FaQs. General Information
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HOW DO I KNOW MY ORDER HAS BEEN SUCCESSFUL?
If you have not received an order confirmation, please check your junk mail, or alternatively, contact us and we can confirm whether we have received your order.
HAS MY ORDER BEEN SHIPPED?
HOW DO I TRACK MY ORDER?
If on the occasion you have not received a tracking reference, please contact us and we will be able to advise you on your tracking number.
HOW DOES YOUR DELIVERY SERVICE WORK?
All orders will be shipped within 24 working hours (Monday-Friday) from the UK and tracked by our delivery partners.
You will receive a tracking number once your order leaves our distribution centre.
We need a signature on receipt of your parcel.
If you are not available, a card will be left with re-arrangement details.
Any orders placed will be dispatched on the 2nd January due to the Christmas holidays.
VAT, CUSTOMS TAX AND DUTY
For deliveries to the EU and ROW (including Channel Island), we operate on a DDU (Delivery Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customers and have to be paid on delivery of your order.
WHICH COUNTRIES DO YOU SHIP TO?
Estimated Delivery Time (ETA)
Order Value for Free Delivery
5-7 Days *
Rest of the World
WHAT PAYMENT METHODS DO YOU ACCEPT?
MasterCard, MasterCard Debit, Visa, Visa Debit and PayPal.
Please note we currently do not accept American Express (AMEX), Maestro International, or Maestro UK.
HOW IS MY PAYMENT PROCESSED?
In effect, the card details provided at the checkout stage is transmitted to our secure online payment gateway provider, SagePay. The card details are then validated by your card issuer and either approved or declined. If the card issuer approves the card details, the funds are automatically transferred to us.
However, even if the card details are approved and the funds are transferred to us, our security team run further checks to confirm that all the card details have been successfully validated.
On the occasion where all the card details have not been successfully validated, we will directly contact you and ask for more information, see “Why has my order been flagged as high risk?”
If you cannot provide us with this information, we will refund the full amount back to the original payment card.
I AM HAVING DIFFICULTY PLACING AN ORDER
Your order may fail due to:
If the above measures have not been met, our systems will not allow an order to be placed. If this is the case, we would recommend using a different card, or using PayPal as an alternative method of payment.
If on the occasion, you have tried using an alternative card, and/or PayPal, and the order still does not go through, please use the contact us form, and a team member from Customer Care will be happy to help.
WHY HAS MY ORDER BEEN FLAGGED AS HIGH RISK?
Your order may fail, or be flagged as high risk due to:
You billing and shipping address varying 3D Secure/ SecureCode/SafeKey has been attempted, but bypassed Our systems flag any order as potentially being high risk if there is a variation between your shipping address and your billing address.
Our systems will also automatically fail (and flag as high risk) if the 3D Secure is not validated by your bank. This means your bank has not checked whether the information you have provided during the order process (such as your name, address & postcode) is consistent with the information associated with your card.
If you plan on having your item delivered to a different address than the address registered to your card, we would recommend using PayPal as an alternative use of payment
In the occasion your order has been flagged as a high risk, a team member from Customer Care will directly contact you via e-mail and ask you to provide a bank Authorization Code/ Transaction ID, which can be obtained by contacting your bank. Once the code has been confirmed, we will be able to proceed with your order. On the occasion you cannot provide us with your code, we will have to cancel your order and refund you the full amount to your original payment method.
I AM HAVING TECHNICAL DIFFICULTIES WHILST TRYING TO PLACE AN ORDER
If you are experiencing difficulties on our website we’d suggest you try the following:
You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us
On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.
Once you’ve cleared your cookies, close your browser, reopen it and visit our site again.
Plug-in extensions such as ad blockers can also have an adverse effect on your experience on our website.
Enabling ad-blockers can lead to certain pages on our website, such as the checkout page, resulting in a sub-optimal experience where some features may not work as intended.
If you do use ad-blockers we would advise you to disable them to ensure optimal experience.
DO I NEED TO CREATE AN ACCOUNT TO BE ABLE TO ORDER?
HOW DO I GET TO HEAR ABOUT UP AND COMING PROMOTIONS AND SALES?
You can also like us on Facebook and follow us on Instagram
HOW DO I CANCEL MY ORDER?
Please note that orders are processed within 24 hours (Monday – Friday, 9am - 5pm GMT), therefore if you would like to cancel your order, we must be notified by 8am GMT the following day.
However, we cannot guarantee your order will be cancelled within this time frame, after this, your order will need to be returned for your refund to be processed.
Cancellation after the order has been dispatched is not possible.
WHAT HAPPENS IF AN ITEM(S) FROM MY ORDER IS OUT OF STOCK?
mer Care team is available Monday-Friday, 9am-5pm if you have any questions or to help you find an alternative.
DO YOU OFFER A WARRANTY?
Please note the lifetime warranty does not cover any model launched prior to our Autumn/Winter 2016 range, all models launched prior to this range will be covered by our standard 2 year warranty.
DO YOU HAVE ANY STOCKISTS?
If you are interested in stocking the Ingersoll brand, please submit a query via our contact us form, with the subject title stating ‘Sales & Distribution’.
ARE INGERSOLL WATCHES WATERPROOF?
HOW DO I RETURN MY PRODUCT PURCHASED ONLINE AT INGERSOLL1892.COM?
Units 1 & 2 Phoenix Park
We ask that you send your product(s) back to us pre-paid and insured for the full purchase price; we will not be responsible for items that have been lost or damaged during transit.
Unfortunately we are unable to accept any returns for product purchased from a third party.
I DIDN’T RECEIVE A RETURNS FORM?
Alternatively, you can use the contact us form and let one of our team members know you are returning your item.
CAN I EXCHANGE MY INGERSOLL PRODUCT?
Once we have confirmed the eligibility for an exchange, you can choose from either a refund, or a voucher code of the same value.
WILL MY DELIVERY COST BE REFUNDED?
If you cancel your order before dispatch If you received a faulty item If we cancel your order due to stock availability, or because our product is faulty on dispatch. You will be responsible for the cost of returning the product(s) to us, unless the product shipment was in error on our part.
I RECEIVED A FAULTY ITEM
Units 1 & 2 Phoenix Park
Please note that you will only get a full refund once your faulty item has been inspected by our service team, and is indeed confirmed to be faulty, on the occasion where our service team have found the watch to be in perfect working condition, the watch will be sent back to you.
WHERE CAN I GET MY WATCH REPAIRED OR SERVICED?
Please note the Ingersoll warranty only covers faulty workmanship with normal use of the watch. The warranty does not cover strap, battery and buckle replacement.
Please refer to our warranty page for more information.