FAQ's
1) Are Your Watches Genuine?
Yes, all our watches are 100% genuine, our products are either sourced directly via reputable wholesalers in Europe. Therefore we can 100% guarantee the authenticity of every watch we sell.
2) Are Your Watches Supplied With Original Boxes?
All our watches are brand new and supplied with the brand's official boxes, exactly as you would receive them if you were to purchase them from a high street retailer. An example picture of product packaging is listed on each item listing, we do not sell loose, unboxed watches.
3) Why Are Your Prices So Low?
Zad watch has well-established relationship with a number of wholesale partners enabling us to secure great savings which in turn we pass it on to our customers. As a result, we are able to offer substantial discounts in some cases up to 65% off RRPs.
4) Does The Item Come With a Warranty?
Yes, all items carry either a direct wholesalers warranty for 1, 2, or 3 years, or alternatively, for brands, we are third-party stockiest for our own 2-year seller warranty, our warranty is a mirror of the original wholesaler's warranty, If there is a mechanical fault with the watch movement we will repair or replace the watch, the warranty does not cover misused, accidental damage, water damage, strap, battery, loss of stones or the plating/color. If you need to make a warranty claim please get in touch with us and we will assist you.
Warranty repairs will take 10-28 days depending on the fault, If a warranty claim is made within 28 days of purchase we will cover all freight costs. However, if a warranty claim is made after 28 days, the customer is liable for freight costs. As of January 1st,2022, we no longer stamp the warranty booklets.
5) Are All Your Watches Actually Held In Stock?
Yes, all watches listed in our online store are held in stock, we ship our watches directly from our stock so you can be ensure of speedy delivery. in case you wish to order a sold-out watch you just can add it to the wishlist and notify us so we can order it. Some Brands such as ( Bernhard H. Mayer & Cimier ) takes from 15-25 days to be delivered because most of them are limited editions.
6) Who Do You Use To Ship Your Item?
We use a local courier services provider for shipments around all of UAE with highly professional standards. Therefore all items are fully insured for any loss or damages for peace of mind.
7) What If Nobody Is At Home To Accept My Parcel, What Will Happen To It?
Once your order is shipped the courier will send you an SMS, WhatsApp, or Email notification with a choice of options for your delivery, so you can make sure that you will be available. On the day of delivery, the courier provides detailed tracking and a 1-hour time slot, if the delivery is still missed on this occasion, they will leave a sorry we missed you card, and options to re-deliver will be sent via SMS & email.
8) Do You Ship Internationally?
Unfortunately, we don't provide any international order shipments at the moment. We offer local shipping around all of UAE only. Therefore, all items are fully insured for any loss or damages for peace of mind.
9) My Order Hasn’t Arrived Yet, What Do I Do?
While the majority of orders do arrive on time, there are occasionally delivery delays, particularly with orders before or during local public holidays. If you believe your order hasn’t arrived on time please contact us.
10) What If My Watch Stops Working Or Is Faulty?
If the movement on your watch stops working within your warranty period please return it at your earliest convenience (Please contact us first so we can provide you with return instructions). Please ensure you use a tracked postal service to ensure the watch is not lost in the post. Retain your receipt for postage and we will reimburse you for the cost of a wholesaler's fault is confirmed. Our returns department is incredibly efficient and dedicated to resolving any issues as quickly as possible. If we cannot fix your watch we will issue a refund in full or a replacement of the same item.
11) What If I Receive A Watch And Do Not Like It?
Customer satisfaction is our number one priority, after all our reputation is built on it. If upon receiving your watch you do not like it please return it back to us via a tracked postal service for a full refund. (Please contact us first so we can provide you with return instructions). All we ask is that the watch is returned to us unworn and in its original packaging.
12) When Will I Be Refunded?
99% of refunds are processed within 3-5 working days from the date the watch is returned to us, during peak holiday periods refunds may take slightly longer.