The Watch Hut - Seller Information Page

About Us

The Watch Hut launched in November 2005 with the aim of selling branded watches at amazing prices. Our policy of holding all items for sale in stock means we can offer the highest customer service in comparison to our competitors. We are authorised UK stockists for leading brands including brands such as Tissot, Casio, Seiko, TAG Heuer and many more.

The Roots Of Our Company

The Watch Hut is the expert in online watches retailing with an unparalleled reputation in the designer segment of the market. Since its foundation the site has grown to become Britain’s largest website in the sector. It has been trading through parent company DM London since January 2012.

We are the UK and Europe's leading authority on designer watches and our huge, yet carefully selected, range helps drive the UK’s most fashionable timepiece trends year after year.

Every website purchase is supported by expert advice from our experienced staff, together with a comprehensive range of after sales services. Every item comes in original brand packaging and carries a full manufacturer's warranty and guarantee.

Christmas Information

·         We are running a full time warehouse over the Christmas period and the opening hours for customers services extended opening hours are 8.30am--8pm Mon-sat, Sun: 10:00am - 4:00pm

·         We have an extended returns policy until 17th January 2014.  We are sticking to out policy of order before 4pm for same day dispatch

·         We have put measures in place to operate as normal during this busy period of time.  Our returns policy will be the same although during this busy period it might take an extra few days for the money to show on the customers card/bank

Last Order Date

Wednesday 18th December 2013

Delivery Information

Delivery rates and timescales

Standard UK Deliveries - Free of Charge

Value of £0.00 - £24.99 by Royal Mail First Class Delivery within 1-3 Working Days of Dispatch Time

£25.00 - £59.99 by Royal Mail Recorded Delivery within 1-3 Working Days of Dispatch Time.

Over £60.00 - Royal Mail Special Delivery on next Working Day On Orders placed before 4.00pm.

Expedited UK Deliveries

For orders between £0.01 - £59.99 there is an additional charge of £2.00 for Royal Mail Special Delivery on next Working Day.  This service is available on orders placed before 4.00pm.

Delivery locations and exceptions (areas / seasonal timings)*

UK Orders: All orders, within the United Kingdom (including the Channel Islands and BFPOs)

Requirements to sign for delivery (if required)

All orders above £25 or sent via the expiated delivery service will require a signature upon delivery.  We are not responsible for delays caused by the failure of the receiving party to provide a signature.

Information on order tracking (if required)

All customers placing  orders of more than £25 will be provided with an order tracking reference

Missed Delivery, Delivery cancellations and amendments*

Missed deliveries should be rearranged with Royal Mail or the Postal Agency serving your delivery address.

Orders can be cancelled or amended at any point up until dispatch has taken place.  All items that prove unsuitable may be returned for refund or exchange as long as they are returned in saleable condition.

Click & Collect info

This service is not currently available

Returns Policy

Returns & Refunds Policy

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 receipt of the original purchase and we will issue an exchange or a full refund for the price you paid for the item.

Unless faulty, we cannot accept the return of watches that have been worn, personalised or had their bracelets adjusted.

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.

In the unlikely event that you receive a watch 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 watch 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 watch was wrongly ordered by yourself.

In the unlikely event that your item arrives without any of the documentation (instruction booklet, guarantee), we would need to be informed within 48 hours of receipt: simply call 01384 721555 so we can ensure the correct documentation is sent out to you. If we are not contacted within 48 hours of receipt, then we make the assumption that the item has arrived with all the correct documentation. This returns policy does not affect your statutory rights.

How To Return An Item

Items must be returned in their original packaging and with all booklets, guarantees and product tags if they are attached.

To enable us to process your return more efficiently, we ask you to include a covering note with your item stating why it is being returned and whether you want an exchange or a refund. In this note you should also include your order or invoice number, or a copy of the original invoice, so that we can track your order on the system.

If an item is returned without a covering note then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a £10.00 administration fee.

Returns should be sent via an insured and traceable method, such as Royal Mail Recorded or Special Delivery, as we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Royal Mail website's ‘track and trace' facility.

If a parcel does go missing and never reaches us, it is your responsibility to claim for the item from Royal Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it, then we shall deduct that amount plus a £10.00 administration fee from any refund.

Any orders placed as of 1st November can be returned by the 25th January.

Please allow up to 3 working days after receipt for all refunds and exchanges to be processed. Please send all returns to the following address:

The Watch Hut
Unit 20 Waterfront East
Level Street
Brierley Hill
West Midlands
DY5 1XG

This does not affect your statutory rights.

Our Exchange Policy

We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above (remember the 30-day window for exchange begins with the original purchase).

In the covering note accompanying your return, we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary. If there is any extra charge to pay, we will contact you so that payment can be made over the phone. If there is a partial refund due then this will be credited back onto the card used for the original transaction.

If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement watch. If this is the case, we shall contact you to inform you of this. If you return an exchanged item for a further exchange, or refund, then we reserve the right to charge an administration fee of £10.00 as well as an additional postage fee. This exchange policy does not affect your statutory rights.

Our Refunds Policy

When we receive a watch returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund (remember the 30-day window for refund, unless the new item happens to be faulty, begins with the original purchase). The refund will be for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase.

If you have not received your refund within 7 working days of us receiving your watch, then please contact us on 01384 721555 for assistance. If we have agreed to refund the postal cost incurred returning a watch to us, this will be done in the form of a cheque. If you return an exchanged item for a refund then we reserve the right to charge an administration fee of £10.00 to cover our extra postage costs. This refunds policy does not affect your statutory rights.

Faulty Items

In the unlikely event that your watch develops a fault within a short and reasonable period from receipt then you can return it to us and, if we find it to be faulty, we shall exchange it for you. If, however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty, we shall also refund your postal expenses in the form of a cheque.

Please note we cannot make any concrete promises to exchange an item, or issue a postal refund, until we have seen and assessed the item. If your watch develops a fault within the period of the manufacturer's guarantee then please read the section below on ‘Watch Under Guarantee' for more information on what to do. Your statutory rights are not affected.

Watches Under Guarantee

All of our watches are covered by their manufacturer's guarantees, please consult your guarantee booklet for information on the length its length. You should keep any guarantee booklets and cards safe so that they are available if necessary. We strongly recommend that you read the guarantee as this informs you what is and what is not covered, but we have included a general guide below.

In general, the manufacturer's guarantee covers malfunctions that arise due to defects in materials and workmanship. The manufacturer's guarantee does not cover damage to the bracelet, strap, attachments or the glass crystal due to normal wear and tear, accidental damage and excessive wear and tear/abuse. It also does not cover water damage done to the watch if it has been used outside of the manufacturer's recommended guidelines.

The guarantee is usually rendered void if unauthorised repairs have been carried out by someone other than an authorised dealer of the brand. The manufacturer's guarantee is in addition to your statutory rights.

We always recommend that if your watch does develop a fault you take it into an authorised dealer of the brand who should be able to confirm whether it is covered under the guarantee or not. If the watch does develop a fault which is covered by the guarantee then you can either return it direct to the manufacturer yourself, with a covering note outlining the problem and your guarantee booklet, or return it to us to send to the manufacturer on your behalf.

If you want to return it to us then we would ask you to include a covering note outlining what the problem is and containing a contact number. We also require you to send in your guarantee booklet, card or certificate. Upon receipt we shall check and test the watch to confirm any faults and whether they should be covered by the guarantee and then return it to the manufacturer as necessary.

If we find that the problem is not covered by the guarantee, we shall inform you as soon as possible. The turnaround time for repairs under guarantee is usually 3 to 4 weeks, subject to part availability. If there is going to be a longer delay then we shall contact you to inform you of this. If the problem is not covered by the guarantee we can still get it repaired for you by the manufacturer but there will be a charge, inclusive of postage. We will inform you of this charge and if you wish to have the work done then we will need payment prior to the work being undertaken.

Contact Us

Call us on 01384 721555 (Calls charged at standard BT rates) or email us at sales@thewatchhut.co.uk

Our customer services team are available Monday to Saturday 8.30 am to 5.00 PM

The Watch Hut
Unit 24
Waterfront East
Brierley Hill
West Midlands
DY5 1XG

D M London Ltd No: 5209185 VAT REG 844006648.

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Saturday 8am to 8pm
Sunday 10am to 6pm
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