We’re here to help
Shopping with SKOLORR should be a breeze. To make things easy before you have to ask, we have put together the answers to some of the Frequently Asked Questions (FAQs) by topics. If we have not covered the answer to yours, please contact us directly – our London based in-house advisors are happy to help.
We at SKOLORR are committed to seeking out the very best talent in the world of independent watchmaking. We scour the haute horology landscape, presenting a curated edit of the finest pieces from artisan masters and rising stars alike. We care about value, craftsmanship, and provenance, and each of our brands has its own story to tell. All pieces are brand-new, direct from the makers, and handcrafted in very limited numbers, so you will never find any vintage, pre-owned or mass-produced styles as part of our selection.
We are not a retailer; we are a curated platform for you to discover and shop directly from the independent brands. SKOLORR acts as a matchmaker to help you to find your perfect timepiece. We’re here to guide you through the process, introduce you to the brands we’re excited about and educate you along the way. We work closely with the brands to bring you some of the coolest, worthiest creations on the market.
You are shopping from the brand – when you decide on the timepiece for you, your purchase will come (and be under warranty) from the brand itself. We at SKOLORR act as a personal shopper or concierge to hold your hand through the process from start to finish. Our team of experts are always on hand to make your purchase an easy, enjoyable and effortless experience.
There are multiple ways to shop on SKOLORR. The easiest way is to browse via the individual brands to see their curated selection. You can also browse by pre-defined search categories using the drop-down filter menu on the Shop page. If you know what you are looking for, use the search bar to the top right of the page. Finally – and probably the best way to do it – is to ask one of our in-house advisors for their personal and expert guidance.
For watches that are available immediately, you can place an order and complete the purchase through the normal checkout. For pre-order, bespoke or customised orders, SKOLORR will act as your personal shopper; when we receive your purchase request, we will contact you to discuss your specifications and will take care of all of the finer details to get your own one-of-a-kind timepiece from workbench to wrist.
Yes! Add the timepiece you wish to customise to your basket and fill in the special requirements section of the checkout process. We will then be in touch to discuss the specific customisation you require. Your order will then be sent on to the brand who will confirm that they can carry out the order. This process takes slightly longer than our usual method so please allow for the wait – you will hear back from them within 10 working days. In the event that the brand is unable to confirm within this timeframe, the order will be cancelled and you will be refunded any payment made at the time of the initial order.
We are an online marketplace platform established in the United Kingdom, so whilst we do not have a store, we do have a physical location in Central London where we can offer private viewings in person. We are also happy to discuss personal appointments elsewhere as per any special requests. Contact us to discuss your specific needs.
Some brands may offer sample pieces for you to try on in the comfort of your own home, though some may not. There are many ways that we can help you to get a good idea of the fit and style of their timepieces, so please contact us to discuss how this can be arranged.
Yes. When purchasing for the first time, you will need to provide us with your full contact details and set up an account so your purchase can be securely traceable for your benefit.
If you wish to add items to an existing order, please contact us within one working day.
If you wish to cancel an order before it has been accepted or confirmed, please notify us immediately. If you order is already in progress, the brand’s cancellation policies may apply. Each brand has its own set of sales terms and conditions so please review these carefully and understand your obligations before placing your order.
DELIVERY & SHIPPING
The brands themselves are responsible for the delivery of your order, though SKOLORR will still be on hand if any assistance is needed. Most of our brands deliver worldwide, however some of them do only ship to limited locations so please check the shipping terms offered by your brand of choice before you place your order.
We do not accept purchase requests made to a P.O. Box, or any addresses that cannot be validated. Our brands have the right to decline any orders requiring delivery outside of their geographical coverage, however if you contact us, often this can be resolved.
Your timepiece will be sent directly from the brand and will come straight from their ateliers or workshops. Each brand offers its own delivery schedule depending on the availability of the item you have selected, the delivery location and any time it may have to spend in customs (if applicable). For bespoke and personalised pieces, a little more time should be allowed. We will provide an estimated delivery timeframe as you place your order.
Many of our brands offer complimentary delivery to SKOLORR customers, however some do apply delivery charges. Each brand has its own set of delivery terms and conditions; please refer to them before placing your order.
Currently you are only able to allocate one delivery address per order – if you would like more than one item delivered to multiple addresses, you must place separate orders for each.
When your order is on the way from the brand, you will receive an email confirmation including a tracking reference to enable you to check the status of your order.
Yes. For security purposes, because the items are of such high value, all of our brands fully insure your package from door to door, meaning either you or a designated person will need to sign for it when it arrives.
RETURNS & REFUNDS
Notify us as soon as possible – we will then contact the brand or put you in touch with them directly to resolve the problem.
Each brand has its own returns procedures. Some brands do not offer returns on bespoke and made-to-order items, or in compliance with the consumer laws in their country of origin, e.g. Switzerland. Please refer to the specific brand’s returns policy for information on this before placing your order.
Each brand has its own set of rules in regards to returns and exchanges, so please see individual brand terms and conditions to ascertain this. Each brand has its own set of rules in regards to returns and exchanges, so please see individual brand terms and conditions to ascertain this.
Orders should be returned to the brands – we will be on hand to guide you through this process.
The same returns and exchange policies apply to items received as a gift. We can facilitate your request to the brand by validating your purchase with the gift-buyer.
Each of our brands has its own set of Terms and Conditions, so it is advisable that you check these before you commit to making your order. If the item you would like to return complies with the brand’s refund policy, you are entitled to a refund amounting to the full value. In some cases you may have to pay for the return shipping although some brands may offer to cover the charge.
In the case of any items customised or made-to-order, the brand is unable to refund any payment made in advance. Please see the brand’s Terms and Conditions for further information on this.
PAYMENT & SECURITY
All taxes and charges will be added as you finalise your order at the checkout. For delivery outside of the European Union, taxes and import duties will be charged by the customs office of the country of delivery. You must accept these charges in order to receive your purchase.
We currently only offer pricing in EURO and we accept most credit and debit cards, including: Visa, MasterCard and American Express.
Payment will be taken as soon as your order is placed with SKOLORR. When purchasing bespoke, customised and pre-order items, we will contact you directly to discuss your personal payment schedule.
We use a third-party payment system meaning your payment is held in escrow until your order has been completed and delivered by the brand, at which point the money is released to them. We do not store your credit card details – instead we use Stripe to process your payment, ensuring the highest level of protection for you. Stripe makes use of the most innovative security tools and practices to maintain this high level of security. These tools have been certified to PCI Service Provider Level 1 – the most stringent level of certification available in the payment industry.
For now, ask our in-house advisor for tips and guidance!
ASK AN ADVISOR
‘Ask an advisor’ offers live chat in real time with our in-house advisors. We’re on hand to answer any queries you may have, or help to resolve problems you may be experiencing. We hand pick each timepiece you see in our Shop, so we’re able to provide guidance and advice as you move closer to selecting your dream timepiece. To talk to us, simply click the icon in the lower right hand corner of the page and await our response.
If you are unable to connect to an advisor, please leave a note to specify your query for a timely response. You can also send us a message via our Contact page and we’ll get back to you as soon as possible.