FAQs

How do I return a product?

If you are not happy with you watch then you can return it to us for an exchange or refund within 14 days of order receipt. With a valid reclaim the full amount will be reimbursed excluding the shipping return.

Items must be returned with the original packaging and any protective coverings and product information and in new and unworn condition. Please also include you name and order number so we can identify your order.

Please contact us via email to arrange an exchange and/or refund. It is up to the customer to arrange and pay any return shipping and to be able to provide proof of postage.

Returns should be sent to:

Repairs and Returns, 5a Delancey Passage, Camden NW1 7NN, UK.

Refunds will be issued to the card you used to place the order. This typically takes a maximum of 5 working days in the UK, dependent on your bank/card issuer, and slightly longer on international orders.

If you purchased your watch in store, then you will need to come back in store for a refund. All in store refunds will be paid in cash.

I bought my watch online, can I return or exchange it in store?

We currently can't accept online returns or exchanges in our store. Online orders need to be send back to us. If you would rather drop it of in person, then you can pop by our HQ in Camden, just be sure to let us know you're coming so we can be sure someone is in.

If you really want to return or exchange in store, then you need to get in touch before hand so that we can arrange it with the member of staff in store. 

How do I change or cancel my order?

Please contact our customer service (customerservice@camdenwatchcompany.com) as soon as possible in order for us to change or cancel your order before it is sent.

What if the watch that I want is sold out?

We are still a small company, and as such we only produce our watches is small batches. The core range is generally always in stock, however we do have editions that sell quickly and sometimes sell out before the next batch arrives. If there is a particular model that you have your eye on, then don't hesitate to get in touch and ask about stock levels, or sign up to be notified when they are back in stock.

Which payment methods do you accept?

We accept Visa, MasterCard, and Amex debit cards plus all major credit cards and Apple Pay. Unfortunately we cannot accept Maestro cards. If you are having issues with your card then please get in touch and we will sort out an alternative payment method.

I've written to customer service but I haven't heard back, what should I do?

Our customer service is open every weekday, and we try to reply to all queries within a day. We are however a small company so sometimes it takes us a little longer, if you haven't heard back from us within 48 hours then please let us know and we'll be sure to prioritise your query.

I have sent my watch in for repair, but I haven't heard anything. What should I do?

Repairs usually take up to four weeks, and can take longer during busier periods. If you have dropped off your watch in store, then we need to collect it so it may take a little longer. If you would like an update on when your watch will be ready, then don't hesitate to get in touch and we'll update you to the best of our ability.

Can the caseback be engraved?

At this time, we don't offer any engraving services. Our core range of watches have a fully designed caseback, but from time to time we have blank casebacks in stock that we can supply with your order. To ask about this please get in touch with customer service.

Our special editions, for example the Tom Sayers and the KPP, have space on the caseback for engraving.

Can I buy the No.29 Horse Hospital edition online?

The Horse Hospital is sold exclusively in our flagship store in Camden Town. There is no way of buying it online, neither through this website nor any of our stockists.

How do pre-orders work?

If a watch in no longer in stock, then around two months before it is due back we start accepting pre-orders. An estimated dispatch time will be given but is subject to change. Payment is taken immediately, but if at any point you wish to cancel your pre-order then all you need to do is get in touch with us and will we process your refund immediately. Once an order has been dispatched then it can no longer be cancelled until the watch has been sent back to us.

Return payment will be issued to the card you used to place the order. This typically takes a maximum of 5 working days in the UK, dependent on your bank/card issuer, and slightly longer on international orders.

Can I get a discount?

Here at The Camden Watch Company, we don't do discounts or sales. The reason that we don't discount our watches is simple, we work hard to sell them at the best price possible all year round. Recently, we have seen voucher websites advertise discount codes and deals for our products but we can assure you that these are fake and that they are neither endorsed by nor do they work.

I live in Camden, can I pick-up my watch instead of having it delivered?

Absolutely! If you live nearby (or are due a visit) and want your watch asap then please contact our customer service (customerservice@camdenwatchcompany.com) and we'll do our best to accommodate you.

I would like a Camden Watch Company Watch but I don't live in the UK. What can I do?

No problem! We offer free worldwide shipping on all our watches, for more information visit the Shipping Info page.

Can I become a stockist?

If you are interested in stocking The Camden Watch Company in you shop, then please contact us at info@camdenwatchcompany.com.

I am a blogger/journalist and i'd love to get in touch, what can I do?

If you would like to collaborate or review The Camden Watch Company then please contact us at press@camdenwatchcompany.com.

Where are your watches made?

As watch designers by trade, all of our watches are designed and developed by us here in Camden Town, and are manufactured in the Far East. You can read all about it and the history of British watch-making here.

We work the old fashioned way, using a different factory for each element of the watch; the case, the crown, the dial, the hands, etc. This ensures that we are getting the best possible quality for the price. 

Then the final touches are added here in Camden. Our packaging is hand-stamped, our displays are handmade in our HQ and all our guarantees are printed, stamped and folded right here in London.

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