Shipping conditions

Shipping methods:

Shipping methods vary per country. You can find available shipping methods for your country in the shopping cart.

We offer several different shipping methods divided into two sections; standard shipping methods and DHL Express shipping.

Shipping costs:

Shipping costs are automatically calculated during checkout and are shown before you complete your purchase. These costs are based on the weight of the goods you order and the country of delivery. Shipping costs include handling/shipping and insurance.

Delivery on orders over € 50 within the European Union is FREE*.

* Shipping options and costs to certain European countries may be different. This is due to the fact that the standard shipping method for some countries is not completely reliable and we've had several incidents in the past, such as lost packages or fraudulent orders. Whenever possible, we will offer you only the safest, quickest shipping methods even when this means a higher shipping cost.

Estimated delivery times:

Shipping times can be seen during the checkout process. These shipping times are communicated as an indication. Actual delivery times will vary per country, selected shipping method and ultimately, your local postal office (if you have selected standard/free shipping). Please Note: We do not accept cancellation of orders during the shipping period even when the shipping takes longer than expected.

When is my order shipped?

We ship Monday through Friday excluding Dutch national holidays. All orders are shipped within 24 hours (on working days) after receiving payment confirmation. Please Note: orders shipped with DHL/UPS/FedEx require a signature upon delivery.

Important information about import taxes for Customers outside the EU

When products are shipped from the Netherlands to countries outside of the European Union, in some cases, there will be a VAT (Value Added Tax), other taxes, customs duties and fees levied by your destination country. The additional charges for taxes or customs clearance fees are the responsibility of the recipient. If the recipient refuses to pay the duties, HWG has the right to charge the costs to the recipient.

Unfortunately, we cannot estimate what the charges may be since Customs and taxation policies vary widely from country to country. For further details, please contact your destination's customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original estimated delivery time.

FAQ - Frequently asked questions

Can I track my parcel within Europe?

Yes, you can. For orders with standard shipping, please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zip code/postal code. The site will then show you which courier has been used and the tracking status of your parcel. For orders with DHL Express shipping, please visit our order service page or dhl.com.

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Can I track my parcel outside Europe?

If you have chosen one of  the Standard shipping options, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking numbers are not linked, and with this, the tracking gets lost. This does not mean your package will not get delivered; it just means that tracking is limited. 

If you have chosen the DHL Express Shipping option, visit dhl.com for more information.

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Do you ship to my country?

In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this:

  1. We have experienced frequent and multiple cases of mail fraud in this particular country.
  2. Your chosen shipping method is not available in your country.

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My order hasn’t arrived in time and I live in Europe. When will I receive it?

Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu if you chose one of the standard shipping options, or dhl.com if you chose DHL Express Shipping.

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My order hasn’t arrived in time and I live outside Europe. When will I receive it?

Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to three weeks. During the period that your parcel is in the customs department, there are no tracking updates available. Unfortunately, we cannot control or speed up this process. Please go to our order service page if you chose one of the standard shipping options, or dhl.com if you chose DHL Express Shipping.

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Why do I have to pay import tax? (outside the EU)

Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens, and the threshold for charging differs per country. Contact your local Customs office or Tax Authority for more information.

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Item defective or damaged during shipping

Did an item arrive damaged or defective? We apologize for the inconvenience. Please use the form below to report your problem and include it in your returns package. Upon receiving the returned item we will take care of replacing your purchase as fast as we can. If it is not possible to replace your item, you will receive a refund for the full amount that was paid for the item in the same form of payment and account, originally used for the purchase. Please note that we are unable to replace standard plastic boxes that are broken during shipping.

Customer Service

Contact us

Hours:
Monday-Friday, 8am-5pm (CET)
11am - 5pm Sat. Closed on Sundays and Dutch national holidays

Your satisfaction is 100% guaranteed. All items in your order can be returned to mastersintime.com 30 days from the delivery date for a complete refund if you are unsatisfied. The returned product must be in new condition. For detailed return instructions visit our Returns and Exchanges page.

To Contact Us By Phone

Telephone: +31(0)85 4892012
Fax: +31 (0)10-2330692

Order Tracking

Order Tracking Page

Head Office

Masters in Time
Willebrordusstraat 16
3037 TR Rotterdam
The Netherlands
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Our Stores

Horloge.nl by Levens - Breda
Nieuwe Ginnekenstraat 4
4811 NR Breda
The Netherlands
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Masters in Time
Willebrordusstraat 14
3037 TR Rotterdam
The Netherlands
Get Google Directions
Also pick up point for Swatch watches

Please Note:
Mastersintime's customer service department is based in our headquarters in the city of Rotterdam, The Netherlands. Our trained staff is available to take your questions via feedback form, email or over the phone. You can also contact our team on Facebook.