HELP AND FAQ
HELP SECTION
UK
Please be aware that your parcel will require a signature in order to be delivered and tracking information will be supplied on the day of dispatch. We aim for next day delivery on all our orders. This is available Mainland UK only subject to confirmation contact from our Dispatch Team.
INTERNATIONAL ORDERS
We can arrange delivery on all international orders. We aim to get your order to you as quickly as possible, but in rare cases, local customs and excise authorities can introduce delivery delays that are out of our control. We will notify you of any delays where possible and a tracking number will be sent to you on the day of dispatch.
COLLECT IN PERSON
Collect your purchase in person at our offices in Epsom, Surrey. Collections can be made by appointment. Please note, photo ID and proof of purchase will be required for collection.
ADDITIONAL INFORMATION
All of our items are fully insured while in transit. In the unlikely event your parcel goes missing or does not arrive on time, please email us at [email protected] at the earliest opportunity.
UK shipping is provided by Royal Mail Special Delivery and international shipping is provided by DHL Express Worldwide. We regret that we are unable to deliver to PO box numbers or freight forwarding companies.
International clients (including EU clients as of 1 January 2021) may be liable to customs and excise duties or taxes when purchasing from us. We are unable to waive these charges and they must be paid in order for you to receive your item. Rates are dependent on the country of residence, so please contact your local customs authority for detailed information. We will not be liable for any delay in delivery of the Goods that is caused by an Event Outside Our Control or your failure to provide us with adequate delivery instructions.
A signature is needed for receipt of the Goods by an adult (aged 18 years or over) at the delivery address (whether yourself or a member of your household). If no-one is available when the carrier attempts delivery, the carrier may leave a calling card for you to re-arrange delivery at a more convenient time. Alternatively, you may need to collect the Goods from your local delivery office provided you can produce adequate proof of identity. Any parcel that has been damaged or tampered with should not be signed for and delivery should be refused.
We will deliver the Goods to the delivery address given in your Order. If you pay by debit or credit card, the Goods must be dispatched to the billing address of the card holder.
On occasion, goods may be collected in person by prearrangement, but only after full funds have been received.
You acknowledge that we will not be liable for losses you incur including travel costs to a prearranged meeting/appointment.
Delivery of the Goods will be completed when we deliver the Goods to the address given in your Order or when the Goods are collected from our offices (by you or your representative).
The Goods will be your responsibility from the completion of delivery
You own the goods once we have received payment in full.
We’re confident that you’ll love your purchase from us, but we understand the importance of peace of mind. For purchases made online/remotely and received via delivery we offer a 7 day returns period from the date of delivery, if they are in an unused condition, entitling you to a full refund or exchange. To make a return, please contact us by email or phone on +44 (0) 2074166743 to register your return. After receiving confirmation from a member of our team, items may be returned via post or brought back to us at the following address:
Tempo & Time Ltd
Carlton House, 19 West St, Epsom, KT18 7RL, UK
All returns must be consulted with Tempo & Time beforehand and include a returns reference which should be included with the item prior to being sent back. Items must be returned in their original “as sold” condition.
As part of our returns procedure, all items have to be inspected by our team to verify and confirm the original “as sold” condition of such item. Any deviation from the original condition, which results in a value decrease of the item (e.g. scratch or missing box), will be deducted from the amount due to the client or the return rejected. We cannot accept the return of items that have been engraved, altered or personalised. Tempo & Time will provide a full refund or exchange should you receive a faulty item or if you are unsatisfied with your purchase. This does not apply to faults or damages caused by neglect, accident or misuse.
Your payment will be refunded, excluding the delivery cost, upon the safe receipt of the items, and following inspection at the earliest possible opportunity and confirmation sent to you via email, but please allow up to 10 working days for funds to show in your account. The liability for any damage incurred during transit will remain with the sender and all items dispatched by us will be quality checked and sent fully insured.
Return postage, packaging and insurance will be your responsibility and you must follow our reasonable instructions. We recommend you use a tracked mail system and retain proof of postage. You must insure the Goods to their full value. You must ensure that you pack the Goods appropriately to prevent damage during transit.
If you are based outside of the UK, you may also have to pay import/export duty or other taxes, fees and charges applied by customs or other authorities for work carried out on your watch, particularly if you do not correctly complete the relevant declarations (if based outside the EU, ordinarily you should mark the watch as a ‘return for repair’). You must comply with all laws and regulations of your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs office for further information.
Purchases /collections made in person will not be eligible for a refund.
If you require any further advice, please contact us directly on +44 (0) 2074166743.
In the event that Goods are returned to you following a refused sale, packaging and insurance will be your responsibility. Tempo & Time Ltd relinquishes all responsibility for the safe delivery of Goods in this instance. You shall send the goods back or hand them over to us without undue delay and in any event no later than 7 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 7 days has expired.
We are under a legal duty to supply you with products that are in conformity with the contract.
You must inspect the Goods as soon as reasonably practicable after delivery and you must inform us promptly if the Goods are faulty or not as described (‘Faulty’) upon delivery or if you discover faults later.
You must return any Goods that are Faulty (including Paperwork, links, user manual, service papers and box as applicable) within 7 days of the date of taking ownership of the goods.
You must take reasonable care of the Goods and you must return any Goods that are Faulty (including Paperwork, links, user manual, service papers and box as applicable) promptly and within 7 days of advising us of the relevant Faulty Good.
On confirmation by us following inspection and/or testing that the Goods were Faulty on delivery and provided you were not made aware of the relevant fault at the time of purchase of the relevant Good, you will be entitled to the following remedies:
- You may ask us to refund your payment less any reasonable deduction for loss of or damage to Paperwork if the relevant Goods (including Paperwork, links user manual service papers and box as applicable) are returned within 10 working days of delivery.
- You may ask us to repair the Goods, though we are under no obligation to repair the Goods where this is impossible or imposes costs on us that are unreasonable, taking into account, amongst other things, the value which the Goods would have if they conformed to the contract of sale and the significance of the lack of conformity, in which case your remedy will be limited to either refund or replacement subject to the terms set out in this.
All refunds shall be paid 14 days of the Goods (including Paperwork, links user manual service papers and box as applicable) being returned to us following your election to receive a refund.
You acknowledge that the Paperwork (where supplied) substantially increases the value of the Goods and that its absence or damage will affect the value of the Goods. If you return the Goods with missing or damaged Paperwork, we will make a reasonable deduction to the sum refunded to you not exceeding 30% of the purchase price.
Return postage, packaging and insurance will be your responsibility and you must follow our reasonable instructions. We recommend you use a tracked mail system and retain proof of postage. You must insure the Goods to their full value. You must ensure that you pack the Goods appropriately to prevent damage during transit.
If your Goods are Faulty on delivery and you are based within the UK, we will refund your reasonably incurred return postage costs provided you comply with our reasonable return instructions and you provide us with a copy receipt.
If your Goods are Faulty on delivery and you are based outside the UK, we will refund your reasonably incurred return postage costs to a maximum of £20 (although this may be reviewed on a case by case basis) provided you comply with our reasonable return instructions and you provide us with a copy receipt.
Given our reliance at times on third parties and a world-wide shortage of watchmakers, you acknowledge that a reasonable time for completion of a repair may extend to several months for Events Outside Our Control, for example where manufacturer involvement is necessary to carry out the repair (including in the sourcing of parts).
We offer a 12 month warranty on all watches sold. The warranty covers mechanical issues only.
FAQ
Do you provide a warranty?
Yes. Each watch comes with a 12-month warranty against any mechanical failure.
Have all your watches been serviced?
All of our watches go through rigorous testing prior to being sold and are fully serviced if required.
Who tests or services your watches?
We use accredited watchmakers, all based in London. They are extremely experienced, having all worked for major watch manufacturers in the past, and each specialises in different areas, for example polishing, complete restoration, or part replacement.
What are your payment options?
Our preferred methods of payment are by bank transfer, or by debit or credit card using CHIP and PIN (subject to a prearranged sales meeting).
Do you require any identification when purchasing?
Yes. We will need to see photo identification with a matching billing address when taking debit or credit card payments.
What currencies do you accept for payment?
We only accept Pound Sterling (GBP).
Do you accept American Express?
Unfortunately, we do not accept American express.
Does the price include delivery?
The advertised price doesn’t always include delivery. We aim to deliver within 1-3 working days after payment has been received.
Is delivery safe?
Yes. We use fully insured shipping either by Royal Mail or specialist courier if sent domestically, or via DHL if shipping internationally.
Where do you ship to?
We ship internationally. Please contact us to ensure we ship to your destination.
Do your prices include VAT?
Yes, VAT is already included in the final price.
Do your goods qualify for a VAT refund?
No, as all our watches are pre-owned.
How can I reserve a watch?
We take a 10% deposit to hold a watch for up to 7 days. If the watch has been viewed in person the deposit is non-refundable, but can be used as store credit at a future date. If the watch is reserved online or over the phone, the deposit is fully refundable for up to 7 days if you choose to cancel the payment.
What is your refund policy?
If a watch has been purchased remotely, be it online or over the phone, we offer a 7 day returns policy in exchange for a full refund provided the watch is still in the same condition as when sold. If the watch has been viewed in person, there is no refund offer. In these cases we would often offer to a buy back at a reduced price.
Do you offer interest free finance?
Yes, please contact us for more information.
Do you offer part exchanges?
Yes, provided your existing watch is a suitable model from a luxury brand and is in working (or at least repairable) condition.
Do you offer watch sourcing?
Yes, depending on your requirements. If we don’t have your desired watch in stock we can often source specific models at competitive prices.
How do I know the watch is authentic?
We only sell 100% authentic products. All of our watches are checked, tested and examined by accredited watchmakers.
Are all watches advertised in stock?
Yes, all of the watches we advertise are available for immediate purchase.
Do you have a shop or showroom?
We predominantly operate online only with sold goods being delivered direct to you. However, upon request, we offer prearranged sales meetings in our office in Epsom, Surrey.
How long does it take for my item to arrive once ordered online?
For UK orders, items will arrive within 2-4 working days. Please allow 5-7 working days for orders within the EU and 7-10 working days for worldwide orders.
Can I get a refund if the goods are not wanted?
We offer a 7-day refund policy on watch accessories, provided the item/s show no signs of use and are returned as they were sold with all packaging intact.
Does the item have a guarantee and what does it cover?
Yes, all accessories are covered by a 12 month warranty against manufacturing faults.
What does my guarantee not cover?
The guarantee will not cover damage resulting from accidents, misuse or wear and tear.
What if my item is lost in the post?
We send all items with a signature requirement upon delivery. If your item doesn’t arrive and we have proof of non-delivery, we will either refund the item or send a replacement.
What if an item is out of stock?
We can deliver direct from the manufacturer if needed (delivery times vary). Certain items may need up to 5 working days to be delivered.
How can I pay for an item?
We accept all major credit and debit cards via the website, excluding American Express. Alternatively, we can send you an invoice (upon email request) that can be paid by bank transfer.
How do I fit my new strap or set up my new item?
All products will come with an operations manual or website link with instructions of how to fit or operate the item.
Can I collect my order in person?
Yes, you can collect your order in person if pre-arranged.
Does the price include VAT?
Yes, all accessories are inclusive of VAT
Where do you ship to and what is the cost?
We will ship anywhere in mainland Europe and some international locations. The cost is dependent on the destination (shipping costs will be shown at point of purchase).
Do you buy watches of all brands?
No. We only purchase watches by established luxury brands such as Rolex, Panerai, Cartier, Audemars Piguet, Hublot, Omega, Tag Heuer, IWC, Breitling, Jaeger-Le Coultre, and Patek Phillipe. We reserve the right to only make offers on watches that we are willing to stock; depending on history, age, condition, and brand.
Do you do commission sales?
Yes. We typically work on a 10-15% commission rate, depending on the brand, model, condition, and age of the watch. Please contact us for further information on commission selling.
Do you buy vintage watches?
Yes, as long as they are manufactured by one of our favoured brands and are in either working or repairable condition.
Do you buy watches without their original box and paperwork?
Yes, however the missing elements will be reflected in the valuation, and the watch will undergo an extra thorough inspection.
Is it safe to post the watch to you?
Yes. We recommend using insured Royal Mail Special Delivery or a courier service. We hold no responsibility over goods in transit to us, but we are available to receive packages seven days a week and will inform you as soon as it has arrived.
Q: What happens if I send you a watch and sale isn’t agreed or it doesn’t pass inspection?
We will send the watch back to you as soon as possible via insured shipping.
Q: Do you buy watches from outside of the UK?
Yes, provided the seller visits us in person. We will accept shipments from some international countries, but this will need to be agreed beforehand.
Q: Is it better to send the watch or deliver it in person?
We always recommend visiting our premises so we can meet face-to-face and discuss the watch and the offer in person. The payment will also be faster once the price is agreed.
Q: How long does it take to receive a quote/offer?
We endeavour to reply to all valuations with an initial offer within 48 hours.
Q: How long does it take to receive payment?
Pending the watch inspection, you will receive payment via bank transfer on the same day if the watch is delivered in person, alternatively it will be within 2-3 business days if it is sent remotely.
Why is it beneficial to consign my watch rather than sell it outright?
Selling your watch to a dealer can often result in underselling and achieving a low price. Equally, selling your watch via private means can be daunting and logistically challenging, not to mention risky. By consigning your watch with us, you will have the best chance of obtaining the highest price for your watch. We use our extensive client database and sales platforms to look for a potential buyer for you. We are proactive in our approach, treat your watch as if it is our own, and work with our clients to ensure they are happy with the money they receive in their pocket.
Do I have to hand over my watch?
Yes, as part of the consignment contract, we will take possession of your watch to market it and facilitate sales appointments/viewings.
Where will my watch be stored?
Your watch will be stored at our high security offsite vault. It will only be accessed for sales appointments. Your watch will be covered under our insurance.
How do we identify the target price for my watch?
Before the consignment contract is signed, we will advise you of the expected sales price for your watch. We will always look to provide you with the best and most realistic return. We use market data, our own sales expertise, market trends and key contacts to value a watch.
Do I have to bring the watch to you in person?
You can either bring the watch to us at our office in person or post the watch to us. Please note we only take responsibility of your watch once it is in our possession. If you are posting your watch, it is your responsibility to ensure it arrives safely. We always advice clients to use a trackable postage/shipping service.
Do I pay for posting the watch to you?
Yes, posting the watch to us is at your cost. We will pay for postage if the watch is returned to you.
Do I pay for the warranty once it has been sold?
No, we take responsibility for the one year warranty provided to the buyer.
Do I pay for postage to the buyer?
No, we pay for postage to the buyer.
Is there an upfront cost?
No, we only take commission at the point of sale. If you decide to take the watch back within three months, you will be charged an admin fee of £150.
How much does the consignment service cost?
We charge 10-15% of the final sales price. It is a minimum £1000 for sales above £10,000. We will always agree a base price for sales, and always strive to attain the highest return for clients.
Do I have to service and polish my watch before I provide it to you?
We always ask for a full and detailed description of your watch before we receive it. We inspect all watches thoroughly and will advise owners if we feel a watch needs work before it is marketed. Any additional work undertaken on the watch is agreed in advance and the cost is the responsibility of the owner. We will take into account the price of work undertaken at the point of sale. If you request the watch back, the cost of any work undertaken is your responsibility.
If you refuse our recommendation for work to be undertaken and the watch is not working within our expected threshold, we maintain the right to refuse to sell the watch.
What document am I provided once I have handed over my watch?
Both Tempo & Time Ltd and the rightful owner of the watch will sign a contract before commencement of the consignment.
What documents do you need from me?
We will require a copy of a photographic ID and proof of address.
What happens if I change my mind and I want my watch back?
If your watch doesn’t sell after three months, you can take your watch back free of charge. You can request your watch back at any point. However, if you request it back within the first three months, we will charge you a one-off admin fee of £150.
How long will it take to pay me once the watch has been sold?
You will receive your money within 14 days after the sale of your watch.
Will you consider purchasing my watch outright if it doesn’t sell?
Yes, we will consider purchasing your watch depending on circumstances and pricing.
Can I consign multiple watches with you?
Yes, you can consign multiple watches with us.
How long will it take to market my watch once I have handed it over to you?
We will endeavour to market your watch within one week of receipt, excluding any work needed.
How long will it take to sell my watch?
We can never guarantee a timescale for selling your watch. However, we always endeavour to sell it as fast as possible for the highest price. We will keep you updated on the progress of your watch once a month or after every viewing, whichever is sooner.
