FAQs

Hopefully you will find the answer to your question below, but if you still have a query please do not hesitate to contact us, we are here to help

Do you offer watch repairs?

Yes, we can offer service on most makes and models of watch. We also have the capability to replace the battery and water-resistant testing of watches on-site (up to 100m WR).

Do you offer jewellery repairs?

Yes we have a full on site jewellery workshop. From simple sizing’s, re-mounts and working on vintage jewellery all aspects can be catered for.

How do I activate my account?

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk/spam folder or contact us at info@zelley.com

Can I return an Item I bought as a gift, if the recipient does not like it?

Items may be returned for a full refund within 7 working days of purchase, unworn and as new. A suitable alternative will be offered at this time but if this cannot be found, a refund will be given.

After these 7 working days, a credit note for the value of the piece but not postage will be given. Pieces made specifically to commission cannot be returned due to their individual nature.

How can I change my shipping address?

By default, the last used shipping address will be saved into your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it there if you need to. If you have registered for an account, you can also go to the account section and change it there.

Can I collect from the store?

Yes your welcome to collect any purchase from the website in-store, just select ‘collect in-store‘ at checkout. If you’re local to our Bishops Stortford branch we may also be able to arrange hand delivery at your convenience.

How long will it take for my order to arrive once I have made a payment?

Customers ordering from the UK can expect orders to arrive within five(5) to ten(10) working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

How much will I pay for delivery?

The flat-rate fee for delivery to the UK is £5.95. If you opt to collect your order in-store there is no charge. Alternatively, if you spend over £200 you will get UK delivery for free.

Who do you use to deliver the orders?

All orders are sent via Royal Mail special delivery.

What payment gateways can I use to make payment on the website?

We use WorldPay on the website to take payment via credit and debit cards. Worldpay is a secure payment gateway for businesses that incorporates the worlds of online payments, card machines, and telephone payments.

Worldpay offers a seamless online payment experience. Making payments via Worldpay online is both simple and secure.

What happens if there is a delivery mishap and my order goes astray? (Damage or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly. We will require photographic proof of the damaged affected product and your Order Number to be sent us at info@zelley.com.

Do you offer payment by Finance?

We also accept payment via Finance through Hitachi Finance. You can read more about our Finance Policy.

If you have any more questions, want to discuss a problem with your order or a difficulty in using the website, then please get in touch. You can find our contact details on the contact page or use the form below.

Also see our full Terms & Conditions.


Ask a Question

If you have any other questions you need answering, just leave a message in the form below and we will endeavor to get back to you as soon as possible.

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