Contact Us

Core Contact Information

Email: [email protected]

🕐 Customer Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (China Time)

A quick heads-up from our operations team: we’ve found that by focusing on email support, we can provide more detailed, well-considered answers than a rushed phone call often allows. It gives us time to properly investigate any questions about movements or materials, for instance. So while we don’t offer phone support just yet, our inbox is manned by experts who provide responses that are both speedy and substantial.

Service Commitment

Here’s how we’re building trust, one email at a time. Our service commitment isn’t just a list of promises—it’s our operational playbook, reviewed weekly by our support lead:

• We guarantee a response to all the emails within 24 hours on business days. Typically, it is much quicker.
• Urgent matters, like a shipping address you need to change now or a billing query, are flagged and targeted for a 4-hour response during our working day.
• Every single request is tracked in our system from the moment it lands until we’ve sorted it out.

Pro Tip

To help us jump on your question immediately, our specialists recommend including these three things:

• Your order number (if you have one)
• The email address you used at checkout
• A quick summary of what you need

How We Support You

So, what can you actually ask us? Pretty much anything. Our team, which includes a few genuine horology nerds, handles everything from the logistical to the technical:

• The “where’s my watch?” classics: order confirmations, tracking, and delivery updates.
• The money stuff: payment and billing questions.
• After you’ve unboxed it: returns, exchanges, and after-sales support.
• The fun part: product details, sizing, and what we’d personally choose.

Speaking of the fun part, if you’re deep-diving into a specific collection—like our replica Rolex watches—and want the unvarnished truth on the clasp feel or the dial’s sunburst effect, just ask. Our email isn’t handled by a generic bot; it’s managed by people who know these products inside and out, and we’ll give you the straight story.

If you hit any snag or have a moment of “I’m not sure,” just shoot a message to [email protected]. We’ll talk you through it, step-by-step.

Response Expectations

Here’s a peek behind the curtain of what happens when you email us:

• You will first get an auto-acknowledgment that confirms we’ve received your message.
• A real human reads your message—carefully. If we need more information, we’ll ask.
• High-priority issues like lost parcels or payment problems receive urgent attention during support hours.

We’ve opted out of the hectic back-and-forth common in live phone support and instead commit to a more considered, documented, and powerful email experience. Our approach is to get it sorted once, with clarity on timelines and no runarounds.

FAQ Guidance

Before you fire off an email, you might just find the answer is waiting for you in our comprehensive FAQ page, packed full of solutions to the most common questions about orders, shipping, and returns. It’s a great first port of call. But if you don’t see what you need there, we’re only an email away.