Need Help?

Frequently Asked Questions

Delivery + Returns

Delivery

UK Mainland DELIVERY

FREE standard UK mainland delivery (3-5 working days) on orders over £50.

£3.95 standard UK mainland delivery (3-5 working days) on orders under £50.

£5.95 Next Day UK mainland delivery. (Please order before 12pm Monday – Friday for next working day delivery, excluding bank holidays). 

UK Mainland orders are shipped via Royal Mail or DPD local. These services are tracked and signed for. You will receive an email or text once your order has been despatched with tracking details. If there is no-one in to sign for your delivery, our courier will leave a card with details of what happens next. Although we try our best to minimise any delays in our delivery service, unfortunately we cannot guarantee delivery times.

 

 

EUROPEAN DELIVERY

€10 standard delivery (3-7 working days) to Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Greece, Republic of Ireland, Italy, Liechtenstein, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden and Switzerland.

European orders are delivered by DPD Local or the local delivery company in each destination country. These services are tracked and signed for. You will receive an email or text once your order has been despatched with tracking details. If there is no-one in to sign for your delivery, our courier will leave a card with details of what happens next. Standard delivery normally takes 3 - 7 working days, excluding weekends and public holidays. Although we try our best to minimise any delays in our delivery service, unfortunately we cannot guarantee delivery times.

 

 

INTERNATIONAL DELIVERY *available on watches only

$10 standard delivery on watches (3 – 10 working days) to Australia, Canada, Japan, New Zealand, Saudi Arabia, Singapore, United Arab Emirates and the United States.

Please note: we are only able to deliver watches to international destinations, unfortunately we are unable to ship clocks outside of Europe at this time. We apologise for any inconvenience.

International watch orders are delivered via Fedex. This service is tracked and signed for. You will receive an email once your order has been despatched with tracking details. If there is no-one in to sign for your delivery, our courier will leave a card with details of what happens next. Standard delivery normally takes 3 – 10 working days, excluding weekends and public holidays. Although we try our best to minimise any delays in our delivery service, unfortunately we cannot guarantee delivery times.

International Import Duties and Taxes

We ship to all countries outside of the EU on a Delivery Duty Unpaid basis. This means that the recipient will be responsible for any local sales taxes or import duties which may be charged on the purchase. Please note taxes and duties are not applicable for USA orders under 1000 USD and Australian orders under 1000 AUD.

 

Returns

We hope that you are delighted with your Newgate purchase. However, if you wish to return part or all of your order, you can return item(s) within 30 days of delivery for a refund. Unfortunately, we are not able to cover the cost of return postage.

Items must be returned in their original, re-saleable condition. Once we have received your returns they will be credited to your original method of payment within 30 days (not including the original postage costs). 

If you have any questions or queries, please contact our Customer Services team who will be happy to help:

Email: hello@newgateworld.com

Call: +44 (0)1691 679 994

Toll free: 1 888 784 9321

Return instructions

  • Fill out the returns form enclosed with your delivery. If you did not receive a form, you can download one here.
  • Enclose the completed returns form with your unwanted item(s) and carefully package your return using both the Newgate-branded retail packaging AND the outer packaging your order arrived in, or in packaging that offers equal protection in transit.
  • It is very important that all items are returned in their original re-saleable condition, including the original packaging, or we may be unable to process your refund.
  • Use the self-adhesive labels on the returns form to address your parcel, or address to:

Newgate Returns, Unit 3 Glovers Meadow, Oswestry Shropshire SY10 8NH United Kingdom

  • Send the parcel from your nearest post office. We strongly recommend obtaining proof of delivery via recorded or special delivery, and ensuring your parcel is sufficiently packaged and insured, as we cannot accept responsibility for parcels that are lost or damaged in transit.
  • You will be notified by email once your refund has been processed.

 

Order issues

In the unlikely event that your order arrives damaged, an item is faulty, or you received an incorrect item, please let us know straight away.

Contact our customer services team who will ensure any problems are sorted out as soon as possible:

Email: hello@newgateworld.com

Call: +44 (0)1691 679 994

Toll free: 1 888 784 9321

 

VAT + Duty

Import Duties and Taxes

We ship to selected countries outside of the EU on a Delivery Duty Unpaid basis. This means the recipient will be responsible for any local sales taxes or import duties which may be charged on the purchase.

Please note taxes and duties are not applicable for USA orders under 1000 USD and Australian orders under 1000 AUD.

 

Orders

Cancellations

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase of any of our products within a period of 14 days, beginning on the day the item is delivered.

If you wish to cancel an order please advise us of your desire to do so by emailing hello@newgateworld.com and including your full name and order number, or return your items via the method detailed in our returns policy.

After notifying us of your wish to cancel an order you have 14 days to return the order to us.

Unfortunately we are not able to cover return postage. We strongly recommend obtaining proof of delivery via recorded or special delivery, and ensuring your parcel is adequately packaged and insured, as we cannot accept responsibility for parcels that are lost or damaged in transit. Please keep your proof of postage safe until you have received your refund.

 

Changes To Your Order

If you need to make any changes to your order after it has been placed please contact us as soon as possible at hello@newgateworld.com or call us on +44 1691 679994. Once we have processed your order unfortunately we will no longer be able to make any changes.

 

Stockists

You will find our full collection of watches and clocks online at www.newgateworld.com. We also supply a carefully chosen mix of bricks and mortar stockists across the world. To find your nearest stockist please get in touch at hello@newgateworld.com or call us on +44 1691 679994.

If you are a retailer or interior designer who would like to find out more about stocking or using Newgate products please visit our trade section.

 

Clocks

Care

We recommend always using quality, brand-name batteries in your Newgate timepiece. Make sure batteries are replaced regularly to maintain the optimum performance of your clock.

Ensure your Newgate clock remains dry and free from dust to keep your clock movement happy.

When altering the time on your clock always use the dial on the back of the clock. If your clock is open-faced do not move the hands on the front of the clock as this may damage the mechanism.

 

Guarantee

Our clocks are guaranteed for 12 months from the date of purchase. This does not include damage caused by misuse, tampering or battery leakage. 

If your clock has a defect within the warranty period we will, at our discretion and without cost to you, complete the necessary replacement of parts and/or rectify a fault or action any repair as identified by one of our fully trained technicians, or replace the clock for the same on a like for like basis.

All other rights resulting from the fault of our services are expressly excluded. This warranty gives you specific legal rights. You may also have other rights, which vary from country to country. In the UK nothing in this warranty will affect your statutory rights.

 

How To Hang A Wall Clock

The majority of our wall clocks are designed with a built-in metal or moulded acrylic bracket to enable them to hang directly from a securely fixed screw.

Some of our original wall clocks do not have this bracket and are designed to hang directly from their metal rims. In this case, please fix a screw securely into the wall with the screw-head angled slightly upwards towards the ceiling.

Please make sure you are using the correct wall fixing for the type of wall.

 

Service + Repair

We're passionate about lasting quality and design, but, in the unlikely event that you require advice on a damaged or defective clock, please fill in our repair form here or contact us at hello@newgateworld.com or on +44 1691 679994.

 

Watches

Battery Replacement

We recommend that watch batteries should be changed every 2-3 years by a professional watch repairer.

You can return your watch to Newgate for battery replacement. Please contact us at hello@newgateworld.com or call us on +44 1691 679994 if you wish to do so.

Watch battery replacement can be performed by a service provider other than a Newgate service centre without voiding your warranty, providing such replacement is (i) performed by an experienced and legitimate service centre, (ii) is not performed in a negligent manner, and (iii) is reassembled properly, including without limitation, replacement of gasket or L ring if necessary to achieve suitable water resistance. Newgate has the right to determine, at its sole and absolute discretion, if any such third-party battery replacement voids your warranty.

 

Care
  • To clean your watch please use a soft, clean and lint-free cloth to wipe off any dirt or water from the case and crystal.
  • Silicone and mesh straps can be cleaned with a damp cloth using mild soap and water and taking care to avoid submerging the watch in water.
  • Leather is a natural material and over time may darken, fade or change in colour. This is an attribute of leather and not a defect, fault or quality issue. To extend the life of your strap and avoid premature aging we recommend frequently applying a leather protector and taking care not to expose your watch to extreme conditions. Use a soft dry cloth to wipe off any light dirt from the leather band.
  • Suede and nubuck straps may need extra care to protect the strap and avoid damage. These straps are lightly sprayed with protector before they reach you which helps to protect them from exposure to water, such as light rain, and some mild dirt. We recommend treating them as you would a nubuck handbag or suede shoes and taking extra care when wearing these items. Respray your strap with a suede protector every few months. If the strap does get a little dirty use a soft, clean toothbrush to lightly brush the affected area in order to remove any dirt before lightly respraying with protector.
  • Avoid direct contact of your watch with any abrasive chemicals, for example, cleaning products, body creams, moisturiser, sprays or perfumes which may cause your watch & strap to tarnish.
  • Avoid exposure to extreme temperatures as this may adversely affect the time keeping of your watch and potentially damage sensitive components.
  • Our brightly coloured watches are finished with the best painting methods available, but particular care needs to be taken to avoid scratches and chips. We always recommend removing your watch for activities that may cause your watch to come into contact with other objects.
  •  

Guarantee

Our watches have a 2 year guarantee against defects in materials & workmanship. 

This guarantee does not cover discolouration or wear resulting from normal usage, such as; damage to the lens (including breakage or chipping), strap, clasp or case -  and parts thereof - from improper use, accidents or lack of care; water penetration through misuse; battery replacement; accidental damage or damage occurring from the attempted repair by an inexperienced or negligent third-party service provider.

If your watch has a defect within the warranty period we will, at our discretion and without cost to you, complete the necessary replacement of parts and/or rectify a fault or action any repair as identified by one of our fully trained watch technicians, or replace the watch for the same or on a like for like basis.

All other rights resulting from the fault of our services are expressly excluded. This warranty gives you specific legal rights. You may also have other rights, which vary from country to country. In the UK nothing in this warranty will affect your statutory rights.

 

Service + Repair

We're passionate about lasting quality and design, but, in the unlikely event that you require advice on a damaged or defective watch please contact us at hello@newgateworld.com and we can arrange for the return of your watch to our dedicated in-house service centre where it will be looked at by our fully trained watch technicians.

UK Service Centre
Newgate Watch Repair Centre, Unit 3, Glovers Meadow, Maesbury Industrial Estate, Oswestry, Shropshire, SY10 8NH. Please contact us at hello@newgateworld.com or on +44 1691 679994.

US Service Centre
J&J Watch Repair Inc. 900 Walt Whitman Rd LL14, Melville, NY 11747, USA. Please contact our authorized US Repair Center by filling in this online form.

 

Setting Time + Date
  • Once you receive your Newgate watch please remove the plastic protective film from the lens and pull out the plastic stopper from the crown to allow the watch to begin running.
  • Gently pull the crown out and away from the case. Turn the hands clockwise to set the time and then push the crown back in normal to its normal running position.
  • To set the date (if applicable), gently pull the crown out and away from the case. 1st position will alter the time and 2nd position will allow you to alter the date. Once the date is set correctly push the crown back in to its normal running position.
  •  

Strap Adjustment

  • To adjust the length of a mesh strap, take a small metal tool and use it to gently lever open the clasp through the small gap.
  • You will then be able to slide the clasp up and down the mesh strap to your required length.
  • Once you have moved the clasp to the required length push the clasp back down to secure it in place.
  • Bracelet straps can be adjusted by removing the bracelet links indicated on the back of the straps.This should be actioned by a professional.

 

Water Resistance

Please ensure you check the water resistance of your watch before bringing it in contact with water.

    • Water resistance is not a permanent feature of any watch. Water resistance is only 100% effective at the time of successful testing as many factors impact prolonged resistance to water.
    • Water resistance relates to the water pressure acting on the watch when it is static in water.
    • Exposure to light rain and high humidity is acceptable but avoid wearing your watch whilst showering, swimming, diving or during any activity at risk of water or abnormal heat exposure, as this combined effect may be detrimental to the watch seals.
    • ln the course of time, the gaskets of the case and crown may become worn and may reduce the water resistance of your watch.
    • Please ensure that the crown and buttons are fully pushed in towards the case before exposure to water, and are not operated when in contact with water.
    • Slight shocks applied to the crown or rapid temperature changes can damage the seals and impair the water resistance.
    • Fogging of glass may not necessarily indicate the entry of moisture, it can also be caused by extreme temperature changes. If this occurs, it is highly recommended to contact a specialist or our service centre.
    • The water resistance category refers to the watch case only. Exposure to water can damage certain strap materials - do not get suede, nubuck or leather straps wet.

 

Terms + Conditions

Newgate World - Terms Of Use

To read our full Terms + Conditions please click here.

 

Privacy Policy

Cookie Policy

To view our Cookie Policy please click here. 

 

Privacy Statement

To read our full Privacy Policy please click here.

 

Still Need help?

Contact Us

EMAIL US

For general enquiries please email: hello@newgateworld.com 

If you’re a current trade stockist or would like to become one, please visit our trade website at www.newgatetrade.com or email: sales@newgateworld.com

For press queries and access to high resolution images please email: press@newgateworld.com

 

GIVE US A CALL

We're here to help Monday - Friday from 9am - 5pm (excluding Bank Holidays).

Call us on +44 (0)1691 679 994.

 

WRITE TO US

Please write to our registered office address:

Newgate World, Unit 3, Glovers Meadow, Oswestry, Shropshire, SY10 8NH

 


REPAIRS

We're passionate about lasting quality and design, but, in the unlikely event that you require repairs to a clock or watch please fill in our Repair Form here.

 

Back to Top

As seen in:

Magento by GloverSure.

© Newgate 2018

x