Frequently Asked Questions
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Where is Alpharo based?
Alpharo is based in Cambridge, UK. All watches are designed and assembled in the United Kingdom.
Delivery & Shipping
What countries do you ship to?
We ship worldwide – including the UK, Europe, North America, Asia, Australia, and more.
If your country isn’t listed at checkout, contact us at hello@alpharo.co.uk and we’ll do our best to arrange delivery.
Where do you ship from?
All orders are shipped from the UK.
Do prices include the VAT and tariffs/duties/custom fees?
For customers inside the UK, all taxes are included and shipping is free for all orders over £500.
For customers outside the UK, the price does not include VAT or customs fees. Customers outside the UK will be responsible for any applicable VAT, customs duties, or import fees, which will be billed by your local customs authority or our delivery partner. Rates vary depending on your country’s regulations.
Who do you ship with?
We use Royal Mail (Special Delivery Guaranteed) for UK orders and DHL (Worldwide Express) for international deliveries. This is to ensure the fastest and safest service possible. However, in order to reduce your shipping costs, for accessories only, we may choose to ship via Royal Mail International services.
Please ensure someone is available to receive your parcel during business hours, as couriers may not call on arrival. Deliveries are unavailable on Sundays or public holidays.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. You can track your parcel directly via the Royal Mail or DHL websites or apps.
What should I do if I have a problem with my delivery?
If your delivery is delayed or incorrect, please contact us at hello@alpharo.co.uk or through our contact page. We’ll coordinate with our courier partners to resolve the issue as quickly as possible.
What are your delivery times?
Pre-orders: Estimated lead times are shown on each pre-order product page. This estimate may also be subject to delays due to manufacturing and shipping schedules. However, we will always work to the best of our ability to ensure your product is delivered as soon as possible. We appreciate your patience on this as we are only a very small operation and we want to ensure the best product quality we can in all cases.
In-stock items: Orders ship via the fastest available service. Once dispatched, your package should arrive quickly – you’ll be able to follow its progress with your tracking link.
Returns & Exchanges
How do I cancel a preorder?
You can cancel a pre-order within 14 days of purchase. After that, cancellations can only be processed once the product has been dispatched, and a 5% processing fee will apply.
Please contact us directly from our contact page or via hello@alpharo.co.uk
How do I make a return or exchange?
Returns or exchanges are accepted within 14 days of delivery.
Items must be unworn, in their original packaging, and include all protective films, tags, and accessories.
To start a return, contact us at hello@alpharo.co.uk – we’ll provide a return form and guide you through the process.
Please note that we can’t accept used or damaged items, and we reserve the right to refuse a return if the product shows signs of wear.
Do I have to pay for returns?
Returns and cancellations after the 48-hour grace period are subject to a 5% processing fee to cover payment costs.
Shipping fees, duties, and taxes are non-refundable. If any duties are unpaid on return shipments, we’ll deduct that value from your refund.
How long does it take to receive the refund?
Once we receive and inspect your return, we’ll email you to confirm approval and issue your refund – usually within 7 days.
Warranty & Repairs
Do you offer a warranty?
Yes! All Alpharo watches come with a 2-year warranty covering any mechanical issues caused by manufacturing defects under normal use.
The warranty does not cover:
- Theft or loss
- Damage from misuse, accidents, or neglect
- Normal wear and tear (e.g., scratches, aging)
- Routine maintenance such as accuracy adjustments or de-magnetisation
You’ll need to cover the cost of shipping the product to us, but if your repair is covered under warranty, we’ll send it back free of charge.
We proudly partner with Horologium and their global network of trusted watchmakers, to ensure quick and expert service – even after your warranty ends.
How do I repair or service my Alpharo watch?
If your watch needs servicing, has been damaged, or isn’t performing correctly, we’re here to help.
Contact hello@alpharo.co.uk with details about your watch, and we’ll provide next steps, cost estimates, and safe return instructions.
We proudly partner with Horologium and their global network of trusted watchmakers, to ensure professional care and peace of mind.
Still have questions?
Please don't hesitate to contact us through the link below or email hello@alpharo.co.uk – we'll be happy to help.