Customer Care & FAQs

Frequently Asked Questions

Shipping

Orders may take several business days to process and ship regardless of the selected shipping speed during peak periods. Please visit our Shipping Information page for regional shipping details and more.

Please reach out to our customer service team as soon as possible and we’ll do our best to change the address before it ships. A phone call or live chat is always the quickest way to ensure we can update the address before dispatch.

Orders may take several business days to ship regardless of the selected shipping speed during peak shipping times. Click here for more information.

Yes. Please allow additional processing time for orders containing monogrammed or engraved items. Once your watch, leather good, jewelry, or journal has been personalized, your order will ship with the shipping method selected at checkout.

Returns

We do not offer a standard exchange process; you will need to return and make a new purchase.

We accept returns by mail or in store for items purchased from us within a reasonable period from the purchase date, excluding certain items. Orders that qualify may receive a prepaid return label, excluding bicycles. Items must be returned with original packaging and in new/unused condition. Products that are monogrammed, engraved, or customized cannot be returned or exchanged.

Monogrammed/engraved items and wedding bands cannot be returned or exchanged. All sales are final. We thoroughly inspect each item, and only ship items that meet our quality standards.

Please use the return label and packing slip included in your original package. A mail-in return label may also be printed; please see our returns page for more information. If you have any questions or no longer have these documents, feel free to contact our customer service team. We provide prepaid return labels for specified regions.

Sorry, Outlet purchases, discounted purchases, and special sample sale purchases are considered final sale and are non-returnable.

Yes, purchases made during certain promotional periods may have extended return windows.

Repairs & Services

For repairs in the United States, please visit our Repair Center page. For international repairs, please visit our International Repairs form.

Yes, please visit our engraving information guide here: For Jewelry Engraving (US), please visit the form here. For Watch Engraving (US), please visit the form here.

Please follow watch repair instructions. Watch battery replacements may be conducted in any retail store or authorized battery replacement center. Watch repair forms can be located here: Watch Repairs (US) and Watch Repairs (International).

Watches

Click here to access our watch registration form. For international watch registrations outside of the US only, please register with our headquarters address instead of personal.

Looking to access your existing watch registration? Please contact Customer Service. Access to watch registration via online accounts is temporarily unavailable.

Setting the Time (push down crown):

  • Pull the crown out away from the case, to the last position (the movement will stop)
  • Turn the crown until you are at the correct time
  • Once time is set, reseal the crown by pressing it in against the case until tight (flush against the watch case)

Setting the Date (screw down crown):

  • Pull the crown out away from the case to position II (one click)
  • Turn the crown clockwise until the date wheel shows yesterday’s date
  • Next, pull the crown out to position III (one more click – the hands will stop moving)
  • Turn the crown clockwise until you see the date wheel roll over to today’s date
  • Continue to turn the crown clockwise until you are at the correct time today
  • Once time and date are set, reseal the crown by pressing it in against the case until the threads engage, and turn clockwise until tight (flush against the watch case)

Instructions from our watch manual:
Please refer to our watch manual for instructions on setting the time/date on watches with push down and screw down crowns. Once you’ve set the time or date, always remember to reseal the crown, making sure it is flush against the case. This helps to keep dust and moisture out of your watch.

The automatic movement has a minimum power reserve, meaning that once fully wound, it will continue to keep time for an extended period, at which point it will stop and need to be reset and rewound. To keep the watch ticking, the watch should be manually-wound habitually, restoring the power reserve before it is completely depleted. Please visit our comprehensive guide to wind your automatic watch here: Automatic Watch Winding Guide.

To wind your watch, first unscrew the crown by turning it counterclockwise until the threads disengage. Next, turn the crown clockwise multiple times to return the power reserve to maximum capacity, making sure not to over-wind the watch. Please visit our comprehensive guide to wind your automatic watch here: Automatic Watch Winding Guide.

Please visit the page below to view step-by-step videos on how to change your watch strap (based on model): Watch Strap Changing Guide.

Proper bracelet sizing requires special expertise and experience. If you are not familiar with bracelet sizing procedures, the pins could become damaged and that may lead to failure of the pin. We highly recommend you seek the assistance of an experienced watch technician or jeweler. You can bring your watch to any retail store and we’ll be happy to size it for you. You can also take your watch to a local jewelry or watch repair shop. Many jewelers will size a new watch at no charge if the watch is purchased from them. However, they may charge for sizing items that are purchased from other retailers. Our Service Centers are happy to size your new purchase for you. However, you would incur shipping costs to get the watch to us, so it may be more cost effective to seek the assistance of a local jeweler. *Watches with metal bracelets that have been resized are not eligible for return or exchange.

Leather

We are committed to making goods with as many high-quality components as possible. Sometimes it’s not possible… Certain parts and components are no longer made at the quality and scale that we require. We are always looking for opportunities to source more of our components domestically, while remaining at a price point that is accessible, which allows us to scale and ultimately create more sustainable jobs.

Every piece of handcrafted leather is unique, and each item’s individual characteristics and color will naturally mature through daily use and exposure to the elements, adding to its charm. Do not use water on lightly treated or untreated leathers as those products are vulnerable to staining. Please note that water staining may occur if the product gets saturated. Coloration can also transfer to or from the product due to friction with garments. Care instructions vary depending on leather type. Please visit our Leather Care Chart for specific care instructions.

Leather goods may be repaired. Please visit our Leather Repair Form (US). If you need assistance identifying what needs repair on your leather good, please visit our Leather Repair Guide.

Jewelry

We are committed to only working with partners in jewelry production that share our unwavering commitment to quality. This commitment allows us to design beautiful jewelry that is crafted to endure for years to come. To back up that commitment, any defects of the material or workmanship of your jewelry will be covered under warranty for a specified period. If we cannot repair or replace your product, a store credit will be issued for the original amount paid. The warranty does not cover damages arising from accidents or misuse, or from any alteration, service or repair performed by any other party other than us. Manufacturing defects are assessed on a case-by-case basis with a valid proof of purchase from our website or one of our authorized retailers. If your product requires replacement, please be advised we cannot also return your original product to you. Please let us know if your product has sentimental value and you do not want the item replaced. We will honor your wishes and repair it to the best of our ability, if a repair is possible. We try to repair any item before we replace it. While we cannot absolutely preserve the original look and feel of the item, our team completes a repair to best maintain the integrity of the item. Our jewelry is made using various production techniques including many hand-finishing methods. This means each piece of jewelry is unique in its own details. Slight variations in dimensions and finishing are not viewed as defects. If a repair is required outside of warranty, you will be notified with the charges required prior to any work being done on your item.

Sales

Customer Service

If you have any questions or would like to get in touch with our team for any reason, please reach out to customer service through our contact channels.

Counterfeit Products

Every genuine timepiece is built by hand and backed by our official warranty. To ensure authenticity, only purchase from our official website, our official retail stores, or one of our authorized retail partners listed on our website. If a deal looks too good to be true, it probably is. Auction sites, third-party marketplaces, and unofficial watch sellers often list counterfeit or modified products that do not meet our standards of quality or service.

Counterfeit products not only violate our intellectual property but also mislead customers and diminish the craftsmanship we stand for. Our watches are designed, assembled, and tested with precision – each one representing significant dedication and skill. A counterfeit product cannot promise that. It will not perform like a genuine watch, age like one, or be serviced like one.

If our service team determines that a watch is counterfeit or has been tampered with, we will not repair it. We will then contact you to determine next steps. All counterfeit items are documented and securely destroyed in accordance with applicable laws. We also work closely with law enforcement, customs, and online platforms to monitor, report, and remove listings for fake products.

We maintain a zero-tolerance policy against counterfeit goods. We actively monitor online marketplaces, social platforms, and unauthorized websites to identify and remove counterfeit listings. We continue to pursue legal action where appropriate and partner with agencies around the world to protect our customers and our community of makers.

If you believe you’ve encountered or purchased a counterfeit product, please contact our Customer Service team with photos and purchase details. Your report helps us protect the integrity of the brand and the people who craft it.

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