Q&A

This page covers most (if not all) of the answers to questions about our products, order processing, returns and warranty policies. If you need any further assistance, please contact our customer support team at edwinzavalamo18@gmail.com. Our team will respond to your inquiry within 1-2 working days.
General consultation
What kind of glass/lens does your watch use?
Depending on the model, our watches may feature sapphire lenses or mineral lenses.

How can I know if your products are in stock?
Most (if not all) of the watches on our website are in stock. However, some models may be out of stock.

If you want to receive notifications when your watch is restocked, simply click the “Notify Me when it Arrives” button and register your email address. After the watch is restocked, you will receive a notification via the registered email address.

What material are your watch straps made of?
Most (if not all) of the metal straps on our watches are made of 316L stainless steel.

Contact with seawater or water containing chlorine
If your watch comes into contact with water, such as when washing hands or in light rain, as long as the crown is fixed, the structure and sealing performance of the watch are sufficient to prevent water from seeping in.

If your watch comes into contact with seawater or chlorinated water, it is recommended that you immediately rinse it with clean water and then dry it with a microfiber cloth. Seawater and chlorinated water are far more harmful and wear and tear to wristwatches than fresh water. If your wristwatch comes into contact with these environments, you must be extra cautious.

Can I customize my order before shipment?
We do not offer customization services for the watch you purchased before it is dispatched. The specific combinations of case, dial colors and strap materials listed on our website are final choices. The style you choose to add to your shopping cart will be the final item you receive.

Color accuracy
Although we try our best to provide accurate pictures of the color and design of each product, the actual color may still vary slightly. This is because computer monitors or smart phones display different colors, and everyone’s perception of these colors also varies. We do our best to ensure that the photos are as realistic as possible.

Payment and pricing
Can you use different credit cards or PayPal accounts for refunds?
Refunds can only be returned to the same account you used when placing an order on our website.

Do you sell gift cards?
Although this option is currently unavailable, we are studying the issue and will soon offer the gift card option.

Do you offer wholesale prices?
Yes, we welcome retailers and distributors who are interested in selling our products. Please contact us at edwinzavalamo18@gmail.com

Can my information be kept confidential?
Please rest assured that your personal information will be kept confidential and we will never rent or sell it to any third party.

When processing your online order, we need your name, email address, billing address, delivery address, phone number, credit card number, CSV code and expiration date. If necessary, this information may be shared with credit consulting agencies to verify your order.

We may use your contact information to send you information about the latest products, new product launches and exclusive discounts. If you do not wish to receive these updates, you can unsubscribe in your account preferences or click here to contact the customer support team to unsubscribe.

What payment methods do you accept?
We accept secure payments from both local and international customers via credit cards, debit cards and PayPal.

Installment payment/payment plan options
Unfortunately, we do not offer the option of installment payment.

However, you can contact your bank to find out if they can assist you in completing the purchase on an installment basis. Some banks offer this option. You can contact your bank to find out if they support installment payments.

Is your website’s payment page secure?
Sure! Our website uses Secure Sockets Layer (SSL) technology to ensure your shopping experience is safe and secure. This technology will encrypt and protect the data you send to us via the Internet. You will also notice that when you look at the position (URL) field at the top of the browser, it starts with “https:” instead of the usual “http:”.

How long does it take to return a cancelled/returned order?
Once the warehouse receives your returned goods and they comply with our return policy, we will refund them through your original payment method.

Please note that the refund processing may take 5 to 7 working days.

After the refund is completed, it will take up to 3 working days for the funds to be refunded to your credit card or Paypal account.

Order Inquiry
I want to order watches in bulk.
If you plan to order more than 30 watches, please contact us at edwinzavalamo18@gmail.com

How long does it take to process and send my order?
All orders on our website will be processed and dispatched within 3 working days (except weekends and holidays). If you place an order on a weekend or holiday, it will be processed on the next working day.

After processing is completed, you will receive another order shipping notification containing the tracking number so that you can track the shipment. After shipment, it may take 5 to 10 working days for delivery.

If there are circumstances beyond the control of the express company (such as customs clearance, bad weather, government lockdowns, movement restrictions, etc.), the delivery time may vary.

Important Note:

Emails or notifications containing details of shipment tracking may sometimes be filtered by your spam Settings. If you have received the details of the shipment tracking, please carefully check your inbox and spam folder. If you do not receive any follow-up details within 3 working days after placing your order, you can contact our customer service team at edwinzavalamo18@gmail.com and they will resend the details to you.

The order confirmation email has not been received yet.
After successfully placing an order on our website, the system will send an automatic message containing the order details to the email address you provided when placing the order. This message is usually sent within 10 to 30 minutes after the order is placed.

However, please note that in some cases, our emails may be unintentionally filtered by your spam Settings. In this case, it’s best to check both your spam folder and inbox at the same time. If you have not received a confirmation email containing details of your order (which is unlikely to happen), you can contact our customer service team by emailing edwinzavalamo18@gmail.com with the following information.

Name
The email address used for placing orders
Order goods
Our customer support team will contact you within 1-2 working days to find your order, provide you with more detailed information about the order, and resend your order confirmation details.

I’ve changed my mind, but my order has already been dispatched. What should I do?
After the order is dispatched, it cannot be cancelled or the route changed. Goods must be returned to us in accordance with the guidelines in our refund policy. Upon receipt of the watch, please email to edwinzavalamo18@gmail.com

Contact our customer service team and we will offer you assistance with returns.

Transportation consultation
How can I track my orders?
After your order is dispatched and collected by the Courier, you will receive an email containing the details of the order tracking. You can track your shipment at any time simply by clicking the tracking link in the email.

Do you deliver to the PO Box/APO/FPO address?
We do not deliver to APO/FPO and PO BOX addresses. You need to provide a valid physical address to process your order.

We do not deliver to ships, expos, trade shows, exhibitions, hotels, campsites or temporary addresses, nor do we deliver to construction sites or mobile sites.

For packages delivered through mail forwarding companies, please note that we are not responsible for packages handled improperly by these institutions. The recipient is responsible for ensuring that a valid address and name are provided during the delivery process and for supervising the delivery of the package. Any package lost due to incomplete information provided will not be reissued.

My order has just been dispatched, but I want to change the delivery address.
If you need to update your order information, please contact us immediately at edwinzavalamo18@gmail.com.

Once our warehouse processes and ships the goods, we will not be able to make any changes.

Missed delivery
If the delivery address you specified is not present at the time of delivery, the Courier usually leaves you a contact card, which will explain how to apply for another delivery or inform you of the nearest pick-up location (where you can collect the package in person).

Don’t worry if you haven’t received any cards or notes from the Courier. Just contact the Courier through their hotline and provide the tracking number in the email we sent you. After you provide this information to the Courier, they will assist you in completing the re-delivery.

Delayed delivery
Our cooperative express delivery company promises to deliver all orders within 3 to 5 working days (excluding weekends and public holidays). But sometimes some orders may take longer to be delivered.

The following are some possible reasons that may lead to delivery delays:

The local customs processing will take more time.
The local customs is waiting for you to pay the customs duty/tax/value-added tax before delivery.
The Courier couldn’t find your address because the address provided at checkout was incorrect or incomplete.
Bad weather or other local conditions may disrupt the transportation routes.
What will happen to the goods lost during transportation?
All the goods dispatched from our warehouse have been insured to prevent loss and theft. If the package is lost, we will contact the Courier. If they confirm that the package is lost or stolen, we will provide you with a replacement or refund service.

Do I need to pay value-added tax for my goods?
Orders sent to the United States, any orders with a value of less than 800 US dollars are tax-free. Orders with an amount higher than this will be taxed by the US customs and will not enjoy our free shipping service.

For goods destined for the UK, the price calculated at checkout includes the value-added tax that will be remitted to HMRC when the order is dispatched.

For all other countries/regions not mentioned above, please note that the prices on our website do not include local taxes, value-added tax, import fees or other customs clearance charges that may apply in your region. Any costs arising from imports shall be borne by the customers.

Where do you ship the goods from?
All orders placed on our website are dispatched from our warehouses located in Hong Kong or Shenzhen.

It is expected to be delivered within 5 to 10 working days after shipment (excluding weekends and public holidays).

In case of circumstances beyond the control of the express company (such as customs clearance, bad weather, government lockdowns, travel restrictions, etc.), the delivery time may vary.

Special requirements of Taiwan/Indonesia/South Korea
In addition to providing a valid English delivery address and contact information, shipments sent to Taiwan, Indonesia and South Korea also need to provide other information for customs clearance.

Taiwan: Copy of National ID Card
South Korea: Personal Customs Code
Indonesia: NPWP number.

This information should be filled in on the checkout page or emailed to edwinzavalamo18@gmail.com. Please note that if you do not provide this information, the order may be delayed due to customs clearance.

Return, exchange and replacement
The watch I just received has something wrong.
Before our watches are dispatched from the warehouse, each order undergoes a final quality inspection to ensure that the watches are not only intact but also functioning well without any malfunctions.

However, if the watch you receive is defective, please click here to contact our customer service team and provide the following information:

The order number/email address used for placing an order
2. A brief description of the problem you have encountered
3. Provide a picture describing the problem or a 20MB short video (for movement issues, please send the video).

Our team will investigate this matter and reply to your inquiry within 1-2 working days to assist you in resolving the issue.

I received a quartz watch with a dead battery. What should I do?
I’m very sorry to learn that there is a problem with your new watch. The battery of your watch was dead when it arrived. Before shipment, we will ensure that all watches (including the batteries inside the watches) are in good condition. Most watch batteries last for more than two years since they are first installed in the watch. If the watch stops running, it is very likely due to the battery cell running out prematurely. Just replace it. In this case, we suggest that you take your watch to a local jewelry watchmaker to have the battery replaced. All you have to do is go to edwinzavalamo18@gmail.com

Contact our customer service and provide a receipt for the battery replacement fee. We will be more than happy to refund the battery replacement fee for you.

I want to change to other models.
Please note that we do not offer direct exchange service.

If you are not satisfied with the purchased product and wish to exchange it for another one, you can return the product within 30 days of receiving it and get a full refund. Please contact our customer support team at edwinzavalamo18@gmail.com

I received an incomplete order.
If your shipment is incomplete (which is unlikely to happen), please contact our customer service team immediately at edwinzavalamo18@gmail.com with the following information:

The order number/email address used for placing an order. 2
Pictures of the complete content of the goods and the express packaging.

Our team will investigate this matter and reply to your inquiry within 1-2 working days.

Have you received the watch I returned?
After your package arrives at our warehouse, we will first queue up for processing and inspection, and then decide whether to approve the return.

Although we will do our best to ensure that your return request is processed as soon as possible, this process may take 5 to 7 working days to complete. Thank you very much for your patience.

I received the wrong order.
If you received an unordered item (which is an extremely rare occurrence), please contact our customer support team at edwinzavalamo18@gmail.com with the following information:

The order number/email address used for placing an order
2. The product pictures you received
3. A picture of the watch label showing the model of the watch

Our team will investigate this matter and reply to your inquiry within 1-2 working days. If you receive the wrong order, we will do our best to solve the problem quickly and replace it for you.

I received the watch as a gift. Can I return it and get a refund/exchange?
It’s a pity that you are not satisfied with the watch you received.

Regrettably, we do not offer watch exchange services. If your watch was purchased directly from us, you can return it within 30 days of purchase and get a full refund. Please note that returns must fully comply with our refund policy.

The refund will only be returned to the account you used when placing the order.

If the watch you want to return was not purchased directly from us, it must be returned directly to the retailer where it was purchased in accordance with the respective return and refund policies of the retailers.

I’d like to return my order.
If you are not satisfied with the goods we purchased, as long as the goods are received within 30 days