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Watch.co.uk FAQ

Watch.co.uk continually updates the FAQ section  If your question  is not on this list, please contact us through our Feedback Form, so we can answer your question and update this FAQ section.

Do you have a question about payment?

I have changed my mind and I want to cancel my payment.

I have changed my mind and I want to cancel my payment

Our logistics department works very fast, but if your order has not been shipped yet, we will do anything within our possibilities to cancel it. Please contact our Customer Service department and they will gladly assist you.

I have trouble paying with my Credit Card.

I experience problems paying with my Credit Card.

There can be many reasons why you can’t make a payment with your credit card on our web site. Please contact your bank as they should be able to provide you with all the details on the rejected transaction. 

My Credit Card payment was accepted, but my order was not accepted. 

My Credit Card payment was accepted, but my order was not accepted. 

HWG uses automated fraud detection software. Your order has possibly been flagged by this software as potentially fraudulent. When you are using your own credit card, please contact our Customer Service department and they will assist you in completing your order. 

I would like to receive an invoice.

I would like to receive a printed invoice

We don’t print invoices for the sake of the environment. Please download your invoice on the ‘My Order page’.

How do I get my refund?

How do I get a refund?

Refunds are always paid to the original method of payment. This means that when you have paid with a credit card, we will refund to this same credit card. You can find more information on refunds on our returns & exchanges page.

Is paying on your website secure?

Is paying on your website secure? 

Absolutely! Our payment service provider is one of the leading providers that offers a 100% secure payment environment. Our service meets the strict security requirements in accordance with the Payment Card Industry Data Security Standard and the PCI Point-to-Point Encryption standard for secure POS and mPOS solutions.

Do you have a question about shipping?

Do you ship to my country?

In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this:

  1. We have experienced frequent and multiple cases of mail fraud in this particular country.
  2. Your chosen shipping method is not available in your country.
View the complete list of countries we ship to here.

Why do I have to pay import tax? (outside the EU)

Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens, and the threshold for charging differs per country. More information regarding import taxes can be found here.

Can I track my parcel within Europe?

Yes, you can. Please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zip code/postal code. The site will then show you which courier has been used and the tracking status of your parcel.

My order hasn’t arrived in time and I live outside Europe. When will I receive it?

Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to three weeks. During the period that your parcel is in the customs department, there are no tracking updates available. Unfortunately, we cannot control or speed up this process.

My order hasn’t arrived in time and I live in Europe. When will I receive it?

Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu to find the whereabouts of your parcel.

Can I track my parcel outside Europe?

If you have chosen the Standard Parcel option, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking numbers are not linked, and with this, the tracking gets lost. This does not mean your package will not get delivered; it just means that tracking is limited. 

Do you have a question about warranty or repairs?

How do I claim warranty on a broken watch?

The warranty can only be claimed when providing a valid warranty document. Most brand authorised jewellers & sales points will handle your warranty claim. Some brands will demand you go to the original sales point with your warranty claim. Please read the warranty card/booklet for further information. If you wish to claim the extended HWG warranty, we accept the stamped warranty card or the HWG invoice as proof of warranty.

My watch crystal is broken/cracked, what do I do?

Unfortunately, the watch crystal is not covered by the factory warranty. Damage through strikes, impact, falling, etc. is never covered by the warranty. If the damage is due to a manufacturing error; please contact our Customer Service department to discuss the options available.

The strap of my watch is broken/torn, what do I do?

Unfortunately, straps are not covered by the factory warranty. However, we feel like our customers you are entitled to a properly functioning product. If you think the product you have received is faulty due to a manufacturing error, please contact our customer service and provide us with clear pictures of the problem. Using clear photos, we can ascertain the problem, and find a suitable solution for you.

My mechanical watch loses/gains time.

Mechanical watches may show a deviation in timekeeping. The limit for this deviation is +6 minutes and -4 minutes per 24 hours. As this differs by brand, you can always find the deviation in the manual provided. Does your watch show a greater difference? In that case, please contact an authorised dealer of your brand with your valid warranty.

My watch no longer works and is still under warranty. Is it broken and do I need to send it for repair?

Most of the time a quartz watch stops running, an empty battery is what causes it. Please feel free to have the battery exchanged by a well-trusted jeweller or official dealer of the brand. If the watch still doesn’t work after the battery change, the watch has to be offered at an official dealer for warranty.

Do I need to send back the brand box when returning a watch for repair?

No, when you return a watch for repair or a warranty claim, we only want to receive the watch and a valid warranty card. Without a valid warranty card we do not process any repair.

Do you have a question about watch straps?

I have bought a strap on your site and now my strap is broken.

Warranty from the factory does not cover straps. However, as a customer, you have the right to a good product. If you find the product you have received has a factory error, please provide us with pictures of the product so that we can ascertain the factory error and we offer you an excellent solution.

I Need help finding a strap for my watch.

We are more than willing to help you to find a strap for your watch.
Please provide us with:
1. Picture of the front of the watch
2. Picture of the back of the watch
3. What type of strap do you want? Original, Original Brand or a generic strap?

The strap I have bought on your web site does not fit my watch.

We are really sorry to hear this. Please return the strap and indicate if you would like a refund or help finding the correct strap.
If you would like our assistance, please mail us:
1. Picture of the front of your watch
2. Picture of the back of your watch
3. What type of strap are you looking for? Original, Original Brand or a generic strap?
With this information we hope to be able to resolve this issue.

I have a Skagen watch. Which Skagen strap do I need?

Some series of Skagen watches have been produced with two different types of fitting. Either the straps are fitted with two push pins or with two tiny screws. Before ordering, make sure you have selected the right type of fitting.

I need a new strap for my Swatch watch.

Swatch watches are really hard to find a strap for as the watches do not have a code on the back to identify the watch with. Please send us:
1. Picture of the front of your Swatch
2. Picture of the back of your Swatch
3. What type of strap are you looking for? Plastic, Silicone, Leather or Steel?
Based on this information we will offer you straps that will fit your watch so you can choose the strap you like.

Do you have a question about returns?

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

Refund or exchange, what do I send back?

If you don’t like the product you have purchased and you would like to return it for a refund or exchange you need to return the complete product you have received, including the box, labels and all paperwork. Please include the completed returns form in your shipment. More information and the terms and conditions for returns and exchanges can be found here. The product must be unworn. Otherwise, you cannot return it for a refund. 

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

When will my return be processed?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes take up to seven business days.  

When do I receive my refund?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to seven working days. 

What about Christmas shopping and return period?

All orders placed between November 1st and December 24th, 2021, can be returned or exchanged until January 31st, 2022 (except for items not eligible for return/exchanges and/or items that show signs of use).

Don’t leave it for the last minute and start your Christmas shopping now!

Do you have a question about a second chance watch?

Where can I claim the warranty on my second chance watch?

There is no worldwide manufacturer's warranty that applies to your second chance watch. This means that other dealers of your watch brand are not obliged to repair your watch under warranty. You can visit us in our own repair center for a year, for repair under warranty to your second chance watch. For more information, see our warranty conditions page.

Can I return my second chance watch?

If you do not like the product you bought and you want to return it for a refund or exchange. Then you must return the complete product you received, including the box, labels and all papers. If a free extra product is included with your order, do not forget to return this product as well. Please enclose the completed return form with your shipment, or indicate in an enclosed note what your order number is, and whether you want to exchange the product (and for which product) or return it for a refund. More information and the conditions for returns and exchanges can be found here.

How many years warranty do I have on my second chance watch?

Unfortunately, second chance watches are not covered by the manufacturer's warranty. However, we sympathize with you and believe that you are entitled to a well-functioning product. With each product it is indicated exactly what is wrong with the watch, including photos, so that you will not be faced with surprises at home. Despite that, you just have a 1-year warranty on your second chance watch and you can return it at any time if it is not to your liking.

How do I claim the warranty on my second chance watch?

If you want to claim the warranty on your second chance watch, you can contact our customer service department. Please enclose the valid, stamped warranty card and / or purchase invoice with your warranty claim.

If you want to make use of the HWG warranty, we accept the stamped warranty card, or the HWG invoice as warranty certificate.

What is the return period for my second chance watch?

We do our best to capture our products in the photos as well as possible. It may of course always be the case that in reality it is not quite what you had hoped for. Whether it concerns a second chance product or not. That is why the same return conditions apply to our second chance watches as to all other watches. You have a reflection / withdrawal period of 30 days from the day you received the product.

Return the product within 14 days of your cancellation. Log in to the order service page and follow the steps to the right of the page.