Frequently Asked Questions

Does My Watch Strap Guarantee its products?

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email support@mywatchstrap.co with the subject 'Returns' and include your order number, name and the reason for the return.
• Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
• For more info about returning for an exchange or refund please go here>

Yes, all our Apple Watch bands fits Series 1, 2, 3, 4, 5, 6, 7 & SE Apple Watch models.

Do we ship Internationally?

• Yes, we offer worldwide shipping! 

Shipping times:

• United Kingdom orders take 2-3 business days to be delivered to you and we ship within 1-2 business days.
• International orders take 7-15 business days to be delivered via Royal Mail and we ship within 1-2 business day.
• Shipping time might vary depending on location, shipment method and other factors.

Shipping cost:

• All orders come with free standard shipping.

HOW CAN I CONTACT YOU?  

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or want to say hello, click the chat icon found at the bottom right of this page. *Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.   

WHAT IS YOUR CONTACT EMAIL? 

You can contact us via our email: support@mywatchstrap.co Make sure to use .co not .com, as we wouldn't be able to receive your email :( 

DO YOU HAVE A LIVE CHAT? 

YES, we have a Live Chat is available on the website in the bottom corner. We use apple business chat for iOS users. A standard chat shows for other users.  

WHERE ELSE CAN I CONTACT YOU GUYS? 

You can fill out a contact page which is located at the bottom of the FAQ & Contact page on our website.    

WHY DOESN'T MY WATCH STRAP HAVE A PHONE NUMBER?  

My Watch Strap does not have a call centre, and we're not set up to handle high volumes of phone calls. The My Watch Strap brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out quickly and efficiently.   

WHAT INFORMATION DO I NEED TO PROVIDE YOU?  

Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE, e.g./ order number (#12345), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

https://www.klarna.com/uk/smoooth/

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Mywatchstrap order is on its way - now what?

Once an order is placed, our team will carefully collect your items from the clouds and package it with hugs and love, so please allow up to 48 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

We use Royal Mail and Evri for most of our deliveries within the UK. Please do note that if you are located outside of mainland UK including but not limited to the Channel Islands, your country may expect you to pay the duty fees required to import goods into your country - a fee that might be placed on delivery by your country's government.

If you’re located in the UK we will send out all orders via free standard shipping. 

You can expect your parcel within 2-3 business days** in mainland UK. When we ship the order you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

Think your order might be lost in transit? Although we are quoted 14 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 14 days, please contact us and we can launch an investigation.

*Please note: Once we pass your order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Oops, your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Whilst we started in the United Kingdom, our products are loved all over the globe! If you are looking to send to a different country, you’ll purchase on our main website here: mywatchstrap.co 

The UK is currently experiencing significant delays across the country in both shipping and transport. This is due to many factors, including the global shipping crisis, truck shortages and ongoing COVID-19 restrictions/requirements. We are taking all possible steps to work through these delays, but sadly a lot of these issues are out of our control. We want to assure you that your order should still get to you safely, there may just be a delay in its arrival.

Yay, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

Let's start at the beginning. Goods - such as the mywatchstrap products you buy - can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into. 

If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so mywatchstrap isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty. 

If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

My Watch Strap currently ships all orders from the UK so all customers ordering from the United Kingdom won't need to pay customs duty. 

Other countries customs duty with vary depending on your location. 

Yikes. If, for whatever reason, you refuse the customs fee and the parcel is returned back to mywatchstrap, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order!

Good question. Sales Tax - also known as VAT or GST depending on where you live - is a tax charged on the supply of goods or services. My watch strap is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities. We then pay this over to the local tax authority, so we don't keep any of the money for ourselves.

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or want to say hello, click the chat icon found at the bottom right of this page. *Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.   

My Watch Strap does not have a call centre, and we're not set up to handle high volumes of phone calls. The My Watch Strap brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out quickly and efficiently.   

Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE, e.g./ order number (#12345), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

You can create a support ticket here: 

Create a Ticket

We will try to get back to you as soon as possible. If you add your reasoning in the subject, for example, you contact about a return. Include return in the subject. This helps us direct you to the right department. 

We are just as excited as you are for you to receive your order, and we’ve dressed it up for the occasion! All orders come packaged in a branded mailing satchel, so you know exactly what item has turned up on your doorstep. The bands come in a box, to keep your new band secure and safe in transit. 

To determine the correct size, you need to measure your wrist circumference. Our bands come in various sizes (e.g., 38mm/40/41mm and 42mm/44/45mm), and we provide a sizing guide to help you choose the appropriate size for a comfortable fit.

Yes, our Apple Watch bands are designed to be compatible with all Apple Watch models, including Series 1, Series 2, Series 3, Series 4, Series 5, Series 6, SE, and the latest Series 8 ( Including any new models that come out )

Our bands & wallets are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase (like for all the mums on the Under 10’s football team please email us at support@mywatchstrap.co

*Please note: This is subject to stock availability.

Have a special someone who you think needs an brand new watch band in their life (or just trying to earn some major brownie points)? An watch strap or wallet is the perfect gift! You can ship directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All orders don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! 

• Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favourite pattern, otherwise we update our website regularly so that pattern you have your heart set on should be available again and on our website when they will be available again.

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer returns for 30 days from date of delivery/receiving of order. If you want a refund the return time frame is 14 days from date of delivery/receiving of order.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 14 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

To find our full return policy click here :)

Another item caught your eye? It happens – trust us! You can certainly return your item to us for an exchange, provided it is returned within 30 days.

*Please note:all items must be returned in as new condition, to be eligible for a return.

You're still waiting on your refund, right? We know this can be annoying! Depending on the courier & country you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team. 

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.  But if you need to get in touch with Customer Support about your return, please include in your message: 

1. Proof of postage (like a receipt) 

2. The tracking number 

3. Your order number 

We'll then get back to you as soon as we can!

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

30 Days for an exchange or store credit

Yes the buyer is required to cover return costs. If you would like us to provide you with an return label we can, the postage amount will be deducted from your credit or refund (£3) Just contact our friendly team at support@mywatchstrap.co and they will be able to help you along the way.

We are working hard behind the scenes to get the products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 5-10 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay, klarna) directly.

For when payday is just that bit too far away, we have 1 payment plan available. You can select klarna,  provided you are located in the UK.

*Please note: This is a separate company to us and you will need to create an account with either of them.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

Need a little longer to pay for your order? We offer Klarna payment plan for UK customers only.

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single orders only).