Shipping & Returns

Do I receive an online tracking number?

Premium shipments with DHL Express receive a tracking message on their email and mobile cellphone number. With DHL's On Demand Delivery (ODD) feature it is possible to manage the shipment easily. With ODD it is possible to change when, where and how the delivery will take place. It is possible to:

• Change the delivery date
• Deliver at a DHL Service point
• Change the delivery address
• Allow delivery to neighbors / reception / security
• Allow delivery without signature
• Hold package until you return from your holidays (max 30 days)

Does international shipping include customs charges and taxes?

For all orders to countries within European Union customs are included, that means that there is no need to pay extra for your package upon arrival.

For orders to countries outside of European Union unfortunately duties and taxes are not included in the price. We ship your items with DHL, but be aware that extra costs (customs and taxes) may be charged in your country. If you wish to learn about potential fees that apply in your country, it is best to contact your local customs office.

What is our Shipping Protection?

Experience peace of mind with our new Shipping Protection feature, designed to provide you with added assurance throughout your purchase journey. With Shipping Protection, you gain the advantage of expedited resolution in the rare event of a lost package. Unlike traditional processes that can take weeks for shipping companies to complete their investigations, our Shipping Protection ensures prompt action. If your package is lost, we’ll promptly send you a replacement without waiting for lengthy investigations, allowing you to choose between a swift refund or immediate reshipment. It’s our way of prioritizing your satisfaction and minimizing any inconvenience.
Please note that this process applies exclusively to packages confirmed as lost; in cases where tracking status shows delivery confirmation, further investigation may be necessary to verify the status.

Exchanges & Returns (how do I return my order?)

We hope you're happy with everything you buy from WoodWatch. If this is not the case, you can return your purchase within 45 days after receipt with our returns portal. Please note the following before making a return:

• You will cover the direct return costs. We offer a simplified process for you: we manage the return and deduct costs from your refund (you will see the details for this simplified process below).
• Your return must be registered within 45 days of receipt.
• Your return must be in its original condition and in the original packaging.
• Any free products/gifts must be returned.
• Engraved products follow a different return policy.*

Do you want to return something?

• We arrange the return and deduct the return costs from the refundable amount (you can see the costs in the below table). You should register a return in our return portal using the button below. You will be refunded once the return is received.

Start a return 

Would you like to exchange a product? First register your return in our return portal and then contact us here for your exchange request.

*Is your product engraved? Then we will charge an extra fee. Scroll down to learn more about our return policy for engraved products. For damaged products, we’d like to refer you to our warranty policy.

How do I return my order using WoodWatch return portal?

1. Click 'start a return' and enter your email address and order number.
2. Tell us which products you want to return and why. Proceed to the next step
3. Choose a carrier of your choice and confirm your return.
4. Your return label is immediately created. We will also automatically send you the label by email.
5. Pack your return carefully with minimal movement space for the shipped products.
6. Hand over your package to the chosen carrier and have the barcode scanned.

We will process the exchange or refund within 10 working days of receipt.

How much does a return cost using WoodWatch return portal? 

In addition to these shipping costs, we charge a restocking fee for engraved products. Below you will find an overview with an indication of the return costs and shipping times per region. The charges will be deducted from the refundable amount.

^{*Please see: “What is a Restocking Fee?”} 

What is a Restocking Fee?

Engraving products costs us extra time and resources. That's why we charge a restocking fee for engraved products when they’re returned. We charge the engraving cost you can see on the product page.
To return an engraved product, you can use our returns portal. The costs will eventually be deducted from the refundable amount.

What is the warranty offered on WoodWatch products?

Each WoodWatch product is made with an eye on quality, including the materials used to make your product. Before a product is shipped, it has undergone multiple tests to ensure the highest possible quality and workmanship. From the date of delivery, the product is warranted for a period of no longer than two years.

Warranty conditions

We advise treating your product with appropriate care to maximise their lifetime. We explicitly cover product defects that are caused by normal usage. Warranty does not apply to self-inflicted damage caused by inappropriate treatment. Our product categories have different warranty conditions specified below:

If you would like to file a warranty claim, please contact our support team here. To find a quick solution, we ask you to provide as much information as possible, including your order number and pictures of the defect. If your warranty claim is approved, you should make the return for further inspection. After inspection, we will either repair or replace the product accordingly. The product will then be shipped back to you with standard shipping. We will cover the shipping costs for the the reshipment of your product.

*Enjoy free worldwide shipping on orders over €50.