FAQs
FAQs General questions
What do I do if I need to return my order?
We want you to be 100% satisfied with your purchase from Thomas Kent, but in the event you are not we will gladly refund or replace any item. You must obtain a Returns Authorisation Number before returning any goods, please call +44 3303 632222.
If you are not happy with your item you may return your Thomas Kent Clock within 14 days. Over the festive season, to provide extra peace of mind, we’ve extended our returns period. Anything bought between the 1st – 22nd December can be returned until 16th January. Please contact our customer services team Mon - Fri, 9am - 5pm on +44 3303 632222
Please view our Returns page for further details.
How is my order packaged and delivered?
Your Thomas Kent purchase is hand picked and checked by our team in the UK before it’s carefully packaged to preserve it during transit. We use Fedex a trusted delivery service to ship all over the world. We also offer a text service in the UK to notify you when your parcel is due to be delivered to your chosen address.
What do I do if I need to cancel my order?
It maybe possible to cancel or change your order. If you have contacted us before your goods have been processed and dispatched we will do all we can to help amend or cancel your order. To help insure this please call us on +44 3303 632222 before 12 noon on the day of placing your order.
Are my details secure?
Yes we follow strict guidelines, and never pass on your details to any third party. We understand as fellow shoppers that a person’s details should remain private.
How do I find where my local stockists are?
We supply stores all over the world but currently don’t have the facilities to list all our stockists online. If you wish to see any of our range of clocks our customer services team will be happy to help you find a local stockist. Feel free to contact us Mon - Fri, 9am - 5pm on +44 3303 632222
Do you repair clocks?
Thomas Kent Clocks are designed in the UK and made in China so we do not hold stock of spare parts in the UK. If in the unlikely event your Thomas Kent Clock should break or stop working and is outside of it's 2 year guarantee we recommend contacting New Generation Clocks to find replacement parts. Also if you wish to discuss a way of replacement or repair, please contact our customer services team Mon - Fri, 9am - 5pm on +44 3303 632222
My item is not in stock, how long until it is?
We keep a tight ship, so stock should always be available online. If you do for any reason find that a clock is out of stock please contact us directly so we can help source or notify you when the clock is back in stock. Please contact our customer services team Mon - Fri, 9am - 5pm on +44 3303 632222
Can I track my order?
If you live in the UK and added your mobile number while registering then you will be able to receive a text notification from Fedex on how your parcel is progressing and when its due to be delivered to your chosen address. If you are outside the UK you will be able to track your order online
Do Thomas Kent clocks come with a guarantee?
All our Thomas Kent Clocks come with a 24 month clock guarantee, this covers the movement from the date of purchase. This guarantee does not cover damage caused by misuse or a battery leakage. It’s important to read the instructions that come with your clock so not to accidentally cause damage to the hands or movement.
How do I hang my Thomas Kent wall clock securely?
The size and material of your wall clock will impact its hanging method. Some of our clocks are to be hung from their metal rims due to the weight of the timepiece, while others have a built-in metal groove or moulded bracket.
Once identified, please ensure you use a wall fixing appropriate for the type of wall and clock hanging system. Your fixing must have a suitably large lip to prevent your clock from falling off it. If you are unsure what sort of wall fixing you should use, ask a professional builder or tradesman. Please ensure your wall is strong enough to hang your clock from and that your suitable fixing is anchored securely.
If you have any concerns, please get in touch with us Mon - Fri, 9am - 5pm GMT on +44 (0) 3303 632222
Delivery Information
Our FREE UK mainland Next Working Day delivery service for orders over £40. With this FREE service we try to deliver items within England, Scotland & Wales (excluding Scottish Highlands & Islands) on a Monday to Friday service, within 1 Working Day. Orders placed by 2pm will be dispatched same day for a Next Working Day delivery. Please allow another day if you don't order by 2pm.
Standard Delivery charges in the UK - We charge £3.95 for deliveries made within England, Scotland & Wales (excluding Scottish Highlands & Islands) that are under £40.
International Deliveries - Unfortunately we currently don't deliver internationally via our website. Please contact our Customer Services Team on +44(0)3303632222 if you require further information or advice.