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FAQ's

ORDER ISSUES

I'm missing a product from my order, what do I do?

You can keep up to date with the status of your order via our Tracking Page

If you are having trouble finding your package then feel free to contact us directly via our chat function or by emailing support@virtaswatch.com

What do I do if I receive a faulty item in my order?

If your watch arrives and is faulty then please contact us and we will do our best to work with you on a resolution.
In order to speed up the resolution process, please have images of the damage ready for us to view.

Will you refund the shipping charges on my parcel?

We have a 30 day returns policy that you can read below
However, this refund policy does not cover the cost of shipping.
(If we ever charge shipping)

When will my order ship?

We aim to post your order within 1-2 working days of purchase.
Our shipping times may vary depending on product availability.
We do not ship on weekends or New Zealand Public Holidays.

I need to change something on my order, how can I do so?

If you need to change or cancel your order, please contact us immediately.
If your order has not been dispatched, we will be happy to accomodate any adjustments that we can.
However once the order has been dispatched, we will be unable to make any changes.

PRODUCT & STOCK

I am not sure what to pick, can you help?

Absolutely!
Our team is on hand to help give you recommendations and advice based on your style and requirements.
Please don't hesitate to use our chat function to contact us and begin the conversation. We would love to chat with you.

Why have I received an email saying the item I've ordered is out of stock?

Occasionally we may observe slight discrepancies in stock due to flash sales / giveaways.
Whilst we do our best do account for all our inventory, it is possible that our website may show a product that we do not currently have available.

Rest assured we will contact you straight away to discuss options or process the refund right back to you.

How can I search to find products on the website?

We have a search function in the top of our website, to the right of our Logo :)

RETURNS AND EXCHANGES

What is your return policy?

We have a full page dedicated to Returns

When can I expect my refund?

If we have agreed on a refund then we will release the funds to you immediately and confirm that we have initiated the process in writing via email.
Depending on your bank, it can take up to 5 days to appear back in your account.
Please note any delay is our of our control and completely up to your bank.

If you have not received the refund after 5 business days, please contact us and we will look into it for you.

STILL HAVE QUESTIONS?

support@virtaswatch.com
or
Chat with us below

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