Watches of Switzerland

Orders & Shipping

When will my order be processed?
We target to process and ship all orders within 3 business days from the date of purchase. Upon successful checkout, you will receive an order confirmation email. You will be notified via email, once your order has been shipped.

Do I have to pay for shipping?
We provide complimentary shipping to addresses registered in Singapore. Shipping charges apply to areas outside Singapore and vary depending on the shipping destination, typically ranging from US$120 to US$300 per destination.

Do you ship to PO boxes and freight forwarding addresses?
No, we do not ship to PO boxes for security reasons.

Is my order insured during shipping?
We insure all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same products order, or refund the amount paid by you in full.

How do I know the shipping status?

Once your order has been shipped, you will receive a notification from us or the courier service, including the tracking number and relevant instructions. You can use this tracking number on the courier’s official website to track the status and location of your package. Please note that tracking updates depend on the courier’s system and availability.

Do I have to pay taxes on my order?

For orders shipped within Singapore, a Goods and Services Tax (GST) will be applied during checkout. For orders shipped outside Singapore, no taxes or duties will be charged at checkout. However, you will be responsible for paying any import taxes, duties, or fees imposed by the destination country. These charges are determined by local customs policies and are payable directly to the authorities or courier upon delivery.

Payment

Is this online boutique secured for online payment?
Watches of Switzerland (operated by The Hour Glass Limited) takes the security of online transactions seriously.

Our online boutique runs on 256-bit SSL certificate that protects credit card and transaction data at the same security level provided on bank websites or applications. Our online payment gateway is also certified Level 1 PCI DSS compliant, the highest level of payment security standard available. We do not store your credit card or debit card details.

What payment methods do you accept?

We accept both debit and credit cards from AMEX, VISA, MASTERCARD.

Please note that during the checkout process, for added security, your bank may prompt you to enter an One-Time Password (OTP) on our webpage. During this period, please do not close your browser.

What currency do you bill in?
We bill exclusively in Singapore Dollars (SGD). At point of payment, we bill in SGD, and your credit or debit card provider will convert this into your card default currency and bill you accordingly.

Returns

What is your returns policy and process?
Customer satisfaction is paramount for Watches of Switzerland (operated by The Hour Glass Limited) and we endeavor to ensure you are satisfied with your order. You may contact our Customer Service representative for an exchange or return. If the watch is found to be with manufacturing defect(s) within 7 days of receiving, subject to our assessment upon return, we may offer an exchange or refund.

To return an item, please send an email to wos.jewel.sg@thehourglass.com and indicate your order number. A Customer Service representative will get in touch with you and send a Return Request Form for your completion. If the returns fulfill our assessment criteria, you will then be provided with an authorisation number.

To apply for a refund, please initiate a request for an authorisation number within 7 days of receiving the order and ship the product to us within 3 days of the authorisation number being issued. Products must be returned with the original invoice shipped together with the product(s). The product(s) are to be in an unused state and in brand-new condition, with all original shipping and product packaging, protective materials, and tags in place.

Watches of Switzerland (operated by The Hour Glass Limited) will not accept any returns if the product shows signs of wear or has been used or altered from its original condition in any way, or if the 7-day returns authorisation window or the 3-day shipping window has passed.

If your order is found to have manufacturing defect(s) through our quality assessment, we shall return the amount paid by you in full through the same debit or credit card you had used to pay. Alternatively, we may ship a new replacement watch. In both cases, the cost of the returns shipping will be borne by us. Please note that refunds can take up to 10 working days to show on your account, starting from the day we receive the returned item, due to varying processing times between payment providers.

If your returns do not meet our quality assessment, we shall ship the same watch(es) which you have returned, back to the same shipping address as your original order. We will also send you an invoice for the returns shipping fee.

Miscellaneous

Third Party Rights

Except as expressly provided, these terms and conditions are between you and us. No one other than a party to these terms and conditions shall have any right to enforce any of its terms. The Contracts (Rights of Third Parties) Act 2002 (Cap 53B) is expressly excluded.

Governing Law and Jurisdiction

These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Singapore.