FAQ

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IS THE WATCH WATER RESISTANT?

Yes, our watches are water resistant to 5ATM - 50 meters. This includes resistance to moisture and swimming in shallow waters. Please ensure the crown of the watch is securely fastened when in exposed to water. Please note, we do not recommend the fabric straps being exposed to water.

CAN I CUSTOMISE THE STRAP MYSELF?

Yes - all our watch straps are customisable and you can do this yourself, detailed on the Instructions section. Each strap has a simple pin mechanism to allow for a quick and easy strap change.

CAN I PURCHASE STRAPS SEPERATELY?

No, we currently don't sell our straps individually. However, have plans to start individually selling straps very soon.

ARE THE WATCHES COVERED WITH A WARRANTY?

Yes, all of our watches are covered by our Burtley & Baines International Warranty. For full details visit our Warranty page.

DO YOU OFFER WORLDWIDE SHIPPING?

Yes, we ship worldwide.

WHAT ARE THE SHIPPING & HANDLING CHARGES?

We currently offer Free Delivery on all UK orders. For all International orders we currently charge £10.00GBP. For our full delivery policy please visit: http://www.burtleyandbaines.co.uk/pages/delivery-policy

WHAT IS THE SAME DAY DISPATCH CUT OFF TIME FOR ORDERS?

2PM GMT (London).

I DIDN'T RECEIVE A CONFIRMATION EMAIL, DID MY ORDER GO THROUGH?

It's more than likely that your order has been processed. If you would like to check, you can either sign in to your Burtley & Baines Account, or visit our contact page to get in touch with us about not receiving a confirmation email. We will be able to check our system to confirm your order & get back to you within 8 working hours.

I DIDN'T RECEIVE A TRACKING REFERENCE, WHEN SHOULD I EXPECT IT?

Please allow 1-2 working days for the "track" link to appear. If you're unable to get tracking information after 5 working days, please visit our contact page & submit your enquiry. We will aim to get back to you within 8 working hours.

CAN I CHANGE THE ADDRESS THAT MY ORDER IS SHIPPED TO?

No, for security we must only ship to the address given at checkout as steps are taken by our checkout system to ensure we minimise fraudulent orders. If there is a small typo error within the address, you are more than welcome to contact us regarding this & if your request is seen in time we will adjust this for you. If not, it is more than likely the courier will adjust the typo accordingly.

I JUST PLACED AN ORDER, CAN I CANCEL IT?

Unfortunately, we are unable to cancel orders once they are placed.

I HAVE CONTACTED CUSTOMER SERVICE, HOW LONG WILL IT TAKE TO RECEIVE A RESPONSE?

You can expect a response within 8 working hours. We aim to answer all requests as quickly as possible.

I JUST RECEIVED MY ONLINE ORDER, CAN I RETURN FOR A FULL REFUND?

Yes, but you must adhere to our Returns Policies. The full Returns policy can be located here: http://www.burtleyandbaines.co.uk/pages/returns. To complete your return, please download the following returns form and include it completed in your return shipment: Burtley & Baines Returns Form

CAN I USE MY STORE CREDIT FOR PHONE/EMAIL ORDERS?

No. Online store credit must be used for web purchases only.

CAN I EXCHANGE MY ITEM FOR A HIGHER PRICED VALUE IF I PAY THE DIFFERENCE?

Yes of course. We will arrange your additional payment by calling you to authorise a payment over the phone. If we are unable to call you, we will arrange for an email to be sent to you, in which you will need to follow the checkout link to process the payment. You will need to use the payment card registered with your original order billing address. If the exchange is of lesser value, we will provide you with store credit for the difference.

CAN I COLLABORATE WITH YOU?

Sure. Just email us: collab@burtleyandbaines.co.uk and we'll get back to you with some more information.

THESE QUESTIONS DIDN'T HELP, WHO SHOULD I CONTACT?

If the above questions don't help, please use our contact form to get in touch with us:

http://www.burtleyandbaines.co.uk/pages/contact