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Rolex London
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Frequently Asked Questions
Do you provide a warranty?
Yes, each watch comes with a 12-month warranty against any mechanical failure, in addition to any manufacturer’s warranty that remains valid.
Have all your watches been serviced?
All of our watches go through a rigorous testing and are fully serviced if required.
Who tests or services your watches?
We use a number of different watchmakers, all based in London. They are extremely experienced, having all worked for major watch manufacturers in the past, and each are specialists in different areas ie. polishing, complete restoration or part replacement.
What are your payment options?
Our preferred methods of payments are by bank transfer, or by debit or credit card using Chip and PIN. You can also pay online by debit or credit card, but this may incur an additional fee.
Do you require any identification when purchasing?
Yes, we will need to see photo identification with matching billing address when taking debit or credit card payments.
What currencies do you accept for payment?
We only accept Pounds Sterling (GBP)
Do you accept American Express?
Yes, but this will incur an additional charge.
Does the price include delivery?
Yes, 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 if sent domestically, or via FedEx if shipping to Europe.
Where do you ship to?
At present, we only sell to and deliver within the United Kingdom and European Union.
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 of our watches are pre-owned.
How can I reserve a watch?
We take a 10% deposit to hold a watch for up to 14 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 14-day returns policy in exchange of 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 a buy back at a reduced percentage.
Do you do interest free finance?
Not at present, but we intend to introduce more finance options soon.
Do you do 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.
What are your opening hours?
We operate on an appointment only basis, Mondays to Fridays between 10:00 and 17:30. We also often accommodate weekend appointments when possible. Please contact us at least 24 hours in advance to book an appointment.
Frequently Asked Questions
Can I get a refund if the goods are not wanted?
We offer a 14-day refund policy as long as the items 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.
How long does it take for my item to arrive once ordered online?
The item will be shipped within the UK for next working day delivery if the order is placed before 4pm, otherwise please allow two working days for the item to arrive.
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, including 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?
We have an office base in London (appointment required) where you can purchase by credit and debit card, or simply collect and fit your item at no extra charge.
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 the cost is dependant on the destination (shipping costs will be shown at point of purchase). UK shipping is free.
