Coronavirus Updates

26/03/2020

Coronavirus Updates

 

Daily Update

 

16th April 2021: Our store is now open and we are processing both online and in-store orders as usual. A Click & Collect service is also available.

 

Is your Hatton Garden store open?

Yes, we were delighted to re-open on 12th April 2021! We are following government guidelines to ensure the safety of our customers and staff in-store. Access will be restricted to a maximum of two couples in the store at any one time, in order to allow us to socially distance. We recommend clients to book an appointment in advance.

 

What safety measures are in place?

-Staff will be following a rigorous cleaning schedule both in the store and in the window arcade. This will also cover the cleaning of jewellery.

 

-Hand sanitiser will be readily available on each and every desk

 

-A maximum of two couples will be allowed in the showroom at any one time, allowing us to adhere to social distancing guidelines

 

-In accordance with managing the risk of Covid-19 issued by the government, the company has undertaken a full risk assessment and communicated this to employees

 

-We are actively encouraging our customers to book appointments in advance of their visit. This can be done via email at diamonds@rennieco.com or by calling 020 7405 4585. Whilst appointments are not a necessity, it would help manage the flow of customers

 

Can I order online?

Our online service continues as normal. Adjustments in size might take a few days longer than normal as our goldsmiths are working off-site.

 

Can you post to my UK address?

Yes of course. If purchasing online, please fill out your delivery address of choice. Alternatively, if you'd like to place your order over the phone, we will provide you with our bank account details and then arrange delivery accordingly. Your item will be fully insured in transit.

 

How can I order through Click & Collect?

On the website

1) On the product page, click on the ‘Buy’ button. This will take you to your shopping bag.

2) Click on the ‘Proceed to payment’ button.

3) This will prompt you to either register a new account or login to your existing account.

4) You will now be asked to fill in your billing information. Once populated, click on the radio button next to ‘Click and collect or ship to different address’. Then click ‘Continue’ at the bottom of the page. (Note: If you have logged into an existing account, it will remember your last billing address, you’ll just need to click ‘Ship to different address’)

5) You will now be asked to fill in a delivery address. Fill in your First Name, Last Name and Telephone Number. In all other fields, please write ‘Click and Collect’. Leave the ‘Use Billing Address’ box unticked. Then click ‘Continue’. (Note: If you have logged into an existing account, it will remember your last shipping address, simply click ‘New Address’ and follow the above steps specifying Click and Collect.

6) On the ‘Delivery options’ page, click ‘Continue’.

7) On the Payment Information page, click ‘Continue’. You’ll be asked to accept our T&C’s and whether you’d like to sign up to our email newsletter. Press ‘Place order’, this will direct you to the secure payment gateway.

8) Once payment has been approved you will receive an order confirmation. The moment that your item is ready, we will be in touch to arrange a collection time with you!

 

Over the phone

1) Call our shop number on 020 7405 4585, specifying the catalogue number of the item in which you’d like to purchase. Do let our team know if you have any questions about the item.

2) We will provide you with our business bank account details both over the phone and via email with a payment reference for you to use.

3) Once you’ve sent your bank transfer, kindly let a member of the team know and we’ll confirm receipt. Payments made using Faster Payments will usually be received immediately, but can sometimes take up to 2 hours.

4) Once the payment has cleared, we’ll be in touch to arrange a date and a time for you to collect!

 

Can I speak to a member of the team?

Of course, we can be contacted on our shop number on 020 7405 4585, via live chat, or via email at diamonds@rennieco.com. Our normal working hours will apply.

 

Should I be concerned about paying for the goods in advance online?

As a family of jewellers since 1958, we operate without a debt burden. As such, you can purchase with complete confidence knowing that we will be here to serve you as normal going forward.

 

This is in addition to your normal consumer rights concerning distance selling online. If you are contracting as a consumer, you may cancel a contract at any time within fourteen working days, beginning on the day after you receive the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy that can be found in our terms and conditions. Please note that in the case of personalised and bespoke made items, which include Made-to-Measure and Adjusted pieces, the consumer waives their right to return the said item/s.

 

In addition to our terms, if your purchase is made using a credit card, their normal protection will apply.

 

Please check back for daily updates.

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