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FREQUENTLY ASKED QUESTIONS

Below you will find answers to the most common questions we are often asked, if you have a question not listed then please get in touch.

Shipping

Which countries do you ship to?

We are delighted to be able to offer shipping to any location within the UK and Rest of the World.

How much does shipping cost and how long will my parcel take to be delivered?
UK Delivery Time Charge
UK Next Working Day Delivery Next Working Day (If ordered before 2pm GMT) £9.00
Standard Delivery 3 Business Days £4.00
Europe Delivery Time Charge
Standard Tracked and Signed 4-6 Business Days £7.00
UK Delivery Time Charge
International Tracked and Signed 7-9 Business Days £9.00

In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives.

Cricket Sweaters are all handmade to order (7-10 business days).

Deliveries are made from 8am until 6pm and will require a signature, so you may wish to provide a delivery address where someone is available to sign. If you are not at home, the carrier will try a neighboring address or leave a calling card.

Deliveries are not made on National Holidays.

Note: Orders over $150 to the USA Will be shipped by international courier, meaning your parcel should be delivered within 2-4 business days. (Customs Permitting)

Note: Orders Placed on a Friday before 2pm will be delivered on the next working day (Monday).

What time will my delivery arrive?

Deliveries are made anywhere between 8am and 6pm in your local time and will require a signature. In the event that you are not home, the driver will endeavour to leave your parcel with a neighbour or, alternatively will leave a calling card. Please note: Deliveries will not be made on Bank Holidays.

Returns

Do you offer refunds on unwanted or faulty items?

Yes. We strive to ensure that every item despatched to you conforms to our high standards. However, in the event that an item arrives with you and you are not entirely happy, please contact us immediately so we can arrange an exchange or refund.

To arrange a return or exchange please contact us via one of the below methods:

+44 (0)8451 29 29 00
– If you are in the USA, you can call: +1 866 434 6937 (TOLL-FREE)
– Send an email to sales@smartturnout.com

How long do I have to return my parcel?

You have 14 days from receiving your parcel to contact us and arrange a return. Items outside of this 14 day period will unfortunately not be accepted.

Where do I send my return and who covers the cost?

Refunds are available for all of our products with the exception of our Cricket Sweaters due to the fact that they are made to order. Cricket Sweaters can however be exchanged for an alternative size.
Please make your parcel out to the following address:

Smart Turnout
15 Cloisters House
8 Battersea Park Road
London
SW8 4BG
United Kingdom

As the customer, it is your responsibility to cover the cost of returns. We strongly recommend sending your parcel tracked and signed for and always keeping hold of your receipt as the parcel will remain your responsibility until it reaches our warehouse.
UK Customers: If you are returning an item from within the UK please follow the above directions but feel free to use the prepaid returns label that can be found on your delivery note. Please ensure that you still request proof of postage on shipment.

Orders

I have a discount code, how do I use it?

Lucky you! Our discount codes can be used on the ‘checkout’ or ‘basket’ page of the site. When you reach this page you will see a box displayed below your order total labelled ‘Coupon Code’. Simply enter your code here and press enter. Please note that discount codes are case sensitive. If you are struggling to find the box to enter your discount code

Only one discount code is valid per order unless stated otherwise.

Which payment methods do you accept?

We currently accept the following payment methods: MasterCard, Visa, Maestro, American Express and PayPal.

Which currencies do you accept online?

You can browse the Smart Turnout site in both £’s and $’s. However, you may pay in your local currency at checkout.

I haven’t received my order confirmation, what should I do?

If you have not received an email confirmation please use the contact us page to notify us and we will be sure to supply you with one. Often emails can contain typos, so notifying us means that we can ensure we have the correct contact information for you.

When will my order be despatched?

We aim to despatch all orders on the day of purchase if your order is placed before 2pm GMT, however, some limited stock items are held in our store meaning this could add an extra day to despatch. This excludes Cricket Sweaters as these are handmade to order.

How do I track my parcel?

Once your item is shipped you will receive a follow-up email to let you know your parcel has been despatched. To track your email you can simply log in to your account and navigate to order history where you will be able to find your unique tracking number.

Products

Do your Watches come with a warranty and how long is this valid for?

Yes, all of our watches come with a 1 year warranty as long as you can provide proof of postage for your return, along with your warranty card.

My watch is broken can I get my watch repaired?

Yes, we offer a watch repair service and have centres around the globe. For more information on what is covered by our watch repair service, and for details of your local centre please visit our Watch Repair page HERE.

How do I clean and care for my watch?

All watches come with an extensive watch manual detailing how to use your watch as well as other useful information such as how to clean your NATO straps. This manual also acts are your warranty card and can be found in the base of your watch box.

Stores & Stockists

Do you have a retail store?

Yes, you can find our retail store at 169 Piccadilly, London, W1J 9EH. For more information and a detailed map for our retail store please click HERE.

Where are your products stocked?

We have a vast range of stockists across the UK and internationally, our full list of stockists can be found HERE.

I want to stock your products, how do I go about this?

We are pleased to hear you are interested in stocking our products and would be happy to assist. Please contact wholesale@smartturnout.com to submit an enquiry or to arrange a meeting.

Can you make bespoke merchandise for my organisation?

Absolutely, we provide bespoke merchandise for many prestigious clubs, regiments, universities and more all around the globe. To inquire about what we can offer please submit an enquiry via our contact form on our corporate site HERE.

Worldwide Shipping

FREE RETURNS ON UK ORDERS

1 Year Warranty on Watches

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