FAQ

 

HOW CAN I TRACK MY CONSIGNMENT ON-LINE? HOW DO I FIND THE CONSIGNMENT NUMBER?


You should receive the consignment number by email on the day of dispatch. Within three business days thereafter, you will receive an email with a tracking link, as it takes 2 to 3 business days to show online.

You can track the consignments following this link: www.17track.net/en

- the customer is responsible for the accuracy of the data provided by them for delivery purposes
- the customer is responsible for dealing with the customs and tax formalities in their country
- the customer receives a consignment number; in case s/he cannot be reached by the delivery service in their country, s/he is obliged to contact the company in order to agree on the delivery of the consignment
- if the customer fails to comply with the conditions and the consignment is returned to us as undelivered, s/he is 
only entitled to refund in respect of the goods as soon as the consignment is back in our hands
- if the consignment is not picked up by the customer and it is consequently returned, the customer is liable to the compensation for the re-delivery service



How CAN I RETURN OF GOODS – WITHDRAWAL FROM THE CONTRACT?

 
You have the right to withdraw from the purchase contract without giving a reason within 14 days of receipt of your goods. Will refund all payments received from you, including costs of first shipping.

Please return the item in the exact condition it was shipped to you. If there are any signs of wear, we will refuse the return. You are responsible for the cost of return shipping. There is no restocking fee. Please see below for return instructions. 

Watches must be returned to us in brand new condition with all protective plastics/tape, hang tags and accessories intact. Until you are positive you will be keeping the watch, do not wear it. It is almost impossible for a watch to be worn, even for a short period of time, and for the watch not to be blemished or scratched in any way.


RETURN INSTRUCTION:

  • If you are located outside the Czech Republic, you need to ship with the carrier of your choice and pay for the return postage. For customs purposes, make sure you declare the item as a “return timer” to ensure we do not pay taxes on the return. Note: Any taxes you might have paid for delivery will not be reimbursed. Once the return is received, please allow 14 business days for the return to process.

  • Wrap the goods into the original packaging, so that it does not get dirty or damaged on its way to us.
  • The shipment should include:
    • copy of the invoice or ref. no. of the order
    • particular reason for returning the goods in a filled-in complaint form / download here: Contract withdrawal form
    • bank account number, which the money should be refunded to
    • your contact - phone or email
  • If you are not sure about anything, call us to: +420 775 580 921.
  • Only economical shipping costs will be reimbursed. Please ask the retailer about the shipping costs in advance. Send the shipment to the address: Eva Illésová, Radvánovice 89, 511 01, Turnov, Czech Republic. We do not reimburse express shipping and we do not accept goods sent as cash on delivery.

     

What we will arrange for:

  • The refund will be carried out once we receive the returned order
  • If the goods is returned undamaged, we will refund the money to your bank account within 30 calendar days 

How TO SEND A CLAIM?

 
The warranty for the goods is 24 months for european union countries, 12 months for other countries in accordance with valid legislation (Commercial Code, Civil Code, etc.). After six months, the customer must prove that the defect already existed at the time of taking over the goods.

Warranty covers:
  • Manufacturing defects
Warranty does not cover:
  • Finishes such as (but not limited to) scratches, nicks, coatings, etc.
  • Crystal or glass damage
  • Damage due to wear and tear
  • Damage resulting from wear under conditions exceeding the manufacturer’s water resistant rating.
  • Damage due to physical shock and/or accidental abuse.

What is up to you:

  • If you are located outside the Czech Republic, you need to ship with the carrier of your choice and pay for the return postage. For customs purposes, make sure you declare the item as a “return timer” to ensure we do not pay taxes on the return. Note: Any taxes you might have paid for delivery will not be reimbursed. 

  • Wrap the goods into the original packaging, so that it does not get dirty or damaged on its way to us
  • The shipment should include:
    • copy of the invoice or ref. no. of the order
    • described reason of the complaint in a filled-in complaint form / download here: Warranty form
    • your contact - phone or email
  • If you are not sure about anything, call us to: +420 775 580 921.
  • Only economical shipping costs will be reimbursed. Please let us know about the shipping costs in advance. Send the shipment to the address: Eva Illésová, Radvánovice 89, 511 01, Turnov, Czech Republic. We do not reimburse express shipping and we do not accept goods sent as cash on delivery.

What we will arrange for:

  • You will get our decision usually within 14 days, but no later than 30 calendar days after the receipt of the goods.
  • Accepted claims will be resolved by repair or exchange of the goods. In case a repair or an exchange is not possible, we will send you a full refund to your bank account.
  • You are entitled to postage reimbursement only in case your claim is recognized.
  • If we reject a complaint, we will send the goods back to you with our specific explanation at your expense.


How to proceed if I want to order goods tax-free?

 
It is not possible to refund the tax once the order has been paid and the goods delivered!

In case you accidentally make a purchase with the tax and request a refund, we must cancel the order and give you back the whole amount. Afterwards, you can place a new order according to the above-mentioned instructions for non-EU customers:

Customers from non-EU countries  are exempted from the VAT. You have just registered as a new customer and selected the option of a non-EU country customer. The applicable prices will be therefore adjusted based on 0% VAT 

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