At Tic Toc Man, customer service is our top priority. We understand that your luxury watch is more than just a timepiece—it’s an investment, a statement, and often a treasured possession. That’s why we’re committed to providing expert guidance and support at every stage, ensuring your watch receives the care and attention it deserves.
Below, you’ll find answers to some of the most common questions our customers ask. However, if you need more information or have a specific query, please don’t hesitate to get in touch. Our team is always happy to assist you with expert advice and personalised service.
Frequently asked questions
General Questions
How do I get to Tic Toc Man?
Closest Stations:
Farringdon Station – 5 min walk
Chancery Lane Station – 7 min walk
Holborn Station – 12 min walk
Closest Car Parks:
NCP London Saffron Hill – 5 min walk
Hatton Garden Parking – 2 min walk
Why choose Tic Toc Man Watchmakers?
Genuine parts guaranteed
Brand-trained watchmakers
Transparent assessments & quotations
Friendly, customer-focused service
Is my watch fully insured whilst on the premises?
Yes - all watches are fully insured while in our care
Do I need to make an appointment?
No, we are open Monday to Friday, 08:30–17:00. Times vary during bank holidays and festive periods.
Do you offer watch polishing as a single service?
Yes, standalone polishing services are available.
What are Tic Toc Man's reviews like?
4.6 stars or above across TrustPilot, Google Reviews, and Yell.
Do you supply parts?
We supply strap and bracelet parts. Case parts may require fitting by our technicians.
Repair Questions
How do I know if my watch is sealed?
Every 1–2 years any water-resistant timepiece should be tested up to the recommended pressure to verify if it is sealed.
If my watch is sealed, should I still have the seals replaced periodically?
Yes, seals are made from rubber and can deteriorate or harden over time. Replacing them ensures continued water resistance.
If I don’t use the watch in water, should I still re-seal it?
Yes, water resistance also protects against dust and moisture. Changing seals even for non-water use helps prevent costly repairs.
What is the general repair procedure?
After we email your quotation, completion times vary depending on the type of repair:
- Battery replacement: while you wait
- Strap replacement: while you wait
- Pressure test: while you wait
- Bracelet repairs: same or next day
- Glass replacement: 1–2 days
- Dial swaps: next day
- Replacement seals: 2–3 days
- Bespoke straps: 1–2 weeks
- Full service: ~3–4 weeks
- Case refurbishments only: within a week
What if I wish to proceed with the repair?
Confirmation is required via email or WhatsApp. For repairs over £100, a 30% upfront deposit is required before work begins.
How can I speed up the process?
Once you receive your quotation, confirm promptly to reduce turnaround times. Notify us if you have urgent deadlines.
Why is my repair taking so long?
Delays can occur due to stock availability for parts, certain repairs can only be completed once replacement parts arrive.
Servicing Questions
How often should I service my watch?
We recommend a full service every 4–5 years by a watchmaker.
What does a watch service entail?
Complete Movement Disassembly – Every component is inspected and cleaned.
Ultrasonic Cleaning of All Parts – Specialist equipment removes old oils, dirt, and debris.
Replacement of Worn or Damaged Components – Worn or broken parts are replaced with brand-correct components.
Reassembly & Lubrication – Movement is rebuilt and lubricated using manufacturer-approved oils.
Timing & Regulation – Adjusted for optimal accuracy and tested in multiple positions.
Case & Bracelet Refurbishment – Exterior cleaned, polished, and refinished, unless requested otherwise.
Water-Resistance Testing – Gaskets replaced and pressure-tested to manufacturer’s specification.
Final Quality Control – Multi-day testing ensures accuracy, power reserve, and overall performance.
Am I charged if I decide not to proceed with a repair?
A gesture fee applies if you do not proceed:
- £10 for mechanical and quartz watches
- £20 for chronographs
- £45 for rusted watches
Fees may vary depending on assessment time but are communicated beforehand.
I'd like to speak to somebody, how do I contact a senior member?
Contact us at info@tictocman.com and we will resolve any issues promptly. Our team of experts are always on hand, but our senior team is there to assist you where required.
Postage Questions
I can't visit the workshop, can I post my watch?
Yes, we provide a free, pre-paid shipping kit for sending your watch to our Hatton Garden workshop.
How do you shipping kits work?
Request the kit online and provide details of the service required. The kit includes packing materials and a pre-paid, insured shipping label. Then drop it off at your local post office.
Is the shipping kit insured?
Yes, inbound parcels via our kit are insured up to £15,000. Retain the tracking reference and photos of the watch and parcel for your records.
What can I expect once the shipping kit has been sent?
It typically arrives by 1pm the next working day. Track via Royal Mail. Our team will notify you upon arrival with a job reference.
Does Tic Toc Man charge return postage?
Yes, £24 for watches under £2,500 and £48 for watches over £2,500. Covers postage, handling, packaging, and full insurance.
Why use the shipping kit?
No need to travel to Hatton Garden
Fully insured both ways
Secure packaging
Faster turnaround if you are outside London
Can I send more than one watch?
Yes of course, simply order multiple shipping kits. If you're unsure, don't be afraid to reach out to a member of our team on info@tictocman.com and we can advise based on your personal requirements.
Can I increase the insured amount for more watches or higher value watches?
Yes, we handle bespoke insurance enquiries. Please contact us directly, and we will adapt the insurance to suit your requirements.
Watch Strap Questions
What is your returns policy?
Our returns policy can be found here.
Can I fit my watch strap myself?
Most watch straps can be changed using a spring bar tool. Some modern watches use quick release pins which allow strap changes without tools. If you are unsure, we are happy to help.
Do you offer bespoke watch straps?
Yes, simply email the team or use our chat feature to tell the team what you're looking for, particularly sizing.
I don't know my watch strap size, can you help?
Yes, our team are on hand to help. Simply contact us directly for assistance. If you know your watch model, please have this to hand. Our team can also direct you on how to measure the watch fitting and measure your wrist size.
PRE-PAID SHIPPING KITS
Can’t reach us during opening hours? Our secure, easy-to-use Watch Repair Shipping Kits make servicing your timepiece simple from anywhere in the UK. Designed for a fully hassle-free, trackable, and insured process, our kits allow you to send your watch directly to our accredited Hatton Garden workshop - no appointment needed.
Get expert repairs and servicing without travelling to London, all with the same trusted quality that Tic Toc Man is known for.
"Items professionally serviced and cleaned and regulated transforming the items."
Trevor Crowther via TrustPilot
