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Returns & Exchanges

We are certain that you will be delighted with your purchase. However in the event that you are not entirely happy with your order, you may return it. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Please be aware it can take up to 8 weeks for unsuitable returns using our label to return to us. Refunds will only be processed when the item is back with us.

Unwanted Goods

If you are not entirely satisfied with your purchase, or even if you just changed your mind, don't worry! We offer you a 31 days return period in which you can send us back the product(s) you have purchased. You will be responsible for the cost of returning the product(s) to us, unless the product shipment was in error on our part.

Please contact us by email, to inform us of your wish to return the product(s). We shall refund the full payment to you as soon as possible and in any event within 14 days of the date of return of the product(s).Once you have made Us aware of your right to cancel, goods must be returned to Us within 14 days.

Please note - Earrings cannot be returned unless they arrive faulty, due to hygiene reasons. We reserve the right to return to you any product(s) that are shipped back to us without prior notice.

If any adjustments, for example, bracelet resizing, are made to personalise your product(s) you may NOT return the item unsuitable. This is because a bespoke item has now been created by or for you and the item can no longer be sold as new. If the item is faulty and adjustments have been made, each case will be looked at individually before an offer of refund or exchange is made.

Please note - Goods must be back with us within 31 days from date of dispatch. Items received after 31 days will not be accepted.

Incorrect/Faulty Goods

We do thoroughly inspect products for defects before they are dispatched, however occasionally they can get damaged during transit. Upon delivery please inspect the product(s) and notify us promptly of any dissatisfaction with your order. If you receive an item from us which is incorrect or faulty, please contact us by email to inform us and send back the product within 14 days of the dispatch date of your order with a description of the problem. In the event of you returning incorrect/faulty product(s) to us, we will also refund to you the cost of the return postage.

Refunds & Cancellations

When receiving a refund back on to the credit or debit card you used for the original purchase, please remember that it takes between 3 to 5 working days from the day the refund was given to show up on your statement depending on who you bank with.

Returning a Product(s) Part/Fully Paid for With a Gift Voucher or VIP points?

Gift Voucher Partially Used

If you place an order worth less than your gift voucher and then return the order for a refund, we will credit the same amount you redeemed against the order using your gift voucher back on to your unique gift voucher number for you to use against your next purchase.

Gift Voucher Fully Used

If you place an order that exceeds the value of your gift voucher and then return the order for a refund, we will refund both your unique gift voucher and the credit or debit card you used for the same amounts you were originally charged to each when placing the same order for the product(s) returned.

For full details please read our Gift Voucher Policy.

VIP Points

In the event that you redeemed VIP points towards your order we will first credit your customer account with the same amount of VIP points you used, then we will refund the cash amount you made to us via your credit or debit card.

Please note: If you earned VIP points for a purchase and then redeem those VIP points to make another purchase and then return the first purchase for a refund, your refund will be given minus the VIP points you redeemed against the second purchase. For full details please read our VIP Points Policy.

Purchases at Hotels

For any purchases made at hotels, please contact hotels@watches2u.com.

Returns Address & Instructions

Please be sure to email us first before you send back your product(s). Once we have received notification of your wish to return your product(s), we ask that you send your product(s) back to us pre-paid and insured for the full purchase price using Royal Mail Special delivery (UK residents) or similar service in your own country; we will not be responsible for items that have been lost or damaged during transit.

Please include a brief description of the fault and your order number with your returned product(s), this will help us deal with your problem quickly and efficiently.

When returning a product please ensure you keep your proof of posting until we acknowledge receipt of goods.

Returns Address - Watches2U, Po Box 2041, Croydon, Surrey, CR90 9JW.