Frequently Asked Questions

General
Shipping & Handling
Order Information
Returns & Exchanges
Watch Specifications
Warranty & Repair
Payment, Currency & Security
Account

General

 

Do you have a physical store or an authorised reseller?
We currently only operate online on this website. If you love our timepieces as much as we do and would like to become a stockist or authorised reseller, we would love to hear from you. Kindly send us a message with your interest to [email protected]

Where is the best place to contact you?
We are active on the following platforms within the operating times below.

Hours (AEST):
Monday-Friday: 9am-5pm

Email: [email protected]
Instagram: @heirwatch
Facebook Messenger: @heirwatches

Do you offer gift cards?
At this stage, we don’t but we are working on it! We hope to include this feature by September. Please check back again then.

Shipping & Handling


Do you ship internationally?
We are proud to say that currently we are able to provide free express international priority shipping to over 220 countries worldwide. Please note, we do not post to PO Box addresses. For more information, please visit our Shipping & Delivery page.

Do I have to pay for duty and tax?
You will not have to pay additional fees beyond the product price and order.

 When will my order be shipped?
All orders placed before 2pm AEST will dispatch on the same business day. For orders placed after this time, it will be dispatched the following business day.

When will my order arrive?
We ship all our orders from our warehouse facility in Sydney, Australia. Please visit our Shipping & Delivery page to view our shipping delivery times.

Order Information

 

Can I amend or cancel my order after it’s been placed?
We like to dispatch all orders in a timely manner. All orders placed by 2pm AEST will leave the same day. Orders after this time will be shipped next day. We cannot guarantee we can change or cancel your order once it has been placed.
Please email [email protected] immediately to notify us of any changes once your order has been placed.

How do I track my order?
Once your order has been picked up by our carrier, a shipping confirmation will be sent to your email containing the tracking number and estimated time of delivery of your order.

What if my order hasn’t arrived within it’s estimated delivery time?
If your order hasn’t arrived to you within this specific time and you suspect it may be lost, missing or gone to the wrong address, please email [email protected] so we can locate your parcel.
We are not responsible for orders that are delayed, lost, damaged or incorrect addresses once it is in transit. 

I have received the wrong product, what do I do?
We will ensure each order is packed and checked correctly before dispatching, but in the event you have received the wrong product/s, please contact [email protected] immediately and we will prioritise you to resolve the mistake. 

What if I received a faulty watch?
We like to think we are perfectionists, so we take pride in ensuring all timepieces are manually inspected and that each order is safely packaged before sending it to you. If anything isn’t as it should be when you receive your order, please email [email protected]

Returns & Exchanges

 

What is your return and exchange policy?
We accept and offer free returns and exchanges within 60 days of you receiving the order, provided that the items are returned unused and in its original condition. We abide strictly on hygiene and personal care so we advise not to pull the strap through the buckle or adjusting the time on your timepiece when it arrives until you decide you love it!

What is your return process?
To arrange a return, please email [email protected] After you have been in contact with one of our customer care team, we will send you a paid shipping label and detailed instructions on how to return your watch. Please include a copy of your receipt and order number as proof of purchase.

When will my purchase be refunded?
Once we have received your returned items and inspected it, you will receive an email confirming that your refund has been processed. This usually takes three days to complete once we have received the item.

Watch Specifications

 

How long is the battery life of my watch?
All our timepieces are fitted with batteries that are expected to have an operating time of two years. External factors such as temperature, humidity, air pressure etc. may slightly alter the life of the battery. Each timepiece can be easily brought back to life by replacing the battery found from your local authorised watch repairer.

Do you have a size guide?
All our current timepieces has a case size of 40mm width which we believe is the perfect balanced size for both genders of any wrist sizes.

How can I care for my timepiece and strap?
We recommend storing your timepiece in a cool dry place wrapped in a soft cloth to preserve any external moisture and heat from affecting the materials for optimal longevity.

Are all the timepieces compatible with all the interchangeable straps?
Yes, they are! All our timepieces have the same case size of 40mm width which means all our interchangeable straps are compatible with each case.
We strongly encourage you to create your own unique style by pairing them with different straps. We have an article here to refer to which straps is best paired with which case. As a rule, we would stick to the straps that has the same buckle colour to match the timepiece’s case colour for perfect pairing.

My chronograph timepiece’s subdials isn’t set to its starting position, how can I fix that?
Simply pull out the crown to the position you would have it in to adjust the time and simply press either the top or bottom pusher buttons to make the subdial hands jump one second forward or backward by a second. Once it is at the right position, push the crown completely back in.

Are the timepieces water-resistant?
All our timepieces have a water resistant level of of 5ATM which means they can withstand up to 50m or 164ft under water for 10minutes. This makes it suitable for shallow water activities, including swimming in a pool or ocean for a short period of time. We do not recommend them to be used when showering/bathing or water sport activities such as diving into the water. Doing so can void your warranty.

Warranty & Repair

 

How long does the warranty cover?
Our timepieces are covered by a limited two year warranty from the original purchase date from us or an authorised retailer. This warranty covers against material and workmanship defects. This does not apply to loss, theft, water damages and general wear and tear. Please note, straps are not covered by this.

How do I make a warranty claim?
Please get in contact with [email protected] with your original purchase documentation ready. We do not honour any warranty claims that are not accompanied by proof of purchase. We reserve the right to reguse warranty claims if our conditions are not met. View the full terms and conditions of our warranty here. 

My watch stopped working, what do I do?
Ensure that you follow the instruction booklet to adjusting the time and that the crown is pushed in completely.

If the battery needs replacing, you can easily find them in most electronic store where batteries can be found. Most watch repair shop will also be able to assist with the battery replacements. We do not encourage you to replace them yourself as the parts within each timepiece are carefully built. Your warranty can also be voided if this causes damage to the watch.

If this does not resolve the issue, please email [email protected]

How do I get my watch repaired?
Once you have been in contact with our customer care team for advice, you can return your timepiece for us to assess. Repair time may vary and timeframes will be given upon assessment.

Payment, Currency & Security

 

What payment option do you accept?
We accept PayPal and Afterpay in selected countries. All available payment options for each country are displayed at the checkout. You may be subject to incur a currency conversion fee. 

What if I don’t have a Paypal account?
No problem! Once you select Paypal as your payment method you will be able to select the option to pay with your card through Paypal. 

What currency is the site displayed in?
All prices on our website are displayed in Australian dollars. 

What currency will I be charged in?
You will be charged in the currency shown on the checkout page upon order completion. You may be subject to a conversion fee by your card issuer. 

How do I use an online promo code?
If you have a discount code you would like to redeem, simply enter your promotional code ino the space provided during checkout before payment. Please note that promotional codes cannot be applied to orders after payment has been received.

Can I buy now and pay later?
Absolutely! Choose Afterpay as your payment option and pay no interests.

Account


How do I reset my password?
If you’ve forgotten your password or simply want to change it, please visit the Account page and click “Lost your password?” and follow the prompts.

What are the benefits to signing up to your e-newsletters?
We want to provide the latest news and updates to our customers and provide them of any discounts and offers during promotional offers. Upon signing up, you will be joining our community who will be the first to know of all our product releases and offers.