The online return portal does not recognise my order number, why? Make sure you are entering the details correctly. Please do not include the '#' if your order number has it. Our order numbers consist of only numbers and no letters. If the portal still does not recognise your order number, please contact-us Related articles How should I return the watch? Where is my order? Will I be charged for returning an online purchase? I live in Northern Ireland, how do I return my watch?