ORDERS

HOW CAN I CANCEL MY ORDER?

If you wish to cancel your order, please contact us via email at info@cauny.com.

Please read our Return and Refund Policy.

HOW CAN I CHANGE MY ORDER?

If you wish to change your order, please contact us via email at info@cauny.com.

We will do our best to assist you, but please be aware that this process may delay the delivery date of the product. OURTIME – WATCHES AND ACCESSORIES, LTD. is not responsible for any delays in delivery due to address change requests made by the customer.

 

CAN I CHANGE THE SHIPPING ADDRESS?

If you wish to make any changes to the shipping address, please contact us via email at info@cauny.com.

We will do our best to assist you, but please be aware that this process will delay the delivery date of the product. OURTIME – WATCHES AND ACCESSORIES, LTD. is not responsible for any delays in delivery due to address change requests made by the customer.

 

WHEN WILL I RECEIVE MY ORDER?

Our goal is to get your order to you as quickly as possible. Once your order has been successfully submitted, the warehouse will process it within 1 or 2 business days. It will then be packed and shipped. You should receive your order according to the number of business days indicated during checkout. Please note that orders are not shipped on weekends and public holidays.

Delivery times are only estimates and can vary due to external factors beyond the control of OURTIME – WATCHES AND ACCESSORIES, LTD. and its shipping service. These factors may include, but are not limited to, adverse weather conditions, technical failures, customs delays, etc.

Also, please be aware that during promotional periods, shipping times may be longer than usual.

 

I HAVEN’T RECEIVED MY ORDER. WHAT CAN I DO?

Please contact us via email at info@cauny.com and we will immediately check the situation.

 

WHERE ARE THE PRODUCTS SHIPPED FROM?

Orders are shipped from our warehouse in Portugal.

HOW CAN I TRACK MY ORDER?

At the moment, we are unable to send the tracking code automatically. Therefore, you will need to contact us via email at info@cauny.com.

DOES CAUNY SHIP TO MY COUNTRY?

Although our carrier strives to ship orders worldwide, we are currently able to ship only to:

 

Andorra Argentina Australia Austria Belgium Brazil Canada Chile Cyprus Denmark Estonia Finland France

Germany Greece Ireland Italy Latvia Lithuania Luxembourg Malta Mexico Monaco Netherlands Norway Poland

Portugal Romania San Marino Slovakia Slovenia South Korea Spain Sweden Switzerland United Kingdom United States Vatican City

 

IS SHIPPING FREE?

In some European Union countries, standard shipping is offered for free by OURTIME – WATCHES AND ACCESSORIES, LTD.

All shipping outside the European Union or any express shipping is subject to an additional cost.

Any order within or outside the European Union, even if free, may be subject to VAT, customs duties, and other fees, which will be charged when the order arrives at the destination country.

If your order is shipped outside the European Union, OURTIME – WATCHES AND ACCESSORIES, LTD. will not charge VAT. However, you will be subject to the customs duties of your country. VAT deduction is applied during checkout on our website.

Please note that OURTIME – WATCHES AND ACCESSORIES, LTD. will not be able to inform you about local fee payments or any amounts that may be charged. For more information on additional fees charged by local authorities, we suggest you contact the carrier or customs services closest to you.

 

MY ORDER IS A GIFT. CAN I REMOVE THE INVOICE FROM THE PACKAGE?

Sorry, but the invoice is always included in the package when delivered.

 

HOW DO I PLACE AN ORDER?

To place an order, select the item(s) you wish to purchase and add them to your shopping cart. Then proceed to the cart page, where you will need to fill in your personal information and pay for your order.

 

WAS MY ORDER SUCCESSFUL?

When customers place an order, we perform several verification steps to ensure the highest level of security. If your order is successful, you should receive a confirmation email at the address you provided at checkout. If this does not happen, please contact us via email at info@cauny.com.

 

WHY DIDN’T I RECEIVE AN ORDER CONFIRMATION EMAIL?

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

If you do not receive the confirmation email, we recommend that you contact us via email at info@cauny.com so we can check the situation.

From our experience, it is possible that your order may not have been submitted successfully or that the email address you provided is incorrect.

 

HOW CAN I USE MY PROMOTIONAL CODE?

When you reach the cart page, you should enter your promotional code in the coupon field and select the “Apply” option. Make sure there are no spaces before or after the code. Please note that only one promotional code can be used per order. Promotional codes are not cumulative.

 

WHAT ARE THE CONDITIONS OF THE CAMPAIGNS?

The campaigns offered on our website:

• Are only valid for orders placed directly on our official website;
• Are only valid for a limited period of time;
• The campaign/promotion cannot be applied to other orders placed before or after the campaign period.

 

 

RETURNS

I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?

If you receive your order and it does not match what you ordered, please contact us immediately via email at info@cauny.com. We will do everything in our power to correct our mistake as quickly as possible.

 

WHAT IS CAUNY’S EXCHANGE POLICY?

Our Return and Refund Policy can be viewed HERE.

 

WHAT IS CAUNY’S REFUND POLICY?

Our Return and Refund Policy can be viewed HERE.

 

HOW CAN I RETURN MY ORDER?

Our Return and Refund Policy can be viewed HERE.

 

HAVE YOU RECEIVED MY RETURN?

Once the returned order arrives at our warehouse, it will be processed and inspected before we proceed with the approval or rejection of the return/exchange.

Although we work as quickly as possible, this process may take a few business days to complete. We appreciate your understanding.

Please note that OURTIME – WATCHES AND ACCESSORIES, LTD. is not responsible for any items lost during the return process. We recommend using registered mail and providing us with the tracking code of the returned package.

 

PAYMENTS

WHAT PAYMENT METHODS ARE ACCEPTED?

OURTIME – WATCHES AND ACCESSORIES, LTD. accepts MasterCard, Visa, MbWay, multibanco reference payments, and PayPal as payment methods.

 

ARE MY PAYMENT DETAILS SECURE?

Your transaction and payment details are handled directly 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 cannot be accessed by third parties, including OURTIME – WATCHES AND ACCESSORIES, LTD.

 

DOES OURTIME – WATCHES AND ACCESSORIES, LTD. STORE MY PAYMENT DETAILS?

OURTIME – WATCHES AND ACCESSORIES, LTD. does not receive or store any payment information. All transactions are handled directly by EU PAGO, our payment service provider. Your credit card information is sent directly to the bank, and only the bank can view or access it.

 

PRODUCT-RELATED QUESTIONS

DOES THE WATCH COME WITH A BRACELET?

All watches available on our website include the dial and the bracelet. If you wish, you can purchase additional bracelets by selecting any of the Bracelets pages.

HOW CAN I KNOW IF MY CAUNY IS AUTHENTIC?

To ensure the authenticity of the CAUNY watch, you should purchase it directly from our website or from an authorized CAUNY dealer.
If you bought it through an unauthorized dealer, such as Amazon, eBay, Groupon, etc., there is a risk that you have received a counterfeit, used, or defective watch.

IS MY WATCH WATER-RESISTANT?

The table below explains the different levels of water resistance. All models listed on our website have a water resistance rating according to the parameters on the left.

 

Water Resistance Level	Suitability
3 ATM	Resists splashes during hand washing
5 ATM	Suitable for daily use and showering, but NOT for swimming
10 ATM	Suitable for daily use, swimming, and snorkeling but NOT for deep diving
20 ATM	Suitable for daily use, swimming, snorkeling, surfing, and high-impact water activities

 

WHAT MATERIAL IS THE WATCH MADE OF?

The cases of our watches are made of stainless steel (316L).
The straps can be made of stainless steel (316L), different types of leather, or cotton.

The glass on your watch will depend on the model. In some cases, the glass is double, with anti-reflective treatment and covered with sapphire. In others, such as the Cauny Prima, Open Heart, and The Architects of Time Series models, the glass is made entirely of sapphire.

 

CAN I WASH MY BRACELET?

We recommend not washing the leather or cotton strap. Any exposure to water will dry out the materials and possibly damage the bracelet.
However, you can find specific leather cleaning products at a watch store or manufacturer. If you have a metal bracelet, you can wash it with warm water.

 

WHAT TYPE OF BATTERIES ARE USED?

All our watches use a standard silver oxide battery, available at all watchmakers and jewelers. Automatic watches do not have batteries.

 

WHAT IS THE LIFESPAN OF THE STANDARD CAUNY BATTERY?

The batteries in our watches have an estimated lifespan of 2 to 4 years, depending on external factors such as temperature, humidity, atmospheric pressure, etc.

 

MY WATCH HAS STOPPED. WHAT SHOULD I DO?

Please set the time to the correct 12 o'clock position and check if the crown is fully pressed against the watch. Wait 15 minutes to see if the minute hand has moved. If this does not resolve the issue, please contact us via email at repairs@cauny.com, and we will be happy to assist you.

WARRANTY QUESTIONS

 

WHAT IS THE WARRANTY VALIDITY AND COVERAGE?

Our watches are manufactured to the highest quality standards of CAUNY. However, your watch is covered by our warranty against any manufacturing defects, which includes the watch mechanism, case, dial, and hands.

The CAUNY warranty is valid for a period of thirty-six (36) months from the date of purchase. After the warranty period expires, any repairs will be subject to a service charge.
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 shipping costs.
The CAUNY warranty does not cover:

• Defects and damage caused by loss, theft, fire, water, or natural disasters
• Failures or damage caused by misuse, negligence (scratches, dents, crushing, broken glass, etc.), or accidents
• Failures or damage caused by unjustified modifications or repairs
• Aesthetic changes caused by normal use and wear (minor scratches, etc., on the case and/or glass, change in strap color or loss of fragments)
• Battery, strap, crown, or crystal/glass
• Watches without a serial number, or with a serial number that has been erased, altered, forged, replaced, damaged, or illegible.
  CAUNY will not consider any claims that are not accompanied by the purchase invoice, which can be in paper or digital format. If the purchase was made from an unauthorized dealer, such as Amazon, eBay, Groupon, etc., there is a risk that you have received a counterfeit, used, or defective watch. CAUNY will not consider any claims for watches purchased from unauthorized dealers.

 

HOW DO I GET MY WARRANTY?

The purchase invoice for the watch serves as warranty for technical assistance cases.

 

WHAT SHOULD I DO TO REPAIR MY CAUNY?

Please contact our technical support via repairs@cauny.com.

 

RESELLER QUESTIONS

 

WHY SHOULD I BUY THROUGH AN AUTHORIZED RESELLER?

When purchasing a CAUNY watch from an authorized reseller, 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 carried out by specialized personnel.
• You will be satisfied with the high level of customer service.

In contrast, purchasing through an unauthorized reseller (such as Amazon, eBay, Groupon, etc.) carries the risk of receiving a counterfeit, used, or defective watch. This means that watches purchased through these resellers are not covered by the warranty.

To find an authorized reseller near you, please visit the Stores page HERE.

 

I WANT TO BECOME AN AUTHORIZED CAUNY RESELLER/DISTRIBUTOR – WHO SHOULD I CONTACT?

Please contact us via email at info@cauny.com.
In your request, please provide us with the following information:

• Company name, complete address, and country
• Contact person’s first and last name
• Contact person’s phone number/cell phone
• Contact person’s email address
• Ensure you include any additional information you consider relevant, such as other brands represented, etc.

This request will be sent to our Commercial Department, where the sales representative responsible for your area will review your proposal and contact you as soon as possible.