Ordering information

Useful information that you may want to know before placing an order with Pinion.

Ordering

When you order a watch from Pinion, the time taken to deliver it to you will depend on whether the watch is in stock or has to be made-to-order. This should be read alongside, and in addition to, our Terms and Conditions.

For watches that are in stock

  • After you have placed your order, you will receive an automatic email confirmation.
  • You’ll then receive an email from us confirming the timing for delivery and verifying any options you have made (i.e. strap).
  • For watches that are in stock, we’ll aim to ship within 2 business days of receiving an order.

For watches that are made to order

  • Watches that are made to order will be highlighted on their product pages.
  • We recommend you pay a deposit to start the process and once you have processed this, you’ll receive an automatic email confirming the order.
  • You’ll then receive an email from us confirming the timing for making the watch and verifying any options you have made (i.e. strap).
  • As a general rule, we aim to build all watches within 10-14 days, however this can take longer.
  • Once the watch is complete and ready for shipping, we will email to confirm.
  • You’ll then receive an email requesting the balance payment. When you click the link, please ensure that the URL points to http://www.pinionwatches.com – and use the secure payment gateway to process this.

Accepted payments

Pinion accepts the following card payment methods:

  • Visa Credit / Debit
  • Mastercard Credit / Debit
  • American Express
  • PayPal

For the UK Customers only, we also accept payment by BACs transfer – if you prefer this method, please email so we can process the order manually.

To protect your data, we do not take card payments over the phone or via email.

Deposit payments

You can pay a deposit on some products that are made-to-order.

  • Once the product is made, you’ll receive an email with the outstanding balance. This will redirect you to this website to pay securely online. Please ensure you check the web address is: http://www.pinionwatches.com
  • Products will be shipped only when payment for the outstanding balance is received.
  • Deposits are refundable if you decide to cancel the order prior to shipping.
  • Deposits are also refundable if you have chosen bespoke engraving, but this has not been undertaken yet.
  • Deposits aren’t refundable if you paying as part of a special project, or if your bespoke engraving as already been done.
Failed payment attempts

If you attempt to make a payment online and this fails, it will typically be because of the following reasons:

  • Your card provider has declined the payment as a security measure
  • You’ve not fully authorised the payment using two-step verification (i.e., 3D secure).
  • The details you have entered (i.e. billing address) does not match the details held with the card provider
If a payment fails
  • The easiest thing to do is check with your bank / card supplier to authorise the payment.
  • You can contact us if it’s still not working, and we may be able to find the reason why the payment isn’t going through.
  • You’ll need to attempt the payment again, once you are certain has been approved.

Paying in instalments

For UK customers – purchases under £2,000 can be paid in 3 interest-free payments with Paypal Pay in 3.

Pinion does not offer any other form of credit.

Cancelling an order

You have a right to cancel orders at anytime prior to the watch being shipped, should you change your mind.

The only exceptions are:

  • Bespoke engraved items cannot be cancelled if the engraving work has been done.
  • If you have paid towards a bespoke / special project watch that is in manufacturing.

If you cancel an order after it has been shipped, you will need to first return the product(s) before you can be given a refund (see returns below).

Refund payments

If you cancel your order – you will receive a refund that will be automatically paid back to the payment method you originally used.

Whist Pinion will process the refund quickly, this will typically take 5-7 days for your card provider / PayPal to process at their end.

Shipping

We use the following delivery services for shipping watches:

  • Royal Mail Special Delivery (UK)
  • Royal Mail International signed for (outside the UK, for smaller items such as straps)
  • DHL (Rest of the world)

Changing delivery carrier

  • We can also deliver by DHL & Fedex (UK) at an extra charge
  • International deliveries can also be delivered by Fedex, but there may be an additional charge to do so.

Delivery times

  • Royal Mail Special Delivery – Guaranteed next day 1pm.
  • Royal Mail International signed for post – This can vary but typically items will be delivered within 7 working days.
  • DHL International – This can vary from 2-3 days to longer depending on your location.

Please note, if you are ordering outside of the UK then you may be subject to import duty/tax.

Returns

If you’re not entirely satisfied with your order, you may return items within 28 days.

See Returns for more details.

Import duty & tax

Any orders that are made outside the UK are priced excluding VAT (20%) however, you will be subject to import duty/tax when the item is imported into your country.

  • When you process your order at checkout and enter your country, the price will automatically remove any VAT if it was previously shown.
  • DHL will handle the charge for import duty and will typically contact you prior to delivery to arrange payment. Please ensure that when you are requested to make a payment for import duty, you are directed to the DHL website.
  • Import duty varies from country to country. Please ensure you check the current rates in your region before ordering.
  • If you prefer for Pinion to handle the customs charge, we can do this but will require you to make an additional payment to cover the cost.

Please note: We cannot lower the value of items for customs if requested.

How much import tax / duty do I have to pay?

This varies from country to country. We provided approx. rates that you may need to pay, but its always best to check with your tax office for up-to-date import rates.

EU Countries
+ 20% tax
+ 0% duty
+ DHLs handing fee

USA
+ 10% tax
+ 0% duty
+ DHLs handing fee

Canada
+ 5% tax
+ 0% duty
+ DHLs handing fee

Australia
+ 10% tax
+ 0% duty
+ DHLs handing fee

United Arab Emirates
+ 10% tax
+ 0% duty
+ DHLs handing fee

Japan
+ 5% tax
+ 5% duty
+ DHLs handing fee

South Africa
+ 15% Tax
+ 0% Duty
+ DHLs handing fee

China
+ 15% Tax
+ 0% Duty
+ DHLs handing fee

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