FAQ

What’s the delivery time?

For orders containing a watch it’s usually around 3 – 5 business days world wide.

The complimentary shipping service for straps and/or bracelets is different from that of the watches and is uninsured with an average delivery time of 30 days. In areas where DHL does not delivery we reserve the right to use another carrier.

Can you ship to my country?

If DHL can ship there, so can we! If you’re unable to see your Country in the drop down list please contact us with your adress and we’ll check the availiability.

Is the shipping fee included in the price?

If you live within the European Union, all fees are covered and you will not receive any additional fees to receive your package. If you live outside of the European Union, VAT and/or other fees for import are not included and may apply for the customer. We do not have the possibility o festimating these quotes and recommend you to check with your regional customs authority. Returns made due to VAT, duties and/or other fees for import will be subject to a 30% restocking fee.

Where is my package?

When you have completed your order, you will receive a confirmation e-mail and, as soon as the shipment is created, an e-mail with your tracking information. All our international orders are sent via DHL and can be traced via their homepage, for domestic orders we use DHL.

Please note that confirmation e-mails quite often ends up in spam boxes.

How do I perform a return?

It is very easy, just shoot us a message at returns@royalcharles.store and we will help you out. The fee for return shipment is only reimbursed for watches (not bracelets, straps, or other accessories or products) You are eligible for a full refund if your unused product are returned within 30 days in its original packaging with its original tags/documents. Please note that Royal Charles only reimburses the shipping fee for shipments containing a watch/watches.

When do I receive the money back from my return?

We usually process refunds at the end of the same week we received your product.

My credit card was declined?

Our service provider requires certain fraud-prevention schemes from your service provider and will not be able to accept your credit card otherwise. The best way to process a purchase if your card got denied is to simply use PayPal. Please note that PayPal is much easier to utilize than it used to be.

Can you produce a custom watch?

At the current point in time it is not something we do.

Are you able to engrave?

No, we do not have the possibility to engrave.

Are you able to declare a lower value on my shipment?

No, we will always declare the correct value.

Why haven’t I received an order confirmation, did my order go through?

In the event of a missing order confirmation, please make sure to double check your spam folders/boxes. Please note that orders containing only straps/bracelet does not come with a dispatch note since they’re sent in regular letters. As long as funds has been deducted from your account you can be certain that your order has been processed. If you didn’t received your confirmation e-mail and it isn’t in your spam folder, reach out to our customer support at info@royalcharles.store and we will help you out.

Can I change my order after it is completed?

Sure, just shoot us a message at info@royalcharles.store

My packaging or product is defect, what should I do?

Your satisfaction is very important to us, please contact us at returns@royalcharles.store and include a picture or two of the defect. Please do not return your product without consulting our customer care.

Can I change my product for another?

Sure, as long as the product is in unused/pristine condition and within two weeks of the purchase. Just shoot us a message at returns@royalcharles.store

I need my watch serviced or repaired?

Send us an e-mail on returns@royalcharles.store and please include a picture or two of your issue. Average handling times for repairs are 4-6 weeks including shipping.

What about the warranty?

Warranty for our products is 3 years from purchase date. Please note that the warranty does not cover batteries and/or leather straps (as is practice in the watch industry). The warranty does not cover any damage on any part of the watch resulting from abnormal use, lack of care, negligence, accidents, incorrect use of the watch and non-observance of the directions provided by Royal Charles.

How do I change straps?

If you do not possess a “spring bar removal tool” we recommend you to pay a visit to your local watch store.

How do I clean my strap?

We recommend that you use products specifically created for washing-up leather. Soap and water will discolor and desiccate leather straps.

What methods of payment do you offer?

We currently offer PayPal and GP Webpay for international payments, and via these services you can use most debit and credit cards.

Are your watches waterproof?

Yes, our Primogenito Moonphase 40 are waterproof up to 5ATM. However, to avoid damaging your leather strap we suggest you take your watch off before jumping in the shower (or in the ocean for that matter).

How do I find out about your future releases?

The most secure way to find out about the latest news is to sign up to our newsletter via the front page of our website. Also make sure to follow our channels on social media.

Instagram: @royalcharleswatches

Facebook: @royalcharleswatches