Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, the client's item must be in the same condition that it was received, unworn and unused, with tags / stickers, and in its original packaging. In case the watch was not directly purchased from www.wolbrook.com, the client will also need the receipt or proof of purchase.
To start a return, the client can contact us at [email protected]. If the client's return is accepted, we will send a return shipping label (where applicable), as well as instructions on how to proceed.
Items sent back to us without first requesting a return will not be accepted.
If an order is returned without our agreement, unfortunately we can not refund shipping fees and taxes.
1. Watch Returns
The return of watches is free of charge. Pick-up and transportation will be arranged by Wolbrook.
2. Accessories, Straps & Bracelets Returns
Accessories, straps and bracelets being returned shall be transported at the client’s expense and risk. If unexpected fees or charges are requested by the forwarder on delivery, these will be deducted from the reimbursement. To avoid any unexpected charges, Wolbrook can also arrange pick-up and transportation at the request and cost of the client.
3. Pre-Orders of Watches
Due to the nature of pre-ordered items, they cannot be refunded. Please see our Pre-Order Sales Terms. Before proceeding to a pre-order, clients can always contact us for any return question at [email protected].
4. Promotions
Due to the nature of this type of sale, it is not possible to offer free return. Returns are accepted for unworn and unused watches, with tags and in their original packaging, within 15 days of delivery, with a return fee of:
- 25€ for orders from inside the EU
- 35€ for orders from the US, the UK and outside of the EU
Returns conditions are also presented on the page of the product in promotion under the tab "Terms of sales & Promotion".
5. Return-to-Sender shipment (unpaid customs, refused parcel, unclaimed parcel)
Shipping fees and any customs duties/taxes paid are non-refundable if the package is refused, unclaimed, or returned due to unpaid charges.
The shipment will be treated as return-to-sender shipment.
In such cases, the carrier charges us for the return transport and administrative handling. These costs will be deducted from the client’s refund as follows:
- Return shipping and carrier handling fees (the exact amount depends on the country and will be communicated accordingly)
- 2% processing fee applied to the total order amount
These fees apply to all return-to-sender shipments. Refunds for these shipments are issued once the parcel has been received at our facility and inspected.
6. Damages and issues
The client should inspect their order upon reception and contact us immediately if the item is defective, damaged or if the wrong item has been received, so that we can evaluate the issue and make it right.
7. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (for example special orders or personalized items like on Kickstarter or Indiegogo). Clients can contact us if they have questions or concerns about a specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
8. Exchanges
The fastest way for clients to get the item they want is to return the item they have, and once the return is accepted, make a separate purchase for the new item.
9. Refunds
We will notify the client once we have received and inspected the return, and inform the client if the refund was approved or not. If approved, the client will be automatically refunded on the original payment method. Please remember it can take some time for the client’s bank or credit card company to process and post the refund as well.