FAQ

WHAT IS THE QUALITY OF THE WATCHES?

At Gentlemaan, product quality and customer satisfaction are paramount. Before being released, each product is carefully tested and checked by a team of experts. We select our suppliers according to strict criteria to provide you with premium quality and exceptional design at the best price. We make sure to provide you with watches with efficient, reliable and durable mechanisms. 

WHAT TYPE OF MOVEMENT ARE YOUR WATCHES EQUIPPED WITH?

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

ARE THE WATCHES WATER RESISTANT?

In watchmaking, the water resistance of a watch refers to its ability to withstand water pressure and penetration. All Gentlemaan watches are waterproof. Please refer to your user manual for the water resistance of your watch.  

Water-resistance corresponds to criteria defined by international standards: the ISO-2281 standard for so-called water-resistant watches and the ISO-6425 standard, with more advanced criteria for so-called diving watches. 

We strive to design watches for everyday use, This means that your watch can withstand rain, splashes, small amounts of fog and sometimes even accidental and rapid submersion. However, in order to take the best possible care of your watch to maximise its life, it is best to avoid contact with water, especially if it is hot. Too much pressure or heat could damage the watch’s seals and consequently the watch itself. In addition, the bracelet may degrade in contact with water, as leather is an animal material that is not waterproof by nature.

HOW TO USE MY REDUCTION COUPON ?

In the shopping cart page, as well as on the payment page, dedicated fields are available to apply your coupon. Enter the promo code exactly as it was presented to you, once validated you will see its application in the summary of your order. If this does not work, it may no longer be active.

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

If you receive an error message, there may be an issue with your credit card information, billing or shipping address. The feedback message may tell you the reason, if not, please review all information carefully and check for any typos or other inconsistencies. If the problem persists, please contact customer service directly via our contact form.

MAY I CANCEL OR CHANGE MY ORDER?

It is possible to modify the order but within a period not exceeding 30 minutes after the validation. After this period, the order is considered final and put into production for shipment. We will not be able to make any changes.

Each validated order is quickly processed and put into delivery so that you receive your package as soon as possible. This is why you must imperatively manifest yourself as soon as possible for any request for change of color/model or for any definitive cancellation of your order, and this before the order is processed and shipped by our team.

However, you can send us a return upon receipt of the goods and obtain a refund or an exchange via the return or exchange form.

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

WHEN WILL MY ORDER BE SHIPPED?

We try to ship orders the same day when possible. Delivery times may vary depending on how quickly the order is processed.

Most orders ship within one to three business days of purchase.

Orders are not shipped on weekends and holidays.

WHERE IS MY ORDER CONFIRMATION?

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

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 website and that our team is packaging it. Once your order has been shipped, our logistics partner will send you the tracking number of your package by email.

Once your package has been delivered, the status of your order will change to “completed”.

THROUGH WHICH COMPANY DO YOU DELIVER YOUR PRODUCTS?

We offer a free shipping service with tracking, provided by the shipping company UPS through the PACKLINK service for international orders.

We can also deliver our packages via COLISSIMO in France. 

WHERE ARE THE ORDERS SHIPPED FROM?

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

IN WHICH COUNTRIES DO YOU DELIVER?

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

Please contact us directly if your country is not in this list to know the possible delivery terms. 

HOW SOON CAN I RECEIVE MY ORDER?

Your package will be delivered to your home within 1 to 5 business 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 and 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 DO I TRACK MY ORDER?

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

IS MY PAYMENT SECURE?

Your transaction and payment information is processed directly by a third party payment platform (Stripe) secured according to strict banking standards. The information communicated benefits from the SSL encryption process which guarantees 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 datas are stored on our site.

WHAT PAYMENT METHODS ARE AVAILABLE?

Currently, you can pay :  

• By credit card (Visa, Mastercard, American express…)
• Using a Paypal account
• With a voucher or a 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 payment methods. Please ensure that you have filled in your card and billing address details correctly. If the transaction still fails, please contact your bank or try again at a later date.

WHAT IS YOUR RETURN POLICY ?

All unused and unworn watches are fully exchangeable and refundable within 14 days of receipt of the package. To exercise your right of return, you must 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 condition for resale with its original packaging to be able to claim any refund or exchange. Please note that the return costs are the responsibility of the buyer (except for any defective product).
To return an order, simply complete the return form return form specifying your order number and the reason for the return. We will then provide you with the procedure and additional instructions for making your return.

There are three scenarios:

• Refund: We will refund the amount of your order as soon as the package is received by our teams (within a maximum of 30 days)
• Exchange: We will pay the postage to send you a new order once we have received your return.
• 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 as soon as possible if you receive a defective product.

MY ORDER HAS BEEN DELIVERED DAMAGED, WHAT SHOULD I DO?

Despite our packaging policy and the seriousness of our partner carriers, it is not excluded that an incident occurs and that the package is damaged during transport. We invite you to contact our customer service via our contact form. Please include your order number in the body of your e-mail and attach photos of the packaging and your item so that we can determine the damage. If possible, it is recommended that you have your delivery person inspect the damage and/or, failing that, file a claim with the carrier within the time limit specified in our general terms and conditions of sale in order to simplify the handling of the claim. After processing your alert, we will refund your money or send you a new item at our expense.

Please visit our services et warranties page.