We love to answer any questions that you have, and here are the frequently asked questions
How do I track my order?Within 1-2 business days of placing your order, after your order has been fulfilled, you will receive an email with a tracking number.
Can I change my delivery address?If you wish to make a change in your delivery address, please contact us and we will do our best to assist you in this matter. In the event we are unable to process the address change directly on our system, usually, because the package has already been shipped, we will need to contact our courier to make any modifications to the delivery address. In order to help you further, we would really appreciate if you could provide us with the following information : – First and Last name, – Company name (if needed), – Street name and number, – Zipcode and City, – Country, – Phone number and Email Address.
How do I cancel my order?Please contact us in the event you wish to cancel your order. If we are unable to process the requested cancellation immediately due to the package having already been shipped, we will contact our courier to have the package returned to our warehouse. We will only be able to process the cancellation once the package has been returned to our warehouse
I have received the wrong product/size- what do I do?If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistake as promptly as possible.
When is my order arriving?We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, we then process your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date, which is usually 3-5days. While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Connected Watches’ and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do. Additionally, please note that during promotional campaigns, delivery times may be longer than usual. Feel free to reach out to us if you have any questions about your order’s status. We’re happy to help!
What is your return policy?You have the right to return the products you have purchased on our website within 14 days of receiving them. To return or exchange your order contact our support. The goods must be unused and in their original packaging i.e. Originally packed with intact labels and protective stickers. Your goods must be returned to our warehouse for a refund to be issued. Additional costs might occur for this process. After your return arrives at our warehouse, it will be processed and examined. Once your return is approved, we’ll process a refund.
What payment options do you accept?Connected Watches accepts Paypal, Maestro, MasterCard, Visa as well as various other local debit cards and invoicing options. All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.
Is my watch waterproof?
The water-resistance of a CONNECTED timepiece is 3ATM. We recommend that you avoid all contact with water. Avoid wearing the watch when showering, bathing, swimming, diving, or any activity where it is exposed directly to water. The watch is resistant to everyday use and light rain. Kindly note that water damaged is not covered under the 24-month warranty.
What type of battery do you use?
All our watches are fitted with a standard silver oxide button cell battery readily available at most watch stores and/or jewelers. For battery replacement, you can contact a watch store near you.
What is not covered by our warranty?
The Connected Warranty does not cover: • Defects and damages due to loss, theft, fire, water, or a natural disaster • Failure or damage caused by improper use, carelessness (knocks, dents, crushing, broken crystal/glass, etc.), or accidents • Failure or damage caused by unjustifiable repair or modification • Aesthetic changes, defects, and damages due to normal wear and tear and ageing (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling of the plating, etc.) • Battery, wristband, crown, or crystal/glass • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible. If purchasing from e-commerce platforms such as eBay and Groupon or an unauthorised third party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used or defective. Connected does not honour any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement under this limited warranty, you must ensure that the authorised retailer, from where the timepiece was purchased, has appropriately filled in the warranty card.
How long is the warranty valid and what does it cover?
Our timepieces are made according to the high-quality standards of Connected. Nonetheless, your watch is covered by our limited warranty against any defects in manufacturing; this includes the watch movement, indexes, dial, and hands. The warranty for a Connected timepiece is valid for a period of twenty-four (24) months from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge. Other parts that are not listed above are not covered by this warranty. If the product is returned during the warranty period, Connected will repair or replace any defective watch or watch-part, at no additional expense, within a reasonable time, after the product is returned. However, the customer may be subject to the costs of shipping the product. If purchasing from e-commerce platforms such as eBay and Groupon or an unauthorized third party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used or defective. Connected does not honor any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement under this limited warranty, you must ensure that the authorized retailer, from where the timepiece was purchased, has appropriately filled in the warranty card. Connected will not honor any warranty claims for watches purchased from an unauthorized retailer. If you experience any damage to your watch that is considered to be covered by our warranty, you can contact our customer service team by submitting a request below to receive the further help. To ease and expedite the process, please include the following info when contacting us: – Order number (If your watch is a gift you will need to contact the person who purchased it for you to receive the proof of purchase) – Pictures of the watch and the damage – Receipt (If your watch was purchased from an authorized reseller who you are unable to contact directly) Your current address info: – First and Last name – Street address – Postal code – Country, City – Telephone number