Help & Support
International Shipping
We deliver thousands of products internationally every week from our office in the UK, shipping to North America, Australia, Asia and Europe. We’ve developed strong relationships with a number of shipping companies in order to provide our international customers with lower prices and an all round better service. We also have a PO box address for returns in the United States to make the process as smooth as possible for our overseas customers. Get in touch today if you have any queries.
Delivery times relating to COVID-19
Please bear with us as we have noticed some delays in standard postal services in a number of countries, because of this please allow a more time for your order to arrive than you would normally. Rest assured team is here to help, but we are asking buyers to allow 7 days for UK deliveries and up to 28 days for international shipments. Thank you again for your patience and understanding.
We send thousands of shipments out every week internationally around the world from our office in the UK. For a full list of countries and shipping cost please click here for full shipping details for your country.
Please read our article for information relating to ordering from WatchGecko now the United Kingdom has left the European Union, also known as Brexit click here
We have had too many unhappy, frustrated international customers complaining that their orders take too long to arrive. Sometimes over a month or even not arriving at all when sent with a standard international airmail postal services.
We needed to take action and decided to send our international orders using an express, fully tracked airmail service by either UPS or DHL Express.
These shipping options have some other great added benefits –
Choose your delivery date.
Authorize a signature release.
Leave with a neighbour.
Collect from a service point.
Delivery to an alternative address.
Put your deliveries on hold.
These fantastic postal services are expensive, so we take care of some of the cost.
We want our customers to be happy, receive their orders quickly without delays with the full assurance they can accurately track their order.
As an alternative suggestion, some international customers use freight forwarding companies with a UK delivery address, so they pay UK shipping rates. This can enable them to consolidate and ship many UK orders in one shipment, therefore, lowering the cost.
We currently offer free shipping options for over 25 countires click here for full shipping details for your country.
Our team will carefully pack and send your order out as quickly as possible. For UK deliveries you should expect to receive your order within 3-5 working days. Delivery can take between 7 – 21 days for International orders.
Yes, for an additional cost we offer Express Tracked service for most countries, this usually takes 1 – 3 days and comes with full tracking.
If you’re still waiting for your order to arrive there are a few things you can check:
- UK Delivery date – Orders sent within the UK normally take 1-2 working days to arrive after the shipping date. Sometimes they can take a little longer, so we do ask customers to allow up to 10 working days as Royal Mail will not consider an item lost until this time, see the following link Royal Mail’s policy for loss.
- International delivery date – orders can take between 7-21 days and sometimes there can be a delay in customs, so you may find you will need to wait a few more days.
- Delivery address – Have you entered your delivery address correctly? It’s always worth double-checking the address you entered was correct.
- Check with your neighbours – Please ask your neighbours to see if they have your order as it may have been delivered to the incorrect address.
- Deliveries to apartment blocks or offices – The delivery address is located in an apartment block or office, it may be worth checking at reception or similarly, with neighbours or colleagues.
Our standard delivery service doesn’t come with tracking, however, our shipping is very fast. If you have placed an order and you selected the Express option you should receive your tracking number in the following email.
UK Customers
Yes, we can offer to send you a prepaid returns label to print and send your items back. You will need to drop this off at your local post office and ask for a receipt for proof of return postage. The cost of the label is £6.99 and this will be deducted from your refund. Please contact the team from this page for more information.
Customers outside the UK
Yes, for some countries we can offer a prepaid tracked returns label. The cost of the label is £6.99 (GBP) and this will be deducted from your refund. Here is a list of countries this service is available –
Austria, Belgium, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden, United States
If you are looking to return an item please contact the team on this contact page to book your return.
We want you to be happy with your purchase and you are covered by the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If for any reason you feel that the item you have purchased is not suitable, please contact us within 14 days of receipt and return it, unused, for a refund or exchange.
For orders outside the UK, any shipping fee for the original order is not refundable.
Customers are responsible for any return shipping costs. For some countries, we can offer a prepaid returns label and the cost can be deducted from the refund. (see details in the prepaid return label section)
We reserve the right to charge a handling fee in the case of items being returned to us outside of the specified delivery time. The regulations state that a retailer can make a deduction from your refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
If you are looking to return an item please contact the team on this contact page to book your return.
If you have received your order and it’s not quite as expected, firstly we’re very sorry to hear this!
Please send our team an email with as much information about the problem and please included the information:
- Your order number
- What the issue is
- If you have worn the product or not
- A few images showing the issue
Please allow up to 21 days for your refund to be processed. However the majority of refunds will be actioned a lot quicker.
Please read our article for information relating to ordering from WatchGecko now the United Kingdom has left the European Union, also known as Brexit click here
If you created an account when you placed your order you will be able to see your order details.
If you checked out as a guest you will not be able to log into to be able to see any information. If then you create an account unfortunately we will not be able to link you guest orders to the new account.
This is because the three digit CVV number you have entered has not been able to match it to the details held at you bank.
The three digit security code is known as the CVV (Card Verification Value) or CVN (Card Verification Number). It is a number that is printed, not imprinted, on your Visa, Mastercard or Bankcard.
Visa, Mastercard, and Bankcard card members can find their CVV/CVN number in the signature area of your card. Your card number should be printed here along with a three-digit number at the end. This is your CVV/CVN number.
If you have seen this error the transaction will have been voided by the payment system, but you may still see them on your bank account. Occasionally the bank you have used to make the payment do not act on the void notification straight away. But you can be assured that the funds haven’t been taken out of your account, but will be on hold until your bank has acted on the void request. If you call up your bank they should be able to see the void request and remove the fund holding.
For security protection the payment system needs to validate the billing address you have entered with the address of the bank card.
If you believe you have entered the correct address it appears it has not been successful, we would recommend to contact you bank who would be able to assist you further.
The other option is to use the Paypal option, please not you do not need a Paypal account and you can use your bank card as your would normally.
Sometimes there can be problems placing the payment for your order, there are a few things you can try to resolve this.
You can try using a different device or browser, this can sometimes solve the problem.
If your card payment is not being taken, you can try using the Paypal option. Please note you do not need to have a Paypal account (or create one) you can just follow the instructions to enter you card details as you normally would.
If you still have problem, please, contact our team and we will be happy to help you.
Unfortunately due to PCI data regulations we are unable to take telephone orders.
Our generic curved metal end pieces we sell have not been designed to fit a particular watch.
Because the watch case sizes and spring bar hole positions vary on different watches (even with the same lug width), it is difficult to design curved ends that will fit all watches, so there may be some slight adjustment required to get the strap to fit nicely.
Your local jeweller maybe able to help with fitting.
We are re-stocking products all the time, but some times it can be a few months before they are available again, you can sign up for our back in stock notification and we will send you an email as soon as they are back in stock.
Unfortunately we are not able to offer a repair service to products.
The first thing you will need to find out is the lug width of your watch. This is the width of the gap where the strap attaches to the watch head. You If you need some help with sizes, please take a look at our size help page here!
The first thing you will need to find out is the lug width of your watch. This is the width of the gap where the strap attaches to the watch head. You If you need some help with sizes, please take a look at our size help page here!
If you created an account when you placed your order you will be able to see your order details.
If you checked out as a guest you will not be able to log into to be able to see any information. If then you create an account unfortunately we will not be able to link you guest orders to the new account.
It’s simple to sign up for our newsletter, if you scroll to the bottom of this page you will see our newsletter sign-up box, just simply enter your email address.
Once you have done this we will send you a confirmation subscription email that you will need to agree to before we add you into our newsletter list. This email may get filtered into your spam or promotions folder, so please keep an eye out for it.
We will keep you updated on money-off vouchers, exclusive offers, and latest product news. We will treat you details with utmost care, and of course you can opt out at any time.
If you have one of our official discount codes, to use them if you click on your cart and then select “View Basket & Checkout” you will see an option to enter your discount code. Please always refer to the terms and conditions relating to the individual WatchGecko discount codes.
Discount codes are only valid at the time of ordering and can not be applied after you have made the purchase.
Only one discount code is valid, and cannot be applied in conjunction with any other offer/discount codes.
No additional tax will be added or subtracted at the checkout for any purchases.
All buyers will pay the same price regardless of their location.
For customers in the UK, VAT at the current rate is included in the prices shown.
Orders that are sent outside of the UK and the European Union do not have this tax paid and so these customers may be liable for additional import taxes and customs duties.
The main benefit for customers is that we can offer the same low prices for all buyers regardless of their location.
Our products are priced in British pounds (GBP), but we offer an exchange rate selector at the top of the page which enables you to pay in some common currencies.
If you haven’t found the answer you’re looking for in the above help, please contact our support team at [email protected]
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