FAQ

We deliver worldwide, except for Russia and Ukraine.

We use Swiss Post for deliveries within Switzerland, and FedEx/Swiss Post for deliveries to the European Union and the rest of the world. All our shipments require a signature upon delivery to prevent theft from mailboxes.

If you are not available on the delivery day, you can choose various delivery options on the carrier's website, such as rescheduling the delivery, drop-off at a pickup point, delivery to a safe location, or having the package handed over to a third party.

· Domestic delivery times: 1-3 working days

· European Union delivery times: 3-8 working days

· International delivery times: 3-8 working days

Domestic shipping is free.

International shipping is free for orders of 500 EUR/USD or more. For orders below this amount, a shipping fee of 30 EUR/USD applies.

Duties and taxes depend on the order amount and your delivery location:

Domestic Delivery (Switzerland):

Taxes and customs fees are included in the price of your order. No additional fees are due upon delivery.

International Delivery:

· For orders over 500 EUR/USD: We cover all taxes and customs duties with DDP (Delivered Duty Paid) shipping. You will not incur additional fees upon receipt of your order.

· For orders under 500 EUR/USD: Taxes and customs fees are not included. You may have to pay these fees, which will be collected by our carrier on behalf of local customs before delivery. We cannot provide an estimate of these fees in advance. For an estimate, we advise you to contact your local customs office. If the taxes and customs fees are not paid, the order will be returned to us.

Once your order is shipped, you will receive an email with the tracking information. Additionally, you can find the status of your order and tracking information in your customer account on our website.

If you want to change the delivery address provided during your order, please contact us directly through our contact page or by phone at +41 61 321 69 29.

For any delivery issues with your order, please contact us directly through our contact page or by phone at +41 61 321 69 29. We will liaise with the carrier and do our best to ensure your package arrives correctly.

You have 14 days from the receipt of your items to contact us and request a return. To do so, visit our contact page where you can fill out your return request. Once the request is sent and accepted by our team, you will receive all necessary instructions to return your order.

Returned items must be unused and in their original packaging. We reserve the right to refuse a return if the products show signs of wear.

You have 14 days from the receipt of your items to contact us and request an exchange. To do so, visit our contact page where you can fill out your exchange request. Once the request is sent and accepted by our team, you will receive all necessary instructions to return your order and proceed with the exchange.

If the exchange results in a price difference, our team will contact you to settle the amount due or issue a partial refund.

Returned items must be unused and in their original packaging. We reserve the right to refuse an exchange if the products show signs of wear.

The conditions for returning or exchanging your order depend on its value and your location:

For domestic orders (within Switzerland):

Returns are completely free and covered by Zeno-Watch. If you wish to return or exchange an item, please submit your request on our contact page. After acceptance by our team, a prepaid return label will be provided.

For international orders:

· Orders over 500 EUR/USD: To maintain the quality of our service, the return process will follow the same DDP standards as the initial shipment. Return fees, including transport, customs duties, and taxes, will be at your expense and deducted from the refund amount.

If you wish to initiate a return or exchange, please contact us through our dedicated page. We will guide you through the entire process.

· Orders under 500 EUR/USD: These orders are not shipped in DDP mode. For returns, you do not need to return the item in DDP mode. Only the transport fees will be at your expense, while any customs duties and taxes will be covered by us and will not be deducted from the refund amount.

If you wish to initiate a return or exchange, please contact us through our dedicated page. We will guide you through the entire process.

Safety Tip for Returning Packages:

We strongly recommend insuring the package and choosing a delivery with a signature upon return for additional protection against loss or theft. Please note that we are not responsible for packages lost or stolen during transport.

For any questions or requests, do not hesitate to contact us via our contact page. Our team is here to assist you at every step.

It will take approximately 2 to 5 days to process from the receipt of the product by our workshop.

Watches:

Our warranty covers all manufacturing defects that appear during normal use as described in the following conditions. We will replace any defective components due to a manufacturing error detected by our workshop free of charge.

Please note, the warranty does not apply in the following cases:

1. Theft, loss.

2. Normal wear and aging of the watch (scratched glass, impact on the case, etc.).

3. Any type of damage to the watch (or part of it) resulting from improper handling, misuse, lack of maintenance, negligence, accident (drop, scratch, crushing, broken glass, etc.), incorrect use of the watch, or failure to follow the instructions provided by Zeno-Watch.

4. Any type of damage indirectly related or consequential to the normal wear of the watch, such as non-functioning, defects, or inaccuracies of the Zeno-Watch.

Straps and accessories:

Our warranty covers manufacturing defects that appear during normal use as described in the following conditions. We will replace any defective item due to a manufacturing error detected by our workshop free of charge (aesthetic defect, stitching, damaged leather, scratched buckle, etc.).

Please note, the warranty does not apply in the following cases:

1. Theft, loss.

2. Normal wear and aging of the item.

3. Any type of damage resulting from improper handling, misuse, negligence, incorrect use of the item, or accident (scratch, contact with water, etc.).

The Zeno-Watch warranty is valid for 2 years from the date of order.