Comparing the top Independent, Fashion, High Street, and Luxury

jewellery retailers by omnichannel services such as a single view of stock,

real-time data, click and collect, gift cards, and in-store returns.

Jewellery Retail Market Research 2018

Ecommerce driven by centralised data can help create a more digital high street, more informed shop staff, and a more satisfied customer.

Ian Tomlinson, CEO, Cybertill

JEWELLERY RETAIL MARKET RESEARCH 2018 retailstore.co.uk

Jewellery retail is unique. It’s a mixture of fashion, science, and tradition. Often love, loss and expectation are drivers, and emotions run high.

In what other type of shop can a surprise valuation

bring a windfall, or can a one of a kind, bespoke

design change a life?

Last year, PwC research found that whilst 15 shops

closed on the high street each week, the number

of jewellers operating on Britain’s high streets was

actually on the rise. The jewellery sector is thriving,

but many jewellers are still lagging behind general

retail when it comes to connecting online and

in-store services.

Jewellers digitising in-store services right now will

be worth more than their weight in gold.

Intro: Jewellery

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JEWELLERY RETAIL MARKET RESEARCH 2018

State of Jewellery Retail 2018

58%

85%

61%

8%display stock availability by store on the website

offer truly omnichannel returns

sell omnichannel gift cards online

offer in-store repairs

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JEWELLERY RETAIL MARKET RESEARCH 2018

In jewellery retail, the customer experience of trying on items, asking questions, and seeing the product in detail (in person!) are all essential steps in the buying journey.

Smart use of your supply chain can augment customer experience and bridge the gap

between online and in-store. ‘Click and collect,’ where a customer pays online and collects

in-store; and ‘click and reserve,’ when a customer reserves item(s) online and pays in-

store, have been growing in popularity in general retail. In jewellery retail, using either or

both of these methods can help drive footfall to store and give your staff on the shop floor

opportunities to offer that personal touch.

70% of jewellers offer click and collect from their websites, including Links of London,

Chisholm Hunter, and H.Samuel. A much smaller amount, 23%, of jewellery retailers offer

a ‘reserve and collect’ service including, F.Hinds, Green + Benz, and Lunn’s. Four retailers

offer both options including Green + Benz, Lunn’s, Swarovski, and Windsor Bishop. Only

three retailers offer same day collection from store including, F.Hinds, Robert Gatward, and

Tiffany & Co.

Only three retailers show stock availability by location on the website including, Lunn’s,

Links and London, and Thomas Sabo.

Driving Footfall to Store

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Offer OnlyReserve & Collect

Offer Neither

Offer OnlyClick & Collect

Offer Both

8%

55%

14%20%

JEWELLERY RETAIL MARKET RESEARCH 2018

Collection Offering, By Type

Percentage of jewellers offering click and collect, reserve and collect, or both or neither

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JEWELLERY RETAIL MARKET RESEARCH 2018

Retail Research Highlight

WATCH THE VIDEO

F.Hinds’ clever reserve and collect system shows when a customer will be able to view

an item in any store. If an item is in stock at a specific store, collection can be arranged

for as soon as two hours from reservation. Offering pay in-store instead of pay online

ensures customers aren’t out of pocket if considering more than one style of item.

https://www.fhinds.co.uk/basket

As a jeweller, we tend to only have one of any particular line in-stock, so there is a real risk if the stock control system isn’t up-to-date, you could end up trying to sell the same item twice.

Paul Hinds, IT Director, F.Hinds

Cybertill customer since 2013

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JEWELLERY RETAIL MARKET RESEARCH 2018

Loyalty is earned, and in jewellery, after sales creates a perfect opportunity to show customers your commitment to service. Not only can in-store services keep existing customers happy, it can be a channel to acquire new ones.

According to our market research, 79% of jewellery retailers offer ring sizing in-store. Those

that don’t advertise this service online include Warren James, Argento, Mococo, and more.

85% of jewellery retailers offer repairs in-store. Nearly half (44%) of jewellery retailers don’t

advertise offering bespoke jewellery orders. Only three of the retailers we researched

advertise offering a cash for gold in-store from their websites.

Only 58% of jewellery retailers offer no quibble returns (refunds and exchange) of web

purchases in-store including F.Hinds, Goldsmiths, Pandora, and ROX.

As far as loyalty programmes, only four jewellery retailers obviously advertise a loyalty

programme on their websites including Fabulous, Green+Benz, Monica Vinader,

Pandora, and Thomas Sabo.

In-store Services

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JEWELLERY RETAIL MARKET RESEARCH 2018

Retail Research Highlight

Green + Benz really know how to make a bride or groom feel special. Unique to

this innovative retailer, ‘something borrowed’ is a loan out programme open to all

engagement and wedding ring customers, offering the couple to borrow a jewellery

item for the big day.

http://www.greenandbenz.com/something-borrowed

Jewellers are synonymous with service, and Green + Benz offer a great example of this. Ensuring in-store services unique to your brand are displayed on your website will only help your shop staff sell more effectively.

Ian Tomlinson, CEO, Cybertill

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JEWELLERY RETAIL MARKET RESEARCH 2018

Retail Research Highlight

Hugh Rice’s creative display of navigation on product listing pages defines sector-

specific terms in a lovely way. Facets help customers refine a set of products to more

easily find what they came for.

https://www.hughrice.co.uk/collections/wedding-rings

Hugh Rice displays educational information in the form of a filter. This not only helps customers refine a set of products, it educates novice users about the options available.

Facet information can be driven by your EPoS and helps customers refine a set of products to more easily find what they came for.

Ian Tomlinson, CEO, Cybertill

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JEWELLERY RETAIL MARKET RESEARCH 2018

Jewellery retailers on the high street face challenges unique to the jewellery sector. The truth is, very few retailers are offering a truly transparent, omnichannel service.

Only three retailers displayed live, in-store stock levels online including, Lunn’s, Links of

London and Thomas Sabo. Swarovki offer real-time stock data only on items available

for Click & Reserve.

When stock data is centralised and available in real time,

something magical happens. Retail staff become empowered

with information. They can relay that information to

customers and provide certainty. That certainty translates to

trust, which fosters passion for your services, your company,

your products.

If stock data isn’t centralised across a retailer’s entire store

estate, the omnichannel services that a customer has come to expect become a drain

on resource, time, and profits.

Omnichannel Customer Experience

If stock data isn’t centralised across a retailer’s entire store estate, the omnichannel services that a customer has come to expect become a drain on resource, time, and profits.

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JEWELLERY RETAIL MARKET RESEARCH 2018

Offering customers the ability to see whether or not an item is in stock at a particular store is a service common in general retail, but not yet implemented widely in jewellery sector.

Jewellers looking be one step ahead of the competition would be wise to start there.

Ian Tomlinson, CEO, Cybertill

Retail Research Highlight

Links of London are one of only three retailers researched that offered in-store stock

information online, not only for one shop, but for shops nearby. The service is easy to

use on the website and features quick contact details for the shops.

http://www.linksoflondon.com/gb-en/timeless-sterling-silver-large-drop-earrings/5040-2552.html

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JEWELLERY RETAIL MARKET RESEARCH 2018

When your business operates online and in-store, the till is not just a point of sale, but

instead, a point of service. RetailStore can help you create a more personalised and

streamlined experience for your customers.

▶ Enable a single view of stock, sales

and customers across all sales

channels

▶ Workshop module allows booking in,

status, full records, and photography

▶ Cash for gold option that makes

paying out transactions easy, whilst

automating till balances and reporting

▶ Instant visibility and availability of

all ring sizes across all locations,

including online/warehouse

▶ Flexibility to accommodate special

bespoke orders, from design to

delivery

▶ Integrated loyalty module with cross-

channel promotion opportunities

▶ Easy gift card management and

processing across all channels

▶ Click and Collect/Reserve and

automated inter-branch transfers

▶ Biometric login/fingerprinting to

secure your till access and authorise

high value items

▶ Offer customers e-receipts from

in-store tills and capture valuable

omnichannel customer data

EPoS - More Than Just a Till

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We turned about 3-hours of work across a number of our staff into about 30-seconds.

Paul Hinds, IT Director, F.HindsSpeaking about using Cybertill’s RetailStore platform at RBTE 2017

t: 0800 030 4459 e: enquiries@retailstore.co.uk w: retailstore.co.uk @cybertill linkedin.com/company/cybertill

Schedule a FREE personalised demo

Cybertill provides complete retail management solutions for service-focused businesses. Its dedicated cloud

EPoS platforms, RetailStore and CharityStore, feature a real-time single view of stock, sales and customers across

all customer touch points including branded retail shops, pop-ups, franchises, concessions, online and mobile.

Trusted By Over 700 Retailers & Brands

See for yourself how we can help your business grow.

JEWELLERY RETAIL MARKET RESEARCH 2018

Retailer Selection

Using a mixture of sources including our own internal lists, Professional

Jeweller’s Hot 100, and Internet Retailing’s IRUK lists, we hand picked

35 Jewellery retailers. The retailers chosen for this research had to

meet the following criteria: 1) The retailer must have at least two stores

or showrooms in the UK, 2) The retailer must have a transactional

ecommerce website that shipped products to the UK.

Research and Criteria The research executed between 15-19 Jan 2018 using a Google Chrome

web browser on a Dell laptop running Windows 10. Criteria for the

research included the following: Does the retailer offer reserve and

collect (pay in-store on collection)? Does the retailer offer click and

collect (pay online at time of reservation)? Can a customer use the

website to view stock levels in a specific store from the product detail

page of a website? Does the retailer offer same day collection of goods

purchased or reserved online? Does the retailer offer a ring sizing service

in-store? Does the retailer offer a ‘Cash for Gold’- service wherein the

retailer will buy jewellery and give customers cash in-store? Does the

retailer have a workshop service available where they will provide

jewellery repairs to customers? Does the retailer offer a bespoke design

Research Methodology

retailstore.co.uk

service? Does the retailer offer servicing for watches? Does the retailer

offer gift cards? Can customers buy gift cards online? Can customers

use gift cards bought online or in-store? Does the retailer offer returns

in-store for purchases made online?

Terms and ConditionsThe data contained in this report is based on the researcher’s

judgement at the time of testing and in relation to documented

guidelines. The artwork contained within this report are copyright and

trademark of respective owners. Cybertill does claim ownership of the

artwork. The screen shots displayed within this report are displayed

to support constructive review and feedback within the topic of stock

management and omnichannel retailing.

Data contained within this report may only be published if crediting

‘Cybertill Jewellery Market Research Report 2018’ and a link back to retailstore.co.uk/jewellery-retail-market-research-2018/

For press enquiries, or to request access to the raw data, please contact

marketing@cybertill.co.uk

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JEWELLERY RETAIL MARKET RESEARCH 2018 16

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