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Masters In Time FAQ

We constantly update our FAQ section here on Masters In Time. On this page you find questions and answers in relation to the watches we sell. When your question and answer is not in this list, please send it to us through our Feedback Form, so we can answer your question and update our FAQ section.

Do you have a question about payment?

I have changed my mind and I want to cancel my payment.

Our logistics department works very fast, but when your order has not been shipped yet, we will do anything within our possibilities to cancel your order. Please contact our Customer Service department and they will gladly assist you.

I have trouble paying with my Credit Card.

Jest wiele powodów, dla których nie możesz dokonać płatności za pomocą karty kredytowej na naszej stronie internetowej. Skontaktuj się ze swoim bankiem, ponieważ powinien on podać wszystkie szczegóły dotyczące odrzuconej transakcji i pomóc Ci ją zrealizować.

My Credit Card payment was accepted, but my order was not accepted. 

HWG współpracuje z oprogramowaniem do automatycznego wykrywania oszustw. Twoje zamówienie prawdopodobnie zostało oznaczone przez to oprogramowanie jako potencjalne oszustwo. Jeśli korzystasz z własnej karty kredytowej, skontaktuj się z naszym Działem Obsługi Klienta, który chętnie Ci pomoże.

I would like to have an invoice.

Nie ma problemu. Nie drukujemy faktur ze względu na środowisko. Pobierz fakturę na stronie obsługi zamówienia

How do I get my refund?

Zwroty zawsze odbywają się w taki sam sposób jak oryginalna płatność. Oznacza to, że po zapłaceniu kartą kredytową zwrócimy pieniądze na tę samą kartę kredytową. Możesz znaleźć więcej informacji na stronie zwroty & wymiana.

Is paying on your website secure?

Oczywiście! Nasz dostawca jest jednym z wiodących dostawców usług płatniczych oferując w 100% bezpieczne środowisko płatnicze. Nasza usługa spełnia surowe wymogi bezpieczeństwa dla kart Visa i MasterCard zgodnie ze standardem bezpieczeństwa danych w zakresie kart płatniczych (PCI DSS) oraz standardem szyfrowania PCI Point-to-Point (P2PE)  dla bezpiecznych rozwiązań POS i mPOS. Oba certyfikaty PCI są dowodem bezpieczeństwa technicznego i organizacyjnego firmy Computop.

 
 
 
 

Czy masz pytanie na temat wysyłki?

Czy wysyłacie zamówienia do mojego kraju?

In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this:

  1. We have experienced frequent and multiple cases of mail fraud in this particular country.
  2. Your chosen shipping method is not available in your country.
View the complete list of countries we ship to here.

Czemu muszę zapłacić cło? (poza UE)

Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens and the threshhold for charging differs per country. More information regarding import taxes can be found here.

Czy mogę śledzić moją przesyłkę na terenie Europy?

Yes, you can. Please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zipcode/postal code. The site will then show you which courier has been used and the tracking status of your parcel.

Moje zamówienie nie dotarło na czas a mieszkam poza Europą. Kiedy je otrzymam?

Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to 3 weeks. During the period your parcel is at the customs department, there are no tracking updates available. Unfortunately we cannot control or speed up this process.

Moje zamówienie nie dotarło na czas a mieszkam w Europie. Kiedy je otrzymam?

Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu to see the whereabouts of your parcel.

Czy mogę śledzić moją przesyłkę poza granicami Europy?

If you have chosen the Standard Parcel option, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking number are not linked, and with this the tracking gets lost. This does not mean your parcel will not get delivered, it just means that tracking is limited. 

 
 

Do you have a question about warranty or repairs?

Jak mogę ubiegać się o gwarancję na zepsuty zegarek??

If you would like to claim the warranty on your watch, please contact our Customer Service department. Please include the valid, stamped warranty card and/or purchase invoice with your warrant claim. Warranty can be claimed at most brand authorized jewellers & sales points. Some brands will demand you go to the original sales point with your warranty claim. Read the warranty card/booklet for further information.
If you wish to claim the extended HWG warranty, we accept the stamped warranty card, or the HWG invoice as proof of warranty.

Szkiełko mojego zegarka potłukło się/pękło, co mam zrobić?

Unfortunately the watch crystal is not covered by the factory warranty. Breakage through strikes, impact, falling, etc. is never covered by the warranty. If you are of the opinion the breakage is due to a manufacturing error, please contact our Customer Service department to discuss your options.

Pasek mojego zegarka jest zepsuty/urwany, co mam zrobić?

Unfortunately straps are not covered by the factory warranty. However, we feel as our customer you are entitled to a properly functioning product If you think the product you received is faulty due to a manufacturing error, please contact our customer service and provide us with clear pictures of the problem. Using clear photos we can assertain the problem, and find a suitable solution for you.

Mój mechaniczny zegarek spóźnia się/spieszy się.

Mechanical watches may show a deviation in timekeeping. The limit for this deviation is +6 minutes and -4 minutes per 24 hours. As this differs by brand, you can always find this allowed deviation in the manual provided. Does your watch clearly show a greater deviation? In that case, please contact an authorized dealer of your brand with your valid warranty.

Mój zegarek nie działa a jest ciągle na gwarancji. Czy jest zepsuty i mam go odesłać do naprawy?

Most of the time when a quartz watch stops running, it is caused by an empty battery. Please feel free to have the battery exchanged by a good trusted jeweller or official dealer of the brand. If the watch still doesn’t work after the battery change, the watch has to be offered at an official dealer for warranty. 

Czy mam odesłać oryginalne pudełko kiedy wysyłam zegarek do naprawy?

No, when you return a watch for repair or a warranty claim, we only want to receive the watch and a valid warranty card and/or purchase invoice.

 
 

Do you have a question about watch straps?

I have bought a strap on your site and now my strap is broken.

Straps are not covered by warranty from the factory. However as a customer you have the right to a good product. If you find the product you have received had a factory error, please provide us pictures of the product, so we can ascertain the factory error and we can offer you a good solution.

I Need help finding a strap for my watch.

We are more than willing to help you to find a strap for your watch.
Please provide us with:
1. Picture of the front of the watch
2. Picture of the back of the watch
3. What type of strap do you want? Original, Original Brand or a generic strap?

The strap I have bought on your web site does not fit my watch.

We are really sorry to hear this. Please return the strap and indicate if you would like a refund or help finding the correct strap.
If you would like our assistance, please mail us:
1. Picture of the front of your watch
2. Picture of the back of your watch
3. What type of strap are you looking for? Original, Original Brand or a generic strap?
With this information we hope to be able to resolve this issue.

I have a Skagen watch. Which Skagen strap do I need?

Some series of Skagen watches have been produced with two different types of fitting. Either the straps is fitted with two pushpins or with two tiny screws. Before ordering, make sure you have selected the right type of fitting.

I need a new strap for my Swatch watch.

Swatch watches are really hard to find a strap for as the watches do not have a code on the back to identify the watch with. Please send us:
1. Picture of the front of your Swatch
2. Picture of the back of your Swatch
3. What type of strap are you looking for? Plastic, Silicone, Leather or Steel?
Based on this information we will offer you straps that will fit your watch so you can choose the strap you like.

 
 
 

Do you have a question about returns?

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

Zwrot czy wymiana, co wolisz?

Jeśli nie podoba Ci się zakupiony produkt i chciałbyś otrzymać zwrot pieniędzy, albo wymienić towar musisz zwrócić pełen produkt razem z pudełkiem, etykietami i wszystkimi dokumentami. Prosimy pamiętaj o załączeniu kompletnego formularza zwrotu do zwracanych produktów wraz z oświadczeniem czy chcesz wymiany produktu (i na jaki produkt) czy też zwrotu pieniędzy. Więcej informacji i warunki zwrotu i wymiany znajdziesz tutaj

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

When will my return be processed?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.  

When do I receive my refund?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.  

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