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• We only deliver to addresses in the United Kingdom, including the Channel Islands and BFPOs, and to those international countries specified.
• Orders are usually dispatched the same working day if ordered before 4.00pm (for guaranteed next day delivery call 01384 721555 to avoid disappointment), but please allow up to 3 working days for delivery depending on speed of UK Mail or Royal Mail service. For international orders, please allow 7 to 10 working days for delivery.
• All orders, within the United Kingdom (including the Channel Islands and BFPO's), are delivered free of charge using UK Mail or Royal Mail. Orders of £60 or over or orders sent using our expedited delivery service will require a signature upon delivery. All orders are fully insured by the delivery carrier or ourselves (Please note, once signed for at your delivery address, responsibility of ownership of the delivered product is then yours).
Below is our guide to what type of delivery service is used for orders:
|Value Of Order||Dispatch Type||Delivery Time||Cost|
|£0.00 - £59.99||Royal Mail First Class Delivery||1-3 working days of dispatch time||Free|
|Between £60.00 and £249.99||UK Mail Next Day Delivery||Next working day on orders placed before 4.00pm||Free|
|Over £250||Royal Mail Special Delivery||Delivery next working day before 1.00pm on orders placed before 4.00pm. Signature required.||Free|
|£0.00 - £59.99||UK Mail Next Day Delivery||Next working day on orders placed before 4.00pm||£2.00|
|European orders below £99.99||Royal Mail Airsure (or International Signed For)||2-5 working days from dispatch time||£2.95|
|European orders above £100||Royal Mail Airsure (or International Signed For)||2-5 working days from dispatch||Free|
|Rest of World orders below £199.99||Royal Mail Airsure (or International Signed For)||3-10 working days from dispatch||£4.95|
|Rest of World orders above £200||Royal Mail Airsure(or International Signed For)||3-10 working days from dispatch||Free|
• Once your order is dispatched, we will email you to tell you this. You can check the status of your order at any time in the 'my orders' section of the website.
• If you do not receive your order within 5 working days do not hesitate to contact us on 01384 721555. For international orders, please allow 10 working days
• Please also see our terms and conditions for further information on deliveries.
ADDITIONAL INFORMATION FOR EUROPEAN UNION AND INTERNATIONAL CUSTOMERS
Personal customers in the UK and EU states
The Watch Hut is a UK company that dispatches goods from its warehouse located in the United Kingdom. As such the company operates within the laws and regulations of the European Taxation and Customs Union for sales within the EU.
For sales to addresses within the EU, the price shown on the website will include all applicable taxes relating to purchases for personal use.
Customers permanently leaving the UK or EU after purchase
If you are visiting the United Kingdom, or the European Union, from a country outside of the European Union and leave within 3 months of purchasing the watch then you can back claim the VAT, at the prevailing rate, when you leave.
To do this, you will need to contact us on 01384 721555 to obtain a VAT refund form.
Personal customers outside of the EU
Outside of the EU, Goods will be supplied minus UK VAT (currently charged at 20%). The Watch Hut will provide full documentation to help the receiving customs officials identify the goods and its sale price. (This will usually consist of a CN22/CN23 form.)
All orders placed from outside the European Union may be subject to additional import taxes imposed by your local government. If imposed, the responsibility remains with the purchaser to settle these additional tariffs directly with the responsible government agency or its agent.
In certain circumstances additional fees may be applied by postal agencies or couriers to collect these tariffs should the government agency allow delivery services to offer this service within their territory.
The Watch Hut encourages all overseas customers who are unsure of current Customs and Excise requirements in their region to contact their local office for advice on importation tariffs for goods received from the UK.
• If you would rather collect your order from one of our stores, then we are able to arrange this for you. You will need to phone us, on 01384 721555, to place the order and to arrange the collection details.
• Payment must be made when you place the order and you will need to take photographic identification with you when you collect the order from the store.
Returns & Refunds Policy
If, for any reason, you are unhappy with your purchase, or it does not meet your requirements, you can return it to us, in its original condition and packaging, within 30 days of receipt of the original purchase (on purchases made on or after 19/05/2010) and we will issue an exchange or a full refund for the price you paid for the item (see our refunds and exchanges policies). Unless faulty, we cannot accept the return of watches that have been worn, personalised or had their bracelets adjusted.
Items must be returned within 30 days of receipt; if items are returned after this time, we are within our rights to refuse a refund but may be willing to offer an exchange, subject to it being in pristine condition. In the unlikely event that you receive a watch that is defective, has been damaged in transit, or is not the one you ordered then you can return it to us for exchange or a full refund within 30 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a watch to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the watch was wrongly ordered by yourself.
In the unlikely event that your item arrives without any of the documentation (instruction booklet, guarantee), we would need to be informed within 48 hours of receipt: simply call 01384 721555 so we can ensure the correct documentation is sent out to you. If we are not contacted within 48 hours of receipt, then we make the assumption that the item has arrived with all the correct documentation. This returns policy does not affect your statutory rights.
How To Return An Item
Items must be returned in their original packaging and with all booklets, guarantees and product tags if they are attached. If the watch has had links removed to fit your wrist you must return the additional links if they have been sent with the watch. To enable us to process your return more efficiently, we ask you to include a covering note with your item stating why it is being returned and whether you want an exchange or a refund. In this note you should also include your order or invoice number, or a copy of the original invoice, so that we can track your order on the system. If an item is returned without a covering note then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a £10.00 administration fee.
Returns should be sent via an insured and traceable method, such as Royal Mail Recorded or Special Delivery, as we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Royal Mail website's 'track and trace' facility. If a parcel does go missing and never reaches us, it is your responsibility to claim for the item from Royal Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it, then we shall deduct that amount plus a £10.00 administration fee from any refund. Please allow up to 3 working days after receipt for all refunds and exchanges to be processed.
Items purchased from our website (thewatchhut.co.uk) should not be returned to our stores. Should you need to return your purchase, please send the item, using a recorded postal service to our returns centre at the following address:
The Watch Hut
Unit 20 Waterfront East
This does not affect your statutory rights.
Our Exchange Policy
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above (remember the 30-day window for exchange begins with the original purchase). In the covering note accompanying your return, we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary. If there is any extra charge to pay, we will contact you so that payment can be made over the phone. If there is a partial refund due then this will be credited back onto the card used for the original transaction. If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement watch. If this is the case, we shall contact you to inform you of this. If you return an exchanged item for a further exchange, or refund, then we reserve the right to charge an administration fee of £10.00 as well as an additional postage fee. This exchange policy does not affect your statutory rights.
Our Refunds Policy
When we receive a watch returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund (remember the 30-day window for refund, unless the new item happens to be faulty, begins with the original purchase). The refund will be for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase. If you have not received your refund within 7 working days of us receiving your watch, then please contact us on 01384 721555 for assistance. If we have agreed to refund the postal cost incurred returning a watch to us, this will be done in the form of a cheque. If you return an exchanged item for a refund then we reserve the right to charge an administration fee of £10.00 to cover our extra postage costs. This refunds policy does not affect your statutory rights.
In the unlikely event that your watch develops a fault within a short and reasonable period from receipt then you can return it to us and, if we find it to be faulty, we shall exchange it for you. If, however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty, we shall also refund your postal expenses in the form of a cheque. Please note we cannot make any concrete promises to exchange an item, or issue a postal refund, until we have seen and assessed the item. If your watch develops a fault within the period of the manufacturer's guarantee then please read the section below on 'Watch Under Guarantee' for more information on what to do. Your statutory rights are not affected.
Watches Under Guarantee
All of our watches are covered by their manufacturer's guarantees, please consult your guarantee booklet for information on the length its length. You should keep any guarantee booklets and cards safe so that they are available if necessary. We strongly recommend that you read the guarantee as this informs you what is and what is not covered, but we have included a general guide below.
In general, the manufacturer's guarantee covers malfunctions that arise due to defects in materials and workmanship. The manufacturer's guarantee does not cover damage to the bracelet, strap, attachments or the glass crystal due to normal wear and tear, accidental damage and excessive wear and tear/abuse. It also does not cover water damage done to the watch if it has been used outside of the manufacturer's recommended guidelines. The guarantee is usually rendered void if unauthorised repairs have been carried out by someone other than an authorised dealer of the brand. The manufacturer's guarantee is in addition to your statutory rights.
We always recommend that if your watch does develop a fault you take it into an authorised dealer of the brand who should be able to confirm whether it is covered under the guarantee or not. If the watch does develop a fault which is covered by the guarantee then you can either return it direct to the manufacturer yourself, with a covering note outlining the problem and your guarantee booklet, or return it to us to send to the manufacturer on your behalf. If you want to return it to us then we would ask you to include a covering note outlining what the problem is and containing a contact number. We also require you to send in your guarantee booklet, card or certificate. Upon receipt we shall check and test the watch to confirm any faults and whether they should be covered by the guarantee and then return it to the manufacturer as necessary. If we find that the problem is not covered by the guarantee, we shall inform you as soon as possible. The turnaround time for repairs under guarantee is usually 3 to 4 weeks, subject to part availability. If there is going to be a longer delay then we shall contact you to inform you of this. If the problem is not covered by the guarantee we can still get it repaired for you by the manufacturer but there will be a charge, inclusive of postage. We will inform you of this charge and if you wish to have the work done then we will need payment prior to the work being undertaken.