FAQs

Frequently asked questions

If you have any questions which are not below please do get in touch with the Customer Care Team by emailing info@burlinghamlondon.com and we will be happy to help you out.  
   

Orders    

How do I change or cancel my order? 
Please contact our customer care team on info@burlinghamlondon.com as soon as possible in order for us to change / cancel your order before your order is shipped. 
  
How do I place an order? 
Please choose the watch and / or extra strap that you wish to purchase and add it to your shopping cart. Once you have done this, proceed to the checkout page where you will need to fill in your personal information and pay for the order. Please ensure to complete all steps in the payment process when paying so we are able to capture all of the required information to ship your order.
 
Was my order successful? 
If your order was a success, the email address you provided during the ordering process will receive a confirmation email.
Please check your junk folder to confirm it hasn't been mistakenly filtered there before contacting us if no email has been received. 
If no email has been received, please check your junk folder in case the email has been directed there. If not, please email us on info@burlinghamlondon.com. 
   
 

Payment     

We ensure that our online payment platform is certified to PCI Service Provider Level 1 - the most stringent level of certification, giving you peace of mind when buying through our website. 

Which payment methods can I use? 
We accept all of the major card providers - Visa, MasterCard, and American Express.  
  
Why did my order fail / payment fail? 
This is most likely caused by an issue with the card you have tried to pay with - we would recommend contacting your card issuer in this instance. Or, please try to pay with a different payment method - such as an alternate credit or debit card.
  
What currency can I pay in? 
We except GPB, USD, CAD, AUD, EUR, JPY. Please contact us if you need to pay in a different currency to these. 
 
 
 

Shipment    

Do you ship globally?
Unless otherwise stated, our prices include global shipping to one address. 

 

Where is my order shipped from? 

We ship all of our watches and straps from the UK mainland for both UK and overseas deliveries. 

 

Do you require a signature for delivery? 

Signature is required for deliveries within the UK, this ensures a safe delivery of your watch to your delivery address.  

Deliveries outside of the UK will be tracked and Burlingham will be notified when the parcel is successfully delivered. 

In order to ensure the safe delivery of your watch, we require a signature before our delivery partners are able to complete the safe delivery of the watch to the delivery address given within the UK. If there is no one in to sign for the product, three more delivery attempts will be made, before being returned to our delivery partners depot or Burlingham.   

  
If customs are charging extra for the shipment of my order, is it up to me to pay?
Customs charges may be incurred if your address is outside of the EU. Please contact the relevant customs departments in your country for more information on any customs charges that may be payable. As the charges are so varied depending on location, we will leave this in your trusted hands. 
If your address is not within the EU then you may incur customs charges and  Burlingham would not pay for them. Please contact the relevant customs departments in your country for more on any customs charges that may be payable.  
  

  

 

Return and Exchange   

As a valued customer of Burlingham, you have the right to return and receive a full refund of any purchased products from us within 14 days of receiving your order. 

Please provide a valid proof of payment - showing that the watch was purchased within the 14 day period. With this, the full amount can then be reimbursed. Unfortunately, we are unable accept returns for any product purchased from a third party. It is up to the customer to arrange and pay for return shipping.

If you are returning the watch due to an issue or error that you believe to be Burlingham's, please contact us BEFORE sending the watch back to us within the 14 days at info@burlighamlondon.com 

 

How do I return my watch? 

The watch must be in exactly the same, new condition, as when you received the watch. Please contact us via email to arrange refund or exchange at info@burlinghamlondon.com before sending your watch back to us. 

Please pack the watch the same way it was delivered, in the original packaging with the product information. Do not bend the leather straps and please ensure the watch is facing upwards.

All returns should be sent via a trackable carrier. They should be insured and require a proof of delivery. This ensures that all returns are successfully returned back to us. 

 

Have you received my return?  

You will receive an email confirming your returned watch has successfully reached us from our Customer Care team. Your refunds will be issued to the card you used to place the order, this typically takes 5 working days in the UK dependent on your bank/card issuer, and slightly longer on international orders.

  

Warranty 


Can you explain your warranty?

Burlingham London offers a twelve month guarantee from the date of purchase under the terms and conditions of this warranty to cover against defects of material and manufacture.

Faults on the movement, strap and watch case are covered by the warranty.

Any defect will be repaired free of charge during the warranty period on presentation of a valid warranty certificate. Burlingham London Ltd guarantees replacement of a watch if repairs are unable to restore the watch to its normal condition. The replacement guarantee for watches ends twelve months after the date of purchase. 

This warranty does not cover:

The cover of the warranty excludes:

- Battery life

- Wear and tear and ageing as per normal of any watch (e.g. scratches; colour changes)

- Damage as a result of abnormal / abusive use, accidents, carelessness, negligence.

- Servicing of the watch (e.g. for battery or strap replacement) by non-authorised persons

The waranty does not affect the purchaser’s rights against the seller nor any other mandatory statutory rights the purchaser may have.

To get your warranty issue completed as quickly as possible please contact us via email (info@burlinghamlondon.com) to arrange a refund or exchange.

  

Product information  

Is the watch water resistant?

All of our watches are water resistant to 5ATM. This includes resistance to moisture and swimming in shallow waters. We do not advise wearing the watch in a hot environment such as a Sauna or Hot Tub or in water for prolonged periods of time. Please also ensure the crown of the watch is securely fastened when in the presence of water.  

 

How do I change my wristband?

We highly recommend you take your watch to a jewelers or to have the strap changed. This should be very straightforward.

To change the strap yourself, it can be quick and simple with the right tool as shown in this YouTube video.

 

What is the length of the battery life?

The expected life length of the battery is 2 - 4 years depending on external conditions such as temperature, humidity and care of the watch. The battery is a silver oxide cell battery (standard button cell) and easily replaceable at many high street jewelers.    

 

Where are your watches made?

We have worked hard to provide outstanding quality at an attractive price point. All of our watches are designed and developed in London and by manufacturing in Asia we are able to keep prices affordable and quality levels consistent. 

  

Charity 

Why do you work with CoolEarth? 

Please see our page on our relationship with CoolEarth here as to why we work with such an amazing charity.  

 

How does your relationship with CoolEarth work? 

For every watch sale, you the customer have helped to protect 200m squared of rainforest through empowering indigenous villages to protect their native homeland. See more on this here.

We provide CoolEarth a clear audit trail of every watch sold to ensure that together you, Burlingham and CoolEarth make a genuine difference to people and the environment.

  

Contact  

If you would like to get in touch with us for further questions please email info@burlinghamlondon.com and our customer care team will be happy to assist you.