Faq
Frequently Asked Questions
Below you will find answers to our most common questions. If you need anything further, email support@vaultier-uk.com.
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. All payments are processed through secure, encrypted checkout.
Is my payment secure?
Yes. Payments are handled by trusted, PCI-compliant payment providers using encryption. We do not store your full card details.
What currency are your prices in?
All prices are in pounds sterling (GBP, £). If you are ordering from outside the UK, your bank or card issuer may apply currency conversion.
Can I change or cancel my order?
If your order has not yet been dispatched, contact us as soon as possible and we will do our best to help. You also have a statutory 14-day right to cancel — see our Returns & Refunds Policy for details.
Shipping & Delivery
How long until my order is dispatched?
Orders are processed and dispatched within 1–2 business days of payment confirmation. You will receive a confirmation email once your order is on its way.
What are my UK delivery options?
- Royal Mail 2nd Class — free on orders of £150 and over — 2–3 business days.
- Royal Mail Special Delivery — £4.90 — orders from £0.00 to £149.99 — next business day.
- Royal Mail Tracked 24 — £9.90 — 1–3 business days.
- Royal Mail Tracked 48 — £6.90 — 3–5 business days.
Do you ship internationally?
Yes, we ship worldwide to over 230 countries. Delivery times and costs are calculated at checkout. International orders may be subject to customs duties and import taxes, which are the responsibility of the customer.
Will I receive tracking?
Yes, where a tracked service is used we will provide a tracking number so you can follow your delivery. For full details, see our Shipping Policy.
Returns & Refunds
What is your returns policy?
We offer a 60-day return window from the date you receive your order, with free return shipping and no restocking fee. There are no final-sale items — all items are eligible for return.
How do I return an item?
Email support@vaultier-uk.com with your order number and reason for return, and we will provide instructions and a prepaid return label.
When will I be refunded?
Once we receive and inspect your returned item, approved refunds are issued to your original payment method within 5–10 business days. Full details are in our Returns & Refunds Policy.
Authenticity & Warranty
Are your watches authentic?
Authenticity is central to everything we do, and Vaultier is committed to offering only genuine timepieces. [INSERT: briefly describe your authentication process and who carries it out.] You can read more on our Authenticity & Verification page.
What condition are the watches in?
[INSERT: state truthfully whether your watches are brand new, pre-owned or certified pre-owned, and what is included — for example box, papers and documentation.]
Do your watches come with a warranty?
[INSERT: describe your warranty cover, for example a Vaultier warranty period or the manufacturer's warranty where applicable.] See our Warranty & Servicing page for full details.
Product Care
How should I care for my watch?
Each timepiece benefits from careful handling and regular maintenance. Our Watch Care Guide covers everyday care, water resistance, cleaning, storage and servicing intervals.
How do I know my watch size will fit?
Our Size & Fit Guide explains case diameter, lug-to-lug, thickness and bracelet sizing so you can choose with confidence.