Help Centre

The Watch Factory is Australia’s premier online watch destination for fashion watches. We proudly offer our customers global brands at competitive prices. Our dedicated team is focused on delivering exceptional service and great value to our customers. 

We are an authorised retailer of all the brands that we sell. All of our products are 100% genuine and are sourced only from the authorised Australian distributors. The Watch Factory brings popular international brands to Australia at fantastically low prices.

All of the watches we sell are 100% real and genuine. We source our brands directly from the manufacturer or the Authorised Distributor of the brand in Australia. We are able to offer affordable prices through our online-only business model.

All of our watches come in a genuine branded watch box, with all original packaging, instructions manuals and international warranty information (if printed physical booklets are available for your model). Your watch will come with the same box that you would receive if purchasing from any retail store.

The Watch Factory proudly accepts payment through AfterPay, Zip, Paypal, Apple Pay, Visa, Mastercard & American Express.

Yes. We understand that the safety of your personal information is extremely important to you. To protect your personal data and credit card information from unauthorized access, The Watch Factory uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.

Paying with Afterpay lets you purchase items and pay them off in for fortnightly interest-free repayments.

If you select to pay with Afterpay, your order will be posted to you straight away and you will have eight weeks to pay off the purchase. Once you make an account with Afterpay, payments will be deducted from your credit card or bank account on a nominated day every 2 weeks. Afterpay will send you text messages before they withdraw the funds, and unlike a credit card, you don’t have to worry about making payments, Afterpay automatically withdraws from your linked account.

If this is your first time using Afterpay, you’ll be asked to make an account and give your phone, bank and address details. If you already have an account, you’ll just be asked to sign in.

If you’ve used Afterpay before, you won’t have to make an immediate payment, and the payments will be automatically deducted in four equal amounts every two weeks. If this is the first time you’re using it, you’ll be required to make one of the four payments immediately and then one every two weeks after that.

If you receive an error message when placing an order, make sure that the credit-card details and/or your other contact details are entered correctly.If you are still receiving an error message, please contact your bank to check whether there are any underlying issues with your bank account or credit card. In most cases, the credit cards spending limits may have been reached.

Orders $100+ to Australia	FREE
Orders Under $100 to Australia	$14.95
Orders to International (New Zealand)	$33.50

 

The Watch Factory offers free express delivery on orders $100 and above. There is a $14.95 shipping fee for orders below $100. 

Shipping to external territories (Christmas Island, Cocos Keeling Islands, Norfolk Island & Antarctic Territories) costs $30.

Metro	1-4 Working Days
Regional / Remote	4-7 Working Days

Your order will take 1 to 3 business days to be delivered to you via Australia Post's Express network. If you live in a regional or remote area, it will take longer.

Due to the significant increase in the quantity of parcels in their delivery network caused by COVID-19, Australia Post, our logistics partner, is experiencing delays in delivery of our orders to customers and has temporarily suspended its next day delivery guarantee with effect from 24 April 2020. Please allow an extra 2-3 business days to receive your order.

During peak Christmas times, deliveries may take longer. 

Orders are dispatched the next business day after you've placed an order and delivered about 2-3 business days after dispatch.The Australia Post Express Network covers 80% of Australian business addresses, private addresses and Post Office boxes. This service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres. Outside metropolitan areas guaranteed service is to and from townships only. If your address is outside the Express Post network, Australia Post will use the fastest possible transport links. You can check Express delivery times to your postcode here.

Once your order has been dispatched you will receive a tracking number by email that you can use to get the latest updates on your shipment. Track your order here.

Your order is carefully packed and dispatched from our fulfilment centre in Melbourne. It is shipped to you through Australia Post's Express network which delivers to all addresses and PO Box's in Australia. Every order requires a signature upon delivery. If no one is home to sign for the parcel, it will be taken to a local post office for collection.

If nobody will be at home to sign for your parcel, it will be taken to a local Post Office where you can collect it. Australia Post will leave a Missed Delivery slip which indicates the Post Office that your parcel has been taken to, and the times it can be collected.

If you've provided the wrong delivery address or need to change it, you can contact us to change it for you.

If your order has already been dispatched, you will need to instruct Australia Post to redirect your order to an different address. You can do this through a MyPost account so long as the status of the delivery isn’t marked as delivered. 

To change your delivery address: 

1) Go to https://auspost.com.au/mypost/auth/#/login 

2) Sign up or log in 

3) Go to https://auspost.com.au/mypost/track/#/search 

4) Enter your tracking number and click 'Track' 

5) Select 'Redirect' under Delivery options

Your tracking number is sent to you by email once your order has been dispatched. You can also find it through the My Account section and clicking on your order. Go to My Account.

All Orders to New Zealand

$33.50

The Watch Factory offers express delivery to every address in New Zealand for $33.50. We ship using Australia Post International Express.

Your order may incur GST, customs charges and duties charged by the NZ Customs Service. These charges must be paid by the recipient directly to the NZ Customs Service. The Watch Factory is not responsibility for and will not reimburse any of these costs.

To estimate any duties on your order, please use the What's My Duty Estimator tool.

For more information, please read our guide on New Zealand Customs & Duty Fees.

Metro	2-4 Working Days
Regional / Remote	4-8 Working Days

Your order will take 2 to 4 business days to be delivered to you via Australia Post International Express + Signature. If you live in a regional or remote area, it will take longer.

Orders are dispatched the next business day after you've placed an order and delivered 2-4 business days after dispatch in metro areas, and 4-8 business after dispatch in regional and remote areas.

During peak holiday times, deliveries may take longer. On rare occasions, some parcels may be delayed by New Zealand customs.

Orders shipped to New Zealand for an amount more than the equivalent of AU$350 including shipping charges will generally incur GST, customs charges and duties. The general amount of these charges is about 20% of the dollar amount of the merchandise plus shipping. However, this is just a general guideline and you should refer to NZ Customs Service' What's My Duty Estimator to calculate charges that may be due.

Orders shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and these charges must be paid by the recipient directly to the NZ Customs Service. The Watch Factory is not responsible for and will not reimburse any of these costs. Please note that separate orders placed on the same day may be subject to New Zealand GST, charges and duties.

The Watch Factory cannot control and is not responsible for any duties, taxes or charges applied to your package. You will be responsible for paying additional charges for customs clearance. Please see NZ Customs Service' Frequently Asked Questions for further information. Please note, in rare occasions custom agents may delay the delivery of some packages.

Once your order has been dispatched you will receive a tracking number by email that you can use to get the latest updates on your shipment. Track your order here.

Your order is carefully packed and dispatched from our fulfilment centre in Melbourne. It is shipped to you by Australia Post International Express which delivers to all addresses in New Zealand. Every order requires a signature upon delivery. If no one is home to sign for the parcel, it will be taken to a local post office for collection.

If you have received a watch that is damaged or faulty, please contact us at support@watchfactory.com.au and we provide immediate support to rectify the problem for you.

You have a 30 day period from when your order was delivered to return your purchased item/s for a refund or exchange. All returns must be in perfect condition with the watch box. Return postage is paid by the buyer. Please read our Returns Policy for further requirements.

Lodge your return at our Returns Center.

For your return to be eligible for a refund or exchange, the returned item/s must be:

i) Returned within 30 days of delivery, and;

ii) Not worn or damaged in any way, and;

iii) Returned with it's original packaging including the watch box, tags and manuals that aren't damaged in any way, and;

iv) Not altered in any way, including not being subjected to resizing, link removals and/or engravings, and;

v) Returned with an invoice, receipt or proof of purchase.

Yes - if the returned item is returned within 30 days and is in perfect condition, you can exchange it for another item. Submit your return at our Returns Center and include the model number of the item you would like to exchange it for.

If the new item is more expensive than the original item, we will send you an email with a link to pay the difference. If the new item is less expensive than the original item, you will be refunded the difference.

The new item will be posted to you as soon as we receive your original item and any balance owing has been paid.

You will be refunded by the same payment method you used to place your order. You will receive an email as soon as your refund has been issued. Depending on your original method of payment, it may take up to 5 business days for the refund to appear in your account.

Your return will be processed as soon as we receive it and the refund may take a couple of days to go through, depending on the payment method. 

Your watch comes with a manufacturer's warranty. The length of warranty depends on the brand of your watch. Please view the product page to see information about the warranty that comes with a specific watch. A warranty booklet will be inside your watch box, or the warranty details will be available online from the manufacturer's website. The warranty defines which issues are covered under warranty and which issues are not covered under warranty. The warranty for every watch brand is different and you need to refer to your watch's particular warranty for more information.

The warranty that comes with your watch varies by brand. Many brands come with a 24 month warranty, but some brands come with warranties that are longer or shorter. You can check how long your warranty is by reading the warranty booklet that came with your watch or by going to the manufacturers website.

The warranty guarantees that your watch is fit for purpose, free from manufacturing faults and working as expected. Check your watch's particular warranty to see what is included and excluded under it's warranty. For most brands, issues with the movement, dial and hands are covered under warranty.

You will need to check the manufacturer's warranty that came with your watch to see what is included and excluded under your watch's warranty. Generally, normal wear and tear on the case, band, glass, crown, pushers, buckle and plating is not typically covered under any warranty. Water damage when the watch has been exposed to pressure above its water resistance rating is generally not covered under any warranty. 

To claim the warranty of your watch, please contact the authorised Australian distributor for the brand of watch that you own. Each distributor has a different warranty claim process. Please contact us if you require assistance in claiming your warranty.