Browse through some of the most frequently asked questions below.
ORDER PROCESS & SHIPPING DETAILS
Do you offer free shipping?
Yes! In fact this is one of the things we pride ourselves on - free worldwide shipping on all orders.
How do I make an order?
Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address.
A shipping confirmation email should follow after 1 business day.
Please feel free to e-mail the customer service team on email@example.com if further assistance is required at any point
Can I track my order?
Yes! We provide tracking information for all orders. You will receive an email update once an order is placed, and a shipping confirmation with the tracking details within one business day.
Please contact our team on firstname.lastname@example.org if you happen to run in to any problems.
Do I have to pay customs and / or import charges?
All orders are shipped from our Massachusetts, USA Warehouse.
KRMA cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee.
How secure is your website?
Our online store is protected by the most up to date security firewalls to ensure all data is kept secure. We understand how important secure payment is on any online store, and our checkout process is as secure as it gets. Our site is not only SSL certificate encrypted, but we also allow for payments including credit and debit cards as well as through PayPal – the safest online payment system available.
WARRANTY & MY WATCH
Can you tell me about the 12 month movement warranty?
All of our watches come with a 12 month movement warranty from the date you receive your watch. The warranty covers the watch movement against manufacturers' defects for 12 months from the date of purchase.
Within that period your watch will be repaired free of charge (except for a $19.95 shipping & handling fee) if any issue with the movement occurs. Please note that the warranty does not cover the case, glass or band/strap.
We cannot accept any liability for damage or loss caused in transit. Please note that damage caused through accident, misuse, neglect, inexpert repairs, normal wear and tear or theft is not covered. Our warranty is viewable here.
How do I set my watch?
Is my watch waterproof?
All of our watches are at least 3ATM water resistant which means that splashes or brief immersion in water (like dropping it in the sink or getting caught in the rain) will not cause any damage. However they are not sufficiently resistant for swimming, diving, showering or bathing.
My Automatic Watch Has Stopped Working
For a self-winding watch to function properly the mainspring must build up a sufficient power reserve. Many people are unaware that a self-winding watch needs to be wound first manually before it will run automatically. This is called the initiation process and without this, your timepiece will never operate properly or consistently.
To initiate the watch turn the winding crown at the 3 o'clock position in a clockwise direction for about 20 revolutions. This start up wind is usually sufficient for most automatic watches. Please note that the crown must remain fully inserted whilst rotating.
After the initiation process has been completed the watch will wind itself automatically by means of an oscillation weight that moves every time the watch's position is changed. A self-winding watch should be worn for at least eight hours a day to maximize the power reserve. If this isn't possible, or if the watch has not been worn for more than 10 hours, the initiation process must be repeated.
You can view full instructions for all of our timepieces here.
RETURNS & 30 DAY MONEY BACK GUARANTEE
I've received a damaged/defective item!
We're so sorry! We have a very stringent quality control process but unfortunately, on very rare occasions, errors may slip through or items may be damaged in transit.
If you've received a product that is defective or has been damaged you must let us know within 7 days. We will always try to resolve the issue as quickly as possible - so the sooner you act, the quicker we can find a resolution. If you let us know after the 7 day period we reserve the right to refuse credit or exchange.
What's the deal with your 30-day money back guarantee?
We offer a 30-days no hassle return & exchange policy:
If a product is damaged or was faulty upon delivery - please let us know as soon as possible. You will need to let us know within 7 days of receipt of the item in order to be eligible for a replacement or refund.
Our return/exchange policy is valid 30 days from receipt of the item. Orders returned after this date will not be refunded or exchanged and may be returned to the customer at their cost. The item does not necessarily have to arrive back to us within 30 days, it simply must have been sent (with proof of postage).
To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
For returns, please send an email to email@example.com with the subject 'Returns' and include your order number, name and the reason for the return.
We will provide you with instructions of where to send returned goods.
Customers are strongly recommended to get proof of postage when returning goods to avoid "lost package" situations.
Please note that customers are responsible for shipping costs of returned items. When the returned item is received and inspected, you will receive a confirmation email, notifying about the status of the refund.
If the refund is approved, then it will be processed and a credit will automatically be applied to your credit card or original payment method shortly after.
STILL HAVE ANY QUESTIONS?
Text (617) 681-8855