Please use this resource to troubleshoot and fix your clock. In most cases, a clock can be fixed at home, by you, without ever having to be returned to Newgate saving you time and money.
My clock has stopped
This is the most common fault you will have with your clock. Usually you can tell it is a battery issue if the minute or second hand has stopped around quarter to the hour (pointing towards the 9). This is where the hands are at their heaviest and require the most power.
9 times out of 10 a clock that has stopped or is losing time is just the battery!
If you buy and use a full strength, powerful, new alkaline battery in your clock, it should operate perfectly.
If you grab a battery from “the back of the kitchen drawer” please consider whether the battery has enough power to drive a larger clock properly. If a clock is losing time or stopping this is nearly always an issue with the battery.
Fact – Quartz movements are simple and very reliable.
Fact – Nearly all slow or stopped clocks are caused by underperforming batteries.
Fact – Batteries in alarm clocks and small wall clocks will last much longer because they use a lot less power. But weak batteries can still cause issues.
Fact – Batteries in larger clocks use up batteries more quickly as the larger hands require more power because the hands are heavier to turn.Fact – Batteries in larger clocks need to be full strength.
Fact – A weak battery may operate a small alarm clock/TV remote control/radio/torch, but may cause a large wall clock to stop or lose time.
Fact – We carefully test any returned stopped or slow running clocks that are sent back to Newgate. 9 out of 10 work perfectly with a suitable battery.
Faulty quartz clock movements are actually very uncommon, so before going to the trouble of repacking and returning a clock, because it has stopped or is losing time, please ensure you exhaust the possibility that your battery is just not strong enough.
If you can see that the hands of your clock are touching, either each other; touching the glass; or touching the lens. This added friction could be causing your clock to lose time.
All is not lost though, and this can be easily fixed at home. Please follow the relevant disassembly and hand replacement guides that apply to your clock below.
How do I carry out my own repairs
With some of the issues you may come across with your clock, it may be possible to carry out basic repairs at home, without any specialist tools. In this section you will find disassembly guides for the three main construction methods used in our wall and mantel clocks.
We don't currently provide any guides to disassemble alarm clocks. Due to the nature of their manufacture and size, they can prove tricky to repair and should be disassembled at your own risk.
Use the other sections on this FAQ page to fix specific faults you may have with your clock.
Use this guide to disassemble your metal Newgate/ Jones clock, where the dial plate of your clock is held in with metal spring clips.
This guide explains the disassembly of a Newgate Putney but is applicable to a wide range of metal clocks such as; Putney, Luggage, Battersby, Master & Mr Edwards, Mr Butler, Jones Savoy
Use this guide to disassemble your Plastic Newgate/ Jones clock, where from the back of your clock you can see the dial plate of your clock is held in with screws.
This guide explains the disassembly of a Newgate Number One but is applicable to a wide range of plastic clocks such as Newgate's; Number One, Number Three, Westhampton and Box Office. Jones'; Ketchup, Mustard, Supper Club, Cocktail, Marvel, Heartbeat, Venetian, Sprite and many others.
Use this guide to disassemble your Plastic Newgate/ Jones/ Space Hotel clock, where from the back of your clock you will not see any screws holding it together. Instead small clips around the outer perimeter of the case hold the dial pan in.
This guide explains the disassembly of a Jones Tiger but is applicable to a wide range of plastic clocks such as Jones; Tiger, Penny, Jam, Studio, Housewarmer, Spin, Magazine, Moonlight and many others. as well as most Space Hotel clocks.
Use this guide to disassemble your Solid Wood or Engineered Plywood Newgate/ Jones clock.
This guide explains the disassembly of a 40cm Mr Clarke clock but is applicable to a wide range of solid wood or plywood clocks such as Newgate; Mr Clarke, Mr Architect, Wimbledon, Old Joe, General and Billingsgate. As well as the Jones Cabin clock
If your clock uses a different construction method not mentioned in any of the above guides, all is not lost. The same principles still apply regarding safety, protecting your clock and reassembly.
If in doubt, and you do not feel confident carrying out a repair, please feel free to contact us. Click Here
The hand(s) of my clock are loose/ misaligned/ have fallen off
This can happen when your clock is in transit to you, if it gets bumped when taking on and off the wall, or even in some circumstances if the time has been adjusted too aggressively. This can usually be sorted at home saving you the time and effort of returning your clock to us for repair.
Before you start, please make sure you have watched the guide on disassembling the style of clock that you own.
The glass in my clock is cracked/broken
If your clock's glass lens is cracked or broken due being knocked or dropped, all is not lost. Use the below guides to solve the issue
If you purchased your clock from newgateworld.com and it was damaged in transit, then please fill out the damaged item return form as soon as possible after receiving your damaged item. Click Here
If you purchased your Newgate/Jones/Space Hotel Clock from another retailer (E.G. John Lewis, B&Q, TK Maxx) then please contact the retailer with proof of purchase for them to remedy the situation.
If your clock is slightly older, then all is not lost. In an age of reduce, reuse, recycle, it is still possible to have your clock repaired.
The easiest and most cost effective way to have your glass fixed is to contact your local picture framing company. Most towns have them in the UK and they will have the ability to cut round glass to suit the aperture of your clock. This will reduce the risk of anything being damaged in transit by shipping your clock off to be repaired.
If visiting a local picture framer is not an option, then you still have the option of returning the clock to the Newgate Service Centre. Please watch the video below and fill out the form here. Click Here
I have exhausted all options and my clock still doesn't tell the time
It is very rare for a quartz movement to fail. On the rare occasion that it has, please fill out the form on this link to request a repair. Click Here
Clocks by their nature are fragile and easily damaged if not packaged correctly when shipped.
When shipping your clock, ensure you use enough packing materials to protect your clock, especially the glass. Always remember to get proof of dispatch when sending your clock to cover yourself should the clock get lost in transit.
Watch our guide below to see how to correctly package your clock for shipping.