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FAQs

Account Registration

1. Can I complete my purchase without creating an account?
We recommend that you create an account with us before placing your order, however you can also complete your purchase as a guest.
As a registered member, you will benefit from the following features:

Autofill: your details and shipping address will be saved and displayed automatically on the checkout page.
Purchase History: you will be able to access your order history for two years.
Wishlist creation: you will be able to save items you are interested in your “Wishlist” while shopping.
News & Information: you will be able to subscribe to be notified about our latest news and services.

2. Can I create an account without confirming my address and contact information?
We require your contact information and address to complete your account registration. If your registered information is incorrect or incomplete, we will try to contact you before fulfilling your order. If we are unable to get in touch, we may need to cancel your registration and your order.
3. Can I create an account with an overseas billing address?
Please only use an address located in the United Kingdom to register your account.
4. I forgot my password.
For help in recovering your password please refer to Article 5: Login ID and Password in our "Terms of Membership".
5. Can I update my account information such as my name, address, and email address?
You can update your personal information under "My Profile" in “My Account” however, you will not be able to change your order history.
6. Can I add a new shipping address or update the registered one?
You can add a new shipping address, register multiple shipping addresses, or update your billing address under "Address Book" in “My Account”.

You can set one of your addresses as your "default address". This address will be automatically entered as a shipping address on the checkout page.

You will not be able to change the address displayed in your order history. If you would like to change your shipping address after your order was placed, please contact us directly as soon as possible.

7. I would like to close my account.
If you would like to close your account please refer to Article 11: Membership withdrawal in "Terms of Membership".
When your account is closed any membership benefits such as your "Order History", your "Address Book", etc. will no longer be available and all registered information will be deleted.

Grand Seiko Newsletter

1. Subscribe to our latest news and services.
You can subscribe to be notified about our latest news and services if you create an account with us.

Please visit the “My Profile” section in “My Account” at the top of the page, and then select "Yes, Please" under "Would you like to be notified about the latest news and services from Grand Seiko?"
2.Unsubscribe from communications from us.
Please visit “My Profile” under “My Account” at the top of the page, and then select "No, Thank you" under "Would you like to be notified about the latest news and services from Grand Seiko?"
3.What kind of information will I receive as a subscribed member?
We will notify you about our latest releases, news and services or collections which may be relevant to you personally as a member.

Grand Seiko Collections

1.Can I place an item on hold?
We are unable to accept reservations of any items listed for sale online. We can however accept pre-orders. For more information please contact us directly.
2. Can I pre-order an item?
You can pre-order some of our items listed. Pre-ordered items will be shipped to you when the item is available. If you would like to place a pre-order on any items which do not have a pre-order option available on the item page, please contact us directly.
3.Are the items marked as "Out of Stock" no longer available?
Some items may be restocked. If you are waiting for an item to be restocked, please click the "Notify Me" button on the item detail page. The item will be added to the "Stock Notification" page in your account. As soon as it is back in stock, we will notify you.
4.Can I purchase the watches available on your website through your London Boutique?
You can, however we may not have some items in stock. Please contact us directly and we will confirm the availability or do our best to order the items on your behalf before you visit us.
5. I am unable to find the item I am looking for.
If you are struggling to find the item you are interested in on our website, please contact us.
6. I am struggling to find an item I saw on your website just a few days ago.
It is possible that the item is sold out or temporarily unavailable. Please contact us directly and we will confirm the availability.
7.Can you special order items?
We may be able to arrange a stock transfer for you or offer a special-order service on items which are not available online. To discuss availability of this service for an item which interests you, please contact us directly.
8. Do you price match or offer discounts?
As the official UK brand retailer, all our prices are as stated on the website.

Placing an Order

1. How can I confirm whether my order was placed correctly?
After you place your order, you will receive an "Order Confirmation" email which will include the items you ordered along with your shipping and billing address details. Please keep the email as a confirmation of your purchase and contact us directly if any of the details are incorrect.

If you registered for an account with us, you can also confirm the order details in the "Order History" under “My Account” at the top of the page.
2. I placed an order, but did not receive an "Order confirmation" email.
If you did not receive an "Order Confirmation" email, even though the order number was displayed on the screen after placing the order, there is a possibility that your order was not placed correctly. Please contact us directly and we will confirm your order status and details.
3. Can I change the items in my shopping bag?
You can change the contents of your shopping bag including the items added and the quantity, before clicking the “CHECKOUT” button.

After you place your order on the checkout page, you will not be able to change or cancel your order. Please contact us directly with your order number and we will amend or cancel the order for you.
4.I would like to combine my orders into one delivery.
Please contact us directly with your order numbers.
5. I would like to place an order, but my delivery address is not automatically displayed.
Please ensure you are logged into your account before placing an order. When logged in, you will be able to use the "Address Book" function on the checkout page.
6.How can I view my order history?
The "Order History" feature is one of the benefits of creating an account. If you placed your order with your account login, your order information has been saved in the "Order History" section under “My Account”.

If you placed your order as a guest please contact us directly to confirm your order history.
7. Can I change/cancel my order?
Please contact us if you would like to cancel your order before it is dispatched. We will refund your purchase within 3-5 working days.
8.Can you adjust my watch?
We can adjust your bracelet to your wrist requirements before shipping the watch to you. When completing a purchase, please select your desired wrist size or alternatively please contact us directly.

Order Payment

1.What kind of payment methods do you offer?
We currently accept Visa, Mastercard, American Express and PayPal.
2.There is no record of the order amount withdrawal in my bank account. Did I complete my purchase correctly?
The order date and credit card billing month may differ. You will receive an “Order Confirmation” email to confirm your payment method has been charged. Please contact us directly if you believe there has been a problem processing your order.
3. Do you offer finance?
We currently only offer finance through our London boutique, however this payment option will soon be available through our website.

Order Shipping

1. I would like to change the shipping name to a company name in my order details
Please submit your request under “Special Instruction” at the bottom of the order confirmation page.
2.Can you deliver the items in my order to multiple addresses?
If you would like us to dispatch your order to multiple delivery addresses, please place a separate order for each address or contact us directly after you placed your order.
3.How much is your delivery fee?
We are pleased to offer complimentary delivery at no charge on all online orders within the UK, including the Channel Islands, Northern Ireland and the Scottish Islands.
4.When can I expect my order?
We aim to deliver all orders within 5 working days but please allow additional processing time for orders placed on UK Bank Holidays. Our UK delivery is fulfilled through DPD courier services and you will be able to track the progress of your delivery on the DPD website.
5.Where is my delivery?
We ship our orders with a DPD next day delivery service. You can track your order on the DPD website by entering the tracking number you received. If you did not receive a confirmation email with the tracking details, please contact us.
6.Can I specify the arrival date?
If you would like to receive your order on a specific day, please contact us.
7.Can I specify a different delivery company?
Our orders are fulfilled by DPD however if you have special requirements, please contact us directly and we will do our best to assist you.
8.My order was a gift, I would like to confirm that it was delivered.
You can confirm the delivery status of your order by selecting "Confirm Delivery Status" in the "Delivery Notification” email. Alternatively, please contact us directly and we will do our best to assist you.
9.Can you deliver outside the United Kingdom?
We deliver across the United Kingdom, Channel Islands and Isle of Man. Unfortunately, we do not ship to the Republic of Ireland, Falkland Islands, BFPO and PO Box addresses, nor any overseas addresses. For more information please contact us.
10.Can I collect my watch in the Boutique?
If you would prefer to collect your watch in our London Knightsbridge Boutique, please select the “Pick-up In Store” option while submitting your order. Alternatively, you can contact us.

Service and Repairs

1. The item previously purchased has been broken or is no longer functioning as it should be. Can you repair it?
Please refer to our "Service and Repairs" page for more details or contact us.
2. How long does the warranty last?
From the 1st of October 2021 Grand Seiko extended the warranty from three to five years on all timepieces purchased at any authorised retail partner worldwide. The new five-year warranty is in effect from October 1, 2021, and will also be applied to any Grand Seiko watch purchased on or after January 1, 2021.
3.What is covered by the Grand Seiko Warranty?
We warrant free repair and adjustment service against any defects on the watch head (movement and case) and metallic band, provided that the watch was used as described in the instruction manual. The period of the Grand Seiko worldwide warranty is five years from the date of purchase. In order to apply for this service under the warranty, you need to present the Grand Seiko Certificate of Warranty with the required fields properly filled in to an authorized Grand Seiko dealer or any member of the Grand Seiko service network. The worldwide Warranty for Grand Seiko will be provided by an authorized Grand Seiko dealer at the time of purchase. If you plan to purchase a Grand Seiko in Japan and take it out of Japan, make sure to receive the Grand Seiko worldwide warranty at the time of purchase. Servicing of Grand Seiko watches will be performed only at the Service Centres listed in the Grand Seiko International Service Network which are marked with [S.R.], [S.A] or [S.A]*. If your area is not listed in the network, please contact the nearest Authorized Seiko Service Centre.

[S.R.] Service Reception

[S.A.] Service Available

[S.A.]* Service Available but models with specific characteristics are to be sent to Japan for repair

4. Warranty Details Search
To provide a more accurate and prompt after-sales service the warranty information of each watch is registered online for any watches purchased from and including the 1st of October 2021. To search for your registered warranty details, please enter your watch information here.
5. What is your Service cost?
The price of servicing a watch depends upon several different factors, including the watch model and the type of movement.

Please get in touch regarding your service enquiry with our Customer Service Team.
6. How much will a Watch Repair cost?
The price of your repair depends upon several different factors, including the watch model, the type of watch, the age of the watch or if it is water resistant etc.

Please contact us our Customer Service Team for more information.
7. How often should I have my watch serviced?
As with any precision instrument with moving parts, it is important to have your watch serviced at regular intervals to maintain its optimum performance and to replace gaskets that can become worn and hardened with age which will reduce the water resistance of your watch.

Please refer to your watch manual for the recommended service time or contact us directly. The service intervals will also depend upon the type of watch, the climate and environment it is worn in and the general care taken by the owner of the watch.
8.Am I able to purchase watch parts from Grand Seiko?
For technical and quality reasons, and to ensure the high standard of repair required by Grand Seiko, we do not supply spare parts to our customers. We recommend that you send your watch to the SEIKO UK Service Centre in Maidenhead or contact a Grand Seiko Authorised Dealer to have the watch part(s) replaced.
9. What should I do if my timepiece requires a service or needs a repair?
The service and repair division for Grand Seiko is located at the SEIKO UK Ltd head office in Maidenhead. Please refer to our "Service and Repairs" page for more information.

Other

1. I would like to cancel my order.
Please contact us directly if you would like to cancel your order before it is dispatched. We will refund your purchase within 3-5 working days. Please refer to the cancellation section of our Refunds and Refunds page or contact us directly.
2. The item I received is defective.
We make every possible effort to control the quality of our collections. If you believe you received a defective item please contact us directly. For more terms please refer to the "Returns and Refunds" page.
3. What is your Returns Policy?
Your rights to end the contract will depend on the item that you have purchased, whether there is anything wrong with it, and when you decide to end the contract. To view our full Returns Policy please visit the link .
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