returns, exchanges & refunds

Damages & Issues
Please inspect your order upon receipt and advise us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

US Returns
To start a return, you can contact us at sales@usa.crystaltimes.net. When your return is accepted, a label will be provided upon request. If we provide a label the cost will be deducted from any return refunds. Items sent back to us without first requesting a return will not be accepted. We do not accept returns on items that have already been installed or used. Items need to be returned new and in original packaging. Return request needs to be submitted within 45 days of placing your order.

Canada & Mexico Returns
To start a return, you can contact us at sales@usa.crystaltimes.net. When your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We do not accept returns on items that have already been installed or used. Items need to be returned new and in original packaging. Return request needs to be submitted within 45 days of placing your order.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refund returns will be processed within 14 days.

Exceptions
Some items cannot be returned such as on sale items, limited edition items, discontinued stock items, and movements. Please get in touch if you have questions about your specific item.