Shipping & Delivery

You've just paid through the checkout - so what happens next?

After you place your order with us through the checkout we will send you an order confirmation via the email address you provided. This will indicate that we have received your order in our system and pre-authorised payment for the purchase. In general we deliver your orders to our dispatch partners within 24 hours (but usually less than that) after they are placed. From there your orders will either be processed in our warehouse OR, if your clock needs to be built-to-order, the order will be sent to our clockmakers. The clockmakers will then begin production on your clock. 

How long will my order take if it is 'built-to-order'?

We give estimates for delivery time on each clocks product page and also in the order confirmation email. This estimate includes adequate time for production of your clock (which can be subject to parts and labour). Please note that different manufacturers have different lead times. Once your clock has been built and tested, then it will be dispatched from their workshop and we will send you the tracking information so that you can track your order to your delivery address. 

How do you track your order?

To track your order, just use the tracking information we send you once the order has been dispatched. We will inform you when your clock has been dispatched and also give you the tracking information via email. We obtain this email address when you go through the checkout process online (or over the phone). We will send you tracking information of your order once it leaves either our warehouse or the manufacturer. If you do not receive tracking information from us by the estimated delivery time then please contact us so we resolve the issue. 

The tracking information will show:

  • The courier company processing the delivery.
  • Your package's tracking number (this can include letters and numbers and is used to identify your package with the courier). 
  • A package's location history. This where it has been and where it currently is - including postal hubs and general locations in a region. It will also show when/where it is 'Out for Delivery' to your address.
  • A packages location at a given time. This will appear next to the location and shows when it arrived and/or was dispatched from a location. 

Delivery of your order to your shipping address

Once you receive the tracking information please make sure to check it's progress periodically so that you can be home (or organise a re-delivery) when the package arrives. For most couriers, the progress of your delivery is clearly shown on the tracking page. NOTE: You can ask us for help with your delivery at any time but please be aware that, once you receive your tracking information from us via email, it is your responsibility to receive the package when it is delivered. We cannot be held responsible for what happens to a package if a customer(s) has failed to adequately organise the procurement of the delivered package. 

PLEASE make sure of the following:

  • You or someone you trust can receive the package if you are not home. 
  • If you live in an apartment block, community or shared house, please inform others that you are receiving a package. 
  • If you realise you won't be home make sure to contact us or the courier company to reschedule a delivery. We will try everything in our power to help you reschedule the delivery or inform you when it is next expected to be redelivered. 
  • If you have just ordered or realise soon after that you won't be home during the estimated delivery time then please contact us so we can halt the delivery at either our warehouse or with the manufacturer. But please be aware that once an order has left for delivery it is much harder to halt the delivery for long-term periods. 

In most cases, if no one is home, your package will simply be kept at the local couriers depot and can be redelivered. If you know in advance that you will not be home then please contact us as soon as you are aware of the fact so we can do everything in our power to either reschedule the delivery or to stop the package from being sent from our manufacturer or warehouse.

Delivery time:

Once your clock has been dispatched from either our warehouse or the manufacturer it can take time to be delivered to your shipping address. The estimated delivery times are as below:

  • Countries within UK and Europe: typically 5 to 9 business days (however this may vary per manufacturer).
  • Countries outside Europe: 5 to 15 business days (however this may vary per manufacturer).

When you receive your clock we recommend that you retain all packaging and instruction literature. In the unlikely event that you should have to return the clock this will minimise the likelihood of any damage being caused in transit and of safe return of the clock - this is vital to you gaining the full amount of your return.   

Do you have any special instructions/timing/requests for delivery?

If you have any "special instructions" please make these known to us at the time of the order and we will do our best to adhere to them. If there is likely to be a delay in the normal delivery time we will contact you and advise you - this can sometimes be the case with some of the larger clocks or if a clock needs to be built-to-order by the manufacturer. If the delivery date is of importance then contact us in the first instance and we can ascertain the "stock position" of the clock and advise you accordingly.

Do you want your cuckoo clock delivered outside the UK?

If you are interested in buying one of our clocks but want it delivered outside the UK then we can help! Please contact our customer service team for a shipping and handling quote - we are happy to help you with any extra details you need or special requests. We will also help you with the duties and taxes (as they are the responsibility of the recipient and will be billed by the carrier upon delivery). For a shipping and handling quote and any questions you may have please contact us.

Do you need help with installation of the cuckoo clock?

Some of our clocks are quite large and may need special supervision when installing or hanging. If you require assistance or 'white glove' service, please don't hesitate to contact our helpful customer service team - they will assist you in finding professionals in your local area who can help you install the cuckoo clock for you or for a friend. Please contact us for more details.  

Backorder or Unavailable

If your item is on backorder or unavailable, we will reach out to you via email or phone and void the pre-authorisation or refund you the full amount of the purchase as well as offer you a coupon code for a discount on your next purchase. Our friendly customer service team will can also offer you other product options or inform you of when the clock will be available.

Guarantees & Warranties 

We have a two year warranty cover for all our clocks (unless otherwise stated by the manufacturer) that are deemed to be defective in parts or function. This excludes improper care or owner damage to the cuckoo clock. In addition for all our clocks we have our 30 day return policy.

Please read more of our guarantee policy here.

 

THE BLACK FOREST GENUINE CUCKOO CLOCK CERTIFICATE (VdS Certficate of Authenticity)

Genuine mechanical Black Forest cuckoo clocks come with this seal of approval from the Black Forest Clock Association (VdS) guaranteeing that you get a quality hand-made clock from one of the approved clock manufacturers.

Open a PDF version of the Certificate of Authenticity (in German with English translation)

Learn more about the Black Forest Clock Association