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Welcome to our contact page!

At hollandwatchgroup.com we understand that buying a high-end watch, is a special experience that requires attention to detail and expertise. e are happy to offer you the best possible experience and service. We are ready to answer your questions and support you in the best way possible. Any special request? No problem, we are happy to explore the possibilities with you. 

Opening hours Customer Service

Monday   09:00 - 17:30
Tuesday09:00 - 17:30
Wednesday    09:00 - 17:30
Thursday09:00 - 17:30
Friday09:00 - 17:30
Saturdayclosed
Sundayclosed

Give us a call

Watch lovers beware! Would you like expert advice on your watch question/purchase? Don't hesitate to get in touch, we love to help. 

+44 1296 8400 15

Send us an E-mail

Prefer to e-mail? Send us your question/comment via the contact form below this page. Our dedicated watch specialists are ready to help you with your questions, comments, requests or complaints. If you want to attach files, you can also send an email to cs@mastersintime.com.

Contact form

Do you have a question about returns?

  • Watches with metal bracelets often need adjusting to fit your wrist. If you specify your wrist size when ordering your watch we will happily adjust the bracelet for you free of charge before sending the watch to you. Would you like to learn more about our free bracelet adjustment service? Please visit our information page.

  • By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to seven working days.
  • By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes take up to seven business days.
  • On the product list page, below the products is indicated whether or not a product is in stock. Stock location The exact location of the product is indicated on the product page if the product is not in stock at our central warehouse, but for instance at one of our shops. To learn more about our stock statuses, please continue reading at our information page.

  • Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.
  • If you don’t like the product you have purchased and you would like to return it for a refund or exchange you need to return the complete product you have received, including the box, labels and all paperwork. Please include the completed returns form in your shipment. More information and the terms and conditions for returns and exchanges can be found here. The product must be unworn. Otherwise, you cannot return it for a refund.
  • Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.
  • If you are located outside of the EU, there is no free return label available. Please make sure you print the recommanded CN 22 or CN 23 form, and secure it on the outside of your return parcel. So customs can identify the content easily and delays are prevented. In case you have received a wrong or damaged product, please contact our customer service department as soon as possible!

  • In case your return label only reflects the address of Holland Watch Group, it means you are in a country for which no free return labels are available. Please make sure you return the package to the address shown on the Return slip.
  • When you have seen a nice watch or watch band, but it is not in stock, you can put the product on the wish list. You will be forwarded to a page, where you can leave your name and email address. When the product is in stock again, you will receive an e-mail. Through the link in that email, you can go to the product and then decide whether you would like to purchase it. Would you like to learn more about our wishlists? Please visit the following information page.

Do you have a question about shipping?

  • In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this: We have experienced frequent and multiple cases of mail fraud in this particular country. Your chosen shipping method is not available in your country. View the complete list of countries we ship to here.
  • If you have chosen the Standard Parcel option, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking numbers are not linked, and with this, the tracking gets lost. This does not mean your package will not get delivered; it just means that tracking is limited.
  • Yes, you can. Please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zip code/postal code. The site will then show you which courier has been used and the tracking status of your parcel.
  • Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to three weeks. During the period that your parcel is in the customs department, there are no tracking updates available. Unfortunately, we cannot control or speed up this process.
  • Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu to find the whereabouts of your parcel.
  • Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens, and the threshold for charging differs per country. More information regarding import taxes can be found here.