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FAQ

  • HOW MUCH DOES DELIVERY COST?
  • WHEN WILL I RECEIVE MY ORDER?
  • HOW CAN I TRACK MY ORDER?
  • MY ORDER IS NOT COMPLETE
  • I HAVE NOT RECEIVED MY ORDER
  • THE SHIPPING SERVICE ASKS ME TO PAY CUSTOMS FEES
  • CAN I CHANGE MY ORDER?
  • CAN I CANCEL MY ORDER?
  • I WISH TO RETURN A PRODUCT
  • DEFECTIVE PRODUCT
  • WHAT PAYMENT METHODS DO YOU ACCEPT?
  • IS MY INFORMATION SECURE?
  • HOW DO I ORDER A PRODUCT ?
  • ARE THE WATCHES DELIVERED WITH BATTERIES?
  • DO YOU SELL SECOND-HAND WATCHES?
  • CAN I COMBINE MY DISCOUNT CODES?

SHIPPING & ORDER

  • HOW MUCH DOES DELIVERY COST?
  • WHEN WILL I RECEIVE MY ORDER?
  • HOW CAN I TRACK MY ORDER?
  • MY ORDER IS NOT COMPLETE
  • I HAVE NOT RECEIVED MY ORDER
  • THE SHIPPING SERVICE ASKS ME TO PAY CUSTOMS FEES

HOW MUCH DOES DELIVERY COST?

We offer our customers two shipping methods: 

- Standard shipping: This delivery method offers a tracking system and is completely free of charge.

- Secure shipping - Loss / Damage / Theft: : This delivery method offers a tracking system and costs £4.99.

A problem with the shipping? Lost, broken or destroyed parcel? With our secure delivery, Chrono-Kids® will take care of the problem for you. Customer satisfaction is our priority. We don't pass the buck to the carrier and leave you to handle it by yourself. We take full responsibility by immediately sending you a new package at our expense.

Feel free to contact us by e-mail at support@uk-chrono-kids.com our team will do its best to meet your expectations.

 

 

WHEN WILL I RECEIVE MY ORDER?

Processing your order, shipping and delivery (free of charge) usually takes our team 7 to 21 working days*.

Problems with the delivery service, especially during the Covid-19 period, may result in additional delays. This situation is very rare and unfortunately beyond our control. In this case, Chrono-Kids® and its team will do everything in their power to take responsibility and ensure that your order is delivered as quickly as possible, without compromising the quality of our goods.

*Average delivery time from the moment the package is handed over to the carrier (for working days only, i.e. excluding public holidays, Saturdays and Sundays).

 

 

 

HOW CAN I TRACK MY ORDER?

You can follow the progress of your order by clicking on the following link: Track order

MY ORDER IS NOT COMPLETE

If your order includes more than one item, they may be sent separately, depending on stock availability and shipping warehouses. Don't worry, your package will arrive shortly.

Our team will do its best to inform you about the delivery date of the remaining items. Feel free to contact us: support@uk-chrono-kids.com

I HAVE NOT RECEIVED MY ORDER

If you have not received your order within 21 working days, please contact us. 

You may have missed the delivery: 

If you are not present at the time of delivery, the transport company will leave a note, notifying you that you have missed the delivery. You can then contact them to arrange another delivery at a time that suits you, or collect your item from your nearest post office within 15 days.

You can then ask us to return the item or get a refund.

If the item is returned to us for any reason (such as incorrect address, incorrect item), then Chrono-Kids® will notify you immediately by email when the item is received. You can then ask us to return the item or for a refund. Please note that if the items are not delivered due to a consumer error and a refund is requested, Chrono-Kids® reserves the right to deduct the shipping costs (included in the price of standard delivery) from the refund (£4.99).

It is very rare that an order does not reach our customers. The tracking number allows us to trace any order, but please feel free to contact us by email support@uk-chrono-kids.com. Our team will do its best to meet your expectations. 

THE SHIPPING SERVICE ASKS ME TO PAY CUSTOMS FEES

In exceptional cases, the delivery service may ask you to pay customs fees. This is a request beyond our control and we are sorry for it. 

This is due to random customs procedures for some of our products which are sourced from partner warehouses in and outside the UK. 

In this case, please accept the package, and then contact our customer service who will refund you with proof of the tax payment document.

Please note that Chrono-Kids will not refund any parcel that is refused and returned to us. 

If this is the case, please contact us so that we can find a solution that satisfies you.

CANCELLATION & RETURN & REFUND

  • CAN I CHANGE MY ORDER?
  • CAN I CANCEL MY ORDER?
  • I WISH TO RETURN A PRODUCT
  • DEFECTIVE PRODUCT

CAN I CHANGE MY ORDER?

Yes, as long as your order is not being "in process".

CAN I CANCEL MY ORDER?

It is possible to cancel your order! If the order is already being prepared, the cancellation fee will be 40% of the purchase price.

Feel free to contact us by e-mail at support@uk-chrono-kids.com: our team will do its best to meet your needs! 

I WISH TO RETURN A PRODUCT

If you are not completely satisfied with your purchase, our return policy allows you to send back your products and receive a refund.

At Chrono-Kids®, we strive to describe and display our products as accurately as possible. However, in the event that the items you receive are not exactly what you expected, please contact our support.

If you wish to return one or more products and receive a refund, the following conditions apply:

- The products must be in the same condition in which you received them.
- Products must be returned in their original packaging, with all instructions, warranty and extras included.
- If a defect is detected with the products on arrival, you must inform us within 48 hours.

This can be done within 14 days of receiving the product. Please note that packaging and shipping costs are at the buyer's expense.

When we receive the item, our returns department will confirm that everything is present and in its original condition to ensure eligibility for a refund.

Once your return has been processed, you will be refunded with the original payment method you used to place your order within 14 days. 

Returning products: 

With the product you must enclose your invoice as well as the reason for returning the product and the desired compensation: refund / exchange / credit note.

In order to avoid any dispute, the sending of your parcel will have to be done with delivery tracking. Please keep your proof of delivery and give us the tracking number.

Return address:

Please ask our online support, before sending us any product

Please note that packaging and shipping costs are the responsibility of the customer. 

If you have any further questions about how to return a product, please contact our team who will be happy to answer you. 

 

DEFECTIVE PRODUCT

Chrono-Kids takes particular care in the selection of its products and the choice of its suppliers. 

If, however, you encounter a manufacturing defect when unpacking your items, you will be entitled to a replacement provided that you inform us within 14 days of the delivery date. Please contact our support first. 

In order to return a faulty product and receive a refund, credit note, or make an exchange, the following conditions apply:

- Products must be returned in their original packaging, with all instructions, warranty and extras included.

When we receive the item, our returns department will confirm that everything is present and in its original condition to ensure it is eligible for a refund, exchange or credit note. 
Once your return has been processed, you will be refunded using the original payment method you used to place your order within 14 days. 

Returning defective products: 

With the defective product you must enclose your invoice and the reason for returning the product and the desired compensation: refund / exchange / credit note.

In order to avoid any dispute, the sending of your parcel will have to be done with delivery tracking. Please keep your proof of delivery and give us the tracking number.

Return address:

Please ask our support before sending us any product. 

If you have any further questions about how to return a product, please contact our team who will be happy to answer you. 

 

SAFETY

  • WHAT PAYMENT METHODS DO YOU ACCEPT?
  • IS MY INFORMATION SECURE?

WHAT PAYMENT METHODS DO YOU ACCEPT?

Your security is our priority: our site only offers secure and safe payment methods.

We accept:

- Credit cards

- Debit cards

Our online payment services:

- Paypal*

- Stripe*

*Paypal - - As a banking institution in the European Union, PayPal offers you over 10 years of experience in secure online payments. It's simple, fast, free and world renowned for its efficiency.

*Stripe - Stripe is a global payment platform. It supports more than 150 local and global payment methods (Mastercard, Visa) to give you maximum payment options.

Your bank or credit card details will not be shared with us under any circumstances. All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept cheques at this time.

IS MY INFORMATION SECURE?

Yes, it is!

The "HTTPS" in the URLs of our shop testifies to the quality of our services. HTTPS is the variant of "http" secured by the use of SSL/TLS protocols. HTTPS is used to protect the financial transactions of e-commerce sites. As e-merchants, we are aware that the use of SSL is becoming a must nowadays. It is the best way to protect your data and to protect you from hackers and identity theft.

Visually, the SSL certificate is represented by a padlock that appears in the url bar of the web browser. It is also represented by an "s" which stands for "secure" and which is added to the "http" protocol on the website in the address bar.

OTHER QUESTIONS

  • HOW DO I ORDER A PRODUCT ?
  • ARE THE WATCHES DELIVERED WITH BATTERIES?
  • DO YOU SELL SECOND-HAND WATCHES?
  • CAN I COMBINE MY DISCOUNT CODES?

HOW DO I ORDER A PRODUCT ?

We make it as easy as possible for you to buy.

  1. Select the product(s) you want
  2. Click on "add to bag"
  3. Click on the shopping icon at the top right (your "bag") to complete your purchase

We also offer you the possibility to create an account to make the process even easier.

ARE THE WATCHES DELIVERED WITH BATTERIES?

Yes, all watches delivered by Chrono-Kids® are supplied with new batteries and installed by the manufacturer.

You can wear your watch as soon as you receive it. 

DO YOU SELL SECOND-HAND WATCHES?

No! We only sell 100% new watches!

CAN I COMBINE MY DISCOUNT CODES?

No. Apart from exceptional cases, we only accept one discount code per order.

Please also note the following information about discount codes:

Discount codes must be used before their expiry date.

If your discount code is rejected, it is considered invalid.

From time to time, external sites may publish discount codes for our site. We cannot guarantee the authenticity or validity of discount codes from external sites.