Has someone instructed you to make a purchase?

Criminals sometimes persuade people to buy expensive watches or jewellery by pretending to represent the police, a bank or another trusted organisation. They may claim that the purchase will protect your money or help with an investigation.

Be particularly cautious if someone:

• Instructs you to buy a particular watch or piece of jewellery.
• Tells you to keep the purchase secret or give a false reason for buying.
• Insists that you remain on the telephone while shopping.
• Promises to reimburse you after you hand over the item.
• Arranges for a courier or another person to collect your purchase.

If this sounds familiar, do not proceed or hand over any goods. End the conversation and contact your bank or the police independently, using contact details you know are genuine. If possible, use a different telephone.

Already placed an order? Contact Berry’s immediately so we can check whether dispatch or collection can be stopped. We cannot guarantee that goods already dispatched can be recovered.

Support that suits you

Personal circumstances can sometimes make shopping or communicating with us more difficult. These may include ill health, bereavement, financial difficulties, disability, or difficulties understanding written or digital information. The need for support may be temporary or ongoing.

You do not need to describe yourself as vulnerable or share a diagnosis. Simply tell us what would make your experience easier.

We will listen respectfully, discuss your needs and explain what support we can provide before, during and after your purchase.

Your purchase should be your choice

You should feel comfortable deciding whether to buy, how much to spend and which payment method to use.

If someone is pressuring, threatening or controlling you, including someone you know, you can ask to speak privately with a member of our team.

Please tell us if there is a safe way or time to contact you. If you would like another person involved, we will discuss your permission and their role with you.

When we may pause a purchase

If we have concerns that a purchase may involve fraud, coercion or financial abuse, we may need to carry out additional checks before proceeding or releasing goods.

Where appropriate, we may temporarily pause an order, dispatch or collection while we assess those concerns. We will handle the situation sensitively and explain the next steps as far as we reasonably can.

Any cancellation or refund will be handled in accordance with your legal rights and the applicable payment arrangements.

Understanding your finance options

If you need help understanding the finance options available through Berry’s, please contact us before applying. We can explain our role as a credit broker and help you understand the information provided.

You should never apply for finance because another person has pressured you to do so. Please contact us immediately if you are concerned that an application involves coercion or fraud.

If you already have an agreement and are experiencing payment difficulties, contact your lender promptly using the details in your agreement.

Sharing only what is needed

Please share only information relevant to the support you need. You do not need to send medical records or detailed health information when first contacting us.

We will handle personal information in accordance with our Privacy Policy and applicable data protection requirements.

Speak to Berry’s

For support with an online, telephone or showroom purchase, contact our customer services team or speak to a colleague in a showroom.

If an order may be connected to a scam, please make this clear when contacting us and provide your order number if available.