This page is dedicated to frequently asked questions we receive from our support department in order to help you get answers to immediate questions. 

If your question requires further support, please contact us at: support@forgeandfoster.com and our team will answer it as soon as possible!

 

 

ORDER INQUIRIES

 

• 1. I have an error with entering my shipping & billing details. What’s wrong?
  • There may be a problem with your credit card or address details. The billing address should match what your bank has on file. Please review and ensure your post code is entered correctly. Sometimes it’s also the way you have formatted the address.
• 2. My order won’t go through… can you help me?
  • Double-check your billing & shipping details. If you’re still having errors, contact us: support@forgeandfoster.com
• 3. I need to change some details on my order… what do I do?
  • Please contact us immediately - support@forgeandfoster.com - as we process orders within a few hours. Once we’ve processed it, we’re unable to make changes.
• 4. I just placed an order. Can I add another item?
  • Unfortunately we cannot perform this, and would suggest placing a new order for the new item.
• 5. Where is my order confirmation & tracking details?
  • You will receive an email confirmation once the order has shipped. It will also contain your tracking details. Make sure to check your spam/junk folders. It will be coming from “Forge & Foster - support@forgeandfoster.com”. Keep in mind, it may take up to 24 hours for your tracking information to fully update after it's been despatched. 
• 6. My order status says “Unfulfilled”. What does this mean?
  • It simply means we haven’t shipped out your order yet, but we have received your payment. Once you receive your tracking details, it will become a “fulfilled” order.
• 7. Why was my order cancelled?
  • This may due to our fraud filter picking up on a particular discrepancy with your order. If it persists, make the order through PayPal.  (www.paypal.com to sign up).

 

 

 

WATCH QUESTIONS

 

• 1. Does my watch have a battery?
  • Most our watches use a quartz movement and runs on a Sony battery, with the exception of the Avantian X line, which are automatic movement watches.
• 2. How do I fix the time on my watch?
  • Pull the crown on the right-hand side on the watch, twist it to the preferred time setting, and push it back into place.
• 3. How do I setup my watch?
  • We have created instructional videos for your watch instead of the usual instruction manual, as we feel it is easier, faster and more informative for your personal use. 
    Classic I / II / Petite Watch: Adjusting The Strap Video 
    Avantian Watch Setup Video: Please click here.
    Avantian, II & X Instruction Manual: Please click here. 
• 4. What type of movement do the watches use?
  • Classic I/II Edition: RONDA 762.
    Classic Petite: Miyota Movement. 
    Avantian: 6P29 Miyota.
    Avantian II: Miyota JS25.
    Avantian-X: Modified Seagull Auto.
• 5. Is my watch water resistant?
  • Yes, depending on the model, it varies from 3 to 10 ATM, but we advise not wearing the watch while swimming or exposing it intentionally to water, as this can void the warranty. See the back of your watch case for the ATM number. 
• 6. What is the warranty on the watch?
  • Forge & Foster watches have a 24-month warranty. Details of the warranty are found in the instruction manual of your Forge & Foster watch. 
• 7. Where are your watches made?
  • All of our design and prototyping work is done in London, United Kingdom. The production of our watches is done in Shenzhen, China. 
• 8. Something broke on my watch… can you help me?
  • Contact us immediately at: support@forgeandfoster.com

 

SHIPPING INQUIRIES

 

• 1. How long does it take to deliver?
  • We ship most of our watches from USA (Chicago) & sometimes United Kingdom subject to availability. Allow for 24-48 working hours to process an order.
    
    USA: 3 to 5 working days. 2-Day Express shipping is also optional. 
    NOTE: The cut-off time for dispatching orders on a given working day is 11am Chicago time(CST) for USA Facility & 1pm British Standard Time (BST) for UK orders. Depending when you order, this could add an extra business day. 
    
    Canada & Mexico: Up to 7-10 working days.
    
    UK, Germany, France: 7 to 13 Working Days
    
    EU: 7 to 10 Working Days, depending on the country. 
    
    International: Up to 14 business days.
    
    For further clarification, contact live chat or support about your country, as some countries can be faster than others. 
    
    NOTE: Some orders may be delayed to due customs or holidays in your country (ex: Christmas, Easter, New Years Day). If there are no updates on your tracking link for over 7 working days, please contact us immediately, so we can investigate the issue. 
    
    
• 2. What is the cost of shipping?
  • Orders over 50 USD (US Dollars) are free worldwide. Expedited shipping can be purchased on checkout, subject to location.
• 3. Do I have to pay international taxes or customs?
  • Generally, most orders outside of USA have been fine based on our experience. However, there is always a likelihood that your order can be subjected to a customs fee in your country (ex: UK, EU, Australia). In the event this occurs, we are not responsible for covering these fees.
• 4. Which countries do you ship to?
  • We ship worldwide from the USA & sometimes UK, based on stock.

 

GENERAL INFORMATION

 

• 1. What is your return policy?

  • Once the watch has been delivered, you have a 14 day return window to decide if it’s right for you.
    
    - To request a refund, email support@forgeandfoster.com - providing your Order #, and reason for refund & get back within 1 business day. 
    - To receive your refund, we will require the product back, in the same condition as you received it, using a tracked courier service and returned to the address details given over email correspondence (support@forgeandfoster.com)
    - The watch must be in its original condition as you received it. If anything is compromised (ex: used leather strap, scratches from use, missing strap), then it will not be subjected to a full refund.
    - Some returns may be subject to a restocking fee at our discretion, depending on the condition of product & packaging.
    - In the unlikely situation a product is defective and you are requesting a refund, we will require video confirmation and the original product returned back.

• 2. How can I become a reseller?
  • We’re pleased to hear you’re interested! If you are a reseller or wholesaler, please email us at: support@forgeandfoster.com and we will get back to you for discussions.
• 3. How long does it take to process a return?
  • Once we are notified of your return inquiry via email (support@forgeandfoster.com), you will need to post the package back to our office address provided in email correspondence in its original condition (watch box, watch & contents). We suggest you use a tracked parcel service for return. Once the package has been received, your refund will be processed within 7 business days, as well as receiving an email notification.

• 4. What is your replacement / warranty policy?

  • Your warranty covers you for manufacturer defects for a 2 year period from the date of purchase (ex: movement not working, strap not securing correctly). It does not cover wear and tear as it is considered use. See the warranty card inside your watch box for further details.
    
    In situations where the watch has a manufacturer defect and needs replacing or repairing of watch/watch parts, the following steps are required:
    
    #1: Email support@forgeandfoster.com - provide a video using your phone illustrating the issue clearly, showing what/how the product is defective

    #2: Our support team will evaluate the following steps on how to best address your situation and resolve it as best as possible for you.
    
    If the entire product needs replacing, we will require the defective product to be returned back to us for repairs. We will provide you return details for this.