Frequently Asked Questions

Please browse below questions which are frequently asked and their corresponding answers. Please note that we also offer a full support section with a technical knowledge base, available here: WatchShop Support

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Our Products

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What if my watch stops working?

If you suspect your item is faulty please return it to us at your earliest convenience. Our returns address is as follows:

Watchshop Returns
PO BOX 8174
Reading
Berkshire
RG6 9PE

We recommend using a special delivery service so that the item is insured and trackable on it's way back. Retain your receipt for postage and we will reimburse you for the cost if a manufacturing fault is confirmed.

Our returns department is incredibly efficient and dedicated to resolving any and all issues as quickly as possible.

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What is Security Validation?

Unfortunately the industry we operate in experiences a number of fraudulent incidents. For this reason, our levels of security far exceed other online businesses; this is to protect both our customers and WatchShop.

Our security team needs further information from you before your order can be processed. You should have received an email from the team, but if you haven't please contact them directly at security@watchshop.com. Please note, the security process cannot be resolved over the phone.

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When will I be refunded?

99% of refunds are processed on the day that the item is returned to us, but due to the seasonal period some refunds may take slightly longer to process. The returns department will process all refunds as quickly as possible. We ask for up to 14 working days for refunds to be processed. The Returns department cannot be reached via the phone, but if after 14 days you haven't received your refund please contact us at helpdesk@watchshop.com.

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Why are your prices so low?

WatchShop delivers thousands of watches to customers every day in an absolutely efficient manner, enabling us under certain circumstances to offer special offers and exclusives.
However, just because we sell watches in great quantities, that doesn't mean you won't receive the same after care that you would benefit from if purchased at a high street store. Our sales lines are open 7 days a week and in the event of any problem our customer support lines are open Monday to Saturday. You also receive full technical support from the manufacturer, as well as their fully authorised warranty.

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What if I order a watch and I don't like it?

We operate a full 14 days refund policy, where if you change your mind on any purchase you can return it to us within 14 days for a full refund. All we ask is that the watch is returned to us unworn.

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Are batteries included in the watches?

Yes, brand new batteries are included in all watches. These are fitted at the factory by the manufacturer - your watch is ready to wear as soon as you receive it.

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Do you sell secondhand watches?

No. We only sell 100% brand new goods.

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Do you sell fake/replica watches?

No. All of our watches are 100% genuine products, supplied to us directly from the manufacturer.

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Do your watches come in a box?

Yes, all of our watches come in the official box from the correct manufacturer, exactly as you would get if you were to purchase them in a high street retailer. An example picture of product packaging is listed on each product details page.
We do not sell loose, unboxed watches.

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Do your watches come with guarantees?

Yes, all of our watches come with the full international manufacturer's guarantee with the official distributor. You can purchase from us assured with the knowledge that your watch is fully guaranteed for the full period against workmanship faults.

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Are you an official supplier of these watches?

Yes. We are an official supplier for all of our watch brands. We do not obtain watches from the 'grey market' like some other internet websites. You should beware of buying from companies who are not official suppliers as they are unable to deal with the manufacturer directly and offer you the support you may need in the event of a problem, or obtain replacement parts. There has been an explosion of internet watch websites over the past few years, and it can be difficult to determine which are official and which aren't. With Watch Shop, you are assured that we are approved dealers of every brand listed on this website.

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Are these watches actually in stock?

At WatchShop, we stock all of our watches listed on this website and we currently hold over 100,000 watches in stock. So, unlike some of our competitors, we ship our watches directly from our stock so you can be assured of speedy delivery. We hold our stock in a high security warehouse, and our stock turnover is rapid - so you won't receive an old watch with a half-dead battery, or one that has been sitting on a jeweller's shelves for years. WatchShop dispatches nearly 100% of orders on time.

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Delivery

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My order hasn't arrived yet

Attached to your dispatch note is a tracking number. You can track where your order is through the DHL or Royal Mail website, depending on the courier. If you cannot get tracking information and it has been longer than:
10 working days for Royal Mail
10 working days for DHL Express
21 working days for DHL Global Mail
Please contact our customer service team who will investigate the missing parcel with the relevant courier.

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How much is delivery?

For detailed information on our delivery costs, please visit our delivery policy page.

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What kind of packaging do you use to protect my watch in transit?

For maximum protection, we use our own custom-cut cardboard boxes which snugly fit the boxes of all watch brands which we sell, filled with air bags or polystyrene. Also, we appreciate that the purchase of a watch is often intended as a gift, therefore all of our packaging is completely unbranded with no mention of WatchShop on it.


"Perfect packaging and description.Very quick delivery. A pleasure thank you"

"Amazingly fast delivery, and in perfect condition - full marks!"

"Excellent service.next day delivery. great packaging. Item received in great shape. Thanks "

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Can you deliver to work addresses?

Yes. You can choose to have your purchases delivered to an alternate work or residential addresses without a problem. Simply specify your chosen delivery address in the checkout.

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Can you deliver on a Sunday?

Unfortunately, we are unable to deliver on Sundays at this time.

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How do you send the items?

Items are shipped by Royal Mail and you also have the option in the checkout to use a courier if you prefer. Next day delivery is available on all orders. This method of delivery is fully insured. Certain items under £60 are sent by Royal Mail First Class Delivery by default, however you can always upgrade to Special Delivery in the checkout. 9am delivery is also available in the checkout process.

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Do you ship to BFPO addresses?

Yes, this is absolutely fine, and the delivery charge is calculated in the checkout (usually free of charge).

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Do you ship to international locations?

Yes. Simply checkout as usual and select your country as normal. Delivery to EU locations is shown in the checkout. Delivery to non-EU locations is usually £5 extra, depending on the country. All delivery options are displayed in the checkout process.

*For more information on delivery, please check out our delivery page

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Finance

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How do I ask a question about the Credit Agreement?

If you have a question, require further information or if there is anything you do not understand regarding the credit agreement, please call Omni Capital Ltd on 0333 240 8318 or seek free, independent advice from organisations such as the Citizen Advice Bureau or the Money Advice Service.

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How long does it take to apply online?

Our online application form typically takes less than 3 minutes to complete. Your application is then instantly sent to the finance company and they will typically respond with their decision in around 10 seconds. Some applications may take longer to process. If for any reason we can't give you an instant decision you will be notified on screen as part of the application process and also by e-mail, with a follow up e-mail as soon as a decision is confirmed.

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Can I cancel my credit agreement if I change my mind?

You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which the agreement is made or, if later, the date on which we will tell you that we have signed the agreement). If you wish to withdraw you must give the finance company notice in writing or by telephone or email. The name of your finance company will be clearly shown on your credit agreement (see contact details below). Please note that if you do give notice of withdrawal, you must repay the full amount of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. If you want to settle the loan after the 14 day cooling off period, you may do so but you will also have to pay interest accrued from the date the agreement was made until the date you repay it. If you wish to pay by debit card please telephone the finance company.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall 
London
E14 9SR

Telephone: 0800 0 234 567 / 0300 123 9 123
Email: customerenquiries@ocrf.co.uk

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What are the requirements for finance?

You must be a permanent UK resident and able to supply 3 years address history. Employment or retired and receive a net monthly income of at least £700. Have a good credit history and own a debit or credit card. You must have a UK bank account capable of accepting Direct Debits. The goods must be delivered to your home address and the deposit must be paid using a credit or debit card.

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Do I need a bank account?

Yes. You must have a UK bank account capable of accepting Direct Debits.

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Do I need to pay a deposit?

Yes. If your credit application is accepted, you will be required to pay a deposit online, using a credit or debit card. The amount of the deposit is shown in the credit summary (displayed on the top left hand side of the screen throughout the credit application form) and on the credit agreement itself.

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How do I repay the loan?

Your monthly repayments are collected by Direct Debit.

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Can I pay my agreement off early?

You have the right to repay all or part of the credit early at any time, you should contact Omni Capital Ltd for details by phone, e-mail or letter at the following:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall 
London
E14 9SR 

Telephone: 0800 0 234 567 / 0300 123 9 123
Email: customerenquiries@ocrf.co.uk

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How much does the loan cost?

The total cost of the loan is shown on the finance agreement.

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Are there any other charges?

If you fail to pay any amount you owe under the Credit Agreement by the date it is due, Omni Capital Ltd may charge you interest on that amount, they may also levy additional fees - details of these can be found in the credit agreement.

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How long before I have to start to repay the loan?

Omni Capital Ltd will write to you to confirm the date that your repayments will commence. The first payment is typically due 30 days following the date of delivery of your order.

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What APR will I be charged?

The APR is shown clearly on the credit summary (in the top right hand corner of the screen) throughout the credit application process. It is also shown clearly on the credit agreement itself.

*For more information on finance, check out our finance options page

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