Shipping policy

Order Processing

We aim to process and dispatch orders as quickly as possible.

Please allow 1–2 working days for your order to be picked, checked and prepared for dispatch. Orders are processed from our Sunderland store Monday–Saturday, between 9am and 3pm.

Once your order has been dispatched, you will receive confirmation with the relevant delivery information.

If you require your order urgently, we recommend selecting Special Delivery at checkout.

Special Delivery

Orders requiring Special Delivery Guaranteed by 1pm (Monday–Friday) should be placed by 3pm Monday–Thursday to allow us to process and dispatch them in time.

For Saturday delivery, please select Saturday Special Delivery at checkout. Orders for Saturday delivery must be placed by 2.30pm on Friday.

Please note that delivery times are subject to Royal Mail's service and may be affected by circumstances outside our control.

High-Value Jewellery

For the security of our customers and our team, jewellery valued at £500 or more is only available for delivery using a Royal Mail Special Delivery service.

At checkout, these items will automatically be restricted to:

• Special Delivery Guaranteed by 1pm (Monday–Friday) — £9.95
• Saturday Special Delivery — £14.95

This ensures that high-value purchases are sent using an appropriate premium delivery service.

Click & Collect – Sunderland Store

You can order and pay online and collect your purchase FREE from our Sunderland store.

Please allow up to 4 hours for your order to be processed and prepared for collection.

Collections are available during our store opening hours:

Monday–Saturday, 9am–5pm

You will receive a notification when your order is ready to collect.

When collecting your order, please bring your order confirmation and photographic ID.

If you have selected Click & Collect but subsequently require your order to be posted, please contact us. We can amend the order to a postal service, subject to payment of the applicable delivery charge.

Delivery Services & Costs

We currently offer the following UK delivery options:

Delivery options available for your order will be displayed at checkout.

High-value jewellery valued at £500 or more is restricted to our Special Delivery services, as detailed above.

Delivery Times

The delivery times shown are estimated timescales and are based on the delivery service selected. They are not guaranteed unless the service specifically states that delivery is guaranteed.

Once an order has been dispatched, delivery is handled by Royal Mail and delays can occasionally occur due to circumstances outside our control.

Bank Holidays — postal service is suspended over bank holidays; please factor in additional time for any orders, as processing and postal times may differ beyond our team's control.

Christmas Orders & Seasonal Delivery

During the Christmas period, we experience increased demand both online and in store, while Royal Mail also handles significantly higher parcel volumes.

Please allow additional time for your order to be processed and delivered during busy seasonal periods.

If your order is time-sensitive, we recommend choosing Special Delivery at checkout.

We will always do our best to process orders promptly, but once a parcel has been handed to Royal Mail, delivery times are outside our direct control.

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Bank Holidays

Our postal service is suspended on UK bank holidays.

Orders placed around bank holidays may therefore take longer to process and deliver. Please factor this into your chosen delivery timescale.

Our normal processing and delivery times resume once services reopen.

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Packaging

Every order from Collinsons is carefully checked and beautifully packaged before leaving our Sunderland store.

If you have a particular packaging requirement, are purchasing a gift, or have any questions about how your order will be presented, please contact us before placing your order and we'll be happy to help.