INQUIRY

General Inquiry

Which countries do we ship to?
We offer worldwide shipping, excluding the following countries due to customs issues.

Can I customize my watch?
We do not the option to customize your chosen watch not all models only specific models and please remember it may take 3 to 6 months to build your own customized watch.

Payment Inquiry

What modes of payment are available?
We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.

What currency are our prices shown in? Can I change it?
All products listed on our website have the currency option to change currency on our website to different denominations according to what you like to pay with. All the currency prices are updated every 5 minutes according to the currency market.

Instalment / Financing payment options
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 completed in installments. Some banks offer this option and you may contact your bank if this can be offered for your purchase.

Do you sell Gift cards?
At the present moment, we do not offer or sell Gift Cards.

How long does it take to refund canceled/ returned orders?
For Cancelled & Returned Orders, depending on the mode of payment used, the refund reflection time may vary.

For credit card payments, most banks would take takes 3-5 business days (not including weekends and public holidays) for the refund to reflect after receiving confirmation from us that your order has been canceled or when you’re returned watch has been received.

However, depending on the bank, some may take up to 7 business days. If the refund has not been reflected in 7 business days, you may contact us For payments settled via a verified PayPal account, it normally takes 1 business day up to a maximum of 2 business days for the refund to reflect after receiving confirmation from us that you’re the order has been canceled or when your returned to watch has been received.

Can you refund the order under a different credit card or PayPal account?
Refunds can only be processed back to the same account that was used to place the order on our
website.

Is the website secure?

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:’.

Is customer information kept private?

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 as exclusive discounts. If you would prefer not to receive these updates, you can unsubscribe from your account preferences or contact Customer Support Team to be removed.

Order Inquiry

How long does it take to process & ship my order?
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.

Important Note: E-mail or notification 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 folders 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 We’d be more than happy to assist you with this inquiry.

How can I amend the details of my order?
If you have accidentally made an error on your order, please contact our Customer Support
Team immediately. Alterations on the order can only be processed up to 4 AM GMT from Monday – Friday.

If you have placed your order during the weekend or on public holidays, amendments to your orders will be processed on the next business day.

Once an order has already been processed and shipped out, we are no longer able to amend or cancel the order. Please contact Customer Support so you can be assisted.

Is an order confirmation email not yet been received?
Once an order has been successfully placed on our website, an automated message with the details of your order is sent to the e-mail 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 and provide the following details

1. Full Name
2. Email Address Used
3. Item Ordered

Our Customer Support Team will get back to you within 24 hours to locate your order and provide you with more details about your order.

I’ve changed my mind but my order has shipped. What should I do?
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 Return Policy.

We understand that if you change your mind during delivery sometimes it is easier to refuse a
the package on delivery rather than accept and return however by refusing the delivery you
automatically accept liability for the package’s return and its return shipment cost.

Shipping & Delivery

Where do we ship from?
All orders placed on our website are shipped from either our warehouse located in Denmark/
Copenhagen.
Orders will ship out via post-Nord and would normally between 3 to 5 business days and up to a
maximum of 7 business days (not including weekends and public holidays) to be received.
Be aware that some delays may occur which is beyond the control of LOXOL or the courier such as
customs clearance delay or even adverse weather or conditions. It would be best to monitor the
status of your shipment once the tracking number has been provided to be apprised of the status of
your shipment which is normally sent once to you via email once the shipment has been collected
by the courier.

What courses do we use?
We employ and use several couriers depending on their availability and capability of delivering the
shipment within an appropriate time frame. We would normally use POST NORD for most of our
shipments but in some cases, we may also opt to use a different courier.
As our shipping services are free, there is no option to choose which courier will be used upon
checkout. We will, however, ensure that the optimum courier is chosen so that your shipment is
delivered as soon as possible.

Do I have to pay VAT or TAXES on my shipment?
The price on our website is NON-INCLUSIVE of local tax, VAT, import fees, or other shipment
clearance costs which may apply, depending on where in the world you are. Any charges applied
upon import are the customer’s responsibility and must be paid by the customer.

How can I track my order?
Once your order has been shipped out, you will receive an email confirming this that includes the
shipping details such as the courier used and tracking number. It will also include a link that you can
use to monitor your shipment.
Kindly allow 24 hours for the tracking details to go live after receiving the tracking number.

Missed shipment delivery?
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 (found online) 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.

Delayed delivery
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:

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

My order was just shipped but I want to change my order Address.
Once an order has been shipped out, we are unable to amend or redirect the shipment to a different
address. The courier assigned to deliver your watch will attempt to conduct the delivery at the
address you have provided and in the event that they are not able to complete the delivery, the
courier will leave a missed delivery card which has instructions on how you can contact them in
order to arrange a collection or redelivery of your order.

Returns, Exchange & Replacements

I want to return an order
If you are not happy with something you bought from us, we’ll take it back as long as it is within 30
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 30 calendar days to return the unused watch from the date you
received it.
• The returned item must be in

1. Unused/unworn condition
2. In its original and resalable condition with any tamper-evident label still attached.
3. In its original packaging supplied with the purchase.

If all the above conditions have been met, please kindly contact our Customer Support Team so they
can assist in providing you with the necessary steps to return the watch.

Important Notes:

1. Kindly note that for stainless steel watches, if the strap has already been adjusted to fit your wrist,
   the warranty is still valid but we will no longer accept the return of the watch.
2. 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.
3. We have the right to refuse and process returned items that do not meet the conditions set.

I want to exchange a watch for a different model
Kindly observe that we do not offer a direct exchange service.
If you are unsatisfied with your purchase and would like to receive a different product, you may
send back your purchase within 30 days of receiving your item for a refund.
Please read the full terms of our Return Policy for a complete guide on how to return the watch
for a refund.

Important Notes:

1. Kindly note that for stainless steel watches, if the strap has already been adjusted to fit your wrist,
   the warranty is still valid but we will no longer accept the return of the watch.
2. 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.
3. We have the right to refuse and process returned items that do not meet the conditions set.

I’ve received the wrong item. What should I do?
In the unlikely event that you’ve received something you haven’t ordered, please contact
our Customer Support Team immediately 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 24-48 hours. If you
have received an incorrect order, we will do our best to offer a swift solution and have it replaced.

There’s something wrong with the watch I ordered. What should I do?
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 immediately 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 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.

I’ve received an incomplete shipment. What should I do?
In the unlikely event that you’ve received an incomplete shipment, please contact our Customer
Support the Team immediately 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.

I received a quartz watch with a dead battery, What should I do?
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 with a receipt for the cost of replacing the battery.

Have you received my returned watch?
Once your package has been received at our warehouse, it is first queued to be processed and inspected
before we proceed in approving or disapproving any returned items.
While we do our best to ensure that your return request is processed as swiftly as possible, it is
possible that this process may take 3-5 business days to complete. Your kind patience is greatly
appreciated.

Warranty & Repairs

2 Years Manufacture Warranty Policy
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 twenty-four (24) months from the
date of purchase (the “Warranty Period”) subject to the following conditions.

EXCLUSIONS AND LIMITATIONS

our 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, repair
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.

How can I get my watch repaired?
In the unlikely event that you are having problems with your watch and would like to have the
watch serviced for warranty, you may fill out our Service Center Request Form . Our Customer Support
Team will assist and provide you with detailed steps on how the watch can be sent towards our
Authorized Service Center where the watch can be thoroughly inspected within 1-2 business days
of submitting your details.

Can I buy Spare Parts and do the repair locally with a watch jeweler/repair Technician?
Spare parts are only supplied to authorized service centers. We do not sell parts separately as repairs
are only to be conducted by certified technicians.
If you are having problems with your timepiece, please contact our Service Center Support who can
direct you to the nearest service center where your watch can be serviced for repairs.

Why can’t I get a quote before sending the watch in?
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 damage, it’s possible that the movement may have also been compromised. The damage
minuscule which our human eyes may miss.
Our authorized service centers are equipped with the expertise and tools to do a thorough diagnostic
check on your watch to determine every fault that may be present. Only after a thought assessment
has been made can plan on what parts need to be repaired and how to complete it. Therefore we
highly suggest contacting our Service Center Support page so you can be directed to the nearest
service center that can assess your watch for repairs.

Where are your service centers located?
At the present moment, we have three main service centers located in Copenhagen / Denmark

WATCH CARE

Is my watch water-resistant?
All of our timepieces have a minimum water-resistance rating of 5ATM (50m) and some may have
a higher ATM rating which you can view on their spec sheets.
The water resistance of the timepiece cannot be guaranteed indefinitely due to wear on the seals,
shock or chemicals substances. We, therefore, recommend that you regularly check the timepiece’s
water-resistance and have an authorized service center to change the seals.
You are kindly reminded that while your watch has water resistance to a certain level, it does not
mean that the watch is waterproof.

Exposure to sea or chlorinated water
If your watch has been exposed to water such as whilst washing your hands or exposed to light rain,
provided that your crown has been secured, the build and seals of your watch should be more than
adequate to prevent water ingress.
If your watch is exposed to sea water or chlorinated water it is advised that you immediately wash
off the timepiece with fresh water before drying the watch with a microfiber cloth. Sea water and
chlorinated water is much more harmful and abrasive on watches than fresh water and great care
must be taken if your watch is exposed to these conditions.

Should I wear my watch regularly?
If you are wearing a quartz (battery-powered) watch then the quick answer is no.
If you own an automatic or self-winding watch, provided that the movement is fully winded, it will
provide your watch with between 30 – 40 hours of power or functionality. The normal movement of your
wrist while wearing your watch should keep the movement “charged”.
However, if you do not wear your watch for a couple of days it may be necessary to wind the
movement and give the watch a gentle shake to get it going before putting it back on your wrist.

How to maintain the movement of your watch to the best possible condition?
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.

How Often Should I change the battery of my quartz watch?
Quartz watches normally run on silver oxide batteries and typically last between 1 to 2 years
depending on their usage. Typically, timepieces with chronograph functions that are frequently used
would deplete their battery life faster.
If your battery has run out of power, you may visit and local watch jeweler to help change the
battery for you.