Are the watches genuine? All our watches are 100% genuine supplied straight from manufacturer.
Do the watches come with warranty? All the watches sold on the website comes with 2 years movement warranty, labour & parts. If there is a mechanical fault with the watch movement we will repair or replace the watch. Warranty does not cover accidental damage, water damage, strap, loss of stones or the plating/colour. If you need to make a warranty claim please get in touch with us and we will assist you. Warranty repairs will take 5-28 days depending on the fault. If a warranty claim is made within 28 days of purchase we will cover all postage costs. However if a warranty claim is made after 28 days, the customer is liable for postage costs. As of January 1st 2019, we no longer stamp the warranty booklets.
Do you offer next day delivery? Yes, we do. Next day delivery is an additional £7.99 at checkout. If the order is placed before 2pm we will ship the watch the same day and it will be delivered the following working day. If the order is placed after 2pm the watch will get dispatched the following working day. We do not offer guaranteed Saturday delivery. If the order is placed on Friday before 2pm delivery is not guaranteed until the following working day. Next day delivery is only available to UK customers.
Does AlanFrostCOM deliver internationally? Yes we do. We offer worldwide shipping.
Can I have a watch delivered to a different address rather than the billing address? Yes, when checking out please select which address you would like it delivered to. You will be then taken to merchant payment and you will have to reconfirm the delivery address. If you do not reconfirm the delivery address it will be sent to the address on merchant checkout.
Who will AlanFrostCOM use to ship my new purchase? Royal Mail is our shipping partner for all deliveries. We send all items either by 1st Class Recorded Delivery or Next Day for extra fee. For international orders we use International Signed, International Tracked or International Tracked & Signed.
Do I have to pay import charges if I am not in the UK? Customers in the EU may pay import duties. However we doing all the best for avoid any extra charges. Customers outside the EU please get in touch for more info.
I need someone else sign for my delivery, is that ok? Yes, anyone at the specified delivery address can sign for your parcel.
What cards can I pay with? We accept VISA, MASTERCARD, DELTA, SWITCH, SOLO, MAESTRO and VISA ELECTRON. We also accept PAYPAL.
Will I get any confirmation that my new purchase has been successful? If your payment is authorised, you will be presented with a confirmation statement from PayPal and then returned to our final statement page where a summary of your order details and payment is available for you to view and print for your records. You will also receive an e-mail within a few minutes confirming your order.
What if for any reason my payment is declined? If Paypal or Pay by Card cannot get authorisation from by your bank or card issuer, you will be returned to the final statement page where you will be presented with the reason for your card being declined. You will be given the opportunity to enter different/alternative card details and continue with the purchase or terminate the transaction.
The item I ordered is now reduced. Can you refund me the difference? Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.
I am experiencing Technical Problems! What should I do? Please email firstname.lastname@example.org to report this problem and our technical team will fix it and get back to you.
I want to change or cancel my order, can I do this? Once your order has been shipped, it’s not possible for you to change or cancel it, but you can refer to the returns policy to return the item. If the item has not been dispatched we can issue you a full refund and cancel your order.
There is a chance that there may be nobody in when you deliver my parcel. What will happen to it? Royal Mail will leave you a card informing you that delivery has been attempted. On this card will be details of a local post office where your parcel will be held for 14 days. You will need identification and the card to collect your parcel.
When will my order arrive? Standard Delivery Orders: We aim to deliver Standard Delivery orders within 24-48 hours. For international orders in the EU, will take 3-7 working days, however it may get delayed if held in international customs, in the event of that we ask you to wait up to 28 business days before we can offer a refund or reshipment.
How do I know if my order has been shipped? Once your order is displayed as ‘Shipped’ please remember to allow up to 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is ‘Shipped’ before contacting us at www.myalanfrost.com
Do the products look exactly as they look on the picture? Please note the use of images on our website are for illustrative purposes only, designed to give you the consumer an idea of how the products will look. For all intents and purposes, we make every effort to display the products accurately. However, we cannot guarantee that your device’s display will accurately reflect the products. The products delivered to you may therefore vary slightly from the images you see on our website.
Do you offer a free link removal service or engraving? We offer a link removal service however we can have the links removed for you by our local jeweller for a small fee all depending on the watch if we remove the links the watch cannot be returned back for a refund. If the item is defective we will have the defective parts replaced. We do not offer engraving service, if you engrave the watch it will void the 2 years warranty.
I don’t like my new purchase and I want to return it, what do I do? Please see our returns policy on the returns section of the website.
I received the wrong item, what can I do? If the item you received is not the one you ordered, please accept our apologies in advance. You will be able to obtain an exchange or refund. Please click here for our returns policy. Upon receipt and verification of the item, we will refund or exchange the item.
How long will it take for my refund to be processed? Please allow 24-72 hours working days for your parcel to get to us. Once we have processed your refund we will send you an email to notify you this has taken place. The email will be sent to the same email address as your Order Confirmation email was sent. Please allow a further 2-3 working day`s after receiving the refund confirmed notification email for the funds to be credited to your account. We have no control over this time frame. It is completely dictated by your bank/card issuer. Please note the refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will contact you.
Can I return my unwanted order to your distribution centre in person? No, for security purposes, we are unable to accept any orders returned to our distribution centre or any of our offices in person, all returns have to be booked in by us and we will supply the returns address, we recommend you use a tracked and signed for service to return back the item.
Do I have to pay for the postage when I return my item? If you are returning an item(s) to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please click here for our returns policy. Please note the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods. It is also important that you obtain proof of posting from the Post Office when returning your item to us.
Why my delivery charges not refunded? The Delivery charges that you originally paid to have your order delivered to you are non-refundable. The postal service delivered the order and this service has to be paid for. You will be refunded the full value of the item(s) returned less the delivery charge. If you chose free delivery and wish to return the item back to us we will deduct the postage cost we paid to dispatch your item, normally it costs £4.50.