Customer Care

Returns & Warranty

Clear after-sales guidance for QC approval, delivery issues, returns, exchanges, and movement warranty support.

Last updated: July 28, 2026

Every order is checked before dispatch. Please read this policy before removing protective materials or sending a package back. We can only process a return or exchange after our team confirms the next step in writing.

Report issues within 3 daysContact us promptly after delivery for a dead-on-arrival or transit-damage claim.
Keep the watch intactDo not wear, resize, remove protective film, or discard tags and packaging before approval.
Contact us before shippingNever send a return to an address from an old order or courier label without authorization.

1. Before dispatch: QC approval

We source and inspect the selected model before dispatch. QC photos and, where available, a timegrapher or function video are sent for your review. Dispatch takes place after you approve the QC materials.

If the first available piece does not meet the agreed QC requirements, contact us before dispatch. We will confirm whether a replacement piece or another resolution is available for the order.

2. Dead on arrival or transit damage

Contact us within 3 calendar days of delivery if the watch arrives with a clear mechanical defect, visible transit damage, a broken crystal, or does not function on arrival.

  1. Keep the outer packaging, inner box, tags, protective materials, and accessories.
  2. Take clear photos of the package and watch, plus a continuous video showing the reported issue where possible.
  3. Send your order number, delivery date, product reference, and evidence to support.
  4. Wait for written instructions before returning anything. We may ask for a diagnostic video or arrange an inspection.

After review, the available resolution may be repair, replacement, or another agreed remedy. The exact remedy depends on the condition, evidence, carrier record, and the order terms.

3. Returns and exchanges

Returns or exchanges require prior written approval. An approved item must be unworn and unsized, with factory protective film, tags, packaging, and included accessories intact.

We cannot accept an exchange or change-of-mind return when the watch has been worn, the bracelet has been resized, protective film or tags have been removed, the item has been modified, or damage is caused after delivery. Any return shipping, inspection, or refund adjustment will be confirmed before authorization.

Important: Do not ship a package back without an authorization and return instructions from our team. Unauthorised parcels may be delayed, refused, or impossible to match to an order.

4. Two-year movement warranty

The standard warranty covers qualifying internal movement failures for two years from delivery. Contact us as soon as a problem appears so we can record the symptoms and advise on the next step.

The warranty does not cover normal wear, scratches, accidental impact, water damage, incorrect crown operation, magnetism, misuse, loss, bracelet or strap wear, unauthorized repair, or modifications performed after delivery.

Warranty service may require a diagnostic video or return to an approved service location. Do not open the case or use a local repair service before contacting us, as this can affect eligibility.

5. Shipping, customs, and delivery problems

Keep your tracking information and contact us if a parcel is delayed, lost, held, or reported as damaged. We will review the carrier status and the shipping protection terms attached to your order and explain the available next step.

Customers are responsible for providing accurate recipient details and checking local import requirements. Customs decisions and delivery times can vary by destination; no page can guarantee a particular customs outcome.

For general dispatch timing, QC timing, and tracking guidance, see our Shipping & Customs page.

6. How to submit a request

  1. Contact us by WhatsApp or email as soon as the issue is noticed.
  2. Include your order number, product name or reference, delivery date, and a short description.
  3. Attach clear photos or videos when the request concerns damage, function, or missing items.
  4. Keep the item and packaging unchanged until our team confirms the inspection or return instructions.

Refund timing and payment-method handling are confirmed after the request is reviewed and approved. We will not ask you to send payment details through an unsecured public channel.

Order-specific terms: This page explains the standard process. Any written terms confirmed with your order, QC approval, shipping protection, or support case may apply to that order. When in doubt, contact us before taking action.