1. PURCHASE ONLINE:
a. How do I place an order on watches.ae?
o There are multiple ways to browse through our products and categories. Various navigation options are available on our homepage for your ease. Select the relevant categories, such as gender, price, brands, offers etc. to narrow down your selection for purchases.
o Once you have made your selection, click on "add to cart".
o Once your purchase selections are complete, click on the shopping bag icon at the top right-hand corner of your screen and follow the checkout process.
o In case of any questions or concerns, please contact us at 800WATCHES or email us at firstname.lastname@example.org
o We are available Sunday to Saturday from 0900 hrs. to 2100 hrs. (UAE Time).
b. Can I cancel or modify my order?
o If you wish to cancel the order, please login to your account on watches.ae and select option to cancel your order.
o However, order modification is not possible after submission.
2. ONLINE ACCOUNT:
a. What are the benefits of creating an account?
o You can store multiple shipping/billing addresses to ease your checkout process.
o Save the contents of your shopping bag for later.
o Easily access your current order details and history.
o Be the first to know the latest online and store offers.
b. I forgot the password to my account. What do I do?
o To recover an account password, please click ‘Forgot Password’ on the ‘Sign In’ page and follow the instructions provided in an email that will be sent to you.
c. Can I change my email address?
o Once an account is created, it is not possible to change the email address as it is linked to all the respective account details and purchase history.
o To use a different email address, a new account needs to be created.
d. What are the other things I can do with my account?
o Change your subscription preferences to our latest deals and choosing the preferred way of communication, via either email or SMS.
o Contact details can be changed under Personal Details in Account Overview.
e. Can I shop without creating an account?
o Yes, of course. At the checkout process we will give you the option of proceeding as a guest. However, we need a few details from you like your full name, email and delivery address or your preferred location for click & collect option.
3. PRODUCT INFORMATION:
a. Where do I find items that I have seen in the press/magazines?
o For all inquiries, please contact us at 800WATCHES or mail us at email@example.com.
o We are available Sunday to Saturday from 0900 hrs. to 2100 hrs. (UAE Time).
b. Is there a warranty for all watches.ae items?
o All products sold on the store and on watches.ae are warranted to be brand new, unworn, 100% genuine and free of defects.
o All watches and accessories are directly sourced from principal brands and manufacturers accompanied with their original packaging, watch manuals, serial numbers and warranty cards, wherever applicable.
c. What does the product warranty cover?
o The warranty includes service for all watches sold on our website as per the standard manufacturer's warranty mentioned for each product.
o The manufacturer’s warranty does not cover:
The battery life.
Usage wear & tear or aging defects (e.g. scratched crystal, discoloration of cases and/or bracelets, material spoilage of non-metallic straps and chains, such as leather, textile, rubber, plating issues due to usage)
Damages due to abnormal/abusive use, lack of care, negligence, accidents (e.g. knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-compliance of the directions of use provided by the manufacturer
Watch handling by non-authorized personnel (e.g. for battery replacement, services or repairs) or unauthorized alterations to its original condition beyond the manufacturer’s control.
d. Are the products original?
o Yes, all products sold in-stores and online are 100% Genuine. Watches.ae is an online shop owned and operated by Al-Futtaim Watches & Jewellery, a member of Al-Futtaim Group of Companies. Since 1982, we have been the authorized distribution partner of many well-known brands in the UAE. You can rest assured that every product you purchase from us is authentic. Our company has a strict policy against dealing with fake and counterfeit items. While some of our products are manufactured and/or assembled in China, they are guaranteed authentic by their respective brands.
e. Are product images same as actual product?
o Product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colours of products may also appear different to those shown on the site.
a. Which payment methods do you accept for online purchases?
o Master Card
o Cash on Delivery (COD) is available for orders in UAE only. It is not available for orders from other countries at the moment. *COD orders from outside the UAE will be cancelled*.
b. Is it safe to use my credit card online at watches.ae?
o Yes, your details are safe on the site.
o Watches.ae is collaborated with some of the leading payment providers in the Middle East.
c. When will my debit or credit card be charged?
o The transaction will be charged to your debit or credit card after your order is successfully placed.
o You receive a confirmation.
d. Can I use multiple methods of payment?
o You may use your debit or credit card or COD as a form of payment.
e. My credit card details have been rejected, what do I do?
o Please retry and check again.
o Ensure that you completed all the required fields correctly:
CVV code (three digit number on back of the card)
If you have attempted this several times without success, please contact your bank.
5- TABBY - BUY NOW PAY LATER
Shopping with Tabby
Tabby offers safe, simple and convenient payment options that allow you to buy the things you love now, and pay later, interest-free.
How does it work?
• Easy, you simply apply for Tabby at a partner store checkout and confirm your purchase with a 4-digit SMS PIN sent to your mobile.
Are there any fees?
• We do not charge any interest or additional fees unless stated otherwise.
Click this link for more information.
6. AFTER SALES SERVICE:
a. What do I need to present to have my product repaired during warranty period?
o Any material and manufacturing defect will be repaired free of charge within the warranty period. Please present the valid warranty certificate with your purchase invoice.
o All material and manufacturing defects existing at the time of delivery of the purchased watch is covered under the warranty.
o Only if the warranty certificate is fully and correctly completed, accompanied with your watches.ae purchase invoice will it be considered valid.
b. Where can I present my product to have it repaired?
o Please present your product along with the warranty certificate to any of The Watch House stores as per your convenience.
o Please find our store list here.
7. ORDERS, SHIPPING AND DELIVERY:
a. How do I know if my order has been successfully completed?
o You will be sent an email notification with all order details.
b. When will I receive my order?
o All orders will be shipped within 3-5 working days starting from the day of order placement(The delivery duration for brand Armand Nicolet is 5-7 days).
c. Can I place an order for items that are out of stock?
o Please enquire all details at firstname.lastname@example.org
d. How can I track my order?
o In case order fulfillment and shipping confirmation email is not received for tracking, please contact us at email@example.com
e. Can I collect my order from any of The Watch House stores?
o All online purchases qualify for our “Click and Collect” service. Please select the ‘Collect in Store’ option listed under the shipping information during the checkout process. (agency)
o When you select the in-store pickup option, you have 5 days to collect your item/s from the date of pick up confirmation, or your order will be cancelled. Upon order cancellation, we will process the full refund to your credit or debit card if any money already paid to us.
o Once your order is ready for pick up, we will call you to confirm the pickup details.
f. Can I change my delivery address after placing an order?
o Yes, it is possible. Contact us at 800WATCHES and let us know the new delivery address you would like the delivery at.
o You can also change the details by mailing us on firstname.lastname@example.org
g. Is a signature required upon delivery of my order?
o Yes, signature and any photo ID proof is required.
o The ID number will be recorded on the Proof of Delivery copy.
h. Where do you deliver in the UAE?
o We deliver across all emirates in the UAE.
i. Are there any shipping charges?
o Free shipping is available for UAE orders. A standard shipping charge of AED 25 is applicable for orders from other countries.
a. What is your return policy? How many days do I have to return a product?
o We take high care to describe and display each product as is and realistically. We also understand that sometimes these items may not be quite as expected and therefore we offer you 7 days to change/return the product.
o To qualify for this, the item(s) must be unused, unworn and in the same condition as received. Items must be returned with all the contents that were received.
o When we receive the item, our Quality Department conducts a QC to confirm and ensure it is in the original condition and all contents are present to ensure refund eligibility.
o Once refunds are processed, an email will be sent notifying the process completion. However, please allow up to a maximum of 14 days for the money to reach the account due to varied bank procedures.
b. How do I request to return an item?
o Please contact us at 800WATCHES or mail us at email@example.com
o Watches.ae will contact you back to check on the return reasoning and arrange for the return logistics.
o Alternatively, the return watch can also be dropped of at any of our Watch House stores nearest to you. Please find our store list here.
c. Will I get my VAT amount refunded upon the product return?
o Yes, the return will be processed along with the VAT value of the purchase value.
d. Can I return an item that I bought online at watches.ae to any of The Watch House stores?
o Purchases made online, can be returned at any of The Watch House stores located nearest to you. Please find our store list here.
o Please present the original invoice copy along with the return.
e. What should I do if my order arrives damaged, defective or if the wrong item was delivered?
o In case of any visible damages found during the delivery, please refuse the delivery and call us at 800WATHCES.
o If the item is found damaged after opening, immediately return it to your nearest Watch House store or call us at 800WATHCES.
f. Can I return an item that was purchased under promotion or came with a bundle deal?
o Yes, it is possible to return promotional or bundled items. However, all other items received will also have to be returned as a part of the bundled deal or promotion. No partial returns.
g. Can I keep the Free Gift with Purchase if I return the order?
o Free gift with purchase Items must be sent back with your order if your return request is for a refund and is for ALL items originally ordered. If the Free Gift is not returned, the Product value will be deducted from the overall refund due. If you are requesting an exchange there is no need to send back the Free Gift.