We are open for Virtual Consultations and Contactless Click & Collect appointments only.
Last updated Tuesday 5th January 2021
Whilst lockdown restrictions sadly mean closing our showroom doors once again, we are grateful to announce we are able to keep our workshops open to craft and complete current and future orders, all the while continuing to safely meet with our clients via Virtual Consultations.
For clients looking to collect their orders, rest assured you will still be able to do this via our contactless Click & Collect service. You may also choose to have your order delivered.
As ever, we want to remain communicative and as helpful as we can be at this time. We’ve put together some common questions and answers below regarding the current situation and what it means for Hearts of London and you as our valued customers.
Updated Operating Times:
Can I still book an appointment during lockdown?
Yes, although our showroom is closed, we will continue to offer Virtual Consultations via Zoom, where you’ll be able to view a tailored selection of gems and ring designs with one of our expert team of design consultants and gemmologists.
Can I place an order during lockdown?
Yes, we are still able to process orders remotely, over video meetings, on the phone or via email. Please get in touch and we’ll be happy to help.
Can you still complete orders during lockdown?
Yes, the manufacturing side of our business will resume in a socially distanced manner as it has done for the past several months. Our workshops will remain open to craft and complete all current and future orders, with no foreseeable delays to production.
Can I still collect my order?
Yes, although these will be conducted off the premises using a contactless click-and-collect service through our workshop service entrance.
How will your click-and-collect service work?
In order to collect your completed order in person, you will first need to pay any outstanding balance on your order and prebook a collection date and time with a member of our team on email@example.com. We’ll then be in touch to confirm your 30-minute time slot for you to collect your order. Please arrive within your allocated time window. To pay any outstanding balance, please call us 020 7242 3100 and press ‘option 3’.
Where do I collect my order from during lockdown?
Collections will take place via our service entrance at 1-2 Kirby Street, London, EC1N 8AF. This is just around the corner from our showroom and there will be signs to guide you. Please call 020 7242 3100 (option 3) on arrival.
What do I need to collect my order?
You will need a photo ID that matches the name on the order or the name provided during the click-and-collect booking. You must also wear a mask and enter alone.
Can someone collect my order on my behalf?
Yes, please provide details of the person collecting on your behalf during the booking process so that we are aware. They will be required to bring photo ID, and must wear a mask and enter alone.
How many people can be present during collection?
Only 1 person is able to enter the service entrance for click-and-collect. If you’re travelling with someone else, we ask that they wait outside.
Will I be able to try on the ring before I take it away?
Unfortunately not. You will need to wait until you are off the premises to try on your ring but please rest assured that we will be able to deal with any issues remotely and this won’t affect your complimentary aftercare service.
What if my ring needs resizing?
We offer a complimentary resizing service to all our customers. We will be able to take an accurate recording of your ring size once we reopen. In the meantime, if the ring is loose on your finger, please avoid wearing it out of the house.
Can you deliver my order to me during lockdown?
Yes, we will continue to offer a free fully tracked and insured delivery service within the UK. You will need to pay any outstanding balance on your account before we are able to send out your order. International deliveries (also tracked and insured) will be quoted and require payment ahead of shipping.
How secure is your delivery service?
We use Royal Mail Special Delivery Guaranteed as advised by our insurance company for UK deliveries. The service is fully tracked, insured and generally arrives the day after posting. Due to current circumstances, Royal Mail will not require your signature on arrival, but the recipient’s name and confirmation of delivery can still be viewed via the tracking page. We label packages with “Fragile” & “Do not leave with neighbour”.
I’m trying to keep it a surprise, how will my order be packaged?
We package our deliveries discreetly using standardised Royal Mail mailing bags. Sender details are recorded as HOL Group, 29 Greville Street, London, EC1N 8AF. In the event your order is unable to be delivered, they will use these details to get it back to us. We do not include our brand name or any logos.
We're here to answer any queries you have, and whilst our phone lines and inbox are busier than usual, we're pooling extra resources to ensure our Customer Care team are able to get back to you as soon as possible.
In-store cleaning and safety regulations:
Hand sanitiser stations are located around the store and workshops, for regular use by staff and customers
All staff and customers are required to wear face masks in-store
Disinfectant is added to our sonic machines to ensure jewellery is thoroughly cleaned before leaving our workshop and making its way to you
A new ultraviolet cleaning system is now being used to sanitise equipment
We operate our in-store collections by appointment only and stagger start times by 15 minutes. We ask you attend your collection alone
Staff shift times are staggered and enable travel into the store during non-peak time
We have introduced signage to help guide both staff and customers understand our new health and safety measures and procedures
If members of staff have any signs of Covid-related symptoms, they will not come into work and will wait out the required quarantine period
If you have booked an in-store collection and are feeling unwell with Covid-related symptoms, please do not attend your appointment but do let us know via email firstname.lastname@example.org or call 020 7242 3100. We would be happy to rearrange for a future date
Please try to be on-time for your collection, as we try to avoid in-store crowding or overlapping consultations. If you’re running late, please call 020 7242 3100 to let us know
If you’re avoiding public transport and planning on driving to your appointment, the nearest carpark is the NCP Saffron Hill