Where is my order?
We know it can be frustrating when you’re waiting for an order to arrive, so let us see if we can find out where it is! First you will need to make sure we have actually received your order, which you can check by seeing if you have received a ‘Thank you for your order’ email from us.
It should be located in the email address inbox that you provided at checkout, if it’s not there then it could have been caught and placed into your junk/spam box, so please check there.
When you have located it, then please use you order number to track the progress of it on our website. Once we dispatch your order, we will email you with the tracking information. Click on the ‘Track’ link from the inside of the email to see the latest, most up-to-date tracking details.
If you haven’t received any emails from us at all, then please check with the payment provider i.g. PayPal, Apply Pay, Credit/Debit Card Provider to confirm that money has left your account. If you haven’t been charged, then it means that we haven’t received your order. In that case you should go ahead and purchase the item you require again. If the payment has left your account and you have an account with us, please login and head to the ‘Orders’ section to check, if the order is showing there.
If those steps have failed, then please reach out to us on our customer services page, where you can contact us using various different methods.
How long will it take to receive my order?
Good question! We aim to dispatch all our orders within 15 days from receiving them, with a 2 – 3 days tracked delivery service for UK customers and 7 – 9 days tracked delivery service for all other countries. This can be a little longer during the busier seasons, so please allow more time for delivery around Easter, Christmas or New Years. If you have any questions at all regarding delivery times, please contact us through our customer services page.
I received a faulty item, what do I do?
We’re really sorry to hear, that you’ve received an item that’s not in perfect condition. To help us get this fixed for you ASAP, please contact us.
When you first contact us, please include the following information:
- Your name
- Order number
- Product name and SKU
- Picture of the fault
- Description of the fault
(The product name and SKU can be found in your order confirmation email).
If you contact us via the ‘Contact Us’ form on the customer services page, please have an image of the faulty item ready for when you receive a reply, as you won’t be able to attach the image via the form just yet.
Can I exchange an order?
Unfortunately we don’t offer exchanges. Simply return your item(s) and reorder a replacement. Your refund will be processed once we’ve received your unwanted items.
Waiting for a refund can be frustrating, but please be patient. A typical refund will take up to 14 days, that’s 7 days from you returning your order, us processing it, followed by 7 days for it to make its way through the banking system.
If you are using Royal Mail or other tracked courier service the tracking will show it delivered to us. It can be up to 7 days from this point, when it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, but this is dependent on your bank processing time.
If you paid for your order with a gift voucher or store credit, this will be credited back to your Woodtree Watches account.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back to us, and again when we have processed your refund.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given, if they do not comply with our returns policy. If you’ve waited more than 21 days with no email from us, please get in touch by going to the customer services page.