Complaints Policy
Last Updated: November 27, 2025
At Britannia Time, we are committed to providing the highest quality luxury watches and exceptional customer service. If you have a complaint, we take it seriously and aim to resolve it promptly and fairly.
1. How to Make a Complaint
Complaints should be submitted in writing via email to:
info@britannia-time.comPlease include:
Your full name and order number
A clear description of the issue or complaint
Any supporting evidence (e.g., photos of damaged items)
2. Complaint Acknowledgment
We will acknowledge receipt of your complaint within 24 hours of receiving it.
You will be provided with a reference number for your complaint for tracking purposes.
3. How We Handle Complaints
Our team will investigate your complaint promptly and thoroughly.
We aim to respond with a resolution within 7 business days.
Possible outcomes may include:
Replacement of a damaged or incorrect item
Full or partial refund
Guidance or clarification regarding products or services
4. Customer Responsibilities
Provide accurate and complete information about your complaint.
Respond promptly to any requests for additional information from our team.
Keep returned items in their original packaging if a replacement or refund is required.
5. Escalation
If you are not satisfied with the resolution provided, you can request that the matter be escalated to senior management.
All complaints are reviewed carefully to ensure fair and consistent outcomes.
6. Commitment to Improvement
All complaints are used to improve our services, products, and customer experience.
We strive to prevent similar issues in the future and maintain the highest standards of service.
7. Contact Information
For all complaints or queries regarding this policy, please contact us at:
Email: info@britannia-time.com