Frequently Asked Questions

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General info

For all questions and answers with regards to the watch and company information, please visit http://en.florijnhorloges.nl/faq_en.php

Money back guarantee

You may exchange or return items within 14 days. Conditions are that the watch is unused, intact and with original watchbox and papers. Costs for returning items are to be paid by the customer. Please contact us for the shipping address.

Helping you order your items

If you have any questions about how to order your items or if you need help, please feel free to contact us. Together we will run through the ordering process. You do need to pay the amount due independently, as we are not authorised to help out for reasons of privacy. After you submit your order, we will send you a confirmation e-mail.

Information and advice

For more information or advice on our products, please do not hesitate ask your question. We will be delighted to help you make the right choice and successfully submit your order.

Order status

We will keep you updated by e-mail on your order status. After completing your order we will send you a confirmation. We will also send you an e-mail the minute your package is shipped and on its way. If you are not sure whether your order was received in good order, please contact us to have our Customer Service team verify matters at once.

Cancelling or changing orders

As long as we have not confirmed shipment yet, you may cancel or change your order. For this you need to contact our team. Any transaction costs will be charged on. If your package is already on its way, you may still exchange or return items within 14 days.

Guarantee period

The guarantee period is 24 months from the purchase date mentioned on your guarantee document.

Excluded from guarantee

  • Watchbands
  • Glass
  • Crown
  • Damage caused by bumping, falling and/or improper usage
  • See your guarantee paper enclosed with the watch for full description of guarantee conditions that apply.

Defective upon receipt

If you happen to receive a defective product, please let us know so within 48 hours using the email address [email protected]lorijnhorloges.nl. If you fail to inform us within 48 hours, you will lose your right to guarantee or replacement.

Repairs outside the guarantee

In case a defect is not covered by the guarantee, or in case your guarantee period has expired, please contact us to find an appropriate solution together. In most cases we should be able to perform repairs, although costs will be charged on to you.

Documents

You will receive a guarantee papers and brief owners' manual and instructions with regards to guarantee. Invoice will be send by email.

VAT

For buyers outside the European Union, we will not charge VAT. Please order the specific article that says "outside EU", since that will not have VAT included.

Costs

If you wish to claim guarantee for a particular item, the shipment costs to will be paid by you. If we accept the guarantee, then we will pay all the resulting expenses.

If you have received a defective product and provided you have informed us within 48 hours, then we will ask you to send the product back. We will refund the return shipment costs provided you enclose the receipt.

Please send us your product using a solid, sufficiently stamped packaging, including:

  • the guarantee certificate
  • your order number
  • your contact details

Privacy

We respect your privacy and will not ever show, share, rent, sell or otherwhise hand over your personal data to third parties, unless this would be required to ensure proper processing of an order (bank,shipping company).
 

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Info

For more info, you can also visit our brand website at www.en.florijnhorloges.nl

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