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Delivery
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Delivery Information
Delivery InformationHow much is delivery?
For detailed information on our delivery costs, please visit our delivery policy page.
Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.How do you send the items?Items are shipped by Royal Mail/Evri and you also have the option in the checkout to use a courier if you prefer.
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Send feedbackThanks for the feedback. We will improve this article.My order hasn't arrived yetAttached to your dispatch note is a tracking number. You can track where your order is through the DHL or Royal Mail/Evri website, depending on the courier. If you cannot get tracking information and it has been longer than:
10 working days for Royal Mail/Evri
10 working days for DHL Express
21 working days for DHL Global Mail
Please contact our customer service team who will investigate the missing parcel with the relevant courier.
Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.What kind of packaging do you use to protect my watch in transit?For maximum protection, we use our own custom-cut cardboard boxes which snugly fit the boxes of all watch brands which we sell, filled with air bags or polystyrene. Also, we appreciate that the purchase of a watch is often intended as a gift, therefore all of our packaging is completely unbranded with no mention of WatchShop on it.
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Send feedbackThanks for the feedback. We will improve this article.Can you deliver to work addresses?Yes. You can choose to have your purchases delivered to an alternate work or residential addresses without a problem. Simply specify your chosen delivery address in the checkout.
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Send feedbackThanks for the feedback. We will improve this article.Can you deliver on a Sunday?Unfortunately, we are unable to deliver on Sundays at this time.
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Send feedbackThanks for the feedback. We will improve this article.Do you ship to BFPO addresses?Yes, this is absolutely fine, and the delivery charge is calculated in the checkout.
Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Do you ship to international locations?*For more information on delivery, please check out our international delivery page.
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Delivery Information
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Orders & Payments
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Product Information
Product InformationWhy are your prices so low?
WatchShop delivers thousands of watches to customers every day in an absolutely efficient manner, enabling us under certain circumstances to offer special offers and exclusives.
However, just because we sell watches in great quantities, that doesn't mean you won't receive the same after care that you would benefit from if purchased at a high street store. Our sales lines are open 7 days a week and in the event of any problem our customer support lines are open Monday to Saturday. You also receive full technical support from the manufacturer, as well as their fully authorised warranty.
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Send feedbackThanks for the feedback. We will improve this article.What is Security Validation?Unfortunately the industry we operate in experiences a number of fraudulent incidents. For this reason, our levels of security far exceed other online businesses; this is to protect both our customers and WatchShop.
Our security team needs further information from you before your order can be processed. You should have received an email from the team, but if you haven't please contact them directly at security@watchshop.com.
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Send feedbackThanks for the feedback. We will improve this article.Are batteries included in the watches?Yes, brand new batteries are included in all watches. These are fitted at the factory by the manufacturer - your watch is ready to wear as soon as you receive it.
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Send feedbackThanks for the feedback. We will improve this article.Do you sell secondhand watches?No. We only sell 100% brand new goods.
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Send feedbackThanks for the feedback. We will improve this article.Do you sell fake/replica watches?No. All of our watches are 100% genuine products, supplied to us directly from the manufacturer.
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Send feedbackThanks for the feedback. We will improve this article.Do your watches come in a box?Yes, all of our watches come in the official box from the correct manufacturer, exactly as you would get if you were to purchase them in a high street retailer. An example picture of product packaging is listed on each product details page.
We do not sell loose, unboxed watches.
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Send feedbackThanks for the feedback. We will improve this article.Do your watches come with guarantees?Yes, all of our watches come with the full international manufacturer's guarantee with the official distributor. You can purchase from us assured with the knowledge that your watch is fully guaranteed for the full period against workmanship faults.
Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Are you an official supplier of these watches?Yes. We are an official supplier for all of our watch brands. We do not obtain watches from the 'grey market' like some other internet websites. You should beware of buying from companies who are not official suppliers as they are unable to deal with the manufacturer directly and offer you the support you may need in the event of a problem, or obtain replacement parts. There has been an explosion of internet watch websites over the past few years, and it can be difficult to determine which are official and which aren't. With Watch Shop, you are assured that we are approved dealers of every brand listed on this website.
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Send feedbackThanks for the feedback. We will improve this article.Are these watches actually in stock?At WatchShop, we stock all of our watches listed on this website and we currently hold over 100,000 watches in stock. So, unlike some of our competitors, we ship our watches directly from our stock so you can be assured of speedy delivery. We hold our stock in a high security warehouse, and our stock turnover is rapid - so you won't receive an old watch with a half-dead battery, or one that has been sitting on a jeweller's shelves for years. WatchShop dispatches nearly 100% of orders on time.
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Product Information
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Returns & Refunds
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Returns
ReturnsWhat if I order a watch and I don't like it?
We operate a full 14 days refund policy, where if you change your mind on any purchase you can return it to us within 14 days for a full refund. All we ask is that the watch is returned to us unworn.
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Send feedbackThanks for the feedback. We will improve this article.What if my watch stops working?If you suspect your item is faulty please return it to us at your earliest convenience. Our returns address is as follows:
Watchshop Returns
PO BOX 8174
Reading
Berkshire
RG6 9PEWe recommend using a special delivery service so that the item is insured and trackable on it's way back. Retain your receipt for postage and we will reimburse you. If returned by standard postage we will offer a refund of up to £5 for the cost if a manufacturing fault is confirmed.
Our returns department is incredibly efficient and dedicated to resolving any and all issues as quickly as possible.
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Refunds
RefundsWhen will I be refunded?
99% of refunds are processed on the day that the item is returned to us, but due to the seasonal period some refunds may take slightly longer to process. The returns department will process all refunds as quickly as possible. We ask for up to 14 working days for refunds to be processed. The Returns department cannot be reached via the phone, but if after 14 days you haven't received your refund please contact us at helpdesk@watchshop.com.
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Returns
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Our Services
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Credit
CreditHow do I ask a question about the Credit Agreement?
If you have a question, require further information or if there is anything you do not understand regarding the credit agreement, please call Omni Capital Ltd on 0333 240 8318 or seek free, independent advice from organisations such as the Citizen Advice Bureau or the Money Advice Service.
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Send feedbackThanks for the feedback. We will improve this article.How long does it take to apply online?Our online application form typically takes less than 3 minutes to complete. Your application is then instantly sent to the finance company and they will typically respond with their decision in around 10 seconds. Some applications may take longer to process. If for any reason we can't give you an instant decision you will be notified on screen as part of the application process and also by e-mail, with a follow up e-mail as soon as a decision is confirmed.
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Send feedbackThanks for the feedback. We will improve this article.Can I cancel my credit agreement if I change my mind?You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which the agreement is made or, if later, the date on which we will tell you that we have signed the agreement). If you wish to withdraw you must give the finance company notice in writing or by telephone or email. The name of your finance company will be clearly shown on your credit agreement (see contact details below). Please note that if you do give notice of withdrawal, you must repay the full amount of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. If you want to settle the loan after the 14 day cooling off period, you may do so but you will also have to pay interest accrued from the date the agreement was made until the date you repay it. If you wish to pay by debit card please telephone the finance company.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SRTelephone: 0800 0 234 567 / 0300 123 9 123
Email: customerenquiries@ocrf.co.ukDid you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Do I need a bank account?You must be a permanent UK resident and able to supply 3 years address history. Employment or retired and receive a net monthly income of at least £700. Have a good credit history and own a debit or credit card. You must have a UK bank account capable of accepting Direct Debits. The goods must be delivered to your home address and the deposit must be paid using a credit or debit card.
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Send feedbackThanks for the feedback. We will improve this article.Do I need to pay a deposit?Yes. If your credit application is accepted, you will be required to pay a deposit online, using a credit or debit card. The amount of the deposit is shown in the credit summary (displayed on the top left hand side of the screen throughout the credit application form) and on the credit agreement itself.
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Send feedbackThanks for the feedback. We will improve this article.How do I repay the loan?Your monthly repayments are collected by Direct Debit.
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Send feedbackThanks for the feedback. We will improve this article.Can I pay my agreement off early?You have the right to repay all or part of the credit early at any time, you should contact Omni Capital Ltd for details by phone, e-mail or letter at the following:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0800 0 234 567 / 0300 123 9 123
Email: customerenquiries@ocrf.co.ukDid you find it helpful? Yes No
Send feedbackSorry we couldn't be helpful. Help us improve this article with your feedback.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How much does the loan cost?The total cost of the loan is shown on the finance agreement.
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Send feedbackThanks for the feedback. We will improve this article.Are there any other charges?If you fail to pay any amount you owe under the Credit Agreement by the date it is due, Omni Capital Ltd may charge you interest on that amount, they may also levy additional fees - details of these can be found in the credit agreement.
Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.How long before I have to start to repay the loan?Omni Capital Ltd will write to you to confirm the date that your repayments will commence. The first payment is typically due 30 days following the date of delivery of your order.
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Send feedbackThanks for the feedback. We will improve this article.What APR will I be charged?The APR is shown clearly on the credit summary (in the top right hand corner of the screen) throughout the credit application process. It is also shown clearly on the credit agreement itself.
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Credit
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Site Policies
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Terms & Conditions
Terms & ConditionsTerms and Conditions
These terms and conditions together with our Privacy & Cookies Policy, Terms of Website Use, Returns Policy and Delivery Policy tell you information about us and constitute the legal terms and conditions ('Terms') on which we sell any of the goods ('Goods') listed on our website (and all associated pages) ('Site') to you.
www.watchshop.com is operated by The Watch Shop Holdings Limited. Any references to "we", "us", "WatchShop", "watchshop.com" or similar terms are a reference to this entity.
By making a purchase with us, you are agreeing to the Terms and it is your own responsibility to ensure that you are fully aware of these.
For Any Discount Code Received
Enter the code on applicable products at checkout.
- You can apply a discount code/voucher in the cart screen.
- You can only use one discount code/voucher at a time per order.
- All discount codes we offer are classed as the same, so basket emails and codes sent to customer act as one code.
- If the site rejects your discount code then it is classed as invalid.
- From time to time external sites may advertise discount codes/vouchers for this website - We cannot guarantee the authenticity or validity of discount vouchers on external sites.
- Where you select delivery to an EU member state other than the UK, the discount will be apportioned across the goods supplied by WatchShop and the deilvery services provided by Watch Shop Logistics Ltd.
This offer is not redeemable against smart watches or selected products, please see list below for excluded brands:
- Selected Accurist
- Alpina
- Selected Anne Klein
- Selected Anne Klein Jewellery
- Selected Armani Exchange
- Ball
- Baume & Mercier
- Selected Boss Jewellery
- Selected Bulova
- Selected Casio
- Certina
- Selected Citizen
- Selected Coach
- Selected CT Scuderia
- Selected Daniel Wellington
- Selected Davosa
- Selected Depth Charge
- Selected Diesel
- Selected Diesel Jewellery
- Selected DKNY
- Ebel
- Selected Elliot Brown
- Emile Chouriet
- Selected Emporio Armani
- Selected Emporio Armani Jewellery
- Selected Fossil
- Selected Fossil Jewellery
- Frederique Constant
- Gc
- Gucci
- Selected Guess
- Selected Guess Jewellery
- Hamilton
- Selected HUGO
- Selected Hugo Boss
- Selected Ingersoll
- Selected Junghans
- Selected Kate Spade New York
- Selected Kenneth Cole
- Selected Lacoste
- Locksley London
- Louis Erard
- Maurice Lacroix
- Meistersinger
- Selected Michael Kors
- Michel Herbelin
- Selected Mondaine
- Montblanc
- Movado
- Selected MVMT
- Selected Olivia Burton
- Selected Olivia Burton Jewellery
- Oris
- Rado
- Raymond Weil
- Selected Rebecca Minkoff
- Selected REC
- Selected Rotary
- Selected Scuderia Ferrari
- Selected Sekonda
- Selected Seiko
- Selected Sinn
- Selected Skagen
- Selected Slipstream
- Selected STORM
- Selected Swarovski
- Selected Swarovski Jewellery
- Selected Swatch
- Selected Thomas Sabo
- Selected Thomas Sabo Jewellery
- Selected Tissot
- Selected Tommy Hilfiger
- Selected Tommy Hilfiger Jewellery
- Versace
- Victorinox Swiss Army
- Selected Vivienne Westwood
- Selected Wenger
- Smart Watches
- Apple
- Garmin
- Polar
- Suunto
- Polar Accessories
- Huawei
- Fitbit
- Kronaby
- MyKronoz
- Fossil Samrtwatches
- Emporio Armani Connected
- Michael Kors Access
- Armani Exchange Connected
- Diesel On
- Skagen Connected
- Kate Spade New York Connected
- Marc Jacobs Connected
- Misfit
- DKNY Minute
- Kurio
- Martian
- Depth Charge
1. Our Contract With You
1.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process. Alternatively, you can request that a member of our customer services team places an order on your behalf.
1.2 After you place an order you will receive three emails from us including the following:
1.2.1 An email acknowledging we have received your order ("Order Confirmation") stating that the order is being processed by our system;
1.2.2 Final email containing the tracking number so that you can track delivery of the Goods online.
1.3 When you submit your order and receive an Order Confirmation from us, this does not mean that we have accepted your order, this only means that the order has been successfully received into our system. Following Order Confirmation, we will undertake validity and verification checks. Subject to receiving clear results from such checks, a contract will come into existence between you and us.
1.4 We shall assign an order number to your order and inform you of this in the Order Confirmation. Please quote the order number in all subsequent correspondence with us relating to your order.
1.5 We may send you an email to say that we do not accept your order. This is typically for the following reasons:
1.5.1 The Goods are not available.
1.5.2 we cannot obtain authorisation of your payment;
1.5.3 we are unable to meet your requested delivery date;
1.5.4 It fails the security checks; or
1.5.5 There has been an error by us in the pricing or description of the goods.
1.6 If we are unable to supply you with the Goods, for example because the Goods are not in stock or are no longer available, we will inform you of this by email and we will not process your order. If you have already paid for the Goods, we will refund you the full amount as soon as possible.
1.7 The images of the Goods on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, we cannot guarantee that your device's display will accurately reflect the Goods. The Goods delivered to you may vary slightly from those images.
2. Price
2.1 The price of the Goods will be as shown on our website at the time we confirm your order. Our prices include VAT at the current valid rate. For destinations outside the EU, such as the US, no VAT is due but the price you pay remains the same.
2.2 The price of the Goods does not include delivery charges, which will be notified to you during the checkout process and before you confirm your order.
2.3 Any promotional prices or deals are subject to availability and may be withdrawn at any time.
Incorrect pricing
2.4 We take all reasonable care to ensure that the prices of Goods are correct at the time when the relevant information was entered onto the system. However it is always possible that, despite our reasonable efforts, some of the Goods on our Site may be incorrectly priced. We will normally check prices as part of our despatch procedures so that:
2.4.1 where the Goods' correct price is less than the price stated on our Site, we will charge the lower amount when despatching the Goods to you; and
2.4.2 if the Goods' correct price is higher than the price stated on our Site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Goods at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. If the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Goods to you at the incorrect (lower) price.
Price Increases
2.5 Our prices change daily. Generally, we release new prices on a schedule and prices change at midnight only, however, we may also update prices during working hours. Subject to conditions 1.5.5 and 2.4, price changes will not affect orders once a contract is in place in accordance with condition 1.3.
2.6 All manufacturers generally have price increases throughout the year, due to increases in manufacturing costs and inflation. While we try to absorb as much of these costs ourselves, these price increases are unavoidable. We always aim to notify customers of pending price increases on the product details page.
2.7 We do not have control over prices listed on external sites, including Google cached listings, shopping feeds or any other site. We are not obliged to provide products for any price which is listed on an external site. We do not have control of the rate at which search engines crawl our site, and therefore the information in the search results may not be indicative of up to date prices.
3. Payment
3.1 We accept most common forms of electronic payment including but not limited to VISA, MasterCard, American Express, Maestro, and Paypal. Any charges for payments by credit card will be added to the total order amount and notified to you before you place an order.
3.2 Payment is taken from your card when the Goods are despatched to you. When using Paypal to pay for the Goods, your payment may be instant and we will be unable to delay this until the time of despatch.
3.3 All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. We may also need to use extra security steps through Verified by Visa, Mastercard®SecureCode or American Express SafeKey.
3.4 We reserve the right to reject a payment or order that we feel is at risk or could be fraudulent. In this instance the price will be refunded using the same payment method and you will be contacted and offered the opportunity to pay by another means or to cancel your order.
4. Delivery Of Goods
Please note that timescales for delivery and delivery charges will vary depending on your delivery address and the availability of the Goods. Delivery charges will be notified to you when you place your order. For more information regarding the delivery timescales and charges that apply to your order, please see our Delivery Policy.
Please note EU and non-EU customers may have to pay custom duty and import tax.
Next day delivery is available on all orders placed within the UK, however, delivery to the following locations may take 2 working days:
- Aberdeen
- Edinburgh
- Inverness
- Glasgow
- Belfast
- Isle of Man
- Guernsey
- Jersey
- Plymouth
- Truro
5. Your rights to cancel
5.1 You have a right to cancel an order during the period described in condition 5.2. This means that during this period if you change your mind or for any other reason you decide you do not want to keep the Goods you can notify us of your decision to cancel the order and receive a refund.
5.2 Your right to cancel starts from the date of the Order Confirmation (when the contract between us is formed) and ends 14 days later.
5.3 If the Goods have been delivered to you before you decide to cancel your order then you must return the Goods to us without undue delay in accordance with our Returns Policy. Note, some products such as pierced jewellery and sealed staionery products are not returnable. Please see our Returns Policy for more information.
5.4 If you cancel your order in accordance with this condition 5, subject to compliance with our Returns Policy, we will refund to you:
5.4.1 The full price paid for the Goods not including any delivery charges; and
5.4.2 Any standard delivery costs you have paid to return faulty goods to us;
within 14 days from when you inform us of your decision to cancel the contract or 14 days from the date we receive the Goods back from you (whichever comes first).
6. Our right to cancel
6.1 We may cancel an order at any time prior to delivery for any reason. This includes for an Event Outside Our Control as defined within condition 12, or the unavailability of stock. We will promptly contact you if this happens.
6.2 If we have to cancel an order in accordance with condition 6.1 after you have paid for the Goods, we will refund the payment to you.
7. Faulty Goods
7.1 If the Goods are faulty you must return the Goods in accordance with condition 5.3. Subject to the terms of the manufacturer's warranty, you may be entitled to a replacement of the Goods or a refund in accordance with condition 5.4.
7.2 You have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by your right of return or refund in this condition 7 or anything else in these Terms.
8. Privacy
8.1 Watch Shop, Watch Hut and The Watch Shop Holdings Limited only store information required to make a purchase and process your order. Your credit card information is NOT stored by us and is always processed across a secure server, using our online payment provider. Watch Shop, Watch Hut and The Watch Shop Holdings Limited do not sell or lease any of your personal information.
8.2 We will only use your personal information in accordance with our Privacy Policy. Please take the time to read this policy, as it includes important terms which apply to you.
9. Security
Your internet protocol address is logged when placing an order. This is for reasons of fraud protection. All orders are scanned strictly for fraud by our fraud department before they are shipped. If you specify a different shipping address to the billing address then your order may take longer as we have to perform the necessary checks. Fraudulent or suspicious orders may be disclosed to the appropriate authorities on their legal request.
10. Our right to vary these terms
10.1 We amend these Terms from time to time. Please look at the bottom of this page to see when these Terms were last updated.
10.2 Every time you order Goods from us, the Terms in force at the time of your order will apply to the Contract between you and us.
10.3 If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Goods or just the Goods you have yet to receive.
11. Our Liability
11.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us at the time we entered into the contract.
11.2 We only supply the Goods for domestic and private use. You agree not to use the Goods for any commercial, business or re-sale purpose, and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.3 We do not exclude or limit in any way our liability for:
11.3.1 Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
11.3.2 Fraud or fraudulent misrepresentation; or
11.3.3 Any matter in respect of which it would be unlawful for us to exclude or restrict liability.
12. Events outside our control
12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control.
12.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation change of law, strikes, lock-outs or other industrial action, epidemic, civil commotion, riot.
12.3 If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:
12.3.1 We will contact you as soon as reasonably possible to notify you; and
12.3.2 Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
12.4 You may cancel the contract if an Event Outside Our Control takes place and you no longer wish us to provide the Goods.
13. Other Important Terms
13.1 Risk of loss and damage of Goods is assumed by you from the moment the Goods are delivered.
13.2 We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you by posting on this Site if this happens.
13.3 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
13.4 This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.5 Each of the conditions of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
13.6 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
13.7 These Terms, together with our current prices and delivery details set out the whole of our agreement relating to the supply of the Goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
13.8 These Terms are governed by English law and the parties agree that the courts of England will have exclusive jurisdiction in relation to any claim or dispute (including non-contractual claims or disputes) which arise in relation to these Terms or any contract.
14. Information about us and how to contact us
14.1 The Watch Shop Holdings Limited is a company registered in England and Wales. Company registration number is ZA537589, registered office Unit A, Brook Park, East Road, Shirebrook, Mansfield, NG20 8RY. Registered VAT number: 310 4711 55.
14.2 If you have any questions or if you have a complaint, please contact us by telephoning our customer service team on 0800 0248794 or by emailing us at helpdesk@watchshop.com.
These Terms were last updated on August 2021
You can now recycle your old electricals with us.
If you're buying a new electrical item, we will recycle your old one for free.
Why recycle?
Unwanted electrical equipment is the UK's fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.
We can help
We are pleased to offer our customers the chance to recycle their old electrical items.
2. Visit our Reading store at: WatchShop, 27 - 29 Cross Street, Reading, Berkshire, RG1 1ST, United Kingdom
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for- like basis.
Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.
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Privacy and Cookies Policy
Privacy and Cookies PolicyPrivacy Notice
Watch Shop is part of The Watch Shop Holdings Limited, who is the data controller for your personal data.
The Watch Shop Holdings Limited is part of the Frasers Group.
To help us provide the best possible service, we collect personal information about you but we respect and protect your privacy and do all we can to honour the trust you place in us by being transparent about what personal information we collect and how we use it, vowing to handle your data fairly and lawfully at all times.
We are The Watch Shop Holdings Limited, Unit A, Brook Park, East Road, Shirebrook, Mansfield, NG20 8RY, United Kingdom and we are a Data Controller registered with the UK Information Commissioner’s Office with registration number ZA537589.
Please contact us via email to the DPO email address.
This notice is to inform you about how we collect and protect any personal information you provide to us and how you can control what personal information we collect from you. It sets out how we intend to use your information, who we will share it with, and what rights you have about our use of your information.
This notice applies to all our activities, however you provide personal information to us, whether you visit us online at any of our websites or visit our stores or contact us via social media or whether you telephone, email, write to or text us.
Here we provide you with details about:
- What personal information we collect
- How we use your personal information
- Who we share your personal information with
- The legal basis for using personal information provided to us
- How we aim to protect your privacy
- How long we will keep your personal information
- International transfers of your information
- Your legal rights relating to your personal information
- Links to other websites
- Information about Cookies
WHAT PERSONAL DATA DO WE COLLECT?
We may collect the following information about you:
- Your name, age/date of birth and gender;
- Your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;
- Purchases and orders made by you;
- Your social media handles;
- Your online browsing activities on any of our websites including what items you store in your shopping bag;
- Your password(s);
- Information about the device you use to browse our websites including the IP address and the device type;
- When you make a purchase or place an order with us, your payment card details;
- Your communication and marketing preferences;
- Your interests, preferences, feedback and competition and survey responses;
- Your location;
- Voice recordings, which we may collect in recordings of customer service telephone conversations; and
- Other publicly available personal data, including any which you have shared via a public platform (such as Instagram, YouTube, Twitter or public Facebook page.
This list is not exhaustive and, in specific instances, we may need to collect additional data for the purposes set out in this Notice. Some personal data are collected directly, for example when you set up an online account on our websites, or send an email to our Customer Services team. Other personal data are collected indirectly, for example, when you browse our websites or undertake online shopping activity. We may also collect personal data from third parties who have your consent to pass your details to us, or from publicly available sources.
We may anonymise and aggregate personal data for insight and research but this will not identify anyone.
Our websites are not intended for children and we do not knowingly collect data relating to children.
HOW WE USE YOUR DATA
1. General
The Watch Shop Holdings Limited (and trusted partners acting on our behalf) use your personal data:
- To provide goods and services to you;
- To make a tailored website available to you;
- To manage any account(s) you hold with us;
- To verify your identity;
- For crime and fraud prevention, detection and related purposes;
- For analysis, insight and market research purposes to better understand your needs and ensure we are giving you what you like;
- To administer competitions and identify and contact competition winners;
- Voice recordings to ensure that all customer service interactions with you are addressed correctly, to help train our staff, and for record keeping of queries and/or complaints.
- Where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute).
2. Marketing
The Watch Shop Holdings Limited use your personal data for marketing purposes and may send you postal mail, texts and/or emails:
- about promotional offers and events which we think may interest you;
- about relevant products and services of interest to you.
You have the right to opt out of receiving promotional communications at any time, by:
- 1: Clicking on the simple “unsubscribe” link which is included in all our marketing emails
- 2: Contacting our Data Protection Officer on watchshopdpo@datacompliant.co.uk, or by post to Finance, Director, Watch Shop, PO Box 8174, Reading, Berkshire, RG6 9PE, United Kingdom
This will not stop service messages such as order updates.
3. Personalisation and Automated Decision Making
In order to improve your shopping experience with us, when you visit any of our websites, you may receive personalised banner advertisements whilst browsing websites of other companies. Any banner advertisements you see will relate to your browsing activity on our websites from your computer or other devices.
These advertisements are provided by us via external market leading specialist providers using ‘cookies’ placed on your computer or other devices. See further information on the use of cookies in our Cookie Policy. You can remove or disable cookies at any time, see here for further information.
We may collect data directly from you, as well as analysing your browsing and purchasing activity, both online and in store, and your responses to marketing communications. The results of this analysis, together with other demographic data, allow us to ensure that we contact you with information on products, services, events and offers that are relevant to you. To do so, we use software and other technology (automated decision-making including profiling).
We may do this to decide what marketing communications are suitable for you and this activity is based on our legitimate interests to develop and improve our products and services for you.
You have the right to opt out of any automated decision-making processes including profiling at any time by:
- Contacting our Data Protection Officer on watchshopdpo@datacompliant.co.uk, or by post to Finance Director, Watch Shop, PO Box 8174, Reading, Berkshire, RG6 9PE, United Kingdom.
In order to provide more personalised services and experiences, we may also ask your permission to review third party data about you, for example, your Twitter or Facebook feeds, to get to know you better and to provide more effective personalisation. Some of our services enable you to sign-in via a third party service, such as Facebook. If you choose to sign-in via a third party app, you will be presented with a dialog box which will ask your permission to allow us to access your personal information (e.g. your full name, date of birth, email address and any other information you have made publicly accessible). You are not obliged to give your permission.
SHARING DATA WITH THIRD PARTIES
We will never sell or rent your personal information to other organisations for marketing purposes.
We will not disclose your personal information to any third party, except for those referred to below.
We may share your data with:
- Other companies within our group;
- Purchasers, investors, funders and advisers if we sell our business or assets or restructure whether by merger, re-organisation or otherwise;
- Our legal and other professional advisers, including our auditors;
- Credit reference agencies where necessary for card payments;
- Governmental bodies, regulators, law enforcement agencies, courts/tribunals and insurers where we are required to do so:
- To comply with our legal obligations and/or the administration of justice;
- To exercise our legal rights (for example in court cases);
- For the prevention, detection, investigation of crime or prosecution of offenders; and
- For the protection of our employees and customers.
- Our service providers and suppliers.
Type of External Service Provider Reason for Sharing Your Information Database Administrators Administration of our marketing databases Mailing Houses Postal administration Electronic Mail Administrators Delivery of email campaigns including electronic newsletters and administration of on-line competitions Couriers and Logistics Service Providers Goods delivery Software Providers Administration of sales and returns Marketing Consultancies and Advertising Services Providers Analysis of marketing data and customer insight for the development and administration of marketing campaigns. Delivery of offers, promotions and other marketing campaigns. Website tracking to assist with personalising your on-line buying experience. Facilitate customer product and service reviews Insurers Provision of insurance cover on products purchased from us Finance Companies Provision of interest free and interest bearing credit for our customers Watch Manufacturers Administration of guarantees and repairs Call Recording Providers Call recording to facilitate customer care and customer training, administration of enquiries and complaints, to facilitate telephone orders and order fulfilment for the Watch Shop website Insurance Claims and Repair Handlers Facilitate certain types of insurance claim administration Electronic Platform Providers To create on-line accounts, to fulfil website orders and electronic newsletter distribution Operational Email Administrators Provision of operational email system Live Engagement Platform Providers Delivery of live chat environment App Developer Delivery of customer chat app called Akin Payment Service Providers Website payment services Website Hosting Service Providers Administration of our websites, fulfilment of on-line orders and electronic marketing campaigns Order Fulfilment Providers Facilitate fulfilment of orders on websites and customer care Electronic Repair Administrators Repair processing and workshop administration: facilitating watch repairs by post, facilitating communications with our repair services Document Disposal Managers Document disposal In order to make certain services available to you, we use certain trusted third parties including IT, mailing, payment services, delivery and marketing service providers. We may need to share your personal information with some of our service providers, who will act under our instructions to provide services with confidentiality. security and integrity, and in compliance with relevant data protection laws such as the Data Protection Act 2018, the GDPR and the Privacy and Electronic Communications Regulations. We have put in place strong contracts to ensure they only use your personal information to provide services to us and to you, and for no other purpose.
LEGAL BASIS FOR USING DATA
We are required to set out the legal basis for our ‘processing’ of your personal data.
We collect and use customers’ personal data:
- 1: As necessary to perform our contract with you
- For the purposes of complying with our duties and exercising our rights under contracts for the sale of goods or services to customers; or
- Selling and supplying goods and services to our customers;
- Handling customer contacts, queries, complaints or disputes;
- Managing insurance claims by customers;
- 2: As necessary for the pursuit of our legitimate interestsincluding:
- Promoting, marketing and advertising our products and services to our current and past customers, and those who have asked for information,
- Sending promotional communications which are relevant and tailored to individual customers (including administering loyalty schemes);
- To administer competitions and promotions and identify and contact competition winners;
- Understanding our customers’ behaviour, activities, preferences, and needs;
- Improving existing products and services and developing new products and services;
- Protecting customers, employees and other individuals and maintaining their safety, health and welfare;
- Good governance, accounting and managing and our operations and complying with our legal obligations;
- Protecting our company, its employees and customers, by taking appropriate legal action against third parties who have committed criminal acts or are in breach of legal obligations to us;
- Handling any legal claims or regulatory enforcement actions taken against us; and
- Fulfilling our duties to our customers, colleagues, shareholders and other stakeholders or
- Recording customer service telephone conversations to ensure that queries are addressed correctly, to help train our staff, and for keeping records of queries and/or complaints.
- 3: As necessary for complying with our legal obligations including:
- Where you exercise your rights under data protection laws;
- For compliance with legal and regulatory requirements; or
- To establish or defend our legal rights; or
- Preventing, investigating and detecting crime, fraud or anti-social behaviour and prosecuting offenders, including working with law enforcement agencies;
- 4: Based on your consent
- Analysing website visitor data, to gain understanding that enables us to improve our website to meet visitor and customer needs and preferences
- Serving relevant ads to WatchShop customers on Facebook and Google based on information we hold about you
You have the right to withdraw consent at any time. Where consent is the only legal basis for processing your personal data, we will cease to process your personal data for that purpose after consent is withdrawn.
HOW WE PROTECT YOUR DATA
Our Controls
The Watch Shop Holdings Limited is committed to keeping your personal data safe and secure.
Our security measures include:
- Encryption of data;
- Regular cyber security assessments of all service providers who may handle your personal data;
- Regular planning to ensure we are ready to respond to cyber security attacks and data security incidents;
- Daily penetration testing of systems;
- Security controls which protect the our IT systems infrastructure and our premises from external attack and unauthorised access; and
- Internal policies setting out our data security rules for our personnel.
- Regular training for our employees.
WHAT YOU CAN DO TO HELP PROTECT YOUR DATA
You should always be cautious when sharing your personal data. No one from our company will ever ask you to confirm any bank account or credit card details via email. If you receive an email claiming to be from The Watch Shop Holdings Limited asking you to do so, please ignore it and do not respond.
If you are using a computing device in a public location, we recommend that you always log out and close the website browser when you complete an online session.
In addition, we recommend that you take the following security measures to enhance your online safety
- Keep your account passwords private because anyone who knows your password may access your account or be compromised if your account is accessed without authority.
- When creating a password, use a difficult word/number combination of at least 8 characters and something that is not easily guessed by hackers such as dictionary words, your name, email address, or other personal data that can be easily obtained. Also, frequently change your password. You can do this accessing your account, clicking ‘your account’, clicking ‘your data’ and selecting ‘change password’.
- Avoid using the same password for different online accounts.
HOW LONG WE KEEP YOUR DATA
We will not retain your data for longer than necessary for the purposes set out in this Notice. Different retention periods apply for different types of information, and our Data Retention Policy sets out the length of time we will usually retain personal data and where these default periods might be changed.
In summary, various laws, accounting and regulatory requirements applicable to us require us to retain certain records for specific amounts of time. In relation to your personal data, we will hold this only for so long as we require that personal data for legal or regulatory reasons or for legitimate organisational purposes and we will not keep your data for longer than is necessary for the purposes for which we collect them.
Record Retention Periods
Record Type of Personal Data Retention Period Contracts with Suppliers Names 10 years after expiry Supplier details Names, addresses, email addresses, telephone numbers Permanently Rental and hire purchase agreements Names 10 years after expiry Payment services agreements Names 10 years after expiry Cookies Webtracking information including IP addresses 5 years Customer deposits Names Permanently Contracts with Customers Names, addresses, telephone numbers, transactional details 10 years from date of transaction Contracts with Customers – bank transfers Names, addresses, telephone numbers, Bank and Branch 14 days Contracts with Customers – waiting lists Names and products Until purchase or as long as customer requires Contracts with Customers – pre-owned watches Names, addresses, age and product 3 years Contracts with Customers Email addresses website emails: 7 years, customer care emails: 7 years, store support emails: 2 years Customer complaints Names, addresses, telephone numbers, email addresses 7 years Interest Free Credit applications Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details 14 days Interest Bearing Credit applications Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details 14 days Promotional materials Names and customer images 3 years Customer listings for promotional communications Names and addresses, email addresses 30 days Marketing databases Names and dddresses, email addresses 15 years Social Media communications Names, addresses, email addresses, transactional data, hobbies, interests, payment references Permanently Product and service reviews by customers Names, emails and products services purchased Personal data: 12 months, review content: permanently Records of administration of watch and jewellery insurance claims for Insurance Companies Names, addresses, telephone numbers, email addresses, insurance policy number, item claimed for, call recordings, bank sort code details Permanently Call recordings Telephone numbers, call recordings 90 days Customer live chat forum Voice recordings images and messaging 28 days Mobile app - Akin Names, mobile phone numbers 28 days CCTV Images of attendees at our premises As long as required for security purposes Visitor records Names and images of attendees at our premises As long as required for security purposes Automatic Number Plate Recognition System Vehicle registration plates of visitors, suppliers and other attendees at our HQ As long as required for security purposes INTERNATIONAL TRANSFERS
To deliver products and services to you, it is sometimes necessary to share your personal information outside the UK and European Economic Area (the EEA). This will typically occur when service providers are located outside the UK or EEA or if you are based outside the UK or EEA. These transfers are subject to special rules under data protection laws. If we transfer your personal information outside the UK or EEA, we will ensure that the transfer will be compliant with data protection law and all personal data will be secure. Our standard practice is to assess the laws and practises of the destination country and relevant service provider and the security measures that are to be taken as regards the data in the overseas location. Alternatively, we use standard data protection contract clauses.
LINKS TO OTHER WEBSITES
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
COOKIES
Our websites use cookies to collect information. This includes information about browsing and purchasing behaviour by people who access our websites including pages viewed, products purchased and the customer journey around our websites.
Detailed information is set out in our Cookie Policy and is provided to ensure you are fully aware of the cookies we use, allowing you to make an informed choice about your continued acceptance of cookies.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not.
For information on the cookies we use, please see our Cookie Policy.
YOUR RIGHTS
You have the following rights:
- The right to be informed about our processing of your personal data which is the aim of this Notice;
- The right to request access to personal data that we hold about you at any time;
- The right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you;
- The right to object to processing of your personal data and/or to withdraw any consent you have given us and to opt out of any marketing communications that we may send you.
- The right to prevent processing that is likely to cause damage or distress to you or anyone else;
- The certain rights in relation to automated decision-making processes including the right to object to profiling;
- The right to request that we erase or destroy your personal data in certain circumstances (the right to be forgotten) for example when the data are no longer necessary for the purpose for which we collected them;
- The right to have your personal data provided to you by us in a structured, commonly used and machine-readable format and the right to have that data transmitted to another data controller. This is known as the right to data portability.
If you wish to exercise any of these rights, or to request details of personal information which we hold about you, please write to The Finance Director, Watch Shop, PO Box 89174, Reading, Berkshire, RG6 9PE or email the Watch Shop Data Protection Officer at watchshopdpo@datacompliant.co.uk
You have the right to lodge a complaint with the Information Commissioner’s Office at Wycliffe House, Water Lane, Wilmslow SK9 5AF, United Kingdom if you believe we have not handled your personal data in accordance with the law. Further information, including contact details, is available at https://ico.org.uk.
The Watch Shop Holdings Limited
Units 55-58
Suttons Business Park
Sutton Park Avenue, Earley
Reading
RG6 1AZ
United Kingdom
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