Delivery Information
What is the estimated time of delivery?
UK Deliveries - We offer Free Next-Day UK Delivery with Royal Mail Tracked 24. Please Note: This is not a guaranteed service. 24 hours is an estimate.
International Deliveries - Free delivery usually takes 10-15 working days. Please allow 30 working days as this is not a fully trackable service.
You can upgrade for a fee for a quicker, fully-tracked service.
We do our best to dispatch all orders on the same day they are placed (if placed before 5pm GMT), however, we perform manual fraud checks on all our orders, these help to protect both you, and us, and can sometimes mean orders can be slightly delayed.
Please note that we do not operate on weekends, bank holidays, or public holidays, therefore your order will be dispatched on the following working day.
How much does delivery cost?
We offer free standard UK delivery on all our orders. International Delivery is £9.99 as standard. You can upgrade to Special Delivery for a fully tracked service. Please read our Delivery Information page for more information.
Do you deliver to PO addresses?
No, we do not deliver to PO addresses. Orders placed with a delivery address to a PO Box, airports, and any other similar non-residential addresses will be rejected.
Returns and Refunds
What is your returns policy?
Unwanted Goods
We offer an extended 30 days to return any unwanted goods to us for a refund. More information can be found on our Returns & Refund Policy page.
Fautly or Incorrect Items
For faulty or incorrect items please contact us by email to inform us and send back the product within 14 days of the dispatch date of your order with a description of the problem.
If I don't like the item, can I return it?
Yes, you can return unwanted goods. Please note that there may be an additional fee in the event of missing or damaged packaging. Please visit the unwanted goods section of our Returns & Refund Policy for more information
Will my return postage be refunded?
We do not offer free returns for unwanted products. We will refund you the cost of the return postage only if the item was faulty upon delivery or if we have shipped the wrong item to you in error.
For the UK and most EU countries you can print off a prepaid label. If you do not use a prepaid label, the maximum amount we will refund is below. You can do this in your account. For the rest of the world, we will refund your return postage once the item is back with us. Please email us your returns receipt. Please note that the maximum amount we can return is as follows:
- Returns from the UK: max £7.50
- Returns from the EU: max £20
- Returns from the rest of the world: max £25
Please note that we will refund the GBP equivalent and that exchange rates are out of our control.
What product(s) can't be returned?
If any adjustments, for example, bracelet resizing, are made to personalise your product(s) you may NOT return the item. This is because a bespoke item has now been created by or for you and the item can no longer be sold as new. If the item is faulty and adjustments have been made, each case will be looked at individually before an offer of refund or exchange is made.
Please read our full Returns & Refund Policy page to find out more.
I received the wrong item. What happens now?
We are sincerely sorry if this has happened. Please Contact Us immediately and we will endeavour to resolve this issue for you as soon as possible.
Where do I return an item to?
Please send any items to our Returns Address:
Thomas Tompion
PO Box 2044
Croydon
Surrey
CR90 9JW
Please remember to Contact Us before you return an item.
When will I be refunded?
Refunds will be processed once we have the item back in our main warehouse. It can take between 3 to 5 working days from the day of the refund for your payment to show up on your statement, depending on who you bank with. Please be aware that international return can take up to 8 weeks for unsuitable returns using our label to return to us.
Products
What is the warranty policy?
Thomas Tompion watches are covered by a 2 year limited movement warranty. For more information, please vist our Warranty Information page.
What does "85x120 Strap Length(mm)" mean in the product description?
The strap length "85x120 mm" refers to the two parts of the watch strap:
- 85 mm is the length of the shorter side (with the buckle).
- 120 mm is the length of the longer side (with the adjustment holes).
Together, the total length of the strap is 205 mm (85 mm + 120 mm). This helps you know if the strap will fit your wrist comfortably.
Do you adjust straps or offer engraving?
No, we do not offer a strap adjustment or engraving service.
Will the images on the website be correct?
We aim to have images that match the original product as much as possible. The colour may vary slightly depending on your device due to different display technologies and screen resolutions. Colours can also look different in lighting during photography.
The item I received looks different to the image online?
We aim to have images that match the original product as much as possible. Slight design changes are sometimes made. This happens rarely. This includes small adjustments like logo changes or baton designs. If your product does not match our online image, please contact us here.