Frequently Asked Questions

🕒 Product & Customization

Are Premium Hour watches original?

Yes. Our watches are based on original Seiko movements and are professionally custom-modified for design and exclusivity.

Are Premium Hour watches custom-made?

We offer both ready-made custom-modified watches and custom-configured watches based on available options.

Can I customize my watch?

Yes, You can customize your watch using our available configuration options. Customization varies by model.

Are Premium Hour watches water-resistant?

Water resistance depends on the model. Please check the product description for specific details. Watches are not recommended for swimming unless stated.

🧾 Orders & Payments

Can I change or cancel my order after placing it?

No. Once an order is placed, it cannot be changed or cancelled due to immediate processing and customization.

Do you ship internationally?

Yes, we ship within the UK and internationally.

How long does processing take?

Orders are typically processed within 1–3 working days, including preparation and quality checks. Once your order is dispatched, you will receive tracking information by email.

🚚 Shipping

How long does delivery take?

  • UK & Mainland: 5–8 working days
  • International: 5–10 working days

Delivery times may vary due to customs processing, courier delays, or circumstances beyond our control.

For full details, please see our Shipping Policy

Will I receive tracking information?

Yes. A tracking number will be emailed to you once your order is dispatched.

Are customs duties or taxes included?

No. Any customs duties or taxes are the responsibility of the customer.

What if my order is delayed, lost, or damaged?

If your order is delayed, contact the courier using your tracking number. For lost or damaged items, contact us via the Contact form.

🔁 Refunds & Warranty

Do you accept returns or refunds?

Yes. We accept returns of unused products within 30 days of the purchase date for a full refund, subject to the conditions in our Refund & Warranty Policy.

The item must be unused, in the same condition as received, and returned with its original packaging, tags, protective materials, and accessories.

What is considered a manufacturing defect?

A manufacturing defect is an issue that affects the functionality of the watch, such as:

  • Movement malfunction
  • Defects impacting normal operation

The following are not considered defects:

  • Minor cosmetic variations from customization
  • Normal wear and tear
  • Damage caused by misuse or accidents

How do I request a refund or warranty claim?

Submit a request via the Contact form, including your name, email, order number, and issue description.

How long does the warranty last?

All watches include a 12-month limited warranty covering manufacturing defects only.

What is not covered under warranty?

Accidental damage, misuse, normal wear, cosmetic changes, or third-party repairs are not covered.

Still Have A Question?

Contact Us