Delivery service guide for UK customers:
|Service Type||Delivery Time||Order|
|DHL Guaranteed Next Day||Next day (if ordered before 3pm)||£4.99||£4.99||£4.99|
|Royal Mail Tracked 48||1-3 Working Days||FREE||FREE||FREE|
|International Signed (ROW Only)||7-10 WORKING DAYS||£9.99||£9.99||£9.99|
|DHL Express Worldwide (EU Only)||1-3 working days (for more info,
please view delivery estimates here)
If we are unable to meet the expected delivery date, we will inform you by email or phone as soon as possible.
Guaranteed Next Day Delivery can be arranged if you require your order urgently. You will be able to select this service when you proceed to the checkout.
Tracking your order
Tracking references will be supplied via an automated email confirmation for all courier options, except deliveries sent Royal Mail, second class. You can then trace your parcel at any time on the Royal Mail or DHL website. If you have still not received your order within 15 working days please contact us on 0207 554 4100 and we will look into this for you.
Postal code and recipient's land line telephone number are required in your shipping address. All deliveries must be made to a physical address and NO P.O. Box or mailbox addresses will be accepted. Please note that you will be responsible for any custom or import duty charges, if they apply to your country (this does not apply to UK customers). Custom policies vary widely from country to country; please check your local customs office if you require further information.
If you are not in to receive the delivery at the time the delivery is attempted, Royal Mail and DHL will leave you a card. This will allow you to telephone them to arrange a redelivery at a more convenient time, or alternatively you can collect it from your local sorting office. It has been brought to our attention that the postman doesn't always leave a card so please check with your local delivery office to see if your package is there before contacting us about a missing item.
If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then we will inform you immediately by email as soon as we receive the item. We will contact you to arrange a re-delivery of your watch.
We also only use the highest quality packaging materials to ensure your order arrives safely.
We generally use Royal Mail for all domestic deliveries. If your parcel does not arrive by the expected delivery date from the courier, the following scenarios could have occurred:
Severe delays - due to high volume of parcels to deliver. Left with neighbour or local post office – you should receive a 'while you were out' card to inform you where they left your parcel. Please note on some occasions the postman may fail to leave one at your address. Incorrect delivery address - the address provided may be insufficient or unrecognised which we automatically returned back to us.
Before we can class a delivery as lost, we will ask you to follow these checks and confirm with us to help investigate the matter further. Investigations can take up to 7 working days, but during this time please contact Royal Mail yourselves with the tracking details we provide.
Once the above checks have been carried out and the parcel has been deemed lost, a claim can be carried out with the courier. The period of time for a parcel to be classed as ‘lost’ differs dependant on the delivery service used by Royal Mail. Here are the details as follows:
|Royal Mail Tracked Delivery||15 working days to confirm a lost parcel|
|Royal Mail Special Delivery by 1pm||15 working days to confirm a lost parcel|
|Royal Mail International Delivery||21 working days to confirm a lost parcel|
If your item has not arrived within these times we will immediately file a claim with the courier. This can take a further 30 days for the courier to carry out their own investigations.
Please be aware no refund or replacement will be issued until we have had confirmation from the courier that the parcel has been classed as ‘lost’. At this stage we can then contact you and offer a refund or replacement to resolve the situation.
There may be occasions where your order cannot be delivered due to 'no follow up after a calling card is left' or 'an insufficient address has been supplied'. In these situations it usually takes 10-14 working days for the courier to return the item back to us.
Once we receive your parcel back, you will receive an email to determine whether you would like us to resend your parcel or process a refund. Please note re-deliveries are chargeable to you, the customer.
Denial of receipt
In the event a parcel is signed for by you and there is evidence shown on the couriers tracking website, but you have not received it, we will immediately contact the courier with the details and raise a claim/complainant. The courier will be in touch with you for written documentation to confirm your parcel has not been received. We take these matters seriously and ensure a full investigation is carried out but we cannot take further action until we receive details from the courier. If the result shows clear evidence you received the parcel, we cannot take any further responsibility and the case will be dropped.