Frequently Asked Questions
General and Contact
How do I buy items from The Watch Store?
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You can order products online at www.thewatchstore.com.ph. Just add the products you wish to purchase to your shopping bag and proceed with the checkout process. You can do so as a ‘guest’ or you can also ‘create an account’ to receive exclusive promotions and be updated with the latest products and promos.
The Watch Store also has physical branches in SM North Edsa, SM City Cebu, SM Davao Ecoland. We are also present on e-commerce platforms such as Lazada and Shopee. *Check back regularly for updates for store launch and additional branches.
Are the products I am buying authentic?
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You need not worry about the purchases you make with us. We can guarantee the authenticity of all items we sell on our online platform. Aside from being packaged in the brand’s official box and packaging, we also provide a complete set of documents such as the warranty card. This warranty is usually for 2 years and is recognized globally by the brand. On top of this, we are the authorized distributor and retailer for the brands we carry. You can’t get better peace of mind for your watch investment.
What should I expect if I purchase an item via pre-order?
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Ship out dates are stated in each product page. You can expect your order to be shipped out on the date stated. Kindly give 1-2 days allowance for dispatch as we will be fulfilling orders based on the order sequence.
How do I know when an item will be restocked online?
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If an item is sold out, sign up to our mailing list to be the first to know when an item is restocked. It’s best to keep yourself updated always.
Do you have any after-sales service?
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Of course we do! That’s one of the things we take pride in. Your The Watch Store experience doesn’t end when you purchase a watch from us, we look after our customers and if there is any after sales service we can render like cleaning your timepiece’s movement or changing the battery on your quartz watch, you may feel free to get in touch with our customer service team at cs@timeline.com.ph. They will direct you on where to bring your timepiece for servicing.
Orders, shipping, and tracking
Is free shipping possible? How do I qualify?
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For Philippine orders, free shipping is applicable to all orders amounting to Php4,000 and up. Standard shipping rates apply for purchases less than Php4,000.
Do you ship internationally?
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No, we are bound by agreements with the brands we carry to only cover the territory of the Philippines.
When will my order be shipped and when will I receive it?
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The Watch Store orders are normally processed within 1 working day upon order confirmation. Once order is dispatched to the courier, delivery lead time will be as follows:
- Metro Manila – 1-5 days
- Provincial – 5-10 days
- *Kindly bear with us during peak season (Christmas and upon sale announcements) as delivery time might extend from 1 to 3 days.
Please also refer to our Comprehensive Delivery Policy to be guided accordingly.
How do I track my order?
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After you place an order, you will receive an order confirmation via email. Another email with tracking information where you can track and monitor the delivery status of your The Watch Store order will be sent to you once order has been shipped.
You can also log-in to your The Watch Store account to view the status of your order. It will be reflected in the account dashboard. If your order has been shipped, it will be reflected in the dashboard with the tracking number.
I already placed my order, can I still change it?
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All orders placed are final. Kindly review your shopping bag before proceeding to checkout.
Can I change my shipping address?
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Change in shipping address will be accepted as long as the order has not been shipped out—this is usually 24 hours upon receipt of your order. Once orders have been dispatched to the courier, your shipping address can no longer be modified.
Email us at tws@wizer.com.ph for assistance.
How do I cancel my order?
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If you change your mind about an order, contact us at tws@wizer.com.ph within 1 working day so we can process it for cancellation and refund. If your order has been dispatched, order cancellation can no longer be processed.
You may also read our Comprehensive Policy on Order Cancellation and Refunds for better understanding.
Returns and refunds
Can I return or exchange an item?
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Product returns are possible provided that return is made within 7 days from the date of delivery and must meet certain criterias found on our Comprehensive Policy on Returns and Replacements. Exchanges are also allowed provided that all criterias are met, please refer to our Comprehensive Policy on Returns and Replacements.
Please also note, that for any return or exchange, buyer bears the expense for shipping.
My item arrived damaged, what should I do?
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Write us at tws@wizer.com.ph with the subject "(Order #), Damaged Item" so we may address it immediately. Include a photo of the product and an explanation of the incident.
We will get back to you within 3 working days on our assessment of the situation. From there, we will assign a courier to pick up the wrong product and send the correct item together upon delivery, free of charge. Please do remember, damaged items must be surrendered to the courier before they release the replacement item.
I received the wrong item, how do I return it?
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Write us at tws@wizer.com.ph with the subject: "(Order #), Wrong Item" so we may address it immediately. Include a photo of the product for assessment.
We will get back to you within 3 working days on our assessment of the situation. From there, we will assign a courier to pick up the damaged item and send the replacement together upon delivery, free of charge. Please take note, the wrong item must be surrendered to the courier before they will release the replacement item.