FAQ

 Delivery

How do I know my order has been successful?

When you complete your order online, you should receive an order confirmation e-mail detailing your purchase.

If you have not received an order confirmation, please check your junk mail, or alternatively, contact us and we can confirm whether we have received your order.

Has my order been shipped?

When your order has been dispatched from our distribution centre, we will e-mail you with a tracking number so you can follow its journey through the courier’s website.

How do I track my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our distribution centre once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

If on the occasion you have not received a tracking reference, please contact us and we will be able to advise you on your tracking number.

How does your delivery service work?

In order to offer our customers a premium service, we use Royal Mail of FedEx on all orders.

All orders will be shipped within 24 working hours (Monday-Friday) from the UK and tracked by our delivery partners.

You will receive a tracking number once your order leaves our distribution centre.

We need a signature on receipt of your parcel.

If you are not available, a card will be left with re-arrangement details.

VAT, Customs Tax and Duty

We charge relevant VAT on all placed orders on braun-clocks.com, delivered within the UK (excluding Channel Islands) and the European Union.

For all orders outside of the EU (including Channel Island) VAT will not be charged, however our global selling price will remain the same.

For deliveries outside of the EU (including Channel Island), we operate on a DDU (Delivery Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customers and have to be paid on delivery of your order.

Which countries do you ship to?

We ship globally. For delivery prices and estimated times, please see below table:

Region

Estimated Delivery Time (ETA)

Charge

Order Value for Free Delivery

EU

3-5 Days*

€10/£5/$15

 

€150/£150/$150

UK

2-3 Days*

£5/€10/$15

USA

5-7 Days *

$15/€10/£5

Rest of the World

7-10 Days*

$20/€20/£15

*Estimates only – some orders may arrive before or after these times.

Shopping

What payment methods do you accept?

We currently accept the following payment methods:

MasterCard, MasterCard Debit, Visa, Visa Debit, American Express (Amex), and PayPal.

Please note we currently do not accept Maestro International, or Maestro UK.

How is my payment processed?

When placing an order with a credit or debit card, we carry out a standard authorisation check.

In effect, the card details provided at the checkout stage is transmitted to our secure online payment gateway provider, SagePay. The card details are then validated by your card issuer and either approved or declined. If the card issuer approves the card details the funds are automatically transferred to us.

However, even if the card details are approved and the funds are transferred to us, our security team run further checks to confirm that all the card details have been successfully validated.

On the occasion where all the card details have not been successfully validated, we will directly contact you and ask for more information, see “Why has my order been flagged as high risk?

If you cannot provide us with this information, we will refund the full amount back to the original payment card.

I am having difficulty placing an order

Due to security measures put in place to protect both our customers and Braun Clocks, some customers may experience difficulties whilst using their card when trying to place an order.

Your order may fail due to:

  1. When using a Visa card, 3D Secure has not been validated by your bank.
  2. When using American Express, SafeKey has not been authenticated.
  3. When using MasterCard, SecureCode has not been validated by your bank.
  4. If the card you are using does not have security measures such as 3D Secure, SafeKey or SecureCode in place, our systems will not allow your payment.
  5. Your bank has not validated all of the information we require.

If the above measures have not been met, our systems will not allow an order to be placed. If this is the case, we would recommend using a different card, or using PayPal as an alternative method of payment.

If on the occasion, you have tried using an alternative card, and/or PayPal, and the order still does not go through, please use the contact us form, and a team member from Customer Care will be happy to help.

Why has my order been flagged as high risk?

As part of our responsibility to our customers we take it upon ourselves to protect them by carrying out regular checks on orders that come through our system

Your order may fail, or be flagged as high risk due to:

  1. You billing and shipping address varying
  2. 3D Secure/SecureCode/SafeKey has been attempted, but bypassed

Our systems flag any order as potentially being high risk if there is a variation between your shipping address and your billing address.

Our systems will also automatically fail (and flag as high risk) if the 3D Secure is not validated by your bank. This means your bank has not checked whether the information you have provided during the order process (such as your name, address & postcode) is consistent with the information associated with your card.

If you plan on having your item delivered to a different address than the address registered to your card, we would recommend using PayPal as an alternative use of payment

In the occasion your order has been flagged as a high risk, a team member from Customer Care will directly contact you via e-mail and ask you to provide a bank Authorization Code/ Transaction ID, which can be obtained by contacting your bank. Once the code has been confirmed, we will be able to proceed with your order. On the occasion you cannot provide us with your code, we will have to cancel your order and refund you the full amount to your original payment method.

I am having technical issues whilst trying to order on your website

Most technical issues can be resolved by clearing your browser’s cache and cookies.

If you are experiencing difficulties on our website we’d suggest you try the following:

You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us

On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

Once you’ve cleared your cookies, close your browser, reopen it and visit our site again.

Plug-in extensions such as ad blockers can also have an adverse effect on your experience on our website.

Enabling ad-blockers can lead to certain pages on our website, such as the checkout page, resulting in a sub-optimal experience where some features may not work as intended.

 If you do use ad-blockers we would advise you to disable them to ensure optimal experience.

Do I need to create an account to be able to order?

You do not need to create an account in order to purchase an item from braun-clocks.com.

How do I get to hear about up and coming promotions and sales?

To hear about future promotional activity, sign up to our mailing list here.

You can also like us on Facebook and follow us on Instagram and Twitter.

How do I cancel my order?

To cancel an order, please fill out our contact us form and a member of our Customer Care team will shortly be in touch to confirm whether your order has successfully been cancelled, or dispatched.

Please note that orders are processed within 24 hours (Monday – Friday, 9am - 5pm GMT), therefore if you would like to cancel your order, we must be notified by 8am GMT the following day.

However, we cannot guarantee your order will be cancelled within this time frame, after this, your order will need to be returned for your refund to be processed.

Cancellation after the order has been dispatched is not possible.

What happens if an item(s) from my order is out of stock?

We work hard to fulfil every order we receive, however, if the item you ordered is not available we will notify you by e-mail, refund you the value of the item and proceed to ship the rest of the order. Should your entire order not be available we will also refund you the delivery charge.

Our Customer Care team is available Monday-Friday, 9-5pm if you have any questions or to help you find an alternative.

Do you offer a warranty?

All Braun products on this website come with a two year warranty.

Do you have any stockists?

We sell our full range of products online. We also have a select number of retailers who stock our products, please refer to our stockist’s page to find your nearest store.

If you are interested in stocking the Braun brand, please submit a query via our contact us form, with the subject title stating ‘Sales & Distribution’.

Are Braun watches waterproof?

All of our watches have a minimum water resistance of 3 ATM. Please check the individual product specification for your particular watch.

Are your products manufactured in Germany?

Many of our products have been designed in Germany, however, to keep up with the demand and market prices, all of our products are manufactured in the Far East and use a Japanese movement.

Returns

How do I return my product purchased online at braun-clocks.com?

Return your online order within 28 days of receiving your order for a full refund. Your item must be returned unused, in their original conditions with accompanying packaging, instructions and guarantees to ensure their eligibility for a refund.

Returns Address:

Braun Returns
Units 1 & 2 Phoenix Park
Apsley Way
London
NW2 7LN

We ask that you send your product(s) back to us pre-paid and insured for the full purchase price; we will not be responsible for items that have been lost or damaged during transit.

Unfortunately we are unable to accept any returns for products purchased from a third party.

I didn’t receive a returns form?

If you didn’t receive a returns form, you can include a written note with your name, order number and request instead.

Alternatively, you can use the contact us form and let one of our team members know you are returning your item.

Can I exchange my Braun product?

You can exchange your online order within 28 days of receiving your order. Your item must be returned unused, in their original conditions with accompanying packaging, instructions and guarantees to ensure their eligibility for an exchange/refund.

Once we have confirmed the eligibility for an exchange, you can choose from either a refund, or a voucher code of the same value.

Will my delivery cost be refunded?

Your delivery cost will be refunded in the following circumstances:

  1. If you cancel your order before dispatch
  2. If you received a faulty item
  3. If we cancel your order due to stock availability, or because our product is faulty on dispatch.

You will be responsible for the cost of returning the product(s) to us, unless the product shipment was in error on our part.

 I received a faulty item

Please return your faulty item within 28 days of receiving your item for an exchange or a full refund (including delivery costs).

Returns Address:

Braun Returns
Units 1 & 2 Phoenix Park
Apsley Way
London
NW2 7LN

Please note that you will only get a full refund once your faulty item has been inspected by our service team, and is indeed confirmed to be faulty, on the occasion where our service team have found the watch to be in perfect working condition, the item will be sent back to you.

Where can I get my watch repaired or serviced? 

Should you require any repair or service work on your Braun item, please get in touch with our Customer Care team using the contact us form, who will be able to advise you on your options.

Please note the Braun warranty only covers faulty workmanship with normal use of the clock/watch. The warranty does not cover strap, battery and buckle replacement.

I would like a replacement strap

If you would like a replacement strap, please use the contact us form and a member of our Customer Care team will be able to advise you on your options for a new strap.

I would like a battery replacement

If you would like a battery replacement, please use the contact us form and a member of our Customer Care team will be able to advise you on your options to have your battery replaced.

My account states I’ve been refunded but I’m yet to receive the money

Please ensure you’re checking the bank or PayPal account you used to place your order and allow 5-10 working days for it to be credited to your account.