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Frequently asked questions

Can I return items from your closing down sale for a refund?

You have 14 days after your order is delivered to cancel. If you decide you do not want to keep your order, please email customerservice@dezeenwatchstore.com to request a return. Please note that we will only offer refunds for unworn watches that are in perfect, resellable condition. The cost of returning the order must be paid by the customer.

Can I exchange items from your closing down sale?

We do not offer exchanges on any sale items.

Who do I contact if my watch develops a fault?

If your watch develops a fault please email customerservice@dezeenwatchstore.com with full details of the issue as well as your original order number.

Dezeen Watch Store will cease trading on or before 22 August 2017. After this date you will need to contact the watch manufacturer directly to notify them of any faults with your watch. Please find a full list of contacts here.

Please note that if your watch has stopped working or is not keeping time correctly, we always recommend changing the battery as a first port of call.

Do watches in the closing down sale come with warranties?

All watches sold on Dezeen Watch Store are covered by a manufacturer’s warranty. Each manufacturer has differing cover so please check here for full details. Please note most warranties do not cover straps, batteries and general wear and tear.

How do I claim my warranty?

If your watch has developed a fault within the warranty time frame, you will need to contact the manufacturer directly with your Dezeen Watch Store order number and proof of purchase. You can find a full list of manufacturer contact details here.

Do I have to pay VAT on the watches I order?

If you are shipping your order to an address within the EU, the prices displayed on our website will include 20% value added tax, which is applicable for customers in the UK and the European Union. If you live outside the UK or the EU and have set your shipping destination accordingly, the prices you see on the website will be shown without VAT.

I’ve received a request to pay import taxes. What does this mean?

All our orders are shipped from within the UK. Whilst we offer free shipping, you are responsible for paying any local import duties and taxes which may be applied to orders shipped outside the EU. These fees differ depending on the value of your purchase and the delivery location so we recommend checking with your local customs office before ordering.

How are your watches delivered?

Our watches are sent from the UK by either UPS or Federal Express.

All UK orders are sent via UPS and will be fully trackable, insured and a signature will be required on delivery.

All orders for the rest of the world are sent via FedEx Express and will be fully trackable, insured and a signature will be required on delivery.

We offer free shipping on UK, EU and international orders above £60. For orders shipped outside the EU, you are responsible for paying any import duties and taxes applied to your package.

Which countries do you ship to?

We ship to most countries in the world except Argentina, Chile, Indonesia, Iran, Iraq, Malaysia, Peru and Russia. If you are trying to order watches and can’t see your country in the list please contact us to place your order.

What if I change my mind about a watch I buy?

We offer refunds on all full price watches returned to us in perfect condition within 28 days. Items purchased in the sale must be returned within 14 days. Please see our terms and conditions for full details of our returns policy.

What happens if I buy a watch and it is damaged or doesn’t work?

If your watch is defective when you receive it, it will be replaced or repaired right away. See our terms and conditions. If it subsequently develops a fault within the period of the manufacturer’s warranty, and the fault is covered by the warranty, then it will be repaired. Again, please refer to our terms and conditions.

What happens if the watch battery has stopped working?

Please note that batteries supplied with watches are installed at the factory to check the watch is working and, due to time spent in warehousing and shipping, may be partially run down by the time of sale.

Batteries are therefore not covered by the manufacturer’s warranty. If your watch stops working you should in the first instance take it to a specialist watch shop or repairer to have a new battery fitted. Neither Dezeen Watch Store nor the manufacturer can be held liable for the cost of replacing the battery.

Can I try and buy products in person?

We’re online only but regularly hold pop-up retail events – subscribe to our mailing list for more details.

How do I redeem a gift voucher?

Visit Dezeen Watch Store and choose the product(s) you wish to purchase. When you proceed to the checkout you will be offered the option to enter a discount code. Please click this option and enter your unique voucher code.

How much does shipping cost?

We offer free standard shipping on all orders over £60.00. If you want your order to be sent on a faster service you can opt for our premium delivery service.

Whilst we offer free shipping, you are responsible for paying any local import duties and taxes which may be applied to orders shipped outside the EU.

Do watches sold on Dezeen Watch Store come with a guarantee or warranty?

All our watches come with a 1 – 2 year manufacturer’s warranty. The length of the warranty can be found on a products’ page under the ‘Details’ tab. All items purchased from Dezeen Watch Store are guaranteed to be authentic, brand new, in original condition with all boxes, instruction manuals and serial numbers intact. Please note that most manufacturer warranties do not cover batteries or straps. For a full list of manufacturers and the length of warranty visit our list here.