FAQ
When you choose George klein, you become an important part of our value chain. Because we want your time with us to be efficient and rewarding, here are answers to some Frequently Asked Questions about our site, products and policies. If you have a question that isn’t addressed here, please contact us directly.
RETURN
Do you accept returns?
Yes, within 14 days of receiving the order, customers can return products to George klein and get a full refund. The products customers’ wish to return must be in perfect condition with all the original packaging and components. Customers will have the full amount refunded once the watch arrives back to George klein in good condition.
How do I return an item?
We are unable to offer a free exchange or returns service. In the case where a customer does not like the product and requests a return, the customer will need to bear the shipping cost of returning the original watch back to George klein.
How long will processing a return take?
On average, it takes approximately 5 business days for the returning parcel to arrive back to George klein. Our Customer Service team will advise customers with more precise timing based on the courier service used and their location, while the refund will be issued back to the customer within 48 hours; upon the arrival of the returning parcel.
How will the refund be processed?
Any refund will be reflected on the customer’s Credit Card, PayPal,, within the next 15 days after the email notification is received.
EXCHANGE
Do you offer exchanges?
Yes, within 14 days when a customer receives their order, the customer can return or exchange their product. The product customers’ wish to exchange must be in perfect condition with all the original packaging and components. Customers may exchange it for another product of equal, higher, or lower value; and our Customer Service team will assist customers on handling the price difference (George klein will refund customers the difference for lower-priced product and bill customers for the difference of a higher-priced product) and procedures for the exchange shipment.
How do I exchange an item?
We are unable to offer a free exchange or returns service. In the case where a customer does not like the product and requests an exchange, the customer will need to bear the shipping cost of returning the original watch, and George klein will cover the shipping cost of the new product.
Once our warehouse receives the product, we will first assess its condition (in original packaging with all components and accessories included), and then our Customer Service team will assist on the product exchange.
How long will processing an exchange take?
On average, it takes approximately 5 business days for the returning parcel to arrive back to George klein, and another 5 business days for the new shipment of the exchanged product to arrive to the customer. The price difference will be settled along with the shipment arrangements, and our Customer Service team will advise customers with more precise timing based on the courier service used and their location.
What if there are price differences on my exchange transaction?
In cases where the new watch to be exchanged has a higher price than the original watch, the price difference will be settled together with the shipping charges (if any), after the original watch arrives back to George klein, and before the new product to be exchanged is shipped.
In cases where the new watch to be exchanged has a lower price than the original watch, the price difference will be refunded through the original payment method used by the customer, during the same moment when the original watch arrives back to George klein and the new product to be exchanged is shipped.
Our Customer Service team will provide more details on this process.
DELIVERY/SHIPPING
Delivery time
Average delivery time for our shipments are 5 business days.
When will my order arrive?
Our warehouse will process orders starting from the next business day after the order is submitted. Please allow 5 business days for delivery.
Please note that our delivery time frames are only estimates, and may vary in the event of external factors such as; Holidays, Courier's performance during peak seasons, or a Country’s restrictions.
In the event that the customer’s designated shipping country is affected by one of the above factors, the customer will be notified by a relevant disclaimer at the checkout page.
How can I track my order?
Once an order has been dispatched from our warehouse, customers will receive an order confirmation email with the relevant tracking number to check the shipment status of their order. Please kindly check the spam inbox, in case the order confirmation email is located there.
Customers may also check the shipment status of their order by visiting the provided Courier's website, and input the tracking number provided by George klein in the order confirmation email: ups.com
PRODUCT INFORMATION
Size and model help
Customers can find the main specifications of each watch on its relevant product page. If customers still need further advice regarding the size, fit, or model, please contact our Customer Service team by using the contact form.
Where can I find the product specifications?
Customers can find all the technical and design information about a product at the bottom of its page on our website.
If customers are unable to find what they are looking for, please contact our Customer Service team by using the contact form.
ORDER
How do I place an order?
Customers can simply add the product they wish to purchase to their shopping cart, then proceed to the checkout page and fill in their personal information, shipping address, and payment details.
How do I know if my order went through successfully?
As soon as the transaction has been processed, customers will receive an email with the order confirmation and order number. Customers can always access their order information by clicking on the "VIEW YOUR ORDER" button located in that email.
In the case that customers are unable to find any such emails from George klein, even after checking their spam inbox, there may be a chance that the email address provided when placing the order was wrong. Please contact our Customer Service team by using the contact form, and provide as many details as possible regarding the order, in order to allow us to better locate it.
I want to change or cancel my order
Please contact our Customer Service team by using the contact form .
PAYMENT
What payment methods can I use?
Credit Cards, PayPal.
How can I view prices in a different currency?
Click the $USD button on theGeorge klein website's main menu, and choose the preferred currency.
How can I request an invoice?
To request for an invoice to be share contact form , and provide the order information and any specific requests regarding the invoice details.
WARRANTY AND REPAIR
Does George klein offer a warranty?
George klein offers a 2-Year warranty guarantee service for customers who purchase our products directly on the George klein website.
For products purchased from our website, our warranty is for 2 years from the date of purchase. We will replace or repair a watch if the defect is covered by the warranty.
For customers purchasing from other channels, such as local authorized retailers, the warranty service will be handled by the original retailer.
The warranty covers manufacturing defects due to faulty material or workmanship only on the watch components itself (movement, case, bracelet or strap, hands and indexes) under normal condition of use. Other components or areas not included in the above will not be covered by this warranty.
Customers requiring further information about the warranty, please send an email to our Customer Service team using the contact form Specify the full name, address, and order number references (if purchased through our website), and a detailed description of the problem.
Note that repair/replacements will not be processed under the warranty in the following cases:
-Failure or damage caused by improper use or carelessness (dents, crushing, broken glass, etc.)
-Failure or damage caused by unjustifiable repair or customization
-Aesthetical changes that occur during normal wear and tear, or aging occurrences (minor scratches, color changes on the case or strap, peeling of the plating)
-If no proof of purchase is available
-Battery replacem
SALES INQUIRIES
How can I apply to be an authorized retailer for George klein?
For those interested in applying to be one of George klein’s authorized retailers, please submit a Company Profile by using the Contact Form, and we will forward the request to our Sales Team.
