FREQUENTLY ASKED QUESTIONS
At Sterling Timepieces it’s our mission to make your retail experience as smooth and simple as possible. To this end, we have compiled a list of our most frequently asked questions and provided a short answer to each.
If you are unable to find the answer to your question below then please don't hesitate to get in touch via our Contact Us page where our dedicated team of customer service representatives will be delighted to help you.
CONTACT & SOCIAL RELATED QUESTIONS
How to Contact Us
You can contact us directly by either filling out the contact us form on our ‘Contact Us’ page or by sending us an email at firstname.lastname@example.org where our dedicated team of customer service representatives will be delighted to help you.
Where and how can I share a picture of my new Sterling Timepiece?
At Sterling Timepieces we are always looking to expand our flourishing community and would love to hear from you! If you would like to show off your Sterling timepiece feel free to upload your image and tag us on Instagram @sterlingtimepieces or post on our Facebook wall. Throughout the week we select the most striking and imposing photographs to be featured across our social media sites:
How do I get featured on Instagram?
At Sterling Timepieces we are always looking to expand our flourishing community and would love to hear from you! All you have to do is upload your image and tag us on Instagram @sterlingtimepieces. Throughout the week we select the most stylish, classy image of the highest quality to be featured across our social media sites. Upload now to be in with a chance of getting featured in the rapidly expanding Sterling Timepieces community.
I’m a fashion blogger, how can we work together?
We love to collaborate and work with both well-known and up and coming trend setters and fashion icons of today. We’d love to hear from you so please don’t hesitate to email us at email@example.com if you’re interested in capturing our timepieces whilst showcasing your classy, sophisticated and stylish attire.
PRODUCT RELATED QUESTIONS
How do I wind my timepiece correctly?
Our Sterling self-winding timepieces are designed to gain power from the natural movements of the wrist; hence there is no need for a battery. Manual winding is only a necessity when the timepiece has not been worn for an extended period of time. To correctly wind your timepiece turn the crown to jump start the power source and then allow the self-winding mechanism to work by simply wearing the timepiece! For further clarification of the mechanical winding design please refer to our ‘Timepiece Mechanics’ page for further information.
Are the timepieces water resistant?
Our complete collection of timepieces are all 3ATM water resistant and will easily resist moisture and endure splashes of water; withstanding the daily demands placed on any timepiece. However, they are not sufficiently resistant for swimming, diving or bathing.
Why has my watch stopped working?
In order for our Sterling self-winding timepieces to function correctly, the mainspring must build up a sufficient power reserve. A self-winding timepiece must be first wound manually before it will run automatically; this is known as the initiation process. In order to initiate the power reserve, the watch must be wound manually. To do this, turn the winding crown located at the 3 o’clock position, in a clockwise direction for 20-30 revolutions. This is usually sufficient for most automatic watches. For further clarification of the mechanical winding design please refer to our ‘Timepiece Mechanics’ page for further information.
ORDER RELATED QUESTIONS
What do I do if the timepiece I desire is out of stock?
Here at Sterling Timepieces we always aim to have a significant quantity of stock to fulfil our customers’ exacting demands quickly and effectively and provide a highly professional and efficient level of customer service. If for any reason a product is out of stock please do not hesitate to contact our customer services team at firstname.lastname@example.org who will be delighted to ensure your desired timepiece is available and sent to you as soon as possible.
How do I change or cancel my order?
Here at Sterling Timepieces we pride ourselves on offering a highly efficient and effective order fulfilment process; hence we quickly process orders. If you have decided to change your mind please contact our customer services team as soon as possible at email@example.com with your order details and we will then take the necessary actions to meet your requirements.
Why haven’t I received an order notification email?
In the unlikely event you do not receive an order notification email within approximately 30 minutes of placing the order please contact our customer services team at firstname.lastname@example.org with your order details who will endeavor to resolve the issue and resend you an email confirmation of your order.
Here at Sterling Timepieces we accept all card payments via Paypal, Visa, Mastercard, American Express and Discover.
Our online store is protected by the most advanced security firewalls to ensure all data is kept secure. Here at Sterling Timepieces we understand the importance of providing a secure payment facility and checkout process hence why our website is SSL certificate encrypted, offering an exceedingly high level of security for each of our customers. Please refer to our ‘Terms & Conditions’ page for our full terms and conditions.
What is your returns policy?
Here at Sterling Timepieces we are passionate about our products but if for any reason you are unsatisfied with your Sterling Timepiece we offer a 14 Day Unconditional Money Back Guarantee on all orders. Please refer to our ‘Returns & Refunds’ page for our full terms and conditions.
SHIPPING AND DELIVERY RELATED QUESTIONS
Do you offer International Shipping?
Yes, Sterling Timepieces operates globally and we ship to all major destinations worldwide.
Do you offer Free Shipping?
Yes, Sterling Timepieces believe luxury timepieces should be accessible to everyone. We pride ourselves on offering free shipping worldwide. UK customers can expect to receive their order within 3 - 5 business days whilst our International customers can expect to receive their order within 7 - 10 business days. To receive your order even quicker why not opt for our Express delivery option at the checkout.
Do you offer Express Shipping?
Yes, Sterling Timepieces provides Express delivery for just £5.00 for UK deliveries and £9.00 for International deliveries. UK customers can expect to receive their order within 2 – 3 business days whilst our international customers can expect to receive their order within 3 – 5 business days.
How long will my order take to arrive?
This will be dependent on your chosen shipping option but our estimated delivery times are as follows:
United Kingdom customers:
- Using our free standard delivery service we aim to deliver your order within 3 - 5 business days.
- Using our express delivery service we aim to deliver your order within 2 - 3 business days.
- Using our free standard international delivery service we aim to deliver your order within 7 - 10 business days.
- Using our express international delivery service we aim to deliver your order within 3 - 5 business days.
Please refer to our ‘Shipping & Delivery’ page for further information.
Do I have to pay customs and / or import charges?
Sterling Timepieces is not responsible for all customs, taxes, import duties, brokerage fees, or any additional charges applied to your order in the destination country. These are the full responsibility of the buyer. We advise for you to contact your local customs offices for more information before placing an order.
My order has not arrived, what do I do?
In the unlikely event you do not receive your order please contact our customer services team at email@example.com where one of our customer services representatives will be delighted to advise you and resolve any issues.