FAQS

How do I make a purchase?
We have created a simple system for ease of use by the customer, simply find what you want to add, click the add to cart button once you have selected all your items then simply proceed to checkout by clicking the view basket button at the side of the screen. Once you are on the basket page just tick the shipping method you require and then hit the select button, this will then allow you to pick your country which will either include/remove VAT automatically, after hitting the go to checkout button, you can then enter your payment and delivery details as required.

It is that simple and extremely secure we never even see or store your credit card information all transactions are carried out by Sage Pay, we have the most secure payment service payment available, using the latest technology, ensuring you the customer are protected from any possibility of internet fraud. All cards are debited at time of purchase and all goods must be paid for before any orders are processed. It is a very simple, straight forward procedure that is both logical and secure to use.

Are your watches genuine and brand new?
All watches sold by Empire Watches are guaranteed to be 100% genuine brand new in the original box with the serial numbers intact. We check all merchandise for any defects, scratches, or blemishes before it leaves our warehouse. Of course, we want you to feel completely secure ordering from us, so all of this is backed by our money back guarantee.

Why are your prices so low?
This is due to the fact that we buy from our supplier in large quantities and, as an online business we can operate with a low overhead cost, compared to your local high street shop.
 
Are you an authorized dealer?
No. Authorized dealers are not allowed to sell their watches below RRP or sell them on the internet. All our watches still come from authorized dealers and are 100% genuine. We have chosen not to be an authorized dealer so that we can offer such great prices.
 
Can I order over the phone?
Unfortunately for security reasons all orders must be placed via our website at www.empirewatches.co.uk. We apologize that we cannot accept telephone orders over the phone. However, you can always call us or email us and we will try our best to answer any questions you may have.

Do you ship International?
Yes we ship to most EU countries along with USA, Canada and Australia. If your country is not included in this list, then this means we do not currently ship to your country. Orders from Indonesia, Nigeria and Malaysia are not accepted. NO EXCEPTIONS.

Can I pay by Euro or US dollar?
Sorry, even though you can see the prices in all three currencies (British pound, Euro, US dollar) they are for reference purpose only. We will charge your card in British Pounds Sterling at the rate offered to you by your card company at the time of the transaction. We cannot accept international cheques, postal orders or cash from outside of the U.K due to additional fees which our bank will apply for accepting these payment methods. We do accept Paypal and Bank Wire Transfer via prior arrangement.

Why do I need an account?
By creating an account with us next time you buy from us you don’t have to enter your address details. Also you can checkout the progress of your orders on line, check out your order history, print out invoices, return goods online. You can subscribe to email notifications.

Can I collect my watch?
We are a mail order company and as such collections are unfortunately not available. It is too difficult to coordinate product, pick-up times and people to accommodate this.
 
Why haven't you replied to my email?
We aim to answer emails during office hours within 1 hour so please ask any relevant question before buying. As a matter of company policy, every email that has a question in it will be answered. If you get no response, either we didn't get your email, or you did not receive our reply. Many people have junk mail filters today - please check to see if your email software has deleted the response from us.
 
Can I have the goods delivered to another address?
Yes you can have the goods delivered to another address, we can even gift-wrap the item for you. These options are available when you go to basket. Please note under certain circumstances goods will only be sent to cardholders address irrelevant of the request or alternative address that may have been requested at time of order.
 
Do you refund the postage when I return my watch for a refund or exchange?
Delivery charges are non refundable. We do not refund the delivery charge as it is a fee passed onto Royal Mail for the service used to send you the watch in the first place. However Empire Watches will only cover the delivery charge when it is a clear error by Empire Watches.
 
Sizing your watch
If you are ordering a watch with a metal bracelet, you would probably need to have it sized to your fit. To do this, we suggest you take the watch to a local jeweller who can probably size it for you, usually for a small fee. We also sell watch removing tools which you can do yourself.
 
Battery Replacement
Batteries can be replaced by any reputable jeweller, or by being sent back directly to the manufacturer. Most watch batteries have a life span of 2-3 years (taking shelf time into consideration). Watches with lithium batteries can last any where from 3-5 years, depending on the frequency of use of any backlight.
 
Can I wear my watch in the bath/shower/sauna etc?
No - hot water can have a damaging effect on the seals used in your watch that provide its' water resistance. We do not recommend swimming wearing a watch if its water resistance is rated below 100 metres. Water resistance should never be confused with "water proof". Even when washing up in hot water can cause damage to the seal on certain watches which will result in the watch steaming up.

Why have the Crystals/Diamontes fallen off my watch?
Watches with Diamonds & Crystals on the bracelet or case of the watch are made to be worn occasionally, hence wearing them regularly or exposing them to warm water can have a damanging affect. Also impacts such as hitting surfaces can lossen the stones therefore causing crystals to either become loose or fall off. For these reasons when purchasing watches of these nature warranty strictly applies to mechanical fault and not cosmetic damage.

Are my details safe?
Yes your details are safe, we take security very seriously and we do not personally retain your credit card details let alone get to see your card number as this is held by our very secure payment provider. Your browser will go into secure mode as soon as you click to go into the 'checkout' or to 'login' - so before you enter any personal or payment details. You can check that you are shopping in a secure environment by looking for either a locked padlock icon, or a key icon in the grey bar at the very bottom of your browser screen. We recommend that you always close down your Internet browser when you have finished online, especially if you use a shared PC. This will delete temporary Internet cookies from any sites that you may have visited.