Frequently Asked Questions
Q. Are my personal details safe when placing an order with HoW?
Yes, it is 100% secure to order online. Every single House of Watches transaction is secured by world leader in online security, Verisign. Our secure servers protect all personal information entered throughout the ordering process using advanced encryption and firewall technology, and we do not store your payment details in order to provide a further level of protection.
Q. How do I place an order?
It's really easy to place an order with House Of Watches, simply select your item/s and add to basket. You can select from checking out using our secure payment site or using PayPal.
You will be given the option to create an account where you can trace your orders online and create a wishlist.
Q. Will you keep me updated on my order?
Once your order has been placed successfully, we will send you an email confirming we have received your order.
We will then contact you via email confirming your order has been dispatched and provide you with a shipping reference.
10 days after your order has been placed, you will be contacted by Feefo and asked to write a review on your shopping experience with HoW. If you have not received your item or if you have any enquiries regarding your order, please contact the Customer Care team on +44 (0)1562 312 226 or at firstname.lastname@example.org
Q. Can I change an order after it has been placed?
You are able to make changes to your order up to the point at which you click on the Place Order button in checkout. However, once an order has been placed it can no longer be changed.
Q. Can I cancel an order after it has been placed?
You cannot cancel or change an order after it has been placed. However, if you return the item(s) within 30 days of purchase, we can offer a full refund. If you have any queries you can contact the Customer Care team on +44 (0)1562 312 226 or at email@example.com
Q. I am having problems placing an order, what do I do?
If you are experiencing difficulties when placing an order online, please contact our Customer Care Team who will be able to help you on +44 (0)1562 312 226 or at firstname.lastname@example.org
Q. How can I get the item adjusted?
We can do this free of charge before dispatch. Simply contact Customer Care on +44 (0)1562 312 226 or at email@example.com with the size you would like us to adjust to in inches or centimeters. Any links that have been removed will be included in the parcel. To measure your wrist, use either a tape measure or piece of string and measure on a ruler. We recommend you allow approx 1cm for comfort.
Please be aware if additional links are required, this is subject to availability from the manufacturer; therefore, sometimes there may be a short delay with receipt of your adjusted item, however the Customer Care team will keep you up to date with your order.
Q. Are the items genuine and will they be received in official brand packaging?
House of Watches are authorised dealers of all the brands we sell. All watches are brand new and come with full manufacturer's warranty, certification and packaging. You can confirm this by finding us on manufacturers' websites where we are listed as either House of Watches or T.H.Baker
Q. What if the item is received faulty/damaged or the incorrect item is received?
In the unlikely event that you should receive a faulty/damaged item or if we have sent a different item than was on your order, please contact the customer care team within 5 days of receipt on +44 (0)1562 312 226 or at firstname.lastname@example.org, who will be able to provide a pre-paid return label and advise you how to return the item.
Q. What if there is an item missing from my order?
If your order has been received and is missing either an item or warranty booklet or certificate, please contact the customer care team within 48 hours who will be able to help you on +44 (0)1562 312 226 or at email@example.com
Q. I have been contacted advising one of the items I have ordered is out of stock, what do I do?
If for any reason we are unable to fulfill your original order, the Customer Care team will contact you and help you select an alternative item or arrange for a refund.
Q. I ordered from overseas, can I get a VAT refund?
If your order was placed on the UK site from a non-EU country and the items are being delivered to a non-EU country, then you qualify for a VAT refund. You will not be eligible for a VAT refund if you placed the order on one of our international sites or placed the order in the UK.
Orders qualifying for a VAT refund will be noted on our system. Once the order is received by you, please contact Customer Care at firstname.lastname@example.org who will email you a VAT refund request form.
Please complete with the correct details and return to us, the refund will take approximately 5-7 working days to appear in your account.
Q. Do you offer a price matching service?
Yes, we will price match any like for like UK website that are authorised dealers with the items in stock available for next day delivery.
Q. We are a company, can we place a corporate order for items?
Yes, please contact the Customer care team on +44 (0)1562 312 226 for further assistance.
Q. I have seen a watch but it does not appear on your website, can you get it for me?
Yes, as authorised dealers we will contact the manufacturer and determine availability, and our customer care team will keep you informed every step of the way.
Q. Do you have stores that I can visit?
House of Watches is the online trading arm of T H Baker and we have many stores dotted around the UK where you can view the watch you wish to purchase. To find your nearest store please view ourstore finder.
Q. How can I pay for my order?
We accept payments from all major credit and debit cards, for your convenience we also offer check out with PayPal. For orders over £280, we offer V12 finance option with agreements over 6, 10, 12, 18 and 24 months to suit you, credit is subject to status.
If you prefer, you can speak to one of our Customer Care team who will take payment from you via telephone on +44 (0)1562 312 226. Lines are open 08:30-17:00 Monday-Friday, 10:00-16:00 Saturday and Sunday.
Q. When is my account charged for my order?
Your account is debited when the order has been placed when checking out using our secure online payment system, PayPal or paying by telephone.
Q. How do I use my promotion code?
To use your promotion code, please enter in the discount code box when placing your order. If you are experiencing difficulties using your code, please contact the Customer Care team on +44 (0)1562 312 226 or at email@example.com.
Q. Where can I get a promotion code to use with my order?
We will sometimes feature promotion codes on our website, or in newsletters to customers. We may also put codes on Facebook or Twitter from time to time.
To receive the latest promotional discounts, please register an account online and/or follow us on Facebook and Twitter.
Q. How do I use my gift card?
Simply enter your code into the discount code box and the value will be deducted from your order total.
Q. Will I be charged customs and import duties on my order?
Orders placed from outside the European Union may be subject to additional import taxes imposed by your local government. The responsibility lies with the purchaser to settle these additional tariffs directly with the responsible government agency or its agent.
We recommend all non UK customers contact their local government office for advice on importation tariffs for goods received from the UK.
Q. How do I track my order?
Once your order has been dispatched you will receive a shipment email providing a Royal Mail tracking reference. Please go to royalmail.com/trackdetails and enter the reference. If you need further assistance, please contact the Customer Care team on +44 (0)1562 312 226 or at firstname.lastname@example.org
Q. How long will it take for my order to be delivered?
Delivery options are given at point of checkout. Free delivery is available on all UK orders. For orders over £100, next working day delivery is applied automatically free of charge, next day delivery is available on all orders under £100 for £5.95. Free standard delivery for orders under £99.99 will normally arrive in 1-3 working days.
All items ordered before 4pm Monday-Friday will be dispatched same day. Orders placed after 4pm Friday-before 4pm Monday will be dispatched on Monday.
Q. Can you deliver to my work address?
Yes, we can deliver to an alternative address, please include this information when placing your order.
Parcels will be delivered via Royal Mail post. Before placing an order to be delivered to your work address, please ensure you are happy where and who will be signing for this.
Q. Do I need to sign for my parcel?
Orders over the value of £60 or upgraded to the next day delivery service will be sent special delivery, therefore will require a signature.
Orders under the value of £60.00 will be sent via tracked delivery and will be recieved in 1-3 working days.
If there is nobody available at the specified delivery address to sign for the parcel, the item will either be left in a safe place, left with a neighbour or returned to your local sorting office where you can collect or rearrange delivery.
Q. My delivery hasn't arrived?
If your order hasn’t arrived by the expected delivery date, as mentioned on your shipment email, you can contact the Customer Care team on +44 (0)1562 312 226 or at email@example.com for further assistance.
Please remember to have your order confirmation number and item details handy when you call.
If you’ve ordered during one of our sales or the busy Christmas period please bear in mind that your delivery might take longer than normal to get to you.
However, if you are concerned about your order then give us a call.
Please note that if you have ordered more than one item, you may receive multiple shipment emails and items may arrive separately.
Q. What if my order is lost in transit?
If you do not receive your purchase within 21 days of dispatch (15 working days, Royal Mail include Saturday as a working day) or 10 working days for Special Delivery, House of Watches will class this as "lost in the post". In this circumstance we ask that you get in touch with our customer service team on +44 (0)1384 880 683 or at firstname.lastname@example.org for further assistance. Unfortunately, we are unable to refund or replace any item until this timescale has been reached. House of Watches cannot take any responsibility for any items that are delivered to the specified address and signed for but subsequently mislaid or stolen. House of Watches does not accept liability for any incorrect address details that are input during checkout. House of Watches will only resend or refund if the item is returned to us unopened by Royal Mail. If you receive two orders then please contact us to send your parcel back free of charge.
Q. Can I change the delivery address?
To change your delivery address, simply enter the new address before you complete checkout – such as your work address, or a friend’s house.
Please note that you can’t change your delivery address for an order you’ve already made.
We advise you to regularly make sure that all your address details are up-to-date, or if you are checking out as a guest that you ensure the delivery details provided are correct.
Q. Do you offer international deliveries?
Yes, we ship internationally to the following countries
Q. Do you ship to BFPO addresses?
Q. Do you offer a click and collect service?
Currently we do not offer a click and collect service, but this will be available in the near future.
Q. What is your returns policy?
We offer a 30 day return policy on all items. If you are not entirely satisfied, you can either exchange for an alternative item or have a full refund.
We do ask, whilst you are deciding if you would like to keep your order, please take care not to damage the item or branded packaging it arrives in.
Please note we do not accept returns of any goods that have been personalised or adjusted by a third party. This does not affect your statutory rights.
Q. How do I return something to you?
To return your item within the 30 days return policy, package the item carefully including a cover note/copy of invoice stating if an exchange or refund is required. Please return to House of Watches Brintons House Exchange Street Kidderminster DY10 1AG. We recommend parcels are returned via traceable insured delivery method. We cannot accept responsibility for an item we have not received, therefore a signed-for delivery option is advisable.
Q. How long will it take for my refund or exchange to be processed?
We process returns on the day they are received. We do advise refunds can take up to 7 days to reach your account, depending on your card provider. Exchanges will be received within 3 working days.
Q. What if the item I want to exchange for differs in price?
If the item you want to exchange for is less expensive than the original item, we will refund the difference to your chosen method of payment.
If the item you want to exchange is for more than the original item, one of the Customer Care team will contact you to take an additional payment.
Q. How will I know my item has been received and a return has been processed?
When we receive your returned item, we will send you an email to confirm. Once your request has been processed, we will contact you advising your exchange is on its way or that your refund has been completed.
Q. What if my item is outside of the returns policy?
If you wish to return your unworn, unwanted item outside of the 30 day returns policy, please contact the Customer Care team on +44 (0)1562 312 226 or at email@example.com.
Q. My item is faulty, but is outside the returns policy, what should I do?
Please return the item to us at TH Baker 95 High Street Brierley Hill West Midlands England DY5 3AU. Your item will be assessed and then sent to the manufacturer for repair under the warranty. This process will take an estimated 4-6 weeks, depending on the nature of the repair. If we have any further information regarding this we will contact you on the details you have provided in either your cover letter, or from your original order.
If the repair is not covered by the manufacturer’s warranty (such as accidental damage or wear and tear), we will contact you as soon as any estimate is provided. This repair will not be completed until agreement and payment has been provided by you.
Q. What if I received a free gift with my order?
If you received a free gift and wish to return your item, you will also be required to return the free gift.
Q. Who are House of Watches?
House of Watches is the latest website in the ecommerce portfolio of T H Baker jewellers
T H Baker was founded by Thomas Henry Baker in the year 1888. The company is still owned by the same family and has passed from generation to generation in the intervening 125 years, with the fifth generation having recently joined the business. T H Baker is a retailer of prestigious watches and quality jewellery with more than a century's experience in the jewellery industry. It is an official stockist of all brands sold, and is today one of the leading independent UK jewellery retailers with over 20 stores based in the Midlands and southern England.
Q. I have forgotten my password, what can I do?
Q. Which brands are excluded from the 5% introductory offer?
The following brands are excluded from the introductory offer and you will unfortunately not be able to redeem 5% off against them:
- Thomas Sabo
- Links of London
- Tag Heuer and Breitling