FAQs

ABOUT THE CAMDEN WATCH COMPANY

What is The Camden Watch Company?

We are an independent British watch brand based in London. Founded by watch designers Anneke and Jerome, The Camden Watch Company takes it's cues from the industrial heritage of Britain and Camden Town. If you'd like to find out more about us and what we do, then you can head over here.

Where are you based?

We have stores in Camden, Shoreditch and Greenwich, and our main office, where we design all our products is in an old Spectacle Factory in the heart of Camden Town, tucked away on Delancey Passage. If you are looking for the locations or opening times of our stores, head over here.

Do you do events, and if yes, can I come?

We sure do! And our customers are always welcome. Sign up to our mailing list if you'd like to be kept in the loop.

Where do your watches ship from?

All our products ship from our HQ in Camden Town. If you would like to know more about shipping times, then head over to our shipping page here.

Do you have any jobs at the moment?

We are constantly on the lookout for great people to join the team. If you think you could be a good fit, then send us an email here.

Do you have a phone number?

We don't have a phone line either at Camden HQ or in any of our stores. The reason being that we simply don't have the manpower to properly oversee a telephone line, so if we were to set one up it would likely be hard to get through and we believe that if you can't do it right, then don't do it at all. If you have an urgent enquiry, please send us an email here as we do check this address as often as we can.



ABOUT MY ORDER

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 your 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.

Do you offer extended Christmas returns?

Yes, we do indeed. Christmas returns are extended until 14 days after Christmas. So the watch can be returned up until the 8th January, no questions asked. Please note that the usual terms and conditions still apply, the watch must be unworn and in all its original packaging, for more information see above.

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 sent back to us. If you would rather drop it off 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 beforehand 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.

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 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.



ABOUT THE WATCHES

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.

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 Thy Barber Edition 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 I change the NATO strap on a No.88?

All the No.88 straps are interchangeable, and swapping them over couldn't be easier. Here's a turotial showing how to do it:


Can I adjust the mesh bracelet myself?

You can indeed, all you need is something sharp like a toothpick, a screwdriver or even a coin to lift up the flap and adjust to your wrist. Here's a turotial showing how to do it:




ABOUT REPAIRS

How do repairs work?

All Camden Watch Company watches are guaranteed against defects of material and manufacture for the period of twelve months from the date of purchase under the terms and conditions of this guarantee. For our automatic collection this is extended to twelve months. If your watch has developed a fault, then just get in touch with and we will talk you through next steps. All our repairs are done in house by our co-founder Jerome, and we try and provide a quick turnaround so that you are not without your watch for long. The current timeframe is around four weeks. Please be aware that you are welcome to drop your watch off in one of our stores, but the turnaround will be longer as we first need to get the watch back to us at HQ.

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

Repairs usually take around 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.



FURTHER QUESTIONS

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.

Can I become a stockist?

If you are interested in stocking The Camden Watch Company in your 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.

How do pre-orders work?

If a watch is 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 us nor do they work.

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.