Designers Watch Store Australia

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Frequently Asked Questions

  • Authenticity & Pre-sale Questions

  • Are all your items authentic?
    Yes they are 100% genuine watches. All our watches come with original boxes, paper works and authenticity cards from manufacturers. Whatever you will receive from Myer or David Jones, you will get the same set from us. We also provide 2 yrs warranty against manufacture defects and 30 days money back guarantee.
  • Why so cheap?
    You probably wonder why we are so much cheaper than everyone else and the the deal is too good to be true. Well, if you check our delivery information, you will see we have different warehouses in Europe, USA, Asia and Australia. We ship large number of products everyday, we make money via selling large number of items instead of making profits on each one. We put ourselves out here on the web for you to compare and verify. With the service provided, 24/7 email support, phone support during business hours, 2 years warranty and 30 days money back guarantee, ship from your local warehouse and handle your warranty locally, we do hope you will give us a try and save big for yourself!
  • Do you have a store that we can visit to make the purchase?
    Sorry we do not have a store and we are not intend to establish one. We do a great job keeping our prices low. If we open a store we will inevitably have to increase our prices significantly to accommodate for the increase in costs, rent, staff wages and other associated costs with a store. Hence we handle all the inquires via our websites. However if you want to return the product for exchange or refund. You can return the item to:   Designers Watch Store Pobox 382 Hurstville, NSW 2220. Please make sure you download the fill out the return form. Alternatively, you can also put the reason for return in a piece of paper and specify your name and order number.
  • Do you do pick up?
    We generally do not handle order pickup. We are barely able to ship all the orders out while handling all the requests everyday. However if really have to have the item picked up. You can contact us first and see if we can arrange this to happen. Please note you do need to pay the delivery fees for an express shipping if you want to do pick up. Coz it actually costs us a lot more if you want to pick up the product.
  • Delivery Questions

  • Where do you ship your watch from?
    We ship our orders from different locations depending on the shipping method you selected. Generally speaking, orders from USA are shipped from Texas, orders from Australia are shipped from Sydney, orders will Japan or Russia will be shipped from Hongkong. We do our best ensuring all the items are delivered in time, hence we may ship the item from from other countries(without further notice) when we deem necessary. We will pay for the extra shipping in this case.
  • What is the delivery time frame?
    Please check the table below  
    Shipping Info
    Shipping Methods Destination Countries Time Frame Costs Tracking
    USPS, AusPost, Netherland Post, Hongkong Post World Wide 10~15 business days Free 17track. Phone trackings*. Shipment Photo Available by request. Signature NOT required & Limited insurance.*
    EMS, Australia Post Satchel Destination Countries As Above 5~10 business days starts from 12AUD Track via 17track. Signature on delivery. Fully insured .
    DHL express or Australia Post Express Couriers Not shipped to Russia, Middle East Countries 3~5 business days starts from 18AUD Signature on delivery. Fully insured.
     
  • What is the difference between insured and not insured delivery? What is signature on delivery service?
    We provide signature on delivery and insurance for selected deliveries. Please check the image to see the comparison. In both cases:
    • if the parcel is lost during transit, ie the tracking does not show it is delivered at all. We will resend you the watch after 5~7 business days, just so Australia Post can complete their investigation and it does not show up after all.
    • if the tracking shows it is delivered, but you report to us saying that you have not receive it. We cannot resend you the watch if signature on delivery and insurance is included. Because it is compulsory to have the signature of the recipient for insurance policy to cover the lost of the claim. You can lodge a "dispute of delivery" with Australia Post or Couriersplease, they will resolve this for you.
     
  • Do I need to pay for custom duties if you ship from overseas?
    Yes. If there is any custom duties. You will be be liable. However we are a very experienced international seller. We retail our products globally. So we do know a few tricks which can save you the import taxes. So if you see the shipment notice with 15 usd item value. Please do not be surprised. It could have been 15 days of waiting plus at least 10% import taxes on the item if we put the real value.
  • Do I need to provide a phone number with my delivery address?
    yes. We strongly recommend you enter your mobile number when placing the order. Coz some delivery companies do send out sms to update the delivery. Also DHL express will not support delivery without a mobile number.
  • Payments

  • Do you take paypal? Is there a surcharge?
    Yes. we do use paypal. For paypal payment we will charge 5% surcharge to cover our costs. Paypal charges us a very high surcharge and hold the payments until we provide the tracking to you, (we need to capture payments from paypal, update shipping tracking to you and to paypal, lots of extra work!) due to the category of the products we retail. Due to the prices we currently have and work involved, we need to charge a surcharge to cover our costs. All paypal payment will come with 5% increase in price. We are very sorry for this. But you can check around, most sellers offer paypal will charge a higher price due to the work involved and payments hold. Additionally, for some products, our suppliers ask for payment upfront for us to receive the discount prices. Hence we can only ship the watch once the payment is cleared (15 business days after the payment is made, without uploading the tracking). You will be notified by us if it is the case. If you cannot wait, we will refund immediately. We also process credit card payment and bank transfer payment. All credit card payments will incurred 2.4% surcharge. Bank transfer will not incur any surchage. Items will be shipped immediately once the payment is received. All your information will be encryted and handed directly to payment gateway. We will not be keeping any of your information.
  • How and when do I get the refund once I return an item?
    Once the product is returned to us we will first check if it is brand new unused. We will send you an email update. Normally we will proceed with the refund immediately after we have completed our checks. Funds will be available in your paypal or credit card in 3~5 business days once the refund is issued. We will send you a credit memo email once the refund has been issued. For bank transfer. Please make sure you provide us with your account details for the transfer. It generally takes 1~2 business days for the funds to reach your account. All requests are handled by email or phone. We need to have the product back before refunding.
  • Is the final payment in AUD?
    Yes. The final payment is in AUD. We will display different conversion prices from AUD to USD for example .
  • Warranty & Money Back Guarantee

  • Do you have manufacturer warranty?
    Unfortunately, for the prices we offer. We cannot provide manufacturer warranty. You will notice some online retailers cannot provide manufacturer warranty, like Jomashop. Au shadestation. We provide company warranty instead. The watch will get repaired by our repair center first. If we fail to repair the watch, we will ship it to the manufacturers for repair or replacement. Just like the manufacturer warranty claims, a repair can take from 3 days to 3 months. It really depends on the availability of the parts required. Replacement or refund will be provided if fail to repair the item under warranty
  • How to make a warranty claim?
    Normally if there is any issue with the watch you can first contact us with photo showing the issue. Our friendly staff will advise on the procedure. You will find that normally you do not need to send the watch back. Return instruction will be provided by emails.
  • What is covered under warranty?
    All items comes with detail warranty manual from manufacturer. It described what are covered and not covered under warranty. We generally provide repairs for non warranty claims at the much cheaper price comparing to market rate. We conduct a glass replacement for around $40, battery replacement for free for our customers. However, we cannot commit any repairs, warranty or general repairs, during December period. Feel free to consult us if you need any watch parts and repair work done.
  • What is your money back guarantee?
    We provide 30 days no hassle money back, no questions asked. Period. As long as the watch is returned in original condition with all the parts intact, with all paperworks and packaging. We issue the refund on the same day we complete the checks. We are happy to provide refund screenshot by request, either to your facebook account or your email.
  • Water Resistance

  • Can I use the watch in the shower or swim?
    Generally No. Let me check your watch's water resistance rating... Still No. You may have checked that the watch is 200 m water proof. Well... it is not. There is never a thing called water proof. Check wikipedia if you want to. For all the designers items, they are not individually tested for water resistance before selling them to the general public. You may have had a watch that is extremely good with water for like 10 years from the same brand. Things may be different now, they are not built to last anymore. I guess you already know. To put it in a nutshell, We do not recommend the use of watch under water under any circumstances, even if the watch is rated 200m.
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Contact Details

If you would like to talk to us, you can talk to us via live chat, just click on the button on the bottom right hand corner to chat with us or leave us a message.
Our working hours are:


AEST 9:00 am - 6:00 pm Telephone & Live Chat Support , Mon-Thursday

AEST 9:00 am - 4:00 pm Telephone & Live Chat Support, Friday

AEST OFF , Sat - Sun

AEST 24/7 Email Support

 

You can also leave us a message in this page if you have any questions in regards to your future purchase or exisitng purchase.  We will reply to your message within 24 hours. 

 

Our contact number is:  0289703792                                                                                                   


Emails: sales@designerswatch.com.au


Address: Designers Watch Office
              Pobox 309 Banksia, NSW 2216
                                                                            

 

 

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