Frequently Asked Questions

General Enquiries

What lens do you use in your watches?

Sapphire Lens is used in our watches.

How do I check if the watch is automatic or quartz?

Our 62 Master watches are Automatic.

How accurate is the colour on your website?

Despite every effort to provide accurate images of each product's colour and design, actual colours may vary slightly.

This is due to computer monitors or smartphones displaying colours differently and everyone can see these colours differently.

We try extremely hard to ensure our photos are as life-like as possible.

Pricing and Payment Enquiries

What forms of payment do you accept?

We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.

Will you refund an order to a different credit or debit card or a different PayPal account?

Refunds can only be processed back to the same account that was used to place the order on our website.

How long does it take to refund an order?

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method.

After we have issued the refund, it will take up to 1-2 business days (for Paypal payments) and 7 banking days (credit card payments) for the funds to be refunded.

Is my information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this to any third party.

When processing your order online we require your name, email, billing address, shipping address, telephone number, credit card number, CSV code, and expiration date.

If necessary, these details may be shared with a credit reference agency to verify your order. We may use your contact details to inform you of the latest products and new arrivals as well as exclusive discounts.

If you would prefer not to receive these updates, you can unsubscribe in your account preferences or contact our Customer Support via email at

Order Enquiries

How long does it take to process and ship my order?

All orders placed on our website are processed & shipped within 3 business days (excluding weekends and holidays). If you have placed the order during the weekends or holidays, your order will be processed within the next business day.

Once processed, you will receive another notification when your order has shipped that will include the tracking number for you to be able to track your shipment. Once shipped, delivery can take between 5-10 business days (excluding weekends and public holidays) to be received.

*Delivery time may vary in cases of situations beyond the control of the courier (e.g. Customs Clearance, severe weather conditions, government lockdown, movement
restriction policies, etc).

I have not received an order confirmation?

Once an order has been successfully placed on our website, an automated message with the details of your order is sent to the email that was provided when the order was placed.

This is normally sent within 10-30 minutes once the order has been placed. However, be advised that in some cases our emails may unintentionally be filtered by your junk mail settings.

It would be best to check both your junk mail folder and inbox n such cases. In the unlikely event that you have not received the confirmation email containing the details of your order, you may contact our Customer Support via email at and provide the following details:

- Full name
- Email address used to place the order.
- Item ordered

Our Customer Support Team will get back to you within 1-2 business days to locate your order and provide you with more details about your order.

Can I return my order?

We want you to be able to buy with confidence and be completely satisfied with your purchase.

So if for any reason you are unhappy with your purchase, you can return it to us within 14days of delivery, providing your purchased Helicon Watch is:

- Unworn
- In an original and resalable condition with any tamper-evident label still attached
- In its original packaging supplied with the purchase- Stainless steel straps should be unadjusted and with no links removed

To return an item, please contact our Customer Support Team at One of our representatives will respond to your request within 1-2 business days with instructions on how to return the watch.

You will be issued a return authorisation number which must be enclosed within theshipment that will be sent back.If you return the shipment without a return authorisation number provided, it will not be accepted and processed.

Helicon Watches does not take responsibility for the loss of any items lost during the return shipping and will not bear the cost of the return shipment unless you have been sent an incorrect or defective product.

Shipping Enquiries

How can I track my order?

An email will be sent out containing the tracking details of your order once your shipment has been shipped out and collected by the courier.

You can simply click on the link within the email to monitor your shipment anytime.

Shipments take between 5-10 business days (not including weekend and public holidays) to be received.

If you have not received the e-mail containing your tracking details, please contact our Customer Support via email at

Will the delivery require a signature?

Yes, all shipments will require a signature.

Where do you ship from?

All orders placed on our website are shipped from our warehouse located in the UK.

Where do you ship to?

We offer free delivery worldwide, excluding accessories, but please note that we are unable to ship to the following countries below due to customs issues:

Russia, India, Pakistan, Brazil, South & Central America Africa, United Arab Emirates (Except Dubai), Saudi Arabia, Iran, Ukraine.

Why is my delivery delayed?

Our partner couriers are committed to delivering all orders within 5-7 business days (not including weekends and public holidays). However, sometimes it may take a little longer for some orders to arrive.

Here are a few possible causes for delayed deliveries

1. More time is needed for local customs processing.
2. The local customs is awaiting payment of your duty/tax/VAT before delivery.
3. The courier cannot locate your address because the address provided during checkout is wrong or incomplete.
4. Inclement weather or other local conditions may disrupt transport routes.

Do you ship to Po Box / APO / FPO addresses?

We DO NOT ship to PO Box / APO / FPO addresses.

Missed Delivery

If no one was present at your specified shipping address during delivery, the courier will normally leave you a contact card with instructions on how you may request redelivery or directions to the nearest hub where you may collect your package personally (selfcollection).

If you did not receive any card or note from the courier, do not worry. Simply contact the courier via their hotline number and provide the tracking number from the email that you received from us. Once this information has been provided to the courier, they will assist in having redelivery done for you.

My order has just shipped but I want to change my delivery address

Once our warehouse has processed and shipped your order, we will be unable to make any changes to the shipping details of your order.

Do I have to pay VAT / TAX on my shipment?

For shipments to the UK, the price calculated upon checkout includes the 20% VAT that will be remitted to HRMC upon shipment of the order.

For shipments outside of the UK be advised that the price on our website are non inclusive of local tax, VAT, import fees or other shipment clearance costs which may apply depending on where you are.

Any charges applied upon import are the customer's responsibility and must be paid by the customer.


How do I register my watch?

You may complete the registration of your watch by clicking here.

Ensure that you complete the form and keep a copy of your invoice to complete the watch registration.

2-year watch manufacturer warranty

All watches purchased directly from us are warranted against any manufacturing defect for a period of twenty-four (24) months from the date of purchase (the “Warranty Period”) subject to the following conditions:


Your International Guarantee does not cover, notably:

1. Defects and damages resulting from misuse or negligence, or from accident
2. Battery, case, crystal, strap, or bracelet
3. Defects and damages caused by improper use, alterations, tampering, dismantling or unauthorised modifications or repairs
4. Water damage unless marked water-resistant

If your watch is returned during the Warranty Period, any component found by our technical services to be defective as a result of a manufacturing defect will be, at our sole discretion, repaired or replaced free of charge.

Upon expiration of the Warranty Period, any services or repairs will be subject to a service charge. You are responsible for transportation costs, including but not limited to postage, insurance & packing materials. We recommend that any shipment to us include certified delivery and insurance.

How can I get my watch repaired?

In the unlikely event that you are having problems with your watch and would like to have the watch serviced for warranty, our Customer Support Team will assist and provide you with detailed steps on how the watch can be sent to us where the watch can be thoroughly inspected within 1-2 business days of submitting your details.

How long does a watch repair normally take?

Watch repairs takes approximately 6-8 weeks to be inspected and repaired. This is to ensure that your watch is repaired and thoroughly tested to be in good working condition prior to its return to you.

Watch Care

How to maintain the movement of your watch to l#keep it in the best possible condition

Prevent exposing your watch to shock or impact.

Although all of our watches are tested for impact resistance, you should still avoid violent shocks to your watch.

Apart from damaging its appearance, this can cause premature wear in materials and components, which may affect the performance of the watch.

You should also prevent exposing your watch to magnetic fields.

Avoid leaving your watch close to equipment that can produce strong magnetic fields such as speakers, refrigerators, mobile phones, or magnets as these may affect the performance of your watch.

A magnetised movement will cause your watch to run erratically fast or slow.

Should I wear my watch regularly?

With an automatic or self-winding watch, provided that the movement is fully winded, it will provide your watch with between 30 - 40 hours of power or functionality.

The normal movement of your wrist while wearing your watch should keep the movement “charged”. However, if you do not wear your watch for a couple of days it may be necessary to wind the movement and give the watch a gentle shake to get it going before putting it back on your wrist.

How do I change the Lume on my watch?

To charge the lume of your watch, simply expose it to a light source (preferably those with UV rays).

How do I remove scratches on the lens of my watch?

For a watch enthusiast, a scratch on an otherwise flawless crystal is a devastating sight.

Before you send your tainted timepiece back for a crystal replacement, you may want to consider a simple remedy by following the instructions below.

Before you proceed, be advised that this method applies to light scratches and you would require the following items:

Polishing cream, Microfibre cloth, Masking tape or painter’s tape

Step # 1: Protect your watch bezel.
Protect the bezel of your watch by covering it with masking or painter's tape.
Step # 2: Apply buffing paste on the scratched surface.
Apply a small amount of buffing paste to the scratch of the glass. With the microfibre cloth, rub firmly the applied area in a circular motion. After a few minutes, you should start to see the scratch disappearing.
Step # 3: Clean excess paste

Once the scratch has faded, wipe away the excess buffing paste. If the scratch remains, rinse and repeat from step two. If it’s gone, rinse and wipe away residue or fingerprints with a clean microfibre cloth.

Are your watches water resistant?

Yes, all our watches are water resistant. Each model details the level of resistance in the specification.

As a guide, we recommend following these rules:

3ATM / 30m - water resistant but we don't recommend swimming
5ATM / 50m - water resistant but we don't recommend swimming
10ATM / 100m and above - waterproof and suitable for swimming

Exposure to the sea or chlorinated water

If your watch has been exposed to water such as whilst washing your hands or exposed to light rain, provided that your crown has been secured, the build and seals of your watch should be more than adequate to prevent water ingress. If your watch is exposed to seawater or chlorinated water it is advised that you immediately wash off the timepiece with fresh water before drying the watch with a microfibre cloth.

Sea water and chlorinated water is much more harmful and abrasive on watches than fresh water and great care must be taken if your watch is exposed to these conditions.