Returns & Exchanges

Last updated: 15 September 2026

In short

• Return window: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
• Return postage: at your own cost, to our returns centre in the United States — an international, tracked shipment. We don't provide return labels, free returns or exchanges.
• Condition: unworn outdoors, with the protective film intact, in the original box with papers, warranty card and any spare links. Every return is inspected before a refund is issued.
• Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
• Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
• Faulty, damaged or incorrect watches: report within 3 working days of delivery, with photographs, and we'll send you a replacement free of charge. Battery life, timekeeping within tolerance, strap stiffness and personal taste aren't faults (section 7).

1. What you can return, and trying it on

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale items can be returned on the same terms as full-price ones.

You may handle a watch as you would in a shop — try it on, set the time, check the date function and the clasp, and size the bracelet, provided any removed links come back with the watch. Beyond that, it needs to come back in the condition in which you received it:

• Unworn outdoors, with no scratches on the case, glass or clasp, no marks or stretch on the strap or bracelet, and no exposure to water.
• With the protective film intact where it was fitted, and unaltered.
• In the original box, with the papers, warranty card, cushion, tags and any spare links, packed inside an outer shipping box (please don't stick the label directly on the watch box).

Every return is inspected on arrival. If a watch doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined watches can be sent back to you at your cost if you ask within 14 days.

2. How to return

1. Email support@arthurs-watches.com within 30 days of delivery with your order number, the watch you're returning and the reason.
2. We reply within 2 working days. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't post anything before you have it — this address is only shared through this process and differs from our business address; parcels sent elsewhere can't be processed or refunded.
3. Pack the watch as it arrived — box, papers, spare links and protective film — inside an outer shipping box, write your order number on the outside of the parcel and put a note with your order number inside. Only include the items we've approved.
4. Post the parcel within 14 days of receiving our approval, using a tracked and insured service, and email us the tracking number.
5. We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return postage

• Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed. Please keep this in mind before requesting a return.
• This applies to every return — a change of mind, a different model wanted or a watch that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 6) where we ask you to send the watch back.
• Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• A watch is a high-value item: use a tracked and insured service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

• Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase. Your bank or card issuer can take a further 5–10 working days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the watch has been received and inspected.
• The refund covers the price you paid for the returned item(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the item. Return postage isn't refunded, except where we've asked you to return a confirmed faulty watch (section 6).
• If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
• Watches that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
• Refunds aren't issued as store credit unless you ask for it.

5. Cancelling before dispatch

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@arthurs-watches.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the watch elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the watch after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

6. Faulty, damaged or incorrect watches

Please check your watch when it arrives — the time, the date function, the crown and the clasp — before removing the protective film or wearing it outdoors. Every watch is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier and send us:

• your order number;
• clear photographs: a close-up of the problem, the whole watch front and back, the box and papers and — for transit damage — the packaging with the shipping label. For a crown, clasp or movement issue, a short video helps.

A manufacturing fault or error on our side means: a watch that doesn't run or can't be set on arrival, a broken or detached crown, clasp, hand or strap fitting, a scratched or cracked glass or case present on arrival, a missing part, link or accessory listed on the product page, a watch that differs from your order confirmation (wrong model, colour or strap), or damage caused in transit. Small finishing characteristics — such as light tooling marks on the case back or a slightly stiff new strap — aren't faults (section 7).

We assess every claim within 2 working days against these criteria and the list in section 7. When a fault or error is confirmed, we send you a replacement free of charge — the same watch, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact model is no longer available, we'll send the same model in another colour or a comparable watch of equal value, in consultation with you. You don't need to return the faulty watch unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the watch has been worn outdoors, can't be accepted as a fault claim; the watch can then be returned as a standard return under sections 1 to 3, at your cost, provided it meets the conditions in section 1.

7. What isn't a fault

Our watches are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Watches with these characteristics can be returned as a standard return (unworn, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a faulty item:

• Battery life. A battery is a consumable; its life depends on the movement and use, and replacement isn't a fault.
• Timekeeping within tolerance. Mechanical and automatic watches keep time within the range stated by the manufacturer; variation inside that range, and an automatic that stops when unworn for a day or two, is normal.
• Light tooling marks, small polishing lines or slight unevenness on the case, case back, bezel or clasp within normal production tolerance.
• Colour or shade differences on the dial, hands, strap or bracelet caused by screen settings, photo lighting or normal batch variation; minor differences in dial printing, indices or hardware compared with the product photo.
• A stiff new strap or bracelet, or a firm clasp that softens with use; leather straps with natural grain variation.
• Case, dial or lug measurements that differ by up to 1 mm from the product page, and a watch that wears larger or smaller on your wrist than expected.
• Material, weight, lume or finish that feels different from what you expected — the specifications are described on the product page.
• Minor marks or dents on the outer packaging or presentation box when the watch itself is undamaged.
• The watch doesn't suit your wrist or taste (section 8), you no longer need it, you ordered the wrong model, colour or strap, or you found it cheaper elsewhere.
• Damage that occurred after delivery: strap wear, bracelet stretch, plating wear and surface marks from ordinary use, knocks and drops, magnetisation, water ingress beyond the stated rating or with the crown left unscrewed (a 30 m rating means splashes, not swimming), cleaning with unsuitable products, alterations, repairs or accidents.
• Watches with tags, stickers or protective film removed or spare links missing.

If anything is unclear, please read the product description, specifications and size guide before ordering, or ask us — we're happy to help you choose the right watch before you buy.

8. Case size, bracelet sizing and fit

Every product page lists the case diameter, thickness, lug-to-lug measurement, strap width and the bracelet or strap length. Measure your wrist and compare it with the size guide before ordering; if in doubt, ask us. Bracelets are supplied with spare links so they can be sized at home or by a jeweller — keep every removed link, as they must come back with the watch. Because this information is available before purchase, a watch that wears larger or smaller than expected, or a strap that needs an extra hole, isn't a fault: you can return the watch at your cost under sections 1 to 3, with the protective film intact and all links included, and order a different model.

9. Exchanges

We don't process exchanges. To change to a different model, colour or strap, return the original under sections 1 to 3 and place a new order — we can't hold stock while a return is in transit, so this is faster and more certain.

10. What can't be returned

• Watches engraved, personalised or made to your specification.
• Watches worn outdoors, exposed to water, or with the protective film removed, the case or glass scratched, or spare links missing.
• Hygiene-sealed accessories once the seal is broken or the packaging opened.
• Gift cards.

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of worn watches, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@arthurs-watches.com