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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.

SHOPPING

How do you select the brands and timepieces you offer?

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.

Are you an authorised retailer?

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.

Am I shopping from SKOLORR or from the brand(s)?

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.

How do I find a timepiece I like on SKOLORR?

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.

How do I make a purchase?

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.

Can I make a special/personalisation request for my purchase?

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.

Do you have a physical shop?

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.

I would like to try on a watch before I make a purchase, what should I do?

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.

Do I need to set up an account to place an order?

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.

Can I add items to an existing order?

If you wish to add items to an existing order, please contact us within one working day.

Can I cancel an order once it has been placed?

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

Where do you deliver?

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.

Where do you NOT deliver?

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.

When can I expect my delivery?

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.

How much does delivery cost?

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.

Do brands deliver to multiple addresses?

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.

Can I track my order?

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.

Do I need to sign for my 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

What do I do if there's something wrong with my order?

Notify us as soon as possible – we will then contact the brand or put you in touch with them directly to resolve the problem.

How do I return an item?

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.

How long do I have to make a return?

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.

Where do I return or exchange my order?

Orders should be returned to the brands – we will be on hand to guide you through this process.

Can I return or exchange an item that was given to me as a gift?

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.

Will I be refunded to the full value of my order?

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

Does the order value include VAT?

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.

What payment methods and currencies does SKOLORR accept?

We currently only offer pricing in EURO and we accept most credit and debit cards, including: Visa, MasterCard and American Express.

When will payment be deducted?

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.

How safe and secure is it to shop via SKOLORR?

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.

SIZE GUIDE

COMING SOON

For now, ask our in-house advisor for tips and guidance!

ASK AN ADVISOR

How does ‘Ask an Advisor’ work?

‘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.

It’s not connecting, what should I do?

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.

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