Help Centre

General Questions

What is The Watch Factory?

Are your watches real?

Will my watch come in a box?

Payment

Which payment methods does The Watch Factory accept?

It it secure to shop on your website?

How does AfterPay work?

What should I do if my card was declined?

Shipping & Delivery (Australia)

How much does shipping cost?

How long will shipping take?

How can I track my order?

How is my order shipped?

What happens if I am not at home to accept the delivery?

How can I change the delivery address once I've placed my order?

Where is my tracking number?

Shipping & Delivery (New Zealand)

How much will shipping cost?

How long will shipping take?

Will I need to pay GST, customs duties & charges?

How can I track my order?

How is my order shipped?

Damaged Items

What should I do if I receive a damaged or faulty item?

Returns & Refunds

Can I return an item that I don't like?

Can I exchange an item for something else?

How will I get refunded?

How long will it take to get refunded?

How much I will be refunded if I bought multiple items with a voucher?

Warranty

What warranty does my watch come with?

How long is the warranty on my watch?

What is covered under warranty?

What is not covered under warranty?

How can I claim my warranty?

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