FAQ’s

 

REGISTRATION & ACCOUNT INFORMATION

• Can I start shopping without registering?

  No, you have to register before placing any orders on XPZ. However, you can still browse items, design and register anytime you like. Registration is free and there is no obligation to shop after you have registered.

 

• What should I do if I have forgotten my password?

  Click FORGOT YOUR PASSWORD on Login Page. You will need to fill in your registered email address. We will use this piece of information to verify your identity. After you submit the email and follow our verification process, we will send an email to your registered email address. Please check the email and follow the steps to reset your password.

  Please check your spam folder if you do not receive this message.

 

• How can I change my personal information?

  You can edit it on the My Account page at any time. Once you have updated your personal data, please make sure that you save your changes.

 

• How Do I Subscribe / Unsubscribe to Your Emails or Newsletter?

  To subscribe to our newsletter, please submit your email address through the Website found at the bottom of our website.

  To unsubscribe, kindly follow the "unsubscribe" link found at the end of an email message you have received.

 

• Is My Personal Information Private?

  Yes, all data and payment information submitted through our website is safely secured by SSL encryption, For further details regarding data use, kindly refer to our Privacy Policy.

 

ORDER

• How can I customize a watch?

  You will need an account to order. Click here to register. If you have an account already, click here to login. You may start customizing your own watch in the following.

  1. Select the watch components (Crown, Dial, Hands and Straps) and design

  2. Type your name or favor sentences on your watch design

  3. Select the add-on customizations (i.e. extra straps)

  4. Save and check out

  5. Make sure you fill in the order details are correct and complete your payment via Paypal.

  6. Once you confirm your order, you will receive a confirmation email by us.

 

• How do I find special offers or promotions?

  You may sign up for our e-newsletter to receive regular information of our promotion or follow our Facebook and Instagram to receive our latest news.

 

• Can I check my order status?

  Yes, you always check your order status in the Track my order under the My account at the top right corner or simply check here after login.

 

• How will I know my order has been placed?

  Once you have successfully placed your order, you will receive an order acknowledgement e-mail by us. You will be able to track your shipment once you receive the Tracking Number in the shipment confirmation email.

 

• How do I make changes or cancel my order? 

  Once an order has been confirmed and placed, you may make changes or cancel the order within 24 hours by email at cs@xpz.watch. We will not accept requests made after 24 hours.

  Online Order Cancellation Enquiry Form

   

• How do I change my delivery details after ordering?

  Please email cs@xpz.watch as soon as possible after making the order. After your watch has been shipped by us, we will no longer be able to change the delivery details.

 

• Can I place an order at xpz.watch to all over the world?

  Yes, as long as you provide a valid delivery address and contact number, we offer worldwide delivery. The variance of tax and delivery charge will be subject to different destinations.

 

• How long does it take for you to build my custom watch?

  We normally need at least 7 business days to craft and hand assemble your watch upon order confirmation with no changes and also depending on the components you chose and capacity we have. Please consider the shipping lead time from 4 to 5 days.

 

• I've missed a promotional campaign for a recent order I placed. Can I still enjoy the offer?

  Unfortunately, we are unable to apply discounts after an order has been confirmed.

 

• What if the products are damaged or spoiled?

  We guarantee that all products sold are in good quality. If your products are damaged or spoiled upon receiving the products, please notify us by sending an email (cs@xpz.watch) to us with your contact information and details on the same day you received the product. Once we confirm your product is damaged due to delivery / manufacturing faults, we will send you a Return & Exchange Merchandise Authorization Email, and you will have 3 days to return the product in its original condition for exchange. Please do not return the merchandise without authorization by XPZ.

 

• Is there any refund or exchange if the products I received are not under my expectation or error made?

  Unfortunately, we will not be held liable for any error made on your part in supplying information for product personalization. You may choose to exchange the watch's part if it is not under your expectation but 10% of the watch's value for administration fee and component's fee will be applied on all exchange orders. Please note that we can only exchange products and there is no refund provided. Please check here refer to Refund and Exchange Policy. 

  Online Return or Exchange Enquiry Form

   

• Can I Save my design for Later?

  If you have an account with is, you will be able to save a product through the "Add to my design / Save Item" button. To access it later, please click on My Account -> My Design.

 

PAYMENT

• What payment methods can I use?

  You can pay by PayPal on XPZ.watch. (Please click HERE for more details) You can also pay by WeChatpay China. (Please click HERE for more details) No extra transaction fee is required for all methods. All prices are shown in Hong Kong Dollar (HKD) currency.

 

• Is my credit card secured?

  Yes. We will not save your credit card information.

 

• Why Was My Credit Card or Other Payment Method Declined at Checkout?

  There can be different reasons why your credit card was declined at checkout or your payment didn't go through. We strongly recommend to contact your issuing bank or payment provider if you have problems with your card but before doing so, please ensure that (1) you have correctly entered the card details, for instance, check that you have selected the right card type; (2) the 3 or 4 digit security number is correct; (3) your credit card has not expired.

 

DELIVERY

• Do you deliver to my office/home?

  Yes, we do. Click Here and check the delivery areas for more details.

 

• Do you offer free delivery?

  Yes, we offer free delivery service for selected countries. We don’t offer free delivery services for international order. Click here for more details.

 

• Do you ship internationally?

  Yes, we offer worldwide shipping.

 

• When will you ship my order?

  We normally need at least 7 business days to craft and hand assemble your watch upon order confirmation with no changes and also depending on the components you chose and capacity we have. Please consider the shipping lead time from 4 to 5 days for Hong Kong deliveries, 7-10 working days for international deliveries, subject to different destinations.

  Please note that the above delivery time is not guaranteed. Customs and Postal Service may also require extra time to work during public holidays, peak season and major festival (i.e. X’mas).

 

• How can I track the shipment of my order?

  Once you have successfully placed your order, you will automatically receive an order acknowledgement e-mail by us. You will be able to track your shipment once you receive the Tracking Number in the shipment confirmation email. You may also click “Track my order” on the top right button to track your shipment after login.

  Orders will be shipped using various delivery services, depending on the destination and time required to deliver for a courier at the moment we ship. You might be required to sign the package to receive the item, so please choose an address where someone will be available to sign and receive the package during business hours.

 

• What Are the Delivery Methods, Lead-Times and Costs?

  Import Taxes & Duties

  Some countries may require import tax, duties and related Customs fees for imports, and these costs are not covered by payments made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.

 

REFUND AND EXCHANGE

• What is XPZ’s refund policy?

  Since the Product with XPZ is a personalized product, you shall not cancel or return any of the Products that have been made to measure, altered, or personalized to your specification. No refund will be made once the order is completed unless the Product was defective when shipped or occur material and manufacturing faults. A refund can be applied on defective product within 3 days after receiving the products. All tax and delivery cost is non-refundable.

 

• How can I return and refund the product?

  To return a product to us, you must follow the steps mentioned below within 3 days after receiving the products:

  a. Complete Online Return or Exchange Enquiry Form via Customer Care at our website. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;

  b. XPZ’s Customer Service Team will provide you with a return merchandize authorization (RMA) code prior to returning your product by email;

  c. Please print out the return merchandize authorization form and arrange for the product (or products) to be returned to the specified address as shown as the RMA form.

  d. You must include in the delivery package, the completed Online Return or Exchange Enquiry Form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the Warranty Card and all other documents, in their original box.

  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

• What is XPZ’s exchange policy?

  We only replace items if they are defective or damaged within 3 days after receiving the products. If you need to exchange it for the same item, please complete the return form to get a return merchandize authorization (RMA) code before return then send your item to specified address as shown as the RMA form. For more details, please click here refer to exchange policy.

 

• Shipping

  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

  If you are shipping an item over HKD 1000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

  Returns and Exchange

 

MAINTENANCE

• Is there any warranty on my XPZ’s watch?

  We offer two years warranty from date of purchase repair or replace the watch movement if it has a manufacturing defect. This Warranty does not cover damage resulting from accidents or misuse. For the Warranty to be valid, it must be fully completed and stamped/signed by an approved XPZ. Please note that the straps and crystal are not covered by the warranty. Please also note that all return/warranty packages remain the responsibility of the customer until received by us. Customer will be required to bring along with the invoice and delivery note when repair is necessary.

 

• My watch has a problem but my warranty has expired. What do I do?

  Please send us an email at cs@xpz.watch with as much information about your problem as possible, with pictures if relevant to the issue. We will get back to you with a repair quote as soon as possible.

 

• Can I swim or do sports with my XPZ watch?

  XPZ’s watches are water-resistant up to 30-50 meters depends on the style you selected.

 

• How long will the watch run for?

  The service life of the battery is 24 months.

 

• How can I make sure my XPZ watch lasts a long time and stays in a good condition?

  In order to keep your watch safe and sound be careful of water, shocks, bumps, strong magnetic field and large fluctuations in temperature (do not wear your watch in the sauna). A leather strap stays soft and supple by regularly waxing it. For maximum longevity, please make sure your watch gets serviced by a specialist every 5-7 years, even if your watch seems in good shape.