Customer Service


The processing time on your order will depend on the goods ordered. If the items are in stock you will be contacted on within 1 working day of your order to organise a convenient date for delivery. In other cases where an item is being sourced to order (this is the case with many unused watches) the listing will show an approximate lead time. If you require the item for a set date and would like us to check availability before your order please contact us on 01702 395 100 or More…


Use of the Web Site is also governed by our Privacy Policy which is incorporated into these terms and conditions by this reference. To view the Privacy Policy, please click on the link above.


If goods have been altered to customers specifications as the result of an order then we may make a charge before any refund or exchange can be offered. Any watches ordered ‘new’ will fall into this category for the reasons outlined above. However if your the item delivered if faulty or not the same as specified in the order you will be entitled to a refund in full.


We require a 20% deposit to order a watch that is not held in stock or secure a watch that is in stock. Providing goods are fit for purpose deposits are not refundable but may be transferred to another item at our discretion. Our policy is in place to guard us against potential losses as a result of cancelled orders. The Watch Agency is not an agent or affiliated with any watch manufacturer. We work as an agent only for our customers, to make them savings and/or obtain for them watches more quickly than dealing directly with the manufacturers agents. Watches that we describe as “new” are unused with seals intact along with the manufacturers box and paperwork. New watches are sourced from the manufacturers authorised agents according to customers specification. The agent will stamp and date the paperwork when it leaves their care and the manufacturers warranty will commence. Cancelling the order would mean the intended recipient’s details would be on the paperwork and would require us to sell the watch as pre-owned. We urge customers to contact us if they have any queries to ensure the correct item is ordered.


We accept payments by credit/debit cards and bank transfers also cash callers are welcome. (Please note there is a 0.75% credit card charge)

In the event that we are unable to supply the ordered goods, we will inform you of this as soon as possible and a full refund will be given where you have already paid for the goods.