Frequently asked questions
BEFORE YOU BUY
Customer account
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.
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. For Germany, you have the option of express shipping for orders placed before 12:00 am 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. As soon as your order is ready and waiting for collection by the delivery service company, you will receive an email notification with the tracking link. There is no weekend shipping.
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?
We deliver within Germany and other countries of the EU, we deliver free of shipping costs from a minimum order value of 59.00 EUR. For Switzerland and EU border countries there are no shipping costs from a minimum order value of 80.00 EUR - otherwise in Europe shipping costs between 5.90 EUR and 7.90 EUR are incurred. For deliveries to the USA there are shipping costs of 10.00 USD, which do not apply from a minimum order value of 90.00 USD. For deliveries to Canada the shipping costs are 15.00 CAD, if the minimum order value of 80.00 CAD was not reached. Russia is charged with 19.00 EUR shipping fee, Asia and the United Arab Emirates with 30.00 EUR and the rest of the world with 39.00 EUR. Please note that the mentioned shipping conditions may vary during promotional periods - e.g. at Christmas. For more information, please see our shipping infos.
By which delivery service will my order be handled?
For domestic shipping within Germany as well as shipping to Switzerland, we use the delivery service company DHL and for all other countries UPS.
How can I find a store near me?
You can find the Store Locator at the top left in our online shop. You can find all stores stocking our products there. As the stores are independent and autonomous dealers, they decide for themselves, which items are to be included in their product range. Therefore, we recommend contacting the store in question beforehand and asking for the availability of the desired items.
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:
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.
- 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
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 Payone service provider. Payone 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 Payone, 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.
Discount codes
How can I redeem a discount code?
Enter the discount code in the field provided at the checkout in order to redeem it.
Can discount codes be credited retrospectively?
Please note, that an order that has already been completed may not be amended due to data protection reasons and therefore retrospective crediting of the discount is not possible.
How often can I redeem a discount code?
Please note that all discount codes can be redeemed once per order and once per customer.
Can discount codes be combined with one another?
Discount codes cannot be used in conjunction with other discount codes and/or vouchers. Discount codes cannot be redeemed for the purchase of sales items. Cash payment is not possible.
When is the discount valid with a minimum order value?
If the discount code is tied to a minimum order value and if this has not been reached when completing the order, excluding shipping costs, then the discount code shall not be redeemable.
Am I entitled to get my discount code back if I return my order?
If you would like to make use of your right of return, then the reduced purchase price will be refunded. You are not entitled to a refund or replacement of the discount code. The discount code will expire if you return your complete order. Therefore it cannot be used again for your follow-up order.
Am I entitled to get my discount code back if I partially return my order?
We reserve the right to cancel the discount code in cases where the minimum order value falls subsequently short due to items being returned.
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.
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.
We have decided to extend the return policy! The current return deadline is 30 days.
Returns
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.
Restricted return of personalised items
As already communicated with the order, personalised products (with an engraving) are excluded from the return. However, this does not apply to bracelets with an engraved pendant. For these we will refund the purchase price minus the costs for the engraving in the amount of 10,00GBP. Please also note that the engraved pendant can be removed from the bracelet. Simply report the item as damaged/defective using our return form, upload a photo and specify the correct reason for return in the comments field. We will then process your request for a manual inspection within 24 hours.
Can I exchange a size of my product?
A direct exchange is not possible. However, if you would like a different product, please place a new order via the online shop.
Incorrect delivery or fault
What should I do if the product I receive is wrong or faulty?
If you have received a wrong or defective item, you can register it for return via https://paul-hewitt.com/returns or via your customer account. We also ask you to provide us with a photo of the defect, which you can upload during the return process. After your registration we will send you the correct or an intact item as soon as possible. For the return shipment you will receive a return receipt which will be sent to you by email by DHL (please also check your SPAM folder).
Limited edition products
If a limited edition product has a defect and you would like to have it replaced, please remember that we can only offer a replacement if the product is still available.
Customer service
How can I contact customer service?
You can contact Customer Service by phone on +49 441 3794893-0 from 1 - 4 pm on Tuesday to Thursday and 10 - 12 am on Fridays. You can also contact us out of hours by e-mail at shop@paul-hewitt.us. 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.
CHRONO LINE MANUAL
How do you set the time?
To set the time forward or back, pull out the watch dial (second click) and turn it clockwise.
How do you set the date?
In order to set the date, pull out the watch dial half-way (first click) and turn it anticlockwise. The date should change accordingly with each complete revolution. If just the time changes, however, then you’ve pulled the watch dial out too far. Please note that you can only set the watch’s date forward and not back.
How does the stop watch work?
Our Chrono Line stop watch can measure a time interval of up to 60 minutes.
- Before setting the time, ensure that the stopwatch’s second and minute hands are in the 12 o'clock position. You can set the stop watch to 12 o’clock by pressing the button B.
- Press button A to start the stop watch. You can restart and stop the watch as many times as you like by holding down button A.
- You can also take split times by pressing button B while the stop watch is running. You can press button B to stop and then start split times as much as you want.
THE GRAND ATLANTIC MANUAL
How do you set the time?
To set the time forward or back, pull out the watch dial (second click) and turn it clockwise.
How do you set the date?
In order to set the date, pull out the watch dial half-way (first click) and turn it anticlockwise. The date should change accordingly with each complete revolution. If just the time changes, however, then you’ve pulled the watch dial out too far. Please note that you can only set the watch’s date forward and not back.
