Customer Support Orders and Shipping


1.          THESE TERMS

1.1            Please note that these terms and conditions will govern the following policies:

1.1.1          the Orders and Shipping terms set out in this document under which we supply items to you, whether these are goods or services and 

1.1.2        our Returns and Refunds policy; 

1.1.3        our Watch Repairs policy. 


Who we are

2.1            We are Seiko U.K. Limited, a company registered in England and Wales with company number 01032911. Our registered office is at SC House, Vanwall Road, Maidenhead, Berkshire, SL6 4UW. Our registered VAT number is GB 849 7683 56.

How to contact us

2.2            For customer service and Grand Seiko Collection enquiries you can contact us:

                 by telephone: 020 3105 6212

                 by email: [email protected]

2.3            For repair and service enquiries you can contact us:

                 by telephone: 01628 770988

                 by email: [email protected]

How we may contact you

2.4              If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.


How we will accept your order.

3.1              After you proceed to place an order for an item via the checkout page of our website, our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2              It is your responsibility to ensure that the email address provided by you during the order process is correct, so that emails sent by us to that address are sent to the correct recipient. You agree to notify us immediately in writing of any changes to your email and/or delivery address.

3.3              Please keep the "Order Confirmation" email sent by us to you safe as this will include details of your order and will be the proof of purchase of your item.

3.4              If you select the "Pick-up in Store" option on the selection page at the time of purchase of an item on our website, we will send you an email stating that "Your Grand Seiko Watch is Ready for Pick Up", as soon as the item is ready at the relevant store. If you select "Deliver to the specified address" on the selection page at the time of purchase, we will send you a "Delivery Notification" email once dispatch of the item has taken place. However, we may not be able to deliver the item at the specified time due to a delivery delay (see further below). In that case, we will contact you by phone or email.

Delivery note and receipt

3.5              A delivery note will be attached to the item that you order. In case the shipping address is different from your billing address (and you do not want to include the delivery note in the package), please ensure that this is specified within the "Special Instruction" section of the final page of checkout.

3.6              If a receipt is required, please specify this within the "Special Instruction" section of the final page of checkout. If the item is delivered to you, a receipt will be sent along with the item. If the shipping address is different from your billing address, a receipt will be sent to you separately.

If we cannot accept your order. 

3.7              If we are unable to accept your order, we will inform you of this by email and will issue you a refund for the item.  This might be because the item is out of stock, because we have identified an error in the price or description of the item or because we are unable to meet a delivery deadline you have specified.

3.8              We reserve the right to limit the number of limited edition or special edition items one individual can order to allow all our clients a chance to place their order once the watches become available.  If you choose to place multiple orders for the same limited release watch we will notify you via email and issue you a refund for the orders we are not willing to fulfil.

Your order number.  

3.9              We will assign an order number to your order and tell you what it is when we accept your order (within the Order Confirmation email).  It will help us if you can tell us the order number whenever you contact us about your order.


4.1              We deliver across the United Kingdom, Channel Islands and Isle of Man. Unfortunately, we do not ship to the Republic of Ireland, Falkland Islands, BFPO and PO Box addresses, nor any overseas addresses.

4.2              For overseas customers, please visit: 

       Seiko Store Locator 
       Grand Seiko Store Locator

                    to find your local stockist. 

5.          FREE DELIVERY

5.1              We are pleased to offer complimentary delivery on all online orders within the UK, including the Channel Islands, Isle of Man, Northern Ireland and the Scottish Islands.

5.2              We aim to deliver all orders within 5 working days but please allow additional processing time for orders placed on UK Bank Holidays. Our UK delivery is fulfilled through DPD courier services and you will be able to track the progress of your delivery on the DPD website.


We are not responsible for delays outside of our control

6.1              We are not responsible for delays outside our control.  If our supply of the item is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.  Provided we do this, we will not be liable for delays caused by the event. However, if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any items you have paid for but not received.

When you become responsible for the goods

6.2              In relation to the supply of goods, the goods will be your responsibility from the time we deliver the goods to the address you gave us or you (or someone authorised on your behalf) collect it from us.

When you own goods

6.3              You will become owner of the goods upon delivery pursuant to clause 6.2 above, or, once we have received payment in full (if later).

7.          PAYMENT

Where to find the price for the item

7.1              The price of the item will be the price (subject to any specified expiry dates) expressly set out in our price list, brochure, catalogue or e-catalogue in force at the date of your order unless we have agreed another price in writing (details of the total price of the item(s), including all taxes and levies and total monthly costs may be accessed by clicking on the “my basket” section of the website within the order process).  We take all reasonable care to ensure that the price of the item advised to you is correct.  However, please see clauses 7.2-7.3 for what happens if we discover an error in the price of the item you order.

What happens if we got the price wrong

7.2              It is always possible that, despite our best efforts, some of the items we sell may be incorrectly priced.  If a pricing error is made on your order date, where possible we will inform you and give you the option of buying the goods at the correct price or cancelling your purchase.

7.3              If we accept and process your purchase where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.

Method of payment

7.4              We accept bank transfers and credit card payments in respect of the following providers: American Express, MasterCard, VISA and PayPal. 

7.5              After entering your credit card information on the payment and billing page of checkout, when you click the "Place Order" button on the final confirmation page, your credit card information will immediately be sent to your credit card company and will not be stored by us (the information is also encrypted using secure SSL encryption).

7.6              You must only use credit cards in your own name.

7.7              If your credit card details are not accepted for any reason, an error message will be displayed and your order will be void. Please note we are not able to disclose the reason for the failure of the payment and you should contact your credit card company for further information.

8.          OUR ITEMS

Items may vary slightly from their pictures

8.1              The images of items in our catalogues, brochures or on our websites are for illustrative purposes only.  Although we have made every effort to display the images accurately, we cannot guarantee that a device’s display of the items accurately reflects the colour, dimensions and other features of the items. Your items may vary slightly from those images.

8.2              Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, measurements, details of dimensions, weight, performance and consumption indicated in our catalogues, brochures or on our websites may vary slightly.

Item packaging may vary

8.3              The packaging of the items may vary from that shown in images on our websites or in our catalogues or brochures.


Your right to make changes 

9.1              If you wish to make a change to the item you have ordered, please contact us and we will let you know if the change is possible.  If it is possible, we will let you know about any changes to the price of the item, the timing of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change.

Our right to make changes

9.2              We may change the items:

9.2.1             to reflect changes in relevant laws and regulatory requirements; and

9.2.2             to implement minor technical adjustments and improvements.

9.3              In addition, we may make other changes to the items or changes to these terms after you have placed an order, but if we do so we will notify you following which you may then contact us to end the contract and receive a full refund before the changes take effect.


We are responsible to you for foreseeable loss and damage caused by us

10.1            If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.  Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so

10.2            This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the items; and for defective items under the Consumer Protection Act 1987.

We are not liable for business losses

10.3            We only supply the items for domestic and private use.  If you use the items for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.


How we will use your personal information

11.1            We will use the personal information you provide to us:

11.1.1          to supply the items to you;

11.1.2          to process your payment for the items; and

11.1.3          if you agreed to this during the order process, to inform you about similar items that we provide, but you may stop receiving these at any time by contacting us.

Passing your personal information to third parties

11.2            We will only give your personal information to third parties where the law either requires or allows us to do so. For further information, please see our Privacy Policy and Cookie Policy.


We may transfer this agreement to someone else

12.1            We may transfer our rights and obligations under these terms to another organisation.  We will try to ensure that the transfer will not substantially affect your rights under the contract.

You need our consent to transfer your rights to someone else

12.2            You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 

Nobody else has any rights under this contract

12.3            This contract is between you and us.  No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force

12.4            Each of the clauses of these terms operates separately.  If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later

12.5            If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.  For example, if you miss a payment and we do not chase you but we continue to provide the items, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings

12.6            These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.  If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Alternative dispute resolution

12.7            Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.  If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider we use.  You can submit a complaint to CDRL via their website at Please note that Seiko is under no obligation to resolve complaints via alternative dispute resolution.

12.8            In addition please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform at the following webpage: