Complaints Policy
We aim to get every order right, but when something goes wrong we want to hear about it and fix it quickly. This page explains how to raise a complaint and what happens next.
How to raise a complaint
- Email us at info@watchlyx.com with “Complaint” in the subject line, or
- Use the contact form on our Contact page.
Please include your order number, a description of the problem, and what outcome you are looking for. Photos help where the complaint concerns the condition of an item.
What happens next
- We acknowledge every complaint within 2 working days.
- A member of the team investigates and gives you a full response within 10 working days. If we need longer (for example, where a carrier or manufacturer needs to be consulted), we will tell you why and give you a revised date.
- If you are not satisfied with the response, reply and ask for the complaint to be escalated. It will be reviewed by a manager, who will respond within a further 10 working days.
If we cannot resolve it
If you remain unhappy after our final response, you may wish to seek advice from your local Citizens Advice consumer service (0808 223 1133 in the UK), or from Trading Standards. If you paid by card, you may also have rights through your card issuer. Nothing in this policy affects your statutory rights.
Related policies
Our Returns and Exchanges Policy covers refunds and your 14-day right to cancel, and our Informazioni sulla garanzia page covers faults that develop after purchase.