FAQ

1. Are the watches genuine?

• All our watches are 100% genuine, our products are purchased directly from official distributors with all necessary paperwork to prove authenticity.

2. Do the watches come with warranty?

• All the watches sold on the website comes with 2 years movement warranty, please refer to our warranty information for further information.

3. Why do you not cover water damage even though it states my watch is water resistant? 

• The reason we do not cover water damage is because we are unable to prove if the user has mis-used their watch in water i.e. such as leaving the crown open or taking the watch into a depth deeper than what is recommended. Consequently, it becomes the customers word against ours. As a result, in order to prevent any potential damage that could otherwise occur due to usage in water, please do not use any watch purchased from us in water as you will not be covered under the terms of warranty. Therefore, any such usage in water is done so solely at the risk of the user and they are entirely aware of this fact. 

4. Do you offer next day delivery?

• Yes, we do. Next day delivery is an additional £4 at checkout. If the order is placed before 12pm we will ship the watch the same day and it will be delivered the following working day. If the order is placed after 1pm the watch will get dispatched the following working day. We are also able to offer guaranteed Saturday delivery for an £8 surcharge, for orders placed on a Friday before 12pm. Next day delivery is only available to UK customers.

5. Are you able to offer international shipping?

• Yes, we do. We offer worldwide shipping via DHL Express charged at £15 for EU orders and £25 for the rest of the world.

6. Can I have a watch delivered to a different address rather than the billing address?

• Yes, when checking out please select which address you would like it delivered to. You will be then taken to merchant payment and you will have to reconfirm the delivery address. If you do not reconfirm the delivery address it will be sent to the address on merchant checkout. Please note that we can only ship to the same country as the billing address. 

7. Who will Designer Watch Shop use to ship my new purchase?

• Royal Mail is our shipping partner for all UK deliveries. For international orders we use DHL Express.

8. Do I have to pay import charges if I am not in the UK?

• Customers in the EU will not be liable for import taxes, all orders will be shipped duties and taxes paid. Customers outside the EU please get in touch for more info.

9. I need someone else sign for my delivery, is that ok?

• Yes, anyone at the specified delivery address can sign for your parcel.

10. What payment methods do you accept?

• We accept VISA, MASTERCARD, DELTA, SWITCH, SOLO, MAESTRO, VISA ELECTRON and AMERICAN EXPRESS, we also accept payment via PayPal.

11. The item I ordered is now reduced. Can you refund me the difference?

• Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. 

12. I am experiencing Technical Problems! What should I do?

• Please email contact@designerwatchshop.com to report this problem and our technical team will fix it and get back to you.

13. I want to change or cancel my order, can I do this?

• If you wish to change or cancel your order please contact us as soon as possible, if the order has not been shipped, we will be happy to cancel and refund your purchase. Once your order has been shipped, unfortunately at this stage it is not possible to change or cancel it, you may however refer to our returns policy to return the item.

14. There is a chance that there may be nobody in when you deliver my parcel. What will happen to it?

• DPD will leave you a card informing you that delivery has been attempted, you will also receive a text message informing you that delivery was attempted and instructions on how to arrange re-delivery.

15. When will my order arrive?

• Standard Delivery Orders: We aim to deliver Standard Delivery orders within 2-3 working days. We also offer next day delivery on all orders placed before 12pm. For international orders it will take 2-5 working days, however it may get delayed if held in international customs.

16. How do I know if my order has been shipped?

• Once you have received email confirmation that your order has been shipped, please remember to allow up to 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, courier services can slow down, so we ask you to wait 5 working days after your order is dispatched before contacting us at contact@designerwatchshop.com.

17. I don't like my new purchase and I want to return it, what do I do?

• Please click here for our returns policy.

18. I received the wrong item, what can I do?

• If the item you received is not the one you ordered, please accept our apologies in advance. We will issue a pre-paid postage label for the item to be returned to us. The correct item will then be dispatched promptly, alternatively if the item is no longer required a refund will be provided upon receipt of the returned item.

19. How long will it take for my refund to be processed?

• Please allow 3-5 working days for your parcel to get to us. Once we have processed your refund we will send you an email to notify you this has taken place (the email will be sent to the same email address as your Order Confirmation email was sent). Please allow a further 2-3 working day`s after receiving the refund confirmed notification email for the funds to be credited to your account. We have no control over this time frame. It is completely dictated by your bank/card issuer. Please note: the refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will contact you.

20. Can I return my unwanted order to your distribution centre in person?

• No, for security purposes, we are unable to accept any orders returned to our distribution centre or any of our offices.

21. Do I have to pay for the postage when I return my item?

• If you are returning an item(s) to us for a refund or an exchange, then the cost of returning the item to us is your responsibility. Please click here for our returns policy. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. It is also important that you obtain proof of posting from the Post Office when returning your item to us.