Frequently Asked Questions
Q: How are you able to offer Kurt Zeiss watches at such affordable prices?
A: Edward Moores is the exclusive distributor for all Kurt Zeiss watches worldwide. We do not own or rent retail shops and therefore our overheads are low. It therefore follows that you do not have to pay the extortionate mark-up placed on luxury items by high street retailers.
Q: Am I buying a new watch and is it authentic?
A: All of our watches are authentic, factory sealed, hand assembled and 100% genuine. They are neither fake nor copies and each watch arrives with a 5-year warranty and our unique 14-day no-quibble return policy, allowing you to buy with total confidence.
Q: How does the 14-day ‘no-quibble’ returns policy work?
A: We want you to buy with supreme confidence and we are so confident in the quality and desirability of the Kurt Zeiss brand, that we offer all of our customers a 14-day ‘no quibble’ returns policy, providing the watch is returned to us unused, and in the condition we delivered it to you. You must contact us to discuss a return and to obtain a return code before returning the watch. Email us at sales@edwardmoores.co.uk We will refund the purchase price of your watch if it is returned in perfect condition. We do not refund any postage and packing costs incurred by you.
Q: How can I pay for my watch and what payment methods do you accept?
A: Our checkout page will advise the various payment options available and display the relevant logos or names of each method. If you want to pay by other means than those listed, please contact us at sales@edwardmoores.co.uk before placing an order.
Q: Do I receive an invoice when I place my order?
A: Yes you do. For each transaction we will send you an invoice for the payment and include a copy in the delivery to you.
Q: Are there any credit card surcharges?
A: Not that we apply, your card or payment provider may charge you extra, but we do not.
Q: How do I know whether I have paid and that you have received my payment?
A: An email will be sent to you confirming your payment.
Q: Where do you ship to?
A: We ship to all countries in the European Union (EU), USA, South America, Canada, Australia and Japan. Unfortunately we do not, and cannot, ship to countries outside of these regions.
Q: How do I get in touch with you to ask a question?
A: The best and easiest way of getting in touch with us is to email us at sales@edwardmoores.co.uk Please offer as much information as possible regarding the item you are enquiring about, so we can respond with the information you need. Specific details around the item will ensure a prompt, useful and comprehensive response. We will use all reasonable endeavours to respond to your question within 24-hours.
Q: You have not replied to me. Why?
A: We will always reply to every question received as we want to ensure that you know all you need before buying one of our watches. We may be experiencing extremely high traffic at that time and will get back to you as soon as we can.
Often though, our response may have simply gone directly to your junk email folder due to over-zealous filters now being adopted by some Internet service providers.
Q: What does ATM mean?
A: There is an industry and scientific standard for measuring the water resistance of any watch and it is reflected by a measurement in metres, feet or atmospheres (ATM). One ATM is equivalent to 10 metres or 33 feet. Our watches are marked with the specific water resistance for each model.
Water-resistant watches should be inspected every year by a qualified jeweller and any worn out seals replaced. The water seals should also be checked whenever the watch is opened, for instance when having a new battery fitted.
Q: Can I wear my 3ATM watch in the shower or for swimming?
A: Yes, your watch is water resistant to a point, but in certain situations, water pressure can exceed 3ATM and can still damage your watch. Please ensure that if your watch has a screw in crown/winder, that this is secured tightly at all time and prior to immersion in water. (Screw in crowns/winders are fitted on the Kurt Zeiss Classic, Sport, Viper, Shadow and Crystal range)
Q: What does 10ATM on my watch mean?
A: This watch is water resistant to a standard of 10ATM or equivalent to a depth of 100m. This means the watch can be used for swimming and snorkelling, but not scuba-diving or diving. Please ensure the battery and seals are replaced by a jeweller who can maintain the water resistance of the watch to 10ATM. Please ensure that if your watch has a screw in crown/winder, that this is secured tightly at all time and prior to immersion in water. (Screw in crowns/winders are fitted on the Kurt Zeiss Classic, Sport, Viper, Shadow and Crystal range)
Q: What about extremes of temperature including steam rooms or saunas?
A: Extreme heat can damage the seals that make your watch water resistant, allowing water or moisture to enter the watch and cause water damage. This is not covered by your warranty and as such you should not wear you watch in these environments.
Q: What is a screw-down crown and why does my watch have one?
A: The crown is the ‘winder’ used to change the time or date. Your watch instructions will advise if the crown is a screw-down version. A screw down crown ensures that water or moisture does not enter the watch mechanism by actually screwing into the watch body and sealing tight this aperture. By allowing you to screw the crown into the watchcase after making any adjustments to your watch, you will be re-sealing the watch and making sure the watch remains water-resistant.
Q: I have received my watch and there is a plastic connector between the case and the crown.
A: We control the quality and check each and every watch at source, inserting a brand new battery during the build. The watch is bench tested at every stage to ensure perfect operation. To then ensure the battery does not drain prior to delivery to you, we insert a small plastic connector between the crown and watchcase to disengage the movement. On arrival, simply remove the connector and adjust the watch as per the instructions.
Q: Is water damage covered by the 5-year warranty?
A: No. Any water damage caused by incorrect use of the watch is not covered by the warranty. Please therefore follow the instructions carefully, ensuring the crown is screwed down (if the watch has one) and take good care of your watch.