I would like to order additional cutlery for my set, can you advise how I can do this?
Our online customer experience team or your nearest boutique would be delighted to discuss this further with you.
Our customer experience team can be contacted on freephone 0800 111 4524 during the following times:
- Monday-Friday: 8:30am - 6:00pm
- Saturday - Sunday: Closed
- Bank holidays: 9:00am - 5:00pm
If you are calling from outside the UK please dial +44 (0)116 2901237. Calls from outside the UK are chargeable.
Alternatively please email us and advise us of your contact details and a summary and description of your cutlery set and we will arrange for you to be contacted by a member of our specialist team.
Can I obtain a replacement receipt for a purchase I made in a Mappin & Webb boutique?
We will most certainly do our best to get you a replacement receipt as soon as possible. Please call us on 0800 111 4524 or email us with the information below:
- Your name and address at the time of purchase
- A description of the item purchased
- The method of payment used to make the purchase
- The location of the boutique where the purchase was made
- The date when the purchase was made (approximately if you can’t remember the exact day)
I have a repair at my Mappin & Webb boutique, how can I track the progress?
Your local boutique is managing your repair directly and will be able to provide you with a progress update.
We may kindly ask that you contact them directly; the easiest way to find your boutique contact details is by using our boutique locator where you will find the telephone number, address, email address and opening times.
How can I share feedback about my experience in a Mappin & Webb Boutique?
We love to hear your feedback – the good, the bad and the ugly. Our focus is on customer experience and we actively use your feedback to improve our service to you. Please get in touch by whichever means is most convenient:
Our customer experience team can be contacted on freephone 0800 111 4524 during the following times:
- Monday-Friday: 8:30am - 6:00pm
- Saturday: 10:00am - 4:00pm
- Sunday: 11:00am - 4:00pm
- Bank holidays: 9:00am - 5:00pm
If you are calling from outside the UK please dial +44 (0)116 2817753. Calls from outside the UK are chargeable.
Write to us at:
MappinAndWebb.com
Aurum Holdings Limited
Aurum House
2 Elland Road
Braunstone
Leicester
LE3 1TT
Alternatively you can email our Customer Relations Team.
Can I use my Settlement e-Card online?
If you have received a Settlement e-Card, you'll first need to activate it before you can start shopping online or in our showrooms. To activate your card over the telephone, please call our Claims Team on 01162 821 946. We'll have your card ready to use within 24 hours.
Alternatively, just pop into your nearest boutique where we can activate your card and have it ready to use straight away.
Using your Settlement e-Card online
Using your card online is really straight forward; it's not too different to how you would use your credit or debit card to pay. Simply, add your items to your basket and at the checkout select 'Settlement e-card' as your payment method. If your order exceeds the amount credited on your card, our website will enable you to pay the remaining amount on your credit or debit card.
How do I find or contact my local Mappin & Webb boutique?
The easiest way to find your nearest Mappin & Webb boutiques is by using our boutique locator where you will find the telephone number, email address, location and opening times.
How long do deliveries take? When will I receive my order?
Standard Delivery
If you don’t mind waiting a little longer this option is for you. This service is free when you spend over £50 and you will receive your order within 3-5 working days on our before 1pm service.*
Express Delivery
If you can’t wait to receive your order, why not use our express delivery service.
Express delivery is our fastest delivery service, and available on all items that are in stock and ordered before 4:30pm Monday - Friday. You are shown during the checkout whether this option is available for your order. We’ll send your order as a priority so you receive it the next day before 1pm.*
* Jewellery orders of £100 or less and deliveries to South West England, Scotland Highlands and Northern Ireland may extend to 6pm and deliveries to the Channel Islands will be delivered within 24-72 hours.
Orders with a weekend dispatch to Northern Ireland will be delivered in 2 working days.
Gift Card orders placed after 4:30pm will be delivered within 2 working days.
What happens to my deposit if my application for Interest Free Credit has been declined?
When an application is declined, we will notify the bank, advising that the pre-authorised pending funds should be cancelled. Depending on the bank or card issuer, it may take up to 5 working days, starting from the next full working day, for the funds to again become available in your account.
How do I remove myself from the Mappin & Webb mailing list?
We’re sorry to see you go! Please email us your name and full address details and we'll take care of it.
What is your Returns Policy?
If you would like to exchange or return an item purchased from our website, please download and complete our Exchange and returns form enclosing it with your order in its original condition, along with the original despatch note and packaging.
Refunds can be requested within 14 days of the date of despatch, and exchanges within 30 days from the date of despatch.
1. The easiest way to exchange or return an article purchased online is through our boutiques(excluding airports).
Please note, orders paid using PayPal or Interest Free Credit cannot be processed in a boutique. Our boutique will arrange for your items to be securely sent free of charge to Head Office for processing.
2. Alternatively please visit your local Post Office to post your order back to us. We recommend insuring your parcel to protect your goods in transit.
Please note orders purchased using our Click & Collect service can only be returned to a boutique. They cannot be processed by post.
Please send to:
GSW
2 Elland Road
Braunstone
Leicester
LE3 1TT
Unfortunately we cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn’t affect your statutory rights.
We cannot accept items that have been engraved, personalised or altered.
Can I cancel or change my order?
Of course you may; we do ask that you please call us as early as possible to discuss an order change or cancellation. Our customer experience team is here to help you with any questions you might have. Our customer experience team can be contacted on freephone 0800 111 4524 during the following times:
- Monday-Friday: 8:30am - 6:00pm
- Saturday: 10:00am - 4:00pm
- Sunday: 11:00am - 4:00pm
- Bank holidays: 9:00am - 5:00pm
If you are calling from outside the UK please dial +44 (0)116 2901237. Calls from outside the UK are chargeable.
UK VAT & Channel Islands
As our website is a mainland UK trading website, all orders are charged at the full UK VAT rate at the time the order is placed.
How to find out if an item is in stock at your local boutique?
The quickest way to find out is by contacting your local boutique directly. Our boutique locator can help you find your nearest boutique and provide you with their contact details.
Our customer experience team is also here to help you and can be contacted on freephone 0800 111 4524 during the following times:
- Monday-Friday: 8:30am - 6:00pm
- Saturday: 10:00am - 4:00pm
- Sunday: 11:00am - 4:00pm
- Bank holidays: 9:00am - 5:00pm
If you are calling from outside the UK please dial +44 (0)116 2901237. Calls from outside the UK are chargeable.
Alternatively you may wish to place your order online and choose our Click & Collect service as your delivery option. You can then select the boutique that would be most convenient to collect from and they will contact you when your order is ready to be collected.
Bank Holiday Information
Most boutiques are open on bank holidays. To confirm bank holiday opening hours, please call our customer experience team or get in touch with your local boutique directly.
Our customer experience team can be contacted on freephone 0800 111 4524 during the following times:
- Monday-Friday: 8:30am - 6:00pm
- Saturday: 10:00am - 4:00pm
- Sunday: 11:00am - 4:00pm
- Bank holidays: 9:00am - 5:00pm
If you are calling from outside the UK please dial +44 (0)116 2901237. Calls from outside the UK are chargeable.The contact details for your nearest Mappin & Webb boutique can be easily found using our boutique locator.
