Any necessary VAT and customs fees are included to each product price for most countries.
Please check here for the detailed information.
SHOPPING GUIDE
SHIPPING FEES
Free worldwide shipping on orders of 150 USD or more.
Orders are shipped via DHL Express within 3 business days, unless otherwise specified on the product page.
VAT & IMPORT FEES
As of November 5th, 2024, our checkout system automatically have any necessary customs and VAT fees included during checkout.
For most countries, VAT and customs fees are already included in the product price depending on your delivery location. Our base product prices do not change between countries. Any difference you see is due to VAT or customs fees added at checkout.
Countries with tax included in product price:
United States (sales tax applied at checkout), European countries, Australia, Hong Kong, Malaysia, Mexico, New Zealand, Norway, Qatar, Saudi Arabia, Singapore, Switzerland, United Arab Emirates, United Kingdom
For these countries above, there should be no additional fees upon delivery. If you are asked to pay extra customs fees by the courier, do not pay and please contact us instead. We may not be able to refund you if you pay directly to the shipping company.
Countries not listed above:
Local taxes, duties, or clearance fees may apply and it will be customer’s responsibility.
RETURN & EXCHANGE POLICIES
You have the right to return and exchange any/all products you have purchased directly from our website and in doing so you agree to the following conditions:
The product(s) must be completely unused and still in the same new condition as when the product was received. Watch/watch bands that have been worn even once or buckled cannot be returned and refunded. In addition, you need to contact us and ship the items back to us within 30 days of receiving it. In the event you would like to return your purchase, all accessories originally included will need to be returned.
Products purchased directly from our website must be returned to our office in Japan for a refund to be made. Please note any shipping fees, taxes, duties, etc. incurred during shipment of your order will not be refunded with your return. You must also pay the shipping expenses in returning your order to us. We do not take responsibility for any items lost or broken during return shipping.
In the case we cannot refund your order directly through our website, costs will be refunded through PayPal. An account (free to create) will be needed.
*If you return item(s) without our prior guidance, we may decline to accept it. Please also note that if any additional costs are incurred in such cases, your refund may be issued after deducting those charges.
*Non-returnable and non-exchangeable items:
OLD SMITH 90-002 Bronze collection (due to the nature of the material used), custom engraved items, watch straps with an additional hole(s)
WARRANTY
KUOE watches come with a one-year warranty for any manufacturer defects. For repair requests, please contact us from the form below with your order name, order number, and how the damage/incident happened. Please note that repairs completed by a third party are not covered by our warranty.
What is covered by the warranty
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Movement manufacturing defects
What is NOT covered by the warranty
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Accidental damage, including water damage, magnetization, drops or impacts
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Wear, tear, or damage to external parts such as the strap, glass, crown, or case
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Faults or damage resulting from unauthorized repairs or customization
■Defective Products
In the event that the product delivered is found to be faulty, please contact us from the form below within 7 days of the completed delivery. We will respond as soon as possible to guide you accordingly.
■Battery exhaustion
The pre-installed battery is a monitor battery, which is used to check the functions and performance of your watch. It is not included in the price of the watch itself. Therefore, if the battery is exhausted more than one week after delivery, the responsibility of replacement falls on the customer. The batteries in our watches can be replaced at any competent watch shop.
■Overhaul
Typically, if worn daily, mechanical watches need an overhaul every three to five years, and quartz watches every four years. Since a true overhaul is expensive and time-consuming, we instead replace the entire movement of the watch with a new one. Due to this, we recommend holding off on service until you notice any changes in accuracy. The cost of this movement replacement varies depending on the watch model, so please contact us for more information.