FAQ
How can you offer such a large discount?
Are you an official stockist of every brand you sell?
What company do you use for online finance?
Do you have a store that I can visit?
How can I contact you?
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Do your watches come with a full manufacturer warranty?
Are all your products brand new and genuine?
Do your watches come with a box, instructions and any booklets?
What does my watch warranty cover?
How do I get my watch bracelet adjusted?
Can you order watch models you haven't got advertised on your website?
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How do you send items and are they insured?
Can you deliver an item to my work or a different address?
Where can you ship to?
What protective packaging do you use for postage?
How can I track my order?
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Is it safe to order online?
I don't like/want the item I ordered, what can I do?
What do I do if my watch stops working?
Can I place my order over the phone?
How do I know if my order was successful?
I just want to talk to someone, who can I speak to?
AS A COMPANY
How can you offer such a large discount?
Over many years of trading, we have built strong relationships with our manufacturers, this ensures we can offer many of our items at unbeatable prices. Being an online stockist, our overheads are also very minimal, a saving we do our absolute best to pass on to our customers.
Are you an official stockist of every brand you sell?
With the exception of Preowned Rolex, yes we are.
What company do you use for online finance?
Our online finance options are provided by V12 retail finance.
Do you have a store that I can visit?
Yes, many! Check out the 'Our Stores' page to see more information regarding our branches. If you would like to collect an item in-store, simply let us know which one at checkout and we'll have it sent there for you.
You can email us at enquiries@marketcrossjewellers.com - Or alternatively use our contact us page. If you'd prefer to speak to a member of the web team over the phone then do not hesitate to give us a call on 0044 (0)1642 253939.
OUR WATCHES
Do your watches come with a full manufacturer warranty?
Yes, with the exception of our Preowned Rolex range, all of our products come with the full standard manufacturer warranty. Please see individual product descriptions for warranty information.
Do your watches come with a box, instructions and any booklets?
Yes they do, we sell all of our watches with the official box, warranty, and any additional documents that were supplied with the item from the manufacturer.
Are all your products brand new and genuine?
You can be assured that every item we sell is brand new (unless very clearly stated otherwise), and always 100% genuine. We only buy directly from manufacturers themselves and will never purchase goods from an unauthorised re-seller.
What does my watch warranty cover?
Warranty specifics vary from brand to brand so please check your warranty booklet for a definitive 'what's covered' list. But, on a general basis, a manufacturers warranty only covers against malfunctions that have occurred due to defects in materials and/or workmanship. Unfortunately, unless explicitly stated otherwise in the warranty booklet, you will not be covered against general everyday wear and tear to the glass, watch, and/or strap/bracelet.
How do I get my watches bracelet adjusted and is it free?
It's free! Please see our Bracelet Sizing page for more info on how to get your bracelet sized before we send it.
Can you order watch models you haven't got advertised your website?
Most of the time, yes, we can. If we stock the brand that sells the particular watch your looking for and it's a current model then there's a good chance that we'll be able to get it. We'll always give it a go so feel free to get in touch and we will do our best to help.
POSTAGE
How do you send items and are they insured?
We use Royal Mail to send all of our items and yes, they are always insured. We will only use the most secure signed for methods to send all our packages, these include the Royal Mail Tracked service, and the Royal Mail Next Day Before 1pm service. Please see our 'Delivery and Returns' page for the latest postal information.
Can you deliver an item to my work or a different address?
Most of the time, yes! However, because of the nature of the products we sell, security is always a top priority. Occasionally, to assist the on-going fight against internet fraud, we may require additional information, proof of ID, or address before we can send out an item.
Nearly anywhere in the world with a valid postcode. We do our best to ensure we don't leave anybody out, so if you notice your country is not on our list, please get in touch and we'll do our best to see what's available for you. Check our Delivery and Returns page for the latest information on shipping.
What protective packaging do you use for postage?
All our items are sent out in either a sturdy cardboard box or bubble wrap lined Jiffy bag. We make sure plenty of packaging goes into your parcel to ensure it gets to you in the same way it leaves us. All boxes will be sealed with security tape before they leave us so please check that your parcel arrives with this tape fully in-tact. If your parcel appears to have been tampered with, or the tape has been breached/sliced/removed please do not sign for it and contact us immediately.
All orders that we send out can be tracked via the online Royal Mail Track and Trace feature, or with the individual international couriers website if passed over-seas. When your item has been parcelled up for dispatch, you will receive an email containing a tracking reference with a notification of dispatch, and how long it is expected to take to reach you. Please allow for national/international holidays, many postal services do not deliver on these days and it may slightly delay your parcel over these times.
ALL OTHER QUERIES
We do everything we can to ensure your transaction is as secure as possible from the minute you view the website, to when you receive the item. We only use the leading payment providers that host the latest in security software to make sure that your payment and data are encrypted at all times. We will never store your payment details on any internal databases/systems and all credit/debit card transactions are monitored and dealt with by SagePay, a world leading online payment gateway.
I don't like/want the item I ordered, what can I do?
No problem, providing it's still in new and un-worn condition, you have 14 days from receiving the product to return it to us for an exchange or refund.
What do I do if my watch stops working?
We do our best to ensure that every watch that leaves our premises is in perfect working, but unfortunately, some problems can be missed and slip through un-noticed. Should you be un-fortunate enough to receive a watch that isn't working, or has a defect, please get in touch and we'll do our best to resolve the problem as fast as possible for you. For full information on returns please see our Delivery and Returns page.
Can I place my order over the phone?
In a strong attempt to combat Internet fraud, we regret that unfortunately we cannot currently take any payments over the phone. However, we do our best to ensure we accept all major secure online payment methods. If you would like any assistance throughout the checkout process, or even just have a query about it, please give us a call and we'll do our best to assist you.
How do I know if my order was successful?
Shortly after placing your order you will receive a confirmation email with details of your purchase. We will send you another email with a tracking reference when your item is ready for dispatch. See our Delivery and Returns page for more information on delivery times.
I just want to talk to someone, who can I speak to?
Even if you want to ask about an item that's going to be released in the near future, give us a call on 0044 (0)1642 253939 and we'll ask around to find out any details we can on the matter. We have a close relationship with all our brand representatives through-out the UK, and can always contact them in regards to new releases and availability. The web team are available for a chat from 9 till 5 every day! (except Sundays). If for whatever reason we're aren't available, drop us an email and we'll get back to you as soon as we're back in the office.