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 info@tempoandtime.com 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.

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