Returns & Refunds
You have 30 days from the day your order arrives to send it back — including if you simply changed your mind. This page explains how, and who pays for what, so there are no surprises either way.
The short version
- Changed your mind? Write to us within 30 days. The piece comes back unworn and in its original box, and the return postage is yours.
- Something wrong with it? Faulty, damaged in transit, or not what you ordered — we replace it or refund you in full, and it costs you nothing.
- Always write to us first. Returns have to be approved before they're posted. A parcel sent unannounced can go missing, and then neither of us can prove anything.
Returning something you've changed your mind about
No explanation needed. Write to us within 30 days of delivery with your order number, and we'll send you the return address and instructions.
For us to accept it, the piece has to come back:
- unworn and unused
- unmarked and undamaged
- in its original packaging
- with every accessory and component that came in the box
Keep your order number, receipt or other proof of purchase — we'll ask for it.
The return postage on a change-of-mind return is yours. We're straight about that because it's the thing people are most often surprised by, and because the alternative is building it into the price of every watch.
If the watch is faulty, damaged or the wrong one
This is on us, and it's a different process. Please open your parcel as soon as it arrives and check it. If the piece is:
- damaged
- faulty
- the wrong product, model, colour or variation because of an error on our side
- materially different from what you ordered
write to us with your order number, a short description, and clear photos or a video of the problem — ideally within 7 days of delivery. The sooner we see it, the easier it is to tell whether it's a manufacturing fault, transit damage, or something else, and the faster we can settle it.
Once we've looked at it we'll offer whichever fits: a free replacement, a reshipment, or a full or partial refund. When the problem is ours you pay no exchange fee and no return postage.
That 7-day window is there so we can investigate properly. It doesn't take away any right the law in your country gives you.
Exchanges
Want a different model, colour, style or size? Write to us. Exchanges depend on availability, on the piece meeting the return conditions above, and on our approval.
An exchange you're asking for because you'd prefer something else costs USD $15 per item, plus the return postage. If the replacement costs more, you pay the difference; if it costs less, we refund the difference.
The $15 fee and the return postage don't apply when the exchange is needed because we sent the wrong item, or it arrived damaged or faulty. That's our mistake to fix.
Ordered the wrong model by accident
Please check your order before you pay — the product, model, colour, style, size, variation and quantity. If we ship exactly what you confirmed, the piece isn't faulty or incorrectly fulfilled, so it's a change-of-mind return: still welcome within the 30 days, with the return postage on you.
Refunds
Once your return reaches us and has been inspected, we'll tell you whether it's approved. Approved refunds go back to your original payment method and can take up to 10 business days to process. Your bank or card provider may need a little longer before the money actually shows in your account.
If more than 15 business days have passed since we approved your refund and you still haven't seen it, write to us and we'll chase it.
A refund can never be more than you actually paid for the piece.
Returning part of a bundle order
Our Buy 2, Get 1 Free and Buy 3, Get 2 Free orders can be returned like any other. The refund is worked out from what you actually paid, not from the list price.
The promotional discount is spread across every qualifying piece in the order — all three in a Buy 2, Get 1 Free, all five in a Buy 3, Get 2 Free. So returning one piece refunds that piece's share of the promotion. Return the whole order and you get back everything you paid for it.
What we can't accept back
We'd rather be straight with you now than argue about it later. We may refuse a return that shows:
- signs of wear or use
- scratches or physical damage caused after delivery
- modification or alteration
- missing accessories, components or original packaging
- damage from improper handling, or damage unrelated to manufacturing or shipping
Anything marked Final Sale at the time of purchase may also be non-returnable — except where the law says otherwise, or where it arrives damaged, faulty or wrong.
Not sure whether your piece qualifies? Ask before you post it.
Lost parcels, and parcels marked as delivered
If tracking stops moving, tell us. We open an investigation with the carrier, and once they confirm the parcel is lost we either resend it or refund you in full.
If tracking says delivered and you don't have it, check around the delivery point, with anyone else at the address, with neighbours, and with reception or the mailroom if you have one — then contact your local carrier, who can see exactly where it was left. Write to us too and we'll follow it from our side. Full detail is on the shipping page.
Your address at checkout
Please check it carefully. Before the parcel ships we can usually still change it, so write to us the moment you spot a mistake — though we can't guarantee it. Once it's shipped, the address can no longer be changed or redirected. If a parcel comes back to us because the address was wrong or incomplete, further postage may be due before we can send it out again.
If you're in the European Union
You may have the legal right to cancel or return an eligible order within 14 days of receiving it, without giving a reason. That right sits alongside our 30-day policy, not instead of it — you keep whichever is better for you. Unless the law says otherwise, the piece should still come back unworn, unused and in its original packaging with everything that came in the box.
Nothing on this page limits any consumer right the law in your country gives you.
Use us before you buy
Not sure whether a 42 mm case suits your wrist? Wondering how a dial reads in daylight? Ask. We answer within one business day and it costs you nothing — that's the point of having real people behind the brand, and it saves us both a return.