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Return and Refund Policy

Unwanted product return/exchange

If you are not completely satisfied with your purchase, the item or items must be returned to us in the original condition and with the original packaging within 30 days of the receipt.

Refunds or exchanges cannot be processed on watches where the links have been taken out or refitted back to the strap as this will leaves marks on the strap rendering the watch as new.

As long as the watch is returned as new we will issue a refund or exchange the product on receipt.

Please note:

  • As the item is under your responsibility until it reaches us, it is recommended that the parcel is sent using a tracked delivery service that insures you for the value of your goods.
  • The return cost of the item to us is your responsibility.
  • It can take up to 10-working days for the parcel to be returned to our warehouse and processed for either exchange or a refund.
  • A return request must be opened before waiting for an approval email with instructions before posting the item back to us.
  • Any postage charges will not be refunded.
  • Gift wrap fee is non-refundable.

 

Please put your return number (RMA) on the outside of your return box so we can process your parcel quicker.


Faulty item

If you receive a faulty item please notify us within 72 hours by contacting help@itswatchtime.com or via phone. Our customer service team will then respond with further instruction.

Please include the following details in your email:

  • Order number
  • Full name
  • Postal address
  • Fault description
  • Pictures of the fault (if required)

 

Please put your return number (RMA) on the outside of your return box so we can process your parcel quicker.


You have 30 days from receipt of the faulty item to return it back.

 

Wrong item received

If the order you received is different to the order you originally placed please contact help@itswatchtime.com or call 0121 726 6199. Our customer service team will happily help you to resolve the issue.

Please include the following details in your email:

  • Order number
  • Full name
  • Postal address
  • Fault description
  • Pictures of the fault (if required)

 

Please put your return number (RMA) on the outside of your return box so we can process your parcel quicker.

You have 30 days from receipt of the item to return it back.

 

How to open a return request?

You can easily open a return request on our website using the link below:

OPEN RETURN REQUEST

Only the email address used to place the original order and your order number are needed to open a return request. Once all the steps are done,  Our returns team will receive your request for approval. An email will be sent to update you on whether your return request has been approved or disapproved.

Please note:

  • All the shipping details needed to post the item back will be in your confirmation email.
  • You must remember to print, fill and put the returns form inside the parcel.
  • You must remember to enter the tracking number after posting the watch.
  • It may take up to 10 working days for your parcel to be processed in our warehouse.
  • If your return request is not approved an email will be sent to you with the reason for its disapproval.

F.A.Q

How can I check if you have received my parcel?

An email will be sent to you to notify you on every stage of the process as soon as our returns department receive your parcel. You can check the status of your item using the courier's website after it is returned using a tracked courier service.

Do I have to pay for my return?

You will be provided with a free prepaid label which means you won’t have to pay anything. If the item is returned as unwanted, you will be required to pay the full cost.

What service is the best to safely return my item?

To be sure that your item is received safely, we recommend that a tracked and insured service is used. The item is your responsibility until it reaches the warehouse.

What is the return address?

37, Great Lister Street
B74LT, Birmingham, United Kingdom

Please note that you must open a return request before posting the item back.

How long does a refund take?

This depends on the payment method you choose.

Once the finance department has processed your refund it will take up to 5 working days for funds to be put back into your bank account. It can take up to 24 hours with Paypal to show if the payment is received.