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SUMMER SALE - UP TO 20% OFF SELECTED JEWELLERY

  • FAQS

  • All of our frequently asked questions regarding online retail can be found with detailed answers below. If you have any further questions or can not find what you are looking for, please visit our contact us page to get in touch.

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  • VIEW IN STORE
  • PAYMENT
  • SHIPPING & RETURNS
  • SELLING A WATCH
  • CUSTOMER SERVICE
  • BUYING A WATCH

How many days do I have to view?

You will have 5 working days to view your item once it has arrived in your local store, we will text and email you to let you know the item(s) have arrived instore. After five days, the item will be released for general sale.

Why can't I view the item?

Please note if an item is under £1,000 then it is not available to be viewed in a local store at this time.

How many VIS requests can I do?

A maximum of 2 active requests for View in Store can be made at any time, a deposit of £25 is required for each individual item. Any additional requests will be rejected. If the item you wish to view is valued at £5,500 or above, you will be restricted to 1 item request for View in Store at a time.

Why was my VIS cancelled?

All view in store requests will be processed within standard office hours. Whilst we will do our very best to process each request, there may be instances when this is not possible. At any stage of a view in store, including after approval, as hard as we try to prevent this, cancellation is always possible. In such cases, you will be notified. If you prefer to utilise one of our 270+ stores for something you are interested in, we encourage you to use our click and collect service available through the basket to further secure your item - our 30 day returns policy can be found here.

Is Buying Online Safe?

At H&T - Shop Online, we have payment security measures in place to combat fraud and secure your personal data.

What is the returns policy?

Retail items can be refunded up to 30 days after purchase, as long as you have a valid receipt. Excluding bullion & coins - you can find out more in our returns policy.

How long does it take to process a refund?

We endeavour to process refunds promptly, however, it can take some payment institutions up to 10 working days to clear the funds back to your account.

Do You Ship Internationally?

We do not currently ship internationally on our website. However, we do sell selected watches on Ebay and Chrono24 where some items are available for sale in selected countries, including the U.S and most of Europe.

What Shipping Methods Are Available?

We currently offer free shipping on all items bought Online and do not have multiple choices for shipping methods. Our couriers may include, but are not limited to Royal Mail, DPD and DHL.

How Long Will It Take To Get My Package?

Please see our Delivery Page for the most up-to-date lead times.

How do I sell my watch through H&T - Shop Online

Selling your watch through H&T - Shop Online couldn't be simpler. Just fill out the enquiry form on our sell your watch page (link) and we will use the information to give you a preliminary valuation. Then it's a case of sending your watch to us or bringing it into one of our stores to complete the sale.

Do I need the watch’s box and papers?

If you have the original box and paperwork that goes with the watch you want to sell, it’s certainly worth including them as you will get a better price. However, if you do not have the original box and/or official papers, we can still make you an offer. All luxury watches come with a unique serial number hidden on or within the watch itself. We can use this serial number to prove authenticity of your watch directly with the manufacturer.

When will I receive payment for my watch?

Once you have submitted an initial enquiry telling us the make and model of your watch, we will send you an estimate. You can then send us your watch, or drop it off at one of our nationwide stores. After an inspection at our service centre, we will issue you a final offer. Once this has been agreed we will arrange for payment to be sent to you.

Can I part exchange a watch?

Part-exchanging your watch with H&T - Shop Online couldn't be easier. Once you have submitted an initial enquiry telling us the make and model of your watch, we will send you an estimate. You can then send us your watch, or drop it off at one of our nationwide stores. After an inspection at our service centre, we will issue you a final offer. If you're happy with this, we can then take this value off a different watch of your choice and you’ll pay the difference. If the watch you want to buy is cheaper than what we have offered you in part exchange, we will pay you the difference.

I have a question about my existing enquiry, how can I get in touch?

If you would like to ask us a question you can contact us via email at shoponline@handt.co.uk or you can call us on 0800 169 0780.

How do I know the watch is genuine?

We take pride in the authenticity and quality of our pre-owned items. All of our items undergo a strict testing process testing for time keeping, as well as testing for water and pressure resistance to ensure that they meet our standards of quality. All of our pieces are referenced against manufacturer records and are assessed by our fully qualified horologist to ensure that they are authentic. Our items are all supplied with an authentication card to mark the items passing these tests and all come with a 1 year warranty.

How do I know the watch is in the best condition possible?

All of our items undergo a strict testing process testing for time keeping, as well as testing for water and pressure resistance to ensure that they meet our standards of quality.

What happens if my watch develops a fault?

If your item develops a fault within the 30 day return window, you can return the item to us permitting you have the receipt. Once we have the item and have assessed it we will then process the refund and the money will be put back on to the credit/debit card that was used to place the order online.

What's the difference between mechanical and quartz watches?

A mechanical watch is powered by a tightly coiled mainspring. Manual mechanical watches must be hand wound to keep them in power. An automatic watch is also mechanical; however, it is predominantly wound by a rotor weight that turns with the wearer's movements. A quartz watch is battery powered and extremely accurate and the batteries can last up to 5 years.

How long does a quartz battery last?

A quartz battery can last anywhere from 1 to 5 years.

How do I obtain a receipt?

With every purchase made through the H&T - Shop Online website you will receive a receipt via email, this will also be accessible within your account on the Est1897 website.

How do I reset my password?

Go to the 'My Account' page, under the Login box you will see 'Forgotten Password'. Follow this link and the subsequent steps in order to reset the password on your account.

Contact us

If you would like to ask us a question, or simply find out more about our products and services we’re here to help.