FAQ

1. What is your 30-day return policy?
You can return items within 30 days of receipt if they are unused, in original packaging, with all accessories. Return shipping is your responsibility.

2. Can I return an item due to a quality issue or mistake?
Yes. If the item has a functional fault, wrong model is sent, or it's damaged in transit, you can return it within 30 days. We cover all shipping costs.

3. What is your return process?
Submit a return request, our team reviews it, and we provide a return address. Once we receive and inspect the item, we process your refund.

4. What is your 30-day exchange policy?
You can exchange unused items in original condition within 30 days. Customer pays return shipping for non-our-fault exchanges.

5. What if I received the wrong item or a defective product?
We will exchange it for you free of charge. Please provide photos or a video as proof.

6. What is your exchange process?
Submit an exchange request. After review, we can either ship the new item immediately or wait for the original item to be returned, based on your preference.

7. When can I get a full refund?
Full refunds are issued for confirmed quality issues, wrong items, DOA (reported within 48 hours), lost packages, or failed customs clearance.

8. When is a partial refund offered?
We may offer a partial refund for minor issues like slight wear, incomplete accessories, or non-critical cosmetic flaws that don't affect the watch's main function.

9. How long do I have to request a refund?
You can request a refund within 30 days of receiving your order.

10. How will my refund be processed?
Refunds are issued to your original payment method within 24 hours of approval. The time it takes to appear in your account depends on your bank or payment provider.

11. When would you reship my order?
We reship for confirmed quality issues, wrong items, DOA (within 48h), lost packages, failed customs, or empty packages (with unboxing video).

12. What proof is needed for a reshipment?
You'll need to provide clear photos/videos of the problem. For an empty package, a complete, unedited unboxing video is required.

13. How long does reshipping take?
Once approved, we prepare the new item (usually 1-3 days) and send it with a new tracking number.

14. What is your policy on replacing small parts (like links or screws)?
We provide free replacement parts and cover shipping for issues like defective links, clasp issues, or missing screws. Just send a photo or video.

15. What if a part breaks due to my own mistake?
We can offer a replacement part at a friendly cost. Shipping charges may apply.

16. What happens if my package is lost or seized by customs?
We take full responsibility. You can choose a free reshipment or a full refund.

17. What does your warranty cover?
Our 2-year warranty covers mechanical faults, movement issues, and non-manufacturing functional defects.

18. What is your "lifetime maintenance" policy?
We offer paid services for the life of your watch, including movement maintenance, calibration, cleaning, and oiling at reasonable prices.

19. What payment methods do you accept?
We accept Credit Card (Visa/Mastercard), Bank Wire Transfer, Cryptocurrency (USDT/BTC/ETH), and PayPal for certain customers.

20. Can I modify my order after placing it?
Yes, you can change your address, contact details, or watch model before it ships. Please contact us as soon as possible with your order number.

21. Can I cancel my order?
You can cancel if your order is unpaid or before it enters the quality control (QC) stage. Cancellations may not be possible for custom or special-order items.

22. Why is my shipping information important?
Incorrect addresses can cause delivery delays, failed customs clearance, or the package being returned. Any extra shipping costs due to incorrect info are your responsibility.

23. How do you protect my privacy?
We ship all orders in discreet, unbranded packaging. The customs declaration uses generic terms and does not mention watches or brand names.

24. Are there any hidden fees?
No. Our prices are clearly marked in USD. Any bank, payment platform, or cryptocurrency network fees are charged by those institutions and are beyond our control.

25. What is your policy on pre-orders or custom items?
Pre-orders have a preparation time of 3-7 days. Custom items (like specific dials or straps) generally cannot be returned or exchanged.

26. What are my responsibilities as a customer?
You are responsible for providing accurate shipping information, using a valid payment method, and being available to receive your package in compliance with your local laws.

27. What shipping methods do you use?
We use a variety of methods based on your location, including express couriers (DHL/FedEx), tax-inclusive lines (for the US/EU), and special routes for regions with strict customs.

28. How long will delivery take?
Delivery times vary: express couriers take 5-10 business days, while tax-included lines take 7-20 business days. Factors like customs, holidays, and remote locations can cause delays.

29. How long does it take to process my order?
Order processing includes payment confirmation (0-12h), stock preparation (1-5 days), and quality control (1-3 days). You will receive QC photos/videos for approval before shipping.

30. What happens if my package is stuck in customs?
For tax-included lines, customs are handled for you. If there's an issue, we will work with the carrier to resolve it. If the package is ultimately seized, we offer a reshipment or refund.