FAQ

Shipping and delivery

How can I track 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 that lets you independently verify the status of the shipment. The reserved area also always has a feature for tracking shipments.

Do you ship to my country?

Yes, we ship worldwide via FedEx and UPS.

Why do I have to pay import taxes?

If the delivery country is not among the countries where Kechiq is present, local taxes and duties may be charged, as well as any additional shipping costs.

My order has not arrived yet

Most of our orders always arrive on time. However, there may be delivery delays caused by events that cannot be attributed directly to Kechiq or the courier (e.g. bad weather, controls by the authorities). If the order has not yet arrived by the estimated date, contact Kechiq Customer Service immediately.

Return and refund

How can I cancel an order?

To cancel an order, simply go to the Orders section in your reserved area, locate the order you want to cancel and click the button "RETURN PRODUCT". Orders can be canceled at any time before shipping.

How do I return a product?

To return a product, simply access the Orders section in your reserved area. Remember that to take advantage of the 100-day free return option, you must keep the original Kechiq box; in case of withdrawal from the contract, this must be re-used to package the product, except in cases where the box has been damaged during transport (in which case it is necessary to notify Customer Service in a timely manner). If the return is not sent with the original Kechiq box, the shipping costs equal to $19.00 will be withheld from the full refund.

When will I receive my refund?

Kechiq will assess whether the conditions for authorizing the return have been met. Upon receipt of the object at our logistics centre, its conditions will be ascertained and if the return is deemed suitable, the refund will be issued within 1-3 working days. An additional 1-5 days may be needed for the money to appear in your account. On average, the time span from the refund request to the actual credit refund is 5-10 working days.

Payments

Is it safe to pay on your site?

Yes; in order to ensure security and transparency with online payments, Kechiq has chosen PayPal as its only partner, as it is the leader in online transactions. In addition, as soon as credit card is chosen as the payment method, the user accesses the 3D Secure system, which is the free security system for online purchases designed by the International Visa (Verified by Visa) and MasterCard (SecureCode MasterCard) Circuits to prevent any misuse of credit cards and to avoid unwanted charges.

Can I get an invoice?

Yes, you will receive an order confirmation email with a link to download the tax document for the order. The tax documentation can also be accessed at any time within your reserved area in the Orders section.

How do the coupons work?

The code in the promotional coupons must be entered in the special box during checkout.

Warranty

How long is the warranty period?

All the products have their official warranty plus one extra year, thus ensuring a minimum of 3 years of assistance.

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. You can also request assistance after the expiration of the warranty terms, as Kechiq has a highly qualified Internal Support Centre. To request assistance, you must log into your reserved area in the Orders section.

Information about Kechiq

Why are your prices so low?

Because the products are both from new collections and from outlets, and are therefore saleable at both standard price lists and with larger discounts.

Are the watches original?

All the watches on Kechiq's site are new and authentic; they have instruction booklets, warranty certificates and original packaging.