FAQ
WHAT IS YOUR RETURN POLICY?
In the event that you are not completely satisfied with your order, you have 14 days to return any goods which were purchased as unseen.
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Please keep in mind that any item sent for a full refund must be delivered unused or unworn, and in the same condition in which it was received.
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In the event an item is received broken or damaged, we can offer a full refund, exchange or the option to have the piece repaired.
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Depending on the nature of the return, we can offer to cover the cost of return shipping.
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Watch Concierge Services may charge a re-stocking fee of up to 3% of the value of the watch.
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Please contact us for further information.
WHAT ARE THE SHIPPING OPTIONS AND HOW MUCH DOES IT COST?
We are pleased to be able to offer free, insured, next-day shipping within the UK on the majority of our pieces. Once your order has been received, we will be able to confirm this and let you know when your order is ready to be shipped. For international shipments, we would advise that you contact us before placing your order so that we can arrange the best method to ship your watch to you, and the costs involved.
HOW DO YOU SHIP ITEMS?
Watches that are being shipped within the UK are sent using Royal Mail Special Delivery which is a tracked, insured, next-day service. If you wish for your watch to be sent using another service, or wish for it to be shipped internationally, please contact us to arrange this.
DO YOU SHIP INTERNATIONALLY?
We ship internationally to most destinations, however, the shipping costs and any taxes incurred will need to be covered by the buyer. For international shipments, we would advise that you contact us before placing your order so that we can arrange the best method to ship your watch to you, and the costs involved.
HOW QUICKLY ARE ORDERS PROCESSED AND WHEN CAN I EXPECT TO RECEIVE MY ORDER?
We endeavour to ship your watch to you within 48 hours of receiving payment, however, we will contact you to confirm this and will be available should you wish to change the shipping date or address.
CAN YOU SIZE THE BRACELET FOR ME PRIOR TO SHIPPING?
Where possible we can remove links, or fit supplied links, to ensure your watch fits you perfectly and is ready to wear as soon as you receive it. If you have a slightly larger than average wrist and additional links need to be purchased, we can also assist you with this. Please contact us to find out more.
CAN I CHANGE OR CANCEL MY ORDER?
We endeavour to send your order out to you as soon as possible therefore cannot guarantee that changes can be made in time however please email or call us as soon as you are aware that your order needs to be cancelled or amended and we shall do our best to update this for you.
WHAT ARE THE PAYMENT OPTIONS?
We accept payment via PayPal and all major debit and credit cards, including American Express. There is also the option to pay via bank transfer if you would like to contact us to discuss this.
CAN I VIEW A WATCH IN PERSON FIRST?
Our photographs aim to show you the watch from every angle, including any imperfections. However, we appreciate that you may want to view a watch beforehand and we aim to facilitate this where possible – please contact us to arrange this. Please refer to our return policy if you would like to purchase a watch without viewing it beforehand.
CAN YOU EXPLAIN THE CONDITION REPORT OF A WATCH?
The condition of a watch can be described as the following:
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Unworn - possibly still stickered, no evidence of wear or damage. Any images showing the watch being worn are for the sole purpose of demonstrating its presence on the wrist.
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Excellent condition - very slight evidence of wear, possible light scratches or signs of light wear to leather straps
Fair condition - possible scratches to the case and bracelet, or signs of wear to leather straps
Unpolished condition - likely to have scratches to the case and bracelet.
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Please don't hesitate to ask if you would like further details on the condition of any piece. And please bear in mind that there is often the option of having a watch professionally refinished - please contact us for more details.
CAN YOU HELP ME TO SELL MY WATCH?
Yes, we can certainly help you to sell your watch. Initially, we would ask for the watch model number, its age and condition, any service history, and if it would be supplied with box and papers. We would then carry out numerous checks and research, and get in contact with you to discuss the various options available. However, please don't hesitate to contact us with any initial questions that you may have.
I’M NOT LOOKING TO SELL MY WATCH BUT CAN YOU GIVE ME AN APPRAISAL?
We’re always happy to help but it can take time to carry out the research to give a realistic appraisal. With this in mind, we’d be happy to give advice and an approximate value where possible.
CAN YOU OFFER VALUATIONS FOR INSURANCE?
We don’t carry out Valuations for Insurance ourselves however we can assist with this, either advising you of the best course of action or arranging a valuation on your behalf.
DO YOU OFFER GIFT CARDS?
It’s not always easy to find the perfect gift and gift cards are a great option. We can create a custom-made gift card to use via our website or with us directly. Please contact us to find out more.