FREQUENTLY ASKED QUESTIONS
I would like to sell my old gold items, how much do you pay?
There is much publicity at present about the whole problem with how much your gold is worth. Many companies, jewellers included and certainly postal gold companies, and people who visit your town to offer to buy, do not offer anywhere near the correct and fair price. These vary between 20% and 60% of the gold price, but most at the lower end of the scale. WE offer around 70-80% of the gold price. Do not think you will get the actual full price as quoted by bullion dealers. You would need to send them a lot for them to actually buy from you, plus they like all stones removed, and springs etc from clasps. Its rare for anyone to get the full quoted price. WE do all that for you. Yes we do make a small margin but this is understandable as we have to take the items in, weigh them, test them (many items we see are not even gold!) remove stones and springs, then post away, and hope the price does not fall. You on the other hand know what you are getting instantly, and we will pay you there and then, cheque or cash. Its fair and transparent. We even offer a massive 20% more on that price if you part exchange. We believe we are one of the highest payers anywhere outside of the actual bullion dealers.
Why a Charles Hart website?
Its just moving with the times. We have been in business for over 150 years, but that does not mean that we have to be 'old fashioned'. We saw the need to offer customers both old and new the opportunity to visit us 'online' to see just what the benefits are in shopping with an established family jewellers. We believe that we can offer excellent advice gathered through many years of being a jeweller. However we have decided that with a highly volatile metals price that we will not accept online orders. You now need to ring or email us for a current price of any item.
I like coming into your shop, why should some things be cheaper online?
Its true, we are offereing some products at a very low price on this web site, and there is nothing to stop you ordering direct from us, and these prices are highly competitive, and more important, these goods are still high quality, unlike many items offered at a seemingly low price. However, you do have to pay immediately, and there is a postage charge of £5.00 for all orders, (although you can collect from our shop if you wish). Also, there is a wait time of about 7 days. We often have the same product in our shop, but not at the on-line price. However, if you say that you have seen it online and you want to buy from the shop, please tell one of our staff, quote the number and you will get an immediate 20% discount.
I have a few questions I need to ask, can I do it online?
Please do. Send us an e mail to enquiry@charleshart.co.uk and we will answer any question that you may have. Perhaps its about a repair, maybe a complaint (!), and enquiry about a product, or about our first class valuation service. We are here to help not just sell.
How safe is the site, and are all my details confidential?
We have all the usual safety features that you would associate with any reputable High Street shop, and all your details are totally secure and never offered to a third party. We do not keep any record of your credit or debit card on file or on any of our data bases, so every transaction you make with us is unique, and each time we will ask for your card details. We believe this to be the safest way to shop on-line.
I don't really want to use my credit card on-line, can I use any other method?
We no longer accept on line payment. You need to ring us with payment details or you can send a cheque, made payable to Charles Hart Ltd. The other way, if you live local to Frome, is to print the order, take it to our shop in Frome (see map-contact) and pay one of our assistants, they will receipt your order, and the item will be posted to you, you may use Switch, Solo, Mastercard, Visa, cheque or even cash should you prefer. Of course you may not live locally, but why not have a trip out to Frome, its a lovely town and the area has an amazing amount to offer and see (see Loco Info & News). We have now CLOSED online payment. You can order by email, we will ring YOU for payment details.
What do I do if I am not happy with my purchase?
You have 7 days to decide if you like your purchase or not. If you do not, then you may return it to us, but only by Post Office Special Delivery, and we will refund in full (less our original postal charges), no quibble, this does not affect your statutory rights. You also have a full one year guarantee on the item,(some watches do carry more than one year) but please read our guarantee terms which will arrive with the product, this is important as we cannot refund or exchange any item that has been damaged by the wearer through mis-use or unfair wear and tear. Earrings we cannot refund or exchange, sorry.
What happens if a ring arrives, and I find that its the wrong size?
It happens! Just return it to us for the size you do want. There will be no charge should it only happen the once, however you will be charged for postage & packing to return it to you. You can, should you wish, take it into our store to obtain another size or have the one you have sized in our workshop. Exchanges can take up to 10 days, sizing, if we can do it, can sometimes be performed within an hour or two, but NOT white gold, as this can only be done by the manufacturer, so we ask for your patience in this case, unless we have another in stock of course
What happens if something breaks or is faulty? How long are your items guaranteed for?
All items we sell do carry a full one year guarantee. However, we do reserve the right to exchange faulty goods, but of course you may ask for a full refund if the exchange is not exactly the same as the item you have purchased. Like all retailers we do have the right under the Sale of Goods Act to exchange faulty goods, and can only offer a refund if the item cannot be replaced. If this is not possible you may be offered another item, or indeed a refund. Goods that have been abused or mis-handled cannot be exchanged or refunded. We will always examine carefully any item. However, we are not entirely without heart (sic)! If we can help, we will, we are here to help you, and will always try to assist you. Your statutory rights are not affected. It is worth noting however that jewellery must be handled with some care and consideration. Wearing chains and bracelets 24-7 is not an option. We see necklaces that have been worn in bed which is a cardinal sin! Just the movement at night will take years off an item. Imagine wearing the same article of clothing day in day out for months or even years, it will wear out, jewellery is no different, and close examination will tell us the story. Try not to wear stone set rings when gardening or doing housework etc, and if two or more rings are worn together, then they will need some attention in due course. If you have any queries please e mail us at enquiry@charleshart.co.uk
You have mentioned some companies on your wedding advice section, do you recommend that I use any of these companies or services?
we do not recommend any of these suggestions. Ensure that you check each one out to ensure that they will give you the service that you require. This is important, as we believe that personal recomendation is always the best way to assure satisfaction.
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