Frequently Asked Questions
How long does it take for me to receive the items I ordered?
It will take on average 4~5 days for you to receive the item once you receive the tracking number via email. It will take 1~2 days for us to ship the item once the order is placed. So all together you can count 7 days from the date you place the order to the day it showed up on your doorstep.
Where is the item coming from?
We generally ship the item to you from the country you placed the order. if the order is placed in USA, we will be shipping it from our Hudson Texas warehouse. If it is placed in Australia, we will be shipping it from Sydney.
Occasionally if the item is out of stock in one location, we will get the stock from other warehouses. Currently we are running three warehouses, Sydney, Hudson and Hongkong.
Shipping coming from in or out of the country will be not be charged. We will also try our best saving the custom duties. Please do not be alerted if you see the parcel coming from overseas.
What could delay my order?
Despite the fact that we are doing everything we can to ensure all orders are dispatched and delivered in time. Here are some facts that can cause delay.
- item being sold but not in stock
- item needs battery change, package damaged needs to be replaced
- customers require customization before shipping
- general delay issues caused in the delivery process
Please be aware that for items require batteries, the battery was placed inside the item since it was manufactured. the period between its sales and its production could vary drastically from item to item. We cannot guarantee that the battery will last you a good 2 ~3 years once you receive the item. But we will dully replace the battery if it is drained upon its sale.
Occasionally, natural causes, or accidents can cause delay in delivery. In such occasions, we will be notifying the customers via email.
We keep updating our inventory to ensure that all items are available but sometimes the item you purchased may not be in stock. We will notify you immediately if it is the case.
What if I have changed my mind about the purchase?
We want to inspire and delight you with your purchase, so if for any reason you are not satisfied with your purchase, you may return it within 30 days of delivery for a full refund, subject to meeting the requirements of our refund policy.
What if my item is faulty?
If the item you have received is faulty, please contact us directly on 0287107854, [email protected] or via online chat. We are deeply sorry for the inconveniences, we will resolve the issue as quickly as possible.
What if the item I received is not the one I ordered?
If you have received an item different to the one that you purchased, please contact our support team at 0287107854. You can contact us via email [email protected]. We will resolve the issue as quickly as possible.
How do I return my purchase?
Please contact our support team on 0287107854 or email us at [email protected], and we will resolve the issue as quickly as possible.
Items should be returned with the original product tags attached and with all paperwork (such as watch instruction booklets). Include a copy of your returns slip or shipping or order confirmation email in the package.
All shipping return charges must be pre-paid. We cannot accept cash on delivery returns. We require that returned items are insured during delivery (such as Australia Post ‘Extra Cover’) to safeguard against loss. Ozdesignerswatch will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item.
When will I receive a refund?
We will process your refund within 15 business days of receiving the returned item at our warehouse. Your financial institution may take additional time to transfer funds back into your account.
How will I be refunded?
We refund you the same way that you initially paid for your order. For Credit Card and PayPal payments, your refund will be credited into the same account your payment originated from.
Can I pick up the item from your store?
Unfortunately, we cannot do pick up. We only have warehouse facility to dispatch and receive shipments. Commercial stores cost much more to maintain and we do not have enough margin to operate one.
However, if you need any stock urgently. You can contact us directly and we will try our best to get it over to you asap.
For all customer questions
Our customer team is based in Sydney, Australia. Our opening hours are Monday to Friday 9am to 6pm (AEST)
Our Customer Service team is currently experiencing a high volume of enquiries and it may take longer than usual to respond back to you.
In the meantime, please browse our FAQs to see if the answer to your question is there. We apologise for the delay and will respond to your query as soon as possible.
Zone 1 Countries:
Brazil, Canada, China, Indonesia, Japan, Macao, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam
Zone 2 Countries:
Croatia, Egypt, Finland, Greece, India, Ireland, Italy, Luxembourg, Malta, Mexico, Monaco, Morocco, Norway, Pakistan, Poland, Romania, Russia (81 of 82 regions), Spain, Sweden
Zone 3 Countries:
Ecuador, El Salvador, Germany, Guatemala, Iran, Islamic Republic Of, Israel, Mauritius, Netherlands, Peru, Qatar, Saudi Arabia, Serbia, Sri Lanka, Turkey, Ukraine, United Arab Emirates, Uruguay
All items sent from OZ Designers Watch will be fully insured against lost or theft. If you believe your parcel has lost during transit, please inform us immediately and we will contact the shipping company to investigate. We will send out replacement parcel once it is confirmed that the original parcel is lost by the shipping company.
Although we are doing everything we can to help you avoid any custom duties. We cannot completely ensure that every international parcel that we shipped out will not incur custom taxes. We will do everything we can to help you lower the taxes. But unfortunately we will not cover the import duties.