Frequently Asked Questions

We do 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.

Please only use an address located in the United Kingdom to register your account.

For help in recovering your password please contact our team here

You can update your personal information by logging into your account or by emailing us directly here.

You can add a new shipping address, register multiple shipping addresses, or update your billing address by logging into your account.

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.

If you would like to close your account please contact us directly here.

If you would like to unsubscribe from communications with us please contact us directly here.

We will notify you about our latest watch releases, news and services or collections which may be relevant to you.

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.

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. As soon as it is back in stock, we will contact you.

You can, however our collections and stock levels may differ slightly. 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.

If you are struggling to find the item you are interested in on our website, please contact us.

It is possible that the item is sold out or temporarily unavailable. Please contact us directly and we will confirm the availability.

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 this service for an item which interests you, please contact us directly.

As the official UK brand retailer, all our prices are as stated on the website.

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.

For orders placed with Interest Free Credit you will receive the order confirmation email only after V12 Finance notifies us that your application was successful. For more information on V12 Finance please click here.

You can change the contents of your shopping bag including the items added and the quantity, before clicking the “PLACE ORDER” 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 here with your order number and we will amend or cancel the order for you.

Please contact us directly with your order numbers.

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 “Orders” section in your account.

If you placed your order as a guest, without registering for an account, please contact us directly to confirm your order history.

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.

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 here.

As the official UK brand retailer, all our prices are as stated on the website.

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.

From time to time we offer Interest Free Credit on selected Grand Seiko watches purchased online. For more information on Interest Free Credit payment options click here.

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies. This information allows us to produce consistent decisions, ensuring all our applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

In addition to credit scoring, V12 Finance also take into account the confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason why your application was declined, it is usually based on one, or a combination of the following:

• Your credit score (note that every finance company will score you differently)
• Adverse credit reference agency information
• You are considered to be overcommitted
• You are aged under 18
• Your existing account performance with other lenders

Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

Yes. We acknowledge that your circumstances change and just because V12 refused a previous application, it does not mean that they will automatically turn down a further request. We do suggest however, that you leave at least 6 months between applications.

To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the UK and have lived in the UK for the last 36 months or more. Unfortunately, we are unable to offer online finance to residents of Eire.

To safeguard against fraudulent applications, we regret that we’re only able to deliver goods to the home address of the applicant. Alternatively, you can choose to collect your order from our Grand Seiko boutique.

Items need to be purchased individually with V12 Finance, so that the payment plan can be applied to each item separately.

Yes, your item will be reserved for you until a decision has been made by V12 finance on your application.

If you would like us to dispatch the items in your order to multiple delivery addresses, please place a separate order for each address or contact us directly after you placed your order.

All Interest Free Credit orders must be delivered to your billing address or collected from our Grand Seiko boutique. Your billing address entered at checkout should be the same as the address your credit card is registered to, and the address V12 Finance will review your application against.

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.

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.

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.

If you would like to receive your order on a specific day, please contact us.

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.

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.

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 here.

If you would prefer to collect your watch in our London Boutique, please select the “Pick-up In Store” option while submitting your order. Alternatively, you can contact us.

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.

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.

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 here.

You can view our repair prices and explanations by visiting www.seikoservice.co.uk and clicking the Retail Price List links at the bottom of the home page.

If you are unsure of the pricing category or type of repair, please contact us on 01628 770 001 where one of our Customer Satisfaction Team will be happy to help you.

If your watch is out of guarantee or the repair is not covered by the guarantee, an estimate letter will be sent to you advising of all the charges involved. We will not proceed with any work until we have had your authorisation to do so.

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.

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 Service Centre at Maidenhead or contact a Grand Seiko Authorised Dealer to have the watch part(s) replaced.

Our service and repair division is located at the SEIKO UK Ltd head office in Maidenhead. Please refer to our “Grand Seiko Service and Repairs” page for more information.

Shocks: Your watch is a precision measuring instrument. Treat it carefully, and it will serve you well. Avoid undue shocks (such as dropping on hard surfaces).

Perspiration: You should aim to protect your watch from heavy perspiration. Please remember to wipe it dry as soon as conveniently possible.

Extreme Temperatures: Quartz watches are much less affected by extreme temperatures than mechanical watches, and are designed to keep good time if worn on the wrist for eight hours a day with ambient temperatures between -10°C and +35°C.

If removed completely from the wrist, your watch may lose time during the winter, but will return to normal accuracy as soon as you start wearing it again.

If your watch is stored at temperatures outside the normal range (as low as -10°C or as high as +60°C) the electronic components may cease to function normally.

The response time of liquid crystals used in the displays on digital watches at temperatures below freezing is slow, and they tend to look very dark at high temperatures, but standard performance returns at normal temperatures.

Battery life can be significantly reduced at high temperatures (above 40°C), and battery fluid may even leak out.

Chemicals: Chemical substances, gases, mercury, etc., may change the colour of cases, bracelets and straps. Mercury (for instance, from a broken thermometer) can cause particularly unsightly grey discolouration of gold plating.

Metal bracelets should be washed carefully in water. If dirty, use a soft toothbrush with soap and water to brush away the dirt. Finally, rinse with water and dry carefully with a soft cloth.

If your watch is not water resistant, be careful not to get water on the case. Cases should be wiped gently with a slightly moistened soft cloth and then dried carefully.

Leather straps should be slightly loosened in the summer, when they may absorb perspiration. A tight strap not only prevents the passage of air over the underside of the strap, but can also cause a perspiration rash on the wrist. If the strap ever becomes wet with perspiration, wipe it dry with a soft cloth. When you take off your watch, leave it in a well-ventilated spot. Never put it in a sealed container when it is still damp with perspiration. Avoid leaving your strap watch in direct sunlight as the strap colour may fade.

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 “Pre-Orders Deposits Returns and Cancellations” page.

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 following link: “Pre-Orders Deposits Returns and Cancellations”.