How we work
We’ve tried to make our process as streamlined and easy as possible for our customers.
If you fill out a contact form on our website, we’ll ask one of our skilled technicians to give you a call back within 24hours (weekdays only) to discuss the repair you require. We may ask you to send photos or videos of the watch to ensure we can match the customer to the correct repair service, we’ll always try to choose the most cost-effective option for each and every repair. Following your phone call, we will confirm the repair and price discussed via txt or email, and provide you with the address of our repair base.
If you’re happy with the repair and price discussed, then you post your watch to us (we recommend using Royal Mail Special Delivery as this service includes insurance in case anything goes awry during transit). We recommend wrapping your watch in bubble wrap, placing in a small box and then wrapping that small box in some more protective wrap and placing in another box or secure padded envelope. Please only send your watch pebble, no straps or accessories.
We are unable to guarantee return of any packaging you send to us as we have specially sized return boxes - please do not send your watch in anything you wish to have returned.
We can carry out all of our repairs and testing without accessing any of your private watch data, so no need to worry about unlocking or providing your passcode.
We keep in touch with you from the moment your watch arrives at our base, we’ll send a confirmation of arrival and let you know when the watch is heading into the workshop. Once your repair is complete, we’ll let you know and send you photos and/or videos via txt or email.
We aim to have your watch back on your wrist within 7 working days!
Once you’ve received photos and/or videos of your watch, and you’re happy with our repair, we then ask for payment via bank transfer. Once this payment has been received in full, we’ll return your watch to you via Royal Mail Special Delivery (usually a guaranteed next day delivery) and provide you with tracking information.