Free UK Delivery On All Orders
Price Promise We won’t be beaten
Engraving Service On Selected Products
Worldwide Shipping Available

FAQs

Please select the subject below and click for more information.
  • How do I return an item for exchange or refund?

    In addition to your statutory rights, we will offer a refund or exchange on any of our items returned unworn and in their original condition with the original box/guarantees.

     


    Full policy procedures are as follows,
    Items Returned within 28 days = Exchange or Refund.

     


    For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. For reasons of hygiene earrings cannot be returned for any reasons unless proven faulty when purchased.

    To return your item , download our returns form (pdf) file and fill in the relevant boxes. Enclose a copy or your original invoice stating the reason for returning your item. You are responsible for the costs of returning the goods and we strongly recommend you return your parcel via Royal Mail 1st Class Signed For Delivery only. This should be no more than £4.50. Please do not upgrade the post as we will take responsibility for any lost parcels as long as you keep a record of the tracking number.

     


     

  • What should I do if my purchase becomes faulty later on?

    Should your purchase becomes faulty later on and the goods are still within the warranty, they will need to be returned to the service centre addressed on your guarantee along with your guarantee and a reason for returning your item.

    If the product is no longer under warranty please contact the customer care team on 02476 501002.

  • When will I receive my refund?

    Once we have received your parcel back, please allow up to 10 working days for us to deal with your return and take the appropriate action, whether it be an exchange or refund.

  • I have received a faulty item

    We are very sorry if you have received a faulty product. Please contact our Customer Service team for further assistance on 02476 501002.

  • Is your website secure?

    Yes our website is secured using an encryped connection through an SSL Certificate. 

    An SSL certificate is a bit of code on the web server that provides security for online communications. When a web browser contacts this web site, the SSL certificate enables an encrypted connection. It’s kind of like sealing a letter in an envelope before sending it through the mail.

    SSL certificates also inspire trust because each SSL certificate contains identification information. When you request an SSL certificate, a third party verifies information and issues a unique certificate to you with that information. This is known as the authentication process.

  • How do I pay for my goods?

    We accept Delta Visa, Switch, MasterCard and Solo. Payment can also be made using your PayPal and Amazon checkout account. Our site is secured by Secpay, MasterCard secure code.

  • Can I have my order sent to a different address?

    Yes we can deliver to a different address but a signature will always be required upon delivery of the goods, you can select different addresses during the checkout procedure.

     

    If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

  • Can I place an order over the telephone?

    You can call our customer service team on 02476 501002 between Monday – Friday 9.00am to 5.00pm to place an order. Please note if you are calling to place an order, help us by going on our website and adding the products you require to your shopping bag or wishlist to view the product codes (which are needed to place an order over the telephone).

     

    If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

     

    You can contact our experienced Customer Service Department Team on 02476 501002 between Monday – Friday 9.00am to 5.00pm.

  • Can I have my order personalised?

    Yes as long as the products the customer is purchasing are engraveable we offer a bespoke engraving service for all of our customers, . For full details on engraving please visit the Engraving section of our website.

  • Do you deal with corporate orders?

    Yes we do deal with corporate orders. Our corporate service is an ideal way to give clients or work colleagues a gift that will make an impression.  Please contact us on 02476 501002 where our friendly customer care team will help whilst enabling you to manage corporate gifting with ease and convenience.

  • Do you provide a price match promise service?

    Yes we do provide a  price match promise service.

     

    We are confident that we will not be beaten on price and we believe we are amongst the lowest prices in this market, if you find an identical product on a UK based website for a price lower than us then we will contact you with a lower price and give you the opportunity to buy it at the lower price we offer you, If it meets our terms and conditions*.

     

    *Terms and conditions for Price Promise are:
    We can only match with websites that are from UK based websites and the price promise is void if purchasing from an international website (i.e USA, Europe), the customer must consider that due to import tax and customs duty we are unable to price promise on international websites. We can only price promise with other official Watch and Jewellery Dealers- We do not Price Promise against second hand dealers, imports or products which are listed on E-bay. We will only beat the compared price product once the total price of the product including postage and packaging has been totalled on the compared website product. We are unable to Price Promise products which are in liquidation or in clearance sales on the compared website. We will make every best effort to match and beat the price of the compared product you have given us, we reserve the right to refuse any price promise request for any reason we give.

  • Can I cancel or change my order?

    If you wish to cancel or change your order please contact us as soon as possible, so we can take the appropriate action before we have dispatched your order,

     

    If we have already dispatched your order and you no longer require it, you can refuse to sign for your order and it will then be automatically returned to us. We will then take the appropriate action when we receive it back.

  • Do you take engraving details over the phone?

    We do not take engraving details over the phone.  If for any reason you cannot order your pocket watch online and we take a phone order we will always ask you to send your engraving details, exactly how you wish them to be engraved, to us by email.  This will in turn be added to your order. 

  • What is suitable for engraving?

    We can engrave on the front and back outer cases and in plain shields depending on the pocket watch chosen. Each pocket watch is set with the appropriate amount of characters suitable for the model. Please note that we do not engrave on the inside cases of any pocket watches.

  • What are the engraving costs?

    The cost of engraving is £8.00 for one side, front case or back case or £15.00 for both cases. Some products come with free engraving.

  • Do we do image engraving?

    Yes we can offer an image engraving service. We would need the image emailed to us in JPeg format preferably in black and white. Once we have seen the image and established if it is possible to engrave this on your chosen pocket watch the cost of this is £20 per image.

  • How long will it take for me to receive my goods?

    With standard delivery, allow up to 5 working days.
    If you have upgraded your delivery you can expect your order sooner.

    Special Next Day Delivery will be delivered before 1pm the day after ordering, providing the order was placed before 3pm.

    24 Hour Tracked will be delivered within 24 hours of dispatch

    48 Hour Tracked will be delivered within 48 hours of dispatch

    Special Saturday Delivery will be delivered before 1pm on Saturday, providing the order was placed before 3pm Friday.

    For European Delivery allow 3-7 working days. A signature is required.

    For International Delivery allow 6-10 working days. A signature is required.

  • Will I need to sign for my order?

    All order which are sent out Recorded or Special Delivery will require a signature upon delivery of the goods. If you are out they a 'While you were out' card will be left which you will need to take to your nearest postal depot to pick up your parcel. If you do not collect it within a short period of time, then the parcel will get returned to the sender.

  • Can I track my order?

    Once your order is ready for dispatch, an email will be sent to you with a unique tracking reference which can be traced online at www.royalmail.com. Please contact our Customer Service team on 02476 501002 if you have any concerns.

  • Why haven't I received my order?

    Once you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we can only replace or refund the order after 21 working days, and after the post office is happy to clarify that the parcel is lost. Alternatively we will send a replacement out immediately at the same cost and your original purchase costs will be refunded after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

  • Are parcels insured?

    Once you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we can only replace or refund the order after 21 working days, and after the post office is happy to clarify that the parcel is lost. Alternatively we will send a replacement out immediately at the same cost and your original purchase costs will be refunded after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

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