• Free delivery in the European Union •

F.A.Q

WHAT IS THE QUALITY OF GENTLEMAAN WATCHES?

At Gentlemaan, product quality and customer satisfaction are paramount. Before being offered, each product is carefully tested and inspected by a team of experts. We select our suppliers according to very strict criteria to provide you with premium quality and exceptional design at the best price. We strive to provide you with watches with high-performance, reliable and durable mechanisms. 

WHAT TYPE OF MOVEMENT ARE YOUR WATCHES EQUIPPED WITH?

Our watches are equipped with self-winding mechanical movements. The mechanism is powered by the wearer’s wrist movements, thanks to an oscillating weight (or rotor) which rotates to tension the spring and supply the mechanism with energy. When the power reserve is exhausted, the mechanism stops.

ARE WATCHES WATER-RESISTANT?

In watchmaking, water-resistance refers to a watch’s ability to withstand water pressure and penetration. All Gentlemaan watches are water-resistant. Please refer to your owner’s manual for the water-resistance rating of your watch.  

Water-resistance corresponds to criteria defined by international standards: ISO-2281 for water-resistant watches and ISO-6425, with more stringent criteria for diving watches

We do our utmost to design watches for everyday use, This means your watch can withstand rain, splashes, small amounts of mist and even accidental, rapid submersion. However, to maximize the life of your watch, it is best to avoid contact with water, especially hot water. Excessive pressure or heat could damage the watch’s gaskets and consequently the watch itself. What’s more, the bracelet may degrade in contact with water, as leather is an animal material that is not waterproof by nature.

HOW TO USE MY PROMOTIONAL CODE?

In the shopping cart area, as well as on the payment page, fields are available to apply your promotional code. Enter the coupon code exactly as shown. Once validated, you will see your discount in your order summary. If it doesn’t work, it may no longer be active.

AN ERROR MESSAGE APPEARS WHEN ENTERING MY DELIVERY/BILLING INFORMATION, WHAT SHOULD I DO?

If you receive an error message, there may be a problem with your credit card information, billing address or delivery address. The message may tell you why, but if it doesn’t, please check all the information carefully for typos or other inconsistencies. If the problem persists, please contact customer service directly via our contact form.

CAN I CANCEL OR CHANGE MY ORDER?

It is possible to modify an order within a maximum of 30 minutes after validation. Once this period has elapsed, the order is deemed final and will be put into production for shipment. We will no longer be able to make changes.

Each validated order is quickly processed and put into production, so that you receive your parcel as quickly as possible. This is why it is imperative that you contact us as soon as possible to request a change of color/model or to cancel your order, before the order is processed and shipped by our team.

However, you can return the goods to us as soon as you receive them and obtain a refund or exchange using the returns form.

If you have a complaint about your order, please contact us immediately via the contact form.

WHEN WILL MY ORDER BE SHIPPED?

We aim to dispatch orders the same day whenever possible. Delivery times may vary depending on how quickly the order is processed.

Most orders are shipped within one to three business days of purchase.

Orders are not dispatched at weekends or on public holidays.

WHERE IS MY ORDER CONFIRMATION?

Following your purchase, you will receive a confirmation e-mail at the address you entered when placing your order. If, for any reason, you have not received an e-mail, please check your “Spam” folder and add us to your list of approved senders. You can also check the status of your order by logging into your account on our website.

THE STATUS OF MY ORDER SHOWS “IN PROGRESS” OR “COMPLETED”, WHAT DOES THIS MEAN?

The mention «in progress» simply means that we have received your order on our site and that our team is packaging it. Once your order has been shipped, our logistics partner will send you the tracking number of your parcel by email.

Once your package has been received, your order status will change to “completed”.

THROUGH WHICH COMPANY DO YOU DELIVER YOUR PARCELS?

We offer a free delivery service with tracking, provided by UPS, FEDEX, DHL, TNT through the PACKLINK service for international orders.

We can also deliver our parcels via COLISSIMO in mainland France.

WHERE ARE ORDERS SHIPPED FROM?

We ship from France, where all orders are inspected and packed by hand in our Paris workshops.

TO WHICH COUNTRIES DO YOU DELIVER?

We currently deliver to the following countries: France, Germany, Australia, Belgium, Denmark, Spain, United States (US), Italy, Luxembourg, Netherlands, Portugal, United Kingdom (UK), Switzerland, Sweden.

Please contact us directly if your country is not on this list to find out about possible delivery arrangements.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Your parcel will be delivered to your home within 1 to 5 working days from the date of purchase. This estimate may vary by country and locality.

These times do not take into account any delays caused by customs, strikes, flights or other exceptional circumstances beyond our control. These times are given as an indication and correspond to the average delivery times communicated by our logistics partners.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped by UPS, our partner PACKLINK will send you the tracking number by email. You can then refer to the information available on the partner carrier’s website to track the progress of your parcel.

IS MY PAYMENT SECURE?

Your transaction and payment information is processed directly by a secure third-party payment platform (Stripe) in accordance with strict banking standards. The information you provide is encrypted using SSL, guaranteeing the confidentiality and protection of your data. Your credit card details are sent directly to the bank and cannot be read or accessed by any party other than your bank, including ourselves. No information is stored on our site.ac

WHAT PAYMENT METHODS ARE AVAILABLE?

Currently, you can set :  

  • By credit card (Visa, Mastercard, American express…)
  • Using a Paypal account
  • With a voucher or promotional code

WHY DID MY PAYMENT FAIL?

There are many possible explanations. First of all, please check that your credit card is one of the accepted means of payment. Make sure you have entered your card details and billing address correctly. If the transaction still fails, please contact your bank or try again.

WHAT IS YOUR RETURNS POLICY?

All unused and unworn watches are fully exchangeable and refundable within 14 days of receipt. To exercise your right of return, you will need to present a purchase invoice and follow the procedures described in the general conditions of sale. We recommend that you return your complete order to us in perfect resale condition with its original packaging in order to be eligible for any refund or exchange. Please note that return shipping costs are at the buyer’s expense (except for defective products).
To return an order, simply fill in the returns form. specifying your order number and the reason for the return. We will then provide you with the procedure to follow and further instructions for making your return.

There are three possible scenarios:

  • Refund: We will refund the amount of your order as soon as the parcel has been received by our teams (within a maximum of 30 days).
  • Exchange: Once we have received your returned merchandise, we will assume the shipping costs to send you a new order.
  • Special case of defective product: we will refund you or send you a new equivalent product at our expense after processing your report. Please contact customer service if you receive a defective product.
HOW LONG DOES MY REFUND TAKE?
 
For security reasons, we prefer to refund our customers using the same payment method as the original. The process takes 24/48 hours from receipt of the return. Refund times may depend on the method of payment used:
 
  • If you used a credit card, the refund may take up to 10 business days to reach your account depending on the banking establishment. The time it takes for the refund to appear in your bank account is beyond our control. Thank you for your understanding.

MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?

Despite our packaging policy and the reliability of our partner carriers, it is possible that an incident may occur and the parcel may be damaged in transit. We invite you to contact customer service via our contact form. Please indicate your order number in the body of your e-mail and attach photos of the packaging and your item so that we can ascertain the damage. If possible, we recommend that you have your delivery person note any damage and/or, failing that, file a claim with the carrier within the time allowed in accordance with our general terms and conditions of sale, in order to simplify the handling of the claim. Once your report has been processed, we willrefund your money or send you a new item at our expense.

Please see our Gentlemaan Warranty page.

Any other questions?

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