Win a Rolex at Watchmaster.com

Help and Frequently Asked Questions

Bel ons

  +31 (0)20 8080 715
Telefonisch beschikbaar: Ma-Vrij 9 - 20

Stuur een email

  info@watchmaster.com

Watchmaster's Quality and Safety Philosophy

Checked for authenticity

Certified Pre-Owned from Watchmaster

With your watch purchase at Watchmaster, you are always on the safe side. We guarantee that every watch purchased by Watchmaster has been reviewed and verified for authenticy. We only sell watches that are 100% riginal.


Guarantee

Do I have warranty and guarantee rights when I buy a watch from Watchmaster?

Yes, you are entitled to a statutory warranty of 24 months on any watch purchased from Watchmaster.


What warranty services are included?

In the event of a guarantee or warranty claim, Watchmaster will arrange for the necessary work to be carried out to restore functionality. Should defects occur that are covered by the respective manufacturer's warranty, repair and maintenance by the manufacturer are included.


What do I have to do in the event of a warranty claim?

In the event of a guarantee or warranty claim, we are your contact at all times and will help you with the next steps. To do so, please contact our customer service, who will guide you through the next steps, at the following telephone number: +31 (0)20 8080 715.


User data

Maximum security

The security of our customers is our top priority. In particular, this also applies to the handling of personal data, which we never pass on to third parties. Your personal information such as address details, login and payment information is encrypted via SSL (Secure Socket Layer) so that it cannot be read by anyone else.


Purchasing a watch

Questions about the product.

How do I find the watch I'm looking for?

  • If you are looking for a specific brand, click on "Buy watch" in the navigation bar. Then select your desired brands in the left-hand column by checking the box in front of the respective name.
  • In the catalogue, you will find a bar with search filters to the left of the overview of available models. Of course, you can activate several filters at the same time to further narrow down the search result.
  • In addition, our team is also available to you at any time by phone, chat and email if you have further questions or are looking for suggestions on choosing the perfect watch for you.


What do I find on the product detail page?

  • On the product page you will find product photos: you can view the offered watch from all angles.
  • The year of production, condition and accessories of the watch are listed.
  • You will also find further details such as diameter (size), movement, material, strap details and dial type.


What is included in the scope of delivery?

Every watch purchased from Watchmaster comes with the certificate of authenticity from our master workshop. The other items included in the delivery depend on the scope of the set as described on the product page of the watch.


How can I place an order?

  • Once you have decided on a watch, place the model you want in the shopping basket. To do this, click on "Add to cart".
  • Attention: Items in your shopping cart will only be reserved for you when you complete the ordering process.
  • Shortly after completing your order, you will receive a confirmation from us by e-mail with your order number and, if applicable, payment details as well as details on the next steps.


How can I contact Watchmaster?

If you have any questions about us and our products, registration, shipping policies or any other concerns, our customer service team will be happy to help.

Watchmaster Customer Service Phone: +31 (0)20 8080 715. Email: info@watchmaster.com


Payment

Bank transfer ( prepayment)

  • If you choose to pay by transfer in advance, your order will be processed as soon as we have received your payment. When making the transfer, please make sure to include your order number in the reference.
  • Depending on the bank, it may take between one and four working days until we receive your payment. The goods you have ordered will remain reserved for you until we have received your payment ( however, for a maximum of four days).
  • If you wish to return a watch, the corresponding value of the goods will be credited back to the bank account from which you transferred the amount.


Payment by instalments and financing

Please refer to the dedicated menu item for details on the conditions of an instalment payment.


Other payment methods

In addition to prepayment and financing, we offer payment by credit card and Paypal.


Can I pay on collection?

Payment upon collection of the watch is possible in principle, provided that the watch has already been refurbished (1-3 days delivery time). Payment by PayPal or credit card is available here.
Please note that payment on collection is currently not possible due to the pandemic situation.


Shipping.

How will my watch be shipped?

We ship your watch insured by UPS Express. From the time the watch is made available by our master workshop and after it has been handed over to UPS, it usually takes 1-2 working days for the shipment to reach you. For shipments to countries outside the EU, longer delivery times are to be expected. We will inform you by e-mail when the shipment arrives and send you the shipment data for tracking purposes.


How is the watch packaged?

We pack the watch very carefully in a neutral box. It is not apparent from the outside what the value of the shipment is. However, please make sure that you are personally present at the time of delivery to receive the package.


Can I pick up the watch in person?

It is of course possible to collect your luxury watch in our offices as soon as it has been provided by the workshop. Please inform us by e-mail or phone after placing your order that you would like to collect the watch in person. We will contact you as soon as the exact delivery date has been set and arrange a date for the personal handover with you.
Please note: Please remember to bring a valid identification document.
In addition, we ask you to strictly adhere to the currently applicable health and hygiene measures for your safety and ours.


International Orders

Do you also deliver abroad?

Watchmaster does ship abroad, however we currently only accept bank transfers for international orders from outside the EU. If you are an international dealer and would like to buy or sell a watch, please call us on +31 (0)20 8080 715 and we will be happy to help.


Do you have to pay additional import duties for deliveries abroad?

Watchmaster offers completely free and duty-free delivery to all EU countries. However, if ordering to a non-EU country, you may incur additional import duty charges, which vary by country. Please check with our customer service team at +31 (0)20 8080 715 for the exact amount.
Please also note the possibly extended delivery time.


Returns

Right of withdrawal: If you are not satisfied with the delivered goods or do not wish to keep them for other reasons, you can withdraw your purchase at any time within a period of 14 days by contacting us in writing. We will then be happy to send you all the return documents so that you can send the watch back to us insured for its value. You will then be refunded your purchase amount after the inspection in our workshop.
Further details on the right of withdrawal can be found here.


Selling your watch

Appraisal

How do I find out how much my watch is worth?

To get an initial value, simply fill out our form. Here you only need to indicate which model it is, whether box and papers are present, and the general condition of your watch. After submitting the form, this data will be made available to our Watchmaster experts. They will use your information to determine an initial value for the watch.


Why do I have to upload a photo of my watch?

We need a photo of your watch to be able to give you as accurate an estimate as possible. The reference number alone cannot tell us the individual details (e.g. the colour of the dial). For this reason, we need a photo to best determine the exact model and characteristics of your watch.


Selling process.

How do I sell to Watchmaster?

To sell a watch, please complete the sale form in full. Once submitted, your enquiry will be sent to our team of experts. They will review the information and let you know if we would like to purchase the watch and at what price (subject to a final inspection). If a trade agreement is reached with Watchmaster, the watch will be transported to us insured for its value. Upon receipt, the watch will be examined by our experts in the original. Following this standardised procedure, we will inform you whether we wish to buy the watch and at what price. To sell your watch, you only have to accept our offer. At this moment, we directly trigger a payment to you. This completes the sales process for you.


What can I sell on Watchmaster?

You can sell luxury watches of all kinds with us. We don't specialise exclusively in one brand or particular models - quite the opposite: we pride ourselves on being able to offer our customers an extensive and varied range. Simply make an enquiry and we will let you know if a sale is possible and, if so, at what price (subject to final inspection of the watch). However, Watchmaster reserves the right to refuse certain brands.


The buying process: Step by step.

What happens after I have entered the data of a watch in the purchase form and clicked on submit?

Once you have sent us your request, your watch's details will be sent directly to our team of experts. They will review the information provided and provide you with an initial price for which we would purchase the watch.


When will I receive an offer?

After we have received the watch, you will receive an offer within 24 hours at what price we will buy your watch. We will contact you by phone or e-mail.


What are the next steps if I decide to sell?

After inspection by one of our certified watchmakers, the offer will either be confirmed or amended to reflect the condition. If you decide to sell, you need do nothing more than accept the offer. At that moment, payment will be triggered directly to you.


When do I get my money?

If you sell directly to Watchmaster, we will transfer the money to you immediately after you have accepted the offer.


What are the advantages of selling on Watchmaster?

At Watchmaster you benefit from numerous advantages, because you get everything from one source: With us you get an immediate value assessment, we take care of a final price for your watch - and all that free of charge. We calculate the purchase prices of the watches fairly and in line with the market, as we have access to a large number of comparative offers and the entire valuation process is standardised - a service that you will not find elsewhere. All you have to do is provide us with the watch - it couldn't be more convenient!


How long does it take to process a sales enquiry via the form?

You will receive a response to your enquiry within 24 hours - either by email or telephone. If we need further information, we will get back to you. If you subsequently decide to send in your watch, we will give you feedback within 24 hours of receipt to let you know the final price.


Who will process my request?

Your enquiry will be handled exclusively by our experts. These are qualified watchmakers and our trained service team. They all bring with them many years of experience in watchmaking and work according to standardised processes in order to process your enquiry professionally and always offer you a price in line with the market.


Purchase procedure

Who sets the final selling price for my watch?

To receive a final price, all you have to do is send us your watch. Our experts will then determine the price based on the quality, condition, presence of box and papers and the current market situation. We use a standardised procedure to ensure that all watches are judged according to the same criteria and that fakes are detected immediately. In this way, we ensure that no arbitrary appraisals occur, but that a standard market value is determined.


What documents do I need when I send in the watch?

No specific documents are required, however, all documents can add value to your watch! Therefore, please add all documents you can provide (purchase contract, warranty card, invoices for inspections or repairs) in order to increase the value to its maximum. The submission of the original box helps to increase the value of your watch as well.


What will be done with my watch after it has been sent in?

As soon as we receive your watch, the receipt is registered in our system and you will be informed immediately. The watch is then first inspected and checked externally. This is followed by a detailed inspection, which is only carried out by a certified watchmaker. These watchmakers are authorised by the manufacturers to examine watches of the respective type. In this way, we ensure that no damage occurs. After this process has been completed, we will inform you of our offer by telephone or e-mail. Now you can decide whether you want to accept this offer or wish to have your watch returned.


By whom is the watch checked?

All watches are tested only by certified watchmakers. These watchmakers are authorised by the manufacturers to examine watches of the respective type.


How does Watchmaster ensure that the watch is not damaged or documents are lost during Watchmaster's inspection?

As soon as your watch arrives, its receipt is registered in our system and you will be informed immediately. The opening of the consignment is monitored so that the contents of the package can be properly documented. In addition, all components of the consignment are recorded in our system. The watch is then first inspected and checked externally. This is followed by a detailed inspection, which is only carried out by certified watchmakers. These watchmakers are authorised by the manufacturers to examine watches of the respective type. In this way, we ensure that no damage occurs.


Does a contract come into effect when I fill in the sales form or send in the watch?

The contract of sale is only concluded when both parties reach a commercial agreement. Only when you accept our final offer do you commit to selling the watch to or through Watchmaster. You will receive the final offer after the watch has been inspected by our master workshop.


What happens if I decide not to take up Watchmaster's offer?

If you decide against our offer, the watch will be returned to your address. In this case, Watchmaster may charge for the cost of insured return shipping and inspection of the watch, according to industry practice.


What do I do if I don't want to sell my watch after all?

If you have only completed the sale form and received an initial valuation from us, you do not need to do anything further. If the watch has already been returned and inspected, Watchmaster reserves the right to charge you for the cost of the insured return and inspection of the watch.


I have agreed to the sale. Can I withdraw from the decision?

If you have decided to sell by accepting our final offer, you are bound by that decision. Watchmaster cannot cancel any sales contracts.


Online financing with our partners

Our Financing Partner for UK Customers: V12 Retail Finance

V12 financing

Finance up to £15000 for up to 48 months at 9.9% APR Representative. A minimum of 10% downpayment is required. Based in Cardiff, V12 Retail Finance has been specializing in online finance for the past 10 years, through their long-term dedicated funding lines.

Finance options:

Interest Free Financing

An interest free financing is available for 6 or 12 month runtime.


The repayment results below are for guidance only

Cash Price £1,495.00
Deposit Ranges between 10-50%
Total Charge for Credit £ 0.00
Total Amount Payable £1,495.00
Representative APR 0.0%
Rate of Interest 0.0% PA Fixed

Classic Credit 24 months 9.9%

Cash Price £1,495.00
Minimum Deposit £149.50
Loan Amount £1,345.50
24 x Monthly Repayment £61.77
Total Charge for Credit £136.98
Total Amount Payable £1,631.98
Representative APR 9.9%
Rate of Interest 5.08% PA Fixed

Classic Credit 36 months 9.9%

The repayment results below are for guidance only

Cash Price £1,495.00
Minimum Deposit £149.50
Loan Amount £1,345.50
36 x Monthly Repayment £43.09
Total Charge for Credit £205.74
Total Amount Payable £1,700.74
Representative APR 9.9%
Rate of Interest 5.09% PA Fixed

Classic Credit 48 months 9.9%

The repayment results below are for guidance only

Cash Price £1,495.00
Minimum Deposit £149.50
Loan Amount £1,345.50
48 x Monthly Repayment £33.80
Total Charge for Credit £276.90
Total Amount Payable £1,771.90
Representative APR 9.9%
Rate of Interest 5.13% PA Fixed

Watchmaster ICP UK LTD is registered in England and Wales. Company number: 9795927 Registered Office: Oak House, Tanshire Park, Shackleford Road, Elstead, Surrey, GU8 6LBLG United Kingdom. Watchmaster ICP UK LTD acts as a broker, not a lender, and only offers credit products from Secure Trust Bank PLCtrading as V12 Retail Finance. Watchmaster ICP UK LTD is authorized and regulated by the Financial Conduct Authority. Our Vat number is 233 5428 21. Credit provided subject to age and status.

Watchmaster is authorised and regulated by the Financial Conduct Authority. Our registration number is 751380. Credit provided subject to age and status.

Am I eligible for financing?

  • Any United Kingdom resident 18 years or older is eligible to apply for V12 Financing.

What's the required information?

  • Your UK bank account details.
  • EU or UK passport/ID card. NON-EU citizens need a work permit and registration documents too.
  • Proof of a steady income or pension.
  • Your Debit Card details for the downpayment.

How do I apply for financing?

  • Add a single watch of up to £15000 (or £30000 if you're ready to make a down payment) to your cart and register or login.
  • Set shipping and billing to the United Kingdom address where you're registered.
  • Select V12 Financing as your payment method.
  • Confirm order. Fill in the V12 Financing application form.
  • Get an approval or refusal of your online financing application.

When do I receive my order?

  • We'll process your order, as soon has your instalment is approved. Your watch will arrive within the delivery timeframe shown on the detail page at the time of your order.

What are the available runtimes?

  • 12, 24, 36, 48 months.

Why am I asked for a down payment?

  • A minimum deposit of 10% is required by out finance partner.

What happens if I've been refused and still want to buy the watch?

  • If you'd still like to get financing, try making a higher downpayment and/or selecting a smaller financing timeframe and resubmit your application. When the borrowing amount and timeframe are lower, the acceptance threshold tends to get less stringent. You can also purchase the watch and pay with PayPal, Credit Card or bank transfer. Or trade in a watch you already own. Give us a call and our concierge service will gladly help out.

What if someone else wants to finance my watch?

  • The person applying for V12 financing should also order the watch from Watchmaster.

How do I cancel my financing?

  • In regards to the purchase contract, your legal right of withdrawal that begins with reception of the goods remains untouched. When you withdraw from the purchase contract, the financing contract will automatically be rendered void too. For further information, please see the cancellation terms.

How can I get in touch about my installments?

  • Reach us via phone +31 (0)20 8080 715 or email at v12@watchmaster.com .

What should I do if an error message occurs?

  • The V12 application is compatible with the browsers Internet Explorer, Mozilla Firefox and Opera, Safari and Google Chrome. Please make sure that you use one of these browsers. If you still get an error message, please contact V12's customer support.

Online financial purchase with TARGOBANK (only for customers in Germany)

About TARGOBANK

TARGOBANK AG & Co. KGaA, Kasernenstraße 10, 40213 Düsseldorf (hereinafter "TARGOBANK"). TARGOBANK has been part of the French Crédit Mutuel banking group since 2008. In cooperation with our partner, we offer you favourable financing options as well as good and uncomplicated service.
TARGOBANK is a retail bank with many years of experience in the financing business.


Make a dream come true with affordable financing

ome wishes just cannot wait. Because of that we offer with our financing partner the TARGOBANK a financing solution starting from € 99 at an affordable interest rate without having to make an initial deposit.


Your advantages at a glance:

  • Simple and convenient payment by instalments
  • .
  • From as little as €10.00 per month
  • Flexible terms between 6 and 60 months


Prerequisites for financing

The basic requirement for approval of online financing is a positive credit check by TARGOBANK. In addition, the following requirements must be met:

  • Legal age.
  • Employment is not terminated.
  • Main residency within Germany.
  • Delivery only within Germany.
  • Customer and financing applicant have to be identical. Shipping and billing address can be different.
  • Starting at € 3.000 financing value you have to provide a copy of your current income statement and a copy of your state issued ID as well as the credit contract.
  • Starting at € 5.000 financing value you have to also provide a copy of the last 3 income statements next to the copy of your state issued ID.
  • In order for TARGOBANK to book the monthly installments you need to have an account with a bank which is based in Germany.
  • Customers who are not EU residents have to provide always a copy of their residence and work permit as well as a "Meldebescheinigung".

How an order with financing works

When you have to choose the payment method during the checkout process, please choose "TARGOBANK Online Financing" and finish the order. Once the order has been submitted you receive additional details how to successful complete your order:

  • Print out the whole contract.
  • On the first page of the contract you'll find a check list of all necessary steps.
  • Please sign the contract at the positions which are marked red.
  • A so called Postident-Coupon will be printed with the contract.
  • You need to legitimize yourself at a German Post service station.
  • In order to do that you need to bring the signed contract with all mentioned copies and an envelope. Together with the envelope also bring the Postident-Coupon and a valid ID or passport to the German Post service station.
  • The German Post will confirm your identity and will send all documents for a final check to our partner the TARGOBANK.
  • After a successful check and the confirmation of your financing request the TARGOBANK will pay the full invoice amount to us.
  • When the payment reaches Watchmaster ICP GmbH the ordered products will be shipped as soon as possible.

If you have any questions regarding your financing, you can call TARGOBANK any time. You can reach the TARGOBANK team under this number: 0 180 3 / 99 44 009 (0,09 EUR/min by land line of the DTAG, max. 0.42 EUR/min from within German cell phone network). Next to financing the TARGOBANK also offers an extensive product and service portfolio. Your can find more information on www.targobank.de.

Terms of cancelation

Details about the terms of your right to cancel within 14 days you can find in your financing contract.

Instalment purchase by easyCredit (only for customers in Germany)

Address of the provider

Ratenkauf by easyCredit
TeamBank AG Nürnberg
Beuthener Str. 25
90471 Nürnberg


Flexibility

  • Complete repayment possible free of charge
  • .
  • Special repayment possible free of charge
  • .
  • Change of the instalment collection date (01. or 15.) possible free of charge
  • .


Security

  • Suspension of one instalment within 6 months possible
  • .
  • Temporary rate reduction possible
  • Permanent rate reduction possible by extending the term
  • .


Purchase amount and retail price

  • 200 to 5,000 € per purchase
  • Per customer max. 12,000,- € current liabilities (depending on creditworthiness)
  • .
  • No processing fees
  • Installment collection 30 days after delivery at the earliest
  • .


Runtime

  • 6 to 36 months (3-month increments selectable)
  • Minimum rate 20.00 €


Financing with Creditplus (only for customers in Germany)

Address of the provider

CreditPlus Bank AG
Augustenstrasse 7
70178 Stuttgart
Germany


Flexibility

  • Complete repayment is possible (please contact CreditPlus).
  • Special repayment is possible (please contact CreditPlus for this)
  • Change of the instalment collection date (01. or 15.) is possible for a fee
  • .
  • Rate reduction possible (please contact CreditPlus for this)


Security

The suspension of an instalment is generally possible for a processing fee.


Purchase amount and end customer price

  • 150 to 50,000 € per purchase
  • .
  • No processing fees in connection with the loan application or disbursement
  • .
  • The first instalment is due in the month in which the loan is disbursed
  • .


Runtime

  • 6 months at 0 % p.a.
  • 10 to 24 months at 3.99 % p.a.
  • 36 to 72 months at 5.99 % p.a.


Vouchers

Redemption

How to redeem a voucher?

Enter your voucher code at the checkout on the confirmation page.


Voucher "WMBook" or "WMWinder"

Scope of services and conditions of the vouchers "WMBook" and "WMWinder"

  • When using the voucher "WMBook" you will receive a free copy of "The Watch Book II" by Gisbert L. Brunner (while stocks last)
  • .
  • When you use the voucher "WMWinder", you will receive a free watch winder (while stocks last).


Conditions:

  • Only 1 voucher can be redeemed per order.
  • The vouchers cannot be combined with any other discount code or voucher.
  • The voucher can only be redeemed when purchasing a watch from Watchmaster.
  • The voucher is not redeemable for cash.
  • The voucher is only redeemable at Watchmaster ICP GmbH.
  • The free item (book or watch winder) will be sent upon successful order after the refund period for the purchase has expired.
  • Vouchers are only valid while stocks last.
  • Watchmaster has the right to end the voucher promotion and void the vouchers at any time.
  • Any items pictured to promote the voucher campaign are representative in nature only and do not necessarily show the product being shipped.
  • Entering a voucher does not entitle you to receive a book or watch winder.
  • In case of conflict, only the German version of these terms and conditions shall apply.


Service Voucher "WMService"

Scope of service:

  • The voucher can be redeemed when purchasing one of the Watchmaster service packages "Basic, Premium or Executive"
  • .


Conditions:

  • The validity period of the voucher is 24 months after issue.
  • The voucher is only valid for watches purchased from Watchmaster.
  • No cash payment of the voucher is possible.
  • An appointment must be booked in advance.
  • The voucher can only be used in conjunction with one of our "Basic, Premium or Executive" service packages.
  • Only 1 "WMService" voucher may be used for the purchase of a service package.
  • The voucher is only redeemable at Watchmaster ICP GmbH.


You can't find the answer to your question here?

Email us directly at info@watchmaster.com. Your enquiry will be dealt with by our staff as soon as possible.




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