Frequently Asked Questions
We've organised the page by themes. If you're unable to find a specific answer, please contact us and we'll aim to respond within one working day and post the question on this page for future visitors.
- Do I need to set up an account to place an order?
- How can I search for an item?
- Is my personal information kept private?
- I've seen a watch I like but it no longer seems to be in stock?
- I've forgotten my password...
- Can I order over the phone?
- What payment methods does The Watch Gallery accept?
- Is it safe to use my credit card online at The Watch Gallery?
- How will I know you received my order and when will payment be deducted?
- How do I redeem a discount or special offer?
- Can I add items to an existing order?
- Can I cancel an order once it has been placed?
- Can I change my shipping address after my order has been despatched?
- When can I expect my delivery?
- How much are delivery costs?
- Does The Watch Gallery deliver to multiple addresses?
- Can I track my order?
- Do you ship outside of the UK?
- Do I need to sign for my order?
- What do I do if there's something wrong with my delivery?
- How long do I have to make a return?
- Where do I send my return?
- I've lost my free returns label, what do I do?
- How do I return an item?
- How do I exchange an item?
- Can I return/exchange an item that was given to me as a gift?
- Will I be refunded to the full value of my order?
- Have you received my returns?
- Can I return my order to one of your stores?
- Can I return items purchased in one of your shops/concessions to you?
- I can't sign into my account...
- How can I sign up for the The Watch Gallery e-newsletter?
- Do you have a shop?
- Does the order value include VAT?
- I can't view the 360 videos?
- My payment has been declined?
Do I need to set up an account to place an order?Yes. When purchasing for the first time, you’ll be taken through a fast and simple registration process. Once completed, you’ll be able to access your account details, review past orders and add or update your delivery address book by simply providing your email and password.
How can I search for an item?If you have a specific style reference or product name you’re looking for, try using the search box in the top right-hand side of the top navigation menu. Alternatively, if you wish to browse through a selection of watches – use the navigation options in the top menu to search by brand, gender or style. In addition you can further refine your results by using the watch attribute filters (shape, bracelet type, dial colour etc.) found on the product list pages.
Is my personal information kept private? The information you share with us is secure, private and confidential. We will never pass your details on to a third-party for marketing purposes. These are the circumstances in which we will share your data:
- With the payment service we use to authorise and process your payments - in such instances, we provide them only with the data they require to perform these services.
- In certain cases we may use an additional fraud screening service to ensure the legitimate use of your payment details.
- In the unlikely event that our business assets are ever purchased by another company.
I've seen a watch I like but it no longer seems to be in stock? Try searching by gender and then filtering the results by dial shape or colour. However, please note that some of our most popular styles are limited editions and so may run out quickly. If you have seen a watch on the site and cannot seem to find it, do please contact us as we may still be able to track it down.
I've forgotten my password... Whilst on the "Checkout" or "My Account" sections of the website click on 'forgot your password', enter your email address, and we'll send you a new password straight away.
Can I order over the phone? We'll be happy to take your order over the phone - just call us on 020 7952 2730 between 9am-5.30pm Monday-Friday. Out of hours, please leave a message with your name, product reference and telephone number and we’ll call you back.
What payment methods does The Watch Gallery accept? We accept the following credit and debit cards:
- 0% APR
- visa electron
- American Express
Is it safe to use my credit card online at The Watch Gallery?We don't store your credit card details - instead we use industry leading 28 bit encryption to ensure your details are secure and work with Sagepay to process your payment ensuring the very best levels of protection for your details.
How will I know you received my order and when will payment be deducted? You will immediately be sent an email from The Watch Gallery confirming that we've received your order. Please add this address to your safe senders list to ensure that the email is safely delivered to your inbox. In the event that you don't receive this please check your junk folder. Once we've picked and packed your watch, we'll send an additional email to confirm that your payment has been processed and the goods have been shipped.
How do I redeem a discount or special offer? Please use the 'Discount Code' box on the basket page to add any applicable promotions that might be available. The offer will be confirmed and the discount value will be displayed in the order summary.
Can I add items to an existing order? If you wish to add items to an existing order please call us on 020 7952 2730 as soon as possible and if we can we will combine the order and send out as one.
Can I cancel an order once it has been placed? If you wish to cancel an order please notify us immediately or call us on 020 7952 2730. If your order has already been despatched please follow the returns procedure detailed within the returns section.
Any items purchased at our normal full retail price may be returned to us for refund or exchange within 14 days of receipt of goods. Sale items and products bought under a special promotion where the price has been reduced, must be returned within 7 days.
Can I change my shipping address after my order has been placed? If you wish to change your shipping address once you have placed your order please contact us or call us on 020 7952 2730. If the order has not been despatched we can amend the shipping address. If you have received a despatch confirmation email with parcel tracking information, your goods will already be on their way to the address specified and we may not be able to divert them.
When can I expect my delivery? We have a number of different delivery options provided by Royal Mail:
1-3 working days
How much are delivery costs? We use Royal Mail to ensure a speedy, efficient and in most cases trackable delivery, see Shipping Information to find out more.
Does The Watch Gallery deliver to multiple addresses? When placing an order online you can only allocate one delivery address per order. If you order more than one item within an order and would like the watches to be delivered to multiple addresses please contact us as soon as possible or call us on 020 7952 2730 so we can arrange for the watches to be delivered to different addresses.
Can I track my order? Yes, when your order is despatched you will receive an email confirmation which will include a postal tracking reference. This can be used on the Royal Mail website to check the status of the delivery.
Do you ship outside of the UK? We currently only ship within the UK . We hope to expand our options in the future, so please keep an eye on our website for any further updates.
Do I need to sign for my order? All of our delivery services use a Royal Mail signed for service. If you are not in at the time of delivery, the Royal Mail will leave a card with details for arranging a re-delivery or collection at your nearest sorting office.
Collections and deliveries are not made on bank holidays so please allow additional time if ordering on or near bank holidays.
What do I do if there's something wrong with my delivery? If there is something wrong with your delivery such as you have received the wrong item please call our team on 020 7952 2730.
How long do I have to make a return? You have 14 days to return an item bought at our full retail price in refund for a receipt. Sale items or products purchased under ‘Special Promotions’ that involve a reduction in price from the normal retail price must be returned in 7 days.
Returned items must be sent back unworn and in their original condition with labels and tags intact.
Where do I return my order? You need to send your returns to: The Watch Gallery. 1st Floor. 16 Dufour's Place. London. W1F 7SP
I've lost my free returns label, what do I do? If you have lost your free returns label, call our team on 020 7952 2730 or contact us and we’ll be happy to send a replacement.
How do I return an item? We think returns should be as easy as possible, to take advantage of our free returns please visit our returns page and follow the instructions.
How do I exchange an item? In order to exchange an item you will need to visit our returns page and follow the instructions. You can then either place a new order online for the watch or we can contact you once we have received the return and place a new order.
Can I return/exchange an item that was given to me as a gift? You may return/exchange an item which was purchased for you as a gift providing you have the original despatch note. Our normal returns/exchange policy applies.
Once we receive your return, the refund value will be issued to the person who paid for the item. If there is a difference in price, the money will be refunded or charged to the bill payer. Please note, we have a legal obligation to notify the bill payer in all cases of returned or exchanged gifts.
Will I be refunded to the full value of my order? You will be refunded for the item that you return at the price you paid for the item. Once refunds have been processed and you have received the refund confirmation email, the transaction may take 3-5 working days to show on your statement.
Have you received my returns? We will send you an email once we have processed your return/exchange to advise the action we have taken. You can also check if the item has been delivered by visiting the Royal Mail website and entering your tracking number.
Can I return my order to one of your stores? You can return items to our named stores in Westfield and Chelsea, or post using the supplied returns label to: The Watch Gallery. 1st Floor. 16 Dufour's Place. London. W1F 7SP
Can I return items purchased in one of your shops/concessions to you? No, items bought from our shops or through our concessions can only be returned to where they were purchased from.
I can't sign into my account - what should I do? If you have problems signing into your account ensure that you are entering the correct email address and password for your existing account. If you need help registering your account, feel free to call our customer representatives on 020 7952 2730.
How can I sign up for the The Watch Gallery e-newsletter? To sign up to the The Watch Gallery e-newsletter you need to scroll to the bottom of the webpage, enter your name and email address on the bottom right within the ‘Subscribe to The Watch Gallery’ area then click ‘Sign up for latest news’.
Do you have a shop? For full information including locations and opening hours, please see our stores page.
Does the order include VAT? VAT is included in the price for all items. If you live in the Channel Islands and are therefore VAT exempt please use the contact form (ensuring to include your order reference) and we will refund the appropriate value.
I can't view the 360 videos? Our 360 videos give a far better representation of the watch with zoom functions and the ability to see the shape of the watch from all angles. If you are having trouble viewing our videos, please make sure you have the latest version of adobe flash player on your computer.
My payment has been declined? If your payment has been declined ensure that you have entered all card details correctly. It's also worth checking that your billing address corresponds with the billing address bank has.
If you are certain that your details are correct try using another card and if you feel that you aren’t getting anywhere then contact our customer service team on 020 7952 2730.