Delivery and Returns Policy

UK Delivery

We offer complimentary secure delivery to addresses in the UK.

Most items available for purchase online can be delivered the next working day. Exceptions will be highlighted on individual product pages and in the basket summary. To receive eligible items the next day, please place your order by 1:00 PM, Monday to Friday.

Some items may take longer to arrive. For items that require personalisation, please allow up to three weeks for delivery. If you need a ring resized, expect an additional couple of days for shipping, and some ring styles may also take longer. Please check your shopping basket for specific details.

To ensure your order arrives safely, delivery is by Royal Mail Special Delivery, before 1:00 PM and must be to your UK billing address. All orders will require a signature upon receipt, and you may be asked to provide photographic identification. If you are unable to receive the delivery, the courier will leave a card, allowing you to rearrange delivery for a more convenient time.

For orders placed on a Bank Holiday, please allow additional delivery time.

UK deliveries to the Channel Islands and Scottish Highlands will take longer.

For all orders over £10,000, we offer the option of a trained Pragnell expert to personally deliver your order and assist you with setting up your item. We will contact you after your order is confirmed to arrange a convenient date and time.

Alternatively, you can collect your order from one of our showrooms on a day and time that suits you. Simply place your order, and one of our team members will be in touch when your order is ready for collection.

Cartier watches are available for purchase online and can be collected from The Embassy by Pragnell, 1 Wood Street, Stratford-upon-Avon. Please check the availability of individual models.

Tudor watches are available for purchase online and can be collected from The Embassy by Pragnell, 1 Wood Street, Stratford-upon-Avon and Leicester showrooms. Please check the availability of individual models.

International Delivery

We take pride in serving clients around the globe. All international orders are securely shipped through our trusted partners, including DHL and are delivered to your billing address. All orders will require a signature upon receipt, and you may be asked to provide photographic identification.

We currently deliver to the following locations:

- Channel Islands: Guernsey, Jersey
- Europe: Austria, Belgium, Croatia, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia, Spain
- North America: Canada, USA
- Rest of the World: UAE

Delivery times usually range from 3 to 5 working days, depending on the destination and subject to customs clearance. Please note that all items are shipped from the UK. Duties and tariffs applicable to your country will be calculated at checkout.

If you wish to place an order for delivery to any other location, please get in touch with us at +44 (0)1789 267 072 or email [email protected] for more information.

Presentation & Packaging

Each item is beautifully presented in our signature Pragnell gift packaging, which is securely encased in discreet outer packaging for transit.

Returns & Exchanges

We hope you love your purchase! However, if you change your mind, you can request a refund or exchange for online purchases.

**Extended Christmas Returns**

Over the Christmas period we offer an extended returns policy. Any order placed between Monday 24th November and Monday 23rd December may be returned up until Wednesday 14th January.

Eligibility

You may return or exchange your item within 14 days of delivery, provided it meets the following conditions:

- The jewellery is unworn, undamaged, and in its original condition.
- The item is returned with its original packaging.
- The Pragnell security tag is intact. Security tags are attached to products to ensure the item is in perfect retail condition and has not been worn. If any Pragnell security tag is removed, it will be considered evidence that the product has been used, and the item cannot be returned.

Please note that we cannot accept returns on:

- Earrings, for hygiene reasons.
- Bespoke, personalised, or engraved items.

These conditions do not affect your statutory rights.

How to Arrange a Return

To arrange a return, please get in touch with us by email or phone. You can reach us at +44 (0)1789 267 072 or email us at [email protected] within 14 days of receiving your item.

We will provide you with a Return Authorisation Number and guidance on securely shipping your return.

Once we receive and inspect your return, we will process your refund to the original payment method or credit/debit card used within 5–10 working days. If you are requesting an exchange, it will be dispatched after the returned item has been assessed.

Please note that we may deduct any loss or refurbishment costs from the amount reimbursed to you.

You can also return items directly to one of our showrooms.

If returning directly to a showroom, Cartier watches can only be returned to The Embassy by Pragnell, 1 Wood Street, Stratford-upon-Avon.

Customers outside the UK can request a refund for returned items in accordance with our standard returns policy. You are responsible for the shipping costs and for marking the package correctly to avoid international charges.

Please note that any import duties, taxes, or customs fees paid to your local authorities are non-refundable by us. However, you may be able to reclaim these charges directly from your local customs office, depending on their policies.

Faulty or Damaged Items

Each piece of jewellery is carefully inspected before it leaves our showroom. However, if your jewellery arrives damaged or defective, please get in touch with us right away. We will arrange for a repair, replacement, or a full refund in accordance with the Consumer Rights Act 2015.

Responsibility & Insurance

If you need assistance with your order, wish to return an item, or want to arrange a personal delivery, please contact us:

• Telephone: +44 (0)1789 267 072
• Email: [email protected]
• Address: Pragnell, 5-7 Wood Street, Stratford-upon-Avon, CV37 6JA

Our team is available Monday to Friday from 8:45 AM to 5:30 PM. We offer a discreet and personalised service tailored to your needs.

Thank you for visiting our website. We take pride in providing a truly personal service at all times. Whether you are browsing or making a purchase, feel free to contact us with any questions, and one of our highly trained team members will be delighted to assist you.