Frequently asked questions.
Navigating the secondary market for high-end horology comes with important considerations regarding investment security, verification, and logistics. At Kings & Queens Watches, we believe transparency is the foundation of every successful relationship.
General
Are your watches authentic?
Yes — all watches sold by Kings & Queens Watches are 100% authentic. Every timepiece is carefully inspected and verified by experienced watch specialists before being offered for sale. Where required, watches may also be serviced or adjusted to ensure they are in full working condition.
Are you an authorised dealer?
Kings & Queens Watches is an independent dealer of luxury watches. We are not affiliated with or authorised by the brands we sell unless explicitly stated.
Do you physically hold the watches in stock?
Yes — all watches listed are physically held in stock and available for inspection prior to dispatch, unless otherwise stated.
Condition & inspection
Are your watches serviced before sale?
All watches are professionally inspected, and where necessary may be serviced or refurbished by our trusted watchmakers to ensure they are functioning correctly at the point of sale.
What condition are your watches in?
Each watch is carefully checked and described as accurately as possible. We recommend reviewing all images and descriptions before purchasing, as customers are responsible for ensuring the item meets expectations prior to purchase.
Will my watch include box and papers?
Where available, original box, warranty card, or documentation will be included and clearly stated in the product listing.
Shipping & delivery
Do you offer free delivery?
Yes — we offer complimentary fully insured delivery within the UK.
How long does delivery take?
Orders are prepared within 2–3 working days after cleared payment. This allows time for final checks, verification, and secure packaging before dispatch.
Do you ship internationally?
Yes — we offer international shipping on most orders. Please note that customs duties and import taxes may apply depending on your country and are the responsibility of the buyer.
Is my shipment insured?
Yes — all items are fully insured in transit until delivered and signed for.
Do I need to sign for delivery?
Yes — all deliveries require a signature. For security reasons, parcels cannot be left in safe places or with neighbours.
Security & payments
Do you carry out security checks?
Yes — for fraud prevention, we may request identity or payment verification before dispatch. We reserve the right to delay or cancel orders if verification cannot be completed.
Why can you only ship to certain addresses?
For security, orders can only be shipped to verified billing or delivery addresses linked to the payment method used.
Returns & refunds
Do you offer returns?
Yes — we offer a 14-day return period from the date of delivery for all online orders.
What condition must the watch be in for a return?
The watch must be returned in its original “as sold” condition, including:
- Box and documentation
- All accessories and links
- Original packaging
- Security tags intact
Can I wear the watch before returning it?
You may inspect the watch as you would in-store, but it must not be worn or used beyond inspection. Returns may be refused if the watch shows signs of wear or tampering.
What is the security seal?
Some watches are fitted with a tamper-proof security tag. If this is removed or damaged, the return may be refused.
When will I receive my refund?
Once the watch is returned and inspected, your refund will be processed to the original payment method. See our returns & refunds policy.
Warranty
Do your watches come with a warranty?
Yes — unless stated otherwise, all pre-owned watches include a 12-month mechanical warranty.
What does the warranty cover?
The warranty covers internal mechanical movement only.
What is not covered under warranty?
The warranty does not cover:
- Accidental damage
- Water damage
- Wear and tear
- Cosmetic damage
- Unauthorised repairs
Authenticity & verification
How do you verify your watches?
Each watch is recorded with:
- Serial numbers
- Component details
- Identifying characteristics
This ensures full traceability and protects both buyer and seller.
What happens in case of fraud or disputes?
We may share order details, delivery confirmation, and verification records with payment providers or authorities where necessary.
Additional information
Will I pay customs or import fees?
International orders may be subject to local duties and taxes, which are the buyer’s responsibility. We cannot alter declared values for shipments.
When does ownership transfer to me?
Ownership transfers once full payment is received and the item is dispatched. Risk transfers once the item has been delivered and signed for.
Contact
How can I contact you?
Kings & Queens Watches +44 (0)7888 888835
Book a private appointment.
To arrange a viewing, please contact our team to schedule a convenient time. Appointments are available for viewing and purchasing watches, selling or part exchanging your watch, sourcing specific timepieces and for general enquiries and consultations.
We recommend booking in advance to ensure availability and to allow us to prepare any specific watches you wish to view.
More Watch FAQs: Buying, Selling, Servicing and Visiting
The FAQ answers above cover authenticity, condition, shipping, security, returns and warranty basics. This second FAQ section picks up the questions we hear next: how to reserve or source a watch, what happens when you sell or part exchange, how the warranty works in practice, where servicing fits in, and how to plan a visit to our showroom in Hatton Garden.
The answers are grouped by topic, from the buying FAQ through to the visiting FAQ, so you can jump straight to the part that matters to you. If your question still isn't covered by either FAQ, call us on 0330 043 7777 or message us on WhatsApp at +44 (0)7888 888835 and we will answer it directly.
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Buying FAQ
This buying FAQ covers the stage before you commit: which brands we deal in, how we differ from a brand's own network, and how to hold or find a watch.
Which brands do you sell?
We focus on six houses: Rolex, Audemars Piguet, Patek Philippe, Richard Mille, Cartier and Hublot. Stock changes often, so the shop always shows what is available today.
Are you part of the Rolex Certified Pre-Owned programme?
No. Kings & Queens Watches is an independent dealer. We are not an authorised dealer for any brand, not part of Rolex Certified Pre-Owned, and not affiliated with any watchmaker. Our pre-owned watches carry our own 12-month mechanical warranty instead.
Can I reserve a watch while I make up my mind?
Yes. A £100 deposit reserves a watch for 3 working days. The deposit is non-refundable, but if you decide against that watch, on request it can be used as store credit towards another one.
Can you find a watch that isn't on your website?
Yes. We source specific watches for clients on request. Tell us the reference, dial, metal, preferred years and whether box and papers are essential, and we will let you know what we can find.
Can I ask questions about a watch before I buy it?
Of course. Call or message us on WhatsApp about condition, size, history or what is included, or book an appointment to see the watch in person. It is far better to ask before you buy than to wonder afterwards.
What counts as the "papers" for a watch?
Usually the warranty card or certificate issued when the watch was first sold, which links that watch to its serial number. Every listing states whether box and papers are included. Our guide to box and papers explains what to look for by brand.
Delivery FAQ
The delivery FAQ above explains timings, insurance and signatures. These two answers cover tracking and buying in person.
Will my delivery be tracked?
Yes. Once your watch has been dispatched, the delivery is tracked, as well as being fully insured and signed for. UK delivery is free, and international shipping is available on most orders.
Can I buy in person instead of having a watch delivered?
Yes. Appointments at the showroom are for viewing and buying as well as selling, so you can book a time to see a watch and buy it there. Unless a listing says otherwise, every watch is physically held in stock, so you can see it before you decide. Our delivery page has the full shipping details.
Returns FAQ
Our returns FAQ above lists the condition a returned watch must be in. Here is how to start a return and how the deposit works.
How do I start a return?
Contact us by phone or WhatsApp within the 14-day return period and tell us which watch you are returning, so we can confirm the arrangements. A full refund follows once the watch is back with us and has been inspected.
Is the reservation deposit refundable?
No. The £100 deposit that reserves a watch for 3 working days is non-refundable. On request, though, it can be used as store credit towards another watch, as the buying FAQ above explains, so it is not lost if you change your mind. See returns and refunds for the full policy.
Warranty FAQ
This warranty FAQ adds detail to the coverage points in the original FAQ above, especially for newer watches.
When does the 12-month warranty start?
The 12-month mechanical warranty on pre-owned watches runs from the date of delivery, unless the listing for that watch says otherwise.
Do new watches carry the same warranty?
New watches are covered by the manufacturer's warranty rather than ours. Each brand publishes its own terms; the manufacturer's site, for example Cartier's, explains what its warranty includes.
What if a pre-owned watch is still under its manufacturer's warranty?
Where a watch is still within a manufacturer's warranty, the manufacturer's terms apply. Our warranty page explains how this works alongside our own cover.
Selling FAQ
This selling FAQ walks through the process from first photo to payment. For the full guide, see our sell your watch page.
Do you buy watches outright or on consignment?
Outright. We buy directly for our own stock. We do not act as a broker and do not take watches on consignment, so you are not waiting for a third party to find a buyer.
How do I get a valuation?
Every valuation is free and leaves you under no obligation. For a quick initial figure, send clear photos over WhatsApp, including the dial, case back, clasp and any box and papers.
What should I bring when I sell my watch?
Bring the watch with its box, papers and any spare links. A complete set is valued higher than a watch on its own, so it is worth looking for everything that came with it.
How am I paid, and are there any fees?
By secure bank transfer, after we have authenticated the watch in person and you have accepted our price. Nothing is deducted for fees or commission, so the figure you agree is the figure paid to you.
Do I need the box and papers to sell?
No, you can still sell a watch without them. A complete set with the box, papers and spare links is valued higher, though, so bring whatever you have.
Can I sell without coming to London?
Yes. Posting is fine as long as the watch travels fully insured. Start with photos on WhatsApp so we can discuss it before you send anything.
Part Exchange FAQ
Part exchange combines the selling FAQ and the buying FAQ into one transaction. More detail is on our exchange page.
How does part exchange work?
We value your current watch and offset that value against the one you are buying from us, all in a single transaction. You pay the balance, and there is no need to sell your watch separately first.
Can I get a part exchange valuation before I visit?
Yes. Send photos on WhatsApp for a quick initial valuation, which is free and comes with no obligation. The final figure is agreed once your watch has been authenticated in person.
What if my watch is worth more than the one I am buying?
Then we pay you the difference. The value of your watch is set against the price of the new one either way, so you only deal with one transaction.
Servicing FAQ
Servicing questions come up often, so this servicing FAQ explains who does the work and when to think about it.
Do you service and repair watches?
Servicing, repairs and restoration are carried out by Alpha Group, our sister business in the same building in Hatton Garden. Read more on our service and repairs page.
How often should a mechanical watch be serviced?
It depends on the manufacturer's guidance and how the watch is worn. Signs it needs attention include gaining or losing noticeable time, a shorter power reserve, or moisture under the crystal. If in doubt, ask for it to be checked.
Visiting FAQ
Last in this FAQ: the practical questions about coming to see us in person.
Do I need an appointment to visit?
Yes. All viewings are by appointment, so your visit is private and uninterrupted. Book one to view or buy, to sell or part exchange, to discuss sourcing, or just for a general consultation.
Where is the showroom and how do I get there?
We are at 9 St. Cross Street, Hatton Garden, London EC1N 8UB, in the area that has been London's jewellery quarter for well over a century. The nearest stations, Farringdon and Chancery Lane, are each a short walk from the door.
What are your opening hours?
Monday to Friday from 10:30am to 5:30pm, Saturday from 12:00pm to 4:30pm, and closed on Sunday. You can book through our contact page.
Can I combine a viewing with a valuation or a service?
Yes. One appointment can cover viewing a watch and having yours valued, which is a natural way to begin a part exchange. As the servicing FAQ above explains, Alpha Group works in the same building, so you can also ask about servicing during the same visit.
Still Have a Question After This FAQ?
No FAQ can cover every watch and every situation. If you want to know something about a particular reference, a listing, a valuation or an appointment, call 0330 043 7777 or message us on WhatsApp. Customers rate us five stars on Google, and we are always happy to give a straight answer before you buy or sell. If you think a question belongs in this FAQ, let us know.