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Frequently asked questions about

My order
  • I can't add the watch I want to my basket, why not?

    If you can't add the watch to your basket it's currently out of stock. Please enter your email address here to get a notification when it's back in stock.

  • I have placed an order and would like to know when it will be delivered.

    Write us your name, full address, and the order number, and we’ll get back to you with the date.

  • I would like to know if a watch is available

    Write us your name, full address, and the order number, and we’ll get back to you.

  • What is the shipping time?

    Your order will be shipped within 1-2 business days

  • Do I have to pay for the freight charges?

    No, TW Steel offers a worldwide free delivery for watches.

Shipping
  • What is the average delivery time?

    The average delivery time depends on your country but within 1-3 business days your order will be delivered. Once your order is shipped, you will receive a notification from DHL EXPRESS ON DEMAND DELIVERY (DHL ODD). ODD will email and/or SMS you about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, this 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your delivery.

    DHL ON DEMAND DELIVERY offers the following free delivery options:
    1. Deliver my Package on Another Day: Scheduled Delivery
    2. Deliver my Package to Another Address: Alternate Delivery to work or family
    3. Deliver my Package at a Safe Place: Authorize Shipment Release
    4. Deliver my Package with Neighbor: Leave with Neighbor, Reception or Guard
    5. Deliver my Package at a DHL ServicePoint: Hold for Collection
    6. Request to hold my Package: Vacation hold and safekeeping up to 30 days

    • Which countries do you ship to?

      We ship globally with DHL Express and DHL Global Mail.

Payment
  • Which payment methods do you accept?

    Visa, American Express, Mastercard, Pay Pal, Ideal, Apple Pay, Google Pay.

Returns
  • I wish to return my order

    Write us your name, full address, and the order number, and we’ll get back to you.

Our watches
  • Where can I buy a TW Steel watch?

    Please go to the official TW Steel website or find your nearest TW Steel authorized retailer within the Store Locator on this website.

  • How do I use the chronograph?

    Please go to the Manual section below and download the manual of your TW Steel model.

  • How do I adjust the time or set the date?

    Please go to the Manual section below and download the manual of your TW Steel model.

  • How long does a watch battery last?

    Please go to the Manual section below and download the manual of your TW Steel model.

  • To what depth are TW Steel watches water resistant?

    TW Steel watches are water resistant up to 30, 50 or 100 meters (3, 5 or 10 ATM), depending on the type of watch. Please keep in mind that a watch's water resistance cannot be permanently guaranteed. It may notably be affected by the ageing of gaskets or by an accidental shock to the crown.

    Water resistant is a common mark stamped on the back of wrist watches to indicate how well a watch is sealed against the ingress of water. An indication of the test pressure in terms of water depth does not mean a water resistant watch was designed for repeated long-term use in such water depths. For example, a watch marked 30 meters water resistant cannot be expected to withstand activity for longer time periods in a swimming pool, let alone continue to function at 30 meters under water. This is because the test is conducted only once using static pressure on a sample of newly-manufactured watches.

    3 ATM
    Watches water resistant for 30m are suitable for everyday use. Splash/rain resistant. NOT suitable for swimming, snorkeling, water related work and fishing and are NOT suitable for diving.

    5 ATM
    Watches water resistant for 50m are suitable for swimming, white water rafting, non-snorkelling water related work and fishing and are NOT suitable for diving.

    10 ATM
    Watches water resistant for 100m are suitable for recreational surfing, swimming, snorkelling, sailing and water sports and are NOT suitable for diving.

  • How can I get information about TW Steel?

    Media enquiries only please contact PR & Communications: info@twsteel.com

    For general consumer enquiries please contact: info@twsteel.com

Warranty
  • Warranty Rules

    TW Steel offers a 2-5 year manufacturer’s warranty depending on the collection, following the day of purchase. Wear and tear damage and/or damage to the crystal is not covered.

  • What should I look for on the guarantee card?

    Please look to see that the stamp on the guarantee card matches the receipt you have received for your TW Steel purchase.

  • Why should I buy a TW Steel from an authorized retailer?

    The guarantee of a TW Steel watch is ONLY VALID if the watch is purchased from an authorized retailer.

  • Are online warranties different to the TW Steel warranty?

    Customers should always check to see if the warranty offered for an online sale matches that of TW Steel.

    If it’s not equal to the TW Steel warranty – you must consider the online retailer to be an unauthorized retailer and therefore the TW Steel warranty is immediately voided.

  • How long does my warranty last?

    Our entire assortment of TW Steel watches comes with a 2-5 year manufacturer’s warranty depending on the collection. Damage resulting from incorrect use or poor treatment as well as wear and tear resulting from use are excluded.

  • Who can I contact for repairs or service?

    In case you wish to contact TW Steel, write us your name, full address, and the order number and we’ll get back to you.

Manuals

Stel ons een vraag, want we hebben tijd genoeg.

TW Steel Store

Schieland 2

1948RM Beverwijk

The Netherlands

webstore@twsteel.com