FAQ

Can you ship to my country?

If DHL can ship there, so can we! If you can’t see your country in the drop-down list, please contact us with your address and we’ll check the availability.

How do I get in touch?

Send an email to hello@red-watches.com
Collaboration inquiries: collabs@red-watches.com

Are VAT and other import fees or taxes 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 import fees are not included and may apply to the customer. We do not have the possibility of estimating these fees and recommend you check with your regional customs authority.

Please note that RED Watches does not accept returns due to unpaid duties or other importation charges.

What’s the delivery time?

Orders with a value over €100 usually take between 3 to 5 business days worldwide.

In areas where DHL does not deliver, we reserve the right to use another carrier.

Where is my package?

For any questions regarding your delivery, please refer to the carrier as they are the organization responsible for the delivery. It’s usually also the fastest way to get the information you seek. When you complete your order, you will receive a confirmation email and, as soon as the shipment is created, an email with your tracking information. All our international and domestic orders are sent via DHL and can be tracked via their homepage.

Please note that confirmation emails often end up in spam folders.

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 was declined is to simply use PayPal. Please note that PayPal is much easier to use than it used to be.

Can I choose a specific number from your limited editions?

Unfortunately, no, all numbers are distributed randomly among customers.

Can you produce a custom watch?

At this time, it is not something we do.

Can you engrave?

No, we do not have the possibility to engrave.

Can you 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 check your spam folders. Note that orders containing only straps/bracelets do not come with a dispatch note since they are sent in regular letters. As long as funds have been deducted from your account, you can be certain that your order has been processed. If you didn’t receive your confirmation email and it isn’t in your spam folder, reach out to our customer support at hello@red-watches.com and we will help you.

Can I change my order after it is completed before it is shipped?

We can’t guarantee it, but send a request to hello@red-watches.com

How do I perform a return?

It is very easy, just shoot us a message at hello@red-watches.com and we will help you. Return labels are provided on orders above €100 and are not provided for orders sent using the complimentary letter service (not bracelets, straps, or other accessories or products). You are eligible for a full refund if your unused product is returned within 30 days in its original packaging with its original tags/documents. Please note that RED Watches 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 within two weeks of receiving your product.

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

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 send us a message at hello@red-watches.com

I need my watch serviced or repaired

Send us an email at hello@red-watches.com and include a picture or two of the issue. The average handling time for repairs is 4-6 weeks, including shipping.

What about the warranty?

The warranty for our products is one year from the purchase date. Please note that the warranty does not cover batteries and/or leather straps (as is common practice in the watch industry). The warranty does not cover any damage to 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 RED Watches. The warranty for bracelets is one year from the purchase date and covers only discolored bracelets.

How do I change straps?

If you do not possess a “spring bar removal tool,” we recommend visiting your local watch store. Our watches usually come equipped with the easylink system, which allows you to remove the straps easily without specific tools.

How do I clean my strap?

We recommend using products specifically created for cleaning leather. Soap and water will discolor and dry out leather straps.

What about my bracelet?

Our bracelets undergo rigorous quality controls before being shipped. The warranty does not cover any damage to any part of the bracelet resulting from abnormal use, lack of care, negligence, accidents, incorrect use, and non-observance of the directions provided by RED Watches. To keep the bracelet in good condition, avoid exposure to water and other liquids, as well as continuous exposure to strong sunlight. Please note that RED Watches only reimburses the shipping fee for shipments containing a watch/watches.

What methods of payment do you offer?

We currently offer PayPal and Stripe for international payments, and through these services, you can use most debit and credit cards. We also offer payments via Klarna. In some markets, we also offer Bank Transfer (Direct Debit).

Can I expect the color of my product to look the same in reality as in the pictures?

Yes, it’s worth noting, however, that different monitors/screens/projectors display colors differently. Our pictures have been optimized for viewing on the most common devices.

Are your watches waterproof?

Yes, our watches are waterproof up to 10ATM. However, to avoid damaging your leather strap, we suggest you take your watch off before showering (or jumping 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 for our newsletter via the front page of our website. Also, make sure to follow our channels on social media.

GENERAL INQUIRIES

hello@red-watches.com

RETURNS

sales@red-watches.com

SOCIAL MEDIA/PROMOTION COLLABORATION INQUIRIES

collabs@red-watches.com
Please note that collaboration requests sent to any other address than the above will be discarded.

B2B, DISTRIBUTION, AND WHOLESALE

ihello@red-watches.com

HEAD OFFICE ADDRESS

RED Watches
Calle Alcalá 690, L
28022, Madrid, Spain.