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Frequently asked questions about

My order
  • I can't add the watch I want to my basket, why not?

    If you can't add the watch to your basket it's currently out of stock. There will be an Out Of Stock notice on the product detail page.  Please enter your email address in the form to get notified when it's back in stock.

  • I have placed an order and would like to know when it will be delivered.

    Orders are dispatched from our Sydney warehouse within 1-2 business days to Australian destinations.  New Zealand orders are shipped on a weekly basis.  If you want further clarification, please email us at info@twsteel.com.au with your name, full address, and the order number, and we’ll get back to within 1 business day.

  • I would like to know if a watch is available for purchase

    If a watch is out of stock on the website, please contact us at info@twsteel.com.au with your name and contact details and we will get back to you.

  • What is the shipping time?

    Your order will generally be shipped within 1-2 business days from our warehouse in Sydney.  The only exception to this is watches that are ordered as a Pre-Order sale.  The dates for these will be clearly displayed at the time of purchase.

  • Do I have to pay for shipping on my watch?

    No, TW Steel offers FREE delivery for all orders in Australia & New Zealand over $99, including all watch orders.

Shipping
  • What is the average delivery time?

    All our orders are shipped using EXPRESS services in Australia and orders to New Zealand are shipped weekly.  Once your order has been dispatched from our warehouse you will receive full tracking information.  Estimated delivery times will vary depending on your location.  For more information please see our Delivery Page.

    • Which countries do you ship to?

      TW Steel only ships within Australia & New Zealand, but if you change the location on the website, TW Steel ships globally. 

Payment
  • Which payment methods do you accept?

    Visa, American Express, Mastercard, PayPal, Apple Pay, & Google Pay.

Returns
  • I wish to return my order

    We accept returns up to 30 days after your order has been placed with us, for more information on our returns process, please check our returns & exchanges page.

Our watches
  • Where can I buy a TW Steel watch?

    Please go to the official TW Steel website or find your nearest TW Steel authorised retailer with the Store Locator from this website.

  • How do I use the chronograph?

    Please go to the Manual section at the bottom of this page and download the manual of your TW Steel model.

  • How do I adjust the time or set the date?

    Please go to the Manual section at the bottom of this page and download the manual of your TW Steel model.

  • How long does a watch battery last?

    Please go to the Manual section at the bottom of this page and download the manual of your TW Steel model.

  • To what depth are TW Steel watches water resistant?

    TW Steel watches are water resistant up to 30, 50 or 100 meters (3, 5 or 10 ATM), depending on the type of watch. Please keep in mind that a watch's water resistance cannot be permanently guaranteed. It may notably be affected by the ageing of gaskets or by an accidental shock to the crown.

    Water resistant is a common mark stamped on the back of wrist watches to indicate how well a watch is sealed against the ingress of water. An indication of the test pressure in terms of water depth does not mean a water resistant watch was designed for repeated long-term use in such water depths. For example, a watch marked 30 meters water resistant cannot be expected to withstand activity for longer time periods in a swimming pool, let alone continue to function at 30 meters under water. This is because the test is conducted only once using static pressure on a sample of newly-manufactured watches.

    3 ATM
    Watches water resistant for 30m are suitable for everyday use. Splash/rain resistant. NOT suitable for swimming, snorkelling, water related work and fishing and are NOT suitable for diving.

    5 ATM
    Watches water resistant for 50m are suitable for swimming, white water rafting, non-snorkelling water related work and fishing and are NOT suitable for diving.

    10 ATM
    Watches water resistant for 100m are suitable for recreational surfing, swimming, snorkelling, sailing and water sports and are NOT suitable for diving.

  • How can I get information about TW Steel?

    Media enquiries only please contact PR & Communications: info@twsteel.com.au

    For general consumer enquiries please contact: info@twsteel.com.au

Warranty
  • Warranty Rules

    TW Steel offers a 2 year worldwide manufacturer’s warranty on the majority of our watches from the date of purchase. Wear and tear damage and/or damage to the crystal is not covered.  Any watches with longer warranties are clearly displayed on the individual product details pages for the specific watch.

  • What should I look for on the guarantee card?

    Please look to see that the stamp on the guarantee card matches the receipt you have received for your TW Steel purchase.

  • Why should I buy a TW Steel from an authorised retailer?

    The guarantee of a TW Steel watch is ONLY VALID if the watch is purchased from an authorised retailer.

  • Are online warranties different to the TW Steel warranty?

    Customers should always check to see if the warranty offered for an online sale matches that of TW Steel.

    If it’s not equal to the TW Steel warranty – you must consider the online retailer to be an unauthorised retailer and therefore the TW Steel warranty is immediately voided.

  • How long does my warranty last?

    TW Steel offers a 2 year worldwide manufacturer’s warranty on the majority of our watches from the date of purchase. Wear and tear damage and/or damage to the crystal is not covered.  Any watches with longer warranties are clearly displayed on the individual product details pages for the specific watch.

  • Who can I contact for repairs or service?

    If you have any issues with your watch, please contact us on info@twsteel.com.au and we can direct you further. 

Manuals

Ask us a question, because we got plenty of time.

TW Steel Australia

Level 1, 328 High Street

Chatswood NSW 2067

Australia

info@twsteel.com.au

(02) 9417 4116