Nº1 watch marketplace
Questions and answers
Shipping and delivery
HOW LONG DO SHIPPING AND DELIVERY TAKE?
Estimated delivery times vary based on the product, the seller’s availability, shipment type and destination. Estimated delivery times are listed on the product’s information sheet in the order confirmation email and also appear in your reserved area in the ORDERS section after placing the order. Before placing your order, you will be able to view the estimated final delivery date based on the destination address entered during checkout.
THE DELIVERY TIMES ARE TOO LONG, CAN I RECEIVE THE PRODUCT SOONER?
No, if the delivery times are too long for the selected watch, it isn’t possible to anticipate them. We invite you to consult the K-FAST section, where you can view all the models available with delivery in 24/48h.
HOW WILL MY ORDER BE DELIVERED?
All the products are accurately packed and shipped by an insured and tracked delivery service. Kechiq insures each watch for its total value and ships it with a tracking number. You can check the current status of your order at any time from your Kechiq Account.
WHERE IS MY ORDER?
Once the order is shipped, you will receive a confirmation email from both Kechiq and the courier who has taken charge of the shipment. The email will contain a link with which customers can independently verify the shipment status. In the reserved area, customers can also check the order status and track the shipment at any time by clicking the “Monitor the shipment” button. The shipment can also be tracked directly from the courier’s website through the email link that the same will send to the email address entered when placing the order.
MY ORDER HASN’T ARRIVED YET, WHAT SHOULD I DO?
If your order hasn’t arrived yet, we advise you to check the emails sent to you by Kechiq. If you’ve been sent an email with a shipment tracking number, you can directly contact the customer service team of the courier that took charge of your package. Delivery delays may be caused by events that can’t be attributed directly to Kechiq or the courier that took delivery of your package (e.g. bad weather, inspections by the authorities).
I HAVEN’T RECEIVED MY SHIPPING CONFIRMATION EMAIL, WHAT SHOULD I DO?
Delivery takes place on average in 24/48h (3-4 days for the USA and Australia) from the shipment. Therefore, you may find that you receive the shipment email only the day before delivery. On the other hand, if the order hasn’t yet left the Kechiq logistics centre by the scheduled date, it is necessary to contact the Kechiq Customer Service team.
WHICH COURIERS DO YOU USE?
Kechiq shipments are only entrusted to the best couriers, including GLS, TNT and FedEx, the leader in express air shipments.
WHICH COUNTRIES DO YOU SHIP TO?
We ship all over the world except for: Central and South America, Russia, China, India and Africa
IS SHIPPING FREE OF CHARGE?
Yes, standard shipping is always free of charge for all destinations
DOES THE SHIPPING COST INCLUDE DUTIES AND CUSTOMS CHARGES?
Shipping costs include duties and customs charges for shipments to all EU member states as well as the United Kingdom, the United States of America, Australia and the United Arab Emirates. Customs duties aren’t included in the final sale price for shipments to destinations other than those mentioned above. They are charged to the customer according to the regulations of the country of destination. Customs duties are also excluded for shipments to:
• Austrian territories of Jungholz and Mittelberg
• Principality of Monaco
• Republic of San Marino
• French overseas departments (DOM - Martinique, Guadeloupe, French Guiana and Reunion)
• Isle of Man (Great Britain)
• Canary Islands (Spain)
• Balearic Islands (Spain)
• Faroe Islands (Denmark)
• Greenland
• Heligoland Island (Germany)
• Territory of Busingen (Germany)
• Ceuta and Melilla (Spain)
• French overseas territories (TOM - French Polynesia, Wallis and Futuna, New Caledonia, French Southern and Antarctic islands) and the Territorial Communities of Mayotte, Saint-Pierre and Miquelon.
• Livigno
• Austrian territories of Jungholz and Mittelberg
• Principality of Monaco
• Republic of San Marino
• French overseas departments (DOM - Martinique, Guadeloupe, French Guiana and Reunion)
• Isle of Man (Great Britain)
• Canary Islands (Spain)
• Balearic Islands (Spain)
• Faroe Islands (Denmark)
• Greenland
• Heligoland Island (Germany)
• Territory of Busingen (Germany)
• Ceuta and Melilla (Spain)
• French overseas territories (TOM - French Polynesia, Wallis and Futuna, New Caledonia, French Southern and Antarctic islands) and the Territorial Communities of Mayotte, Saint-Pierre and Miquelon.
• Livigno
RETURNS AND REFUNDS
HOW CAN I RETURN A PRODUCT?
To simplify return operations, we have created wizards in the ORDERS section of your account. If all the conditions are met, you can submit your return request by clicking the REQUEST RETURN button in the order details. This will only be possible after your package has been delivered.
IS THE RETURN FREE OF CHARGE?
Yes, return shipping is free of charge. To take advantage of the free return option, you must keep the original Kechiq box for 100 days. If you choose to withdraw from the contract, this box must be reused to package the product, except in cases where the box has been damaged during transport (in this case, you must promptly notify our Customer Service team).If the watch isn’t returned using the original Kechiq box, the return shipping costs will be withheld from the full refund.
HOW MANY DAYS DO I HAVE TO MAKE A RETURN?
You can return the purchased products within 100 days from the delivery date.
HOW DO REFUNDS WORK?
A refund will be made if the request and the return are sent within 14 calendar days from the product’s delivery. Starting from the 15th day, the product can’t be refunded in cash, but a coupon code of the same value will be sent to be used once more on www.kechiq.it within 12 months from the date of issue.
WHEN WILL I RECEIVE MY REFUND?
Once we receive the watch in our logistics centre and the return is found to be eligible, your refund will be issued within 1-3 business days. With cash refunds, it may take an additional 1-5 days for the money to appear in your account. In the case of a refund via coupon, after the return is deemed eligible, it will be issued immediately and sent via email.
ARE THERE ANY EXCEPTIONS ON RETURNS?
Returns can’t be accepted if the return seal has been removed.According to Art. 59 of the Italian Consumer Code, you may not request a return if you have purchased a customised product (for example, engravings on the caseback). Furthermore, from the 14th day after delivery, it will be impossible to return all ancillary services and products (for example, watch bands or extra insurance).
ORDERS AND PAYMENTS
HOW CAN I PLACE AN ORDER?
Buying is easy! Just select the watch you wish to buy, enter the product page, click on BUY NOW and then on GO TO CHECKOUT. From here, click on CONFIRM ORDER. You will have to enter and confirm the shipping address, the preferred payment method and accept our Terms and Conditions. Then, click on CONFIRM ORDER again to complete the purchase.
WHAT PAYMENT METHODS DO YOU ACCEPT?
PayPal - You may link a credit card, a prepaid card or a bank account with a PayPal account free of charge. For more information on the authorised circuits, visit the website www.paypal.com.
CreditCard - We accept all payments by credit cards from the International Visa (Verified by Visa) and MasterCard (SecureCode MasterCard) Circuits which allows the prevention of any illegal use of the card and avoid unwanted charges
Bank transfer - It’s possible to make payments via bank transfer in all currencies.The bank account details are communicated at the time of the order and may vary depending on the billing country. In the motive for the transfer field, you must indicate the order number to which the payment refers.
Scalapay - Scalapay is an innovative payment method that allows the customer to immediately receive the products and pay in 3 equal convenient monthly instalments. The service has no additional costs for the customer if the instalments are paid by the due date.
CreditCard - We accept all payments by credit cards from the International Visa (Verified by Visa) and MasterCard (SecureCode MasterCard) Circuits which allows the prevention of any illegal use of the card and avoid unwanted charges
Bank transfer - It’s possible to make payments via bank transfer in all currencies.The bank account details are communicated at the time of the order and may vary depending on the billing country. In the motive for the transfer field, you must indicate the order number to which the payment refers.
Scalapay - Scalapay is an innovative payment method that allows the customer to immediately receive the products and pay in 3 equal convenient monthly instalments. The service has no additional costs for the customer if the instalments are paid by the due date.
HOW CAN I CANCEL AN ORDER?
You can cancel an order at any time before it is shipped. Simply log into your account, enter the ORDER DETAILS you wish to cancel and click on CANCEL ENTIRE ORDER. You can also cancel an order by contacting our Customer Service team.
IS VAT ALREADY INCLUDED IN THE PRICE?
No, Product prices are always inclusive of VAT
HOW DO I PRINT AN INVOICE?
You can print an invoice within the order details of your reserved area by clicking on DOWNLOAD DOCUMENTS. In addition, you will receive a hard copy inside the package containing the watch.
HOW TO REQUEST GIFT WRAPPING?
Kechiq offers you the possibility to request gift wrapping by choosing from the different options available. Gift wrapping consists of themed wrapping paper, a decorative ribbon and a courtesy invoice with a personalised greeting message. In the ORDER SUMMARY, before making the payment, you can choose whether to receive the product already gift-wrapped or include the gift paper and ribbon kit separately so you can wrap it yourself.
HOW CAN I USE A COUPON?
You can receive further discounts and promotions by using coupons. You must enter the coupon code at checkout.
WARRANTY
HOW LONG IS THE WARRANTY PERIOD?
All products are covered by the official TWO-YEAR warranty.
HOW DOES THE WARRANTY WORK?
To request a warranty claim, you will need to access the ORDERS section of your reserved area. Click on REQUEST ASSISTANCE inside the order details, select the type of problem you are experiencing, and attach a supporting picture.
CAN I REQUEST OUT-OF-WARRANTY REPAIRS?
You can also request assistance after the expiration of the warranty period, thanks to Kechiq’s highly qualified Internal Service Centre. In this case, you will need to contact the Kechiq Customer Service team, which will provide precise indications on how to proceed depending on the brand.
WHAT DOES THE WARRANTY COVER?
• Damage to the internal movement
• Hands/dial
• Crown
• Water damage if the watch bears a water-resistant indication
• Hands/dial
• Crown
• Water damage if the watch bears a water-resistant indication
WHAT DOES THE WARRANTY EXCLUDE?
• Manufacturing/material defects of the battery
• Manufacturing material defects of the crystal (unless Plus Glass insurance has been taken out)
• Manufacturing/material defects of the case
• Manufacturing/materials defects of the band or bracelet
• Damage resulting from misuse, lack of care, accidents, or normal wear and tear
• Loss of rhinestones
You will be able to read which defects are included in the 2-year warranty of your watch in the warranty booklet received with the package.
• Manufacturing material defects of the crystal (unless Plus Glass insurance has been taken out)
• Manufacturing/material defects of the case
• Manufacturing/materials defects of the band or bracelet
• Damage resulting from misuse, lack of care, accidents, or normal wear and tear
• Loss of rhinestones
You will be able to read which defects are included in the 2-year warranty of your watch in the warranty booklet received with the package.
MY WATCH BROKE, WHAT SHOULD I DO?
If your watch is still under warranty, you can request assistance directly in the Orders section of your reserved area. Contact our Customer Service team to request assistance after the expiration of the warranty period.
ABOUT KECHIQ
HOW DO I LOG INTO MY ACCOUNT?
After registering your details, you can access your Personal Account by clicking the icon at the bottom-right on mobile devices or at the top-right if you’re browsing on a PC. In your personal area, you can manage and modify orders, personal details, passwords, requests for assistance, returns and refunds.
WOULD YOU LIKE MORE INFORMATION ABOUT A WATCH?
The Watch Specialist is an exclusive figure at Kechiq, an advisor who offers customers the best purchasing suggestions and assists them with navigating the website. You can request the assistance of our Watch Specialist by contacting the Customer Service team by completing the contact form under “Contact us”, or via telephone or WhatsApp chat.
WHY ARE YOUR PRICES SO LOW?
Kechiq is a marketplace platform where different partners sell their products at the best price. Our partners are authorised manufacturers, wholesalers and distributors of the watches for sale. On Kechiq, you’re guaranteed to find authentic watches at the best price.
ARE THE WATCHES GENUINE?
All the watches on the Kechiq website are new and authentic: each watch comes with its original packaging, a multilingual instruction booklet and a 2-year warranty.
Customer service
Welcome to Kechiq, the best watch marketplace Complete your registration
Includes glass repair in the event of a full breakdown during the 2-year legal guarantee period. Includes crystal repair / replacement, home collection and return shipment from the service centre. Does not include repair of scratches, chips or other damage caused by falling watch.
You can return the product free of charge and without additional shipping costs within 100 days. After 14 calendar days from the delivery of the product, the return will be made using the same payment method with which the order was processed. After the 15th day the product cannot be refunded, but you will have a coupon of the same value to buy in Kechiq within 12 months from the date of issue.
The “Verified Partner” is a seller who has been authorized to sell watches because of a regular license and who satisfies the qualities of elevated rank imposed by Kechiq on its products and services. Why is the seller’s name hidden? We don’t show our seller’s name to avoid whichever contact outside the platform, to safeguard both parties. The safety of your purchase is the most important issue to Kechiq: in fact, we take care of your orders and of the safety of your payments and we can handle eventual claims with the seller guaranteeing your best protection. When you purchase from a Kechiq “Verified Partner” you obtain the same terms and conditions offered by Kechiq. If you are the owner of the intellectual property rights of this brand or a representative, please, ask for more information about this partner by filling this form.
All the products pinned as “Shipped by Kechiq” are sold by third-party sellers on Kechiq Marketplace and they have been settled in a Fulfillment Center which will then send them directly to end customers through one of our shipping companies and according to the delivery methods provided on our website. While placing your order, you can choose the shipping method you prefer. After placing an order, the estimated dates of shipping and delivery of your order will be shown on the sections “My orders” and in the confirmation e-mail you will receive. Kechiq Logistics is a service offered to our sellers through which it is possible to store their products in the warehouses of Kechiq, which will deal directly with packaging, shipping and customer services. The items managed by Kechiq Logistics benefit from the Standard Free Shipping for all private customers. If you are a seller, you can significantly increase your business using the Kechiq Logistic. For further information click here.