Refund policy

Last updated: October 16, 2026

You can return any item within 14 days of delivery for a refund. Watches also carry our 12-month warranty.

How to return an item

  1. Contact us within 14 days of delivery. Include your order number and the items you are returning.
  2. We confirm your return and send you the return address.
  3. Send the items within 14 days of telling us. Use a tracked service and keep the receipt.

Condition of returns

Items should come back unworn, in their original box, with all packaging, protective film, tags, cards and accessories. The box is part of the product, so please pack it well.

You may handle an item as you would in a shop to look it over. If it comes back worn, scratched or missing packaging, we may reduce the refund by the value it has lost.

Return shipping

For a change-of-mind return, you pay the return shipping. If an item arrives faulty, damaged or wrong, you don't send it back at all (see below).

If you are in Brazil and return an item within 7 days of delivery, we pay the return shipping, as Brazil's Consumer Defense Code provides.

Free gift items

Free items come back together with the item that unlocked them. For example, a Royal Pop watch comes back with its 2 free straps, and a MoonSwatch with its free Royal Pop.

If you keep a free item, we deduct its regular price from your refund. The regular price is the price shown for it on our site when you ordered.

Returning a free item on its own brings no refund, since you didn't pay for it. If a free item arrives faulty or damaged, tell us and we will replace it.

Refunds

We refund you within 14 days of receiving your return request. We may wait until the items reach us, or until you send proof that you shipped them, whichever comes first.

Refunds go back to your original payment method. Your bank may take a few more days to show it.

Exchanges

We don't swap items directly. Return the item for a refund, then place a new order for the one you want.

Faulty, damaged or wrong items

If an item arrives faulty or damaged, or isn't what you ordered, contact us as soon as you can. Send photos of the item and its packaging. Keep it: we send you a new one at no cost, with nothing to return. That includes a strap sent with the wrong crown position. If we can't send another, we refund you in full.

12-month watch warranty

Every watch we sell is covered by our own warranty against manufacturing defects for 12 months from delivery. If a covered fault appears, we repair or replace the watch. If neither is possible, we refund it.

The warranty does not cover:

  • normal wear, such as scratches or a worn strap
  • accidental damage, such as drops and knocks
  • water or moisture damage
  • batteries running down in quartz watches
  • a watch opened or repaired by anyone other than us
  • loss or theft

A Royal Pop is hand-wound. If it stops because it needs winding, that is not a fault.

To claim, contact us with your order number, a short description of the fault, and photos or a video. We pay shipping for accepted claims.

This warranty is in addition to the rights the consumer law of your country gives you, such as a legal guarantee for faulty goods.