FAQ — Jewellery Tools

Quick answers to the most common questions we get from bench jewellers, silversmiths and watchmakers. Can't find what you're looking for? Email us at info@toolsmithltd.co.uk — we read everything within one working day.

Ordering & delivery

How fast do you dispatch?

Orders placed before 2pm Monday to Friday are dispatched the same working day from our Birmingham warehouse. Orders placed after 2pm, at weekends, or on UK public holidays dispatch on the next working day. You'll receive a tracking email as soon as your parcel leaves us.

Is UK delivery really free?

Yes — free standard UK delivery on every order over £30. Below £30 we add a flat £2.95 for Royal Mail Tracked 48. Express options (Tracked 24, DPD next-day) are offered at checkout for time-critical orders.

Do you ship outside the UK?

Yes — we ship across Europe and to most of the rest of the world. International rates and delivery estimates are calculated at checkout based on weight and destination. For destinations outside the UK, please note that import duties and local VAT may be charged on arrival; these are not included in our checkout total and are the buyer's responsibility.

Which carrier delivers my order?

UK orders ship via Royal Mail Tracked 48 (free) or Royal Mail Tracked 24 / DPD next-day (paid express). Heavier orders (over 2 kg) ship by DPD or Parcelforce. International orders ship via Royal Mail International Tracked or DHL depending on destination and weight. Every parcel includes end-to-end tracking from dispatch to your door.

Returns & warranty

What's your return policy?

You have 30 days from delivery to request a return for any reason — including changed-mind returns. The item must be unused, in its original packaging, and in resaleable condition. Email us at info@toolsmithltd.co.uk to start a return; we'll issue a returns label by reply. Refunds land back on your original payment method within 5 working days of us receiving the item.

What if my item arrives faulty or damaged?

Tell us within 14 days of delivery (email + a photo of the issue is enough) and we'll arrange a free replacement or a full refund including return postage. We don't fight on faulty items — if it's not right, we fix it.

Is there a warranty on the tools?

All Jewellery Tools own-label products carry a 12-month manufacturer's warranty against defects in material or workmanship under normal bench use. Consumables (saw blades, abrasives, polishing wheels, drill bits, files past their first sharpening) are excluded. For branded items we sell on behalf of other makers (e.g. Cooksongold, Foredom, Durston), the manufacturer's own warranty applies and we'll handle the claim on your behalf.

Tools & quality

Are tools UK-stocked, or are they drop-shipped from overseas?

UK-stocked. Every SKU on this website lives in our Birmingham warehouse — that's how we hit same-day dispatch. We don't drop-ship and we don't list anything we haven't physically inspected. If a product page says "in stock", it's on a shelf 10 metres from the packing bench.

Who are Jewellery Tools and how does Toolsmith Ltd fit in?

Jewellery Tools is a trading style of Toolsmith Ltd — a UK-registered company specialising in workshop and bench tools (Companies House 16520777, VAT GB497504454). We run several customer-facing brands under one warehouse: Jewellery Tools is the dedicated channel for working jewellers, silversmiths, and watchmakers. Same stock, same dispatch, same returns process — just curated for the bench.

Which hammer / plier / mandrel should I buy for ___?

Our Bench Journal has bench-tested how-to guides for the most common decisions (choosing your first jeweller's hammer, bench pliers vs parallel-action, choosing a ring mandrel, etc.). Every article is reviewed by Khurram Yaseen — a PGDip-Level-7 bench jeweller — before it goes live. If you still aren't sure after reading, email us — we'd rather spend 5 minutes recommending the right tool than process a return.

Do you stock professional-grade or beginner-grade tools?

Both, clearly labelled. Professional bench tools (Durston, Foredom, etc.) sit on dedicated collection pages. Beginner / student-grade tools (typically own-label) are priced and positioned so a hobbyist or college student can kit out a starter bench affordably. Every product page tells you which tier you're in.

VAT, trade & payment

Are prices on the website inclusive of VAT?

Yes — all displayed prices include UK VAT at 20%. VAT is broken out as a line item on every checkout and invoice for the orders that need it. Outside the UK, prices remain VAT-inclusive but checkout deducts UK VAT for shipments to destinations where we're not required to charge it.

Do you offer trade or bulk discounts?

Yes, for established workshops and trade buyers. Email info@toolsmithltd.co.uk with your business name, Companies House number (if applicable), and a rough idea of typical monthly spend — we'll set up a trade account with discount tiers and invoice payment terms.

Which payment methods do you accept?

All major debit and credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. Checkout is processed by Shopify Payments under PCI-DSS Level 1 standards — we never see or store your card details. Trade-account customers can pay by BACS bank transfer against invoice.

Is my payment secure?

Yes. All transactions are processed over TLS-encrypted connections by Shopify Payments (PCI-DSS Level 1 compliant) or PayPal. We never receive your full card number — it's tokenised at the browser and only the tokenised reference is stored against your order for refund processing.

Still got a question?

Email info@toolsmithltd.co.uk — answered within one UK working day, usually faster. We're a real bench-tools team in Birmingham, not an outsourced contact centre.