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Returns and Exchanges

Order security for you

Thanks to technology by commercial server in mode security (SSL), all information that you entrust us, cannot be read during the transfer of data by anybody else. The 3d Secure company Ogone takes care of the credit card transactions. We do not get to see your credit card information. When the transaction is authorized by the credit card company, we receive your order and you receive an automatic confirmation email.


Order security for us

Because Masters In Time is responsible for credit card fraud, we have the right to make inquiries with your bank if the address on the card is not the same as the address where we send the goods. We also have the right to cancel orders without any prior notice.

We will always report any credit card attempt of fraud to the credit card company.


Web catalog Terms

Prices are subject to change without notice. We are not responsible for typographical errors. Issuance of this catalog is not a commitment to sell.

The products are described with greatest exactitude, however if, despite every precaution taken by the seller, an error has occurred, the seller can always cancel the order. The order is final when the seller has accepted the payment of the price established by the purchaser.


Returns

Masters in Time is committed to make your shopping experience a success. If - for whatever reason - you are not completely satisfied with your purchase, we will accept returns within 30 days from delivery for exchange or a full refund.

Terms and conditions for returns
  • 1. The product must be returned within 30 days from delivery.
  • 2. Watches should be shipped via standard registered mail. Watch straps can be sent via regular mail
  • 3. The product must be returned unworn and undamaged. Fitting a watch is of course no problem, however, the watch strap should not be broken or bent out of shape
  • 4. Standard plastic boxes will not be replaced if broken during transport
  • 5. Please return the product in the original manufacturer's box it came in. Do not place stickers or shipping labels on the manufacturer's box
  • 6. Please include our Returns and Exchange Form in the package. You can download this form below
The exchange form is available for European and non-European customers

European customers: Download European exchange form
Non-European customers: Download Non-European exchange form


Exchanges

We will send a replacement product as soon as possible upon receiving your package. If the product is sold out we will issue a full refund.


Refunds

Refunds will be made as soon as possible upon receiving your package. Please allow 2 - 3 weeks for all refunds to be processed. In all cases, refunds will be made in the form of the original payment.

All web returns and web exchanges to Masters In Time must be mailed to the address below:

Holland Watch Group B.V.
Returns Department
Willebrordusstraat 14
3037 TR, Rotterdam
The Netherlands

Complaints

MastersInTime.com is proud to be a reputable company. We are certain that we are able to find a suitable solution for any complaint.

Please send your complaint to cs@mastersintime.com with 'Complaint' in the subject line and we will respond within 24 hours on working days.

Shipping Conditions

Masters in Time ships Monday through Friday excluding holidays. All orders are shipped within 24 hours (on working days) after receiving payment confirmation. Please Note: orders shipped with UPS/FedEx require a signature upon delivery.


Shipping Costs

Shipping costs are automatically calculated during checkout and are shown before you complete your purchase. These costs are based on the weight of the goods you order and the country of delivery. Shipping costs include handling/shipping and insurance. We offer free shipping under the following conditions:

*EU Orders: Free shipping on all orders over 50 Euros (EU €).
*Countries outside the EU: Free shipping on all orders over 100 Euros (EU €).
* Shipping options and costs to certain European countries may be different. This is due to the fact that the standard shipping method for some countries is not completely reliable and we've had several incidents in the past, such as lost packages. Whenever possible, we will offer you only the safest, quickest shipping methods even when this means a higher shipping cost.


Damages incurred during shipping

Masters In Time is responsible for your order until is delivered to you in its new, working condition. Read the sections below on 'Item lost during shipping' and 'Item defective or damaged during shipping' for more information on what to do in such situations.


Item lost during shipping

If your order hasn't arrived after 20 working days from the shipping date, simply contact us and we will take care of the rest.


Item defective or damaged during shipping

Did an item arrive damaged or defective? We apologize for the inconvenience. Please use the form below to report your problem and include it in your returns package. Upon receiving the returned item we will take care of replacing your purchase as fast as we can. If it is not possible to replace your item, you will receive a refund for the full amount that was paid for the item in the same form of payment and account, originally used for the purchase. Please note that we are unable to replace standard plastic boxes that are broken during shipping.


European customers: Download European exchange form
Non-European customers: Download Non-European exchange form

Delivery times

Masters in Time / Holland Watch Group B.V. only sells goods from stock. This means that all products will be shipped the first working day after ordering.


Shipping times

Shipping times can be seen during the checkout process. These shipping times are communicated as an indication. Actual delivery times will vary per country, selected shipping method and ultimately, your local postal office (if you have selected standard/free shipping). Please Note: We do not accept cancellation of orders during the shipping period even when the shipping takes longer than expected.


Important information about import taxes for Customers outside the EU

You may have to pay import taxes and/or customs duties. You may also be required to pay a handling fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them. We request that you contact your local customs office for advise on import taxes for goods received from The Netherlands. Please be aware that Customs regulations differ by country and not knowing these regulations can result in your order incurring high import duties, the delivery being delayed or even returned.