FAQ's

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.

1. Shopping

2. Delivery

3. Returns

4. General

Answers

Do I need to set up an account to place an order? No. When purchasing for the first time, you’ll need to provide us with your e-mail address but setting up an account is optional.

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, gender, brand or style. You can refine your results further 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?  Please contact us for an availability update on 020 7952 2730 and we will try and contact the brand for a stock update.

What does Contact Us for Availability mean? This means that if you are interested in this particular watch, you need to contact us on 0207 952 2730 so that we can give you an updated stock availability. In some cases when we are out of stock, we will try and contact the brand.

I've forgotten my password... In the event that you forget your password, give us a call on 020 7952 2730 and we will be able to give you a new one.

What payment methods does The Watch Gallery accept? We accept the following credit and debit cards:

  • 0% APR
  • paypal
  • visa
  • visa electron
  • maestro
  • mastercard
  • delta
  • switch
  • solo
  • 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 have received my order? 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.

When will payment be deducted? Payment will be taken out as soon as the item is shipped. However, when paying with Paypal the money will be taken instantly.

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.

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? All UK delivery is free and will be shipped the next working day. Orders made before 1pm will be sent the same day and any orders posted after this time can be expected to arrive within two working days. Weekend orders will be posted Monday for Tuesday delivery.

How much are delivery costs? 
UK- FREE
EU- £15
Rest of the world (excluding Russia) - £25

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? Yes we do. International delivery is priced at £15 within the EU and £25 to the rest of the world. Unfortunately we are unable to ship to Russia. For more details please visit our Shipping information page.

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-Chelsea, 129 Fulham Road, London SW 6RT.

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 only return shop bought items to our named stores. All web orders must be returned to The Watch Gallery-Chelsea, 129 Fulham Road, London, SW3 6RT.

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 Watch Gallery e-newsletter? To sign up to The Watch Gallery e-newsletter you need to scroll to the bottom of the webpage, enter your email address on the bottom right where it says ‘Join our Newsletter’ and click ‘Join’. We will then be able to send you exciting news and updates so that you are always in the know.

Do you have a shop? Yes, currently have 3 London stores and 1 Manchester store. For full information including locations, partner stores and opening hours, please see our stores page.

Does the order include VAT? VAT is included in the price for all items and is automatically taken off at the checkout.

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 that your card is registered to.

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. If it has been declined you need to call your bank as we cannot take any further steps with your payment until then.