[vc_row gap=”10″ type=”container” padding_top=”” padding_bottom=””][vc_column][vc_column_text css=”.vc_custom_1690177886950{margin-top: 2em !important;}”]

Delivery Information

FAQs & Contact Info | Shipping Rates | Shipping Method | Shipping Time Frame

[/vc_column_text][/vc_column][/vc_row][vc_row type=”container” padding_top=”” padding_bottom=””][vc_column width=”1/2″ css=”.vc_custom_1538616916819{padding-top: 5% !important;padding-left: 10% !important;}”][vc_text_separator title=”Frequently Asked Questions”][vc_toggle title=”How long does it take for me to receive the items I ordered?”]It will take on average 4~5 days for you to receive the item, depending on your location, once you receive the tracking number via email. It will take 1~2 days for us to ship the item once the order is placed. So all together you can count 7-10 business days from the date you place the order to the day it showed up on your doorstep. For detail delivery time frame please refer to the table below.[/vc_toggle][vc_toggle title=”Where is the item coming from?”]We generally ship the item to you from the country you placed the order. if the order is placed in the USA, we will be shipping it from our Hudson Texas warehouse. If it is placed in Australia, we will be shipping it from Sydney or Melbourne.

Occasionally if the item is out of stock in one location, we will get the stock from other warehouses. Currently, we are running five warehouses, Sydney, Melbourne, Hudson, Hongkong, Singapore and Germany.

In this situation, we will also try our best to save the customs duties. We will send you an email asking for permission if it happens. By default we will under-declare the product value if it is too high, to avoid incurring import tax. Please do not be alerted if you see the parcel coming from overseas with an under-declared value. Alternatively, if you wish to pay the import duties and record the correct value of items on your parcel, you can contact us immediately after the receipt of the notification email.

We will not be responsible for any import duties or taxes.[/vc_toggle][vc_toggle title=”What could delay my order?”]Despite the fact that we are doing everything we can to ensure all orders are dispatched and delivered on time. Here are some facts that can cause delay.

item being sold just become unavailable
item needs battery change, package damaged needs to be replaced
customers require customization before shipping, engraving for example.
general delay issues caused in the delivery process, items lost or damaged
by public holidays and weather/natural causes

Please be aware that for items that require batteries, the battery was placed inside the item since it was manufactured. the period between its sales and its production could vary drastically from item to item. We cannot guarantee that the battery will last you a good 1 ~3 years once you receive the item. But we will dully replace the battery if it is drained upon its sale or while it’s on the shelf. However please understand the battery is not covered under warranty and it is not defective if the battery died on you upon arrival for example.

Occasionally, natural causes or accidents can cause delays in delivery. On such occasions, we will be notifying the customers via email.

We keep updating our inventory to ensure that all items are available but sometimes the item you purchased may not be in stock. We will notify you immediately if it is the case. A refund or a replacement of a similar value item will be offered.[/vc_toggle][vc_toggle title=”What if I have changed my mind about the purchase?”]We want to inspire and delight you with your purchase, so if for any reason you are not satisfied with your purchase, you may return it within 30 days of delivery for a full refund, subject to meeting the requirements of our refund policy.[/vc_toggle][vc_toggle title=”What if my item is faulty?”]If the item you have received is faulty, please contact us directly at [email protected] or via online chat. We are deeply sorry for the inconvenience, we will resolve the issue as quickly as possible.

We generally require you to report any issues with the watch within 5 business days of receipt of the delivery. Photos and videos are always required as evidence to support your claim. To speed up the process, please collect and send in all the evidence with your request. Once received, we will send you a return paid label with an authorization code. You must return all items, including the original box, paper works if you request a full refund. We cannot act on your refund request without issuing authorization first.[/vc_toggle][vc_toggle title=”What if the item I received is not the one I ordered?”]If you have received an item different to the one that you purchased, please contact our support team via email [email protected] with your order details. We will resolve the issue as quickly as possible.[/vc_toggle][vc_toggle title=”How do I return my purchase?”]Please contact our support team at [email protected], and we will resolve the issue as quickly as possible.

Items should be returned with the original product tags attached and with all paperwork (such as instruction booklets, manuals). We encourage you to keep the bubble wrap for better protection in transit.

We encourage that returned items are insured during delivery (such as Australia Post ‘Extra Cover’) to safeguard against loss. OzWatches will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective upon arrival. We will send you a return label in this case.

All returns, whether it is a repair or a refund must receive our authorization prior to the item being sent back.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item. We strongly recommend you take some photos of the items you sent prior to shipment.[/vc_toggle][vc_toggle title=”When will I receive a refund?”]We will process your refund within 1 business day once the return request is approved and the returned product is received and checked by our QA team. We will send you a screenshot of the refund from our payment portal. It may be additional days for the fund to reach your account, depending on your banking institution.[/vc_toggle][vc_toggle title=”How will I be refunded?”]We refund you the same way that you initially paid for your order. For Credit Card and PayPal payments, your refund will be credited into the same account your payment originated from.[/vc_toggle][vc_toggle title=”Can I pick up the item from your store?”]Unfortunately, we cannot do pick up. We only have warehouse facility to dispatch and receive shipments. Commercial stores cost much more to maintain and we do not have enough margin to operate one.

However, if you need any stock urgently. You can contact us directly and we will try our best to get it over to you asap.

Also there are many delivery options from different couriers, some do offer for the parcel to be picked up from your local stores. Please kindly refer to the website information and tracking information from the corresponding couriers that we use to ship your item.[/vc_toggle][/vc_column][vc_column width=”1/2″ css=”.vc_custom_1538616928945{padding-top: 5% !important;padding-right: 10% !important;}”][vc_column_text]

Phone

For all customer questions

1300083226

Email

[email protected]

Opening Hours

Our customer team is based in Sydney, Australia. Our opening hours are Monday to Friday 9am to 6pm (AEST)

[/vc_column_text][vc_separator color=”” type=”normal” thickness=”” up=”” down=””][vc_column_text]

Sometimes our customer support may be busy and not able to answer your call immediately, free feel to browse our FAQs to see if the answer to your question is there. We apologise for the delay and will respond to your query as soon as possible.

[/vc_column_text][/vc_column][/vc_row][vc_row type=”container” padding_top=”” padding_bottom=””][vc_column css=”.vc_custom_1538650588489{padding-right: 5% !important;padding-left: 5% !important;}”][vc_empty_space][vc_text_separator title=”Shipping Rates”][vc_table vc_table_theme=”classic_pink” el_class=”shipping rate table”][borders_all;14px;b]United%20States%2C%20United%20Kingdom%2C%20Australia%2C%20Hong%20Kong,[14px;b]Zone%201,[14px;b]Zone%202,[14px;b]Zone%203,[b;14px]Rest%20of%20the%20World|[14px]Free%20Express%20DHL%20When%20Ove%20%24150%3B%20Else%20%2418%20Shipping%20Fee,[14px]%2428,[14px]%2438,[14px]%2448,[14px]%2458[/vc_table][vc_tta_tabs style=”modern” color=”juicy-pink” active_section=”1″ css_animation=”none”][vc_tta_section title=”Zone 1″ tab_id=”1538648266372-7cfb7ff3-92bc”][vc_column_text]

Zone 1 Countries:

Brazil, Canada, China, Indonesia, Japan, Macao, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam[/vc_column_text][/vc_tta_section][vc_tta_section title=”Zone 2″ tab_id=”1538648266449-0a4dae76-e3b8″][vc_column_text]

Zone 2 Countries:

Croatia, Egypt, Finland, Greece, India, Ireland, Italy, Luxembourg, Malta, Mexico, Monaco, Morocco, Norway, Pakistan, Poland, Romania, Russia (81 of 82 regions), Spain, Sweden[/vc_column_text][/vc_tta_section][vc_tta_section title=”Zone 3″ tab_id=”1538648413399-daf8d08f-2ff8″][vc_column_text]

Zone 3 Countries:

Ecuador, El Salvador, Germany, Guatemala, Iran, Islamic Republic Of, Israel, Mauritius, Netherlands, Peru, Qatar, Saudi Arabia, Serbia, Sri Lanka, Turkey, Ukraine, United Arab Emirates, Uruguay[/vc_column_text][/vc_tta_section][/vc_tta_tabs][vc_empty_space][vc_text_separator title=”Shipping Method”][vc_column_text]

Australia, New Zealand Customers:

The order generally is sent from our Sydney and Melbourne offices, we will ship the products using Couriersplease, Aramex, Star Trek and Australia Post.

We sometimes ship items via DHL if the item is not in stock in Australia, DHL Shipment comes from Hongkong, USA or Singapore, depending on availability.

If you do not wish it to be sent from Overseas, you can reply to the auto order confirmation email with your request and we will handle it accordingly.

USA, UK and European Customers:

The order is generally sent by local couriers, Fedex, USPS, UPS, Royal Mail. If it is not available locally we will ship it with DHL.

All returns must be reported to us via email and obtain authorization first before shipment. We will arrange the shipping details during this process.[/vc_column_text][vc_empty_space][vc_text_separator title=”Shipping Time Frame”][vc_column_text]Standard Shipping (free shipping for order over $150)[/vc_column_text][vc_table vc_table_theme=”classic_pink”]Shipping%20Type,Area,Time%20Frame,Shipment%20From,Authorized%20to%20Leave%2FPickup%20In%20Store,Tracking%2FSMS%20Update|Courerplease%2F%20Star%20Track%2F%20Fastway,All%20Capital%20Cities%20Metro%20Areas%20%0A(Sydney%2C%20Brisbane%2C%20Melbourne%2C%20Perth%2C%20Darwin%2C%20Auckland%20etc),2~5%20business%20days%20after%20tracking%20number%20provided%20via%20email,Sydney%2FMelbourne,Authorized%20To%20Leave%20option%20availble%20once%20you%20confirm%20in%20your%20sms%20reply.%0AAlternatively%2C%20you%20can%20select%20to%20pickup%20from%20the%20courier’s%20local%20partner%20stores.%0AOptions%20will%20be%20avaiable%20on%20couriers%20tracking%20website.,Tracking%20will%20be%20sent%20to%20your%20nominated%20email%20account.|Australia%20Post,Regional%20Australia%20and%20New%20Zealand%2C%20including%20but%20not%20limited%20to%20reginal%20NSW%2C%20VIC%2C%20QLD%20areas,5~10%20business%20days%20once%20tracking%20number%20provided,Sydney%2FMelbourne,Available%20as%20above%2C%20Pickup%20available%20at%20your%20local%20post%20office,Same%20as%20above|DHL%20Shipping%20if%20local%20stock%20not%20available,All%20areas%20in%20Australia%20%2F%20NZ,7~10%20business%20days%20once%20tracking%20number%20provided,Hongkong%2FSingapore%2FUSA,Generally%20DHL%20do%20not%20recommend%20to%20leave%20the%20item%20without%20signature.%20%0AIt%20is%20strongly%20recommended%20if%20you%20can%20contact%20them%20directly%20to%20arrange%20delivery,Same%20as%20above[/vc_table][vc_column_text]Express Shipping (available for some products or by request)[/vc_column_text][vc_table vc_table_theme=”classic_pink”]Shipping%20Type,Area,Time%20Frame,Shipment%20From,Authorized%20to%20Leave%2FPickup%20In%20Store,Tracking%2FSMS%20Update|Courerplease%2F%20Star%20Track%2F%20Fastway,All%20Capital%20Cities%20Metro%20Areas%20%0A(Sydney%2C%20Brisbane%2C%20Melbourne%2C%20Perth%2C%20Darwin%2C%20Auckland%20etc),1~2%20business%20days%20after%20tracking%20number%20provided%20via%20email,Sydney%2FMelbourne,Authorized%20To%20Leave%20option%20availble%20once%20you%20confirm%20in%20your%20sms%20reply.%0AAlternatively%2C%20you%20can%20select%20to%20pickup%20from%20the%20courier’s%20local%20partner%20stores.%0AOptions%20will%20be%20avaiable%20on%20couriers%20tracking%20website.,Tracking%20will%20be%20sent%20to%20your%20nominated%20email%20account.|Australia%20Post,Regional%20Australia%20and%20New%20Zealand%2C%20including%20but%20not%20limited%20to%20reginal%20NSW%2C%20VIC%2C%20QLD%20areas,2~5%20business%20days%20once%20tracking%20number%20provided,Sydney%2FMelbourne,Available%20as%20above%2C%20Pickup%20available%20at%20your%20local%20post%20office,Same%20as%20above|DHL%20Shipping%20if%20local%20stock%20not%20available,All%20areas%20in%20Australia%20%2F%20NZ,2~5%20business%20days%20once%20tracking%20number%20provided,Hongkong%2FSingapore%2FUSA,Generally%20DHL%20do%20not%20recommend%20to%20leave%20the%20item%20without%20signature.%20%0AIt%20is%20strongly%20recommended%20if%20you%20can%20contact%20them%20directly%20to%20arrange%20delivery,Same%20as%20above|Express%20Shipping%20is%20only%20available%20for%20some%20products%20and%20will%20appear%20in%20the%20shipping%20options%20if%20it%20is%20available.%20If%20the%20option%20is%20not%20showing%20in%20the%20dropdown%20or%20checkout%2C%20you%20can%20always%20contact%20us%20on%201300%20083%20226%20to%20request%20the%20express%20shipping.,,,,,[/vc_table][vc_column_text]

USA Europe and Other Regions

We use a combination of local couriers and DHL shipping to ship products, depending on availability. The time frame for all major cities is 5~10 business days once the shipment tracking is sent. You can always check your email or log in to your account if you require an update. Additionally, you can contact your local couriers if there is any delay.

Due to the changes in flights and road delivery networks, delays can happen from time to time. We appreciate your patience and would be more than happy to help if you have waited longer than the specified time period.

Please provide us with your Order number and name. It is best to reply to the automated emails if you have any questions in regard to the delivery.[/vc_column_text][vc_column_text]

Insurance

All items sent from OZ Watches will be fully insured against loss or theft. If you believe your parcel has been lost during transit, please inform us immediately and we will contact the shipping company to investigate. We will send out a replacement parcel once it is confirmed that the original parcel is lost by the shipping company.

The standard process time frame for insurance and investigation claims is 15 business days. This period is what the courier company require to conduct their search and produce a confirmation of the state of the product.

The refund or replacement request will be approved once we receive the approval of the claim. Your patience is highly appreciated in this matter.

Custom Duties

Although we are doing everything we can to help you avoid any customs duties. We cannot completely ensure that every international parcel that we shipped out will not incur customs taxes. We will do everything we can to help you avoid the taxes. But unfortunately, we will not cover the import duties.[/vc_column_text][/vc_column][/vc_row][vc_row type=”container” padding_top=”” padding_bottom=””][vc_column][vc_column_text][/vc_column_text][/vc_column][/vc_row]