Customer Service

  • Shipping & Delivery

    Most orders are dispatched the same working day if ordered before 2pm, but please allow up to 3 working days for delivery depending upon stock availability. All orders are delivered free of charge using Royal Mail and will require a signature upon delivery. All orders are fully insured by Royal Mail or ourselves (Please note once signed for delivery at your delivery address responsibility of ownership is then yours).

    If you do not receive your order within 5 working days do not hesitate to contact us on 01428 656822.

    14 Day Returns Guarantee

    If you are not entirely satisfied for any reason whatsoever with your decision to purchase a watch you may request a full refund within 14 days of receipt of your purchase. We will gladly refund your transaction in full to the original credit card used at the time of purchase. The only condition of this policy is that the item is undamaged, has not been worn, or had their bracelets adjusted and we will check the item for micro scratches on return to confirm this.

    This returns policy does not affect your statutory rights.

    Returning a Damaged, Defective or Incorrect Item

    If you receive a watch that has been damaged in transit or is not what you ordered then you can return it to us for exchange or a full refund within 14 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a watch to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the watch was wrongly ordered by yourself. We ask that you notify us of your intentions to return an item by email or phone (01428 656822).

    Please send returns to the following address:

    TW Steel UK
    SWICO Limited
    Meadway
    Haslemere
    Surrey
    GU27 1NN

    When you make a return, to speed the process up, it is helpful a note accompanies your watch as to the reason for return.

    You have the right to return a faulty item within a reasonable period of time. Please keep all the manufacturer guarantee information that accompanies your watch as this will be needed should there be a fault. Please contact us on 01428 656822.

    This does not affect your statutory rights.

  • Privacy & Security

    What information do we collect?

    We collect information from you when you register on our site, place an order, subscribe to our newsletter or fill out a form.

    When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

    What do we use your information for?

    Any of the information we collect from you may be used in one of the following ways:

    • To process transactions

    Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested by the customer.

    • To send periodic emails

    The email address you provide for order processing, may be used to send you information and updates pertaining to your order or request, in addition to receiving occasional company news, updates, promotions, related product or service information, etc.

    Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

    • To administer a contest, promotion, survey or other site feature

    How do we protect your information?

    We implement a variety of security measures to maintain the safety of your personal information when you place an order or access your personal information.

    These security measures include: password protected directories and databases to safeguard your information, SSL (Secure Sockets Layered) technology to ensure that your information is fully encrypted and sent across the Internet securely or PCI Scanning to actively protect our servers from hackers and other vulnerabilities.

    We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

    After a transaction, your private information (credit cards, etc.) will not be stored on our servers.

    Do we use cookies?

    Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.

    Do we disclose any information to outside parties?

    We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

    Terms and Conditions

    Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website at here.

    Your Consent

    By using our site, you consent to our privacy policy.

    Changes to our Privacy Policy

    If we decide to change our privacy policy, we will post those changes on this page.

  • Returns & Replacements

    We want you to be delighted every time you shop with us. Occasionally though, we understand that you may wish to return items.

    Items can be returned direct to us within 14 days*. Please call us on 01428 656822 to arrange a return and refund.

    When returning items to us, the item(s) must be in their original condition and packaging, accompanied by the whole dispatch note.

    For your benefit and security in the event of a return we recommend that you send the goods back to us by Royal Mail Special Delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit.

    If you should experience problems with or have any queries about our returns procedure, please contact a member of the SWICO Team on 01428 656822 Monday to Friday between 9am and 5pm or email info@twsteeluk.com

    *The 14-day return policy is only valid for purchases made with us at TW Steel UK.

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