Refunds can only be processed back to the same account that was used to place the order on our website.

Yes, we welcome retailers and distributors who are interested in carrying our products.

Please email to info@aquaticowatch.com and one of our representatives will contact you as soon as possible.

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this to any third party.

When processing your order online we require your name, email, billing address, shipping address, telephone number, credit card number, CSV code and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

We may use your contact details to inform you of the latest products and new arrivals as well exclusive discounts. If you would prefer not to receive these updates, you can unsubscribe in your account preferences or contact the here Customer Support Team by clicking here to be removed.

We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.

Unfortunately, we do not have installment payment options.

You may, however, contact your bank to see if they are able to assist in having the repayment of your purchase be completed in installment. Some banks offer this option and you may contact your bank if this can be offered for your purchase.

Absolutely! Our website uses Secure Socket Layer (SSL) technology to help ensure that your shopping experience is safe. This encrypts and protects the data you send to us over the internet. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method.

Please be aware that refunds can take up to 5-7 working days to processed once received.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

All orders placed on our website are processed & shipped within 3 business days (excluding weekends and holidays). If you have placed the order during the weekends or holidays, your order will be processed within the next business day.

Once processed, you will receive another notification when your order has shipped that will include the tracking number for you to be able to track your shipment. Once shipped, delivery can take between 5-10 business days to be received.

*Delivery time may vary in cases of situations beyond the control of the courier (e.g. Customs Clearance, severe weather conditions, government lockdown, movement restriction policies, etc).

An email will be sent out containing the tracking details of your order once your shipment has been shipped out and collected by the courier. You can simply click on the tracking link within the email to monitor your shipment anytime.

We do not ship to APO/FPO and PO BOX addresses and a valid physical address is required in order to process your order.

We also do not ship to ships, fairs, trade shows, exhibitions, hotels, campsites or transitory addresses nor to building sites or mobile sites.

For mail forwarding company deliveries, be advised that we will not be held liable for the mishandling of delivered shipments by these establishments. The recipient is responsible for ensuring the address provided includes a valid name during delivery and monitoring of its shipment. Any lost shipment due to incomplete details provided will not be replaced.

If you need to update your order information, please contact us immediately at info@aquaticowatch.com.

Once our warehouse has processed and shipped your order, we will be unable to make any changes.

If no one was present at your specified shipping address during delivery, the courier will normally leave you a contact card with instructions on how you may request redelivery or directions on the the nearest hub where you may collect your package personally (self-collection).

If you did not receive any card or note from the courier, do not worry. Simply contact the courier via their hotline number and provide the tracking number from an email that you received from us. Once this information has been provided to the courier, they will assist in having redelivery done for you.

Our partner couriers are committed to delivering all orders within 3-5 business days (excluding weekends and public holidays). However, sometimes it may take a little longer for some orders to arrive.

Here are a few possible causes for delayed deliveries:

More time is needed for local customs processing.
The local customs is awaiting payment of your duty/tax/VAT before delivery.
The courier cannot locate your address because the address provided during checkout is wrong or incomplete.
Inclement weather or other local conditions may disrupt transport routes.

All shipments sent out from our warehouses are insured against loss and theft. In the event of a lost parcel, we will get in contact with the courier. If they confirm that the package is lost or stolen, you will be offered a replacement or a refund.

For shipments to the US, any order below the value of US$800 is not taxed. Orders valued higher than this will be taxed by the customs of the US and are not covered by our free shipping services.

For all other countries not mentioned above, be advised that the prices on our website are non-inclusive of local tax, VAT, import fees or other shipment clearance costs which may apply depending on where you are. Any charges applied upon import are the customer's responsibility and must be paid by the customer.

All orders placed on our website are shipped from our warehouse located in Hong Kong or Shen Zhen.

Orders shipped out are estimated to arrive within 5-10 business days (not including weekends and public holidays).

*Delivery time may vary in cases of situations beyond the control of the courier (e.g. Customs Clearance, severe weather conditions, government lockdown, movement restriction policies, etc).

Apart from providing valid delivery addresses and contact information in English, shipment bounds for Taiwan , Indonesia and South Korea requires additional information for customs clearances.

Taiwan: A copy of the National ID
South Korea: Personal Customs Code
Indonesia: NPWP number

This information should be filled in on the checkout page or provided to us via email at info@aquaticowatch.com. Be kindly advised that if this information is not provided, it will lead to the delay of your order due to customs clearance.

If you are planning to order more than 30 watches, please contact us at info@aquaticowatch.com

All orders placed on our website are processed & shipped within 3 business days (excluding weekends and holidays). If you have placed the order during the weekends or holidays, your order will be processed within the next business day.

Once processed, you will receive another notification when your order has shipped that will include the tracking number for you to be able to track your shipment. Once shipped, delivery can take between 5-10 business days to be received.

*Delivery time may vary in cases of situations beyond the control of the courier (e.g. Customs Clearance, severe weather conditions, government lockdown, movement restriction policies, etc).

Important Note:

Email or notifications containing the tracking details of your shipment may sometimes be filtered by your junk mail settings. Please kindly double-check both your inbox & junk mail folder if you have received your shipment details. If you have not received any tracking details within 3 business days of placing the order, you may contact our Customer Support Team at info@aquaticowatch.com who can resend the details to you.

Once an order has been successfully placed on our website, an automated message with the details of your order is sent to the email that was provided when the order was placed. This is normally sent within 10-30 minutes once the order has been placed.

However, be advised that in some cases our emails may unintentionally be filtered by your junk mail settings. It would be best to check both your junk mail folder and inbox in such cases. In the unlikely event that you have not received the confirmation email containing the details of your order, you may contact our Customer Support Team at info@aquaticowatch.com and provide the following details.

Full name
Email address used to place the order
Item ordered
Our Customer Support Team will get back to you within 1-2 business days to locate your order and provide you more details about your order and resend your order confirmation details.

Once the order has been shipped out, the order can no longer be canceled or rerouted. The item must instead be returned to us according to the guidelines provided in our Refund Policy.

Simply contact our Customer Support Team at info@aquaticowatch.com once the watch has been received so that we can provide assistance on how you can return your order.

Prior to shipping our watches out from our warehouse, each order undergoes final quality checks to ensure that the watch is not only in pristine condition, but it’s also in good working condition without faults.

However, in the unlikely event that you’ve received a defective timepiece, please contact our Customer Support Team by clicking here and provide the following information.

1. Order Number / Email Address used to place the order
2. A short description of the problem you have experienced.
3. A picture or a short 20 MB video showing the problem (for movement problems, kindly send a video)

Our team will investigate the matter and will respond to your inquiry within 1-2 business days to assist you in this matter.

We are sorry to hear that there has been an issue with your new timepiece and that your watch arrived without any power in its batteries. Prior to shipping, we ensure that all watches are working in good condition including the batteries within the watch. Most watch batteries can last over 2 years from when they’re first put into the watch. If the watch stops functioning, this is most likely due to a prematurely dead battery cell which just needs to be replaced.

In this case, we would suggest taking your watch to a local jeweler watchmaker to have them replace the battery. We will be more than happy to refund the cost of the replacement by simply providing us a receipt of the cost of replacing the battery by contacting our Customer Support at info@aquaticowatch.com

Once an order has been successfully placed on our website, an automated message with the details of your order is sent to the email that was provided when the order was placed. This is normally sent within 10-30 minutes once the order has been placed.

However, be advised that in some cases our emails may unintentionally be filtered by your junk mail settings. It would be best to check both your junk mail folder and inbox in such cases. In the unlikely event that you have not received the confirmation email containing the details of your order, you may contact our Customer Support Team at info@aquaticowatch.com and provide the following details.

Full name
Email address used to place the order
Item ordered
Our Customer Support Team will get back to you within 1-2 business days to locate your order and provide you more details about your order and resend your order confirmation details.

In the unlikely event that you’ve received an incomplete shipment, please contact our Customer Support Team immediately at info@aquaticowatch.com and provide the following information.

1. Order Number / Email Address used to place the order.
2. An image of the full contents of your shipment and the courier packaging.

Our team will investigate the matter and will respond to your inquiry within 1-2 business days.

Once your package has been received at our warehouse, it is first queued to processed and inspected before we proceed in approving or disapproving any returned items.

While we do our best to to ensure that your return request is processed as swiftly as possible, it is possible that this process may take 5-7 business days to completed. Your kind patience is greatly appreciated.

In the very rare event that you’ve received something you haven’t ordered, please contact our Customer Support Team at info@aquaticowatch.com and provide the following information.

1. Order Number / Email Address used to place the order
2. Image of the product that you have received
3. Image of the watch tag that shows the model of the watch

Our team will investigate the matter and will respond to your inquiry within 1-2 business days. If you have received an incorrect order, we will do our best to offer a swift solution and have it replaced.

We’re sorry to hear that you are not happy with the watch you have received as a gift.

Regretfully, we do not offer to exchange watches. Instead, if the watch was purchased from us directly, it can be returned within the first 14 days of purchase for a full refund. Be advised that returns must completely comply with our Refund Policy.

Refunds will also be established only on the same account used to place the order.

If the watch you want to return was not purchased from us directly, it must be returned directly to the retailer it was purchased from in accordance with their respective returns and refunds policy.

If you are not happy with something you bought from us, we’ll take it back as long as it is within 14 days of receiving it from purchasing from our website.

However, there are a few important things to keep in mind when returning a product you purchased online from our website.

You have a maximum of 14 calendar days to return the unused watch from the date you received it.
The returned item must be in:
Unused/unworn condition
In its original and resalable condition with any tamper-evident label still attached.
In its original packaging supplied with the purchase.
For adjusted stainless steel straps, removed links must be re-inserted in their original position.
If all the above conditions have been met, please kindly contact our Customer Support Team at info@aquaticowatch.com so they can assist in providing you the necessary steps to return the watch.

Important Notes:

Only items that have been purchased directly from our website can be returned to us. Watches purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
We have the right to refuse and process returned items that do not meet the conditions set.
We will not bear the cost of the return shipment unless you have been sent an incorrect or defective product.

All timepieces purchased directly from us or from any of our authorized resellers/retailers/partners are warranted against any manufacturing defect for a period of 12 months from the date of purchase (the “Warranty Period”) subject to the following conditions.

EXCLUSIONS AND LIMITATIONS

Your International Guarantee does not cover, notably:

1. Defects and damages resulting from misuse or negligence, or from accident
2. Battery, case, crystal, strap, or bracelet
3. Defects and damages caused by improper use, alterations, tampering, dismantling or unauthorized modifications or repairs
4. Water damage unless marked water-resistant

If your watch is returned during the Warranty Period, any component found by our technical services to be defective as a result of a manufacturing defect will be, at our sole discretion, repaired or replaced free of charge. Upon expiration of the Warranty Period, any services or repairs will be subject to a service charge.

You are responsible for transportation costs, including but not limited to postage, insurance & packing materials. We recommend that any shipment to us or our authorized service centers include certified delivery and insurance.

In the unlikely event that you are having problems with your watch and would like to have the watch serviced for warranty, you may email to our Service Request info@aquaticowatch.com

Our Customer Support Team will assist and provide you with detailed steps on how the watch can be sent towards our Authorised Service Center where the watch can be thoroughly inspected within 1-2 business days of submitting your details.

Watches are made of intricate parts in which problems are hard to determine simply by explaining what we can physically see as a fault.

For example, when a watch is running slower or faster, it’s possible that the fault could be the movement. On the other hand, it’s also possible that the problem could be the movement being accidentally magnetized which can cause movement to run slower or faster.

Another example is when a watch is accidentally dropped and the glass is shattered. Apart from the visible physical damage, it’s possible that the movement may have also been compromised. These are damages that may be too small which our human eyes may not be able to detect.

Our authorized service centers are equipped with the expertise and tools to do a through diagnostic check on your watch to determine every fault that may be present. Only after a thorough assessment has been made can plans on what parts needs to be repaired and how to complete it. Therefore we highly suggest contact our team by filling up the Service Center Request Form by clicking here so you can be directed to the nearest service center that can assess your watch for repairs.

Watch repairs take approximately 6-8 weeks to be inspected and repaired. This is to ensure that your watch is repaired and thoroughly tested to be in good working condition prior to its return to you.

At the present moment, we have three main service centers located in the UK (For UK and EU based customers), the US (For our US, Mexico, and Canada customers), and Hong Kong (rest of the world based customers). Depending on where you currently are, our team will be directing you to these repair centers.

Prevent exposing your watch to shock or impact. Although all of our watches are tested for impact resistance, you should still avoid violent shocks to your watch. Apart from damaging its appearance, this can cause premature wear in materials and components, which may affect the performance of the watch.

You should also prevent exposing your watch to magnetic fields. Avoid leaving your watch close to equipment that can produce strong magnetic fields such as speakers, refrigerators, mobile phones, or magnets as these may affect the performance of your watch. A magnetized movement will cause your watch to run erratically fast or slow.

Yes, we do and you can check our collection page for all the available straps that can fit your watch.

Please kindly ensure that you check the correct width of your strap prior to purchasing.

To charge the lume of your watch, simply expose it to a light source (preferable those with UV rays) in order to ‘charge’ the lume of your watch.

As leather is naturally a porous material, you should prevent the leather straps from coming into contact with oily substances, solvents, detergents, or cosmetics. You should also limit its exposure to water regardless of whether the strap is water-resistant or not. By doing this you will be able to help prevent discoloration or premature aging of the material.

To clean your leather strap, follow these steps:

Remove the strap from your watch and use a dry microfiber gently wipe both sides. Doing this will ensure any trapped dirt will not scratch the leather.
Next, dampen — do not soak — a microfiber cloth and apply a tiny drop of mild hand soap or saddle soap to the cloth (about the size of half a dime). Do not aggressively rub the leather back and forth; instead, use tapping movements and wipe in gentle circles, applying light pressure and paying attention to spots with dirt.
With a second damp microfiber cloth, gently wipe (not rub) the leather clean. Don’t use too much water, as it can cause damage to the leather.
Give the strap plenty of time to fully naturally dry before wearing it again. As an option, treat the leather with your favorite leather oil or conditioner to soften and protect it. keep it’s lustrous look. Just like skin, it can easily dry so it’s best to use a leather conditioner to keep it soft and supple.

You may visit our online instruction manual library by clicking here.

In the event that you are unable to find an online manual for your watch, please contact our Customer Support Team at info@aquaticowatch.com who will do their best to assist you with your inquiry.