Missing Item

If an item is missing from your order please contact us immediately. We take matters like this very seriously and we have a clear and thorough process in place for resolving them.

Please contact our Customer Services team at helpdesk@watchshop.com so that we can begin an investigation.

If you have ordered multiple items then it may be possible to bypass the investigation completely. If you can provide a photo of the packaging you received with the items you ordered inside it may be possible to confirm whether the packaging was too small to hold every item. If this is the case we will know that a pre-dispatch error occurred and issue you with a replacement or a refund straight away.

If the above isn't possible then we will unfortunately need to begin a missing item claim with the postal service. This involves getting the packaging back so that we can forward it to the postal service's claims department. 

Due to the thoroughness of the investigation it can take up to 40 days before an outcome is reached, during which time we are unable to offer a replacement or a refund. We understand situations like this, while rare, can be stressful, so our Customer Services team will be in touch with information every step of the way.



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Comments

  • Avatar
    jakkigraham

    I just want to know where my order is,it was sent to wrong address and sent back to yourselves,I requested it be sent back out to my(the proper address) and I'm still waiting,haven't received any emails on its progress.

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