FAQ
Frequently Asked Questions
What does New Jersey UK sell?
New Jersey UK is a curated watch retailer offering men's and women's timepieces, from skeleton chronographs and automatic watches to bracelet watches and matching jewelry sets. We source our products from established manufacturing partners and sell them directly to customers through this website only, with no third-party marketplaces involved.
Who makes your watches?
We are a retailer, not a manufacturer. Our watches are produced by our manufacturing partners, and our product photography is supplied to us by those partners to accurately depict the actual items sold. We disclose this openly because we believe in being transparent about where our products come from, rather than presenting them as an in-house brand they aren't.
Is New Jersey UK a registered business?
Yes. New Jersey UK is a UK-registered business (a subsidiary of New Jersey LTD), with a registered office at 128 City Road, London, EC1V 2NX, United Kingdom. Our company registration number and Unique Taxpayer Reference are published in the footer of every page on this site.
Shipping
Where do you ship from?
Our products are held at fulfillment warehouses in Guangzhou, China, where all orders are packed and dispatched. Shipping internationally from our fulfillment origin allows us to keep prices honest and offer free standard shipping without a retail markup.
How long does shipping take?
Orders are processed within 1–3 business days after payment confirmation (cut-off 11:00 AM GMT). Standard delivery, via China Post, takes approximately 14–21 business days from dispatch. Express delivery, via DHL, is available as a faster paid upgrade at checkout. Exact timing is shown at checkout based on your destination.
Do you offer free shipping?
Yes. Standard shipping (China Post) is free on all orders to available destinations, shown clearly at checkout before you pay. Express shipping (DHL) is available for an additional fee if you'd like faster delivery.
Will I have to pay customs or import duties?
Possibly. Because orders ship internationally from China, your country's customs authority may charge import duties or taxes on arrival. These charges are set by your local government, not by us, and are the responsibility of the customer. We're not able to predict or cover these costs, and they're non-refundable even if an order is returned.
Can I track my order?
Yes. You'll receive a tracking number by email once your order ships. Please allow 4–6 business days after dispatch for tracking information to update. An initial delay in tracking updates doesn't necessarily mean there's a problem with your shipment.
What if my package shows as delivered but I never received it?
Please check with neighbors, building management, or anyone else who may have accepted it on your behalf first. If you still can't locate it, contact us at cs@newjerseyuk.com with your order number. We'll share available tracking and delivery confirmation details to help you investigate with the carrier, though we're not able to guarantee a replacement or refund for packages the carrier has confirmed as delivered to the address provided.
Returns & Refunds
What is your return policy?
You have 30 days from the date of delivery (not the date of purchase) to request a return. Items must be unworn, unused, undamaged, with original tags and packaging, and accompanied by proof of purchase.
How do I start a return?
Email us at cs@newjerseyuk.com with your order number and reason for return before sending anything back. Items returned without an approved request won't be accepted, and we won't be able to process a refund for them. Once approved, we'll send you instructions on where to send your item.
Who pays for return shipping?
Return shipping is the customer's responsibility. You're welcome to arrange your own return shipping with a carrier of your choice. For convenience, we also offer an optional facilitated return service for a flat $15 USD per item, which covers a prepaid return label. This fee is non-refundable and is deducted from your refund if you choose this option.
How long does a refund take once approved?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take a little longer to post it to your account.
Do you offer exchanges?
Not directly. The fastest way to get a different item is to return your original purchase for a refund and place a new order for the item you'd prefer.
What items can't be returned?
Sale/clearance items, gift cards, custom or personalized items, and any item showing signs of wear, use, or damage not present at delivery.
I'm in the EU — do I have additional return rights?
Yes. If your order was shipped into the European Union, you have a statutory right to cancel and return your order within 14 days of receipt, for any reason, in line with EU consumer protection law. This is in addition to our standard 30-day policy, and the item must still be unworn, unused, with tags and original packaging.
What if my item arrives damaged, defective, or wrong?
Contact us within 24 hours of delivery at cs@newjerseyuk.com with your order number and photos of the item and packaging, so we can resolve it quickly. Claims submitted after this window may not be eligible for a replacement or refund.
Payment & Security
Is my payment information secure?
Yes. All payments are processed through secure, encrypted checkout. We don't store your full card details on our servers.
What payment methods do you accept?
We accept major credit and debit cards, along with other checkout options shown at checkout, which may include digital wallets such as Apple Pay, Google Pay, and Shop Pay depending on your location.
Product Information
Are your product images accurate?
Yes. Our product images are supplied by our manufacturing partners and reflect the genuine product a customer will receive, including material, color, and design details. While we don't personally photograph every item, we only use imagery that accurately represents what you'll get.
Do your watches come with a warranty?
Please contact us at cs@newjerseyuk.com for specific warranty information on individual products, as coverage can vary by item.
How do I know what size or fit to choose?
Product pages list the color and strap options available for each watch. If you have a specific sizing question before ordering, reach out to us and we're happy to help before you buy.
Contact Us
How can I reach customer support?
- Email: cs@newjerseyuk.com
- Phone: +44 7478 057108
- WhatsApp: +44 7478 057108
- Facebook: linked in our site footer
Please include your order number, full name, and a brief description of your question for faster support. We aim to respond to all enquiries within 1 business day.
What are your business hours? 8:00 AM to 10:00 PM (Monday–Friday).