Pre-Order Guarantee Statement

Thank you for considering a pre-order with H. L. Brown. We are committed to providing a seamless and satisfying pre-order experience for our valued customers. Below are the details of our pre-order guarantee:

1. Pre-Order Specifics:
Pre-orders are available on selected branded watches (excluding Rolex and pre-owned watches) and selected jewellery and gifts.

Pre-orders are available between 1 and 2 months before general release, depending on the manufacturer.

2. Guarantee Scope:
The price paid at the point of pre-order is guaranteed. We will not enter in to discussions of price matching on pre-order products. We deliver the products on our tracked, next day service once the item has been delivered to H. L. Brown.

Limited edition items, detailed on the product listing page, are subject to stock caps set by the manufacturer. A pre-order purchase does not guarantee stock. If stock caps are reached, you will be notified by call and email, and refunds will be issued the same day. Refunds may take between 3 and 5 working days to appear in your account depending on your bank.

3. Customer Assurance:
You will receive an order confirmation once the pre-order has been placed. Once the item has been despatched from H. L. Brown you will receive an email with a tracking link. Each pre-order is sent using Royal Mail Next Day Delivery.

If stock caps are reached once the order has been placed, you will receive a call and email confirming the stock cap and any available alternative options to you. The default resolution is a full refund on the pre-order.

4. Refund and Cancellation Policy:
Cancellations will be accepted before the despatch notification has been sent. Refunds will be processed on the same day as notification of stock cap is provided. There are no fees for cancellations made before the despatch notification. Fees may apply for cancellations after the despatch notification has been issued.

For pre-order products despatched and delivered, the standard refund policy will apply.

5. Communication and Support:
For any questions or concerns or cancellations of your pre-order, please call or email our teams. To ensure quick responses, please use the contact details provided at the bottom of your order confirmation email.

Tracking information is sent to you automatically once the system has been updated with your order status.

6. Additional Benefits:
Discounts may be available on selected pre-order products. Any discount available will be detailed on the individual product listing page. Please note, unless specified otherwise, general discounts (such as any newsletter sign up offer) are not applicable on pre-order products. Please note that discounts are not guaranteed for all pre-order products.

We value your trust and aim to make your pre-order experience as smooth as possible.