FAQ

Frequently Asked Questions

Order and Shipping-

Order Status: The contact method entered at checkout will receive your order and shipping updates. This will be the phone number or email address you provided.  Access the order link provided to track your order with Shop. You can download the app from the "Order Status" page. Order numbers will appear as #1001, #1002, #1003 etc. 

Processing and Shipping Information: Shipping is currently available in the U.S. only. All orders will be processed and shipped within 2-4 business days after the order is placed. If an item is labeled "Pre-Order", production time will be approximately 5-6 weeks from the day the order was placed. Processing and shipping times still apply after production time is complete.

Return/Refund Policy: This Return Policy outlines the procedures and conditions for requesting returns and refunds on purchases made through our store. Please read this policy carefully before making a purchase.

              Situations Eligible for Return:

              -If the product received does not match the order (incorrect model, color, or                      size)

              -If the product is defective or damaged upon receipt

              Situations Not Eligible for Return:

              - Returns due to a change of mind or personal preference

              - Normal wear and tear over time

              - Damages resulting from misuse, accidents, or improper handling

              - Water damage, unless the product is explicitly marked as water-resistant or                      waterproof

Initiating a Return:

To start the return process, please contact us within 7 days of receiving your order at support@enteremailhere. Provide the following details:

              - Your order number

              - A detailed description of the issue

              - Clear photos or videos illustrating the problem, if applicable

Our customer support team will evaluate your request and respond within 3 business days to confirm eligibility. Additional information or evidence may be requested to process your return.

Return Shipping Instructions:

If your return is approved, we will provide detailed instructions for sending the watch back to us. Return shipping costs will be covered at no cost to the customer if there is a defect. A pre-paid shipping label will be provided to you upon approval of the return.

Refund Processing:

Once we receive the returned watch, we will inspect it to confirm eligibility for a refund. This inspection may take up to 5 days from the date of receipt.

If the return is approved, we will process the refund within 2 business days. Refunds will be issued to the original payment method. Processing times for refunds to appear in your account may vary depending on your payment provider.

This Return Policy is subject to change without prior notice. Any updates will be posted on our website.

By making a purchase from Raphael Redlaw, you agree to the terms and conditions of this Return Policy.

Accepted Payment Types:

 

Product Information:

Watch Types: Raphael Redlaw specializes in selling timepieces with automatic movement. An automatic movement is also known as a self-winding movement. It is a type of watch mechanism that winds itself using the natural motion of the wearer's wrist. Inside the watch, a small rotor spins as you move, transferring energy to wind the mainspring. This stored energy powers the watch, eliminating the need for manual winding or batteries (as in quartz watches). As long as your timepiece is worn regularly, it will continue to run on its own. If you are not wearing the timepiece daily, it is best to maintain the movement of the watch by placing it on a watch winder.

Water Resistance: Refer to your specific watch details on the site for the ATM description. ATM stands for "atmospheres" and indicates the pressure a watch can withstand, with each ATM equivalent to 10 meters of water pressure. While ATM ratings provide a general guideline, real-world conditions can vary, and it's always best to err on the side of caution when using a watch in water.

Warranty: Each timepiece comes with a 2-year manufacturer warranty. Maintain proof of purchase in the event you need to initiate warranty service. Reasons not covered by warranty include:

              -Damage from accidents, misuse, or improper handling

              -Scratches or cosmetic damage from use or wear

              -Damage from water exposure (unless the watch is specifically water-resistant.                   If water-resistant, claims can only be filed if damage occurs outside of the                         parameters of the ATM rating for your specific watch.

              -Damage caused by unauthorized repairs

Watch Care: Please download the corresponding watch guide for your purchase by scanning the QR code provided on the Thank You card received with your purchase, or you may download a PDF guide here: Automatic Watch Instruction Manual.

Other: All other questions may be submitted to Customer Service. Locate the "Contact Us" form on the site. Complete the form and provide as many details as possible.