FAQs

Delivery

How do I know my order has been successful?

When you complete your order online, you should receive an order confirmation e-mail detailing your purchase.

If you have not received an order confirmation, please check your junk mail, or alternatively, contact us and we can confirm whether we have received your order.

Has my order been shipped?

When your order has been dispatched from our distribution centre, we will e-mail you with a tracking number so you can follow its journey through the courier’s website.

How do I track my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our distribution centre once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

If on the occasion you have not received a tracking reference, please contact us and we will be able to advise you on your tracking number.

How does your delivery service work?

In order to offer our customers a premium service, we use Royal Mail of FedEx on all orders.

All orders will be shipped within 24 working hours (Monday-Friday) from the UK and tracked by our delivery partners.

You will receive a tracking number once your order leaves our distribution centre.

We need a signature on receipt of your parcel.

If you are not available, a card will be left with re-arrangement details.

VAT, Customs Tax and Duty

We charge VAT on all placed orders on ingersoll1892.com, delivered within the UK (excluding Channel Islands) and the European Union.

For all orders outside of the EU (including Channel Island) VAT will not be charged, however our global selling price will remain the same.

For deliveries outside of the EU (including Channel Island), we operate on a DDU (Delivery Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customers and have to be paid on delivery of your order.

Which countries do you ship to?

We ship globally. For delivery prices and estimated times, please see below table:

Region

Estimated Delivery Time (ETA)

Charge

Order Value for Free Delivery

EU

3-5 Days*

€5/£5/$10

 

€250/£250/$250

UK

2-3 Days*

£5/€5/$10

USA

5-7 Days *

$10/£5/€5

Rest of the World

7-10 Days*

€15/£15/$15

*Estimates only – some orders may arrive before or after these times.

Shopping

What payment methods do you accept?

We currently accept the following payment methods:

Maestro International, MasterCard, MasterCard Debit, Visa, Visa Debit and PayPal.

Please note we currently do not accept American Express (Amex).

How is my payment processed?

When placing an order with a credit or debit card, we carry out a standard authorisation check.

In effect, the card details provided at the checkout stage is transmitted to our secure online payment gateway provider, SagePay. The card details are then validated by your card issuer and either approved or declined. If the card issuer approves the card details, the funds are automatically transferred to us.

However, even if the card details are approved and the funds are transferred to us, our security team run further checks to confirm that all the card details have been successfully validated.

On the occasion where all the card details have not been successfully validated, we will directly contact you and ask for more information, see “Why has my order been flagged as high risk?

If you cannot provide us with this information, we will refund the full amount back to the original payment card.

I am having difficulty placing an order

Due to security measures put in place to protect both our customers and Ingersoll, some customers may experience difficulties whilst using their card when trying to place an order.

Your order may fail due to:

  1. 3D Secure has not been validated by your bank
  2. Your bank has not validated all of the information we require

If this is the case, we would recommend using PayPal as an alternative method of payment.

If you experience any difficulty whilst trying to place an order, we will always advise to try and pay through PayPal, however, on the occasion the order still does not go through, please use the contact us form, and a team member from Customer Care will be happy to help.

Why has my order been flagged as high risk?

As part of our responsibility to our customers we take it upon ourselves to protect them by carrying out regular checks on orders that come through our system

Your order may fail, or be flagged as high risk due to:

  1. You billing and shipping address varying
  2. 3D Secure has been attempted, but bypassed

Our systems flag any order as potentially being high risk if there is a variation between your shipping address and your billing address.

Our systems will also automatically fail (and flag as high risk) if the 3D Secure is not validated by your bank. This means your bank has not checked whether the information you have provided during the order process (such as your name, address & postcode) is consistent with the information associated with your card.

If you plan on having your item delivered to a different address than the address registered to your card, we would recommend using PayPal as an alternative use of payment

In the occasion your order has been flagged as a high risk, a team member from Customer Care will directly contact you via e-mail and ask you to provide a bank Authorization Code/ Transaction ID, which can be obtained by contacting your bank. Once the code has been confirmed, we will be able to proceed with your order. On the occasion you cannot provide us with your code, we will have to cancel your order and refund you the full amount to your original payment method.

I am having technical difficulties whilst trying to place an order

Most technical issues can be resolved by clearing your browser’s cache and cookies.

If you are experiencing difficulties on our website we’d suggest you try the following:

You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us

On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

Once you’ve cleared your cookies, close your browser, reopen it and visit our site again.

Plug-in extensions such as ad blockers can also have an adverse effect on your experience on our website.

Enabling ad-blockers can lead to certain pages on our website, such as the checkout page, resulting in a sub-optimal experience where some features may not work as intended.

 If you do use ad-blockers we would advise you to disable them to ensure optimal experience.

Do I need to create an account to be able to order?

You do not need to create an account in order to purchase an item from ingersoll1892.com.

How do I get to hear about up and coming promotions and sales?

To hear about future promotional activity, sign up to our mailing list here.

You can also like us on Facebook and follow us on Instagram

How do I cancel my order?

To cancel an order, please fill out our contact us form and a member of our Customer Care team will shortly be in touch to confirm whether your order has successfully been cancelled, or dispatched.

Please note that orders are processed within 24 hours (Monday – Friday, 9am - 5pm GMT), therefore if you would like to cancel your order, we must be notified by 8am GMT the following day.

However, we cannot guarantee your order will be cancelled within this time frame, after this, your order will need to be returned for your refund to be processed.

Cancellation after the order has been dispatched is not possible.

What happens if an item(s) from my order is out of stock?

We work hard to fulfil every order we receive, however, if the item you ordered is not available we will notify you by e-mail, refund you the value of the item and proceed to ship the rest of the order. Should your entire order not be available we will also refund you the delivery charge.

Our Customer Care team is available Monday-Friday, 9am-5pm if you have any questions or to help you find an alternative.

Do you offer a warranty?

All Ingersoll timepieces on this website come with a limited LIFETIME WARRANTY, for more information about our lifetime warranty, please see our warranty page.

Please note the lifetime warranty does not cover any model launched prior to our Autumn/Winter 2016 range, all models launched prior to this range will be covered by our standard 2 year warranty.

Do you have any stockists?

We sell our full range of products online. We also have a select number of retailers who stock our products, please refer to our stockist’s page to find your nearest store.

If you are interested in stocking the Ingersoll brand, please submit a query via our contact us form, with the subject title stating ‘Sales & Distribution’.

Are Ingersoll watches waterproof?

All of our watches have a minimum water resistance of 3 ATM. Please check the individual product specification for your particular watch. A water resistance guide is detailed on our watch care page.

Returns

How do I return my product purchased online at ingersoll1892.com?

Return your online order within 28 days of receiving your order for a full refund. Your item must be returned unused, in their original conditions with accompanying packaging, instructions and guarantees to ensure their eligibility for a refund.

Returns Address:

Ingersoll Returns
Units 1 & 2 Phoenix Park
Apsley Way
London
NW2 7LN

We ask that you send your product(s) back to us pre-paid and insured for the full purchase price; we will not be responsible for items that have been lost or damaged during transit.

Unfortunately we are unable to accept any returns for product purchased from a third party.

I didn’t receive a returns form?

If you didn’t receive a returns form, you can include a written note with your name, order number and request instead.

Alternatively, you can use the contact us form and let one of our team members know you are returning your item.

Can I exchange my Ingersoll product?

You can exchange your online order within 28 days of receiving your order. Your item must be returned unused, in their original conditions with accompanying packaging, instructions and guarantees to ensure their eligibility for an exchange/refund.

Once we have confirmed the eligibility for an exchange, you can choose from either a refund, or a voucher code of the same value.

Will my delivery cost be refunded?

Your delivery cost will be refunded in the following circumstances:

  1. If you cancel your order before dispatch
  2. If you received a faulty item
  3. If we cancel your order due to stock availability, or because our product is faulty on dispatch.

You will be responsible for the cost of returning the product(s) to us, unless the product shipment was in error on our part.

I received a faulty item

Please return your faulty item within 28 days of receiving your item for an exchange or a full refund (including delivery costs).

Returns Address:

Ingersoll Returns
Units 1 & 2 Phoenix Park
Apsley Way
London
NW2 7LN

Please note that you will only get a full refund once your faulty item has been inspected by our service team, and is indeed confirmed to be faulty, on the occasion where our service team have found the watch to be in perfect working condition, the watch will be sent back to you.

Where can I get my watch repaired?

Should you require any repair work on your Ingersoll timepiece, please get in touch with our Customer Care team using the contact us form, who will be able to advise you on your options.

Please note the Ingersoll warranty only covers faulty workmanship with normal use of the watch. The warranty does not cover strap, battery and buckle replacement.

Please refer to our warranty page for more information.

I would like a replacement strap

If you would like a replacement strap, please use the contact us form and a member of our Customer Care team will be able to advise you on your options for a new strap.

I would like a battery replacement

If you would like a battery replacement, please use the contact us form and a member of our Customer Care team will be able to advise you on your options to have your battery replaced.

My account states I’ve been refunded but I’m yet to receive the money

Please ensure you’re checking the bank or PayPal account you used to place your order and allow 5-10 working days for it to be credited to your account. 

 

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