Shipping &
returns.
Information for international orders. Nothing in this policy limits mandatory consumer rights that apply in your location.
Processing and delivery
Orders are processed within 3–5 business days after payment confirmation. Orders placed on weekends or public holidays are processed on the next working day. Standard international shipping generally takes 12–25 business days after dispatch. Delivery times may vary because of customs clearance or local carrier handling. Tracking details are sent by email when the parcel is dispatched.
Shipping cost, duties and taxes
Standard worldwide shipping is free for orders over US$99. Orders under US$99 are charged the shipping fee calculated at checkout. Custom Watch Studio, as seller, will bear applicable duties, import taxes, brokerage charges and destination-country delivery charges for global orders. Any exception will be stated before the order is accepted.
Loss, damage and delivery failure
If tracking indicates that a parcel is lost, contact hello@customwatchstudio.com within 30 calendar days after shipment. If a watch arrives damaged or accessories are missing, send clear photographs and an unboxing video within 7 calendar days after delivery. If a parcel is returned because of an incorrect address, an unreachable recipient or refused customs clearance, the customer is responsible for return and reshipping costs. Delays caused by customs, strikes, natural disasters or other events outside our reasonable control may occur.
Returns
Eligible standard watches may be returned within 30 calendar days after delivery. The watch must be unused and returned with its original box, straps, tags and accessories, without scratches, dents, water damage or wear. Personalized engraving, customized dials, customized straps, Final Sale items and orders outside the return period are not eligible for change-of-mind returns, to the extent permitted by applicable law.
Return process and refund
Contact us before sending anything back. If a return results from our error or a confirmed defect, we will cover the applicable return shipping cost. For a change-of-mind return, the customer covers return shipping and any disclosed restocking charge. After inspection, an eligible refund is processed within 5–10 business days to the original payment method.