Frequently Asked Questions
Question: Do you sell grey or parallel imported goods?
Answer : Absolutely not! The Watch Co only offers you authorised products at the lowest prices all with full South African product support. Due to the fact that all stock is in South Africa, delivery is speedy! Please note ... if you have purchased a grey product or products, no product support will be available to you in South Africa and you damaged item will need to go back to where it was originally purchased from. All our products come with a full South African warrantee (the warrantee varies by the brand).
Question: How do EFT and SnapScan payments work?
Answer: During the checkout process you will be prompted to select a payment method. If you select “EFT/SnapScan" you will be emailed our bank details or QR code (please note that you will only receive this email once we have validated our stock amounts, for this reason our banking details cannot be found on The Watch Co site). In the email which you receive from us after placing the order, "reference details" will be given. Please note we require a proof of payment to allocate your payment.
Please note: We only assign stock to an order for 24 hours once stock has been confirmed and our banking details sent. The Watch Co cannot be held responsible for stock being released after the 24 hour period. If a payment has been made after an item has been released, if an item is not in stock then we will either process a refund or ask you if another model will be suitable.
Question: How do guarantees work?
Answer: All goods sold by the The Watch Co are guaranteed by their respective supplier. Should an item become faulty within the guarantee period, simply inform The Watch Co and we will advise you on the nearest repair centre or view our "CONTACT US" page and choose the relevant repair centre. Please note that should any goods be tampered with by anyone besides the manufacturer's representative or should the goods be operated on outside the manufacturer's specified ranges, the guarantee falls away. Please note that you will be required to produce proof of purchase or the guarantee card.
Question : How do I track my order?
Answer: Once The Watch Co has dispatched your order, we will send you an email containing the courier tracking number for your order. (We will also include our courier contact details ... please note that we can only provide you with a tracking number the morning after your item has been dispatched as waybill numbers are only provided to us by our couriers in the evening).
Question: How do I shop on The Watch Co website?
Answer: We have made shopping as simply as possible. Use our various search or product selection menus to find the product you require quickly and easily. Should you find anything you would like to purchase simply add it to your shopping cart. You will be taken to the checkout screen where you can either choose to checkout or continue shopping. Should you select the checkout option ... you will then be asked for to enter in your delivery details as well as make a payment type selection.
Question: How do returns work?
Answer: Should an item not meet with your satisfaction for whatever reason you may return the goods to The Watch Co within seven days of receipt. You will then get a full refund less all direct costs incurred by The Watch Co associated with the order such as actual delivery costs. The goods must be returned with all packaging, documentation and be undamaged in any way. A written reason for the cancellation must accompany the returned goods.
Question: Can i cancel my order? What happens if I am not happy with the product i receive?
Answer: You have 7 days the "day after" the day that the goods are received under the distance selling act from arrival of the goods to cancel your contract. The goods must be returned to us in the condition they were despatched, complete with all packaging and in a re saleable state. The goods remain YOUR responsibility until they are received and signed for by us.
If an order is cancelled/returned, a 10% handling fee will be levied to cover processing/handling fees.
If an unwanted product is returned and exchange for a different product, the customer will be charged or refunded any price difference plus return shipping.
Question: What happens if the item i purchase is out of stock?
Answer: Should the situation arise that stock you have placed an order for is unavailable within the usual delivery period, The Watch Co will contact you and notify you of the situation. You will then be given the option of cancelling or amending the order or waiting for new stock to become available.
Question: I placed a direct deposit order but I cannot find the banking details or a fax number?
Answer: An email containing our banking, fax details as well as an order number will be supplied to you as soon as product availibility has been confirmed.
Question: How do I contact The Watch Co and what are your trading hours?
Answer: We have tried to make contacting us as simply as possible. Feel free to email at email@example.com (we strive to respond to all emails within 2 hours of receipt) or contact us via live support.
Our trading hours are Monday to Friday : 8:30am - 5pm (Excluding public holidays)