FAQ

We've gathered answers to the questions our customers ask most often. If you don't see what you're looking for, feel free to contact us.

Product & Authenticity

Are your watches authentic?

Are the watches brand new, or used/refurbished?

Can the box or packaging change from what's pictured?

Will the watch I receive look exactly like the photos on the site?

Where are the watches manufactured?

Orders & Payment

What payment methods do you accept?

We accept payment via Shopify Pay and PayPal.

Can I change or cancel my order after placing it?

Orders cancelled before they ship are subject to a 10% cancellation fee of the product purchase price. This covers non-refundable costs incurred from overseas payment transfers and supplier reservation fees. Shipping fees are refunded in full if the order has not yet shipped. Once an order has shipped, it can no longer be cancelled and is instead handled under our return policy.

How do pre-orders work, and can they be cancelled?

Many of our items are limited-edition, collaboration, or manufacturer-reservation pieces offered on a pre-order basis. Estimated shipping dates are for reference only and aren't guaranteed, as manufacturing schedules can change. Pre-order cancellations are subject to a 10% cancellation fee of the purchase price to cover non-refundable overseas transfer fees and supplier reservation costs. If the manufacturer permanently cancels production and we're unable to fulfill your order, you'll receive a full refund.

Shipping & Customs

How is my order shipped, and how long does it take?

Orders are processed within 5 to 10 business days after your order confirmation email. We use Japan Post EMS for standard shipping and DHL for express delivery; orders to the USA ship via DHL only.

Do I have to pay import duties or taxes on my order?

USA customers: No — all orders to the United States are shipped duties included (DDP — Delivered Duty Paid). Import duties and taxes are covered in your order total, so there are no additional charges upon delivery. Please note that the duties portion of your order total is non-refundable once your order has shipped.

All other countries: Yes. Import duties and taxes (including VAT) are not included in the item price or shipping cost, and are charged once a shipment reaches your destination country. These charges are the customer's responsibility.

How do I track my order?

Once your order ships, you'll receive an email with a tracking number. Please allow up to 48 hours for tracking information to become available. If you haven't received your order within 30 days of your shipping confirmation, contact us at support@thejapanesefactory.com with your name and order number.

What happens if my package is refused or unclaimed at delivery?

If a delivery is refused for reasons other than shipping damage or our error, you're responsible for return shipping charges, any customs duties or taxes assessed on the return, and carrier handling fees. Any remaining balance is refunded after the item is received and inspected. Refused deliveries are subject to a 50% restocking fee of the item price; if returned because customs duties or taxes went unpaid, only 50% of the product purchase price is refunded, and original shipping charges are non-refundable.

Returns & Refunds

What's your return policy?

We offer a 14-day return policy from the date you receive your item. To be eligible, the item must be unworn, unused, in its original packaging with all tags, accessories, manuals, and certificates included, and accompanied by proof of purchase.

How do I start a return?

Contact us at support@thejapanesefactory.com to request a return. Items sent back without prior authorization won't be accepted.

Who pays for return shipping?

Return shipping is the customer's responsibility. If your order was sent via our Express (DHL) shipping option, we'll provide a return label, though you're still responsible for its cost. Orders sent via free or standard shipping are not provided a return label.

What if my item arrives damaged or defective?

Please inspect your order as soon as it arrives. If it's damaged, defective, or incorrect, contact us right away at support@thejapanesefactory.com so we can evaluate the issue. Photos of the item, packaging, and shipping label may be required.

Are there items that can't be returned?

Personalized products, custom-made products, special-order items sourced specifically for a customer, gift cards, sale items marked as non-returnable, perishable goods, personal care products, hazardous materials, and flammable liquids or gases are not eligible for return.