FAQ

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If you find a problem or fault in the watch within 30 days of receiving it - return it, and you’ll get a full refund (including shipping costs if we are at fault).

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ORDER QUESTIONS

WHERE DO YOU SHIP?

Our watches are only sold on-line, but we ship almost everywhere across the globe, covering North and South America, Europe, Asia, Africa and Oceania. The only countries we cannot ship to at the moment are China, Hong Kong, and Isle of Man. We use only major, trusted international carriers (such as USPS, DHL, Fedex, etc.) to ensure your package arrives to your destination safely and securely.

HOW MUCH DOES THE SHIPMENT COST?

Standard shipping to anywhere costs $5, and is free if you order 5 or more watches. It takes up to 29 business days for the package to reach you with the standard shipping method. You can also opt for express shipping, which costs only $13 (or is free if your order 20 or more watches) and your package reaches you within 10 business days. Normally, the shipping times are faster for U.S. based customers.

NOTICE: For following countries special shipping conditions apply:

Mexico, India, and Kuwait - only standard shipping available, taking 10-29 business days, for $20, for one or more watches.

South Africa - express shipping only (DHL), up to 15 business days, for $30. Other type of shipment has high chance of being lost during delivery.

Monaco - only standard shipping available, taking 5-10 business days, at $13, for one or more watches.

Brazil - only standard shipping available, taking 10-29 business days, for $20, max. 2 watches per order.

Curaçao - standard shipping (up to 38 business days), at $5, and express shipping (3-10 business days) at $20.

China, Hong Kong, Isle of Man - unfortunately, we are not able to ship to these locations at the moment.

CAN I TRACK MY ORDER?

We send you a an email with the tracking details as soon as your order leaves our warehouse. Please note that after you receive the tracking information, it can take up to 48 hours for the tracking information to show up on the website. If in doubt, please contact support@swoleoclock.com for an order update.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

If you opted for standard shipping it can take up to 29 business days for your SWOLE O'clock piece to reach you. With express shipping, it takes up to 10 business days to reach you. Please note that the typical order dispatch time is 1-3 days, which may take a bit longer around public holidays. If you need it faster, contact us to see if we can have something special arranged.

I HAVEN'T RECEIVED MY PACKAGE - WHAT SHOULD I DO?

Please get in touch with us at support@swoleoclock.com and we’ll help you out.

CAN I CHANGE OR CANCEL MY ORDER?

At Swole O'clock®, we're super-efficient and want you to have your watch as soon as possible. We will try to process and dispatch your order as quickly as we can, which may limit our ability to add items to the initial order or to prevent a package from shipping. Nevertheless, do reach out to us at support@swoleoclock.com and we'll do our best to accommodate your request.

WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER?

You may have to. This depends on your local custom regulations. Customers are responsible for any possible duties and taxes that may be applied by customs in their countries. You can contact your local customs offices for information before placing the order.

THE WATCH I WANT IS SOLD OUT, HOW CAN I GET IT?

Please contact us at support@swoleoclock.com - we may be able to immediately give you an estimate of when the timepiece is going to be re-stocked. Alternatively, you can subscribe for notifications and we will email you as soon as the watch is available.

WHAT IS YOUR RETURN POLICY?

For all the information regarding our Return Policy, please check the Return Policy (above).

I JUST RECEIVED MY WATCH BUT IT ARRIVED BROKEN - WHAT SHALL I DO?

Please contact us at support@swoleoclock.com, describing the issue with the product. You can also send us good, close-up photo(s) of the product, showing the fault or a short 10 second video and our team will resolve the issue for you ASAP.

I HAVE JUST EMAILED YOU, WHEN WILL I HEAR BACK?

We aim to reply to you as soon as we can - this shouldn't take longer than 48 hours. You can also try chatting with our Support Team through Facebook Messenger (@swoleoclock).

PAYMENT QUESTIONS

HOW CAN I PAY FOR MY ORDER?

We accept all major credit and debit cards as well as Paypal. Please note that if you are unable to place an order and your card is getting rejected, it may be because your card is not allowed to make international payments. In this case, please call your bank and have them give your card permission to make international payments and your order should go through without any problems.

We accept Visa, MasterCard, and American Express cards, as well as Apple Pay via STRIPE payment gateway. 

CAN I PAY WITH INSTALLMENTS?

If you're from the United States, yes, you can use PayPal Credit Function to pay in 6 months installments. If you pay on time, no fees or credit % is added. You will see an option to apply for the PayPal Credit when choosing PayPal as the payment method on the checkout (under the "Pay with" options).

PayPal Credit

I HAVE RECEIVED A DISCOUNT COUPON - HOW LONG IS IT VALID FOR?

We try to show our appreciation to loyal and valued customers by offering the discount coupons. Some of them have unlimited validity, others may be open to use just for a certain time. If not specified, please drop as a line at support@swoleoclock.com and we’ll be happy to check that for you. Please note that the discount codes won't be accepted for already discounted items. 

WHAT IS THE DONATION OPTION AT THE CART PAGE?

At SWOLE O'clock we believe in our motto "Strength Will Overcome Limitations Every time", and in people who represent that motto. We believe veterans, are the group that represents it for sure, so we have added an option for you, to donate 3% of your Military Collection order value, to one of 3 veteran supporting charities. You don't have to pay extra, you just need to opt in. We will make the transfers to chosen donation once a month, hoping, even the small % will help some of the real life heroes.

RETURN POLICY

We understand that you might simply not like what you see once you get it. No hard feelings. Read below how to return a product.

Before returning items to us, please read and follow the instructions below. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.

Swoleoclock.com reserves the right to charge a handling fee on all returned products.

Within 30 days of the purchase, we will accept the return on full refund (except the shipping cost), with no questions asked. It was too big, too small, you didn't like the feel of it - happens, no problem. Just before you ship anything back to us, let support@swoleoclock.com know. Also read below about the Non-Quality returns.

Within 1 year of the purchase we will accept any return/exchanges for technical problems (stuff happens, not often, but just in case). This warranty is applicable ONLY to orders placed from November 2016 on. You will need to provide photos/video of the issue BEFORE a return , so please write to support@swoleoclock.com when you feel something is not right with your watch.

 

General Returns

NOTE: Before you ship anything back to us, please inform us (support@swoleoclock.com) of the shipping method and cost you plan to use - we might want to offer you a better way. Once we agreed on optimal shipping method we will reimburse you based on the shipping receipt.

1. All products must be returned in their original condition.

Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to via email and obtain a "Product Return" form that must be included with your package.

2. Mis-shipped products: For mis-shipped items (item shipped was not the item ordered), once confirmed, we will be responsible for an item exchange and any shipping fees. If you so choose, you can also return the product and get a full refund plus the shipping and handling fee.

3. Color Errors: If the color of the item received is not what was ordered, you are eligible for a full refund. (This does not apply if the color difference is caused by your display monitor.)

RETURNING FOR REPLACEMENT AND REFUND

1. Quality Issues: We will be responsible for an exchange or refund if there are any product quality problems within 1 year of the Customer receiving the item. Customers may need to send the product back to us, and after confirming that the product has not been damaged on purpose, we will exchange the product or offer a refund. 

This warranty is applicable ONLY to orders placed from November 2016 on.

2. Non-Quality Issues: If a customer returns a product within 30 days of receiving it, for non-quality reasons, we will offer an 85% refund.(15% is for the shipping fee which cannot be returned)

Returned products should be in brand new condition with original packaging. If any accessory or the original item is lost during the process of returning, we will deduct the price of the lost item from any refund.

CANCELED ORDERS (BEFORE PROCESSING)

If an order is canceled before it is processed for shipping, there will be no costs incurred.

WRONG ITEM DELIVERED

After confirming the wrong item has been sent, we will exchange your item or fully refund the item and pay for shipping both ways.

WARRANTY INFORMATION

This warranty is applicable ONLY to orders placed from November 2016 on.

Your Swole O’clock watch is warranted by Swole O’clock Ltd for a period of twelve [12] month from the original date of purchase. Under the terms and conditions, your Swole O’clock Ltd warranty covers mechanical and manufacturing defects. A proof of purchase is required to validate your warranty which can be in the form of a copy of the online order confirmation, purchase receipt, or a retailer dated and stamped warranty booklet. During the warranty period, the movement, hands, and dial are the only components covered under this warranty. A covered component will be repaired free of charge in the first instance and in the event that we cannot repair, the watch will be replaced free of charge if it proves to be defective in material or workmanship under normal use. In case of replacement, Swole O’clock Ltd. cannot guarantee that you will receive the same model watch. If your model is not available, a watch of equal value or similar style will be provided. The warranty does not cover:

* Glass, strap or bracelet

* Damage resulting from improper handling, lack of care, accidents or normal wear and tear

* Water damage unless marked water-resistant (50m or above)

* Indirect or consequential damage resulting from the defects, inaccuracy or inoperativeness of the watch.

This warranty is void if the item has been damaged by unauthorised service, or other factors not due to defects in materials or workmanship, or a valid proof of purchase is not included.

For queries about the processing of a repair or a repair that you have already sent in, please contact us via email support@swoleoclock.com. Along with your item, please include the following information:

* Name

* Full address

* Daytime contact telephone number

* Email address

* Where your item was purchased from

* Model reference of the item (Can be found on our website)

* Full description of the work required

* A copy of your proof of purchase.

Please do not send your original packaging as it will not be returned. Swole O’clock Ltd. highly recommends that you insure your parcel and adequately protect the watch during shipment. Swole O’clock Ltd. is not responsible for product lost or damaged during shipment. If your item is covered by the warranty the item will be repaired and sent back free of charge. For repairs not covered by the warranty you will receive an estimate of cost to approve before any work is carried out. Please note that all of our prices are subject to change.

SOCIAL

I absolutely love your watches, where can I leave you a feedback?

We are always thrilled to know our customers are happy! Please do tell us about it at hi@swoleoclock.com. We would also love it if you choose to like, comment and follow us on social media. Just follow the links in the footer.

Please feel free to spread the news about your experience with Swole O'clock®.

What to do to be featured on your website wearing my new Swole O'clock piece?

Easy. For a chance to be featured use #swoleoclock hashtag in your photo wearing Swole O'clock® piece on Instagram.

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