Last updated on September 01, 2024

At Watches by Andrew, we understand that receiving your order in a timely and secure manner is crucial. Our Shipping Policy is designed to provide you with clear and comprehensive information regarding the shipping and delivery of your orders from our website, https://www.watchesbyandrew.com. This policy applies to all purchases made through our online platform and aims to ensure a smooth, efficient, and hassle-free delivery experience.

1. Order Processing and Shipping

• Processing: Our order processing time is 1-2 business days.

Please note: 

• • Processing refers to the entire process from the moment an order is placed until it is prepared and handed over to the shipping carrier. It includes receiving the order, processing it, packaging the items, and ensuring they are ready for shipment. Processing time is distinct from shipping time, which is the duration it takes for the shipped items to be delivered to the customer's address after leaving the fulfillment center.
  • Custom/Bespoke Builds: For fully custom builds or items that require significant modifications (i.e., those not listed on our website or requiring unique parts), processing times are extended. These bespoke builds generally require a processing time of 4-8 weeks as we need to source all parts and build the watch from scratch. We will keep you informed throughout the process and appreciate your patience with your personalized creations.
  • Vacation or Out-of-Office Notice: If there is a planned vacation or out-of-office period, the processing time may be extended. We will notify you of any delays through our website or email, and orders will be processed as soon as possible upon our return. We appreciate your understanding and patience during such times.
• Tracking Your Order: Once your order is dispatched, we will provide a tracking number. This enables you to monitor the delivery status and estimated arrival of your purchase.
• Worldwide Shipping: We ship to most countries around the world. If you are able to select your country during the checkout process, then we are shipping to your location. If your country does not appear as an option, please contact us for further assistance.
• Shipping Charges and Free Shipping: We offer free shipping to customers in the USA and Canada with no conditions—it's always free for our US and Canadian customers. For customers in other countries, shipping fees will apply based on the destination, weight, and other relevant factors. The total shipping cost will be clearly shown before you complete your purchase.

What Happens If My Order Is Delayed?

If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery.

I entered the wrong address at the time of checkout. Can I change it?

If the order is still in the processing phase then we can still change it. Please contact us at  andrew@watchesbyandrew.com as soon as possible. However, if the order is already shipped then we can’t do anything in that case. 

My order should be here by now, but I still don't have it. What should I do? 

Before getting in touch with us, please help us out by doing the following:   

• Check your shipping confirmation email for any mistakes in the delivery address 
• Ask your local post office if they have your package 
• Stop by your neighbours in case the courier left the package with them   

If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at andrew@watchesbyandrew.com with your order number.    

Note:  It is recommended that customers provide a secure delivery address, such as their home or place of employment, to prevent lost or stolen parcels.

How do I track my order? 

You will automatically receive a tracking link via email when your order is shipped. If you have any questions about your tracking or shipment, drop us a line at andrew@watchesbyandrew.com.  

Will I be charged customs for my order? 

We are committed to providing excellent service and support for our global community of watch lovers. With that being said, international shipping can be complicated so we want to provide you with as much information as we can. If after reading all of this, you have specific questions, please contact us and we'll be happy to help you.

International shipments may be subject to import taxes, duties, and/or customs fees. These fees are the sole responsibility of the recipient. If a shipment is refused, you will be responsible for any import taxes and/or return shipping costs incurred by us and/or cost of the item in the case the item is not returnable (as in the case for international shipments). These fees are specific to the destination country. Please contact your local customs office for the latest import fee schedule. The shipping and handling fee applied by us at checkout does NOT cover any duties, taxes, or brokerage fees. Please be prepared to pay these fees when your package is delivered. If the package is refused and/or returned to us, all customs charges or fees will be charged to you. For more details about import fees, check out the ‘International Duties, Taxes, and Other Fees’ section below.

Sometimes your country's customs department will require additional information in order to clear your shipment for delivery. If they ask you for an invoice or commercial invoice, you can find a copy of that in your email inbox. If you need further assistance, please contact us.

2. Disclaimer

• We reserve the right to exercise discretion and may choose not to process or ship any order.
• We do not offer shipping to multiple locations per order.
• All orders are processed and shipped on business days, excluding weekends and holidays.
• For security reasons, we do not deliver to incomplete recipient information or unidentifiable addresses.
• Watches by Andrew is not liable for shipping or delivery delays caused by natural or uncontrollable events.
• We are not responsible for courier-related delays, such as customs clearance, as they are beyond our control.
• Transit time does not include Saturdays, Sundays, or holidays. 

3. International Duties, Taxes, and Other Fees

Shipping Cost: This is the cost charged by us at checkout to cover the cost of the shipping method you select for your order. Unless explicitly stated in writing by our representative, it does not cover any of the following:

• Duties and Taxes: These are applied by your country's customs department based on the value and characteristics of whatever is being imported. Every country has its own unique regulations and procedures.
• Brokerage Fees: These are charged by a company to facilitate transactions between buyers and sellers. The brokerage fee is charged for services such as negotiations, sales, purchases, delivery, or advice on the transaction. In the case of importing shipments, brokerage companies often serve as the means by which the shipment is cleared through a country's customs and border protection department. These services often can incur a fee. Depending on a country's customs clearance procedures, a brokerage company will take care of the paperwork and deal with the hassle of importing a package. In some countries, you can avoid these brokerage fees by clearing the package yourself at a customs facility. Check your country's customs laws and see if it's possible. You can also contact the shipping carrier and ask if you can clear the package yourself. Be sure to have your tracking number for them to reference.

• Ancillary Fees: These are extra fees applied by the shipping carrier. These fees can include things like storage fees, expedited clearance fees and fees for having to correct customs documentation. Your customs bill should have a breakdown of what the fees are if they are applied. Most shipments don't incur hefty ancillary fees, but you should check how certain shipping carriers handle ancillary fees.

4. Questions

If you have any questions concerning our shipping policy, please contact us at: andrew@watchesbyandrew.com.