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1) Are Your Watches Genuine?
Yes all our watches are 100% genuine. We only purchased from reputable wholesalers and can therefore 100% guarantee the authenticity of every watch we sell.
2) Are Your Watches Supplied With Original Boxes?
All our watches are brand new and supplied with official boxes, exactly as you would receive them if you were to purchase them from a high street retailer. An example picture of product packaging is listed on each item listing. We do not sell loose, unboxed watches.
3) Why Are Your Prices So Low?
WatchPilot buys watches in large quantities from our wholesale partners enabling us to secure substantial discounts which in turn we pass on to our customers. Most importantly we are considered third party stockists for the brands we supply. We are therefore not required to sell at the recommended retail price (RRP) that official suppliers are held to. As a result, we are able to offer substantial discounts in some cases up to 75% off RRP.
4) Does The Item Come With Warranty?
Yes all items carry a 2 year seller warranty. We mirror the original manufacturer warranty. If there is a mechanical fault with the watch movement we will repair or replace the watch. Warranty does not cover accidental damage, water damage, strap, loss of stones or the plating/colour. If you need to make a warranty claim please get in touch with us and we will assist you.
Warranty repairs will take 5-28 days depending on the fault. If a warranty claim is made within 28 days of purchase we will cover all postage costs. However if a warranty claim is made after 28 days, the customer is liable for postage costs. As of January 1st 2020, we no longer stamp the warranty booklets.
5) Are All Your Watches Actually Held In Stock?
Yes all watches listed in our shop are held in stock. We ship our watches directly from our stock so you can be assured of speedy delivery.
6) Who Do You Use To Ship Your Item?
We use USPS and DHL Express to ship our orders. All items are fully insured for any loss or damages for peace of mind.
7) What If Nobody Is At Home To Accept My Parcel, What Will Happen To It?
Our courier will leave you a card informing you that delivery has been attempted. On this card will be details of a delivery depot where your parcel will be held for 14 days. You will need identification and the card to collect your parcel. Alternatively re-delivery can be attempted at a convenient time in the future upon your request directly with the courier.
8) Do I have To Pay Import Charges?
Customers in the United States will not face any import duties for orders below $800 USD in value. Customers outside of the United States please get in touch for more info.
9) Do You Ship Internationally?
Yes we do. We offer worldwide shipping. All items are fully insured for any loss or damages for peace of mind.
10) Where Do You Ship From?
All our orders are shipped from our fulfilment centres in the USA and UK, the location your order is dispatched from will depend on the model of watch ordered and warehouse stock availability.
10) My Order Hasn’t Arrived Yet, What Do I Do?
While the majority of orders do arrive on time, there are occasionally postage delays, particularly with international orders depending on the speed of your local postal carrier or possible local public holidays. If you believe your order hasn’t arrived on time please contact us.
11) What If My Watch Stops Working Or Is Faulty?
If the movement on your watch stops working within our standard seller 2 year warranty period please return it to us at your earliest convenience (Please contact us first so we can provide you with return instructions). Please ensure you use a tracked postal service to ensure the watch is not lost in the post. Retain your receipt for postage and we will reimburse you for the cost if a manufacturing fault is confirmed. Our returns department is incredibly efficient and dedicated to resolving any issues as quickly as possible. If we cannot fix your watch we will issue a refund in full.
12) What If I Receive A Watch And Do Not Like It?
Customer satisfaction is our number one priority, after all our reputation is built on it. If upon receiving your watch you do not like it please return it back to us via a tracked postal service for a full refund. (Please contact us first so we can provide you with return instructions). All we ask is that the watch is returned to us unworn and in its original packaging.
13) When Will I Be Refunded?
99% of refunds are processed within 3-5 working days from the date the watch is returned to us, during peak holiday periods refunds may take slightly longer.