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Frequently Asked Questions

A collection of frequently asked questions on Mappin & Webb along with detailed answers.

If you're looking for the Sell Your Watch FAQ, click here to visit the page.

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.

Visit our Contact Us section for information on how you can send us your feedback.

Am I able to use my Claims Service Card online?

You are able to use your Claims Service Card online. You’ll need to activate your card first and then you can enjoy shopping online.

To activate your card you can either call us on 08450-742-790 and your card will be activated within 24 hours, or to start shopping sooner, visit your nearest Mappin & Webb boutique and they’ll be able to activate your 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?

For detailed information on order delivery times, visit our Delivery Information page.

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?

For information regarding our returns policy, visit our Returns Policy information page.

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. Click here to visit our Contact Us page where you can find details on how to get in touch.

UK VAT & Channel Islands Information

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.

You can also use the Local Stock Checker available on specific product pages to check for product availability near you.

Alternatively, you can also click here to visit our Contact Us page where you can find details on how to get in touch with our customer experience team who are here to help.

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 using our Boutique Locator.

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.

Visit our Contact Us section for information on how you can get in touch with the team.