FAQ

Origin

Where are our products manufactured?

We have a wide range of suppliers that are located across different parts of the world. These suppliers are not limited geographically as we source for parts from Asia, Europe, USA and other parts of the globe. Once we get the parts, we conduct quality control and assemble in our headquarters in Singapore.

 

Pricing

Are your prices inclusive of local taxes and import duties?

Our prices do not include import duties and other applicable taxes. These are the responsibility of the customer and will be billed to you by DHL or your local customs authority on delivery. 

 

Shipping and Returns

How much does Shipping cost?

We offer free worldwide shipping (excluding import duties and other applicable taxes).

What Shipping Services do you use?

In order for proper tracking and insurance coverage we use DHL to help provide optimum customer satisfaction.

Is it possible if you ship packages via EMS or a cheaper shipping method and lower my shipping cost?

We prefer to use DHL to ensure that we can effectively track your package and give you enough feedback on how the delivery is going. Other shipping services such as UPS or FEDX, we do not enjoy the benefit of lower corporate rates.

How do I know that my order has been shipped?

Once we have shipped your order, you will get a notification with a link attached to DHL. 

If I am not at home, will I still get my delivery?

Unfortunately, to safeguard your delivery, we will not leave the package at your door. The DHL driver will leave his or her contact details so that you can make arrangements for another time when you will be at home.

Can I track my order?

Yes, you can, the notification email will have the details of your order. You can head onto the DHL website and enter the tracking number to keep tabs on your delivery. 

 

What is Your Returns Policy?

We offer a full refund for products that are returned to us, less shipping fees. However, it is important that you meet the following criteria to be eligible for the refund:

  • You have to return the watch to us within 14 days of receipt. You need to attach the receipt with the returned watch.
  • You should have not worn the wristwatch or compromised it in any way.
  • The watch must be in a resellable condition.
  • All protective packaging and accessories attached to the witch are still intact.

As a business, we need to be able to resell any returned products. So if the watch has been worn and already has scratches or marks, we unfortunately cannot accept a return. 

What is the turnaround time for refunds?

You are allowed to return the watch within 14 days of receipt to get a refund, less shipping fees, if you are unhappy with the product.

How do I return a defective watch?

If there is any report of significant damage to your product it is best to contact us via email explaining the issue to us. We will be more than happy to give you a refund or exchange the product for a new one.

 

Warranty and Service

How long is your warranty?

We offer a 24 month/2 years warranty on our watches. We assure our customers that the automatic and self-winding feature will work perfectly from the date of delivery.

What is included in the warranty?

Any mechanical issues that are a result of issues during production or assembly. As mechanical objects with fine tolerances, it is inevitable that sometimes watches may have mechanical issues that only show up after some use. The warranty is intended to cover these issues

What does the warranty not cover?

There are a few things our warranty will not cover if there is a significant defect.

Firstly, if we realize that the impairment happened as a result of improper usage, then our warranty will not cover for this. Our mechanical watches sometimes have their fair share of issues based on their operation. However, in a case where you use the watch from rigorous activities such as, but not limited to, using a power drill, playing golf, go-carting and get damaged, the warranty will not cover for this. Ensure that you put the crown back into place or any defect that happens as a result will not be covered by warranty. It is important to be careful with the ETIEN watches.

Secondly, in any case where there are reissues, endeavor to reach us. The warranty will not cover any watch that has been modified or tampered with by any party. Therefore, if you find any significant issue, talk to us first.

Lastly, warranty doesn't cover scratches, strap wear and tear and other owner experiences with the watch. Although, if you find any of these defects in your delivery, you have every right to return it to us.

How often should I service my ETIEN watch and how does the process work?

To avoid any issue, it would be best to service your ETIEN watch every 5 -7 years. Although, no two issues are the same, therefore we will charge you based on eye scope of work. You can send us a message when it is time to service your ETIEN watch.