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Returns and refund policy

Unwanted product return/exchange

If you are not completely satisfied with your purchase, please return the items to us in their original condition within 60-days of receipt.

We cannot except refunds or exchanges on watches that have had links taken out or refitted back to the strap as this process leaves marks on the strap meaning the watch is not as new.

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

Please note:

  • The item is your responsibility until it reaches us. We recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  • The cost of returning the item to us is your responsibility.
  • The parcel can take up to 10-working days to be returned to our warehouse and for the resend to processed.
  • You must open a return request and wait for approval e-mail before posting the item back to us.

Faulty item

If the item you have received is faulty please notify us within 72 hours by contacting hello@shopontime.co.uk. You will receive a response from our customer service team with further instructions.

Please include following details in your e-mail:

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

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

Wrong item received

If the item you have received is not what you originally ordered please contact hello@shopontime.co.uk. You will receive a response from our customer service team with further instructions.

Please include following details in your e-mail:

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

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

How to open a return request?

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

You only need the e-mail address used to place the original order and your order number. Once all the steps have been followed your request will be forwarded for approval by our returns department. If your return request will be approved or disapproved you will receive an update by e-mail.

Please note:

  • Your confirmation e-mail will contain all the shipping details needed to post the item back.
  • Remember to print, fill and put the returns form inside the parcel.
  • Remember to enter the tracking number after posting the watch.
  • Your parcel may take up to 10 working days to be processed in our warehouse.
  • If we will not approve your return request you will receive an e-mail with the reason for disapproval.

F.A.Q

How can I check if you have received my parcel?

Once you have returned your item using a tracked service you are able to check the status of your item the courier’s website and after your parcel is being handled to our returns team you will receive e-mail updates on every stage of the process.

Do I have to pay for the return?

If you are eligible you will be provided with a free prepaid label so you don’t have to pay anything. Unfortunately, if you are returning the item as unwanted you have to cover the return cost.

What service is the best to safely return the watch?

We recommend using tracked and insured service so you can be sure that we will receive the watch safely. Remember that the watch is your responsibility until it reaches our warehouse.

What is the return address?

Shop On Time

Unit C2, Matrix Point

59 Mainstream Way

B7 4SN, Birmingham

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

How long will I wait for a refund?

It depends on the payment method chosen by you.

Once your refund has been processed by our finance department it can take up to 5 working days for you to receive your funds back into your credit/debit card. It is up to 24 hours for any PayPal payments.