FAQ

Order & delivery

Please contact our Customer Service team as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible we may still be able to change or cancel it.

Please contact our Customer Service team as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible we may still be able to change or cancel it.

First of all our sincere apologies for the inconvenience. Please contact us. We will send you a free return waybill so you can send us back the wrong product, after receipt of your parcel we will ship out the correct items you have ordered.

Please use our tracking number you have received from us to see what the update is for your parcel. If you see irregularities or it takes longer than 7 business days to arrive, then you should contact us immediately so we can provide assistance and resolve this matter for you.

Shipping

All our orders are shipped from our warehouse in Elst, The Netherlands (Europe)

Once your order ships, you’ll receive a shipping confirmation email and tracking number.

If it has been more than two business days since you placed your order and you still have not received a tracking number, please email us here, and we will gladly assist you.

Currently, we are shipping internationally to a wide range of countries.

Some countries are excluded from shipping for logistics reasons. If your country is not listed in “Billing & Shipping information” during checkout, then that means that we cannot ship to your country, and you cannot place an order on our website.

International shipping is free, and is being shipped with UPS, DHL Express or DHL Parcel courier.

We do our best to process orders within two working days. After the order has been processed, you will receive a tracking number via email.

In the case of orders placed outside of the European Single Market (“international orders”), they may be subject to import duties and taxes depending on the country to which it is shipped.

Usually, taxes and duties are levied when the shipment reaches your country.
Note that customs agents may delay the delivery of packages on rare occasions until the payment is carried out.

Customs fees and policies vary widely from country to country. Therefore we advise you to contact your domestic customs office for further information.

In any case, REISER cannot control and shall not be liable for any duties/taxes applied to your order. You will be solely responsible for paying additional charges for customs clearance.

Return & Exchange

We want you to be able to buy with confidence and be completely satisfied with your purchase. If for any reason you are unhappy with your purchase, you can return it to us within 14 days of delivery, providing your purchased REISER watch is:

  • Unworn
  • In an original and resalable condition with any tamper-evident label still attached.
  • In its original packaging supplied with the purchase.

To return an item, please fill out the returns form here. One of our Customer Support Team will respond to your request within 1-2 business days with instructions on how to return the watch.

You will be issued a return authorization number which must be enclosed within the shipment that will be sent back. Please make sure all returned items are well packaged and sent via a trusted postal service. REISER cannot take responsibility for return items damaged or lost in transit and only returns with assigned return numbers will be accepted. If you return the shipment without a return authorization number provided, it will not be accepted and processed.

Once we receive your returned order, we will verify the product and packaging as being unworn and undamaged, we will issue you a refund or exchange, if applicable.

If you have any questions about our returns policy, please get in touch with the REISER customer service team here.

*your statutory rights are not affected

In any case, should you need to return to us your watch, please fill in the form at the following url: https://www.reiserwatches.com/returns This way we are sure that our return is going to the right department for handling.

We are unable to process exchanges right now.

If you would like to exchange a product, please return the original item(s) for a full refund and place a new order.

Once we receive your return, please allow 5 business days for your return to be processed and then 5-10 business days for your bank to post the refund to your account.

Your refund will be credited to the same card (or payment method) used to make the original purchase. We’ll send you an email when our team has processed your refund so you know it’s on the way.

Payment & Security

We use different secure payment methods per region. For example most common payment methods will be Credit Card (via Stripe), Klarna, iDeal, EPS, Bancontact, ​​Cartes Bancaires, Sofort, Giropay and so on.

Our website is secured with SSL encryption and has a valid certificate.

Every information you insert into our website is highly confidential and secured.

Nobody from our organization can see your payment information.

No, we do not store your credit card information, this is being processed by Stripe which is a global leader in online payment processing.

Product Information

All REISER watches are water-resistant. You can check the exact water-resistance for your model here. The RR01, RR02 and RR03 watches have a water resistance of 5ATM (50m) and can withstand a brief submersion underwater (i.e. hand washing). We recommend taking off your watch before showering, bathing, swimming, or engaging in any activity that may involve prolonged exposure to water. Make sure the crown is always in the secure position!
All our watches are made with high-grade 316L surgical stainless steel, our crystals are made with sapphire crystal and the Rose Gold and Gun Metal colours are plated with PVD technique. 

To avoid damaging your REISER watch, we do not recommend adjusting the bracelet yourself.

We advise you to go to your local watchmaker to adjust the bracelet to fit your wrist.

Keep the spare links in case the watch should need to be re-adjusted in the future.

All our watches feature sapphire crystal. Sapphire glasses are obtained by crystallizing aluminum oxide at a temperature of 4000° F to obtain corundum, which is subsequently molded into clear disks.

This crystal is widely employed in high-end watches for its resistance. As a matter of fact, it can only be scratched by diamonds.

Warranty & Repair

The warranty does not cover:

  • Damage, caused by normal wear and tear and ageing, normal use or changes in colour, to the strap (leather, textile, rubber, metal), the glass (scratches), peeling of the plating, the bezel, the case or any other part not expressly mentioned
  • Defects and damages due to loss, theft, fire, water (including swimming), or a natural disaster
  • Damage indirectly caused by abnormal use or misuse (non-compliance with the instructions for use) or resulting from carelessness, negligence or accidents (bangs/knocks, dents, crushing, broken crystal/glass, etc)
  • Failure or damage caused by unjustifiable repair or modification (the watch case may not have been opened)
  • Battery, wristband, crown, or crystal/glass


REISER does not honor any warranty claims that are not accompanied by the original documentation.

To obtain a repair or replacement under this limited warranty, you must ensure that the authorized retailer, from where the product was purchased, has appropriately filled in the warranty card.

In order to ensure we provide excellent customer service, we will take a look at every enquiry individually. We may ask you to send the pictures and description of the fault before accepting your return or repair request. Please note that we cannot finalize any warranty claims without inspecting your watch. The warranty will cover:
  • The mechanism of the watch
  • hands
  • Anything within the dial
  • Small parts located under the glass
A watch or any component covered under warranty will be repaired/replaced free of repair charge, only if it proves to be defective in material or workmanship under any normal use. If we cannot repair your item, then we will replace the watch for you (if not available, a similar watch).
The warranty is valid 2 years from the date of purchase.
If you purchased a REISER product directly on our website, the warranty covers the defects that show within two years from the original purchase date (please see our Terms & Conditions for further details). Contact us at [email protected] and we will provide you with all the assistance you need.  Please submit the following relevant documentation: 
  • Order number
  • First name & Last name
  • Address
  • Purchase date
  • Describe the issues you are experiencing

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