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We constantly update our FAQ section here on Masters In Time. On this page you find questions and answers in relation to the watches we sell. When your question and answer is not in this list, please send it to us through our Feedback Form, so we can answer your question and update our FAQ section.
Our logistics department works very fast, but when your order has not been shipped yet, we will do anything within our possibilities to cancel your order. Please contact our Customer Service department and they will gladly assist you.
There can be many reasons why you can’t make a payment with your credit card on our web site. Please contact your bank as they should be able to provide you with all the details on the rejected transaction and help you to succeed in making a successful transaction.
HWG works with automated fraud detection software. Your order has probably been flagged by this software as potential fraud. When you are using your own credit card, please contact our Customer Service department and they will gladly assist you.
No problem at all. We don’t print invoices for the sake of the environment. Please feel free to download your invoice on the order service page.
Refunds will always be paid back to the original method of payment. This means that when you have paid with a credit card, we will refund to this same credit card. You can find more information on returns & exchanges.
Absolutely! Our provider is one of the leading payment service providers that offers a 100% secure payment environment. Our service meets the strict security Visa and MasterCard security requirements in accordance with the Payment Card Industry Data Security Standard (PCI DSS) and the PCI Point-to-Point Encryption (P2PE) standard for secure POS and mPOS solutions. Both PCI certificates are evidence of Computop's technical and organisational security.
In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this:
Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens and the threshhold for charging differs per country. More information regarding import taxes can be found here.
Yes, you can. Please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zipcode/postal code. The site will then show you which courier has been used and the tracking status of your parcel.
Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to 3 weeks. During the period your parcel is at the customs department, there are no tracking updates available. Unfortunately we cannot control or speed up this process.
Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu to see the whereabouts of your parcel.
If you have chosen the Standard Parcel option, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking number are not linked, and with this the tracking gets lost. This does not mean your parcel will not get delivered, it just means that tracking is limited.
If you would like to claim the warranty on your watch, please contact our Customer Service department. Please include the valid, stamped warranty card and/or purchase invoice with your warrant claim. Warranty can be claimed at most brand authorized jewellers & sales points. Some brands will demand you go to the original sales point with your warranty claim. Read the warranty card/booklet for further information.
If you wish to claim the extended HWG warranty, we accept the stamped warranty card, or the HWG invoice as proof of warranty.
Unfortunately the watch crystal is not covered by the factory warranty. Breakage through strikes, impact, falling, etc. is never covered by the warranty. If you are of the opinion the breakage is due to a manufacturing error, please contact our Customer Service department to discuss your options.
Unfortunately straps are not covered by the factory warranty. However, we feel as our customer you are entitled to a properly functioning product If you think the product you received is faulty due to a manufacturing error, please contact our customer service and provide us with clear pictures of the problem. Using clear photos we can assertain the problem, and find a suitable solution for you.
Mechanical watches may show a deviation in timekeeping. The limit for this deviation is +6 minutes and -4 minutes per 24 hours. As this differs by brand, you can always find this allowed deviation in the manual provided. Does your watch clearly show a greater deviation? In that case, please contact an authorized dealer of your brand with your valid warranty.
Most of the time when a quartz watch stops running, it is caused by an empty battery. Please feel free to have the battery exchanged by a good trusted jeweller or official dealer of the brand. If the watch still doesn’t work after the battery change, the watch has to be offered at an official dealer for warranty.
No, when you return a watch for repair or a warranty claim, we only want to receive the watch and a valid warranty card and/or purchase invoice.
Straps are not covered by warranty from the factory. However as a customer you have the right to a good product. If you find the product you have received had a factory error, please provide us pictures of the product, so we can ascertain the factory error and we can offer you a good solution.
We are more than willing to help you to find a strap for your watch.
Please provide us with:
1. Picture of the front of the watch
2. Picture of the back of the watch
3. What type of strap do you want? Original, Original Brand or a generic strap?
We are really sorry to hear this. Please return the strap and indicate if you would like a refund or help finding the correct strap.
If you would like our assistance, please mail us:
1. Picture of the front of your watch
2. Picture of the back of your watch
3. What type of strap are you looking for? Original, Original Brand or a generic strap?
With this information we hope to be able to resolve this issue.
Some series of Skagen watches have been produced with two different types of fitting. Either the straps is fitted with two pushpins or with two tiny screws. Before ordering, make sure you have selected the right type of fitting.
Swatch watches are really hard to find a strap for as the watches do not have a code on the back to identify the watch with. Please send us:
1. Picture of the front of your Swatch
2. Picture of the back of your Swatch
3. What type of strap are you looking for? Plastic, Silicone, Leather or Steel?
Based on this information we will offer you straps that will fit your watch so you can choose the strap you like.
Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.
If you don’t like the product you have purchased and you would like to return it for a refund or an exchange you need to return the complete product you have received, including the box, labels and all paperwork (if reasonably possible). If you received a free extra product with your purchase, also return this product. Please include the completed returns form in your shipment or a note stating whether you would like a refund or to exchange the product (and for which product). More information and the terms and conditions for returns and exchanges can be found here.
Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.
By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.
By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.