- Store help
- The Watch Factory >
- FAQ Part 2
FAQ Part 2
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched you will receive a tracking number by email that you can use to follow your order’s shipment. You can track your order here.
WILL I NEED TO PAY GST, CUSTOMS DUTIES & CHARGES?
Orders shipped to New Zealand for an amount more than of NZ$350 including shipping charges may incur GST, customs charges and duties. The general amount of these charges is about 20% of the dollar amount of the order plus shipping. However, this is just a general guideline and you should refer to NZ Customs Service' What's My Duty? Estimator to calculate charges that may be due.
Orders shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and these charges must be paid by the recipient directly to the NZ Customs Service. The Watch Factory is not responsibility for and will not reimburse any of these costs. Please note that separate orders placed on the same day may be subject to New Zealand GST, charges and duties.
The Watch Factory cannot control and is not responsible for any duties, taxes or charges applied to your package. You will be responsible for paying additional charges for customs clearance. Please see NZ Customs Service' Frequently Asked Questions for further information. Please note, in rare occasions custom agents may delay the delivery of some packages.
WHAT SHOULD I DO IF I RECEIVE A DAMAGED OR FAULTY ITEM?
If you have received a watch that is damaged or faulty, please contact us via Trade me or by sending us an email to support@watchfactory.com.au. We will quickly help to resolve the issue and we will give you options for a replacement watch or a refund, whichever is most convenient for you.
DO YOUR WATCHES COME WITH WARRANTIES?
Yes, all our watches come with international manufacturer’s warranties. The length of warranty depends on the brand of your watch. Most warranties are for 1-2 years, please view the product page to see check the warranty that comes with the watch you’re interested in. A warranty booklet will be inside your watch box, or the warranty details will be available online from the manufacturer's website. The warranty defines which issues are covered under warranty and which issues are not covered under warranty. The warranty for every watch brand is different and you need to refer to your watch's warranty for more information.
CAN I RETURN AN ITEM THAT I DON’T LIKE?
We offer a 30-day returns period to send your item back for a refund or exchange. All returns must be in perfect condition with the watch box and packaging. Return postage is paid by the buyer. Please contact us to organise a return.
CAN I EXCHANGE AN ITEM FOR SOMETHING ELSE?
Provided that the returned item hasn’t been worn or damaged, you can exchange it for another item. Please contact us so we can organise this for you.
HOW WILL I BE REFUNDED?
You will be refunded via the same payment method you used to make the purchase. It may take several working days for the refund to appear in your account after we’ve received your return.