Frequently Asked Questions

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

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

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

We offer finance options through V12 Retail Finance. You can find full details on our Finance Options page.

We have 15 stores located across the North East of England. You can view where these stores are located on our Store Locator page.

You can contact us via email at enquiries@marketcrossjewellers.com, or via phone on 01642 253939.

With the exception of our pre-owned Rolex watches, all of our products include the full standard manufacturer warranty. Please see individual product descriptions for specific warranty information.

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

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

Warranty specifics vary from brand to brand, so please refer to the warranty included with your watch for full details. Generally, a manufacturer warranty covers malfunctions due to defects in materials or workmanship. It does not typically cover general wear and tear to the glass, case, or strap.

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

If we stock the brand you are looking for, there is a good chance we can source it for you. Please contact us at enquiries@marketcrossjewellers.com and a member of our team will be happy to help.

Yes. We offer 0% APR Interest Free finance on eligible full-priced products through V12 Retail Finance. Finance is available on orders between £500 and £15,000 after deposit, subject to status, age and affordability.

We offer Interest Free finance over 6, 12, 18, 24 and 36 months. A minimum deposit of 10% is required. You can use the finance calculator on any eligible product page to explore your options before applying.

No. Finance through V12 Retail Finance is only available on new, full-priced products. Pre-owned watches are not eligible.

To apply, simply add the item to your bag and select V12 Finance as your payment method at checkout. You will be directed to V12's secure application form where you can complete your details. Applications are typically processed within an hour during business hours. For more information, visit our Finance Options page.

If you find the same product cheaper at another authorised UK retailer, we will match the price. Our Price Match Promise applies to identical, in-stock items sold by official stockists at their full retail price.

You can submit a price match request directly from the product page using the Price Match button, or by visiting our Price Match Promise page. Please provide a link to the competitor listing and we will review your request within 1 to 2 business days.

The Price Match Promise applies to full-priced items only and cannot be used in conjunction with any other offer, promotion, or discount code.

Yes. We offer an exclusive discount to eligible service personnel including NHS and healthcare workers, police, fire and ambulance services, armed forces and veterans, prison and probation services, mountain rescue and coastguard, and social care workers.

You can apply via our Service & Blue Light Discount page. Simply complete the application form with your details and proof of eligibility. We will verify your application within 1 to 2 business days and send you a secure discount link to use at checkout if approved.

The discount applies to full-priced items only and cannot be used in conjunction with any other offer or promotion. It is non-transferable and for personal use only.

For UK orders we use Royal Mail, including their Tracked and Next Day Before 1pm services. For international orders we use FedEx. All deliveries are fully insured. Please refer to our Delivery and Returns page for specific information.

For most items we can ship to any address. However, for pre-owned watches and high-value luxury items, the billing address must match the delivery address for security purposes.

We ship worldwide to any destination with a valid postcode. If your country does not appear within our delivery options, please get in touch and we will do our best to assist.

When your item has been dispatched, you will receive an email with a tracking reference. UK orders can be tracked via Royal Mail Track and Trace, and international orders via FedEx.

To receive a full refund, the item must be returned in the same condition you received it, including all original packaging. Our returns address is: Market Cross Jewellers, 60 Linthorpe Road, Middlesbrough, TS1 1RA. Please include a note with your order details and reason for return.

Once we receive your returned item, we will inspect it and confirm via email when your refund has been processed. Refunds are returned via your original payment method and typically clear within 1 to 5 working days depending on your bank.

If you paid by debit or credit card, our in-store team will be happy to facilitate a return. If you purchased via V12 Finance, Klarna or PayPal, the item must be returned to our web team.

Please contact our web team at enquiries@marketcrossjewellers.com. For items up to £150 in value, we will provide a free returns label. For higher-value items, we ask that you return the item insured to its full value and we will refund the postage cost directly.

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

We do everything we can to ensure your transaction is as secure as possible. All credit and debit card transactions are handled by Shopify Payments, one of the world's leading eCommerce payment gateways, using the latest encryption technology.

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

Please get in touch and we will do our best to resolve the problem as quickly as possible. For full information on returns please see our Delivery and Returns page.

To protect against fraud, we do not take payments over the phone. However, we accept all major secure online payment methods and are happy to assist you through the checkout process if needed. Please call us on 01642 253939.

Shortly after placing your order you will receive a confirmation email with details of your purchase. We will send a further email with a tracking reference once your item has been dispatched.