Covid-19 FAQs


A message from our CEO

Here at Watch Shop the health and wellbeing of our customers, employees and suppliers is always our top priority. Amid the developing Covid-19 situation I wanted to take the time to reassure you that we, as a company, are taking all steps necessary to look after our people.

In terms of ordering from us during this time, we are completely committed to fulfilling all orders and ensuring you receive your goods on time. We have measures in place to minimise any disruption and are currently operating our usual service, uninterrupted.

I also wanted to take this opportunity to thank you as valued customers of Watch Shop for your continued support, along with our team who are working incredibly hard to ensure we can continue to serve you to our usual high standards.

Kind regards


Robin Phillips
CEO at Watch Shop

Keeping Our Staff & Customers Safe

We are taking precautions in our warehouse to minimise cross contamination, as are our couriers (please check the Royal Mail and DHL websites on how they have adapted their operations).

Our warehouse staff have the option of wearing gloves when picking and packing orders and hand sanitiser has been placed at all entrances for staff use. We are also using sanitising sprays on all work surfaces and doors/handles throughout the day.

Careful consideration has been taken to ensure the wellbeing and safety of our staff. Social distancing is enforced, face masks are available and staff over 60 years old have been advised to stay home. If staff report that a family member is not feeling well or if they don't feel well themselves, we require the staff member to self-isolate for two weeks.

Delivery Update

Currently, our delivery is not affected and we are sending out orders as normal. Please be aware Royal Mail are currently experiencing some delays due to absence levels and volume of deliveries. For more information, please check the Royal Mail website. Our courier, DHL, currently remains unaffected; please check the DHL website for any updates.

Please note that Royal Mail Tracked 24 orders placed after 4pm on Friday and before 4pm on Monday will be received on Tuesday. This is due to Watch Shop not operating on Sunday subsequent to guidelines outlined by the UK government.

Updated Returns Policy

We have extended our returns policy during this time. Inform us that you would like to return your order within 14 days of receiving it, you now have 60 days to return your goods. For more information on our updated returns policy, please see our returns policy page.

Repairs

Our repair centres are currently not fully operational. We would therefore appreciate you refraining from sending watches back for repairs until our centres are back running as normal. As per your contact with us we will, of course, repair your watch in due course. However, we would be grateful if you could bear with us during this time of uncertainty.

Bracelet Adjustments

As most of our suppliers are closed during this time, unfortunately, bracelet adjustment requests will be delayed. Please bear with us and we will of course try our best to fulfil requests as soon as we can.

Product Availability

We have adequate stock in our warehouse to fulfil the majority of orders whilst our suppliers are closed. However, please note that we have limited stocks of gold jewellery in our warehouse and as our supplier is closed we are most likely unable to fulfil these orders. If we are unable to fulfil your order due to this, your order will unfortunately be cancelled.