Shipping policy

SHIPPING AND DELIVERY POLICY

At Imperial Time UK Ltd, we take great care to ensure that every watch and item of jewellery is packaged securely and delivered safely.

ORDER PROCESSING AND DISPATCH

We aim to dispatch orders on the same working day where reasonably possible, or otherwise on the next working day, once payment has been authorised and all necessary security checks have been completed.

Orders placed during weekends or on UK bank holidays will be processed from the next working day. Orders placed late in the working day may also be dispatched on the next working day.

Our same-day or next-working-day dispatch aim is not a guaranteed delivery commitment. Dispatch may take longer where:

• Additional payment, identification or fraud-prevention checks are required.

• The delivery address needs to be verified.

• The item requires preparation, adjustment, inspection or servicing before dispatch.

• There is disruption affecting our business or the courier.

• The order is placed during a particularly busy period.

• Circumstances arise outside our reasonable control.

If there is likely to be a significant delay, we will contact you using the details supplied with your order.

UK DELIVERY

UK orders are sent using a secure, tracked and appropriately insured delivery service. A signature will normally be required upon delivery.

Available delivery options, estimated delivery times and any applicable charges will be shown at checkout.

Delivery estimates begin once the order has been dispatched. They do not include the time required to complete payment, identification or security checks.

HIGH-VALUE ORDERS

For the protection of our customers and Imperial Time UK Ltd:

• We may contact you to verify your order before dispatch.

• We may require photographic identification and proof of address.

• Orders may need to be delivered to the billing address or another address approved during our security checks.

• We may be unable to change the delivery address after an order has been placed.

• A signature from an adult at the delivery address may be required.

• We reserve the right to delay or cancel an order if we cannot satisfactorily complete our security checks.

These measures are intended to protect both parties against fraud and unauthorised transactions.

INTERNATIONAL DELIVERY

International delivery availability, estimated times and charges will be displayed at checkout where shipping is available to the selected destination.

International orders may be subject to import VAT, customs duties, handling charges or other local taxes imposed by the destination country. Unless expressly stated otherwise at checkout, these charges are not included in the purchase price or delivery charge and are the responsibility of the recipient.

Customs procedures may delay delivery. Imperial Time UK Ltd cannot control or guarantee customs-clearance times.

Customers are responsible for confirming that an item can lawfully be imported into the destination country before placing an order.

DELIVERY TIMES

Any delivery date or timeframe provided by us or the courier is an estimate and is not guaranteed. Delays may occur because of security checks, courier disruption, adverse weather, customs processing, weekends, UK bank holidays or other circumstances outside our reasonable control.

A delivery service described as “next day” or similar refers to the courier’s estimated transit time after dispatch. It does not necessarily mean the working day after the order was placed.

TRACKING YOUR ORDER

Where tracking is available, tracking information will be sent to you after your order has been dispatched.

Tracking information may take some time to become active after the parcel has been collected by the courier.

RECEIVING YOUR DELIVERY

Please inspect the external condition of the parcel before accepting it. If the packaging appears damaged, opened or tampered with:

• Photograph the parcel before opening it.

• Inform the courier where possible.

• Retain all packaging and delivery documentation.

• Contact Imperial Time UK Ltd immediately.

Any delivery issue, suspected damage or missing item should be reported to us as soon as reasonably possible so that we can raise the matter promptly with the courier.

INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing accurate and complete delivery information.

If an order is returned to us because an incorrect or incomplete address was supplied, delivery was refused, or the courier was unable to complete delivery after reasonable attempts, additional delivery charges may apply before the order can be sent again.

We cannot accept responsibility for delays caused by inaccurate delivery information supplied at checkout.

COLLECTION FROM OUR SHOWROOM

Collection from our Kensington showroom may be available by prior arrangement.

You must wait until we have confirmed that your order is ready before travelling to collect it. The person collecting the order may be required to present:

• Valid photographic identification.

• The order confirmation.

• The payment card used for the purchase, where applicable.

For security reasons, we may only release an order to the person who placed it unless another arrangement has been agreed and verified in advance.

Our showroom address is:

IMPERIAL TIME UK LTD
79 Kensington Church Street
London
W8 4BG
United Kingdom

LOST OR DELAYED PARCELS

If your tracking information shows an unexpected delay or you believe your parcel may have been lost, please contact us promptly.

We will liaise with the courier and, where necessary, open an investigation. Courier investigations can take time, and we may need to wait for the courier’s findings before confirming the appropriate resolution.

RETURNS

Shipping and delivery matters are governed by this policy. Returns, cancellations, exchanges and refunds are covered separately in our Returns, Refunds and Cancellation Policy.

Nothing in this policy affects your statutory rights.

CONTACT US

If you have any questions about delivery or require assistance with an existing order, please contact Imperial Time UK Ltd using the contact details provided on our website.

Please include your order number so that we can assist you efficiently.