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FAQs

 

HOW DO I CANCEL MY ORDER?

If you wish to cancel your order, please contact us by filling the Free Resolution Form, available in our website. Please see our Return and Refund Policy.

In case we are unable to process the cancellation request immediately, usually because the package has already been shipped, we will contact our carrier to request the return of the package to our warehouse.

We will only be able to process the cancellation when the package is returned to our warehouse.

 

HOW CAN I CHANGE MY ORDER?

Once an order is shipped, we cannot change the ordered products or the selected quantity.

In this situation, we suggest that you contact us by filling the Free Resolution Form and cancel the incorrect order.

Then we recommend you to make a new request on our website with the correct article(s).

 

CAN I CHANGE MY DELIVERY ADDRESS?

If you wish to make any changes to your delivery address, please contact us by filling the Free Resolution Form and we will do our best to assist you in this matter.

In the event that we are unable to process the change of address directly into our system, usually because the package has already been sent, we will need to contact our carrier to make changes to the address.

Please note that this process will delay delivery time. OURTIME - RELÓGIOS E ACESSÓRIOS, LDA. is not responsible for any delay in delivery due to a request to change the address made by the customer.


WHEN WILL I RECEIVE MY ORDER?

Our goal is to make sure you receive your order as quickly as possible. Once your order is submitted successfully, the warehouse processes your order on the next business day. It is then collected, packed and dispatched. You should receive your request within 3-5 business days if shipped to Europe and 15-20 business days if shipped outside Europe. There is no order dispatch at weekends and local holidays.

Please note that estimated delivery times are estimates and may vary due to external factors beyond the control of OURTIME - RELÓGIOS E ACESSÓRIOS, LDA. and his delivery service. These factors may include, but are not limited to, extreme weather conditions, technical failures, customs delays, etc.

Also, please note that during periods of promotional campaigns, delivery times may be longer than usual.

 

I RECEIVED THE WRONG ARTICLE / SIZE. WHAT DO I DO?

If you receive your package, and it is not what you ordered, please contact us immediately by filling the Free Resolution Form. We will do everything we can to correct our mistake as soon as possible.

 

CAN I PICK UP MY PACKAGE AT A PICK UP POINT?

For sure. All you need to do is select the pick up location from the list during checkout.

Your package will be in a safe place where you can pick it up when it suits you best.

 

I DID NOT RECEIVE MY ORDER. WHAT SHOULD I DO?

If you have received your CHRONOPOST tracking number, we advise you to contact the nearest CHRONOPOST office directly. The carrier will have more detailed information on the status of delivery.

If you have not received your CHRONOPOST tracking number, please contact us at info@cauny.com and we will check the situation immediately.

 
WHERE ARE YOUR PRODUCTS SENT?

Orders are shipped from our warehouse in Portugal.

 

HOW CAN I FOLLOW MY ORDER?

After your order has been verified at a CHRONOPOST Sorting Station, you will receive an email from CHRONOPOST with your package tracking data. To track your package, simply use the tracking number provided on the CHRONOPOST website.

 

DOES CAUNY SHIP TO MY COUNTRY?

Although our carrier strives to be able to ship orders worldwide, at this time it is only possible to deliver at:

 

Afghanistan Cocos (keeling) Islands Hungary Morocco Singapore
Aland Islands Colombia Iceland Mozambique Slovakia
Albania Comoros India Myanmar Slovenia
Algeria Congo Indonesia Namibia Solomon Islands
American samoa Congo, rep. Dem. Iran Nauru South Africa
Andorra Cook Islands Iraq Nepal South Korea
Angola Costa do Marfim Ireland Netherlands Spain (continental)
Anguilla Costa Rica Israel Netherlands Antilles Sri Lanka
Antigua Croatia Italy New caledonia Sudan
Argentina Cyprus Jamaica New Zealand Suriname
Armenia Czech Republic Japan Nicaragua Swaziland
Aruba Denmark Jordan Niger Sweden
Australia Djibouti Kazakhstan Nigeria Switzerland
Austria Dominica, island of Kenya Niue Syria
Azerbaijan Dominican Republic Kiribati Norfolk Islands Taiwan
Bahamas Ecuador Kuwait Northern Mariana Islands Tajikistan
Bahrain Egypt Kyrgyzstan Norway Tanzania
Balearic Islands El Salvador Laos, Rep. Pop Dem. Oman Tillandsia
Bangladesh Equatorial Guinea Latvia Pakistan Togo
Barbados Eritrea Lebanon Palau Tonga
Belarus Estonia Lesotho Palestine Trinidad & Tobago
Belgium Ethiopia Liberia Panama Tunisia
Belize Faroe Islands Libya Papua New Guinea Turkey
Benin Fidji Liechtenstein Paraguay Turkmenistan
Bhutan Finland Lithuania Peru Turks & Caicos Islands
Bolivia France Luxembourg Philippines Tuvalu
Bosnia Herzegovina French Guiana Macao Poland Uganda
Botswana Gabon Macedonia Polynesia UK
Brazil Gambia Madagascar Puerto Rico Ukraine
Brunei Darussalam Georgia Malawi Qatar United Arab Emirates
Bulgaria Germany Malaysia Reunion, Islands Uruguay
Burkina Faso Ghana Maldives Romania USA
Burundi Gibraltar Mali Russia Uzbekistan
Cambodia Greece (continental + crete island) Malta Rwanda Vanuatu
Cameroon Greenland Marshall Islands Thomas / Sainte Croix / Virgin Islands Vatican
Canada Grenade Martinique Saint Kitts and Nevis Venezuela
Canary Islands Guadeloupe Mauritania Saint Lucia Vietnam
Canary Islands Guam Mauritius Saint Pierre and Miquelon Virgin Islands (English)
Cape Green Guatemala Mayotte Saint Vincent and the Grenadines Wallis and Futuna Islands
Cayman Islands Guernsey / Man Island Melila Samoa Yemen
Central Africa (rep.) Guiana Mexico San Marino Zambia
Ceuta Guine Micronesia Saudi Arabia Zimbabwe
Chad Guinea Bissau Moldavia Senegal  
Chile Haiti Monaco Serbia  
China Honduras Montenegro Seychelles  
Christmas Island Hong Kong Montserrat Shorts  

 

 

In addition, there may be other regions, countries or cities not included in our delivery service. For more information on this subject, please contact the nearest CHRONOPOST office.

 

IS SHIPPING FREE?

When buying a watch within Europe, Standard Shipping is offered by OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.. An order that contains only accessories - no watch(es) - will be subject to additional cost, which depends on the country of delivery and on how many items are ordered.

Shipping outside Europe or any express shipping is available at additional cost.

Although Standard Shipping within Europe is free, it may be subject to, but not limited to: VAT, customs or other taxes, which are charged when the order arrives in the country of destination. If your order has been shipped to a country outside the European Union, OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.will not charge you VAT / fees related to it. On the other hand, you will be subject to local customs charges in your country. The VAT deduction is made on the article page or in the box on our website.

Please note that OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.will not be able to tell you about the payment of local taxes or any amount that may be charged to you. For more information about additional fees charged by your local authorities, we suggest you contact your local CHRONOPOST office or customs.

 

 

MY ORDER IS A GIFT. IS IT POSSIBLE TO WITHDRAW THE INVOICE OF THE PACKAGE?

We are sorry, but the invoice is always included in the package when it is delivered.

 

 

DOES THE WATCH COME WITH A BRACELET?

The watch you select from our list of items will consist of the watch dial and its wristband.

If you wish, you can purchase additional wristbands by selecting a wristband from the STRAP page.

 

 

HOW DO I MAKE AN ORDER?

To order, select the article (s) you want to buy and add it to your shopping cart. Then proceed to the checkout page, where you must fill in your personal information and pay for your order.

 

WAS MY ORDER SUCCESSFUL?

When customers place an order, we carry out several verification steps in order to provide the highest level of security.

If your request is successful, you should receive confirmation of your request via the email address you provided on the checkout page. If not, please contact us at info@cauny.com so we can assist you with this issue.

 

WHY DID NOT I RECEIVE AN ORDER CONFIRMATION BY EMAIL?

If an order has been submitted, verified and processed successfully, you should receive an automatic confirmation of the order via email.

If you have not received an order confirmation by email, we recommend contacting us at info@cauny.com so we can verify the situation. It is possible that your order has not been successfully submitted.

In addition, it may also happen that the email address you have sent is incorrect.

 

WHAT IS CAUNY'S EXCHANGE POLICY?

If you are not satisfied with your purchase and would like to receive another item, you can return your order and get a full refund. Full refund of your items will be made to the account used when making the purchase in case you have paid by Visa, Mastercard or Paypal or to an account indicated by you in case you bought it by ATM reference. To ensure that you receive the desired item as soon as possible, we ask that you make a new purchase as soon as possible. Please note that we do not have any direct exchange service available.

Please note that you will have to return the items you wish to see reimbursed within 14 days of your receipt. The items must be unveiled - in their original packaging, with the protective labels and stickers intact - and in the same state as they were when they were received. For refund purposes, items purchased directly from our site must be returned to our warehouse. Items cannot be returned at a retail store.

If you have paid or received customs fees for the items you wish to return, contact your local CHRONOPOST counter to find out how to receive a credit or refund, respectively.

 

WHAT IS CAUNY'S RETURN POLICY?

You have the right to return any / all products purchased directly on our website within 14 days of receipt of the item.

The product(s) cannot be used - it should be in its original packaging, with labels and protective stickers intact - and in a new state, such as when the watch was received.

For full refund, products purchased directly from our site must be returned to our warehouse and cannot be returned to a local store.

Follow the steps below to return your order:

1. Contact us by filling in the Free Resolution Form

2. Provide reason for the return

3. You will receive an email with your return instructions

4. Follow the instructions and create your return label

5. Return us your order through our shipping company, CHRONOPOST

After promotion period, we might be receiving a large number of returns. As such, verification of your return and processing your refund may take longer than usual. Currently, you can count on your return to be processed within 5 to 15 business days from the time of receipt in our warehouse.

Many thanks for your patience and understanding.

 

HOW CAN I CHANGE MY ORDER?

If you are not satisfied with your purchase and would like to receive another item, you can return your order and get a full refund (within 14 days). To ensure that you receive the desired item as soon as possible, make a new purchase as soon as possible. If you want to return your order, please contact us; we will be happy to give you more information.

 

HOW CAN I RETURN MY ORDER?

Follow the steps below to return your order:

1. Contact us by filling in the Free Resolution Form

2. Provide reason for the return

3. You will receive an email with your return instructions

4. Follow the instructions and create your return label

5. Return us your order through our shipping company, CHRONOPOST

TERMS:

Please note that the return period for your order is 14 days after it is received. OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.will not accept returns after this period. Articles must be in the same state they were received.

Please note that we do not have the exchange service for your articles available. If you wish to receive an item in return, return your order and place a new order as it is convenient for you

For more information, contact us at info@cauny.com.

This is not applicable to any discontinued items or items purchased in a settlement that we may not be able to replace.

 

DID YOU RECEIVED MY RETURN?

Once your returned package is received in our warehouse, it is processed and inspected before proceeding with approval or disapproval of the return / exchange.

Although we work as quickly as possible, this process may take several business days to complete. Thank you for your understanding.

Please note that OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.is not responsible for any items lost during the return process. Therefore, we strongly recommend that you use registered mail and provide us with the tracking number of the returned package.

 

WHEN WILL I RECEIVE MY REFUND?

Once the returned order arrives at our warehouse, it is processed and inspected before we approve or reject the return.

Products must be returned within 14 days of receipt. It should not have had any use - it should be in its original packaging with labels and protective stickers intact - and in a new state, just like when the watch was received.

If the return is approved, a full refund of your order will be issued. Once the refund is issued by our system, it is expected to be visible in your account in 30 business days.

Please note that we may withhold the refund until we have received the returned goods, or until you provide us proof that the goods have been shipped, whichever comes first.

 

 

WHAT PAYMENT METHODS ARE ACCEPTED?

OURTIME - RELÓGIOS E ACESSÓRIOS, LDA. accepts MasterCard, Visa, PayPal, MB WAY and ATM reference as billing options.

 

ARE MY PAYMENT DATA SAFE?

Your transaction and payment details are directly handled by EU PAGO, our payment service provider, with secure encryption and strict banking standards. Your credit card information is sent directly to the bank and beyond your bank, cannot be accessed or accessed by third parties - Including CAUNY.

 

DOES OURTIME - RELÓGIOS E ACESSÓRIOS, LDA. FILE MY PAYMENT DATA?

OURTIME - RELÓGIOS E ACESSÓRIOS, LDA.does not receive or file any payment information. All transactions are handled directly by EU PAGO, our payment service provider. Your credit card details are sent directly to the bank and only the bank can view or access them.

 

HOW CAN I KNOW IF MY CAUNY IS AUTHENTIC?

To ensure the authenticity of a CAUNY watch, you must purchase it directly from our website or an authorized CAUNY dealer. If you have purchased through an unauthorized reseller, such as Amazon, eBay and Groupon, etc., there is a risk of receiving a counterfeit, used or defective watch. CAUNY will not consider any warranty claims for watches purchased from an unauthorized dealer.  

 

IS MY WATCH WATER PROOF?

 

Water resistance level

Suitability

5 ATM

Suitable for everyday use and bathing but not suitable for swimming.

10ATM

Suitable for everyday use and swimming and snorkelling but NOT suitable for high board diving or sub-aqua diving.

 

WHAT MATERIAL IS THE WATCH MADE?

Our watches are made of stainless steel (316L).

The watch glass is made of sapphire double curve lens with anti-reflective coating.  

 

WHAT TYPE OF MECHANISM IS USED?

CAUNY PRIMA watches use a Swiss quartz mechanism. All the other models uses Japonese quartz mechanism.

 

CAN I WASH MY BRACELET?

We recommend not to wash the leather or cotton strap. Any exposure to water will dry the leather or the cotton and possibly cause damage to the wristband. However, you can find specific products for cleaning leather in a watchmaker or in a watch shop.

If you have a metal bracelet you can wash it with warm water only.

 

HOW CAN I CHANGE MY BRACELET?

Watch the videos below to learn how to change your bracelet.

 

WHAT IS THE LEATHER STRAP MADE?

The Croco like and Plain leather straps are made in genuine Italian leather.

As leather is an organic material, all wristbands vary in grain as well as texture. The changes in hue that arise with regular use and the passage of time are a natural part of the process when it comes to high quality leather.

 

HOW DO I ADJUST THE SIZE OF MILANESE MESH BRACELET?

Watch the video below to learn how to adjust the size of your wristband.

PLEASE NOTE: Due to the sandy coating of the web strap, the strap closure may initially be somewhat stiff, appearing difficult to open and close.

However, if you follow the instructions in the video, you can move the catch by pressing and releasing it until it loosens and is easy to adjust.

 

WHAT IS NOT COVERED BY THE WARRANTY?

The CAUNY warranty does not cover:

- Defects and damage caused by loss, theft, fire, water, or natural disaster

- Faults or damages caused by misuse, neglect (knocks, dents, crushing, glass / broken glass, etc.), or accidents

- Faults or damages caused by unjustifiable repair or modification

- Aesthetic changes, defects and damages caused by normal wear and tear (eg small scratches on the case and / or crystal, changes in the belt and peeling of the chrome plating, etc.)

- Battery, bracelet, crown, or crystal / glass

- Watches that are missing the serial number or have been erased, altered, falsified, replaced, damaged or illegible.

If you buy from an unauthorized dealer, such as Amazon, eBay and Groupon, etc., there is a risk of receiving a counterfeit, used or defective watch. CAUNY will not take into account any warranty claims that are not accompanied by the original documentation.

 

HOW DO I GET MY WARRANTY?

In order to get your warranty, please fill your information in WARRANTY FORM tab, available in the website.

 

WHAT IS THE VALIDITY AND COVERAGE OF THE WARRANTY?

Our watches are manufactured to CAUNY's high quality standards. However, your watch is covered by our limited warranty against any manufacturing defects; this includes the clock mechanism, case, dial and hands.

 The CAUNY watch guarantee is valid for a period of twenty-four (24) months from the date of purchase. After the expiration of the warranty period, all repairs will be subject to a service fee.

 Other parts not listed above are not covered under this warranty. If the product is returned during the warranty period, CAUNY will repair or replace any defective watch or part, at no additional cost, within a reasonable time after the product is returned. However, the customer may be subject to the costs of shipping the product.

CAUNY will not take into account any warranty claims that are not accompanied by the original documentation. This means that you will have to provide the receipt of purchase, which you can have it in paper or if you have registered online you can find it in MY ACCOUNT tab available in the website. If the purchase is made through an unauthorized reseller, such as Amazon, eBay and Groupon, etc. there is a risk of receiving a counterfeit, used or defective watch.

CAUNY will not consider any warranty claims for watches purchased from an unauthorized dealer.

 

WHAT SHOULD I DO TO REPAIR MY CAUNY?

If you purchased your watch from an authorized CAUNY dealer, and you need to repair or replace it within the warranty period, please contact your dealer.

If you bought your watch online, please contact us in COSTUMER CARE tab and we will assist you directly.

If you have purchased your watch directly on our website and have a warranty question, please contact us in COSTUMER CARE tab and we will assist you directly.

Please note that the CAUNY warranty does not cover:

- Defects and damage caused by loss, theft, fire, water, or natural disaster

- Faults or damages caused by misuse, neglect (knocks, dents, crushing, glass / broken glass, etc.) or accidents

- Faults or damages caused by unjustifiable repair or modification

- Aesthetic changes, defects and damages caused by normal wear and tear (eg small scratches on the case and / or glass, changes in the belt and peeling of the chrome plating, etc.)

- Battery, bracelet, crown, or crystal / glass

- Watches that are missing the serial number or have been erased, altered, falsified, replaced, damaged or illegible.

CAUNY will not take into account any warranty claims that are not accompanied by the original documentation of an authorized reseller. If you buy from an unauthorized dealer, such as Amazon, eBay and Groupon, etc., there is a risk of receiving a counterfeit, used or defective watch. CAUNY will not consider any warranty claims for watches purchased from an unauthorized dealer.

 

WHAT TYPE OF BATTERIES DO YOU USE?

All of our watches carry a standard silver oxide battery, available at most watch shops and / or jewelers.

 

WHAT IS THE CAUNY’S BATTERY STANDARD LIFETIME?

The batteries included in our watches have an estimated life of 2 to 4 years, depending on external factors, such as: outside temperature, humidity, air pressure, etc.

 

MY WATCH STOPPED. WHAT SHOULD I DO?

Please set the time to 12 o'clock sharp and check that the crown is pressed completely against the watch case. Wait 15 minutes to see if the minute hand has moved. If this does not solve the problem, please contact us in COSTUMER CARE tab and we will be happy to assist you.

 

HOW CAN I USE MY PROMOTIONAL CODE?

On the checkout page, to enter your promotion code, click on "I have a promotion code", enter the code and click on "Use". Make sure there are no spaces before or after the code. Please note that only one promotional code per order is valid. Promotional codes are not cumulative.

 

WHAT ARE THE CONDITIONS OF THE CAMPAIGNS?

The campaigns offered on our official website:

- They are valid only for orders placed directly on our official website;

- They are valid only for a limited time;

- The campaign / promotion cannot be applied to orders placed before or after the campaign period.

 

I AM AN INFLUENCER IN SOCIAL NETWORKS. CAN I COLLABORATE WITH YOU?

Please contact us at COLLABS tab, please.

Make sure you include the following data:

- Your name and surname

- Phone number

- Email address

- All relevant information, such as links to your pages on social networks, etc.

Your request will be processed directly by our Collaboration Department, which will analyze it and contact you directly as soon as possible.

 

WHY SHOULD I BUY THROUGH AN AUTHORIZED DEALER?

At CAUNY, we want to ensure an experience of excellence with our products, before, during and after your purchase.

We work exclusively with a select group of partners around the world who have been granted the privilege of being CAUNY 's authorized reseller.

Whether you shop at a store or online, we want you to have an experience that leaves you completely satisfied. Our business partners have proven to us that they are committed to consistently delivering an excellent level of service.

The only way to ensure that you are buying an authentic CAUNY watch is by purchasing it from an authorized dealer or at www.cauny.com.

When you buy a watch from an authorized CAUNY dealer, you can be sure that:

- You are buying an authentic CAUNY watch

- Your watch will be covered by CAUNY 's international warranty

- Any service or repair will be performed by experienced personnel

- You will enjoy the highest level of customer service

- If you buy from an unauthorized dealer, such as Amazon, eBay and Groupon, etc., there is a risk of receiving a counterfeit, used or defective watch.

CAUNY will not take into account any warranty claims that are not accompanied by the original documentation of an authorized reseller.

 

WHERE CAN I FIND AN AUTHORIZED DEALER NEAR ME?

To find an authorized dealer near you, please visit our Store Locator available in our website.

 

I WANT TO BE AN AUTHORIZED DEALER / DISTRIBUTOR CAUNY - WHO SHOULD I CONTACT?

Please contact us at COLLABS tab.

In your official request, please provide the following information:

- Company name, full address and country

- Name and surname of the contact person

- Phone number

- Email address

- Make sure you include any additional information you consider relevant, such as other brands represented, etc.

This order will be automatically forwarded to our Sales Department where the sales representative responsible for your country will review it and get in touch with you as soon as possible.

 

 

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