SUPPORT

ORDERS AND DELIVERIES

Did you receive my order?

If your payment has been deducted, we have received your order and your order will be processed.  Your order confirmation will be sent to your email address that you have provided when placing the order.  If you have not received a confirmation, please check if our email end up in the spam filter.  If not, please contact us at westitudewatch@gmail.com.​

How can I change my order?

We aim to send out all orders we receive within 3 business day.  Only if the order has not yet been packed and shipped we can still change the order.  Therefore, please contact us as soon as possible. ​

 

How can I cancel my order?

If your order has not been shipped, we are still able to cancel your order.  Please contact us as soon as possible.

 

I have provided a wrong or incomplete address. How can I change this?

We aim to send out all orders we receive within 3 business day.  Only if the order has not yet been packed and shipped we can still change the order.  Therefore, please contact us as soon as possible. 

 

​How can I follow the status of my order?

We offer free shipping worldwide.  When your order is processed, we aim to send out your order within 3 business days.  After your order is shipped out, you will receive the tracking information by email that you have provided us.  For international shipping, it will take about 8 – 15 business days (exclude local custom clearance).  Some countries do take longer delivery time.   Do note that custom duty charges vary from individual country and will be payable by the buyer.  Please contact us if you did not receive your order and we will track your order for you.

 

I live in the USA. Can you also deliver to my country?

Of course!  We offer free worldwide shipping.

 

Must I be home when the package arrives?

Our shipping partner requires a signature as a proof that you have received the package.  If you are not at home and there is nobody else to receive on behalf, they will plan another delivery time.​​​

 

DELIVERY STATUS​

 

I have not yet received my package​

We offer free shipping worldwide.  When your order is processed, we aim to send out your order within 3 business days.  For international shipping, it will take about 8 – 15 business days (exclude local custom clearance).  Some countries do take longer delivery time.  Please contact us if you did not receive your order and we will track your order for you.

 

I have not received an order confirmation email​

If your payment has been deducted, we have received your order and your order will be processed.  Your order confirmation will be sent to your email address that you have provided when placing the order.  If you have not received a confirmation, please check if our email end up in the spam filter.  If not, please contact us at westitudewatch@gmail.com.

 

CHANGES AND RETURNS​

 

I would like to return my product​

From the moment you receive your product, you have 14 days to return it without any need to explain your reasons for the return. The product and packaging must, however, be returned in the same conditions as you have received it. Be aware that we offer free delivery to our customers, however, the shipping costs for returns are covered by the buyer himself.  Goods sold are not refundable.  Please contact us and we will advise you accordingly.

Are there costs linked to returning a product?

Yes, returns are at the cost of the buyer.  If you wish to return a product, we advise you to return it in the same box you have receive.  Please contact us and we will advise you accordingly.

How can I change a product?

​From the moment the product arrives, you have 14 days to change the product without need to provide any reason. The watch must be returned in the same packaging and conditions as you have received. Be aware that we offer free shipment to our customers, but the return costs for changing an order is covered by the buyer.  Goods sold are not refundable.

I have received a damaged or defect watch

We carefully check all watches before they are shipped.  From the moment you receive your product, you have 14 days to contact us regarding the damage/defect.  We do not offer full refund and our watches are covered with one (1) year warranty.  You may send the product back to us and let us check and verify the issue.  Be aware that we offer free shipment to our customers, but the return costs is covered by the buyer.   If the damage is due to watch movement, , we will send a replacement unit.  Please contact us at westitudewatch@gmail.com within 14 days. 

WARRANTY AND REPAIRS

How long is the warranty period of my WESTITUTE watch?

We offer a one (1) year warranty from the date of purchase. The warranty covers the most common production and material defects. The warranty does not apply in the following cases:

- The product has been damaged due to carelessness or improper use (such as dropping or scratching) by the buyer.

- Damages caused by repairs or adjustments carried out by a third party without prior consent from WESTITUDE.

- The rupture or damages caused by water or fire (contact with water should be avoided).

- External changes caused by normal use of the product, such as colouring of the leather straps, scratches on case or glass of the watch etc.

- Replacement of battery, also not if the battery needs replacement during the warranty period.

I have a problem with the watch. How do I know if the warranty applies?

In most cases, defects to the movement, case or glass are covered by the warranty. If in doubt, we advise you to contact us. The warranty does not apply in the following cases:​

 

The product has been damaged due to carelessness or improper use (such as dropping or scratching) by the buyer.

- Damages caused by repairs or adjustments carried out by a third party without prior consent from WESTITUDE.

- The rupture or damages caused by water or fire (contact with water should be avoided)

- External changes caused by normal use of the product, such as coloring of the leather straps, scratches on case or glass of the watch etc.

- Replacement of battery, also if the battery needs replacement during the warranty period.

How can I claim the warranty?​

If you believe the damage or defect is covered by the warranty, please send an email to our customer support at westitudewatch@gmail.com with a copy of your warranty card, description and photos of the problem.

© 2020.  Westitude Watch

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