Frequently Asked Questions

How will the parcels be shipped?
For our free shipping service, parcels will be shipped by registered post unless otherwise stated. As for urgent request, we are using FedEx/UPS, there will be an additional charge for this service. Please note that we do not ship to PO Box address when using FedEx/UPS.

How do I track my order after it is placed?
For FedEx or UPS delivery a tracking number will be emailed to you once the package is despatch. You will be able to track your shipment via the the FedEx link provided on our website. For UPS, we will provide a link in the email.

How long does it takes to deliver?
For free shipping, normally it takes from 8 to 14 days for deliveries to most countries in Europe and US.

Some items do not come with boxes, how are these packed for shipment?
All items will be securely packed in an outer box filled with foam packing materials prior to shipping.

Does your price include tax?
No, but you should contact your local authorities on any possible import taxes. All taxes and its related services payment is the responsibility of the buyer.

Do all the watches come with warranty?
All our watches come with 1 year International Warranty

What sort of payment do you accept?
We accept payment by Visa, MasterCard and Amex , these are process through Worldpay plc, which is a secured payment gateway. It is secured with 128 bit S.S.L. Encryption, as such you can be assured that your credit card number is protected when doing any transaction.

What type of currency payment do you accept?
Currently we are able to accept payment in US$, Euro, Pound Sterling and Aus$. This payment option is available at Worldpay plc site after the confirmation of order.

Do you accept payment by PayPal?
Upon request we will be able to accept payment by a PayPal verified member. The details of the ordering process will be informed to you when requesting payment by PayPal. Please email your request to sales@21jewels.com. Transactions in US$ only.

The watch I want to order appears to be out of stock?
Please email us your request to sales@21jewels.com and we will inform you the moment it is available.

Can I cancel my orders ?
Please consider carefully before ordering as we will not be able to cancel an order once it is submitted.

What is your return policy?
We only accept return if is a wrong model or not working upon receipt. If this should happen please inform us and return the item within 3 days of receipt via registered post. All item return must be in the same condition as it was despatch to you and it must not be worn, used, sized or altered in anyway. We will reimburse you the full postage upon receipt of the item and a replacement will be despatch. In the event a replacement is no longer available you will be refunded.

However, to help our customers have a pleasant online shopping experience we will accept return for reasons other than the above. All items to be return must be informed to us within 3 days after receipt and all shipping charges will be borne by the customer. Refunds will be made upon us receiving the goods in good working condition and are subjected to a 20% 'restocking fee' after deducting shipping charges. All refunds are at management discretion.