FAQ

When you choose Decima Watches, 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 at [email protected]

ORDERING

Simply ADD the item you wish to purchase TO CART.  You will be redirected to the cart page where you can change the quantity and apply coupon codes. Click the CHECKOUT button and you will be redirected to the checkout page. Fill in your information and complete the order. If you have any questions please feel free to contact us at [email protected]

Look for discount code in the cart page. Enter the coupon code and apply. The discount will immediately be reflected in your payment total.

The moment that you complete your order we will send an confirmation email to the email you entered in the checkout page.

Please contact our Customer Service as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible we may still be able to change or cancel it.

PAYMENTS

In order for all the payments processed at decimawatches.com to be secure we choose paypal as our gateway (you can pay with credit and debit card via paypal).

Please review your payment details given at the paypal page. If you are still having problems please contact us at [email protected]

DELIVERY/SHIPPING

We work to fulfill our orders as promptly as possible. We begin processing your order the business day after it is submitted. Expect to receive your order 7 to 15 business days from that date, keeping in mind that packages aren’t transported over weekends or local public holidays.

Please note that our expected timeframes are estimates and can vary due to factors outside of Decima Watches, and the courier’s, control. Promotional campaigns may also impact order turnaround.

Yes! You will receive a tracking number once your order has been dispatched, at the email adress used in the checkout page. Contact us at [email protected] if you do not receive your tracking code within 7 days from placing the order and we will look into the situation.

All orders for the Decima Scylla will be shipped from Tirana, Albania (not in the EU).

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Decima Watches cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

RETURNS AND EXCHANGES

As an important part of our value chain, we offer a 30-day return policy. You will receive a full refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included).

Please note shipping fees will be applied to the exchange, according to the destination.

Yes, within 30 days of receiving your order. As with returns, the item you wish to exchange must be in mint condition with all original packaging and components. You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product.

Please note shipping fees will be applied to the exchange, according to the destination.

We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item, or your order is damaged, please contact us within 30 days so we can work with you to correct the issue.

We will send you an email confirming receipt of your return. Your refund will reach you approximately 3 to 5 days after that email.

If you have not received an email within two weeks of the date you shipped your return to us, please contact Customer Service with your order and tracking numbers so we can assist you.

Once we receive your email requesting the return, we will email you instructions about how to pack and ship your item. Once we have received the package, we will process your refund within 7 business days and send you a notification to the email address you provided with your transaction. Expect the refund to be reflected on your credit card or PayPal account up to 3 days after that point.

How do I return or exchange an item?We’re sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service and write to our Customer Service the tracking number to [email protected] follow the below process for returning your parcel to us:


1. Re-pack the item in its original packaging with labels and tags still attached.
2. Cover your address label with the Decima Watches address for returns.
3. Return the package by using the Post Office counters or scheduling a Pick Up with the Courier (DHL, GLS)
4. Obtain proof of postage from the Post Office/Courier. Please do not post the package through the post box without obtaining a certificate of posting and tracking number.
5. Keep your certificate of postage safe as you will need this as your proof of return

Once we receive the product to our warehouse, we assess its condition (in original packaging with all components and accessories included) and then we will proceed with the refund or change of the product.

WARRANTY AND REPAIR

For items purchased from our website, our warranty is for two years from the date of purchase on Decima Scylla Collection. We will replace or repair your watch if the defect is covered by the warranty. This warranty covers manufacturing defects due to faulty material or workmanship only on the watch itself (movement, glass, case) under normal condition of use. Parts other than the above are not covered by this warranty.


To have a replacement item covered under this warranty, please write us on [email protected] and Write “Warranty and Repair” in the subject line. Specify your name, address and a scan of the valid purchase proof or order number references if purchased through our website, and a detailed description of the problem at hand.


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
Esthetical changes that occur during normal wear and tear and aging (minor scratches, alteration of the color on the case/band, peeling of the plating)
If no purchase proof is available
Battery replacement

Note that the case, dial, hands, band or other parts may be replaced with substitutes if the originals are not available.

This warranty warrants that you may receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.