Frequently Asked Questions
Everything You Need to Know
We've answered some of the most common questions about ordering from Fashion Watch Studio, including delivery, returns, warranties, payments and product information. If you can't find the answer you're looking for, our customer support team will be happy to help.
Ordering
How do I place an order?
Ordering from Fashion Watch Studio is simple and secure.
Browse our collection, select your preferred watch, add it to your basket and proceed through our secure online checkout. Once your payment has been authorised, you'll receive an order confirmation by email.
If you don't receive your confirmation within a few minutes, please check your junk or spam folder before contacting us.
Do I need to create an account to place an order?
No.
You do not need to create an account to shop with Fashion Watch Studio. Simply add your chosen watch to your basket, complete our secure checkout and we'll take care of the rest.
Once your order has been placed, you'll receive confirmation by email along with any relevant dispatch and tracking updates.
Removing the need to create an account helps make the checkout process as quick and straightforward as possible.
Can I change my order after I've placed it?
If your order hasn't yet been processed or dispatched, we'll do our best to help.
Please contact us as soon as possible after placing your order. Because we aim to dispatch orders quickly, we cannot guarantee that changes can be made once an order has entered the fulfilment process.
Can I cancel my order?
Yes, provided your order has not already been dispatched.
If your order has already left our warehouse, you'll still be able to return it under our Returns and Exchanges Policy once it has been delivered.
Please contact our customer support team as soon as possible if you wish to cancel an order.
Will I receive confirmation of my order?
Yes.
You'll receive:
- An order confirmation email shortly after placing your order.
- A dispatch confirmation once your watch has been shipped.
- Tracking information (where applicable) so you can follow your delivery.
If you don't receive these emails, please check your spam folder or contact us.
Can I order by telephone?
At present, orders are placed securely through our website.
This ensures payment security, accurate order information and immediate confirmation of your purchase.
If you require assistance before placing your order, our customer support team will be happy to help.
Delivery
Is delivery free?
Yes.
We offer FREE UK standard delivery on all eligible UK orders.
Our standard delivery service is typically provided using Royal Mail Tracked 48, offering a reliable and fully tracked service at no additional cost.
For customers who need their order sooner, we also offer upgraded delivery options at checkout, including:
- Royal Mail Tracked 24 - A faster tracked delivery service.
- Royal Mail Special Delivery Guaranteed by 1pm - Our fastest delivery option for eligible orders, subject to Royal Mail's terms and cut-off times.
Please note that delivery times to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other remote locations may occasionally take longer than deliveries to mainland UK.
All available delivery options and any applicable charges will be clearly displayed during checkout before you complete your purchase.
For full details, please see our Delivery Policy page.
How long does delivery take?
Our standard delivery time is typically 2-3 working days, although this may vary depending on stock availability and your delivery location.
You'll receive a dispatch confirmation once your order has been shipped.
During busy periods, including Christmas, Bank Holidays and promotional events, delivery times may occasionally be extended.
Which courier do you use?
We typically dispatch orders using Royal Mail Tracked services to provide a reliable and secure delivery experience.
Once your order has been dispatched, we'll send you a confirmation email containing your tracking information (where available), allowing you to follow your parcel's journey.
In exceptional circumstances, we may use an alternative trusted courier where necessary to ensure your order is delivered as efficiently and securely as possible.
Can I track my order?
Yes.
Once your order has been dispatched, we'll send you tracking information by email where applicable.
This allows you to follow your parcel from dispatch through to delivery.
Do you deliver internationally?
At present, we only deliver to addresses within the United Kingdom.
Our current focus is on providing a reliable, efficient and high-quality delivery service to customers across the UK.
We do, however, intend to offer international shipping in the future as we continue to grow. Any expansion of our delivery network will be announced on our website, along with details of the countries we serve, delivery times and applicable shipping charges.
Please refer to our Delivery Policy for the latest information on the destinations we currently deliver to.
What happens if my parcel is delayed?
Most deliveries arrive within the expected delivery window.
Occasionally, factors outside our control, such as severe weather, courier network delays or high seasonal demand may result in longer delivery times.
If your tracking information has not updated for several days or your parcel appears significantly delayed, please contact us and we'll investigate with the courier on your behalf.
What should I do if my parcel arrives damaged?
If your parcel appears to have been damaged during transit, please:
- Take photographs of the packaging before opening it.
- Inspect the contents carefully.
- Contact us as soon as possible with photographs and your order number.
We'll investigate the issue promptly and work with you to find an appropriate resolution.
Do I need to sign for delivery?
Some higher value orders may require a signature on delivery for additional security.
This helps ensure that your watch reaches you safely.
If a signature is required and no one is available to receive the parcel, the courier will normally leave instructions explaining how to rearrange delivery or collect your parcel.
Can I deliver my order to a different address?
Yes.
During checkout, you can choose a delivery address that is different from your billing address, subject to our payment security checks.
For security reasons, we may occasionally carry out additional verification before dispatching higher-value orders.
What happens if I enter the wrong delivery address?
Please contact us immediately if you notice an error. If your order has not yet been dispatched, we'll do our best to update the delivery address.
Unfortunately, once an order has been shipped, we may not be able to amend the address.
Will my watch be securely packaged?
Absolutely.
Every order is carefully packaged to help protect your watch during transit.
Our aim is to ensure your purchase arrives in excellent condition and ready to enjoy or give as a gift.
Returns & Refunds
What is your returns policy?
We want you to shop with complete confidence.
If you change your mind about your purchase, you can return most items within 30 days of receiving your order, provided they are returned in accordance with our Returns Policy.
Returned items should be in their original condition, unworn, with all original packaging, labels and any included documentation wherever reasonably possible.
For full details, please see our Returns and Exchanges Policy.
How do I return an item?
If you'd like to return an item, please contact our customer support team via email at support@fashionwatchstudio.com and we'll guide you through the returns process.
To help us process your return as quickly as possible, please include your order number and reason for returning the item when you get in touch.
Once your return has been authorised, we'll provide instructions on how and where to send your item.
Do I have to pay for return postage?
Unless your item is faulty, damaged, incorrect or being returned under your statutory consumer rights, customers are generally responsible for the cost of returning unwanted items.
We recommend using a tracked delivery service, as you remain responsible for the item until it reaches us safely.
If we've made a mistake with your order or your item develops a qualifying fault, we'll explain the appropriate return arrangements when you contact us.
How long does it take to receive my refund?
Once we've received your returned item, please allow up to 3 working days for us to inspect and process your return, in line with the timeframes set out in our Refunds & Exchanges Policy.
Once your return has been approved, we will process your refund promptly back to your original payment method.
Most refunds appear in your account within 2-5 working days, although some banks and card providers may take up to 10 working days to complete the transaction.
In most cases, refunds are received sooner, but this allows for worst-case processing times. Please allow additional time for your bank or card provider to process the transaction, as this can vary between financial institutions.
Can I exchange my watch?
We do not currently offer a direct exchange service.
If you'd prefer a different watch, the quickest option is usually to return your original purchase (subject to our Returns & Exchanges Policy) and place a new order through our website.
What if my watch arrives damaged or faulty?
Can I return a watch if I've worn it?
If you've simply changed your mind, the watch should be returned in its original, unworn condition.
Trying on a watch in the same way you would in a retail store is generally acceptable, but watches showing signs of wear, damage, resizing or misuse may not qualify for a full refund unless they are faulty.
Please see our Returns & Exchanges Policy for full details.
Warranty
Do your watches come with a warranty?
Yes.
Eligible watches purchased from Fashion Watch Studio are covered by our 2 Year Fashion Watch Studio Warranty, giving you additional peace of mind after your purchase.
Our warranty complements your statutory consumer rights and provides cover for qualifying manufacturing defects that arise during normal use.
Full terms, conditions and exclusions can be found in our Warranty Policy.
What does the warranty cover?
Our warranty is intended to cover manufacturing defects in materials or workmanship that occur during normal use of the watch.
Examples may include faults affecting the movement or other manufacturing related defects that are not caused by accidental damage, misuse or normal wear and tear.
Each warranty claim is assessed individually.
What is not covered by the warranty?
Our warranty is designed to cover manufacturing defects and is not intended to cover damage resulting from everyday use, accidents or misuse.
Examples of what is not normally covered include:
- Accidental or impact damage.
- Cracked, chipped or broken glass.
- Scratches, dents or cosmetic damage.
- Damage caused by misuse, neglect or improper storage.
- Water damage resulting from use beyond the watch's stated water resistance or from accidental damage or deteriorated seals.
- Damage resulting from unauthorised servicing, repairs or modifications.
- Normal wear and tear, including wear to straps, bracelets, clasps and buckles.
- Battery depletion through normal use.
- Damage to decorative stones, crystals or embellishments caused by accidental damage or impact.
This is a summary only. For a full explanation of warranty cover, exclusions and conditions, please refer to our Warranty Policy.
How do I make a warranty claim?
Simply contact our customer support team at support@fashionwatchstudio.com with your order number and details of the issue.
Where possible, please include photographs or a short description of the fault to help us assess your claim.
If inspection of the watch is required, we'll explain the next steps and provide return instructions.
What happens if my watch develops a fault after the warranty has expired?
Even after your warranty has expired, we'll always try to help where possible.
Depending on the nature of the issue, we may be able to recommend a suitable repair solution or advise on the most appropriate next steps.
Does the warranty affect my legal rights?
No.
Our warranty is provided in addition to your statutory consumer rights under applicable UK consumer protection legislation.
Nothing in our warranty limits or replaces those legal rights.
For full information about warranty cover, exclusions and how to make a claim, please see our Warranty Policy.
Product Information
Are your watches genuine?
Yes.
Every watch sold by Fashion Watch Studio is a genuine product sourced through trusted and legitimate supply channels.
We are committed to offering authentic watches from the brands we stock, so you can shop with complete confidence.
Are your watches brand new?
Yes.
Unless clearly stated otherwise, every watch sold by Fashion Watch Studio is supplied brand new and unused.
Each watch is carefully inspected before dispatch to help ensure it arrives in excellent condition.
Will my watch arrive in its original presentation box?
In most cases, yes.
Our watches are typically supplied in the manufacturer's original presentation box, together with any documentation that is included by the manufacturer at the time of sale.
Packaging may occasionally vary between brands or product ranges, but any significant differences will be made clear on the relevant product page.
Do watches come with instruction manuals?
Most watches include the instruction manual or documentation supplied by the manufacturer.
Some brands now provide digital user manuals via QR code or through their official websites as part of their sustainability initiatives.
Where this is the case, details will normally be included within the product packaging.
Will I need to set the time and date?
Yes.
Most watches are supplied ready to wear but may require the time, date or other functions to be set before first use.
Any protective films fitted during manufacture should also be removed before wearing your watch.
Please refer to the manufacturer's instruction manual for guidance on setting your specific model.
Are batteries included?
Quartz watches are normally supplied with the manufacturer's original battery already fitted.
As batteries are consumable items, their lifespan will naturally vary depending on the watch model and how long the battery has been installed prior to purchase.
If you believe the original battery has failed unusually soon after receiving your watch, please contact our customer support team and we'll be happy to review the circumstances.
Can bracelet watches be adjusted?
Yes.
Many metal bracelet watches can be resized by removing or adding links to achieve a more comfortable fit. However, please note that not all watches are supplied with extra links, so in some cases the bracelet may only be adjustable by removing existing links.
Some customers choose to adjust the bracelet themselves using the appropriate tools, while others prefer to have it professionally resized by a local jeweller or watch specialist. For ceramic watches in particular, we would recommend using a jeweller, as ceramic components are more fragile and any damage caused during adjustment would not be covered under our warranty.
Please note that any damage caused during bracelet adjustment would not be covered under our warranty.
Can you resize my watch before dispatch?
We do not currently offer a bracelet resizing service before dispatch.
If you require your bracelet to be adjusted, we recommend visiting a reputable jeweller or watch repair specialist after receiving your watch.
How do I know if a watch will fit my wrist?
Most watches are designed to fit an average adult wrist. Metal bracelet watches can usually be adjusted by removing links (although not all models are supplied with additional links), while leather, rubber and silicone straps typically offer multiple adjustment holes for a comfortable fit.
Where available, product pages include information such as the case diameter, case thickness, lug width and bracelet or strap material to help you choose the right watch. If you're unsure whether a particular model will be suitable, please contact support@fashionwatchstudio.com and we'll be happy to assist.
Why do some watches look slightly different from the product photographs?
While we make every effort to ensure our product images accurately represent each watch, colours and finishes may appear slightly different depending on your screen settings, lighting conditions and the manufacturer's own photography.
Product specifications may also occasionally change during a manufacturer's production cycle without notice.
If there is a significant specification change, we will update the product information as soon as reasonably possible.
Water Resistance
Can I swim with my watch?
Whether your watch is suitable for swimming depends on its stated water resistance rating.
Different water resistance ratings are designed for different activities, and not every water-resistant watch is suitable for swimming, snorkelling or diving.
Before exposing your watch to water, we strongly recommend reading our Water Resistance Guide, which explains what each water resistance rating means and the activities it is generally suitable for.
Does 30 metres water resistance mean I can dive to 30 metres?
No.
This is one of the most common misconceptions about watches.
A water resistance rating refers to laboratory testing under controlled conditions and does not represent the depth at which a watch can safely be used underwater.
For example, a watch rated to 30 metres (3 ATM) is generally intended for everyday splashes or rain but is not normally suitable for swimming, showering or diving.
For a full explanation of water resistance ratings and practical guidance on choosing the right watch for your lifestyle, please see our Water Resistance Guide.
Can water resistance decrease over time?
Yes.
Water resistance is not a permanent characteristic. Seals and gaskets naturally deteriorate through age, everyday wear, temperature changes and exposure to chemicals such as soaps or perfumes.
To help maintain your watch's water resistance, we recommend following the manufacturer's care instructions and avoiding operating the crown or pushers while the watch is wet.
For detailed guidance on maintaining your watch and understanding how water resistance changes over time, please refer to our Water Resistance Guide.
Can I wear my watch in the shower?
We generally do not recommend wearing any watch in the shower, even if it has a water resistance rating suitable for swimming.
Hot water, steam, soaps and shampoos can affect the seals that help protect your watch against water ingress over time.
For more information on showering, swimming, diving and other water-related activities, please read our Water Resistance Guide.
Is my watch waterproof?
No watch should generally be considered completely waterproof.
Most watches are described as water resistant, meaning they are designed to withstand water exposure up to certain tested limits under controlled conditions.
The level of protection varies between models and depends on the watch's stated water resistance rating.
To understand what your watch is designed to withstand, including everyday use, swimming and water sports, please refer to our Water Resistance Guide.
Payments
What payment methods do you accept?
We accept a range of secure payment methods to make purchasing from Fashion Watch Studio as convenient as possible.
We currently accept:
- Visa
- Mastercard
- American Express
- Debit Cards
All available payment methods will be displayed during checkout.
Payments are processed securely using encrypted technology to help protect your personal and financial information, allowing you to shop with confidence.
Can I pay in instalments?
At present, Fashion Watch Studio does not offer payment plans or instalment options.All orders must be paid in full at the time of purchase through our secure online checkout.We accept a range of secure payment methods, which will be displayed during checkout based on availability. Payment is processed securely by trusted payment providers, and we do not store your complete payment card details.
Is it safe to buy from Fashion Watch Studio?
Yes.
Your security is extremely important to us.
Our website uses industry-standard encryption technology to help protect your personal information throughout the checkout process
.Payments are processed securely by trusted payment providers, and we never store your full payment card details on our website.
You can shop with confidence knowing your information is handled securely and in accordance with our Privacy Policy.
When will I be charged for my order?
Payment is normally taken at the time you place your order through our secure checkout.
Once your payment has been successfully authorised, you'll receive an order confirmation by email and we'll begin preparing your order for dispatch.
If, for any reason, we are unable to fulfil your order, we'll contact you as soon as possible and arrange an appropriate refund where applicable.
Price Promise
Do you offer a Price Promise?
Yes.
We're committed to offering competitive prices and excellent value across our range of watches.
If you find the same watch advertised for less by an eligible UK retailer, you may qualify under our Price Promise, subject to our terms and conditions.
For full details, eligibility requirements and how to make a request, please see our Price Promise Guarantee page.
How do I request a Price Match?
If you believe you've found the same watch at a lower advertised price from an eligible UK retailer, please contact our customer support team before placing your order by emailing support@fashionwatchstudio.com.
To help us assess your request as quickly as possible, please include:
- A link to the competitor's product page.
- The advertised price.
- The watch model or SKU reference.
- Any other relevant information that may assist with your request.
We'll review your request promptly in accordance with our Price Promise Guarantee and let you know the outcome as soon as possible.
General
Will I have to pay any hidden fees?
No.
The price displayed at checkout is the price you'll pay for your order, including any applicable UK taxes and standard delivery charges where included.
If you choose an optional premium delivery service during checkout, any additional charges will be clearly displayed before you complete your purchase.
There are no hidden administration or processing fees added after you've placed your order.
Do you sell replacement straps or accessories?
We do not currently sell replacement straps, bracelets or watch accessories.
As we continue to expand our product range, we may introduce accessories in the future. Any new products will be announced on our website.
Can you source a watch that isn't listed on your website?
We do not currently offer a watch sourcing service for products that are not listed on our website.
However, we're continually expanding our catalogue and regularly add new brands and models.
If there's a particular watch you're interested in, we'd be pleased to hear from you and will take your request into consideration as we grow our range.
How do I contact customer support?
Our customer support team is here to help with any questions you may have before or after placing an order.
You can contact us by:
Email: support@fashionwatchstudio.com
Contact Form: Visit our Contact page to send us an enquiry online.
Phone: 0203 456 5368
Whether you have a question about a product, delivery, returns, your warranty or an existing order, we'll do our best to assist you as quickly as possible.
What are your customer support hours?
Our customer support team is available during normal UK business hours.
We aim to respond to all customer enquiries as quickly as possible, with most emails answered within one working day.
During weekends, Bank Holidays and particularly busy periods, response times may occasionally be slightly longer.
Why should I buy from Fashion Watch Studio?
At Fashion Watch Studio, we're passionate about helping customers find the perfect watch with confidence.
When you shop with us, you'll benefit from:
- Genuine watches sourced through trusted European supply partners.
- Free UK standard delivery.
- A 30-day returns policy.
- A 2 Year Fashion Watch Studio Warranty.
- Secure checkout with trusted payment providers.
- Visa, Mastercard, debit and credit card payment options.
- Competitive pricing backed by our Price Promise.
- Dedicated UK customer support before and after your purchase.
Whether you're buying your first watch, celebrating a special occasion or adding to an existing collection, we're committed to providing an enjoyable shopping experience from the moment you place your order through to long after your watch arrives.
