Frequenly Asked Questions
Please find a list of frequently asked questions below. For any other queries, please contact our Customer Services team here
Orders & Delivery
Please check you received your order confirmation email when you first placed the order. If you haven’t had a confirmation email the payment may not have been processed which means the order might not have been confirmed. Check with your method of payment (credit card, bank, PayPal) to see if any payment was made and re-order if not.
If you did receive an order confirmation email, check if you have a tracking email which will arrive separately. This will help you track your watch as soon as it has been despatched from the warehouse. Our track and trace emails have a link within the body of the text which you should click on to follow your order until delivery. It takes up to 2 days from order for a track and trace email to be sent to you.
If payment has been made and money deducted from your bank account but you haven’t received a track and trace email, then you should check your spam filter as sometimes emails get mistaken for junk mail.
If you’ve followed all of the above but you still haven’t received your watch, please contact Customer Services here.
If your order hasn’t already shipped we can organise cancellation. If your order has shipped, unfortunately we cannot cancel it but you can return it within 14 days of receipt, in perfect condition.
It is exceptionally rare that one of our Whitehaven products would be defective or damaged as each product goes through stringent quality control before shipping. Every watch should be 100% perfect upon receipt. However, if your watch is defective you can download a returns form here and fill it out according to the instructions. You should indicate what the problem is with the product.
Once we’ve received the returned watch we will confirm receipt and that act as quickly as possible to send you a replacement. We will also refund the return costs to you, as long as you enclose a copy of the postal receipt.
Our courier must provide proof of delivery which states name and signature of person who has signed for the package. If there is no information available please contact our courier GLS who will advise you.
We recommend 2 to 4 working days for orders placed outside of the EU.
Yes – we can deliver your Whitehaven watch to you no matter where you live!
We aim to deliver Monday to Friday. In some countries, Saturday delivery can be arranged.
Returns & Exchange
We aim for 100% satisfaction guarantee but in the rare event you want to return your watch, we offer very easy returns as long as you send back your product within 14 days of receipt using our return form here and following the instructions.
We provide up to 14 days in which you can decide whether or not to return your product, without any explanation. We do ask that the product and all its packaging be returned in the same condition as upon receipt. While delivery costs are completely free, we ask that the buyer cover returns costs.
If you don't have an account you can do the return here
Yes, you have 14 days to decide whether or not to keep your product. If you wish to change your Whitehaven watch for a different style, use the return form (downloadable here). Simply follow the instructions provided and return your watch for the one you want. Your original watch must be returned in the same packaging and condition as you received it. We ask that costs are covered by you.
As soon as we receive your returned product, we will send you a confirmation receipt email which comes direct from our warehouse. Then we will initiate your refund which can take up to 7 working days. We refund monies back to the payment method used when you placed the order.
Warranty & Repair
Yes, all Whitehaven watches have a 2 year warrantee from purchase date which covers production and material defects. However, our warranty doesn’t cover:
- Damage due to improper use (dropping/scratching)
- Damage caused by third party repairs (unless Whitehaven has consented to these repairs)
- Damage caused by water or fire
- Batter replacement
- Changes caused by normal wear and tear such as discolouring of leather straps, glass scratches etc.)
If you feel you have reason to use the warranty, simply email the Customer Services team on insert address here with a description and photographs of the query. If the problem is covered by our warranty you will be emailed a warranty form which you should fill out. Then, follow the instructions to return the watch back to us. Upon receipt, our watch experts will carefully inspect the product and inform you via email about any damage or defects covered by our warranty. If so, we will replace or repair the defect and return postal costs will be refunded to you.
We do have collections in certain stores, to find out if you have one close to you, click here for a list.
All of our leather straps are changeable. Simply release the pin mechanism and insert the pin into a new strap and re-attach to your watch – it takes seconds!
All of our straps are made from genuine, high quality leather. While leather is water resistant, you must be careful when cleaning. Use specialist leather cleaner to polish up your strap and if you get a stain, gently brush it using a soft, leather brush. You can also buy a repellent spray especially for leather which protects your strap from dirt and staining.
Batteries last minimum of two years. When your battery runs out, a specialist watch store should be able to replace it for you.
The time is set manually using the small knob on the side of the watch. The mechanism on Whitehaven watches is quartz.
No, Whitehaven watches are not waterproof. The back of Whitehaven watches states 3ATM Water Resistant which means that it is splash resistant. You can use the watch for hand washing, when in the rain and for occasional water use. It is not for use in a shower, bath, snorkelling, fishing or other water-related sports.
Yes, all straps regardless of material can be changed very easily thanks to the quick-release bar system. No other tool is required.