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Please find answers to the most frequently asked questions in the FAQs section, if you can’t find the required info then you can contact the Sales Department for help with your query.
Call 01622 621 392
Frequently asked questions
Our certified sellers have been handpicked by Watchfinder as established experts within their field, offering outstanding customer service. All watches sold by our partners are authenticated by Watchfinder, and carefully reviewed for performance and accuracy. We will constantly monitor our certified sellers to ensure their high standards are maintained on our platform.
Lost & Stolen Checks
For your piece of mind, all Marketplace watches are checked on the independent ‘The Watch Register’ and Richemont’s Enquirus database to ensure they are not lost or stolen. These are both catalogues of lost and stolen watches used by law enforcement and insurance companies worldwide.
Each marketplace watch will be authenticated by our expert team, who have decades of experience identifying counterfeit watches. Using both time tested validation techniques as well as cutting edge technology, we have a proven track record of identifying and rejecting fake watches.
Inspection, quality control and testing
Marketplace watches are then inspected by our inhouse team of certified watchmakers. This involves a full physical inspection of the watch at the component level including the crystal, hands, dial, bezel, case, crown, case back and bracelet. Our expert Quality Control team will verify that the general aesthetical condition is as described on the listing by our certified sellers. This also applies to any included collateral such as box and papers. The final step involves performance testing of the movement and case to ensure that time-keeping and water resistance meets expected manufacturer tolerances, with each check carried out using industry standard time keeping and pressure testing machines.
You can shop online as normal, and if you have any questions about a watch sold by a certified seller on our Marketplace, you can contact our Sales team for help.
Once you’ve placed your order, the certified seller will confirm they have accepted it and send the watch to our service centre for inspection and authentication by our expert team.
Our Dispatch team will then get in touch to arrange delivery of your watch at your convenience via our secure courier service.
Our Marketplace has launched on our UK website only for now, so you must have a UK delivery address for all watches sold by our certified sellers. We plan to expand our Marketplace to international locations in the coming months though – watch this space for more information.
Unfortunately, it’s not possible to view a watch sold by our certified sellers in our boutiques before making a purchase yet, but we plan to introduce this option soon. We do, however, give you 14 days to return a Marketplace watch you aren’t happy with for a full refund, giving you complete confidence when purchasing online or over the phone.
For complete confidence when purchasing online or on the phone, we give you 14 days to return a watch you aren't happy with for a full refund. Please return items in the same condition and with the same accessories as purchased, with online and telephone purchases retaining the red returns tag.
You can return a watch by post or in person at your nearest Watchfinder location.
Our quality control team will then inspect the watch and ensure it is the same condition you received it in before returning it to the certified seller. Refunds will be processed after inspection, typically within 5 working days.
Yes, you can use your current watch to exchange or upgrade to a Marketplace watch. You can submit a part exchange enquiry on our website, and a member of our Sales Department will be in touch to help you with this.
Due to the nature of pre-owned watches, strap and bracelet sizes can vary. In the specification of Marketplace watches, we confirm the bracelet or strap size of the watch in the bracelet facet. Unfortunately, at this time we are unable to re-size the bracelet on watches sold by our certified sellers.
Unfortunately, at this time it’s not possible to buy a watch from a certified seller and a watch from Watchfinder in the same transaction. We’re working on improving this, but in the meantime you will need to checkout with these items separately.
Watches sold by our certified sellers are furnished with a 24-month warranty for your peace of mind, in conjunction with any remaining manufacturer’s warranty. If your watch develops a fault and is still covered by warranty, you can return it to us to be diagnosed by submitting a warranty enquiry. If the fault is covered by the warranty, it will be repaired free of charge.
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Industry Leading Customer Service
From the boutique to the service centre, Watchfinder & Co. understands the importance of a good customer experience, and we work hard to make sure you receive only the best service—but that experience doesn't stop simply because you've made your purchase. We recognise how important aftersales customer care is too, which is why every online purchase comes with a 24-month comprehensive warranty.
If you have any complaints or queries about your order, our Aftersales team is always on hand to help you with any concerns you might have. To get in touch with Aftersales, you can simply fill out the enquiry form—or if you prefer, give the team a call on 01622 621 392 (option 3).