FAQs

1.0         GENERAL

1.1         I don’t know my finger size, how can I get my finger measured?

The most accurate measurement is to visit the showroom and have one of our experts measure your finger. If the ring is being purchased as a surprise, we can estimate a size from another ring, or an accurate measurement of the diameter of another ring which fits. We do advise our customers that different styles of rings will fit slightly differently.

If you are purchasing online, we suggest that you have your finger measured at a local jeweller before making your purchase to get a good idea of your size.


1.2         Can you order the right size ring in for me?

Many of our rings can be sized here in our own workshop on the premises, this is usually quickest. However some rings, such as full eternity rings, must be ordered in the correct size. If this is the case we will advise on how long this will take and also the method of payment.


1.3         How do I know if an item is out of stock?

All items shown online will be in stock, unless “Item out of stock” appears. This usually means someone else is in the process of purchasing the item. All rings are available, however if you are a different size to the size listed, we will need to have this either ordered or resized. We will advise you on how long this will take. Before making your purchase please contact us at office@lumbers.co.uk and check that our time scales are appropriate for you. Please note that Pre-owned items cannot be ordered as these are one of a kind pieces, however in most cases can be resized.


1.4         Who are Lumbers Jewellers?

Lumbers was established in 1881, and has been part of Leicester ever since. We have one store, situated on the High Street in Leicester. We have received ‘The Independent Jewellery Retailer of the Year’ Award 2018 which is one of the most prestigious awards in the industry. We were also honoured with ‘Workshop of the Year 2018’ at the National Association of Jewellery Awards. Finally we have also received the Inspiring Independents award for ‘Best Retailer in the Midlands' by the Retail Jeweller. These are only a few of the recent accolades we have received.


1.5         Which Brands do you sell?

All the brands that we stock can be found here.


1.6         Do you buy watches and jewellery?

We do not directly buy watches or jewellery; however, we can often make an offer for a part-exchange or sell an item on commission. Please feel free to bring any items into the store which you are considering selling and we will be able to take a look and advise you.


1.7         How can I contact you?

You can call us on 0116 2551233 Monday to Saturday 9.30 to 5.30. Or email us on office@lumbers.co.uk. Our email is managed daily, and we will endeavour to get back to you within 24 hours. If you use social media you can contact us via Facebook, Instagram or Twitter.


1.8         What is your postal address?

Lumbers Jewellers
62 - 66 High Street
Leicester
LE1 5YP


1.9         What is Lumbers doing with my information to comply with the GDPR (EU General Data Protection Regulation)?

We have taken steps to comply with the rules and regulations regarding GDPR. Our steps have been taken to ensure our customers security and confidence. Responsible personal data processing is at the core of what we do. To learn more about how Lumbers processes your personal data, please visit our Privacy Policy.




2.0         PAYMENTS

2.1         What payment methods does Lumbers accept?

Lumbers accepts all major credit and debit cards including Visa, MasterCard, Maestro and Delta through our payment provider, Global Iris. In addition, we offer our customer’s an Interest Free Finance option on all products between £300 and £16,500 with our supplier V12 Finance.

2.2         Do you take payment over the phone?

We are able to take up to 20% deposit over the phone in order to reserve an item. Full payment will be required upon collection. Alternatively, you can also purchase your item fully via our website.


2.3         Is it safe to use my credit card online?

Here at Lumbers, your personal online security is important to us.
We use the latest encryption technology to safely transmit your card information through our systems to process your order. All orders are processed through a secure checkout system.


2.4         Do you offer Interest Free Credit?

We offer 0% Interest Free Credit to UK based clients. This is available on items from £500 to £16,500. Please click here for more information.


2.5         Is there VAT charged online?

VAT is charged at 20% and is included in the retail price. We are not able to handle VAT exempt sales over the web at this time. We can however share with you the relevant paperwork to claim back your VAT.




3.0         ORDERING

3.1         Do I need to set up an account with Lumbers to place an order?

An instore account is created for you at the checkout stage to allow us to process your order and delivery information. Your details are not passed to third parties and we do not save any payment details that are used to purchase products on our site. This is to ensure that we have a record of customer purchases which can be useful if you have lost your receipt or have regular watch servicing with us. You do not need to create a ‘My Lumbers account’ to buy online, you can checkout as a guest.


3.2         I am unable to log into my account, what should I do?

If you have gone through the ‘forgot your password?’ link and for some reason you are unable to log into your account, please contact us at office@lumbers.co.uk


3.3         Do you offer click and collect?

We do not offer a click and collect service at this time.



4.0         PRODUCTS

4.1         How can I find a product on the Lumbers Website?

If you are looking for a specific product and know its name or product reference, try using the search box. If you are not looking for anything specific, you might want to use the menu navigation. Once you are on a product listing page, you can refine your results by using the filter tool.


4.2         I want a product which is not available on your website, what should I do?

If we do not have the product available on the website, we may have sold out. On the other hand it may not have been added online yet. Give us a call or drop us an email and we will get back to you as soon as possible. We can usually order specific product if it is available. Please get in touch at office@lumbers.co.uk with the Supplier Reference of the product your looking for and we will get back to you. If the product is available to order, we can give you an estimated delivery date.


4.3         Do you repair and alter watches and jewellery?

We are proud to have our very own in-house Goldsmith who won Workshop of the Year at the National Association of Jewellers Awards in 2018. She will be on hand to fix or alter your jewellery, just book your piece in with us and we will call you when its ready! For our watches we can change batteries and alter links in-store for you. For anything more such as a service or repair; we will happily send your watch directly to the brand for a cost estimate. We will call you with the cost and you can let us know if you’d like to proceed. We arrange everything for you, taking the stress out of your repairs.


4.4         Do you offer a valuation service?

We are one of the very few jewellers in Leicester who have an on-site valuer. With this in mind, we do receive a lot of valuation requests. Should you wish to have your items valued the charge is per product. We would ask you to bring in your items for valuation and book them in with a member of the team who will give you an idea of the timeframe. Please rest assured your precious items will be locked away in our safes overnight. Once completed, along with collecting your valuables you will receive a signed certificate from our registered valuer showing an image, description and value of your items.

If you have any more questions do not hesitate to contact our showroom by phone or email.