Customer Services

We aim to ensure that our customers are completely satisfied with their purchase and we measure their satisfaction using independent tools to get feedback and ratings on the service we provide to you. Here is a brief guide of the service we provide but if you have any queries then please contact [email protected] or call us on 01782 574145.

INSTRUCTION AND SIZE GUIDE

As an online business and in order to keep pricing as competitive as possible we do not include printed instructions in the packaging. You can download the instruction and size guides by clicking on the link below.

Instruction Guide

Size Guide

Cancellation Policy

You can cancel your order at any time up to the time we confirm dispatch. If you wish to cancel your order at any point within this period, simply contact our Customer Services Team. Once the timepiece has been dispatched you are covered by the terms of the 14 day customer satisfaction period – see below.

SATISFACTION PERIOD

We offer a 14 day satisfaction period on each of our timepieces so you know you’re covered and can purchase with confidence.

Your 14 day customer satisfaction period allows you to return your timepiece within 14 days from the date of your confirmation notice email. The value of your timepiece, including any delivery charge, will be refunded.

GUARANTEE

Your timepiece is covered by a 2 year no quibble guarantee which covers it against defects in material and workmanship for 2 years from the date of your confirmation notice. During this period we guarantee to exchange or repair, at our discretion, any defective components free of charge.

We understand that some of our watches which have bracelets may need to be adjusted in order to get a good fit. We would always recommend that a watch is worn fitted rather than loose in order to provide the best protection for it. You can get the bracelet adjusted by a jeweller and we will cover any risk of damage in that adjustment.  Some jewellers will adjust a watch for free or a small charitable donation or a small charge, typically around £5.

There are a few eventualities however that aren’t covered by guarantee:

  • Batteries are empty or low
  • Any damage caused by accident, mis-use or lack of care.
  • Leather Straps as they will wear in normal use
  • Any timepiece handled by non-authorised persons or which undergo alterations or modifications beyond  the original condition beyond our control (other than bracelet adjustment).

For any service or repairs under guarantee please contact our Customer Services Team.

DELIVERY

We promise to dispatch all orders no later than the following business day after confirmation notice of your order.

For UK orders, we aim to deliver your timepiece such that you should receive it within 1-3 working days from the confirmation notice. To keep the price of our timepieces competitive we charge £4.95 for delivery within the UK including Northern Ireland.

DPD Delivery

All UK orders are fulfilled by Deeset Retail Solutions and are dispatched using our trusted courier service provider, DPD. Upon confirmation notice of dispatch all orders are given a tracking number that is sent to you within your dispatch e-mail.
You can track your order via the DPD service and they will keep you informed by email and/or text on the progress of your delivery.

If you are outside of the UK and wish to purchase an ETIQUS timepiece please select your country at checkout from the drop down list. For EU orders we charge 9.95 Euros for tracked delivery and for other countries outside of the EU including the USA we charge $14.95. If you need any assistance please contact our Customer Services team. Deliveries outside of the UK are delivered using the Royal Mail Track and Signed For service who aim to deliver your item within 10 days of your confirmation notice. We will handle your request on a country by country basis but in any event ETIQUS Ltd will not be responsible for any charges for import duties, taxes and customs clearance.

RETURNS

If you need to return your ETIQUS timepiece please contact our Customer Service Team either by phone or  e-mail as per the details below. When returning your timepiece you will need to include either a copy of your confirmation notice of purchase e-mail or invoice.

Please return your timepiece in its original packaging to the address below. We recommend you use a recorded delivery service when you return items to us to cover you for loss or damage in the post. Any timepieces returned for exchange will be either charged or refunded for any difference in price between the items exchanged.

We will refund the postage to return any timepiece.

SERVICE AFTER TWO YEARS

We value your relationship and we are pleased to offer service and repairs beyond the 2 year guarantee on a quote by quote basis. Simply contact our Customer Services Team and they will take you through the process. All quotes for services given are at cost to the customer which will include postage.

CONTACT US

Our opening hours are:-
Monday - Friday 7am - 6pm

Tel: 01782 574145

E-mail: [email protected]

Address:
ETIQUS Ltd,
The Distribution Centre,
Victoria Road,
Stoke-on-Trent,
Staffordshire,
ST4 2HX