Frequently Asked Questions
Who is Watches of NZ?
Watches of NZ is an online retailer operated by Watches of NZ Limited (NZBN: 9429052963155), a registered New Zealand company. We specialise in genuine watches and jewellery, serving customers throughout New Zealand and Australia.
Are your products genuine?
Yes. Every product sold by Watches of NZ is 100% genuine.
We source our products through authorised distributors, verified wholesalers, and trusted industry partners. We do not sell counterfeit, replica, or refurbished products.
For selected brands, we are an authorised retailer through the official New Zealand distributor.
Why are your prices lower than many other retailers?
As an online-focused retailer, we operate with lower overhead costs than many traditional stores. This allows us to offer competitive prices while continuing to supply genuine, brand-new products.
Lower prices do not mean lower quality or reduced authenticity.
Orders
How do I place an order?
Simply browse our website, add your selected items to your cart, and complete checkout using one of our secure payment methods.
Once your order has been successfully placed, you will receive an order confirmation email.
Can I cancel my order?
Orders can usually be cancelled before they have been dispatched.
If your order has already been shipped, it must follow our Return & Refund Policy.
Please contact us as soon as possible if you wish to cancel your order.
Can I change my shipping address after placing an order?
If your order has not yet been dispatched, we will do our best to update your shipping address.
Please contact us immediately after placing your order.
Shipping
Where do you ship?
We currently ship throughout:
• New Zealand
• Australia
How long does delivery take?
Estimated delivery times after dispatch:
New Zealand
1 to 6 business days
Australia
1 to 4 business days via DHL Express
Delivery times are estimates and may vary during peak periods or due to customs processing.
Where are orders shipped from?
Most orders are dispatched from our Auckland warehouse.
Some products may be shipped from our Dubai warehouse depending on stock availability.
Will I receive tracking information?
Yes.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and tracking link.
Payments
Which payment methods do you accept?
We currently accept:
• Visa
• Mastercard
• American Express
• Afterpay
• Zip
Available payment methods are displayed during checkout.
Is your checkout secure?
Yes.
All payments are processed through secure, encrypted payment gateways using industry-standard SSL encryption.
Returns & Refunds
Can I return my order?
Yes.
Eligible items can be returned within 30 days of delivery in accordance with our Return & Refund Policy.
Returned products must be unworn, unused, and include all original packaging and accessories.
Do you charge a restocking fee?
A NZD $60 restocking fee applies only to approved change-of-mind returns and exchanges.
No restocking fee applies if the product is defective or if we shipped the incorrect item.
Who pays for return shipping?
For change-of-mind returns, customers are responsible for return shipping costs.
If the product is defective, damaged during transit, or supplied incorrectly, we will cover the reasonable return shipping costs.
Warranty
Do your products include a warranty?
Yes.
Products are covered by either:
• The manufacturer's warranty where applicable.
• A Watches of NZ Store Warranty where a manufacturer's warranty is not provided.
Warranty information is shown on the product page whenever applicable.
What isn't covered under warranty?
Warranty coverage does not include:
• Normal wear and tear
• Batteries
• Watch straps and bracelets
• Glass or crystals
• Accidental damage
• Water damage caused by misuse
• Unauthorised repairs or modifications
Authenticity
How do I know the products are authentic?
Every product sold by Watches of NZ is carefully sourced through verified suppliers and authorised distribution channels.
We maintain sourcing documentation for every product we sell.
If you have questions regarding a product's authenticity, please contact us before placing your order.
Customer Support
How can I contact Watches of NZ?
Phone / WhatsApp
+64 22 511 8189
Business Hours
Monday to Friday
9:00 AM to 5:00 PM (NZST)
How quickly do you respond?
We aim to respond to all customer enquiries within one business day.
Messages received outside business hours will be answered on the next business day.
Do you have a physical store?
We operate primarily as an online retailer.
Our registered business address is:
Unit 9, 28 Harrison Road
Mount Wellington
Auckland 1060
New Zealand
Visits are available by appointment only.
Still Need Help?
If you cannot find the answer you're looking for, our customer support team is happy to help.
Email: info@watchesofnz.com
Phone / WhatsApp: +64 22 511 8189
Business Hours:
Monday to Friday
9:00 AM to 5:00 PM (NZST)