Frequently Asked Questions
General Information
What is the return policy?
Our return policy allows for a 14-day, no-questions-asked return on non-customized and non-pre-sale items, provided they remain unused, unopened, and in original condition. After 14 days, return requests are subject to evaluation for quality issues or errors in the product received.
How can I initiate a return?
To initiate a return, please submit a return request through our customer service portal. After reviewing your request, we will provide further instructions on how to return your product.
Do I need to pay for return shipping?
If the return is due to a quality issue or a shipping error, we will cover the return shipping costs. However, if the return is for other reasons, such as a change of mind, the customer will be responsible for the return shipping fees.
Can I return a customized item?
No, customized items cannot be returned unless there is a manufacturing defect or damage. Custom orders are considered final sale once processed.
How long does it take to process a return?
Returns are typically processed within 7-10 business days after we receive the returned product. You will receive a confirmation email once your return has been processed.
Shipping & Delivery
What shipping methods do you offer?
We offer various shipping methods, including express couriers like DHL, FedEx, and UPS, as well as tax-inclusive lines for smoother customs clearance. For some regions, we also offer postal services with lower rates and extended delivery times.
How do I track my order?
Once your order is shipped, you will receive a tracking number. You can use this tracking number to monitor the progress of your shipment on the courier’s website. Updates will typically be available 24-48 hours after shipment.
Can I change the shipping address after placing an order?
We can modify the shipping address for orders that have not yet been processed or shipped. If the address change request is made after the order has been processed, please contact customer service immediately to see if any action can be taken.
How long will it take for my order to arrive?
Delivery times vary depending on the shipping method and destination. Generally, express shipments arrive within 5-10 business days, while standard postal shipments may take 7-15 business days.
Do you ship internationally?
Yes, we offer international shipping to many countries. Shipping rates and delivery times vary depending on your location. Please check our shipping policy for more details on international shipments.
Payment & Orders
What payment methods do you accept?
We accept payments via major credit cards (Visa, MasterCard, etc.), bank wire transfer, PayPal (for returning customers or specific cases), and cryptocurrency (USDT, BTC, ETH).
How secure is my payment information?
All payments are processed through secure, encrypted channels (SSL / HTTPS). We do not store any of your payment details, and all transactions are handled through trusted payment processors.
Can I use multiple discount codes on one order?
No, only one discount code can be applied per order. Promotional offers cannot be combined with other discounts, and special offer prices are non-negotiable.
When will my credit card be charged?
Your credit card will be charged immediately after you place your order and the payment is processed successfully. You will receive an order confirmation email once the payment is confirmed.
Can I get a refund if my payment fails?
If your payment fails, we will not process your order. You will need to reattempt the payment or use a different payment method. If the issue persists, please contact our customer service team for assistance.
Warranty & Maintenance
What is the warranty for the watches?
We offer a two-year warranty for all of our watches, covering mechanical defects and non-user-caused functional issues. The warranty does not cover external damage such as scratches, dents, or damage due to improper use.
Do you offer lifetime maintenance?
Yes, we offer lifetime maintenance for all watches, including services such as movement servicing, cleaning, lubrication, and minor adjustments. These services are provided at reasonable rates, ensuring your watch remains in optimal condition.
What is covered under warranty?
The warranty covers manufacturing defects, such as movement failure, broken components, and other functionality issues that are not caused by user error or wear and tear. For issues that fall outside the warranty, we offer paid repair services.
How do I request a warranty repair?
To request a warranty repair, please contact our customer service team with details about the issue. We will guide you through the warranty claim process and assist in repairing or replacing your product if it is covered under warranty.
What happens if my watch gets damaged during shipping?
If your watch is damaged during shipping, we will cover the cost of repairs or replacement. Please contact us immediately with photographic evidence of the damage, and we will resolve the issue as quickly as possible.