Sending in repairs- The item and repair docket should be placed in a transparent resealable bag with the repair docket clearly visible. Any separate stones or small loose items such as charms or stones must be sellotaped to the repair docket and a note made on the docket that they are included in the package. The repairs should be securely packaged and sent in with a despatch note which lists the repair numbers and total volume of items being sent. To set up your first collection or posting please contact customer services:
Phone 01268 546 546 or email:
All Parcels are digitally recorded whilst being opened, this recording is kept on file. This provides a record that we can refer to if there are any discrepancies between the dispatch note and the products received. If there is a discrepancy we will immediately contact the shop).
If these amounts are the same the items get booked into the system. This will involve entering the shops unique account number and the job reference number in to the computer to produce a bar coded label that is attached to the repair slip. At the same time a digital photograph is taken, this is kept on file by us. Now that the job is on the system we can scan the bar code as items are transferred from one department to another.
We sort through the work to separate Estimates, Watch repairs, Engraving and any Speedmends (see turn around times) as they are dealt with in different departments from the general repairs. General repairs are batched so they can be processed in manageable quantities. Each repair is given a coloured, coded basket, depending on the day it is due back to the store e.g. Speedmends are all in white baskets.
The items are repaired in the workshop, from there they will go into the polishing room and finally through to the quality control department where each item is individually checked to ensure the work required is carried out to the proper standard.
Returning Repairs- All Parcels are digitally recorded whilst being packed for return, this recording is kept on file. This provides a record that we can refer to if there are any discrepancies between the dispatch note and the products returned. The items are packaged up and sent back to the shops with a delivery note and/or invoice depending on the shops preference. When the parcels are received by the shops the numbers of jobs contained in the parcel should be counted and checked against the number recorded in the dispatch note, if there is a discrepancy contact us immediately.
Some items are sent out from us to other organisations e.g. to the London Assay Office for hallmarking. We record on our database where the item was sent to and the date of dispatch so that we can monitor that the items are returned within a reasonable time.
Computer System - our computer systems have been written to cater for the needs of the modern day retailer. We use Real Time Track and Trace software whereby all items accepted for repair can be readily located. (See the barcoding section).
We can supply delivery sheets that only show the retail charges or purchase invoices.
We can provide various reports that can help our customers analyse current trends and plan for the future e.g. the number and type of repairs, the number of estimates given and how many of those are proceeded, the total value of the work we carry out, the average cost per repair. This information can be emailed, faxed or sent by post.
Turnaround Times- the basic repairs such as ring sizings or chain repairs take on average 7 working days to complete. Normally the more complicated repairs come via the estimated processes and we advise the approximate time the options will take to complete with each individual estimate.
Barcoding- as each item is accepted for repair it is entered into our computer system. This involves entering the shops unique account number and the job reference number in to the computer to produce a barcoded label that is attached to the repair slip. Now that the job is on the system we can scan the barcode as items are transferred from one department to another. By checking on our computers we can advise date items are received, the current status of repair, who is working on the repair and the expected date of return. This system makes dealing with your enquires speedy and efficient.
Digital Imaging- All Parcels are digitally recorded whilst being opened and then packed for return, this recording is kept on file. This provides a record that we can refer to if there are any discrepancies between the dispatch note and the products received and returned. Every item that comes into the workshop is photographed using a digital camera before it is repaired. The image is stored by us so that in the event of a query such as the item breaking again we can establish if it is a new break. These images can be printed out if necessary.
Quality Control Department- After all work is completed the item is inspected in our Quality Control Department. Here we check that the job instructions have been carried out correctly, to the highest standard possible, before it is packaged for return.
Guarantee of items- We guarantee our workmanship, we do not guarantee the item of jewellery as a whole. For example if we replace one stone we do not guarantee the stones we didn't work on. This applies to most types of repair. We keep a digital image on file we can identify whether it is a new problem or a recurrence of the original issue, if so we will carry out the repair free of charge.
Security- Our building is fully secured to our insurers requirements.
Customer Services- At all times we strive to deal with our customers in an efficient and professional manner to provide the best service we can. The department is available Monday to Friday from 9am to 5pm (not on bank holidays)
Phone 01268 546 546 or email: