Welcome to our Customer Service Department

We hope that you find all of the information you need in the sections below. However, if you find your questions haven't been answered, please do not hesitate to contact our customer service team by using the Contact Us form that can be found on the bottom of the homepage. If your query is urgent, please feel free to phone us on 0845 331 6056 for further assistance.

We can help

Shipping & Delivery

The watch Factory has gives you two options for delivery of our products within the UK, Standard and Next Day, to better suit your needs. Standard shipping will arrive with you within 2-5 business days and costs £4.00. To have your items reach you the following business day, we offer Expedited Next Day shipping that costs £7.00.

Please note that your shipment will be sent to you as soon as your order has been processed. Due to the way our currier service works, any orders that we receive after 3:00pm on any given day will be processed the following business day. Also, The watch Factory cannot be held responsible for any shipments that are mislaid or lost due to incorrect shipping information.

Privacy & Security

We realise that when you purchase an item online there are some risks involved. The watch Factory promises to handle your sensitive information with the upmost care. While we will retain the details you share with us in our database we will not share this personal information with anyone unless we have first obtained your consent. We will also not use your personal information for any reason apart from those you have authorised us to use them for.

We can also attest to the fact that our site and payment functions are all entirely secure and have been put through testing to ensure that your payment details will remain safe and in your control.

Returns & Replacements

At The watch Factory we love helping our customers find their ideal watch...or at least add a great timepiece to their collection...and we want you to be completely satisfied with your purchase. We also know that occasionally you may wish to return an item that hasn't quite met your expectations. We're more than happy to have the product returned to us within 14 days of the date you received the watch, providing it is still in its original condition, is in all of its original packaging, and you can provide your proof of receipt.

Please contact our Customer Service team on 0845 331 6056 or using our Contact Us form before you send your watch to us. They will be able to give you more information and help to make the process go more smoothly.

It's important that you know that The watch Factory will not cover return shipping costs. We recommend that you use a recorded delivery method, particularly for watches of a higher value, to ensure they reach us safely. Our favourite is Royal Mail Recorded Delivery.

If for some reason you have received the wrong item, the products must be returned to The watch Factory immediately. As long as the returned item is in its original condition we will either send the correct item as quickly as possible or refund your money if needed.

Unfortunately, every now and then goods can be damaged during shipment. If this is the case, please contact The watch Factory for instructions immediately. We will do our best to sort the problem as quickly as possible.

Ordering

We have tried to make ordering at The watch Factory as easy and safe as possible for you. To place an order, simply take a look at the items you are interested in and click "Add to Basket/Cart" once you've made your choices. Your selections will be automatically added to your digital shopping basket. You can add as many items as you'd like to your shopping basket. Once you've finished shopping, click on "Checkout" and you will be taken to our Google Checkout page to complete your sale.

We have also set up the option for you to open an account with us. While this is not necessary and you will be able to shop online without using this feature, registering for an online account can reduce the time it takes for you to get through the checkout process and make purchasing easier and more enjoyable. If you have an account, you can also track your order online to see exactly where your watches are and when they should arrive on your doorstep.

On the occasion that an item you have ordered is out of stock, The watch Factory will contact you with the option to postpone your order until stock comes in, order a similar product recommended by our Sales team that you may find suitable, or cancel the order if needed.

Delivery of your order is subject to availability of the product, payment being received by The watch Factory, and accurate details being given by you to complete the order process accurately. The watch Factory reserves the right to deny an order if needed. In such case, you will be notified that the order has been rejected and the reasons for this decision.

Please note that orders received before 3:00pm on a business day will be processed the same day. We will try to process orders received later than 3:00pm, but cannot guarantee that this will happen. In the event that we are unable to do it on the same day, the order will be processed on the following business day.

An invoice will be shipped with your watch as proof of payment received. Please keep this invoice on file as it will also act as your proof of purchase. Quoting your invoice number will also help to speed up any queries you may have at a later date.

Payment, Pricing & Promotions

The watch Factory will always endeavour to provide you with a great and fair price. All prices are given in Pounds Stirling and include 15% VAT. The watch Factory is pleased to process orders from outside of the UK. In such cases, the currency will be converted from the Purchaser's home currency at the exchange rate used by the credit card issuer at the time of the transaction.

All payments made on the The watch Factory website are guaranteed to be secure and safe. We have taken all of the necessary precautions to ensure that your card details will remain confidential and within your control.

Payment of orders is due at the time of the order being placed. If there is a problem with payment, your order will not be shipped until this issue has been resolved and payment has been received.

Viewing Orders

To provide you with the best possible service, we have set up an order viewing and tracking feature on our website that allows you to check up on your order before the product actually arrives on your doorstep. To use this function, sign in to My Account. Please note that this function is only available if you were signed into your account when you placed the order. If you did not sign in before purchasing and would still like information on your order's status, please contact our Sales and Customer Service team on 0845 331 6056.

Updating Account Information

There are several benefits to keeping your account information up to date. The watch Factory is set up to remember your address details which makes your purchasing both easier and faster. Also, if you have signed up for our newsletter or RSS feeds, it will also ensure that you are alerted if we have any special promotions or sales going on that may interest you. Updating your account information is quite easy. Simply log into your account and edit the details you'd like from the main Dashboad.

Copyright Details

All web design, text, graphics, and the arrangements of these items as well as underlying source code, software, and any other material on this website are the copyright of The watch Factory, a trading name of Globe Imports Ltd. All rights reserved.

Any information or copy of the information found on this site may be used for the sole purpose of placing an order with The watch Factory. This site is intended to be used as a shopping resource and any other use of the site or material found on it is strictly prohibited without the express written permission of The Watch Factory. This site Powered by Magento Community Edition

Trademarks

Please be aware that The watch Factory specializes in offering its customers a wide variety of brands. Because of this, the site deals with multiple products and company names that may be the trademarks or registered trademarks of their respective owners and are not the property of The watch Factory.