FAQs

We have compiled a list of FAQ’s that will help you. If you cannot see the answer you require, call or email us, we love to talk!

Below are a selection of questions on how to send your repairs by post, how can you trust repairs by post for watch repairs, how do you send jewellery repairs by post, general questions on jewellery repairs and most other general questions we receive.

If you cannot see the you question or are not satisfied with an answer, please do not hesitate to contact us.

FAQ no. 1-What items can be repaired?

  • Our experts can repair most watches and any items of jewellery.

FAQ no. 2-How can I trust Repairs by Post?

  • We check every item as soon as it arrives. This process is recorded. We then take note of any damage (such as scratches) on the item and assess it. We then contact you detailing the work which needs to be done. If you decide not to proceed we will send the item back to you, in a fully insured parcel. All repairs are completed by our experts who have been restoring watches and jewellery for over 30 years.
  •  We have a 5 Star rating on Trustpilot, Please feel free to look at the negative reviews also, We do not hide anything.

FAQ no. 3-How do I send you my watch?

  • Simply enter what item you wish to repair on the Home page and then complete the form. We will then send you either a fully insured envelope or Freepost label link if you qualify for Freepost. We offer 2 levels of Secure postage options available:
  • All customers receive our Freepost label service once registered, this covers you up to £100.00. If you require more insurance please change to special delivery at your convenience.
  • Mobile phone users! No printer? No Problem! There is now no need to print out your label. Follow our Freepost service and just show your barcode at the post office sorting office. They will print it out for you!
  • Higher Value items (over £500) can opt to receive our Freepost postal pack, This is insured by us either for £500 or up to £2500.
  • Place the item in the correct packaging, package in a strong rigid container/box and take it to your post office.
  • Please follow the post office guidelines to ensure your item is packaged and insured correctly. https://personal.help.royalmail.com/app/answers/detail/a_id/86/~/wrapping-and-packaging-advice

 

FAQ no. 4-How do I send you my Jewellery or precious metals?

  • Simply enter what jewellery item you wish repaired and then complete the form.
  • Do not use the free post tracked return service we offer
  • Simply send your jewellery for us to be repaired at your convenience we recommend Special delivery for your peace of mind.
  • Precious (valued over £1000) can opt to receive our Licenced Special Delivery postal pack Freepost service, this is insured by us either for £500 or up to £2500.
  • Place the item in the envelope and take it to your post office.
  • Please follow the post office guidelines to ensure your item is packaged and insured correctly. https://personal.help.royalmail.com/app/answers/detail/a_id/86/~/wrapping-and-packaging-advice

FAQ no. 5-What happens if I do not qualify for Freepost?

  1. Securely package and protect your watch or jewellery item
  2. Enclose a covering letter with your contact details and Repairs By Post Reference Number
  3. Mail your item to our premises at: Repairsbypost.com, 1 Stand Lane, Radcliffe, Manchester, m26 1NW
  4. Please follow the post office guidelines to ensure your item is packaged and insured correctly. https://personal.help.royalmail.com/app/answers/detail/a_id/86/~/wrapping-and-packaging-advice

FAQ no. 6-What if I think my item is worth more than £500?

  • Please contact us to discuss your item and arrange for a safe and secure postage. You always have the option to upgrade at your convenience. The standard free post label is covered for up to £100.00. Postal packs have either £500 or  £2500 insurance for Special Delivery.

FAQ no. 7-Why is the Post Office asking me to tell them what is in the envelope?

  • The post office has a duty to ensure that restricted goods are not sent through the postal system. (please refer to the post office website to understand restricted goods)
  • Watches & Jewellery are not restricted, for security, of your items we do not like you telling your post office what is in the envelopes. All they need to know is that the items in the envelope are not restricted goods. Please ensure you have evidence of your items value prior to posting.
  • Many questions that are asked is, are there batteries or acids in the envelope? the answer is No.  (The battery in your watch is sealed and would have no bearing on the postal system restricted goods.)
  • There are employees out there that insist you tell them. If this becomes the issue ask to speak to a manager and explain that under the terms and conditions of restricted goods the items in your envelope are not restricted.

FAQ no. 8-What if I decide not to proceed with the repair?

  • If you decide not to proceed we will send the item back to you, in a fully insured parcel. There is a return postage and handling charge to cover our costs.

FAQ no. 9-Why is there a return postage and handling charge of an average £15.00?

  • If you use our Freepost service we have immediately incurred expenses to receive your items, we then have administration and handling expenses of your items when they arrive in plus we are fully insured for losses.
  • We then have to look at and assess your repair using one of our professional repairers (they don’t come cheap no matter how much we tell them they should be). Watches that require service are assessed and visually inspected to determine the issues and what is required to repair your watch in our watch lab. the same in our jewellery repairs laboratory.
  • We have to pay for return postage back to you via Royal Mail, Our insurance covers your items via royal mail via our specialist T H March insurance we have cover for losses in the postal system.
  • Lloyds of London as our Insurance provider
  • When items are sent to the manufacturer as there may be limited parts or manufacture only supply/estimate requirement, then the charges may go up to a minimum of £45.00 for administration. Please check before sending your watch if this is applicable to your repair.

FAQ no. 10-How long will the repair take?

  • Depending on exactly what needs repairing, we aim to repair your item within 7 -14 working days. If replacement parts need to be specially ordered this may take longer. When we contact you, we will be able to give you a more accurate timescale.
  • Manufacture repairs can take up to 6 weeks for repair.
  • Bespoke parts orders can be 4-16 weeks.

FAQ no. 11-What payment do you take?

  • We take Debit and Credit Cards (credit cards have a 1.75% service charge, Sorry), not American Express.

FAQ no. 12-Is the estimate given the final price?

  • Although we endeavour to give an exact estimate, we cannot say that it is the final costing, when work is carried out other issues may be found which we will re-estimate for.

FAQ no. 13-What are your office opening hours?

Our Website is open 24/7 When we are in….

  • Monday – Friday 9.00am – 5.00pm
  • Saturday/Sunday Closed
  • Bank Holidays Closed

FAQ no. 14-How long does it take for an e-mail reply?

  • We aim to respond within 24 hours

FAQ no. 15-How do we complain?

  • Call Us/E-mail Us/Tweet Us/Facebook Us
  • We hate the fact that some customers have issues with certain repairs. It does happen, We do try and be as perfect as possible. But please let us know your issues and we will endeavour to resolve any issues.

 FAQ no.16-Why does repairsbypost.com have an 0333 number?

  • Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number in the same way as 01 and 02 calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone. Simply it’s just another national number.

FAQ no. 17-  What happens if my watch goes missing? What happens if my jewellery goes missing?

  • We only use secure postage for your items and so we can track them. In the extremely unlikely event that an item does get lost, you are insured up to the values posted.
  • Please ensure your items are packaged to Royal Mails guidelines and the correct postal service and insurance is used to protect you and your belongings.
  • https://personal.help.royalmail.com/app/answers/detail/a_id/86/~/wrapping-and-packaging-advice
  • Please ensure you have followed Royal Mails and repairsbypost.com terms and conditions.