FREQUENTLY ASKED QUESTIONS

We do require your contact information and address to complete your account registration. If your registered information is incorrect or incomplete, we will try to contact you before fulfilling your order. If we are unable to get in touch, we may need to cancel your registration and your order.

Please only use an address located in the United Kingdom to register your account.

For help in recovering your password please contact our team here

You can update your personal information by logging into your account or by emailing us directly here.

You can add a new shipping address, register multiple shipping addresses, or update your billing address by logging into your account.

You will not be able to change the address displayed in your order history. If you would like to change your shipping address after your order was placed, please contact us directly as soon as possible.

If you would like to close your account please contact us directly here.

If you would like to unsubscribe from communications with us please contact us directly here.

We will notify you about our latest watch releases, news and services or collections which may be relevant to you.

You can pre-order some of our items listed. Pre-ordered items will be shipped to you when the item is available. If you would like to place a pre-order on any items which do not have a pre-order option available on the item page, please contact us directly.

Some items may be restocked. If you are waiting for an item to be restocked, please click the “Notify Me” button on the item detail page. As soon as it is back in stock, we will contact you.

If you are struggling to find the item you are interested in on our website, please contact us.

It is possible that the item is sold out or temporarily unavailable. Please contact us directly and we will confirm the availability.

We may be able to arrange a stock transfer for you, or offer a special-order service on items which are not available online. To discuss this service for an item which interests you, please contact us directly.

As the official UK brand retailer, all our prices are as stated on the website.

If you did not receive an “Order Confirmation” email, even though the order number was displayed on the screen after placing the order, there is a possibility that your order was not placed correctly. Please contact us directly and we will confirm your order status and details.

You can change the contents of your shopping bag including the items added and the quantity, before clicking the “PLACE ORDER” button.

After you place your order on the checkout page, you will not be able to change or cancel your order. Please contact us directly here with your order number and we will amend or cancel the order for you.

Please contact us directly with your order numbers.

The “Order History” feature is one of the benefits of creating an account. If you placed your order with your account login, your order information has been saved in the “Orders” section in your account.

If you placed your order as a guest, without registering for an account, please contact us directly to confirm your order history.

Please contact us if you would like to cancel your order before it is dispatched. We will refund your purchase within 3-5 working days.

As the official UK brand retailer, all our prices are as stated on the website.

The order date and credit card billing month may differ. You will receive an “Order Confirmation” email to confirm your payment method has been charged. Please contact us directly if you believe there has been a problem processing your order.

Your plan will last 2 months in total. The first payment will be due at the time of purchase, followed by 2 further payments due each month after that.

Yes, PayPal Pay in 3 is a separate feature from PayPal Credit. Purchases made using PayPal Pay in 3 will be visible in the PayPal Pay in 3 section of your PayPal Wallet.

PayPal’s decision-making process is automated. They assess your financial position using a combination of the information you provided within your application, and information about your usage and history with PayPal to decide whether PayPal Pay in 3 is suitable for you at this time.

Not at the moment. Paypal report the ongoing performance of their Pay in 3 customers to their credit reference agencies, as they believe this promotes responsible lending. However, the UK’s main credit reference agencies are currently unable to fully consume Buy Now Pay Later data. Paypal is working closely with the industry to address this matter.  Currently, Pay in 3 does not impact your credit score although using Pay in 3 may impact your ability to obtain credit and the cost of accessing it. More information is available in Pay in 3 Terms & Conditions.

Just log into your PayPal account, go to PayPal Pay in 3, and click on the specific PayPal Pay in 3 plan you want to see. The amount you still owe will be under “Remaining”. PayPal will also send you a reminder by email or SMS 10 days before your payment is due, detailing the amount of your payment, the payment due date and the funding instrument the payment will be taken from.

Yes, just log into your PayPal account, choose the PayPal Pay in 3 plan you want to pay off, and click Make a Payment. Then you can make an unscheduled payment of Next Payment Due or Full Balance.

Yes, just log into your PayPal account, choose the PayPal Pay in 3 plan you want to pay off, and click Make a Payment. Then, you can make an unscheduled payment of Next Payment Due or Full Balance.

For more information about PayPal Pay in 3 please visit their FAQ page found here.

Choose Klarna as your payment method and select either “Pay in 3” or “Pay Later in 30 days.” Follow the on-screen instructions.

Klarna may perform a soft credit check. This does not affect your credit score and is not visible to other lenders.

Klarna does not charge interest or fees when payments are made on time. Late payment fees may apply.

Klarna will retry your payment and notify you. If it remains unpaid, a late fee may be charged and reported to credit agencies.

Yes. You can make an early payment at any time in the Klarna App.

Use the Klarna App or website to see your upcoming payment dates and amounts.

No. Klarna does not accept prepaid cards. Most major debit and credit cards are accepted.

Klarna will update your payment plan if you return an item. Refunds are credited back to your original card.

Visit www.klarna.com/uk or contact Klarna’s support team for help with payments or disputes.

Split your order into 4 interest-free payments. The first is paid at checkout, and the remaining payments are taken automatically every 2 weeks.

No. Clearpay does not charge interest.

£6 per missed instalment. An additional £6 may apply after 7 days for orders over £24. Fees are capped at £24 or 25% of the order value.

Clearpay may run soft checks to assess eligibility. This won’t impact your credit score.

Yes. You can pay off any or all of your instalments early via the Clearpay App.

Update your new card in the Clearpay App to avoid missed payments or fees.

Your payment plan will be adjusted. Refunds are issued to your original card. You can pause your next payment using the app.

Visit www.clearpay.co.uk or use the support form on their website for any queries.

Yes. Clearpay may suspend or close your account at any time, especially if you breach the terms of your agreement, miss payments, provide false information, or use the service in an unauthorised way. You will remain responsible for any outstanding payments on your Clearpay Plans.

If you would like us to dispatch the items in your order to multiple delivery addresses, please place a separate order for each address or contact us directly after you placed your order.

We offer complimentary delivery on online orders above £50 within the UK, including the Channel Islands, Northern Ireland and the Scottish Islands. For any orders below £50 the shipping fee for delivery in the United Kingdom is £3.95.

We aim to deliver all orders within 5 working days but please allow additional processing time for orders placed on UK Bank Holidays. Our UK delivery is fulfilled through DPD courier services and you will be able to track the progress of your delivery on the DPD website.

We ship our orders with a DPD next day delivery service. You can track your order on the DPD website by entering the tracking number you received. If you did not receive a confirmation email with the tracking details, please contact us.

If you would like to receive your order on a specific day, please contact us.

Our orders are fulfilled by DPD however if you have special requirements, please contact us directly and we will do our best to assist you.

You can confirm the delivery status of your order by selecting “Confirm Delivery Status” in the “Delivery Notification” email. Alternatively, please contact us directly and we will do our best to assist you.

We deliver across the United Kingdom, Channel Islands and Isle of Man. Unfortunately, we do not ship to the Republic of Ireland, Falkland Islands, BFPO and PO Box addresses, nor any overseas addresses. For more information please contact us here.

For technical and quality reasons, we do not supply spare parts to our customers. We recommend that you send your watch to the our Service Centre at Maidenhead.

Perspiration: You should aim to protect your watch from heavy perspiration. Please remember to wipe it dry as soon as conveniently possible.

Extreme Temperatures: Quartz watches are much less affected by extreme temperatures than mechanical watches, and are designed to keep good time if worn on the wrist for eight hours a day with ambient temperatures between -10°C and +35°C.

If removed completely from the wrist, your watch may lose time during the winter, but will return to normal accuracy as soon as you start wearing it again.

If your watch is stored at temperatures outside the normal range (as low as -10°C or as high as +60°C) the electronic components may cease to function normally.

The response time of liquid crystals used in the displays on digital watches at temperatures below freezing is slow, and they tend to look very dark at high temperatures, but standard performance returns at normal temperatures.

Battery life can be significantly reduced at high temperatures (above 40°C), and battery fluid may even leak out.

Chemicals: Chemical substances, gases, mercury, etc., may change the colour of cases, bracelets and straps. Mercury (for instance, from a broken thermometer) can cause particularly unsightly grey discoloration of gold plating.

Metal bracelets should be washed carefully in water. If dirty, use a soft toothbrush with soap and water to brush away the dirt. Finally, rinse with water and dry carefully with a soft cloth.

If your watch is not water resistant, be careful not to get water on the case. Cases should be wiped gently with a slightly moistened soft cloth and then dried carefully.

Leather straps should be slightly loosened in the summer, when they may absorb perspiration. A tight strap not only prevents the passage of air over the underside of the strap, but can also cause a perspiration rash on the wrist. If the strap ever becomes wet with perspiration, wipe it dry with a soft cloth. When you take off your watch, leave it in a well-ventilated spot. Never put it in a sealed container when it is still damp with perspiration. Avoid leaving your strap watch in direct sunlight as the strap colour may fade.

We make every possible effort to control the quality of our collections. If you believe you received a defective item please contact us directly. For more terms please refer to the “Returns and Refunds” page.

Your rights to end the contract will depend on the item that you have purchased, whether there is anything wrong with it, and when you decide to end the contract. To view our full Returns Policy please visit the following link: Returns and Refunds.