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How do I place an order?
To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the order. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your order.
Where can I enter my discount code?
Your discount code can be added to your cart which you will find if you click on “Go to Cart” in the upper right corner. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.
Was my order successfull?
If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our customer service.
How do I change or cancel my order?
Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped. You can either email or contact us by phone.
- How do I place an order?
I would start in the open state, due to using the `is-active` state class.
Which payment methods can I use?
You can choose to pay with credit or debit cards, PayPal or by invoice (Klarna is available in Sweden, Norway, Denmark, Finland, Germany, Netherlands and Austria). Payments made with credit or debit cards are made through the payment system Adyen. Daniel Wellington AB does not directly handle any credit card numbers.
What do I do if my payment has not been captured?
If you are not able to pay with your debit or credit card, it is usually because your card is issued in another country than the one you are ordering from. Our payment system Adyen automatically blocks these transactions for safety reasons to minimize online fraud. If you are not able to pay with your card, we recommend you to try another payment method.
Information regarding VAT
When you order from a country within the EU, Hong Kong, China, Singapore or Switzerland (orders below 2 400 SEK) and Australia / New Zealand (orders below 6 000 SEK) you pay the price including Swedish VAT and no other fees are added.
When you order from a country outside of the EU, Hong Kong, China, Singapore, Switzerland or Australia / New Zealand, the Swedish VAT is deducted from the price, and instead you pay VAT and customs duty in the receiving country.
The deduction or inclusion of the VAT is to meet the recommended retail price.
- Which payment methods can I use?
Is it possible to track my order?
Yes, as soon as your watch has shipped you will receive an email from UPS including your tracking information. Naturally, shipping times depend on where you live, but we strive to deliver all watches within 5 business days. Within the EU it’s usually much faster.
- Is it possible to track my order?
RETURN AND EXCHANGE
As a customer, you have the right to return and receive a full refund of any purchased products within 30 days of receiving your order. Please note that the watch must be in the exact new condition as when receiving the watch.
Pack the watch the same way it was delivered. Do not bend leather bands around the cushion of the gift box! Leather watches shall be placed flat with the lower part of the wristband placed inside the elastic band and the watch facing upwards.
All returns should be sent back to the warehouse it was sent from. For instructions on how to proceed please contact our customer service.
If you want to exchange your product, please follow the return instructions above to send your watch back to us.
You can make an exchange for a product of the same or lesser value. If you wish to exchange for a more expensive product, we will make a refund and notify you when it’s done. You can place a new order with the new watch at any time.
Have you received my return?
You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. If you haven’t received an email within two weeks from the date that you returned your package, please contact our customer service with your order and tracking number.
I have received the wrong product.
We strongly advise that you, as a customer, control that the item is correct and flawless when you receive your delivery. If you have received the wrong item or if it is damaged, please contact our customer service within 14 days.
- Return instructions
WARRANTY AND REPAIR
What is a warranty issue and what is not?
Our warranty term is two years from the date of purchase. Our warranty covers manufacturing defects on the watch itself (movement, case, crystal).
Other parts than the above are not covered by this warranty. To have replacement covered under this warranty performed, use our contact form on the Contact Us page and choose “Warranty and Repair” in the subject line. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand.
Note that repair/replacements will be charged in the following cases, even during the warranty term.
- Failure or damage caused by improper use or carelessness (knocks, dents, crushing, broken crystal, etc.)
- Failure or damage caused by unjustifiable repair or modification
- Failure or damage caused by fire or water, or a natural disaster such as an earthquake
- Esthetical changes that occur during normal wear and tear and aging (minor scratches, etc.; on the case and/or crystal, alteration of the color on the watchband and peeling of the plating)
- In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten
- If the warranty is not submitted along with the watch
- Battery replacement
- The case, dial, hands, crystal, watchband or other parts therefor may be replaced with substitutes if the originals are not available.
This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.
How do I service my watch, for example if I need to change batteries?
Our batteries normally last for several years. If you need to replace the battery simply visit your local watch shop. It only takes a few minutes. If you’re experiencing problems with your watch please reach out to firstname.lastname@example.org and clearly describe your issue (if you need to attach an image – please do). We’ll get back to you as fast as possible.
How can I change my strap?
Changing the strap on the watches is quick and easy - use the tool you received with your watch can quickly change your style every day if you want. Click here to find out how to change the strap of your watch.
Can I wash my strap?
Leather straps are not suitable to wash with water and soap is it will make the leather dry. If you want to clean your leather strap, your local watchmaker or store may have cleaning products specifically made for leather. We would recommend you to consult a watch maker to be sure that you do it correctly.
- What is a warranty issue and what is not?