Here, you’ll find answers to some of the most common questions about our products, services, and policies. Whether you're looking for information on jewellery care, ring sizing, repair services, or warranty details, we’ve got you covered. If you can’t find the answer you’re looking for, feel free to reach out to our team—we’re here to help and provide all the information you need to make your jewellery experience as smooth and enjoyable as possible.

Company FAQs

Why are so many items on your website heavily discounted?

Throughout our many years of trading, we have built strong relationships with our manufacturer. This ensures that we can offer our customers high quality pieces at unbeatable prices. 

Are you an official stockist of every brand you sell online?

With the exception of pre-owned Rolex watches, Market Cross Jewellers are official stockists of every brand listed on our website. 

Does the item I have purchased include packaging?

Any item purchased online will come with the corresponding packaging and warranty.

Who do you use for your finance provider?

We offer finance options through V12 Finance 

Do you have a store that I can visit?

We have 15 stores located across the North East of England. You can view where these stores are located by clicking HERE. 

How can I contact you?

You can contact us via email at enquiries@marketcrossjewellers.com, or via phone on (0)1642 253939.

Watches FAQs

Do the watches listed on the website include a full manufacturer warranty?

With the exception of our Preowned Rolexs, all of our products include full standard manufacturer warranty. Please see individual product descriptions for warranty information.

Do the watches listed on the website include a box, instructions and a warranty?

We sell all of our watches with the official box, warranty, and any additional documents that were supplied with the item from the manufacturer. If any of these are not included with the watch, it will be stated within the product description. 

Are all of the watches listed on the website new and genuine?

Every item we sell is brand new (unless clearly stated), and always 100% genuine. We only buy directly from manufacturers themselves and do not purchase goods from an unauthorised re-seller.

What does your watch warranties cover?

Warranty specifics vary from brand to brand so please refer to the warranty included for full confirmation as to what is included. On a general basis, a manufacturer's warranty only covers malfunctions that have occurred due to defects in materials and/or workmanship. Unfortunately, unless explicitly stated otherwise in the warranty, you will not be covered against general everyday wear and tear to the glass, watch, and/or strap/bracelet.

How do I get my watch bracelet adjusted and is it free?

Please refer to our Watch Service page HERE for further information about bracelet adjustments.

Can I order a watch model you haven't advertised on your website?

If we stock the brand for the particular watch you are looking for, there's a good chance we'll be able to source it for you. Feel free to contact us via email at enquiries@marketcrossjewellers.com and let us know what you are looking for. A member of our web team will be happy to help. 

Postage FAQs

What postal service do you use and are they insured? 

For any UK orders we use Royal Mail who are always insured. Services include Royal Mail Tracked service and Royal Mail Next Day Before 1pm service. For any international and worldwide orders we use FedEx who are also insured. Please refer to our 'Delivery and Returns' page for specific postal information.

Can you deliver an item to an address which isn’t my billing address?

Due to the nature of the products we sell, security is our top priority. For most items we can ship your item to any address. However for pre owned watches or luxury items, the billing address must be the same as the delivery address.

Where do you ship your items to?

We can ship anywhere worldwide with a valid postcode. If you notice that your country is not included within our delivery options, please get in touch and we'll do our best to see what's available for you. 

What packaging do you use for postage and will it protect my item?

Any item purchased through our website will be carefully packed within a sturdy cardboard box or bubble wrap lined Jiffy bag. We ensure plenty of  packaging goes into your parcel to ensure it gets to you in the same way it leaves us. All boxes are sealed with security tape before they leave our head office so please check that your parcel arrives with the tape fully in-tact. If your parcel appears to have been tampered with, or the tape has been breached/sliced/removed please do not sign for it and contact us immediately.

How can I track my order? 

For UK orders, you can easily track the delivery of your order via the online Royal Mail Track and Trace feature, or via FedEx for international or worldwide orders. When your item has been dispatched, you will receive an email containing a tracking reference with a notification of dispatch, and how long it is expected to take to reach you. Please allow for any national/international holidays, many postal services do not deliver on these days and it may slightly delay your parcel over these times.

Returns FAQs

How long does it take to process returns?

Once we have received your returned item at our head office we will inspect the item and confirm via email once we have started processing your refund. Please note, the refund will clear via the payment method which you originally used to purchase the item. Depending on your bank, the refund should clear back into your bank account between 1-5 working days. 

How do I return an item?

In order for you to receive a full refund, the item must be returned to us in the same condition you received it. This also means all original packaging must be returned with the item. If you are not happy with your order and wish to return it, simply email our web team at enquiries@marketcrossjewellers.com and a member of our team will generate a returns label for you free of charge. It is your responsibility to package the item, attach the returns label and deliver it to your nearest post office. 

Can I return an online order to a store?

If you paid for your online order via debit or credit card our team in store will be happy to facilitate a return. If you purchased your online order via V12 finance, Klarna or PayPal, the product must be returned to our web team.

My item is faulty, can I still return it?

We understand that on rare occasions, items can have manufacturing defects. If this happens, please contact the web team at enquiries@marketcrossjewellers.com and a member of staff will be happy to walk you through the process of either returning your item or arranging a replacement for you. 

I’ve sent my return, how do I track it?

All our returns labels are fully trackable via Royal Mail. You will be able to track your return via the proof of purchase from Royal Mail themselves.

It’s been longer than 5 days and I still haven’t received my refund. What should I do?

Please call a member of our web team on 01642 246266 and they will be happy to help.

All Other FAQs

Is it safe to order online?

We do everything we can to ensure your transaction is as secure as possible. We use the leading payment providers that host the latest security software to ensure that your payment and data are encrypted at all times. All credit/debit card transactions are monitored and dealt with by Shopify Payments, one of the world's leading eCommerce payment gateways and platform providers. 

I don't like/want the item I ordered, what do I do?

Provided the item is still in new and un-worn condition, you have 14 days from receiving the product to return it to us for an exchange or full refund.

What do I do if my watch stops working?

Should you be un-fortunate enough to receive a watch that isn't working, or has a defect, please get in touch and we'll do our best to resolve the problem as fast as possible for you. For full information on returns please see our Delivery and Returns page.

Can I place my order over the phone?

To combat fraud, unfortunately we do not take any payments over the phone. However, we do our best to ensure we accept all major secure online payment methods. If you would like any assistance throughout the checkout process, or even have a query about it, please give us a call and we'll do our best to assist you.

How do I know if my order was successful?

Shortly after placing your order you will receive a confirmation email with details of your purchase. We will send an email with a tracking reference when your item is ready for dispatch. See our Delivery and Returns page for more information on delivery times.

I have a question, who can I speak to?

For any queries or concerns, you can speak to a member of our web team via phone on (0)1642 253939 or email at enquiries@marketcrossjewellers.com