HELP AND FAQs
My order hasn't arrived yet?
While the vast majority of items do arrive on time, there are occasional postage delays. Invariably domestic orders will turn up within a couple of days, but if after 10 working days your item hasn't arrived please email email@example.com. We will begin a lost in post claim, and issue you with either a replacement or a refund immediately.
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:
TWH, SDK 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. Alternatively, return your watch via your local Goldsmiths store free of charge or take advantage of our free returns service through Collect+ (available to UK residents only). Our returns department is incredibly efficient and dedicated to resolving any and all issues as quickly as possible.
When will I be refunded?
99% of refunds are processed on the day that the item is returned to us, but during peak periods some refunds may take slightly longer to process. The returns department will process all refunds as quickly as possible. We ask for up to 7 working days for refunds to be processed. The Returns department cannot be reached via the phone, but if after 7 days you haven't received your refund please contact us at firstname.lastname@example.org
What if I order a watch and I don't like it?
We operate a full 30 days refund policy, where if you change your mind on any purchase you can return it to us within 30 days for a full refund. All we ask is that the watch is returned to us unworn.
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.
Do you sell second hand, fake/replica watches?
No. We only sell 100% brand new goods. All of our watches are 100% genuine products, supplied to us directly from the manufacturer.
Do your watches come in boxes?
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.
Do your watches come with guarantees?
Yes, all of our watches come with the full international manufacturer's guarantee with our official distributor's stamp. You can purchase from us assured with the knowledge that your watch is fully guaranteed for the full period against workmanship faults.
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 us, you are assured that we are approved dealers of every brand listed on this website.
Are these watches actually in stock?
At The Watch Hut, we stock all of our watches listed on this website. 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 shelf for years. The Watch Hut dispatches nearly 100% of orders on time.
How do you send the items?
Items are shipped by Royal Mail. This method of delivery is fully insured. Certain items under £60 are sent via Royal Mail Tracked 48 by default, however you can always upgrade to Tracked 24 in the checkout. 9am delivery is also available in the checkout process.
The vast majority of tracked 24 and 48 items will arrive next day or within two working days respectively, however, this is not a guaranteed next day service.
Do you ship to BFPO addresses?
Yes, this is absolutely fine, and the delivery charge is calculated in the checkout (usually free of charge).
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.
Can I pay by cheque?
Unfortunately we no longer accept cheques as payment.
How much is delivery?
Delivery is free of charge for all orders within the UK over £60. Delivery to international locations is calculated in the checkout.
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 The Watch Hut on it.
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.
Can I write to you?
You can write to us at the following address: Customer Services Department, PO BOX 8174, Reading
Can you deliver on a Sunday?
Unfortunately, we are unable to deliver on Sundays at this time.