Frequently Asked Questions
- Account Registration
- Placing an Order
- Order Payments
- V12 Finance
- Order Shipping
- Service and Repairs
Placing An Order
Service and Repairs
Can I complete my purchase without creating an account?
We recommend you create an account with us before placing your order in order to easily track your item, however you can also complete your purchase as a guest.
Can I create an account without confirming my address and contact information?
We do require your contact information and address to complete your account registration. If your registered information is incorrect or incomplete, we will try to contact you before fulfilling your order. If we are unable to get in touch, we may need to cancel your registration and your order.
Can I create an account with an overseas billing address?
Please only use an address located in the United Kingdom to register your account.
I forgot my password
For help in recovering your password please contact our team here
Can I update my account information such as my name, address, and email address?
You can update your personal information by logging into your account or by emailing us directly here.
Can I add a new shipping address or update the registered one?
You can add a new shipping address, register multiple shipping addresses, or update your billing address by logging into your account.
You will not be able to change the address displayed in your order history. If you would like to change your shipping address after your order was placed, please contact us directly as soon as possible.
I would like to close my account
If you would like to close your account please contact us directly here.
Subscribe to our latest news and services
You can subscribe to our newsletter to be notified directly from us about our latest news, watch launches and services here. we will not share your details with third parties.
Unsubscribe from communications from us
If you would like to unsubscribe from communications with us please contact us directly here.
What kind of information will I receive?
We will notify you about our latest watch releases, news and services or collections which may be relevant to you.
Can I reserve an item?
Can I pre-order an item?
You can pre-order some of our items listed. Pre-ordered items will be shipped to you when the item is available. If you would like to place a pre-order on any items which do not have a pre-order option available on the item page, please contact us directly.
Are the items marked as "Out of Stock" no longer available?
Some items may be restocked. If you are waiting for an item to be restocked, please click the “Notify Me” button on the item detail page. As soon as it is back in stock, we will contact you.
Can I purchase the watches available on your website through your London Boutique?
You can, however our collections and stock levels may differ slightly. Please contact us directly and we will confirm the availability or do our best to order the items on your behalf before you visit us.
I am unable to find the item I am looking for
If you are struggling to find the item you are interested in on our website, please contact us.
I am struggling to find an item I saw on your website just a few days ago
It is possible that the item is sold out or temporarily unavailable. Please contact us directly and we will confirm the availability.
Can you special order items?
We may be able to arrange a stock transfer for you, or offer a special-order service on items which are not available online. To discuss this service for an item which interests you, please contact us directly.
Do you price match or offer discounts?
As the official UK brand retailer, all our prices are as stated on the website.
How can I confirm whether my order was placed correctly?
If you registered for an account with us, you can also confirm the order details in the “Orders” section of your account.
I placed an order, but did not receive an "Order confirmation" email
If you did not receive an “Order Confirmation” email, even though the order number was displayed on the screen after placing the order, there is a possibility that your order was not placed correctly. Please contact us directly and we will confirm your order status and details.
For orders placed with Interest Free Credit you will receive the order confirmation email only after V12 Finance notifies us that your application was successful. For more information on V12 Finance please click here.
Can I change the items in my shopping bag?
You can change the contents of your shopping bag including the items added and the quantity, before clicking the “PLACE ORDER” button.
After you place your order on the checkout page, you will not be able to change or cancel your order. Please contact us directly here with your order number and we will amend or cancel the order for you.
I would like to combine my orders into one delivery
Please contact us directly with your order numbers.
How can I view my order history?
The “Order History” feature is one of the benefits of creating an account. If you placed your order with your account login, your order information has been saved in the “Orders” section in your account.
If you placed your order as a guest, without registering for an account, please contact us directly to confirm your order history.
Can I change/cancel my order?
Please contact us if you would like to cancel your order before it is dispatched. We will refund your purchase within 3-5 working days.
Can you adjust my watch?
We can adjust your bracelet to your wrist requirements before shipping the watch to you. When completing a purchase, please select your desired wrist size or alternatively please contact us directly here.
Do you price match or offer discounts?
As the official UK brand retailer, all our prices are as stated on the website.
What kind of payment methods do you offer?
We currently accept Visa, Mastercard, American Express, PayPal, Pay Pal Pay in 3 and V12 Finance.
There is no record of the order amount withdrawal in my bank account. Did I complete my purchase correctly?
You will receive an “Order Confirmation” email to confirm your payment method has been charged. Please contact us directly if you believe there has been a problem processing your order.
Do you offer finance?
From time to time we offer Interest Free Credit on selected Grand Seiko watches purchased online. For more information on Interest Free Credit payment options click here.
Once My V12 Finance Application Is Approved, What Happens Next?
Within minutes of your application being approved, you will be presented with the option to sign your credit agreement. If you are offered the ability to e-sign your credit agreement and choose to do so, a PDF of your credit agreement will be displayed on screen. You should read the credit agreement carefully before clicking all the relevant sections agreeing to its terms. Once you have agreed to the terms of the credit agreement grandseikoboutique.co.uk will be notified. If you are presented with the ability to print and return your credit agreement you should print the PDF agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the credit agreement.
After your application is accepted by V12 Finance we will receive a notification and will ship your order if your item is in stock. If your purchase was a pre-order, we will ship your item as soon as it becomes available.
Will V12 Credit Score Me And If So, What Does This Mean?
Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies. This information allows us to produce consistent decisions, ensuring all our applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.
If V12 Decline My Application, What Is The Reason?
In addition to credit scoring, V12 Finance also take into account the confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason why your application was declined, it is usually based on one, or a combination of the following:
- Your credit score (note that every finance company will score you differently)
- Adverse credit reference agency information
- You are considered to be overcommitted
- You are aged under 18
- Your existing account performance with other lenders
What Type Of Information Do Credit Reference Agencies Hold About Me?
Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.
If My Finance Application Is Not Successful, Can I Re-Apply?
Yes. We acknowledge that your circumstances change and just because V12 refused a previous application, it does not mean that they will automatically turn down a further request. We do suggest however, that you leave at least 6 months between applications.
Who Is Eligible To Apply For Online Finance?
To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the UK and have lived in the UK for the last 36 months or more. Unfortunately, we are unable to offer online finance to residents of Eire.
Can I Request Delivery To An Address Other Than My Home?
To safeguard against fraudulent applications, we regret that we’re only able to deliver goods to the home address of the applicant. Alternatively, you can choose to collect your order from our Grand Seiko boutique.
Can I purchase multiple watches at the same time with Interest Free Credit?
Items need to be purchased individually with V12 Finance, so that the payment plan can be applied to each item separately.
Will My Item Be Reserved Until My Finance Application Has Been Processed?
Yes, your item will be reserved for you until a decision has been made by V12 finance on your application.
I would like to change the shipping name to a company name in my order details.
Can you deliver the items in my order to multiple addresses?
If you would like us to dispatch the items in your order to multiple delivery addresses, please place a separate order for each address or contact us directly after you placed your order.
All Interest Free Credit orders must be delivered to your billing address or collected from our Grand Seiko boutique. Your billing address entered at checkout should be the same as the address your credit card is registered to, and the address V12 Finance will review your application against.
How much is your delivery fee?
We are pleased to offer complimentary delivery at no charge on all online orders within the UK, including the Channel Islands, Northern Ireland and the Scottish Islands.
When can I expect my order?
We aim to deliver all orders within 5 working days but please allow additional processing time for orders placed on UK Bank Holidays. Our UK delivery is fulfilled through DPD courier services and you will be able to track the progress of your delivery on the DPD website.
Where is my delivery?
We ship our orders with a DPD next day delivery service. You can track your order on the DPD website by entering the tracking number you received. If you did not receive a confirmation email with the tracking details, please contact us.
Can I specify the arrival date?
If you would like to receive your order on a specific day, please contact us.
Can I specify a different delivery company?
Our orders are fulfilled by DPD however if you have special requirements, please contact us directly and we will do our best to assist you.
My order was a gift, I would like to confirm that it was delivered.
You can confirm the delivery status of your order by selecting “Confirm Delivery Status” in the “Delivery Notification” email. Alternatively, please contact us directly and we will do our best to assist you.
Can you deliver outside the United Kingdom?
We deliver across the United Kingdom, Channel Islands and Isle of Man. Unfortunately, we do not ship to the Republic of Ireland, Falkland Islands, BFPO and PO Box addresses, nor any overseas addresses. For more information please contact us here.
Can I collect my watch in the Boutique?
If you would prefer to collect your watch in our London Boutique, please select the “Pick-up In Store” option while submitting your order. Alternatively, you can contact us.
The item previously purchased has been broken or is no longer functioning as it should be. Can you repair it?
Please refer to our “Grand Seiko Service and Repairs” page for more details or contact us.
How long does the Grand Seiko warranty last?
From the 1st of October 2021 Grand Seiko extended the warranty from three to five years on all timepieces purchased at any authorised retail partner worldwide. The new five-year warranty is in effect from October 1, 2021, and will also be applied to any Grand Seiko watch purchased on or after January 1, 2021.
What is covered by the Grand Seiko Warranty?
Grand Seiko Warranty Details Search
To provide a more accurate and prompt after-sales service the warranty information of each watch is registered online for any watches purchased from and including the 1st of October 2021. To search for your registered warranty details, please enter your watch information here.
What is your Service cost?
The price of servicing a watch depends upon several different factors, including the watch model and the type of movement.
Please get in touch regarding your service enquiry with our Customer Service Team here.
How much will a watch repair cost?
The price of your repair depends upon several different factors, including the watch model, the type of watch, the age of the watch or if it is water resistant etc.
You can view our repair prices and explanations by visiting www.seikoservice.co.uk and clicking the Retail Price List links at the bottom of the home page.
If you are unsure of the pricing category or type of repair, please contact us on 01628 770988 where one of our Customer Satisfaction Team will be happy to help you.
If your watch is out of guarantee or the repair is not covered by the guarantee, an estimate letter will be sent to you advising of all the charges involved. We will not proceed with any work until we have had your authorisation to do so.
How often should I have my watch serviced?
As with any precision instrument with moving parts, it is important to have your watch serviced at regular intervals to maintain its optimum performance and to replace gaskets that can become worn and hardened with age which will reduce the water resistance of your watch.
Please refer to your watch manual for the recommended service time or contact us directly. The service intervals will also depend upon the type of watch, the climate and environment it is worn in and the general care taken by the owner of the watch.
Am I able to purchase watch parts?
For technical and quality reasons, and to ensure the high standard of repair required by Grand Seiko, we do not supply spare parts to our customers. We recommend that you send your watch to the Service Centre at Maidenhead or contact a Grand Seiko Authorised Dealer to have the watch part(s) replaced.
What should I do if my timepiece requires a service or needs a repair?
Our service and repair division is located at the SEIKO UK Ltd head office in Maidenhead. Please refer to our “Grand Seiko Service and Repairs” page for more information.
How should I look after my watch, case, and strap?
Shocks: Your watch is a precision measuring instrument. Treat it carefully, and it will serve you well. Avoid undue shocks (such as dropping on hard surfaces).
Perspiration: You should aim to protect your watch from heavy perspiration. Please remember to wipe it dry as soon as conveniently possible.
Extreme Temperatures: Quartz watches are much less affected by extreme temperatures than mechanical watches, and are designed to keep good time if worn on the wrist for eight hours a day with ambient temperatures between -10°C and +35°C.
If removed completely from the wrist, your watch may lose time during the winter, but will return to normal accuracy as soon as you start wearing it again.
If your watch is stored at temperatures outside the normal range (as low as -10°C or as high as +60°C) the electronic components may cease to function normally.
The response time of liquid crystals used in the displays on digital watches at temperatures below freezing is slow, and they tend to look very dark at high temperatures, but standard performance returns at normal temperatures.
Battery life can be significantly reduced at high temperatures (above 40°C), and battery fluid may even leak out.
Chemicals: Chemical substances, gases, mercury, etc., may change the colour of cases, bracelets and straps. Mercury (for instance, from a broken thermometer) can cause particularly unsightly grey discolouration of gold plating.
General watch care:
Metal bracelets should be washed carefully in water. If dirty, use a soft toothbrush with soap and water to brush away the dirt. Finally, rinse with water and dry carefully with a soft cloth.
If your watch is not water resistant, be careful not to get water on the case. Cases should be wiped gently with a slightly moistened soft cloth and then dried carefully.
Leather straps should be slightly loosened in the summer, when they may absorb perspiration. A tight strap not only prevents the passage of air over the underside of the strap, but can also cause a perspiration rash on the wrist. If the strap ever becomes wet with perspiration, wipe it dry with a soft cloth. When you take off your watch, leave it in a well-ventilated spot. Never put it in a sealed container when it is still damp with perspiration. Avoid leaving your strap watch in direct sunlight as the strap colour may fade.
I would like to cancel my order.
Please contact us directly if you would like to cancel your order before it is dispatched. We will refund your purchase within 3-5 working days. Please refer to the cancellation section of our “Pre-Orders, Deposits, Returns and Cancellations” page or contact us directly.
The item I received is defective.
We make every possible effort to control the quality of our collections. If you believe you received a defective item please contact us directly. For more terms please refer to the “Pre-Orders Deposits Returns and Cancellations” page.
What is your Returns Policy?
Your rights to end the contract will depend on the item that you have purchased, whether there is anything wrong with it, and when you decide to end the contract. To view our full returns policy please visit the following link: “Pre-Orders Deposits Returns and Cancellations”.