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Most, if not all answers relating to our products, order processing, return and warranty polices can be found below. If you require any further assistance, please contact our Customer Support team at info@pegoud-watches.com. Our team will respond to your inquiry within 1-2 business days.
Ordering with us is simple and secure. Just browse our website, add your favorite watches to the cart, and head to checkout.
We accept major credit/debit cards, PayPal, and Klarna (in selected countries). Right after you place the order, you'll receive a confirmation email - please check both your inbox and spam folder just in case. If you don't see it within 10-15 minutes, our support team is ready to help.
We ship from two locations to get your watch to you as fast as possible: orders going to the United States are dispatched from our US warehouse, while all other countries are shipped from Hong Kong. This helps reduce delivery times and customs steps for most of our customers.
Our main office and all business operations are based in Hong Kong.
On each product page, you'll see an ""Add to Cart"" button if the watch is in stock.
For models that are sold out, we provide a ""Notify Me"" button. Just click it and enter your email, and we'll notify you the moment it becomes available again.
Please keep in mind that limited edition watches will not be restocked once they sell out, so we always recommend grabbing them while you can.
Our welcome discount applies only to full-priced watches and it cannot be used on items already on sale, new releases, special collaborations, or together with any other code.
We do offer price matching, because we want you to shop with confidence.
We'll match the price of an identical watch from an authorized retailer, provided the following
1. Watch model is exactly the same
2. The lower price is currently visible to the public (not a flash sale or closeout), and
3. You request the match before placing your order.
To request a match, simply email our Customer Support team with the subject ""Price Match Request"", include the model number, and a direct link or screenshot of the lower price. We'll verify and our support team will get back to you with the next steps.
We accept Visa, Mastercard, American Express, debit cards, PayPal, Apple Pay, and Google Pay. In several countries, you can also pay with Klarna.
Every transaction is secured with SSL encryption, so your information is always safe.
The difference comes from VAT. UK prices already include 20% VAT, while our USD prices are shown without such taxes. When you see the GBP price, you're seeing the final amount you pay and no surprises at delivery.
If you need to change or cancel your order, we'll do our best to help, but timing is everything. Before your order is dispatched, just email our Customer Support team with your order number and the change or cancellation you'd like.
Once the order has been dispatched, we can no longer make changes or cancel it. In that case, you're welcome to return the watch within 30 days after you receive it, following our standard Returns Policy.
Confirmation emails are sent automatically within 10-15 minutes of placing your order. First, please check your spam or junk folder as sometimes they land there. If you still can't find it, reach out to our Customer Support team with your name, email address, and the item you ordered. We'll resend the confirmation for you.
Simply email our Customer Support team with your order number. Once your order has been dispatched, you'll receive a separate email containing a tracking number so you can follow your delivery in real time. If you haven't received that email yet, your order is still being prepared.
Processing usually takes 2 to 3 business days after an order is placed. If you place your order on a weekend or a holiday, we'll start processing it the next business day.
After dispatch, standard shipping takes another 5-10 business days. Please keep in mind that occasional delays can happen due to customs clearance, weather, or other events outside the couriers' control.
Orders are typically canceled automatically if our automated payment processor flags the transaction as high-risk for fraud, or if an item unexpectedly falls out of stock during peak periods. If your order was canceled, you will receive a full refund immediately. Please try checking out again using a verified payment method or contact us for help.
We do not offer self-pickup or office purchases as our business is fully online.
However, we provide free worldwide shipping on all orders from our website, so your watch will come straight to your door.
Our address system accepts only standard English letters (A-Z), numbers, hyphens, apostrophes, and spaces. If your address contains accented characters, please replace them with their standard equivalents.
For example:
– München → Muenchen
– Côte d’Ivoire → Cote d’Ivoire
– São Paulo → Sao Paulo
Once you make those adjustments, the system should accept your address without any problem.
Once we receive your returned watch and it passes inspection, we'll process the refund within 3-5 business days. You will get a notification via email when your order has been refunded.
After receiving the notification, depending on the mode of payment you've used to place the order, refund can take between 5-7 business days for credit card / Klarna refunds and 12-24 hours for PayPal refunds to reflect.
Not yet, but we're actively working to introduce gift cards in the near future!
Yes, we can help with that, as long as you contact us within 48 hours of placing your order.
Just email our Customer Support team with your order number and the discount code you wanted to use. If the code is still valid and your order meets the eligibility criteria, we'll apply it manually and issue a partial refund to you. It's always a good idea to double-check your code at checkout, but we've got you covered if you forget.
Absolutely! We never sell, rent, or trade your personal data. Your information is used only for order processing, shipping, and occasional marketing updates. You can unsubscribe from marketing emails at any time by clicking the link in the footer of any email we send. Your privacy is important to us, and we treat it with the utmost care.
We offer free worldwide shipping to most countries. Unfortunately, we currently cannot ship to:
Russia, India, Pakistan, China, South & Central America, Africa, Iran, Canary Islands, Turkey, Greece, Belarus, Tajikistan, Myanmar, and Brazil.
If you're not sure whether your country is on the list, please contact our support team who will be happy to check for you.
Most orders are processed within 2-3 business days. Once dispatched, standard international shipping usually takes 5-10 business days.
Please remember that delays can sometimes occur due to customs clearance, weather, or other unforeseen events. We always do our best to get your watch to you as quickly as possible.
Once your order is on its way, you'll receive an automated email with a tracking number and a direct link to follow your package. Please check both your inbox and your spam folder.
If you have not received tracking details within 3 business days after placing your order, just contact our Customer Support team and we'll look into it for you.
We can change your delivery address only if your order has not been dispatched yet. As soon as you realise you need to change it, please contact us immediately with your order number.
Once the order is dispatched, we unfortunately cannot make any changes. So the earlier you let us know, the better.
Most orders are dispatched within 2-3 business days. During very busy periods (like sales or new product launches) it can take a little longer. If your order has not shipped within 5 business days after placing the order, please get in touch with us (don't forget your order number) and we'll investigate right away.
Not necessarily. Tracking often pauses when a package goes through customs clearance or is waiting at a sorting hub. If there has been no movement for more than 10 business days, please contact us and we'll open an investigation with the courier. We'll do everything we can to locate your watch.
For customers in the US and the UK, the price you see at checkout is all-inclusive – you won't pay any extra duties or taxes upon delivery.
For all other countries, import duties are not included and may be requested by your local customs authority before they release the package. We always recommend checking with your local customs office if you're unsure about potential charges.
First, please check with neighbours, household members, and any safe-drop location the courier might have noted. Often the package is just around the corner. If you still can't find it, contact us within 14 days of the stated delivery date. We'll start an investigation on your behalf and work with the courier to locate your watch.
We understand the wish to save on taxes, but unfortunately we cannot alter the declared value. The value must reflect the actual purchase price for insurance and customs compliance. Changing it would violate carrier policies and international trade law, and it could create serious problems for you as the importer. We always recommend being transparent with customs.
Due to recent changes in US import regulations, we've rerouted US-bound shipments through a new domestic sorting facility. This allows us to handle customs clearance in advance, so you won't face any surprise import duties. The trade-off is a slightly longer processing time upfront, but final delivery becomes smoother and faster. Thank you for your patience – we believe it's a better overall experience.
If you're outside the US or the UK, our shipping policy does state that local import charges are the customer's responsibility. Please pay the duties directly to the courier to release your package. If you have any concerns or the amount seems incorrect, feel free to reach out to us – we'll help you understand the charges and confirm whether they're correct.
Customs fees vary widely from one country to another. For example, EU customers may pay VAT of roughly 20-25% on their orders. Because every country has different rules, we strongly recommend checking with your local customs authority before you purchase. That way you'll know exactly what to expect.
We're unable to ship to PO Boxes, APO, or FPO addresses. Please provide a physical street address instead. If you don't have one available, we suggest using the address of a trusted relative, friend, or neighbour who can accept the delivery on your behalf.
No worries – the courier will leave a missed-delivery card with instructions for rescheduling delivery or for collecting your package at the nearest depot. If you didn't receive a card, you can contact the courier directly using your tracking number. They'll help you arrange a new delivery time.
We're very sorry if that happens – but don't worry, we're here to help. Contact our Customer Support team, and we'll immediately start the lost parcel process. We'll work directly with the courier on your behalf to locate the package or, if it's truly lost, arrange a resolution for you.
Yes, some countries ask for extra information to clear customs smoothly. For example:
• Taiwan requires a copy of your National ID
• South Korea needs a Personal Customs Code
• Indonesia asks for an NPWP number
• Mexico requires an RFC number
• Oman requires a National ID
Please have this information ready when we ship your order, or our support team will reach out to collect it from you. Providing it promptly helps avoid any delays.
If you are a customer in the US or the UK and you were charged customs fees, please forward the customs paperwork along with your order number to our support team. We'll review it and advise you on reimbursement. For customers in other countries, customs duties are the customer's responsibility, as stated in our shipping policy. If the amount seems far higher than expected, let us know – we'll try to help clarify.
A POA request means that customs authorities need written authorisation for FedEx to act on your behalf. Here's what to do:
1. Check your email (including spam) for the FedEx notification.
2. Complete the form fully – include your full legal name, address, and any tax/ID number requested.
3. Attach a verified copy of your ID or company registration if required.
4. Sign and submit via the email or portal FedEx provided.
Please respond as quickly as you can to avoid delays, holds, or your package being returned to us. If you have any trouble, our support team can walk you through it.
If your order has not yet been shipped, we can cancel it – just contact us as soon as possible with your order number. However, if it has already been dispatched, we cannot cancel the order. In that case, you would need to pay the required import duties to receive your package. We always recommend checking your local customs charges before placing an order, especially if you're outside the US or UK.
We strongly advise against refusing delivery. If you refuse the package, the watch is returned to us at a significant cost, and return shipping charges plus any duties incurred due to the refusal will be deducted from your refund, as explained in our refund policy. It's almost always better to accept the delivery and then follow our standard 30-day return process if you're not satisfied.
You can return any watch within 30 calendar days after you receive it, as long as it is unused, unworn, in original resalable condition, with all tags attached and the original packaging intact. If you've adjusted a metal bracelet, please reinsert the removed links before returning. To start the process, email our Customer Support team with your order number, email address, the item you want to return, and the reason. Within 1-2 business days, we'll send you a Return Merchandise Authorisation (RMA) with clear instructions. Please note that return shipping costs are your responsibility unless the item is defective or incorrect.
We don't offer direct exchanges at this time. However, you can return the original watch for a full refund (following our Returns Policy) and then place a new order for the watch you'd like instead. This is usually the fastest way to get the right model on your wrist.
I'm truly sorry to hear that – we'll make it right. Please contact our Customer Support team immediately. To help us resolve your issue quickly, include clear photos or a short video (under 20 MB) showing the defect, along with your order number. If you don't hear back within 24 hours, please contact us again and we'll escalate your case personally. We want you to be completely satisfied.
That's certainly not the experience we want for you. Please email our Customer Support team with the following:
1) your order number,
2) photos of everything you received,
3) the watch tag showing the model number, and
4) a photo of the outer packaging.
We'll investigate and get back to you within 1-2 business days. Typically we'll send the correct item or any missing parts at no extra charge to you.
Yes, you can, as long as the watch was purchased directly from our website and you're still within 30 days of the original purchase date. The refund will be issued to the original payment method used by the gift giver. If the watch was purchased from another retailer, please contact that retailer directly for their return policy.
Once your return is delivered to our warehouse, it will go through an inspection process that takes about 5-7 business days. You'll receive an email when we receive your return, and another email when the refund is processed. If you haven't heard from us within 10 business days after your return was delivered, please contact our Customer Support team and we'll check on it for you.
After we receive and inspect your returned watch, we will process your refund within 5-7 business days. Then your payment provider typically takes an additional 3-5 business days to credit the money back to your account. We'll email you once the refund is issued, so you know exactly when to expect it on your end.
We're sorry for the inconvenience – even though we test every watch before shipping, batteries can occasionally fail early. Please take your watch to a local watchmaker or jeweller for a battery replacement, keep the receipt, and email a copy to us. We'll gladly refund the full cost of the battery replacement (excluding any extra services).
If you are a consumer in the European Union, you have the legal right to cancel your order within 14 days of receiving your watch, for any reason and without giving an explanation. This is in addition to our general return rules above.
How to cancel
You can withdraw from your purchase using the withdrawal button on our website, or by sending us a clear statement of your decision (for example, by email) before the 14-day period ends. You don't need to give a reason. Once we receive your request, we'll send you confirmation by email.
Sending the watch back
After telling us you wish to cancel, please return the watch to us within 14 days. You are responsible for the cost of return shipping. We recommend a tracked service, as you remain responsible for the watch until it reaches us. You're welcome to try on the watch and check that it works, as you would when buying in a store. However, if the watch is returned showing signs of use beyond this — for example scratches, wear to the case or strap, or missing components such as removed links — we may reduce your refund to reflect the loss in value.
Your refund
We will refund the full price you paid for the watch within 14 days of receiving it back (or, if earlier, once you provide proof that you've sent it). Refunds are issued to your original payment method.
Because our standard shipping is free, there is no delivery charge to refund. Please note that any import duties or taxes charged to you by your local customs authority are paid by you directly to your government, not to us, and cannot be refunded by us. These charges are your responsibility and are separate from the price of the watch
Every product page has a dedicated 'Specifications' tab where you'll find all the details: case diameter, thickness, lug width, lug-to-lug, water-resistance rating, movement type, crystal type, and case material. If you still can't find something, our support team is always happy to help.
We work hard to display colours as accurately as possible using professionally lit photography. However, please keep in mind that every monitor has different brightness, contrast, and saturation settings, so the actual watch may look very slightly different in person. That said, we're confident you'll love the real-life colour.
We're actively working to include complete technical specifications on all our listings. In the meantime, if you notice something missing, just contact our Customer Support team with the model in question. We'll be happy to provide the details you need.
We keep our full catalogue of current models on the website even when a watch is sold out or between production runs. That way you can still see the design and specifications. If you're interested in a sold-out model, please contact Customer Support – we can tell you if and when it might be restocked.
Depending on the model, we use either sapphire crystal (which is highly scratch resistant) or mineral crystal. You can find the exact type under 'Crystal Type' in the Specifications tab on each product page. Both offer great clarity – sapphire is simply more durable against scratches.
The movement type is clearly shown in the Specifications section of every product page. You can also use the 'Movement' filter on our collection page to see only quartz watches or only automatic watches. It's easy to compare at a glance.
Great question!
• Automatic (self-winding): Powered by a mainspring that winds by your wrist motion via a rotor. You can also wind it manually through the crown.
• Manual mechanical: Must be wound by hand through the crown – no rotor. It has that classic, traditional feel.
• Quartz: Battery-powered with a crystal oscillator. Very accurate, and the battery typically lasts 16-18 months depending on usage.
We have beautiful examples of each type on our website.
We offer a range of case diameters and shapes to fit different wrists. Use the 'Size' filter on our collection page to browse by size. Each product listing also includes exact case dimensions (diameter, lug-to-lug, thickness) so you can be sure about the fit before you buy.
Our leather straps are made from genuine cowhide leather – soft, durable, and comfortable. Our metal bracelets are crafted from 316L stainless steel, which is known for its excellent corrosion resistance and long-lasting durability.
Our watches utilize high-grade industry-standard stainless steel (such as 316L). While highly corrosion-resistant and generally safe for everyday wear, stainless steel inherently contains trace amounts of nickel. If you have an extreme or severe nickel allergy, we recommend exercising caution.
All our watches have a minimum water-resistance rating of 5 ATM (50 metres). That means they can handle splashes, rain, and hand washing with no problem. However, they are not rated for swimming, bathing, or diving. Before any water exposure, always make sure the crown is fully pushed in (or screwed down if it's a screw-down crown).
A 'True GMT' (also called a traveller's GMT) lets you adjust the local 12-hour hand independently without stopping the movement – perfect if you travel across time zones often.
A 'Caller GMT' (or office GMT) keeps the main hands unchanged while a separate 24-hour hand shows a second time zone. This is ideal for tracking a remote office from home.
The product description on each GMT watch will specify which type it is, so you can choose what works best for you.
We don't offer customisations that alter the core design of a watch, such as dial colour, hands, or internal features. Each timepiece is assembled as an integrated system to maintain water resistance, durability, and warranty compliance. However, many of our watches support interchangeable straps through our Strap Program, so you can still personalise the look easily.
We appreciate the enthusiasm, but we don't allow customers to choose or request specific serial numbers on any of our limited-edition watches. Serial numbers are assigned in the order they are produced and packed. Rest assured, every number is unique and special.
The luminescent material (Super-LumiNova) needs UV light to charge. Simply hold your watch under direct sunlight or a UV lamp for 2-3 minutes before going into a dark room. The glow will gradually fade over time – that's normal. You can recharge it anytime the same way.
To manually wind your automatic watch: unscrew the crown (if it's a screw-down crown), pull it out to the winding position (usually the first click), and rotate it clockwise 20-30 times. That gives the watch an initial charge. After that, normal wrist movement will keep it wound throughout the day.
Most of our automatic watches offer a power reserve of 38-40 hours when fully wound. That means if you take it off on Friday evening, it will keep running through most of the weekend. For longer periods without wearing, a watch winder can be useful.
Most automatic movements are rated to ±20-40 seconds per day. If your watch stays within that range, it's performing normally. If it's gaining or losing more than that, the movement may need regulation or servicing. Please contact our Customer Support team – we'll arrange a warranty check for you.
That can happen for several reasons:
• Low power reserve from not enough wrist movement
• Positional error (watches can run at different rates in different orientations)
• Dry or degraded lubricants that need servicing
• Magnetisation from nearby electronics or magnetic items
• Worn balance staff or pivot issues
If the problem continues, please contact Customer Support. We'll help diagnose the issue and, if needed, arrange a warranty check or service.
A watch winder is convenient but not essential – automatic watches are designed to run from your wrist motion. If you do use a winder, just make sure the turns-per-day (TPD) setting matches your movement's requirement to avoid over- or under-winding. For the correct TPD, our support team can help.
Incorrect TPD settings can cause under- or over-winding, which can affect timekeeping. First, try adjusting the TPD setting and monitor accuracy. If the issue persists, the movement may need regulation. Contact Customer Support – we'll guide you through the next steps.
TPD requirements vary by movement, so there isn't a one-size-fits-all answer. Please contact Customer Support with your specific model name, and we'll confirm the correct TPD setting for you. We're happy to help you get it right.
Leather straps need a little love to stay beautiful. Keep them away from oils, solvents, detergents, cosmetics, and water. For cleaning:
1. Remove the strap and gently wipe both sides with a dry microfibre cloth.
2. Dampen (don't soak) a microfibre cloth and add a tiny drop of mild soap. Use gentle tapping and circular motions – never scrub.
3. Wipe again with a second clean, damp cloth.
4. Let the strap dry completely and naturally before wearing.
Optionally, you can treat it with a leather conditioner to keep it soft and supple. That extra step really extends the strap's life.
We have step-by-step written and video guides on our website under 'Strap Care' or 'Instructions'. You'll need a spring bar tool for strap changes. For metal bracelet link removal, we recommend visiting a local watchmaker unless you have the proper tools and experience – it's a small investment that prevents accidental damage.
If your watch has a mineral crystal (not sapphire), light scratches can sometimes be reduced. Here's how:
1. Apply masking tape around the crystal to protect the bezel.
2. Apply a small amount of Brasso or Displex to the scratched area.
3. Rub gently in small circles with a microfibre cloth for 1-2 minutes.
4. Wipe clean and inspect. Repeat up to 2-3 times if needed.
⚠️ Do not try this on sapphire crystal – it won't work and may damage any anti-reflective coating. Deep scratches that you can feel with a fingernail require professional crystal replacement.
That usually means the strap is too tight and puts excessive pressure on the spring bars. Try loosening the strap by using a larger buckle hole or adding a link to the bracelet. A properly fitted strap should be snug but still allow a fingertip to fit between the strap and your wrist. Once you adjust the fit, the spring bars should stay in place.
Magnetism can make your watch run erratically – either too fast or too slow. To prevent that, avoid leaving your watch near strong magnetic sources like speakers, refrigerators, mobile phones, or magnetic bag clasps. If you suspect your watch has become magnetised, we can help you demagnetise it. Just contact our support team.
Our 316L stainless steel case, bracelet, and buckle may contain trace amounts of nickel, but well within industry safety standards. If you have a known nickel allergy, we recommend choosing a model with a leather strap, which avoids direct skin contact with metal. Your comfort is important to us.
We keep an online library of instruction manuals. Just search by your watch model number. If your model isn't listed yet, no problem – contact our Customer Support team and we'll email you a PDF copy directly.
Quartz watch batteries typically last 1-2 years. If your watch has a chronograph (stopwatch) function and you use it often, the battery will drain faster. We recommend having the battery replaced by a professional watchmaker to ensure the case back is properly resealed and water resistance is maintained.
Most of our quartz watches use a standard silver oxide battery, with common sizes like SR626SW or SR920SW. To be absolutely sure, please contact Customer Support with your model number – we'll give you the exact battery code for your specific watch.
Yes, replacement straps are available for most of our models. Visit our Strap Program page on the website, or contact Customer Support with your model name and your preferred colour or material. We'll let you know what's available for your specific watch.
Lug width is listed on the product's Specifications page. If you can't find it there, just contact Customer Support with your model name – we'll measure it for you and confirm the exact width so you can buy the right strap.
If the strap broke due to a manufacturing defect – such as faulty stitching or hardware failure – it may be covered within the first 30 days after purchase. After 30 days, strap damage is considered normal wear and tear, which is not covered by the warranty. However, we can still help you find a replacement strap at a reasonable cost.
Most of our bracelets use either push-pin or screw-link construction. A spring bar tool and a link-pin remover work best for this. If you're not confident doing it yourself, most jewellers or watchmakers can resize a bracelet for a small fee – usually just a few dollars. That's often the safest route to avoid accidental scratches.
We're sorry to hear that. We don't sell extension pins or spare links separately, but we do offer replacement straps that can be adjusted in length. Contact our Customer Support team with your model name – we'll explore the best options for you, whether that's a longer strap or an alternative bracelet solution.
Water-resistance ratings are measured in ATM (atmospheres) or metres, based on static lab tests – not real-world diving depth. Here's a practical guide:
• 3 ATM / 30M: Splash resistant only (avoid submersion)
• 5 ATM / 50M: Light splashes and brief contact with water
• 10 ATM / 100M: Suitable for swimming (not diving)
• 20 ATM / 200M+: Suitable for recreational diving
Always check your specific model's rating before exposing it to water.
It depends entirely on your model's rating:
• 3–5 ATM: Please avoid submersion – showers and swimming are not recommended.
• 10 ATM / 100M: Suitable for swimming (but not scuba diving or high-impact water sports).
• 20 ATM / 200M: Suitable for recreational diving.
Before any water exposure, always ensure the crown is fully pushed in or screwed down. And please avoid pressing pushers (if your watch has them) while the watch is wet. For the most accurate guidance, check your model's rating on the product page.
Fogging inside the crystal means moisture has entered the case, likely due to a gasket failure. Please stop wearing the watch immediately and contact our Customer Support team. If the watch was used within its stated water-resistance rating and the crown was properly closed, this should be covered under warranty. We'll assess it and take care of you.
We make it easy: just go to our Warranty Registration page (linked on our website). You'll need your order number or a copy of the purchase invoice. Registration is not mandatory, but we strongly recommend it – it helps streamline any future service requests and ensures we have all your details ready in case you ever need support.
Our 2-year warranty covers manufacturing defects in materials or workmanship under normal use. This includes:
• Movement damage that stops the watch from functioning
• Damaged hands
• Loose or detached dial indices
• Crown or pusher damage from normal, non-extreme use
If we find a covered defect, we'll repair or replace the watch at our discretion, free of charge. The warranty does not cover normal wear and tear, accidental damage, or damage from misuse.
Please start by completing the Service Centre Request Form on our website (under 'Customer Service' or 'Warranty'). Our team will respond within 1-2 business days with detailed instructions. Important: do not send your watch before receiving those instructions – we need to assign the correct service centre and give you a reference number first.
We understand the desire for a quote upfront, but most watch issues can't be diagnosed remotely. A watch running slow, for example, could be due to magnetisation, a worn mainspring, or a damaged balance wheel – each requires physical inspection with specialist equipment. A complete diagnostic ensures no underlying issues are missed and gives you an accurate, fair quote. We only charge for the work that's actually needed.
Please allow 3-4 weeks from the day we receive your watch. That timeframe covers diagnostic assessment, the repair itself, sourcing any necessary parts, reassembly, and full testing to factory specifications. We know it's hard to be without your watch, but we take the time to do every repair right.
To help avoid unnecessary charges, we recommend labelling your parcel as 'Warranty Repair Return – No Commercial Value' and including a copy of your original purchase receipt. This typically prevents re-import duties when the watch is returned to you. If you have any doubts, our support team can provide more detailed advice for your specific country.
Accidental damage – like a cracked crystal from dropping the watch – is not covered under our warranty. However, we can still arrange a paid repair for you. Contact our Customer Support team, and we'll assess the damage and provide a quote. We'll do our best to get your watch back in great condition.
Water damage is covered only if the watch failed below its stated water-resistance rating under correct usage – meaning the crown was fully screwed down and the watch was not subjected to conditions beyond its rating. Damage from exceeding the rated depth, immersing the watch with an open crown, or prolonged submersion beyond the rating is not covered. When in doubt, please reach out – we'll review your case fairly.
Absolutely. Even if your warranty has expired, we can still repair most models. Contact our Customer Support team with your watch details, and we'll arrange an assessment and provide you with a quote for the repair. We're here to keep your watch running for years to come.
Yes, you can. Please contact our Customer Support team with as much information as you have – such as the order number (if you can get it from the gift giver), a copy of the receipt, or the approximate purchase date. We'll verify the purchase and honour the warranty if the watch is still within the coverage period. Gifts are fully covered.
Quartz batteries in our watches typically last 16-28 months, depending on how often you use features like a chronograph (which drains power faster). The most common sign that the battery needs replacement is the watch simply stopping – no ticking, no movement. If you notice the second hand moving in 2-second intervals (a stutter), that's also a warning that the battery is low. Time to replace it.
Battery size varies by movement and model. To get the exact battery type for your watch, please contact our Customer Support team with your model reference. We'll look it up and tell you exactly which battery to buy – and we can also recommend where to have it replaced if you'd rather not do it yourself.
Yes, you can replace the battery at home if you have the right tools – typically a caseback opener and fine tweezers. However, for watches with a water-resistance rating of 100M or above, we strongly recommend using a professional watchmaker. They can ensure the gasket is properly reseated and the case is correctly resealed, so you don't lose water resistance. Your watch's longevity is worth that small service fee.
Any reputable jeweller or watch repair shop can replace a standard battery. For watches rated 100M water-resistance or higher, please choose a watchmaker who can re-pressure-test the case after the battery change. That extra step guarantees your watch remains as water resistant as it was from the factory.
We have three main service centres to serve you efficiently:
• UK – for customers in the United Kingdom and the European Union
• US – for customers in the United States
• Hong Kong – for all other regions
When you contact us for a repair or warranty claim, our team will direct you to the appropriate centre based on your location. This saves you time and shipping costs.
Applying a discount code is easy. At checkout, look for the field labelled 'Discount Code' or 'Promo Code'. Enter your code exactly as you received it, then click 'Apply'. The discount will be applied immediately if your code is valid and your cart meets any eligibility conditions (like minimum spend or specific products). Always double-check that the discount has been applied before you complete your payment.
Let's troubleshoot. Please check:
• The code is entered exactly as provided – codes are case-sensitive, so copy it carefully.
• The code hasn't expired – most codes have a valid date range.
• Your cart meets any minimum spend or product eligibility rules (e.g., the code may be for full-price items only).
If you've checked all of these and it still doesn't work, please contact our Customer Support team with the code and your cart details. We'll help you apply it or find another solution.
We currently allow only one discount code per order. If you have multiple codes, we recommend using the one that gives you the biggest saving. You cannot combine codes, but you can always share the other codes with friends or save them for a future purchase.
We understand how frustrating that can be, especially during popular flash sales. The best way to avoid missing out is to use the 'Notify Me' button on any product page – we'll email you the moment that watch becomes available again. Also, signing up for our newsletter gives you early-access alerts, so you can act quickly when we announce a sale.
Promotions and discounts apply only to orders placed during the active promotional period. We cannot retroactively apply a current promotion to a previous purchase. The pricing and terms at the time you placed your order are final. However, we always have new offers coming – so keep an eye on our website and newsletter for future savings.
Thank you for your interest! All affiliate programme enquiries should be directed to affiliates@solartimeltd.com. When you write, please include your full name, your affiliate ID (if you're already registered), and a clear description of your question. Our affiliate team will get back to you as soon as possible.
We love working with passionate creators! Please email our Customer Support team with the subject line 'Collaboration Request' and include a brief introduction or a link to your portfolio. Our marketing team will review your message and reach out within 5-7 business days. We look forward to seeing your work!
We love partnering with organizations for corporate gifts, milestones, weddings, or large events. For bulk orders (typically 20+ units), we can offer specialized volume pricing. Please contact our customer support team with your estimated quantity and which models you would like to get to receive a custom quote.
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