FAQ's (Frequently Asked Questions)
Q: Are your watches genuine and brand new?
A: Absolutely! All of our watches are actually guaranteed to be 100% brand new and we check all of our products to ensure that you’re getting the best possible purchase. All watches from The Watch Superstore come in their original box with serial numbers but if, in the unlikely event that you are not completely satisfied with your purchase, we offer you a Money Back Guarantee.
Q: Why are your prices so low?
A: We are always give you the best price because we purchase stock directly from our supplier in bulk. Since we are based online, we have very low overheads and can pass on our savings to you, unlike a watch shop or jewellery store on the high street. We also offer a Price Match on our watches!
Q: What are Elite Reward Points & How I can be benefitted?
A: Registered users of The Watch Superstore earn Elite Points on every purchase, referral, review and even your Birthday! For more details please visit our Elite Points Section.
Q: Can I combine orders?
A: Yes, If you bulk your items into a single transaction then the single postage can cover all of the items. Please view our Delivery Information Section for more details on pricing.
Q: Do you ship Internationally?
A: Of course! We can ship watches to most EU countries, the USA, Australia and Canada. If the country you want to ship the order to is not on this list then unfortunately we do not offer delivery there. Please note that orders from Indonesia, Nigeria, Malaysia and Turkey will be rejected.
Q: What currencies do you accept payment in?
A: We are based in the UK and so we only accept payments in £ Pounds Sterling. If you are paying through PayPal, rather than our site, the currency will automatically be set for you. Please note that we cannot accept international cheques, postal orders or cash from outside of the U.K due to bank charges incurred for processing these methods.
Q: What about import customs tax?
A: We simply ship your order out and are not responsible for any import or sales duty that may be incurred when the order reaches your country. We are also not able to advise on what your local rules and costs are. Any charges incurred from customs or taxes will need to be paid for by you.
Q: Can I collect my watch?
A: Unfortunately we do not offer a collection service.
Q: Why haven't you replied to my email?
A: We apologise if you are waiting for a response from us after four hours as we aim to answer emails during office hours within 4 hours of receiving them. Please contact us and ask questions prior to purchasing. If you get no response, it will be because we either did not receive your email or you did not receive our reply so please check your junk/spam folder.
Q: Can I have the goods delivered to another address?
A: This may be possible but you will need to contact us. In most cases we only ship to the cardholder’s address.
Q: Do you refund the postage when I return my watch for a refund or exchange?
A: No, please be aware that we do not refund delivery charges because it is a fee passed onto Royal Mail for the delivery of goods. The only situation that we will cover a delivery charge when it is a clear error by us.
Q: How do I size my watch correctly?
A: You can download our watch sizing guide and send through your requirements before your order. Alternatively if you receive your watch and need the bracelet to be re-sized, we advise that you take it to a watchmaker’s or jeweller’s so that they can re-size it for you.
Q: Battery Replacement
A: When you need to change the battery, after around two or three years including shelf time, we advise that you get your battery replaced by a watchmaker or jeweller. Lithium batteries can last around three to five years.
Q: Can I wear my watch in the bath/shower/sauna etc?
A: Please do not wear your watch in the bath or shower because the hot water can damage the parts of the watch, even if it’s listed as water resistant. We advise that you avoid swimming with a watch that is only water resistant to 100 metres because the impact that you use to swim can be damaging to the seals of the watch.
Q: Can you deliver to work addresses?
A: Absolutely - at the checkout, just choose to have your order delivered to the work or residential address you want it to be sent to.
Q: Can you deliver on a Sunday?
A: No unfortunately we don’t deliver on Sundays.
Q: Do you have an email address?
A: You can contact us using the contact us tab displayed on all pages of the site, we endeavour to respond within 24-48 hours during business days.
Q: Can I write to you?
A: Yes, please send correspondence (and returns) to our address in London:
The Watch Superstore
71-75 Shelton Street