Returns & Refunds Policy

Our promise

Buying a watch you have only seen in photographs takes a degree of trust. This policy is how we earn it.

If you are not satisfied with your purchase, you have thirty days from the date of delivery to return it for a full refund. You do not need to explain why. It does not have to be faulty, mis-described or wrong. If it simply is not the watch for you, that is reason enough.

The sections below cover the practical steps — how to start a return, how to send the watch safely, and when your money arrives. None of them are conditions on the promise above; they are the mechanics of carrying it out.

The thirty-day return window

The return window is thirty calendar days from the date your watch is delivered, as shown by the carrier’s delivery record.

To stay within the window, contact us to request a return before the thirty days are up. The watch does not need to be back with us by day thirty — it needs to have been requested by then.

How to start a return

Contact us through the contact page and tell us your order number and that you would like to return the watch. You do not need to give a reason.

We will reply with a return authorisation and written instructions covering how to pack the watch, how to ship it, and the address to send it to.

Please wait for authorisation before shipping

This is the one step we ask you not to skip. A watch sent back without authorisation may arrive uninsured, unrecorded, or at an address where nobody is expecting it. Waiting for the authorisation means your return is logged, expected, insured and tracked from the moment it leaves you.

Condition of returned watches

Please return the watch in the same condition it reached you. In practice that means it can be tried on, examined, sized against your wrist and worn indoors while you make up your mind — but not worn out into the world, swum in, knocked about, serviced, polished, engraved or altered.

Keep the protective stickers and tags on where they were present on arrival. If a watch arrived unworn with factory stickers, returning it with those stickers intact keeps it in the condition it was sold in.

We are reasonable about this. Normal handling during a genuine appraisal is expected and is not a problem.

Original packaging and accompaniments

Please return everything that came with the watch: the box and papers where they were included, any additional links removed during sizing, warranty cards, tags, manuals, spare straps and any other accessory listed on the original product page.

Where a watch was sold as a full set, the set is part of what makes it that watch. Returning it complete is what allows a full refund to be issued.

Please also keep and reuse our shipping materials where you can. They are chosen for this purpose.

Return shipping

Your return authorisation includes specific instructions on how to send the watch back. Please follow them exactly, in particular the requirements to ship the watch fully insured for its full value and with tracking and signature on delivery.

Do not write anything on the outside of the parcel that identifies the contents or their value, and do not use a service that leaves packages unattended. Send us the tracking number once the return is on its way.

Inspection on arrival

When your return arrives it is checked against the original order: the correct reference and serial, the accompaniments, and the condition it was sold in.

Inspection is a verification step, not an attempt to find fault. If everything is as expected — which it almost always is — your refund is approved and issued. If something is missing or the watch has come back in a materially different condition, we will contact you and talk it through before taking any decision.

How and when refunds are issued

Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.

• Credit card orders are refunded to the card used for the purchase, for the full amount you paid, including the 5% credit card processing fee.
• Bank wire orders are refunded by wire transfer to the originating account. We will ask you to confirm the receiving details in writing before we send funds.

Timing

Refunds are issued promptly once a return has been received and inspected. From our side, that is a matter of days rather than weeks.

How quickly it then appears to you depends on your bank. Card refunds are typically visible within a few business days of being issued, though some issuers take a full statement cycle to post them. Wire refunds settle on the banks’ own timetable. Neither is within our control, and we will give you the refund confirmation or reference so you can follow it up if it is slow.

If a watch is damaged on its way back

This is precisely what the insurance and tracking requirements are for. If a returned watch is damaged or lost in transit, send us the tracking number, the carrier’s receipt and the insurance details from the return shipment, and we will help you pursue the claim with the carrier.

A return that arrives damaged because it was sent uninsured, untracked or inadequately packed against the instructions we issued may not be refundable in full. Follow the instructions and this does not arise.

If your watch arrives damaged or is not what you ordered

This is not a return — it is our mistake or the carrier’s, and it is handled differently and at our cost.

Contact us as soon as you can with your order number and photographs of the packaging and the watch as you received it. Do not send it back until you have spoken to us, and keep all packaging, which we may need for a carrier claim.

Where a watch arrives damaged in transit, or where the item delivered is not the item you ordered, we will arrange collection and put it right — by replacement where that is possible, or by a full refund including the 5% processing fee if you paid by card. You are not out of pocket for a shipping or fulfilment error.

See also the delivery inspection guidance in our Shipping Policy.

Practical exceptions

The thirty-day promise is deliberately broad. The few situations it does not stretch to are these:

• Returns requested after the thirty-day window has closed.
• Watches that have been serviced, polished, engraved, resized in a way that cannot be reversed, or otherwise altered after delivery.
• Watches returned materially incomplete — for example a full set returned without its box and papers — where the missing items cannot be supplied.
• Damage caused after delivery rather than in transit.

If you find yourself in one of these situations, talk to us anyway. We would rather look at the circumstances than hide behind a clause.

Nothing in this policy affects any statutory rights you have as a consumer.