Returning a product from a country outside the European Union

At Masters in Time we do our utmost best to offer you a good shopping experience. If by chance - for whatever reason - you are not entirely satisfied with the product you have purchased, you can return it within 30 days after receipt.

Are you looking to return your watch in order for it to be repaired? Please choose the situation below that applies to you to find the correct way to return your product. We are looking forward to reunite you with your restored watch as soon as possible.

Return product for a refund

The choice of the outbound shipment determines our return policy and the associated costs.
DHL shipments
We offer a DHL return label at a reduced rate of €12,99. You can request a return label on the "my order" page. The return costs will be deducted from the refund of your order.

Other shipping partners (Maersk, DHL Express)
Unfortunately, we do not yet offer return labels from these shipping partners. You can choose any shipping partner to return your package to us. You are responsible for the return shipping costs.
We kindly ask you to consider the following conditions with your return:
- You have a cooling-off period of 30 days from the day you received the product.
- Please preannounce the product you wish to return and download the CN22 or CN23 customs form. This form can be downloaded from the "My Order" section.
- Please return watches and clocks in the original brand packagaing (if reasonably possible).
- The product should be returned in its entirety, including all accessories and parts.- In the absence of an accessory or part, the retail value will be deducted from your refund value.
- Aprropriate labels bust be intact (if reasonably possible).
- Please include the guarantee certificate / booklet (if reasonably possible).
- In case we offer you a returnlabel, we will deduct the return shipping costs from your refund.
- The refund will be made once we have actually received the product back.
- If we do not receive the return within 14 days after the preannouncement, we will repay you at the time you can prove to have actually sent the product to us.
- Refunds are made through the same payment method used for the settlement of the order.
- In case we made a mistake with your order, we will also reimburse the initial shipping costs as well as any return shipping costs.
1. Log in at our ‘My order’ page
2. Preannounce the product you wish to return.
3. Download the return label and the CN23/CN22 form*
4. Take your package to a drop-off point of the carrier indicated on your return label.
5. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
*More information about the return label can be found below. Here you will also find more information about the CN22 and CN23 forms.".

Return product for an exchange

- The exchange will be made at the moment we have actually received the product back.
- Once the return has been accepted and processed, you will receive the full refund minus initial shipping costs.
- We will create a new order and send you a manual paylink for the exchange. You will not be charged again for any shipping costs that may apply.
- If we do not receive the return within 14 days after the preannouncement, we will repay you at the time you can prove to have actually sent the product to us.
- Refunds are made through the same payment method used for the settlement of the order.
- If Masters in Time has made an mistake with your order, please contact us at info@mastersintime.com. We are happy to assist you and will provide you with the correct return instructions. Once the package has been returned according to our conditions, we will reimburse the initial shipping costs and any return shipping costs.
1. Log in at our order service page
2. Preannounce the product you wish to return, and select “return for an exchange”.
3. Fill out the product code for the replacement product you would like to receive instead.
4. Download the CN22 or CN23 customs form. 5. Take your parcel to your local post office or postal agency.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
We kindly ask you to consider the following conditions with your return:
- You have a cooling-off period of 30 days from the day you received the product.
- Please preannounce the product you wish to return and download the CN22 or CN23 customs form. This form can be downloaded from the "My Order" section.
- Please return watches and clocks in the original brand packagaing (if reasonably possible).
- The product should be returned in its entirety, including all accessories and parts.- In the absence of an accessory or part, the retail value will be deducted from your refund value.
- Aprropriate labels bust be intact (if reasonably possible).
- Please include the guarantee certificate / booklet (if reasonably possible).
- In case we offer you a returnlabel, we will deduct the return shipping costs from your refund.

Return product for a repair

1. Include a clear description of the issue.
2. In case purchased from HWG, include the original HWG invoice or your original order number.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Take your parcel to your local post office or postal agency.
5. We advise you to send your parcel via standard registered mail.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
Netherlands
Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] can not guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will make up a price estimate.
- The costs for shipment towards HWG are for your account. We will cover the return shipping costs.
- More information about the repair procedure can be found here
1. Include a clear description of the issue.
2. Add the valid, stamped warranty card to your broken watch.
3. Please include the original HWG invoice, or your original order number.
4. Please make sure to pack the watch carefully, for example in bubble wrapping.
5. Take your parcel to your local post office or postal agency.
6. We advise you to send your parcel via standard registered mail.
7. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
Netherlands
Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] cannot guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- The costs for shipment towards HWG are for your account. We will cover the return shipping costs.
- More information about the repair procedure can be found here.
1. Include a clear description of the issue.
2. Add the valid, tamped warranty card to your broken watch.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Take your parcel to your local post office or postal agency.
5. We advise you to send your parcel via standard registered mail.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
The Netherlands
Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] cannot guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- In case your warranty claim is approved, we will refund your return shipping costs (in case the product was purchased from us).
- More information about the repair procedure can be found here
1. Log in at our 'My order' page
2. Preannounce the product you wish to return and select “return for repair”.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Download the CN22 or CN23 customs form.
5. Include a (detailed) description of the defect in your watch.
6. Add the valid, stamped warranty card to your broken watch.
7. Take your parcel to your local post office or postal agency.
8. Please keep the return shipping receipt (including T&T) until reception has been confirmed.
Additional instructions and information
- In case of a repair under warranty you do not need to return the watch in the original brand packaging. [domain] can not guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- In case your warranty claim is approved, we will refund your return shipping costs (in case the product was purchased from us).
- More information about the repair procedure can be found here.

Return product for a refund

Return instructions

Log in at our ‘My order’ page
Preannounce the product you wish to return.
Download the return label and the CN23/CN22 form*
Take your package to a drop-off point of the carrier indicated on your return label.
Please keep the return shipping receipt (including T&T) until reception has been confirmed.

*More information about the return label can be found below. Here you will also find more information about the CN22 and CN23 forms.".

Terms and conditions

We kindly ask you to consider the following conditions with your return:

You have a cooling-off period of 30 days from the day you received the product.
Please preannounce the product you wish to return and download the CN22 or CN23 customs form. This form can be downloaded from the "My Order" section.
Please return watches and clocks in the original brand packagaing (if reasonably possible).
The product should be returned in its entirety, including all accessories and parts.- In the absence of an accessory or part, the retail value will be deducted from your refund value.
Aprropriate labels bust be intact (if reasonably possible).
Please include the guarantee certificate / booklet (if reasonably possible).
In case we offer you a returnlabel, we will deduct the return shipping costs from your refund.

Return costs and return label

Return labels can be generated for orders shipped with DHL Express. We are working on being able to offer a label for every shipping partner in the future. Unfortunately, this is not yet possible. If we do not provide a return label, you are responsible for obtaining the return label yourself. We advise using the cheapest traceable shipping method.

Region	Outbound Carrier	Return carrier	Return costs
Outside EU + UK	DHL Express	DHL Express	€ 12,95

CN22 and CN23 forms

The CN23 and CN22 forms are required customs declarations for returns of shipments outside the EU and the UK. These forms provide customs authorities with essential details about the shipment’s contents, value, and purpose. You can download the required form from the "My Order" section. Make sure you fill it out completely to ensure your return is processed without delay.

Region	Value	CN22	CN23
Inside EU	All	No	No
Outside EU (incl. UK)	Up to € 425	Yes	No
Buiten EU	More than € 425	No	Yes

Return product for an exchange

Return instructions

1. Log in at our order service page
2. Preannounce the product you wish to return, and select “return for an exchange”.
3. Fill out the product code for the replacement product you would like to receive instead.
4. Download the CN22 or CN23 customs form. 5. Take your parcel to your local post office or postal agency.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.

Processing time and refund

- The exchange will be made at the moment we have actually received the product back.
- Once the return has been accepted and processed, you will receive the full refund minus initial shipping costs.
- We will create a new order and send you a manual paylink for the exchange. You will not be charged again for any shipping costs that may apply.
- If we do not receive the return within 14 days after the preannouncement, we will repay you at the time you can prove to have actually sent the product to us.
- Refunds are made through the same payment method used for the settlement of the order.
- If Masters in Time has made an mistake with your order, please contact us at info@mastersintime.com. We are happy to assist you and will provide you with the correct return instructions. Once the package has been returned according to our conditions, we will reimburse the initial shipping costs and any return shipping costs.

Return product for a repair

Within the 30 day withdrawal period

1. Log in at our 'My order' page
2. Preannounce the product you wish to return and select “return for repair”.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Download the CN22 or CN23 customs form.
5. Include a (detailed) description of the defect in your watch.
6. Add the valid, stamped warranty card to your broken watch.
7. Take your parcel to your local post office or postal agency.
8. Please keep the return shipping receipt (including T&T) until reception has been confirmed.

Additional instructions and information

- In case of a repair under warranty you do not need to return the watch in the original brand packaging. [domain] can not guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- In case your warranty claim is approved, we will refund your return shipping costs (in case the product was purchased from us).
- More information about the repair procedure can be found here.

Outside the 30 day withdrawal period, within the factory warranty period

1. Include a clear description of the issue.
2. Add the valid, tamped warranty card to your broken watch.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Take your parcel to your local post office or postal agency.
5. We advise you to send your parcel via standard registered mail.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.

Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
The Netherlands

Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] cannot guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- In case your warranty claim is approved, we will refund your return shipping costs (in case the product was purchased from us).
- More information about the repair procedure can be found here

Outside the factory warranty period, within the extra year HWG warranty

1. Include a clear description of the issue.
2. Add the valid, stamped warranty card to your broken watch.
3. Please include the original HWG invoice, or your original order number.
4. Please make sure to pack the watch carefully, for example in bubble wrapping.
5. Take your parcel to your local post office or postal agency.
6. We advise you to send your parcel via standard registered mail.
7. Please keep the return shipping receipt (including T&T) until reception has been confirmed.

Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
Netherlands

Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] cannot guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty.
- The costs for shipment towards HWG are for your account. We will cover the return shipping costs.
- More information about the repair procedure can be found here.

No warranty applicable, price offer request

1. Include a clear description of the issue.
2. In case purchased from HWG, include the original HWG invoice or your original order number.
3. Please make sure to pack the watch carefully, for example in bubble wrapping.
4. Take your parcel to your local post office or postal agency.
5. We advise you to send your parcel via standard registered mail.
6. Please keep the return shipping receipt (including T&T) until reception has been confirmed.

Return address
Holland Watch Group B.V. Repairs department
Willebrordusstraat 16
3037 TR Rotterdam
Netherlands

Additional return instructions
- You do not need to return the watch in the original brand packaging. [domain] can not guarantee you will receive the same box in return.
- Upon receipt of the returned product, our certified watchmaker will make up a price estimate.
- The costs for shipment towards HWG are for your account. We will cover the return shipping costs.
- More information about the repair procedure can be found here