Our policies, terms and conditions.
Support and Help
Shipping and Returns
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Order Confirmation and Acceptance
Upon receiving your order, we will issue an email confirmation acknowledging receipt of your order. Please note that this confirmation does not constitute acceptance of your order, nor does it represent a binding agreement to fulfill the order. It serves solely as acknowledgment that your order has been received.
We reserve the right, at our sole discretion, to accept or decline your order at any time after it has been placed. In the event that your order is canceled after payment has been processed, we will refund the full amount charged in the original currency of the transaction.
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Please be aware that the policies for Products and Watches are different as stated below.
PRODUCTS
Domestic:
For all domestic purchases, we provide pick-up at our offices with details of our location provided by our sales representatives upon completion of payment.Local delivery can also be arranged for fixed $30 HKD and will be delivered through SF express.
Pick-up and drop-off requires verification of identity with HKID or passport, if a representative is picking up on behalf of purchaser, the HKID or passport of said person and purchaser must both be provided and written authorisation letter must be provided.
International:
We ship all orders internationally from Hong Kong via DHL Express/Fedex/UPS. These will typically arrive at your destination within 7 working days upon completion of payment.Please be aware that we are not responsible for any associated import tax, VAT, or duties as required by your local jurisdiction.
WATCHES:
Domestic:
For all domestic purchases, we provide pick-up at our offices with details of our location provided by our sales representatives upon completion of payment.Local delivery can also be arranged for no extra cost and details can be arranged through our sales representatives upon completion of payment.
Pick-up and drop-off requires verification of identity with HKID or passport, if a representative is picking up on behalf of purchaser, the HKID or passport of said person and purchaser must both be provided and written authorisation letter must be provided.
International:
The Horologist Company Limited provides shipping for all watch orders internationally. If FULL payment is completed and verified, we will offer shipping and delivery according to the agreed arrangement.Your watch will be shipped fully insured for the purchase price of the watch. In order to protect your purchase, a signature from an adult present at the delivery address is required for the package to be delivered.
We have flexible shipping and delivery methods which is tailored to the needs of individual clients, and for any watches purchased through us, we will consult with the purchaser for their best preferred shipping methods and details.
If you ever have any further questions, please contact us at contact@thehorologisthk.com or directly to any of the sales representatives you are speaking to.
Shipping your watch to The Horologist Company Limtied:
For consignment and purchases from The Horologist Company Limited:
Usually we will offer free shipping for watches sent to us whether it is for consignment or direct purchase. We offer shipping labels provided by us and will guide you through the process of how to correctly package and label the parcel.
Notes:
International clients are required to pay customs charges as well as any associated import tax, VAT, or duties as required by your local jurisdiction.
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Please be aware that the policies for Products and Watches are different as stated below.
PRODUCTS:
We offer a 7 days return policy for all our products sold online exclusively through our website.
If there is any defects or damaged and issues regarding the product , given the product is deemed not used or further damaged by purchaser, it will be eligible for any return/refund/exchange within 7 days of order delivery and we will cover the return shipping fee accordingly.WATCHES:
We offer a 7-day return policy for all wristwatches and timepieces sold, subject to the terms outlined below. If the watch is found to differ from its description in terms of functionality, authenticity, or originality, it will qualify for a full refund. To process the refund, the watch must be returned to our office for a final inspection.
Final Inspection for Refund Eligibility
The final inspection will involve a series of checks to ensure the watch has not been manipulated, altered, or damaged after shipping. Refunds will only be issued once these checks are satisfactorily completed.
The inspection includes, but is not limited to:
- Exterior and interior condition checks, verified against photographs taken prior to shipping.
- Time accuracy and mechanical performance checks.
- Authenticity verification.Additional Notes
For certain watches, we operate a bespoke return policy, where the terms and conditions of returns for specific items will be outlined in the final purchase invoice. Please refer to your invoice for further details regarding the return policy applicable to your purchase.
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Order Cancellation and Refunds
If we confirm your order but later determine that we are unable to fulfill the requested product for any reason, we reserve the right to cancel the order. In such cases, we will notify you promptly and issue a full refund of the purchase price.
Privacy Policies and more…
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Thank you for being a supporter of The Horologist Company Limited. The Horologist Company Limited is a brand that is associated with watches, watchmaking, watch dealing and watch accessories. We are a relatively new company but we take great care of our community especially when it comes to privacy policies.
Privacy Policy
This Notice applies when you use or access the website www.thehorologisthk.com and their subdomains or portals (the “Site”); our mobile applications (“Apps”); or otherwise provide Personal Information or interact with us online or in-person. For the purpose of this Privacy Notice, "Personal Information" means any personal information relating to an identified or identifiable individual that is protected by applicable privacy laws. We refer to all of the above as “Services.” By using the Services, you agree to our Terms of Services.
Where applicable, we indicate whether and why you must provide us with your Personal Information, as well as the consequences of failing to do so. If you do not provide Personal Information when requested, you may not be able to benefit from our Services if that Personal Information is necessary to provide you with the Services or if we are legally required to collect it.
Squarespace
Our online-store is hosted by our website provider Squarespace, Inc. The online e-commerce platform is fully provided by their company and we use their systems to buy, sell and trade products listed but not restricted to only the product on our website.
Your data is stored through Squarespace, Inc’s data storage, databases, their date storage is fully insured and stored securely in their own server locations. For further details please head to squarespace.com
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The Horologist Company Limited aim to offer flexibility to our customers via a wide array of payment options.
PRODUCTS:
All payments for products sold exclusively through our website are processed securely via Squarespace and Stripe payment systems.
Accepted Payment Methods:
- Credit/Debit Cards: All major credit cards, including Mastercard, Visa, Discover, and American Express, as well as debit cards, are accepted.
- Apple Pay: Payments can also be submitted using Apple Pay.
- Link by Stripe: Customers may use saved credit cards through Link by Stripe. For details, please review the [Link by Stripe Terms and Conditions](https://stripe.com/link-terms).
WATCHES:
Clients are encouraged to discuss payment options with their Client Advisor to determine the payment method that best suits their needs in terms of convenience, speed, and security.
Accepted Payment Methods:
- Bank Wire: The fastest and most secure payment option, offering reduced transaction fees.
- Credit/Debit Cards: All major credit cards (Mastercard, Visa, Discover, and American Express) and debit cards are accepted. Payments can be made directly via our website or through your sales representative. (Please note: transaction fees may apply.)
- Watch Trade-ins: We accept trades on all transactions. Any remaining balance can be paid using any of the above-listed payment methods.
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WARRANTIES:
The Horologist Company Limited always strive for the best customer service possible. Watches sold by us are usually inspected to be of the highest quality and we offer two types of warranty service for most of our watches.
Basic Warranty:
14 days warranty coverage for all the watches we sell for all mechanical issues which does not include consequential damage caused by purchaser. The warranty is applicable to watches sold as-is whereby the condition at sale is explained to the client before completion of payment.
Extended Warranty:
6 months warranty coverage on watches that have been fully serviced by our watchmakers.
The warranty only covers any mechanical issues with said watch
Consequential and incidental damages are not recoverable under this warranty. Third-party performance of service, opening of a product, or addition of parts other than strap or bracelet components will void the The warranty.
The extended warranty is only applicable if stated in the final invoice of sales.
Third Party Warranty:
Someof the watches sold would have service done prior to sales which some will be still under the official warranty from the factory.
These warranties will be mentioned in our description of the watch and all service work done under this warranty is not affiliated with The Horologist Company Limited and any outstanding issues must be settled with the said brand/factory.