FAQ

Frequently Asked Questions

Yes.
If a watch states that is unworn it means that the watch has been recently purchased new, then sold to ourselves without being worn. The watch will have all the protective stickers and seals still on the watch. The watch will also have the manufacturers guarantee.
If a watch is for sale and it states it has box and a VPB Authenticity Certificate then it simply means that VPB provide a guarantee that the watch has been checked for authenticity and is a genuine timepiece in its movement, case and bracelet (unless stated otherwise). This is also provided when the watch has been sold to us without original watch papers as they have been misplaced.
Yes! When you purchase a watch from us you can give us details as to the size of your wrist and we will adjust the bracelet accordingly.
We are unable to purchase or sell watches outside of Europe.
Yes. All prices on pre-owned watches are sold (within the EU) on the VAT margin scheme. As we deal in pre-owned watches the VAT has already been paid when the watch was purchased. Our VAT Number is 295817650.
Yes. We have a shop in Epsom (home of the Derby) No. 3 Epsom High Street – we welcome and encourage clients in to view watches prior to purchase. If you would like to view one please call our sales team who will be happy to arrange an appointment.
Return the watch(es) to us within 14 days for a no questions asked full refund or exchange, they must be returned in the same state as delivered.
Having been trading for many years we are known to dealers all over the world as expert watch buyers. Almost every week our buyers visit a wide range of EU countries with large local advertising campaigns to buy watches from the public.
It’s simple and free, simply click on Sell Watches at the top of the page. Then fill form below to request your free Watch Pack. We will contact you when we have received your watch with an offer. All watches sent using our VPB Watch Pack service are sent using Royal Mail Special Delivery and can be tracked at all times. Alternatively, call us on 01372 738054 and we will send you the pre-paid VPB Royal Mail Special Delivery watch pack (insured up to £15,000).
We accept VISA, Mastercard, American Express and Maestro credit/debit cards, Worldpay and Paypal payments.
All watches come with original paperwork or Authenticity Certificate Papers from us to confirm they are genuine. If you are unhappy for any reason you can return any pre-owned watch, unworn, within 14 days for a full refund as part of our 14 day, no quibble money back guarantee.
If you are at any time dissatisfied with our service and wish to make a complaint, please put your complaint in writing via post or by e-mail. The details are listed below. We hope to resolve any issues at the earliest opportunity.

Vintage Pawnbrokers
3 Epsom High Street
Epsom
Surrey
KT19 8DA

info@jfdaughters.co.uk
01372738054

If your complaint cannot be resolved within 72 hours following its receipt, we will promptly send you a written acknowledgement of your complaint.

If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.

Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation. We will take into account any documents and/or information you may provide in relation to your complaint.

If your complaint cannot be resolved within 72 hours following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint. We will undertake a thorough and timely investigation of your complaint. However, in the event that we are unable to conclude our enquiries within 56 days, we will write to you and let you know when we expect to be in a position to issue our Final Response letter. We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS).

The FOS can be contacted as follows:

Financial Ombudsman Service Exchange Tower
London
E14 9SR

Telephone: 0845 080 1800

E-mail: enquiries@financial-ombudsman.org.uk

Resolving your Complaint

When we have finalised our investigation into your complaint, we will issue our Final Response letter.

Our Final Response letter will:

Be fair, clear and not misleading;

Confirm details of our investigation and decision; and

if relevant, include any offer of remedial action or the appropriate level of redress (or both).

And any next steps

If you’re unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes. If you decide to refer your complaint after we’ve issued our Final Response, you should do so within 6 months of the date on our Final Response letter.

Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints where:

we haven’t had the chance to put things right

we haven’t exceeded the 56-day timescale and haven’t yet issued our Final Response letter

If your complaint can be resolved within 72 hours, 3 working days, we will send you a Summary Resolution Communication Letter to advise you how we have resolved the complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint.

Give us a call: 01372738054