Frequently asked questions (FAQs)

TABLE OF CONTENTS:

1. CUSTOMER ACCOUNT
2. PLACING AN ORDER
3. ORDER STATUS AND RECEIPT
4. RETURNS, EXCHANGES AND COMPLAINTS
5. PAYMENTS
6. WARRANTIES
7. ENGRAVING
8. ADJUSTMENT OF THE WATCH BRACELET
9. VOUCHER
10. PRICE MATCHING

How can I create a customer account?

To create an account on Watchard.com, click "Sign in" at the top right of the page and then select "Create an account".

Can I place an order without creating an account?

Yes, there is no need to register in our shop. You can complete your purchase without signing in. Simply add the watch to your cart, then click "proceed to checkout" and "continue as guest". Enter your customer details, shipping information, and choose your payment method.

How do I place an order?

To place an order, choose the product you want and add it to your cart. You will then be redirected to a page where you can add an engraving and/or gift packing service. Next, proceed to the order summary. Complete the shipping details for the delivery address, select your preferred delivery method, and choose your desired payment method.

How do I cancel my order?

You can cancel your order by contacting our customer service through the chat window, by filling out the contact form (See the "Contact" tab at the top right of the website), by calling us at 22 642 89 42 or by sending an email to contact@watchard.com.

Where do I enter the discount code?

To apply a discount code, click on the shopping cart icon. Look for the big red "Proceed to checkout" button. Just below the button, you will find the option "Apply discount code". Enter your discount code in the provided field.

How can I receive an invoice for the company?

To receive a VAT invoice with your tax identification number (NIP), tick "I want a VAT invoice" in the last step of your order and fill in the form. Please note that once the order is completed, it will not be possible to change the invoice from your name to your company's name.

How do I change my order details?

You can change your order details by contacting our customer service through the chat window, by filling out the contact form (See the "Contact" tab at the top right of the website), by calling us at 22 642 89 42 or by sending an email to contact@watchard.com. Please note that it will be possible to change the data if the order has not yet been processed.

How will I know if a particular product is available at a brick-and-mortar shop?

All watches marked with "24-hour delivery" are in our warehouse and ready to be shipped from at least one of our boutiques. You can check the availability in the respective boutique on the product page.

What’s the shipping time?

The shipping time is specified next to each watch on our website. The lead time varies from 24 hours to 10 days for regular watches. If a watch is marked as "in stock, shipping within 24 hours" it means we can process orders immediately. The delivery time for custom-made watches is determined individually, so please get in touch with our staff for more details. You can find additional delivery information under Lead time.

Can I pick up my order in person?

Yes, you can pick up your order in person at our brick-and-mortar shop located in Warsaw at Aleja Witosa 31 (Panorama Shopping Centre, room 108), or at our Zegarownia Premium Boutique in Warsaw at Wybrzeże Kościuszkowskie 45. Just select your preferred collection location when placing the order.

When will my order be shipped?

When your order is processed, we will automatically send you an email with your parcel number for tracking.

Is my order ready for pick up?

We'll let you know when your order will be ready for pick-up. We usually send a text message, but if we don't have your phone number, we'll send the details to your email instead.

How can I track my order?

Once your order is processed, we'll automatically send you an email with the tracking number for your parcel. If you haven't received this email, please get in touch with our Customer Service.

How will I know if a particular product is available at the brick-and-mortar shop?

Watches marked as "Shipping within 24h" are available off the shelf at our boutique (in Warsaw at Panorama Shopping Centre at Al. Witosa 31, room 108). Some products are also available at the Zegarownia Premium Boutique located in Warsaw at Wybrzeże Kościuszkowskie 45. You can find information about the availability of a particular watch in the product card, just above the "Add to cart" button.

When will I receive my refund?

Refunds will be credited to the customer's account within 14 working days.

When will the product be exchanged?

As per the regulations, we have up to 14 days to process your exchange. However, we will make every effort to process your parcel as quickly as possible. Once the parcel has been processed, we will send an email confirmation to the provided email address. Please note that the exchange processing time also depends on the availability of the selected model of your watch.

How much time do I have to return the product?

Customers have 100 days to return an item purchased at Watchard.

How to make a complaint?

For the warranty procedure, please refer to the instructions on our website under Services and Complaints or follow the guidelines provided on the warranty card.

If you prefer, you can send the product back to our shop along with the proof of purchase and the notice of claim. Please ensure to mark the outer box as "COMPLAINT". HERE is the link to the free return option.

Please note that in case of mechanical damage, there may be a charge for the repair service. Additionally, if the complaint is found to be unfounded, the watch may be returned at the customer's expense.

I want to complain about a watch. Where should I send it?

You can send the watch to the warranty service as stated on the warranty card or directly to our shop at the following address: Zegarownia/Fabryka Zegarków Al. Witosa 31/115 Warsaw 00-710, Poland.

Is it possible to request a return, exchange or complaint at the shop?

Yes, you can request a return, exchange, or complaint at our boutiques. Just bring the product you purchased in our shop, along with the proof of purchase. If you need to make a warranty claim, don't forget to bring your warranty card as well.

What should I do if I receive a damaged or incomplete parcel?

If your parcel is damaged or incomplete, please contact our customer service through chat, contact form (See the "Contact" tab), phone (22 642 89 42), or email (contact@watchard.com).

How can I submit the exchange/return form?

Please include the exchange/return form in the parcel along with the returned goods. For detailed instructions, please refer to Terms of Exchange and Return.

What payment methods are available on the website?

We offer various payment methods, including online payments through PayU, Blik, Apple Pay, Google Pay, PayPal, Visa and Mastercard, as well as payments at brick-and-mortar shops upon delivery and prepayments by a traditional bank transfer. For more details, please refer to Payment methods.

What should I do if the payment fails after placing the order?

If payment fails, try placing the order again or contact customer service via chat, contact form, phone (22 642 89 42), or email (contact@watchard.com).

Can I pay by card upon delivery?

Cash on delivery is available in specific countries. Select your delivery destination country and check the availability of this payment method in the cart.

Is delivery free of charge?

The delivery is free of charge for orders above €100 with DHL service. For more information, please refer to Delivery types and costs.

Are watches covered by a warranty?

Yes, every watch purchased from our shop comes with a distributor's or manufacturer's warranty. All the details about the warranty services and the necessary steps for any complaints can be found under Services and Complaints.

Is there a warranty for the engraved watch?

An engraved watch does not lose the warranty, but it cannot be exchanged or returned.

What does the watch warranty cover?

The customer, based on the warranty card, can make a complaint about the watch movement. Some brands offer an additional warranty covering, for example, the crystal or the backlight.

What does the watch warranty not cover?

• Mechanical damage
• Wear and tear from normal daily use
• A watch serviced outside an authorised service centre
• Defects caused by improper use that does not comply with the manufacturer's manual and seller's instructions
• Battery usage

Note: Ingersoll watches have a lifetime warranty for both the movement and the elements of the case, also those resulting from the normal use of the watch (excluding batteries, leather straps and buckles).

What is the difference between a statutory warranty and a contractual warranty?

Fundamental differences between these two instruments:

• the statutory warranty is granted to each product, while the contractual warranty is an additional warranty whose conditions may differ for each product
• in a statutory warranty, the seller bears the primary responsibility for providing the warranty, while in a contractual warranty, the warrantor (usually the manufacturer or distributor) assumes the responsibility for offering the warranty coverage
• the statutory warranty period is 2 years, the period and conditions of the contractual warranty depend exclusively on the warrantor.

How can I request a warranty extension?

Once you add the watch to your cart, you'll have the option to extend the warranty, but please note that it's only available for selected products.

What are the conditions of the extended warranty?

In case of discovered defects the buyer can request a free repair or, if repair is not possible, a replacement, subject to the terms of the contract. If repair or replacement is not feasible, a refund will be provided. Note that the warranty does not cover battery replacement, wear and tear, or mechanical damage to components such as the strap/bracelet, case, crown, bezel, crystal, ornaments and strap attaching portion, or abrasion of external coatings.

What is engraving?

Engraving is the process of etching an inscription on the case back of the watch or on an attached plate. The engraving is performed with a Cormak laser engraving machine.

How do I request engraving on the watch?

Once you enter the cart, you'll find the engraving option available. You will find detailed step-by-step information under Engraving for free.

How long does it take to engrave a watch?

If you choose the engraving option, the lead time may be extended by 1-3 working days, depending on the number of orders.

What does the "inscription on a metal plate" mean?

If engraving on the case back is not possible, we provide an alternative by offering engraving on a decorative metal plate measuring approximately 5x10 cm, which is included with your order.

What are the conditions for making an engraving?

For orders with engraving service, prepayment is required. Please note that watches with engraving are not eligible for return or exchange. You can find all the terms and conditions related to watch engraving under Engraving for free.

Why can't I see the option to engrave the watch?

If you don't see the option to engrave the watch when adding it to your cart, it means that we do not offer engraving for that particular watch due to technical reasons.

Can I return the engraved product?

Engraved watches are non-returnable and non-exchangeable. Nevertheless, they still retain their warranty coverage.

How can I order a bracelet adjustment?

Once you add the watch to your cart, you'll have the option to shorten the bracelet. Please note that this service is only available for selected products.

Can I order a bracelet extension?

At the moment, we don't offer additional links for bracelets for sale. If you need a bracelet extension, please contact us via email and we'll check the possibility of ordering a link for you.

What are the conditions for ordering a bracelet adjustment?

Orders with bracelet adjustment service require prepayment. A watch with a shortened bracelet can still be returned or exchanged, but it is necessary to return the removed links along with the watch. Bracelet adjustments do not affect the warranty coverage.

Where can I buy a voucher?

We offer the purchase of vouchers and e-vouchers. You will find them all under Gift Cards - Vouchers.

What is the expiry date of the voucher?

The voucher is valid indefinitely.

Can a voucher be returned?

An unused voucher can be returned within 100 days from the date of purchase. The amount will be refunded to the payer's account using the same payment method that you used when ordering the voucher. If the value of your purchase is less than the value of the voucher, the remaining amount will stay on the voucher for future use. If the value of your purchase is more than the value of the voucher, you will be required to pay the remaining amount using one of the payment methods available on our website. Please note that if you return an order paid with a voucher, the refund will be applied to the voucher and cannot be exchanged for cash.

What should I do if the voucher doesn’t work?

If the voucher doesn’t work, please contact our customer service through chat, contact form (See the "Contact" tab), phone (22 642 89 42), or email (contact@watchard.com). Please have your voucher code ready.

How to redeem the voucher?

Each voucher has a dedicated code. To redeem a voucher, add the product you are interested in to your cart, then go into your cart and enter the voucher code in the "Apply discount code" section. It’s located under the red "Proceed to checkout" button.

How can I request a lower purchase price?

Below the red "Add to cart" button on the product card, you'll find a "Price negotiation" option. When you click on it, you'll be requested to fill in a form. Our staff will process your request and get back to you via email.

How long is the price-matching code valid?

The price-matching code, which entitles you to a discount, is valid for 3 days.