Customer Service

choosing what to buy/ birthstone charts:

We have had many wonderful comments on our jewellery and packaging and we are sure you will be happy with your purchase. For testimonials, click here

You may search our different collections or use the "Item Search" to look for what you are interested in. If you are buying a gift or trying to decide what to buy, you may wish to refer to our birthstone charts by month and by star sign. We also have a chart for wedding anniversaries. Click here for details

FREE Packaging and Gift Message SERVICE:

Our pouches are made of silver organza for the women's jewellery and black with classic silver trim for the men’s collection. If you are buying for a gift or for yourself, we are sure you will be very pleased with our packaging.

If you would like to include a personal gift message we will be happy to handwrite it for you and enclose it with your gift. There is no extra charge for this service.

Making A Purchase

Buying our jewellery could not be easier. Just look through our online store, and add jewellery you wish to buy to your shopping bag. After you have finished your selection, click on 'Checkout' where you can view and, if you wish, modify your selection. You will then be asked for a few details to complete your order.
If you require assistance in making your purchase, please contact customer services on 0845 6800 821 (UK customers) or +44 203 291 2961 (overseas customers).

Payment:

We have chosen WorldPay to receive secure online payments. WorldPay’s trusted system is used by millions of people around the world. Card processing is all carried out on a secure WorldPay web server and our website does not hold your personal card details. The credit card numbers are encrypted using SSL technology. They are not held in clear text on any web site.

Click here for details of WorldPay transaction security

We accept credit and debit card payments over the internet including VISA, Mastercard, JCB, Maestro UK, Delta, Electron, Solo and Switch.

WorldPay accepts payments from many countries worldwide. Your local currency payment will be converted into the payment currency you choose on our website (£ Sterling, US$, or Euros).

Shipping and Handling Timescales:

Delivery address. You can choose which address you would like your order to be delivered to during the checkout process.

UK Delivery is by Royal Mail First Class and normally takes 2 - 3 working days from the time of order. Your order is hand delivered to the address you specify, and requires signature for receipt. First Class UK delivery on weekdays is £2.50. Please note that the delivery times for areas not classed as standard UK delivery areas (Channel Isles, Northern Ireland, Highlands and Islands of Scotland including Aberdeenshire, Isle of Man, Jersey, Guernsey and Isle of Wight) may take slightly longer.

International Delivery to Europe costs £4.85 and normally takes about 4 - 5 working days from the time of order. Delivery to the USA, Canada and the Rest of the World costs £5.50 and normally takes 5 -7 working days. For deliveries outside Europe, local import duties and taxes may be payable upon receipt of your order for which we are not responsible.

Please note that NONE of our delivery estimates are guaranteed, although most of our deliveries do arrive on time. We cannot refund for deliveries that are delayed due to Couriers or Royal Mail. If your delivery is delayed by one day, please e-mail us and we will be happy to follow it up for you.

Signature upon delivery. All of our deliveries will require a signature upon receipt. If you are not there to sign for your delivery, a telephone number will be left for you to call to make alternative delivery arrangements.

Delivery Errors. If there is any shortfall in your order you must inform us within 2 working days of receipt of your order. If you do not let us know within 14 working days that your parcel has not arrived we cannot and will not be able to refund you. This does not affect your statutory rights.

Returns & Refunds. We want you to be completely happy with your purchase and our service. If you are not satisfied with your purchase, please return it with its original packaging and documentation, within 14 days of receipt. Provided the item you wish to return is in its original condition and in its original packaging, we will issue a full refund, less the postage costs, within 7 days of receipt of the item by us. Please note that we will not refund your original delivery costs unless the item you have received is faulty or we have sent you the wrong item by mistake.For full details of our returns and refunds policy, click here.

Portrayal of Products

Whilst every effort has been made to portray items accurately, slight variations may occur. As our jewellery is a handmade product made from natural materials, there will be variations in colour, size and texture between different items. All measurements are approximate and the reproduction of colours is as accurate as photographic and publishing processes will allow. There may also be variations in colours dependant upon the calibration and settings of your monitor screen.

Contact Us

If you have any queries, or have any thoughts or comments, positive or negative, about our website, jewellery or service, we would love to hear from you. There are a number of different ways you can contact us. You can phone us, fax us, send us an email, or write us a letter.

Phone our Customer Service Team:

You may telephone customer services between Monday to Friday, 9.00am – 5.30pm. Please telephone one of the following numbers:
UK callers: 0845 6800 821, Overseas callers: +44 203 291 2961
(9.00am – 5.30pm Monday to Friday UK time)

E-mail us:

General enquiries: info@frankibaker.co.uk
Orders and dispatch: orders@frankibaker.co.uk
Provide feedback: feedback@frankibaker.co.uk
Press and stylists: pr@frankibaker.co.uk

Fax us:

Fax: +44 (0) 203 291 2608

Write us a letter:

Franki Baker
c/o Intermail Plc
Horizon West
Canal View Road
Newbury Berks RG14 5XF

United Kingdom

Address

Orders are dispatched from: Franki Baker Internet Dispatch, Intermail plc, Horizon West, Canal View Road, Newbury, Berkshire, RG14 5XF, United Kingdom. Telephone: UK Customers: 0845 6800 821 / 020 3291 2961 , Overseas Customers: +44 20 3291 2961.

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