FAQ

You can find the answer for most of your questions here on the frequently asked questions page.

Pull the crown out or unscrew and pull out to the first click and move the date to yesterdays date. Now pull the crown gently out to the 2nd click and continue rotate the hands clockwise until calendar advances to today’s date. That’s 12 O’clock midnight last night.  Now advance the time to the correct reading moving through and past 12 o’clock if the current time is past midday. Push and/or screw the crown back in once the time is set correctly.

That’s the low battery indicator built into the movement letting you know to change the battery.  Send it to us with a note including your contact details or make sure whoever changes the battery can re-seal and pressure test your watch.

It’s 5 years on the watch and covers you against manufacturing defects and 12 months on the strap subject to fair wear and tear.

For 3 and 4 hand watches it should give you 2-3 years use. For chronograph movements battery life will be up to several years dependant on use of the stop watch. The stopwatch is run by a separate motor so continual use will flatten the battery very quickly. Check that the large seconds hand is stationary to make sure the stopwatch isn’t running continuously.

Brushed steel cases can be re-polished depending on the depth of the scratch. Matt and PVD cases can’t be re-finished but we can re-case your watch. We don’t polish scratches out of glass, instead we replace the glass for a very reasonable fee.

We can and do engrave many case backs. There’s generally a space on the brushed ring within the case back for engraving between 20-25 characters. It takes around 10 days once we have the watch and engraving details.

We can’t customise a one-off dial but we do produce many special versions of our watches for military groups, organisations, emergency services, businesses, charities, government agencies. A custom project typically starts at a quantity north of 50-100 units depending on the model.

Yes we do, they are a constant test of our design skills to build almost hidden details that tell a story within the dial, hands and case back. It’s these ‘if you know, you know’ details that make a special edition watch much more desirable than simply slapping a logo on the dial and calling it a special edition.

Yes we can using existing components within a watch collection. For example we could build a custom Canford using other Canford components and do this all the time at our workshop in Poole.  There’s a small premium to pay on top of the usual watch cost typically £50-£100 to account for components and build time.

Firstly you need to be very nice, then you need to have an incredible project/history/story/charity/mission/personality/eye for photography/expert writer and generally be an all-round good egg.  We are lucky to have met some amazing people and friends and we’re proud to call our ambassadors; all different, all with a purpose and an amazing story. It works because they need a properly built watch that will take punishment without the typical over-promise under-deliver marketing hype so often associated with so called adventure watches.  If you think, hey that’s me, do get in touch and let's have a conversation.

All our watches are pressure tested so we know they’re water tight and the chances of your watch leaking are very small indeed. There is always a little moisture trapped within the air inside a watch which can naturally condense if the watch goes through a thermal shock – eg in hot sun then into cold water.  Any condensation should naturally dissipate over the course of a few days depending on the environment the watch is in – eg warm / cold.

Every watch we make has been tested in water at 200m to ensure it is fit for purpose. Your watch is sealed against dust and moisture, so it's wise to have it pressure-tested every few years to ensure the seals are OK

If you need a spare strap bar, additional bracelet links, tools etc just get in touch with details of your watch model and tell us what you need. 

For easier, safer strap changes, the upgrade kit contains precision drivers with a neat socket fitting that locks securely into the ends of the new bars.

Strap fair wear and tear. We all use our watches and straps differently. It is perfectly possible to wear down or tear the little strap keepers if for example they are subjected to daily abrasion or are over stretched. They simply can’t be as bullet proof as your steel watch but they are made to last if looked after. We do have other strap options if you feel your’s has worn prematurely.

Apply some pressure to the strap bar to press it into

If your strap has a flush fitting with the watch, the strap bars need to be carefully guided through the strap and into the other side of the watch.  The strap needs to be tight up against the watch and hence the bar is what’s called an interference fit through it. Please don’t ever struggle with strap fitting, call us for advice or send the watch to us and we’ll take care of it for you for nothing more than the cost of the return postage.

To undo the strap, push the pointed tip out from under the keepers, tug the tip away from the watch firmly and the metal buckle will release to open the clasp.  Locate the rounded edge of the buckle on the underside near the pointed end of the strap, lift it with a thumb nail and it’ll click open. Locate the little post into your desired strap hole and click the buckle closed. To fasten, position both keepers up near the buckle, pass the pointed tip of the strap under the retainers then press the metal buckle against your wrist and listen for a click to make sure it is securely closed.  Now it’ll click closed to the right size every day.

Remove links evenly from each side and be careful not to let the screwdriver slip. Where the bracelet attaches to the buckle on both sides locating in one of two sets of holes via a spring bar retained within the end link. This can be located in the alternate location holes to give half a link of adjustment on both sides of the buckle.

The buckles on our solid three link bracelets extend for use over a 3mm and 5mm wetsuit (or just for extra room on a warmer day) by depressing both tapered buttons simultaneously and pulling the bracelet at the same time. Once released the buckle will stay in one of the two extended positions.

If the large stopwatch seconds hand on your Bloxworth doesn’t reset to 12h, pull the crown all the way out, depress both buttons until the seconds hand sweeps round then let go. Press the top button to move the hand until it’s zero’d then press the main crown back in.

They only move one way so that when timing a dive underwater, if the bezel gets a knock, the remaining dive time can only reduce, causing the diver to return the surface before the oxygen supply runs out.

Our Swiss quartz movements are accurate to -10/+20 seconds per month.  Automatic movements are accurate to -10/+30 seconds per day. In our experience these are but most perform better than that.  If your watch doesn’t sit within these tolerances please send it in for us to take a look. If your automatic is running fast, it may have become magnetised from your tablet screen cover or another magnetic source like a speaker.  Our servicing team can de-magnetise movements.

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.


How does Pay later in 30 days work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk


Am I eligible for Pay later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.


How can I increase my chances of being accepted for Pay later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.


Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Elliot Brown run credit searches against you that could impact your credit rating.


Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to
complete your order by paying by credit or debit card at the checkout.


What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card.


What happens if I cancel or return my order?
As soon as Elliot Brown have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.


What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have
failed to pay on time.


I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.


What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Elliot Brown. All transactions take place via connections secured with the latest industry standard security protocols.


Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.


Have you received my payment?
If you pay by card, Elliot Brown will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to www.klarna.com


What happens to my statement, when I've returned the goods?
Once Elliot Brown has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

I've received a statement, but I've not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Elliot Brown to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.


I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.


I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.


I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.


I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.r to question

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Elliot Brown and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
 
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
 
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
 
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Elliot Brown run credit searches against you that could impact your credit rating.
 
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
 
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
 
What happens if I cancel or return my order?
As soon as Elliot Brown have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
 
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Elliot Brown from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.
 
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.
 
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Elliot Brown. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?
No, this is not currently possible for Pay later in 3 interest-free instalments.
 
Have you received my payment?
Klarna will notify you via email and push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in
at www.klarna.com/uk .
 
What happens to my statement, when I've returned the goods?
Once Elliot Brown has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.
 
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call Elliot Brown to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
 
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
 
I haven’t received an email with my statement/payment information.
You can log in at www.klarna.com/uk , where you will find all of your orders and payment schedule information.
 
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

If you’re worried about the life of any part of your watch or strap, have questions about strap changes, battery life, servicing, strap adjustments, repairs, warranty, stockists, please get in touch. It’s what we’re here for.