FAQ

Questions and Answers

Order and Shipping

Yes! We are able to ship to most countries as long as FedEX or DHL ships there. If you’re unable to see your Country in the dropdown list please contact us with your address and we will advise accordingly.

We offer Free Express Shipping worldwide on all watches (or orders over $100 USD). For Singapore orders, shipping is entirely free.

All express shipping orders are sent via a tracked service. A tracking number will be provided to you upon dispatch of your order which allows you to track the status of the shipment. For orders that are not eligible for free express shipping will be given the option to pay for shipping via international postage (4-6 weeks) or express shipping (1 to 5 business days). The shipping cost will be provided upon checkout.

VAT and/or other fees for import are not included in the price and may apply.

The import fees and taxes are according to the laws of that specific country. This is handled by the courier and your national customs authority. Please check with your regional customs authority for more information about import fees. You can also estimate your import duty through this 3rd party site: https://www.dutycalculator.com

Do note that if you choose to decline these charges upon delivery, we will have to settle them in order to get the shipment in return. This amount will be deducted from your refund as a restocking fee.

Singapore: Delivery time in Singapore is usually 1-2 business days.

Other countries worldwide: Delivery time is usually 3-5 business days with Express Shipping. International Postage will take 4-6 weeks and does not have a tracking number.

You can always follow your order status with the tracking number that you receive when the order is shipped.

*We reserve the right not to deliver in the case that our stock level was incorrect at the time we received the order. If we are unable to deliver the order or parts of it, we will contact you by e-mail or phone, and you will have the opportunity to cancel the order.

As soon as your shipment is created, an e-mail with your tracking information will be sent to you. You may track the shipment via the link in the email. 

Please note that some e-mails might end up in spam inbox.

No, we will always declare the correct value.

If you did not receive an e-mail confirmation, please make sure to check your spam and other folders in your e-mail.

As long as funds have been deducted from your account you can be certain that your order has been processed. If you didn’t receive your confirmation e-mail and it isn’t in your spam folder, reach out to our customer support at hello@osowatch.co and we will assist you.

Product Information

Warranty for our products is one year from purchase date.

We provide a 1 year international warranty for our products. All watches are covered against manufacturing defects for 1 year from date of purchase. This warranty excludes the watch case, glass, crown, battery, straps and any damage caused by excessive use or under conditions exceeding water resistance limitations. Please note that the warranty does not cover the life of the battery or normal wear and tear of the case and strap. Warranty for bracelets covers discolored bracelets only.

Unfortunately, this is not possible.

Unfortunately, this is not possible at the moment. However, we have plans to provide such service in the future.

If you do not possess a “spring bar removal tool” we recommend you to pay a visit to your local watch store.

Returns and Exchanges

You are always entitled to an exchange or refund within 30 days after you have received your package, as long as the item has not been used. All original packaging shall be returned together with the product without having been tampered with. Please note that you are responsible for the product until it reaches us. We will not accept returned goods that are damaged in transit and are not liable for items lost in transit. Refunds will be credited to your original method of payment after we’ve received the items.

Simply e-mail hello@osowatch.co with your order number and we will provide you with the instructions for the return. 

The costs associated with the return are the responsibility of the customer. You can ship with the carrier of your choice. For your safety, make sure to get a tracking number so that you are protected in the event of theft or loss during delivery to us. 

Your satisfaction is very important to us, please contact us at hello@ososwatch.co and include a picture or two of the defect.

Please do not return your product without contacting our customer service first.

If you received the wrong item, please e-mail us at hello@osowatch.co.

Payment

We accept most major debit and credit cards via PayPal and Stripe.

Our payment service provider has a fraud-prevention scheme that might be preventing the transaction if the card has been flagged as suspicious. The best way to process a purchase if your card got denied is to simply use PayPal. If it doesn’t work, please try with another card.

Others

Customer Service:
hello@osowatch.co

Collaborations
We prefer a message in our DM’s on Instagram. Alternatively, you can e-mail our Founder, Nelson Quek, at nelson@osowatch.co.

B2B, Distribution & Wholesale
Contact our Founder, Nelson Quek, at nelson@osowatch.co.

PR & Media Inquiries
Contact our Founder, Nelson Quek, at nelson@osowatch.co.

Yes, you may place a backorder for an item that is sold out in order to reserve it. You will be the first to receive the watch when we’ve replenish the stock.

You can always sign up for our newsletter at www.osowatch.co to get the latest news on our collections, release dates, information concerning our watches and their care, etc.

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