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TOP QUESTIONS
How do I work my automatic watch?
Many of our watches are mechanical watches, which means they don't use a battery. Instead, they are powered by kinetic movement (ex: your day-to-day walking) or by manually winding the crown.
To learn how to set it up, please see the instructional video we've produced for you below:
https://www.youtube.com/watch?v=gCLgIve-Xw4
When will my preorder ship?
To get an idea of when your preorder will ship, go to the product page, and look above the green “Add To Cart” button, as it will specifically mention the estimated restock date, so you have a clear idea around when to expect an email update on your order.
Sometimes our watches go into preorder because we’ve run out of stock on certain watches, and we’re still waiting for our restock to arrive, but there is likely a delay.
Generally-speaking, these periods can be as little as a few days, or as much as 2 weeks, depending on the circumstances and when you ordered.
Once we’ve stocked, we will immediately ship your order and you will be notified by email about it.
If for any reason you still didn’t get an email notification after the expected release date, please reach out to us by email and we’ll be more than happy to help you out! support@forgeandfoster.com
Where will my order ship from?
If you are located in the UK, it will ship from London.
If you are located in the US or anywhere else, it will ship from California, USA.
How do I change my order or cancel it?
If you just ordered, please contact us immediately by email, as we may still have time to adjust your order. Use the subject line: URGENT: ORDER CHANGE to expedite the matter.
Where are you located?
We are located in London, United Kingdom, and have 2 distribution centers - one is in the USA, and the other is in the UK. Our team is based across the United Kingdom.
How can I track my order?
When your order ships, you will receive an email from us (Forge & Foster) with your tracking details. You can expect an order to ship within 1-2 working days from your order date. If you didn’t receive anything, please email us -support@forgeandfoster.com
Where are your watches made?
Our watches are manufactured & assembled in Shenzhen, China.
The movements are sourced from China, Hong Kong, Japan & Switzerland - depending on the model. Some of our limited edition pieces expected to launch late-2021 will be Swiss-made.
Can you help me with sizing?
We understand that figuring out whether the watch will fit you or not can be tricky. We have created a watch sizing guide for each of our models, so you can print & try it out at home for free.
Simply click the model you are interested in below, print the PDF and follow the instructions provided to size the watch.
42MM Avantian - Spectre Steel/Ghost Steel/Forte/Cobalt
44MM Avantian - Ghost/Spectre/OnyxRose/Sterling
43MM Rebel - Valour/Rogue/Renegade/Maverick/Nomad
41MM Titan - Centurion/Noble
42MM Maven - Evoke/Marquis/Visage/Opus/Paragon
Can I use more than 1 discount?
We only accept one code per order when promotions are available. In the event we are running a site-wide sale (example: Black Friday, Christmas, Flash Sales), discounts may be temporarily disabled due to the discounts being automatically applied on each watch.
Why doesn’t my discount code work?
It is possible you may be using an expired code, or we are running a site-wide sale. During site-wide sale promotions, discount codes are temporarily disabled, but will be usable again once the promotions are over. Case examples this happens would be Black Friday, Christmas or a Flash Sale.
What is your Christmas Return Policy?
Same return policy applies as per usual! You can return any unused watch within 30 days from Christmas Day.
What is your Black Friday Return Policy?
Same return policy applies as per usual! You can return any unused watch within 30 days of purchase.
PRODUCT & SPECS
Avantian Series Watch - How do I set it up?
Avantian (2018): Setup Video
Avantian (2020+) - Onyx Rose/Sterling: Setup Video
Avantian - Cobalt/Forte: Setup Video
Avantian - Adjust Steel Bracelet Links: Setup Video
Maven Series Watch - How do I set it up?
Maven - Opus/Paragon: Setup Video
Maven - Revere/Marquis/Savant: Setup Video
Titan Series Watch - How do I set it up?
Titan X - Centurion/Noble: Setup Video
Nautic Series Watch - How do I set it up?
Rebel Series Watch - How do I set it up?
Rebel X - Valour/Rogue: Setup Video
Rebel - Maverick/Nomad/Renegade: Setup Video
What is the glass made out of?
All of our watches use sapphire crystal glass. Our automatic watches also feature sapphire crystal glass on the back. Our Titan watches have a curved sapphire crystal glass. Sapphire crystal glass is scratch-resistant.
What kind of movements do you use?
All of our watches use a variety of different movements:
Avantian (2018) Onyx Rose / Sterling: Miyota 6P29 (Quartz)
Avantian (2020) Onyx Rose / Sterling: Seagull TY2502 (Automatic)
Avantian X Spectre/Ghost: Seagull TY2809 (Automatic)
Avantian - Cobalt/Forte: Seiko NH35 (Automatic)
Maven - Opus / Paragon: Seiko NH36 (Automatic)
Maven - Revere/Marquis/Savant: Seiko VD53 (Quartz) Maven X - Evoke/Visage: PTS 28D[F/0A] Automatic
Titan X - Centurion/Noble: Seagull Automatic Rebel X - Valour/Rogue: PTS 2196 Automatic
Rebel - Maverick/Nomad/Renegade: Seiko VK63 (Mecha Quartz)Nautic - Seiko NH35 Nautic X - Seiko NH35
Does my watch have lume?
Yes, all of our watches feature a green lume on the hour/minute hands and indexes.
How do I adjust the size of the steel bracelet?
Our steel bracelets use a pin system, where we would advise using a pin bracelet removal tool, which is very cheap to order online. Alternatively, you can visit your local jeweller to size the watch.
My watch is gaining/losing time - can you help?
Most of the watches we sell are mechanical watches. By sheer nature, mechanical watches are not designed to have the same level of accuracy as you would with a battery-operated watch.
It is completely normal for a watch to have a gain/loss of +/- 10 to 15 seconds each day.
If you run into a scenario where after prolonged wear with the watch it begins to be inaccurate to the tune of several minutes each week, please report it to us and provide documentation for us to review your inquiry.
RETURNS / EXCHANGES
What is your return & exchange policy?
We offer a 30-day return/exchange period from the date of purchase. If you are unhappy with your watch, please email us with your order details. The watch must be in resale condition including the boxes, papers. Once received, we can process an exchange or refund.
For USA/UK: Once the return label has been provided to you, you will need to return the watch back to us within 3-5 days and provide written confirmation. Forgetting to return it after the 30-day returns policy will not be covered.
For International: If you are shipping a return back to us, you must notify us with the tracking link in 3-5 days. Forgetting to return it after the 30-day returns policy will not be covered.
Note: If you paid for express shipping, this cost isnon-refundable, as it’s the expense incurred to ship your order expedited.
How do I return a watch? How long?
Contact us by email with your order details -support@forgeandfoster.comFor USA & UK orders, we will provide you a return label and instructions.If you are not from the USA or UK, youmustuse atracked serviceto return the watch back to us, otherwise you may expect significant delays as we may not be able to track your order. Please also make sure to provide the tracking link to our support team, so we may monitor it. We do not cover the return fees for this.
Once a watch has been delivered to our warehouse (US or UK), it takes approximately 3 to 5 business days to process. If it is in the expected condition as discussed with our support team, we will process your refund. You will receive an email notification once it has been issued.
For USA/UK: Once the return label has been provided to you, you will need to return the watch back to us within 3-5 days and provide written confirmation. Forgetting to return it after the 30-day returns policy will not be covered.
For International: If you are shipping a return back to us, you must notify us with the tracking link in 3-5 days. Forgetting to return it after the 30-day returns policy will not be covered.
Note: If you paid for express shipping, this cost isnon-refundable, as it’s the expense incurred to ship your order expedited.
Who covers the return?
In USA & UK, we are able to provide you a return label.
For international orders, we will require you to return the shipment back to us using a tracked service.
How do I exchange a watch?
Contact us by email with your order details, and we can help prepare an exchange for you -support@forgeandfoster.com
SHIPPING
General shipping times
|
Country |
Free Shipping Times |
Express Shipping Times |
|
United States |
2-3 Working Days |
2 Working Days |
|
United Kingdom |
Next Working Day |
Next Day 10am |
|
Australia |
5-7 Working Days |
3 Working Days |
|
Canada |
3-5 Working Days |
3 Working Days |
|
Germany |
5-7 Working Days |
3 Working Days |
|
Singapore |
5-7 Working Days |
3 Working Days |
|
Japan |
5-7 Working Days |
3 Working Days |
|
European Union |
5-7 Working Days |
3 Working Days |
|
Switzerland |
5-7 Working Days |
3 Working Days |
|
Malaysia |
5-7 Working Days |
3-5 Working Days |
|
Rest of World |
5-7 Working Days |
3-5 Working Days
|
Do you ship worldwide?
Yes, we offer FREE worldwide shipping to most countries. For the full list, please see the shipping times section.
Are there import taxes/duties?
USA & UK Orders: Free! There are NO taxes or duties.
International Orders: Because we ship orders to several countries worldwide, the rules on duties & customs vary substantially. You may be charged an import tax or duty when it arrives (for example - European Union or Canada). We do not cover these fees as every government handles this differently. It will be your responsibility to cover these payments, and they are non-refundable.
If you require any clarification before ordering, feel free to contact us and we’ll be happy to help you out.
How long are your shipping times?
Please see our shipping times section.
If I preordered a watch, when will I receive it?
The product page will display the “Estimated Restock Date” just above the add to cart button. You can expect your shipment to go out around this period.
Is my package lost?
In some rare cases, a package may be stated as delivered, but nothing has been received. Please reach out to us within 5 working days by email regarding this, as it will require an investigation. If we do not hear back within this time frame, we won't be able to provide much further help.
For orders above $500, a signature is required upon delivery, and therefore the responsibility is on you to ensure the package has been signed & received by you.
Why's my watch shipped from elsewhere?
This may occur based on our stock levels, as we have a UK & USA facility.
For example: If you are a US customer and ordered a watch that is currently out of stock in our US facility, we will use our UK facility to ship it as fast as we can, so you are not waiting for long periods of time.
Vice versa, if you are UK-based, and our UK stock on a watch is out, we'll use our US facility to ship the order to you.
This is not a common experience, but we do this to ensure you receive your order.
WARRANTY
What is your warranty?
Your warranty begins from your date of purchase and is valid for 2 years. Your warranty is your email receipt with the order number.
Below is what we do & do not cover:
WE COVER:
- Faulty Mechanism
- Product defects
WE DO NOT COVER:
- Normal wear & tear, abuse, tampering
- Fading, discolouration, chemical exposure
- Batteries, theft
- Damages: Scratches, knicks, straps, broken glass, water damage, accidental, lack of care, improper use
*NOTE: In the event a replacement is provided under your warranty, it does not reset your warranty.If you have any questions about your coverage, please feel free to email us at: support@forgeandfoster.com
What if something's wrong with my watch?
In the event there is an issue with your watch (ex: defect, movement issue), please contact us by email - support@forgeandfoster.com.
To resolve your issue promptly, please provide photos and/or videos of the issue for us to diagnose the problem. In addition, please provide your order details.
Alternatively, you can click here to submit an issue with your watch and we will respond back to it within 1-2 working days.
Can you repair my watch?
If your repair issue falls outside of our warranty guidelines (see warranty section in our FAQ), we can help by providing you tips and ideas to resolve problems with your watch.
For example – if the glass manages to break, we can recommend inexpensive solutions to get this resolved within a matter of hours.
Otherwise, we do not get involved with general repairs.
I have to return a watch under warranty - help?
In the event that your watch needs fixing and is covered under warranty (see the warranty above for what we do & do not cover), we will kindly request that you use an affordable tracked service to ship the watch back to us with the instructions provided in email correspondence.
A reimbursement will be provided to cover for the shipping label costs. Please discuss this with our support (support@forgeandfoster.com) prior to shipping anything as they will provide you clear instructions on where to send it back, otherwise we will not be able to locate it and won’t be responsible if it gets lost.
