Customer Service
Our proposition is simple, you are buying a product over the internet but with the additional peace of mind that it is fully backed up by a network of officially appointed Jewellers throughout Ireland. You can be sure that the product is both genuine and backed up by shops you can visit and people you can email or call. When you checkout you will be asked which Jeweller you wish to make your purchase through.
Customer service is very important to us. On this page you will find information on the topics below. Just follow the links to go straight there. If you have any questions please email, call us or visit any of our retail partner shops. (sales@timemark.ie, 00353 (0)1 4092929)
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Shopping With Us.
How to place an online order:
Shopping with us could not be any easier and we accept all major credit and debit cards.
Step 1: Choose your product
After having decided what you want to purchase, click the “Add to basket” button. You will then be taken to your personal shopping cart.
At this stage you can either continue shopping or proceed to the checkout where you can complete your order.
Step 2: Choose your preferred retailer
Then choose which retailer you wish to use for your after-sales service.
This retailer will adjust your bracelet for you free of charge and provide any necessary aftersales service.
You can also exchange your product with this retailer within 14 days, see our exchange and returns policies for more details.
Step 3: Choose your delivery method
All items are sent via recorded delivery and our standard delivery method is free. If you need your item faster then we can also arrange that. See our delivery details for more information.
Step 4: Enter your payment details.
Lastly follow the on screen prompts to process your payment via the secure Realex ‘Secure e-payments’ site. (This payment system uses a secure server and all of your information is fully encrypted, using SSL technology)
If you are concerned about how the information you provide us is used then please see our ‘Privacy Statement’. Please also see our terms and conditions for additional information.
Place an order by Telephone:
To place your order with us please call us on 00 353 (0)1 4092929 during trading hours, Monday to Friday from 9am to 5.00 pm GMT and excluding Irish bank holidays. Charges for calls are at normal Irish national rate and not at any premium rate. Alternatively if you wish for us to call you please e-mail us at sales@timemark.ie with a brief note as to the nature of your call and your telephone number, and one of our sales team will call you back as soon as possible or at a time that is convenient for you.
Delivery Information
We only deliver to addresses in the European Economic Area and to those international countries specified.
Orders are usually dispatched the same working day if ordered before 3pm (For guaranteed next day delivery call 00 353 (0)1 4092929 us to be sure we can accomodate you), but please allow up to 3 working days for delivery. For international orders please allow up to 7 to 10 working days for delivery.
All orders are delivered free of charge using Recorded Delivery and will require a signature upon delivery. (Please note once signed for delivery at your delivery address responsibility of ownership is then yours).
Below is our guide to what type of delivery service is used for orders:
Standard Recorded Delivery
United Kingdom and the Island of Ireland usually delivered within 1-3 Working Days of Dispatch Time - Free Delivery
Delivery's In Europe Delivery 3-10 Working Days of Dispatch Time - Free Delivery
Delivery's Rest Of World Delivery 4-14 Working Days of Dispatch Time - Free Delivery
Once your order is despatched we will email you to tell you this. You can check the status of your order at any time if you registered with our website or simply call or email us. Once despatched the order status will be updated and will show the tracking number for the parcel. You can then trace your parcel at any time on www.anpost.ie/ for standard deliveries.
If you do not receive your order within a maximum of 14 working days do not hesitate to contact us and we will rectify the problem with a no quibble attitude..
Please also see our terms and conditions for further information on deliveries.
Store Collection
If you would rather collect your order from one of our Retail Partner outlets then we are able to do this for you. You will need to phone us, on 01 4092929, to place the order and to arrange the collection details.
Payment must be made when you place the order and you will need to take photographic identification with you when you collect the order from the store.
Returns & Refunds Policy
We stand behind every product we sell so if you're not pleased with your purchase, we'll be happy to make an exchange or refund the product price less any delivery charge within 14 days of your purchase.
Just return it to us, or any of our retail partners in its original condition and packaging, within 14 days of the date you received it and we will issue an exchange or a full refund for the price you paid for the item. Unless faulty, we can not accept the return of watches that have been worn, personalised or had their bracelets or tags adjusted.
Items must be returned within 14 days of receipt. If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to it being in pristine condition.
In the unlikely event that you receive a watch that is defective, has been damaged in transit, or is not the one you ordered then you can return it to us for exchange or a full refund within 14 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a watch to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the watch was wrongly ordered.
This returns policy does not affect your statutory rights.
How To Return An Item
Items must be returned in their original packaging and with all booklets, guarantees and product tags attached.
By Post
To enable us to process your return more efficiently, we ask you to include a covering note with your item stating why it is being returned and whether you want an exchange or a refund. In this note you should also include your order or invoice number, or a copy of the original invoice, so that we can track your order on the system. If an item is returned without a covering note then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a €15.00 administration fee.
Returns should be sent via an insured and traceable method, as we cannot be held liable for any items which go missing in the post and do not reach us. If you use Recorded Delivery then you can check to see if we have received your parcel. If a parcel does go missing and never reaches us it is your responsibility to claim for the item from the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it then we shall deduct that amount plus a €15.00 administration fee from any refund.
Please send all returns to the following address:
Timemark Ltd
A6 Calmount Park
Calmount Road
Ballymount
Dublin 12
Ireland
This does not affect your statutory rights.
In a Retail Partners store
The purchase must have been made through one of our Retail Partners. Please have your order number or invoice with you and inform the retailer where you purchased the product.
The retailer will process your refund of exchange in line with our terms and conditions.
Our Exchange Policy
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above.
By Post
In the covering note accompanying your return we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary.
If there is any extra charge to pay we will contact you so that payment can be made over the phone.
If there is a partial refund due then this will be credited back onto the card used for the original transaction. If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement watch. If this is the case we shall contact you to inform you of this.
In a Retail Partners store
The purchase must have been made through one of our Retail Partners. Please have your order number or invoice with you and inform the retailer where you purchased the product.
The retailer will then allow you to exchange the product for one of your choice in line with our terms and conditions.
If you return an exchanged item for a further exchange, or refund, then we reserve the right to charge an administration fee of €15.00 as well as an additional postage fee.
This exchange policy does not affect your statutory rights.
Our Refunds Policy
By Post
When we receive a watch returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase. If you have not received your refund within 7 working days of us receiving your watch then please contact us for assistance. If we have agreed to refund the postal cost incurred returning a watch to us, this will be done in the form of a cheque.
If you return an exchanged item for a refund then we reserve the right to charge an administration fee of €15.00 to cover our extra postage costs.
In a Retail Partners store
The purchase must have been made through one of our Retail Partners. Please have your order number or invoice with you and inform the retailer where you purchased the product.
The retailer will then refund the product in line with our terms and conditions.
This refunds policy does not affect your statutory rights.
Faulty Items
In the unlikely event that your watch develops a fault within a short and reasonable period from receipt then you can return it to us or any of our Retail partners and, if we find it to be faulty, we shall exchange it for you. If however the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty we shall also refund your postal expenses in the form of a cheque. Please note we cannot make any concrete promises to exchange an item, or issue a postal refund, until we have seen and assessed the item.
If your watch develops a fault within the period of the manufacturer's guarantee then please read the section below on ‘Watch Under Guarantee' for more information on what to do.
Your statutory rights are not affected.
Watches Under Guarantee.
All of our watches are covered by their manufacturer's guarantees, please consult your guarantee booklet for information on its length. You should keep any guarantee booklets and cards safe so that they are available if necessary.
We strongly recommend that you read the guarantee as this informs you what is and what is not covered, but we have included a general guide below.
The manufacturer's guarantee covers malfunctions that arise due to defects in materials and workmanship.
The manufacturer's guarantee does not cover damage to the bracelet, strap, attachments or the glass crystal due to normal wear and tear, accidental damage and excessive wear and tear/abuse. It also does not cover water damage done to the watch if it has been used outside of the manufacturer's recommended guidelines. The guarantee is usually rendered void if unauthorised repairs have been carried out by someone other than an authorised dealer of the brand.
The manufacturer's guarantee is in addition to your statutory rights.
We always recommend that if your watch does develop a fault you take it into an authorised dealer of the brand who should be able to confirm whether it is covered under the guarantee or not.
If the problem is not covered by the guarantee we can still get it repaired for you but there will be a charge, inclusive of postage if applicable. We will inform you of this charge and if you wish to have the work done then we will need payment prior to the work being undertaken.