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Enter your order number and email address below, and we'll show you the available information about your package. You can ask other questions about your order via our contact form.

Frequently Asked Questions

Do you have a question about returns?

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.
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 the custom 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.

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.

Shipping

Holland Watch Group is responsible for your order until delivered to you in new, working condition. If your order is not delivered within 3 days after the estimated delivery time, please contact the Customer Service Department.
To trace the status of your order, please log in to your my-orderservice page and log in with your email address and order number. You will find all up-to date information in relation to your order.