Customer service

Customer Service

Shipping & Delivery
We deliver to addresses in the United Kingdom, including the Channel Islands and BFPOs, and a range of countries worldwide. Orders placed before 4pm are usually dispatched on the same day (orders made using our Amazon Checkout or V12 Retail Finance system may be subject to delays). Special Delivery items are guaranteed by Royal Mail to arrive at their destination by 1pm on the next working day. We also offer a Saturday Guaranteed delivery on all UK orders. Please note orders made after 4pm on a Friday will not be dispatched until Monday. All delivery timeframes exclude Bank Holidays. We will notify you by e-mail when your order is dispatched. You can check the status of your order at any time in the 'my orders' section of the website, which will update with the parcel's Royal Mail tracking reference. You can then trace your parcel at any time on the Royal Mail website. At extremely busy periods or during times of disruption, some parcels may be subject to delays. For Special Delivery parcels, please call us if you've not received your item after 3 working days and we will be happy to assist you. For standard delivery, if you have not received you parcel within 4 working days, please contact our customer services department. Please note that as we are an authorised dealer for all of our brands, we may not be able to dispatch certain products overseas. We regularly dispatch to the following countries: Austria, Belgium, Australia, Canada, China, Czech Republic, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, India, Ireland, Italy, Luxembourg, Malaysia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Saudi Arabia, Singapore, South Africa, Spain, Sweden, Turkey, UAE, United States If you require dispatch to a country not in this list, please contact us by telephone or e-mail. VAT refunds can be processed on all non-EU deliveries; however, please note VAT can only be refunded once the order has left the UK and arrived at the destination address. Deliveries in some countries may be subject to customs delays. Please contact us if you have not received your order within 10 working days.
Privacy & Security
We take our customers’ privacy very seriously. At the point of signing up for a new account, you can opt in or out of receiving our weekly email newsletter via a tick box. Once you are subscribed to our email, it is quick and easy to unsubscribe by simply clicking the ‘unsubscribe’ link within each newsletter. For more information, please view our privacy policy here.
Returns & Replacements
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 the date you received it 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 a watch that has been worn, personalised or adjusted. Please note: we cannot accept the return of earrings for pierced ears under any circumstances unless faulty. 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. Please note that items purchased via cashback websites may be returned within the same 30 day period, but cashback will not be paid on these orders. In the unlikely event that you receive a product 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 product 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 product was wrongly ordered by yourself. This returns policy does not affect your statutory rights.
It’s really easy to place an order with House of Watches. To do so, browse the items you wish to purchase and select ‘Add to Bag’. Once you are happy with the contents of your shopping bag, go to ‘View Bag’ where you can see all the items you’ve added, the price of each item and also the quantity. At this point, you can choose your preferred delivery option and apply any discount codes. From here, select ‘Pay Now Securely’ or one of the other available payment methods (see below, ‘How can I pay?’) then follow the steps to checkout. If it is your first time shopping with us, you will be asked to provide a billing address, delivery address and payment information. If you have an existing account, you can store your addresses and personal information for when you return to make a purchase. For security reasons, you will have to provide your payment information at the final ‘Order Summary’ stage each time you make an order; it is at this stage of the checkout where you may also apply any gift card codes you may have. To complete your purchase, simply click ‘Place Order’. You will be taken to an order confirmation page, where a unique order reference will be stated, and you will also receive confirmation via email. To check the status of your order from this point onwards, simply visit ‘Current Orders’ within your account.