Frequently Asked Questions (and their answers!)
NOTE: We cannot know what kinds of questions will come up, so
if your question is not answered here, please do not hesitate to send
us e-mail and we will respond as quickly as we can.
Questions answered below are listed here:
Q. Can I buy a watch by phone or e-mail, instead of buying online?
Q. What about the cost of shipping, customs duties and sales taxes?
Q. What types of orders will you not accept?
Q. What is your policy regarding returns and exchanges?
Q. What if my watch requires repairs?
Q. Can I buy a watch by phone or e-mail, instead of buying online?
Yes! We invite you to contact us
by e-mail, postal mail, fax or phone, and we would be pleased to help you select your watch and place
your order without going through our online shop. You may even be able
to negotiate the price a little, if you catch us at the right time!
Also, if you prefer, and depending on where you live, we can introduce you to a retailer in your area,
if there is one. Our aim is to make your purchase as well informed,
comfortable and trouble-free as possible.
Q. What about the cost of shipping, customs duties and sales taxes?
Shipping is free. In Canada and Japan, prices include any applicable sales taxes, which we pay to the government directly. For other countries, we will pay for customs duties, as well as the fee charged by FedEx for its help in clearing customs.
Q. What types of orders will you not accept?
Internet fraud is a major problem for many online merchants. This is
why we always contact you when you place a large order, to confirm that
you really did place the order. We also deliberately sacrifice some
sales by:
not accepting orders from certain countries that are widely known to have a lot
of fraud;
not accepting orders in which the billing and shipping addresses are different (sorry about this, our auditors made us do it!).
We
apologize for the inconvenience caused by these security measures, but
by taking them, we believe that we are providing a safe online shopping
environment for you, our valued customer, as well as protecting the integrity of our business.
Q. What is your policy regarding returns and exchanges?
Our return policy is clearly explained here.
Q. What if my watch requires repairs?
If
the watch is still covered by the warranty, you must obtain an RMA
number and follow our instructions to send it to
us, clearly indicating that it requires a warranty repair. We will
repair it and return it to you, with a full refund of the shipping fees
you paid to send it to us.
For out of warranty repairs and overhauls,
you may contact us for an estimate of the cost and time required, or
you can always save money by having your local watchmaker do the work--try to choose one that
has adequate experience dealing with luxury watches, not one that only
knows how to change watch batteries.
If you have a question that has not been addressed above, please feel free to contact us.
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