Free shipping within Europe for orders above 90 EUR

Frequently Asked Questions

BEFORE YOU BUY

Customer account

How do I create a user account?

You can find the “My account” box at the top right in our online shop. Once you click on this, the “New customer?” option will appear. Please enter your personal details and confirm the registration using the “Continue" button on the bottom right-hand side.

What are the benefits of a user account?

Once you have registered, a user account will be set up for you, which you can access at any time via the “My account” box. After successful registration you can access your order history, change your billing and shipping addresses or subscribe to / unsubscribe from the newsletter. You can also easily place further orders without having to re-enter your personal details.

I've forgotten my password, what should I do?

If you have forgotten your password, you can simply use the “Forgot password” function. Click on the “My account” tab and then go to “My account”. You will find the “Forgotten password” function under the “Login” button.

Shipping

What shipping options do I have?

Within Germany and the EU, we ship using the DHL/ UPS standard delivery service. Deliveries to all other countries outside the EU use the UPS Express Saver service. Within Germany you can also select the express shipping option for a small extra charge.

How long will it take for my order to be despatched?

All orders are continuously passed on to our despatch centre. In normal circumstances, the order will be passed on to DHL or UPS within 24 hours. You will receive a notification e-mail with the shipment tracking link as soon as your order is ready and waiting for collection by the parcel services provider. We do not currently ship at weekends.

How long does shipping take?

Your order will be delivered within 1-5 business days. This does not apply to Russia and Switzerland, where delays may arise due to customs formalities. For further information, please refer to our shipping information

How high are the shipping costs and to which countries do you ship?

Our shipping costs within Germany and Europe are EUR3.90. In the case of orders with a value in excess of EUR90.00, we deliver to these countries free of shipping charges. Deliveries to Russia, the USA/Canada and Mexico are subject to a shipping charge of EUR19.00. Deliveries to Asia cost EUR30.00, to the United Arab Emirates EUR35.00 and, to the rest of the world, EUR39.00. Our online shop in the US is available to all customers from the United States, Canada and Mexico. Shipping to Mexico / Canada and the US is carried out directly from our warehouse in California.

By which delivery service will my order be handled?

We use DHL for shipments to Germany, Switzerland and Russia. For deliveries to all other countries we use UPS.

Can I also have packages delivered to packstations?

As the stores are independent retailers, they also have the right to decide which items from the range they are going to stock. We would therefore recommend that you contact the store in question to ask about the availability of the desired item.

Store Locator

How can I find a store near me?

You can find the Store Locator at the top right in our online shop. You can find all stores stocking our products there. As not all stores stock our complete range, please check in advance whether the store of your choice has your desired product in stock or if it can order this for you.

Can I try on all the products in the stores?

As the stores are independent retailers, they also have the right to decide which items from the range they are going to stock. We would therefore recommend that you contact the store in question to ask about the availability of the desired item.

WHEN YOU BUY

Order process

I haven't received an order confirmation.

Once you have ordered in the online shop, you will receive an order confirmation via e-mail. If you haven't received this within one hour, this might be for one of the following reasons:

  • Did you perhaps enter the wrong e-mail address?
  • Has the e-mail ended up in the spam folder of your e-mail account?
  • The order wasn't completed successfully. Please check in your user account under "My orders" whether the order has actually been entered into our system. If it hasn't, please submit the order again.

If none of the above apply, please wait for another day. You will as a rule receive another notification concerning your order within this period of time. If this doesn't happen, please feel free to contact our Customer Service team.

Can I change my order subsequently?

Your order will be processed and shipped within a very short time. In this way we can guarantee fast delivery times but are unable to make any retrospective changes.

Payment options

How can I pay?

You may pay for your order by payment in advance/bank transfer, credit card or PayPal.

Can I also pay with PayPal?

Yes, payment by PayPal is possible at any time. Having completed your order with PAUL HEWITT, you will be forwarded as usual to PayPal so you can make the payment.

What should I bear in mind when paying by direct debit?

With this payment method, we work with the Secupay service provider. Secupay reserves the right to put orders on hold for four full business days after verification of the return debit risk. Once it has been cleared by Secupay, we will be permitted to pass your order on to the shipping warehouse.

Minimum order value

Is there a minimum order value?

No, there's no minimum value for orders from us.

Size guide

How do I find the correct PHREP size?

Select your PHREP bracelet of choice. Beneath the option to place the item in the shopping cart we offer our PHREP tape measure.Please print this out in its actual size (100%) and cut it out along the lines. Fit it loosely around your wrist. Now you will be able to read off your correct size.

Here you will find a video that explains how to find your size: Instructions

How do I find the correct knot bracelet size?

Select your knot bracelet of choice. Beneath the option to place the item in the shopping cart we offer our tape measure for knot bracelets. Please print this out in its actual size (100%) and cut it out along the lines. Fit it loosely around your wrist. Now you will be able to read off your correct size. Our knot bracelets are made of flexible material.

How do I find the correct belt size?

Select your belt of choice. Beneath the option to place the item in the shopping cart, we offer our belt tutorial. Please follow the steps described there to work out the ideal size.

How do I find the correct ANCUFF size?

Select your ANCUFF of choice. Beneath the option to place the item in the shopping cart you will find a video that shows you how to work out the right size. To help you, you will need a tape measure to determine the circumference of your wrist.

Here you will find a video that explains how to find your size: Instructions

AFTER YOU BUY

Order status

Where is my package?

As soon as your order has been packed and is ready to ship, you will receive an e-mail notification. This notification will tell you that your package has been shipped and give you a tracking number. The tracking number will only become active once the parcel service provider has picked up and scanned your package. If the label for your package has been created after the daily collection, you will see movement in shipment tracking link only after collection on the next working day.

Instructions

How do I put the ANCUFF bangle on properly?

The following video shows you how to put your ANCUFF on properly: Instructions

How do I change my watchstrap?

The following video shows you how to change your watchstrap: Instructions

The following video shows you how to change the size of your metal bracelet:

The following video shows you how to change the size of your metal bracelet: Instructions

Cancellation

How long do I have to cancel my order?

The withdrawal period is 14 days from the date on which you receive the goods. If you wish to cancel, please contact our Customer Service team in advance. It will no longer be possible for us to refund the purchase price after this deadline has passed.

Where can I find the statutory cancellation form?

We send a cancellation form (wrf.pdf) by e-mail with every order confirmation. You can also download the form here

Returns

General information on the processing of returns

Our online returns portal allows you to process your return quickly and easily.

1. If you wish to return something, please register the return here via our portal. Alternatively, you can find the returns portal in the „My Account“ section or under „Customer Service“ in the footer of this page.

 

2. Please enter the delivery note number and the postcode of the delivery address in the appropriate fields. You will find the delivery note number on the delivery note for your order or on your invoice.

 

3. On the page that now appears, you will be able to see all the items on your order. Enter the number of items that you wish to send back here.

 

4. Have you filled in all the fields? So that we may continually improve our service, we're always glad to hear why something is being returned.

 

5. Confirm your return by clicking on “Send”.

 

6. In the next step, you can save the return form for your order that has now been created automatically as a PDF file and print it out. This PDF file will also be sent to you by e-mail. This gives you more information about your return.

 

7. Enclose the printed return form with your return. Please write the address on the package and affix the correct postage. The returns process has now been initiated, and you can return the package to us.

 

Would you like to order another item? If so, simply submit a new order via our online shop. You can leave the shipping costs for this new order to us. You'll find the relevant code in your return confirmation e-mail.

Please send your return to:

Versandmanufaktur -Returns-

Wideystr. 58 

D-58452 Witten

Germany

Here's a quick tip: If you send back your return insured, you will receive a number with which you can track your parcel. We recommend that you keep the slip until you've received an e-mail from us confirming receipt of your return. Please order your new item of choice from our online shop when sending back your return.

 

For free shipping, you will receive a voucher code by e-mail along with the confirmation that your return has been registered. We will send your new order within 2-3 working days. You will as usual receive e-mail notification of any change to your order.

Who bears the costs of the return?

If you want a refund, you will need to bear the cost of returning the goods. Please send only franked parcels back to us.

Has my return been received?

We will let you know as soon as we have processed your return. We don't currently issue a notification that the return has been received. However, you will receive an e-mail as soon as your return has been processed in the first step.

When will I get my refund?

Once we have processed your return (within 10-14 business days), we will refund the amount immediately via the means of payment you originally chose. If you chose to pay by credit card, it may take up to four weeks (depending on the credit card company) for the refund to be credited to your account.

Incorrect delivery or fault

What should I do if the product I receive is wrong or faulty?

If you get the wrong delivery or a defective item, please contact Customer Service. We will then send you the correct item or an item that is in perfect condition as soon as possible. So that you can return the incorrect or faulty item, you will receive a return slip by e-mail from DHL (please also check your spam folder). Please print this out and attach it to the parcel. Now you will be able to post it free of charge at the post office.

Customer service

How can I contact customer service?

You can contact Customer Service by phone on +49 441 3794893 0 from 9 am to 12 pm and again from 1 pm to 4 pm, Monday to Friday. You can also contact us out of hours by e-mail at service@paul-hewitt.com. You will receive a response within 24 hours (Monday to Friday). Mails that arrive at the weekend will be processed in chronological order on the following Monday.