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Customer Service

Shipping & Delivery

** Please see here for Christmas shipping dates **

We ship all of our products worldwide:

EU Estimated Delivery Price
Free Delivery 5-10 Business days FREE
Express 1-3 Business days €17.50

Worldwide Estimated Delivery Price
Rest of the World Standard 5-10 Business days FREE
Rest of the World Express 1-6 Business days Calculated during checkout

All orders ship from our headquarters in the UK. You will therefore be responsible for any import duties which may be applied to orders shipped outside the EU.
All our products come with a 1 to 5 year manufacturers warranty. The length of the warranty can be found in the products description, under the 'More Info' tab. Please be aware of some internet companies not offering any warranty with their products. All items purchased from Twisted Time are guaranteed authentic, brand new, in original condition with all boxes, instruction manuals and serial numbers intact. We only buy directly from the manufacturers or their distribution partners. We are authorised dealers of all the products we stock. In the unlikely event that you experience a problem with your purchase after wearing it please see the warranty card included with your purchase for instructions on how to return it to the manufacturer who will either repair or replace it. Generally, you will be liable for the shipping costs involved in returning the item. As the warranty is provided by the manufacturer items should not be returned directly to Twisted Time unless instructed to do so.
I Can't Find the Product I Want!
If you are looking for a particular product from one of the brands we carry but can't see it on the site please contact us and we will do our best to source it for you. Once we know what you are looking for we will be able to give you a price and an estimate of how long it will take for us to get the item to you.
Can I Click & Collect?
Yes! You can order online and pick up your order from our London store. You can find us at the BOXPARK in Shoreditch. Your order will be ready to pickup in 1-3 business days and we will notify you by email when it is ready for collection. When checking out please select the "Click & Collect" option for more details.
What Payment Methods do You Accept?
You can use any of the following methods of payment: Visa, Visa Debit, Visa Electron, Visa Delta, Mastercard, Maestro or PayPal.
I'm from the Channel Islands. Do I need to pay VAT?

You are not required to pay VAT if you are from the Channel Islands. When checking out please ensure you DON'T choose the UK as the shipping country. Instead you should select Jersey or Guernsey. Once either of these countries are used as the shipping country no VAT will be applied.

What happens if the watch battery has stopped working?

Please note that batteries supplied with watches are installed at the factory to check the watch is working. Due to the time the watch spends in warehousing before being delivered to you the battery may have started to run down. This means we are unable to guarantee how long the initial battery will last after you receive it. Batteries are therefore not covered by the manufacturer’s warranty and neither Twisted Time or the manufacturer can be held liable for the cost of replacing the battery. Replacing the battery will not void the warranty.

Is my watch water resistant?

On many of our listings you will find different levels of water resistance such as 3atm or 5atm. For an explanation of what these mean in real life you can read our post all about water resistance here.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow customers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Twisted Time is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For Example, if a customer bought a new EEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item. Cost of shipping would be the customers responsibility

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below.


Goods are marked with this symbol to show that they were produced after the 13th August 2005, and should be disposed of separately from normal household waste so they can be recycled.