Here we provide you with the answers to some of the most common questions that we are asked. If the question you need answered isn’t covered then do not hesitate to contact us via email (sales@thewatchhut.co.uk) or call us on 01384 721555, where one of our sales team will be happy to help.
1) About The Watch Hut
Who are The Watch Hut?
Established in November 2005, the Watch Hut is an Internet trading arm of DM London Ltd, famous for operating the watch concessions within the Selfridges chain of department stores. See the ‘About Us’ page for more information.
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Do you have shops that I can visit?
We are primarily an online store, and are pleased to offer an extensive range of watches. However, some of the more popular items from our range are available from our concessions in Selfridges in London, Birmingham and Trafford, Manchester and our store in Long Acre, London.
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Are you authorised dealers of the watches you sell?
Yes, we are authorised dealers for every brand featured on our website, so you can buy safe in the knowledge that you will be getting an official and authentic product.
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Established in November 2005, the Watch Hut is an Internet trading arm of DM London Ltd, famous for operating the watch concessions within the Selfridges chain of department stores. See the ‘About Us’ page for more information.
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Do you have shops that I can visit?
We are primarily an online store, and are pleased to offer an extensive range of watches. However, some of the more popular items from our range are available from our concessions in Selfridges in London, Birmingham and Trafford, Manchester and our store in Long Acre, London.
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Are you authorised dealers of the watches you sell?
Yes, we are authorised dealers for every brand featured on our website, so you can buy safe in the knowledge that you will be getting an official and authentic product.
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2) Our Watches
Are your watches new?
Yes, all of our watches are brand new and direct from the manufacturer.
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Are your watches genuine?
Yes. We are authorised dealers for every brand we stock and all of our watches are supplied directly from the manufacturers.We would recommend only ever purchasing from authorised dealers to assure your product is genuine and not a 'grey market' import. Grey market watches will often be the genuine product; however, they will usually have their serial numbers removed so the source of the model cannot be traced. Without a serial number, official dealers will not be able to service or repair your product.
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Will the watch come in a box and with all the instruction booklets?
Yes, all of our watches come supplied in the manufacturer’s own packaging and have all the relevant instruction booklets and guarantee certificates. Your watch will come just as if you had purchased it from one of our shops.
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Do you get a guarantee with the watch?
Yes, all of our watches come with the full manufacturer’s guarantee which is stamped by us to validate it. The length of the guarantee will be from one to five years depending upon the manufacturer. We recommend that you read the guarantee so that you are familiar with what it does and does not cover.
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Why are your prices so low?
Because we are an Internet retailer we do not have the same overheads as shops and so are able to pass on these savings to you. As one of the largest players in the UK watch marketplace we are able to buy at preferential rates directly from the manufacturers
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I don’t see the watch I want on your website, can you get it for me?
Probably. If you cannot see the watch you are looking for on our website and it is one of the brands we stock, then please call us on 01384 721555 and we will do our best to get that watch for you.
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Can you adjust the watch bracelet for me?
Yes and it won’t cost you a penny. If you know the length that you would like the bracelet adjusting to, simply let us know and we will do it for you prior to dispatch. You can inform us in the ‘notes’ section when placing your order or when you place your order over the phone. Please note that during busy periods this may slightly delay the delivery time of your watch.
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Yes, all of our watches are brand new and direct from the manufacturer.
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Are your watches genuine?
Yes. We are authorised dealers for every brand we stock and all of our watches are supplied directly from the manufacturers.We would recommend only ever purchasing from authorised dealers to assure your product is genuine and not a 'grey market' import. Grey market watches will often be the genuine product; however, they will usually have their serial numbers removed so the source of the model cannot be traced. Without a serial number, official dealers will not be able to service or repair your product.
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Will the watch come in a box and with all the instruction booklets?
Yes, all of our watches come supplied in the manufacturer’s own packaging and have all the relevant instruction booklets and guarantee certificates. Your watch will come just as if you had purchased it from one of our shops.
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Do you get a guarantee with the watch?
Yes, all of our watches come with the full manufacturer’s guarantee which is stamped by us to validate it. The length of the guarantee will be from one to five years depending upon the manufacturer. We recommend that you read the guarantee so that you are familiar with what it does and does not cover.
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Why are your prices so low?
Because we are an Internet retailer we do not have the same overheads as shops and so are able to pass on these savings to you. As one of the largest players in the UK watch marketplace we are able to buy at preferential rates directly from the manufacturers
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I don’t see the watch I want on your website, can you get it for me?
Probably. If you cannot see the watch you are looking for on our website and it is one of the brands we stock, then please call us on 01384 721555 and we will do our best to get that watch for you.
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Can you adjust the watch bracelet for me?
Yes and it won’t cost you a penny. If you know the length that you would like the bracelet adjusting to, simply let us know and we will do it for you prior to dispatch. You can inform us in the ‘notes’ section when placing your order or when you place your order over the phone. Please note that during busy periods this may slightly delay the delivery time of your watch.
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3) Ordering
How do I order?
You can order on the website by selecting which watch you want to buy, clicking on the ‘shopping basket’ icon and proceeding to the checkout. From there all you have to do is follow the onscreen instructions to complete your order. Alternatively, you can order over the phone by calling us on 01384 721555 from 8.30am to 5.00pm. See the ‘buying online’ page for more information.
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Is it safe to order online?
Yes, all of our payments are handled via a secure server by Sage Pay, one of the world’s leading online payment providers, and all of the information you provide is encrypted so you can buy with full peace of mind.
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I need my watch tomorrow, is that possible?
Yes, subject to stock availability, the value and your order being placed before 4pm. For guaranteed next day delivery you need to call us on 01384 721555.
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How do I know my order has been successful?
When you complete your order online you will receive an email confirming the details of your order.
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Can I order by telephone?
Yes. Just call us on 01384 721555 between 8.30am and 5.00pm and one of our sales team will process your order for you.
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I don’t have a credit card. Can I still order a watch?
Yes, you can. We accept payments by cheque. Please make cheques payable to ‘DM London Ltd’ and allow 5 working days from the time we pay in your cheque to dispatch. Just write us a note telling us what you would like to order and your contact details and we will do the rest. Remember there is no charge for postage.
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We are a company, can we place a corporate order for watches?
Yes. Please contact us on 01384 721555 and we will do our best to help satisfy your requirements.
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You can order on the website by selecting which watch you want to buy, clicking on the ‘shopping basket’ icon and proceeding to the checkout. From there all you have to do is follow the onscreen instructions to complete your order. Alternatively, you can order over the phone by calling us on 01384 721555 from 8.30am to 5.00pm. See the ‘buying online’ page for more information.
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Is it safe to order online?
Yes, all of our payments are handled via a secure server by Sage Pay, one of the world’s leading online payment providers, and all of the information you provide is encrypted so you can buy with full peace of mind.
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I need my watch tomorrow, is that possible?
Yes, subject to stock availability, the value and your order being placed before 4pm. For guaranteed next day delivery you need to call us on 01384 721555.
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How do I know my order has been successful?
When you complete your order online you will receive an email confirming the details of your order.
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Can I order by telephone?
Yes. Just call us on 01384 721555 between 8.30am and 5.00pm and one of our sales team will process your order for you.
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I don’t have a credit card. Can I still order a watch?
Yes, you can. We accept payments by cheque. Please make cheques payable to ‘DM London Ltd’ and allow 5 working days from the time we pay in your cheque to dispatch. Just write us a note telling us what you would like to order and your contact details and we will do the rest. Remember there is no charge for postage.
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We are a company, can we place a corporate order for watches?
Yes. Please contact us on 01384 721555 and we will do our best to help satisfy your requirements.
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4) Shipping And Delivery
How will you send my order?
Orders under £60 are sent Royal Mail First Class Delivery. Orders between £60 and £250 or orders with a value of below £60 where next day postage has been paid are sent by UK Mail Next Day Delivery. Orders over £250 are sent by Royal Mail Special Delivery for delivery before 1pm. See the ‘Delivery & Returns Policy’ page for more information.
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When will I get my order?
Orders under £60 should arrive within 3 working days of dispatch. Orders over £60, or where next day postage has been paid for, will arrive next day. See the ‘Delivery & Returns Policy’ page for more information.
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Is the parcel insured?
Yes, all parcels are fully insured by ourselves or Royal Mail.
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Will I need to sign for my order?
Orders valued at more that £250 will need to be signed for at the delivery address.
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What if no-one is in to sign for my order?
If no-one is there to sign for the parcel, then Royal Mail will leave a card giving you instructions on how to rearrange delivery or where to collect the parcel from. We are unable to rearrange delivery for you unless the parcel has been returned to sender.
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Can you send my order to a different address?
Generally yes, but we do reserve the right to send a letter to the cardholder at the billing address to confirm order details before dispatching anything to the alternative address. This is done for security reasons and to help combat internet and credit card fraud. See the ‘Delivery & Returns Policy’ and the ‘Terms & Conditions’ pages for more information.
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Do you ship to BFPOs?
Yes we do.
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Orders under £60 are sent Royal Mail First Class Delivery. Orders between £60 and £250 or orders with a value of below £60 where next day postage has been paid are sent by UK Mail Next Day Delivery. Orders over £250 are sent by Royal Mail Special Delivery for delivery before 1pm. See the ‘Delivery & Returns Policy’ page for more information.
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When will I get my order?
Orders under £60 should arrive within 3 working days of dispatch. Orders over £60, or where next day postage has been paid for, will arrive next day. See the ‘Delivery & Returns Policy’ page for more information.
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Is the parcel insured?
Yes, all parcels are fully insured by ourselves or Royal Mail.
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Will I need to sign for my order?
Orders valued at more that £250 will need to be signed for at the delivery address.
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What if no-one is in to sign for my order?
If no-one is there to sign for the parcel, then Royal Mail will leave a card giving you instructions on how to rearrange delivery or where to collect the parcel from. We are unable to rearrange delivery for you unless the parcel has been returned to sender.
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Can you send my order to a different address?
Generally yes, but we do reserve the right to send a letter to the cardholder at the billing address to confirm order details before dispatching anything to the alternative address. This is done for security reasons and to help combat internet and credit card fraud. See the ‘Delivery & Returns Policy’ and the ‘Terms & Conditions’ pages for more information.
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Do you ship to BFPOs?
Yes we do.
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5) My Order
How do I know my order has been successful?
When you complete your order, online you will receive an email confirming the details of your order.
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How can I track my order?
When your order is dispatched, you will be sent an email informing you of this and the delivery providers parcel reference number. This reference can be used to track your parcel on the website of the relevant delivery company by entering it into their ‘track and trace’ feature.
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I haven’t received my order, what should I do?
If you have not received your order within 5 working days after dispatch for Royal Mail Recorded Delivery items or by 1pm the day after dispatch for Royal Mail Special Delivery, then you can track your parcel using the ‘track and trace’ feature on the delivery company website, as outlined above. If this does not give you any information on the whereabouts of your parcel then contact us on 01384 721555.
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When you complete your order, online you will receive an email confirming the details of your order.
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How can I track my order?
When your order is dispatched, you will be sent an email informing you of this and the delivery providers parcel reference number. This reference can be used to track your parcel on the website of the relevant delivery company by entering it into their ‘track and trace’ feature.
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I haven’t received my order, what should I do?
If you have not received your order within 5 working days after dispatch for Royal Mail Recorded Delivery items or by 1pm the day after dispatch for Royal Mail Special Delivery, then you can track your parcel using the ‘track and trace’ feature on the delivery company website, as outlined above. If this does not give you any information on the whereabouts of your parcel then contact us on 01384 721555.
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6) Returns Policy
What do I do if I don’t like the watch when it arrives?
Don’t worry; you have a full 30 day returns policy from the day of receipt. As long as the return of the watch is notified within this period and is returned in pristine condition, you can have an exchange or a full refund. We ask that watches returned to us are returned via recorded or registered post within 30 days from receipt. Please see the ‘Delivery & Returns Policy’ and the ‘Terms & Conditions’ pages for the full policy and any terms and conditions. Your statutory rights are not affected.
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Can I exchange the watch I ordered for a different one?
Yes, as long as it is within 30 days of receipt and returned in pristine condition. We may extend the exchange period depending upon individual circumstances. Just see the ‘Delivery & Returns Policy’ page for details on how to do this.
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Don’t worry; you have a full 30 day returns policy from the day of receipt. As long as the return of the watch is notified within this period and is returned in pristine condition, you can have an exchange or a full refund. We ask that watches returned to us are returned via recorded or registered post within 30 days from receipt. Please see the ‘Delivery & Returns Policy’ and the ‘Terms & Conditions’ pages for the full policy and any terms and conditions. Your statutory rights are not affected.
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Can I exchange the watch I ordered for a different one?
Yes, as long as it is within 30 days of receipt and returned in pristine condition. We may extend the exchange period depending upon individual circumstances. Just see the ‘Delivery & Returns Policy’ page for details on how to do this.
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I received a free gift with my order. What do I need to do with this?
Please note that, when returning an item that included a free gift with purchase, the free gift must be returned alongside the original item purchased. The free gift must be returned in its original condition and with all original packaging.
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There is a problem with my order, what should I do?
In the unlikely event that you receive a watch that is faulty or not what you ordered then you can return it to us and we will exchange it for you. In these circumstances we will also refund any postal costs incurred by you in getting the watch back to us. Please see the ‘Delivery & Returns Policy’ page for more information.
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Please note that, when returning an item that included a free gift with purchase, the free gift must be returned alongside the original item purchased. The free gift must be returned in its original condition and with all original packaging.
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There is a problem with my order, what should I do?
In the unlikely event that you receive a watch that is faulty or not what you ordered then you can return it to us and we will exchange it for you. In these circumstances we will also refund any postal costs incurred by you in getting the watch back to us. Please see the ‘Delivery & Returns Policy’ page for more information.
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7) Aftercare
What can I do if the watch bracelet is too big or too small for my wrist?
If the watch bracelet is too big for your wrist then if you are local to any of our stores (see the ‘Store Locator’ page for full store details) they will be happy to adjust it for you free of charge. Alternatively, you can take it to your nearest reputable watch retailer who will be able to adjust it for you, although there may be a charge for this service. If you prefer you can return the watch to us, with details of the size you need it adjusting to, and we will do this and send it back to you within 5 working days. We do not charge for this service but you do need to pay to get the watch back to us. If the watch bracelet is too small then please contact us, as we will probably be able to get you extra links to make it larger. Manufacturers usually provide a couple of links free of charge, but may charge if you need a lot of links or if the links are made of a precious metal.
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What happens if my watch develops a fault?
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. See the ‘Delivery & Returns’ page for more information. --------------------------------------------------------------------------------
What is covered by the manufacturer guarantee?
We strongly recommend that you read the guarantee booklet as this informs you what is and what is not covered, but we have included a general guide below. 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.
If the watch bracelet is too big for your wrist then if you are local to any of our stores (see the ‘Store Locator’ page for full store details) they will be happy to adjust it for you free of charge. Alternatively, you can take it to your nearest reputable watch retailer who will be able to adjust it for you, although there may be a charge for this service. If you prefer you can return the watch to us, with details of the size you need it adjusting to, and we will do this and send it back to you within 5 working days. We do not charge for this service but you do need to pay to get the watch back to us. If the watch bracelet is too small then please contact us, as we will probably be able to get you extra links to make it larger. Manufacturers usually provide a couple of links free of charge, but may charge if you need a lot of links or if the links are made of a precious metal.
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What happens if my watch develops a fault?
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. See the ‘Delivery & Returns’ page for more information. --------------------------------------------------------------------------------
What is covered by the manufacturer guarantee?
We strongly recommend that you read the guarantee booklet as this informs you what is and what is not covered, but we have included a general guide below. 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.
