FAQs

When will the watches be made available to buy?
We're currently focusing on the assembly and fulfilment of outstanding orders. We will look to re-open our order book in Q4 2024.

Queries regarding shipping into Europe (Post-Brexit):
From January 1st, 2021 the United Kingdom (UK) is no longer part of the European Union (EU). We have adjusted the pricing to ensure EU customers will not be charged UK VAT (20%) on your order. We ship these EU orders on a DDU (Delivery Duty Unpaid) basis. This means that Local duties and taxes will need to be paid prior to delivery.

We can’t refund any customs duties paid if you return your watch for a refund. We will deduct any duties, taxes or fees incurred by us from your refund.

Queries regarding shipping to the USA:
*NEW* We will be shipping US orders ‘DDP’ (Delivered Duties Paid). This means you won’t face any unexpected duties or customs charges.

As we have not yet reached the threshold for any US state where we are legally required to collect sales tax, the price is an all inclusive cost.

We can’t refund any customs duties paid if you return your watch for a refund. We will deduct any duties, taxes or fees incurred by us from your refund.

Custom officials may request your Social Security Number / Tax ID. Where this is required the shipping company will reach out directly to you. We are not able to prevent this request.

Queries regarding shipping to the rest of the world (not including USA):
All orders are shipped from the UK, so import duties or taxes may apply. We ship these international orders on a DDU (Delivery Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid on delivery of your order.

Do you offer international shipping? Which courier do you use? Are there any shipping charges?
We ship worldwide via DHL Express. Shipping is free of charge for all watch orders. Once your order is ready to ship you can expect an email from DHL directly with tracking and delivery information.

What warranty is included?
We have partners with Horologium to offer a 2 year warranty, valid from date of purchase. This covers any form of mechanical fault and we will arrange a repair free of charge. We have built up a global network of trusted service partners who can help resolve any aftersales queries / issues. Accidental damage is not included in this warranty.

How can I make changes to an existing pre-order?
If you'd like to update your delivery address, you can do so at any point prior to dispatch. To do so, please check your order confirmation email (send on the day you placed an order) and click 'View / Edit your order'.

If you'd like to make changes to the product selection, please email us at support@underd0g.com.

Can I return the strap if I am unhappy with the size?
Yes, you can return the strap if you are unhappy with the size purchased. However, please note that you will be responsible for covering the cost of the return label for the size swap. Once the incorrect strap is returned and checked, we will proceed with issuing the size swap for you.

Can I add a strap to an outstanding pre-order?
Yes, you can add a strap to an outstanding pre order. Please make a request via support@underd0g.com and we will assist you in adding it to your watch order so that your items can be delivered together.

Can I order a strap as a standalone order?
At the moment, we do not sell straps separately unless they are purchased with a watch.

Can I get a refund / return my watch?
If your pre-order is yet to be dispatched, you can request a full refund at any time. Please contact us via support@underd0g.com.

If you have received your order and would like to return it for a refund, we are able to accept returns within 14 days as long as the watch is unworn. Once it has been inspected a refund (minus return shipping fee) will be processed.
Return shipping fees: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.

Please contact us via support@underd0g.com to arrange a return.

Please note: The return payment can take up to 10 days to process.

I don't want to pay the import duties and have therefore rejected the delivery, can I get a refund?
As the shipment has been dispatched and rejected at point of import / delivery DHL will be looking to destroy or return the goods. We will always work to ensure the goods are returned to us. Once we've received the return safely and it has been inspected, a refund (minus outbound and return shipping fee) will be processed.
Outbound shipping fees: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.
Return shipping fees: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.

Please note: The return payment can take up to 10 days to process.