All orders may be cancelled within 24 hours of submission. If payment for your order has been processed and you subsequently need to make a change or to cancel the order, you must contact us as soon as possible. Once the packaging and shipping process has started, it can no longer be cancelled.
You are eligible for a refund or reshipment if:
– you did not receive the product within the guaranteed time (45 days not including 2-5 day processing).
– you received the wrong item.
– you do not want the product you’ve received, but you must return the item at your own expense and the item must be unused. This does not apply to customised or engraved items.
– your pocket watch is still under the 1 year guarantee and has developed a mechanical fault.
You are not eligible for a refund or reshipment if:
– your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
– your pocket watch has been cosmetically damaged after first use.
Refunds are not accepted for personalised items unless they arrived broken or faulty.
You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by emailing [email protected]
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we may also require a receipt or proof of purchase.
If you are returning an item then you are responsible for delivery costs, and you should also consider using a trackable postal service as we can’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will notify you if you are approved for a refund and your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
Late or missing refunds (if applicable)
If you haven’t received a refund within 14 days, first check with Paypal, your bank or your bank credit card company, it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at [email protected]
We only replace items if they are defective or damaged. If this applies and you need to exchange it for the same item, send us an email at [email protected] and we will guide you through the exchange process.