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. You can usually tell it's a battery issue if the minute or second hand has stopped around a quarter to the hour (pointing towards the 9). This is where the hands are heaviest and require most power.
Nine times out of ten when a clock has stopped or is losing time it's 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.
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 wear out more quickly as the bigger, heavier hands require more power 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 or 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.
Faulty quartz clock movements are actually very uncommon. 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 not strong enough.
If you can see that the hands of your clock are either touching 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
For 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 or 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 and Jones Savoy.
Use this guide to disassemble your plastic Newgate or 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 from the Newgate range including the Number One, Number Three, Westhampton and Box Office, and from the Jones range the Ketchup, Mustard, Supper Club, Cocktail, Marvel, Heartbeat, Venetian, Sprite and many others.
Use this guide to disassemble your plastic Jones or Space Hotel clock, where from the back of your clock you do 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 clock, but is applicable to a wide range of plastic clocks from the Jones range including; Tiger, Penny, Jam, Studio, Housewarmer, Spin, Magazine and Moonlight. This will also apply to most Space Hotel clocks.
Use this guide to disassemble your solid wood or engineered plywood Newgate or 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 Newgate clocks such as the Mr Clarke, Mr Architect, Wimbledon, Old Joe, General and Billingsgate. This guide also applies to 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 or have fallen off
This can happen when your clock is in transit to you, if it gets bumped whilst being taken on or off the wall, and even 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 or broken
If the glass lens in your clock 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, please complete the damaged item return form as soon as possible after receiving it. Click Here
If you purchased your Newgate, Jones or Space Hotel clock from another retailer (e.g. John Lewis, B&Q or TK Maxx), please contact the retailer directly with proof of purchase for them to remedy the situation.
If your clock is slightly older, 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 framer. Most towns in the UK have one and they are likely to be able 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 for repair.
If a local picture framer is not an option, you can still return your 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 sending your clock, ensure you use enough packing materials to protect it, especially the glass. Always remember to get proof of postage/dispatch when sending your clock.
Watch our guide below to see how to correctly package your clock for shipping.