Frequently Asked Questions (FAQ)
Find quick answers about our products, orders & shipping, returns, and warranty.
Still need help? Email:[email protected] and we’ll reply within 1–2 business days.or chat on WhatsApp
Payment & Pricing — FAQs
Can you refund an order to a different credit card or PayPal account?
For security reasons, refunds can only be sent back to the original payment method used at checkout. We’re unable to redirect a refund to another card or PayPal account.
Do you offer wholesale pricing?
Yes. We work with retailers and distributors. Please email [email protected] with your store name, country, and estimated monthly volume. Our team will reply within 1–2 business days.
Is my information kept private?
Yes. We only use your information to process your order and support your purchase. We follow applicable privacy laws, including GDPR (EU/UK) and U.S. state laws such as CCPA/CPRA (California). Payments are handled by PCI DSS–compliant providers over HTTPS, and we do not store your full card details.
For details or to exercise your rights (access, delete, correct, or opt out of sale/share or targeted advertising where applicable), please see our Privacy Policy and Your Privacy Choices (Do Not Sell or Share My Personal Information).
We do not sell customers’personal information.
You can manage cookies and marketing preferences any time in Your Privacy Choices or by contacting [email protected]
What modes of payment do you accept?
We accept major credit/debit cards and PayPal. In some regions, Google Pay or Apple Pay may also be available at checkout. All payments are processed securely.
Do you offer installment/payment plans?
We don’t provide in-house installments. Depending on your region, PayPal or your card provider may offer installment options—select them at checkout if shown.
Is your checkout secure?
Yes. All payments run over HTTPS (TLS) and are processed by PCI DSS–compliant payment providers using tokenization and 3D Secure (where available). We never store your full card number, CVC/CVV, or PIN on our servers. When available, paying with PayPal, Apple Pay, or Google Pay also keeps your card number hidden from the merchant.
How long does a refund take after I cancel/return an order?
Once we receive and approve your return, we’ll issue the refund within 1–3 business days to the original payment method. Your bank or PayPal may take an additional 3–10 business days to post the funds to your account.
Do you offer price adjustments if an item goes on sale after I purchase?
We don’t offer price adjustments for orders placed before a promotion starts. The best way to save is to subscribe to our newsletter for upcoming offers.
Shipping & Delivery — FAQs
How long does it take to process and ship my order?
Orders are processed within 1–3 business days (Mon–Fri; excluding public holidays). Orders placed on weekends or holidays are processed on the next business day.
Once dispatched, you’ll receive a tracking email.
Estimated transit times (business days):
EU/UK: 6–10
USA/Canada: 5–10
Other regions: 7–15
Delivery may be affected by customs clearance, remote areas, severe weather, or carrier backlogs
How can I track my order?
You’ll receive an email with your tracking link once the order ships.
Please allow 24–48 hours for tracking to start updating. For international shipments, updates may pause during customs processing.
If there’s no update for 5 business days, contact [email protected] or contact us on WhatsApp,we’ll help check with the carrier.
Do you ship to PO Box, APO, or FPO addresses?
We can’t ship to PO Boxes or APO/FPO addresses. A physical street address and valid phone number are required.
We also don’t ship to fairs, exhibitions, hotels, campsites, temporary or incomplete addresses, or construction sites.
If you use a freight forwarder, please note we are not responsible for loss or damage after delivery to the forwarder’s address.
My order has been shipped, but I want to change the delivery address.
If your order hasn’t shipped yet, email [email protected] or contact us on WhatsApp right away and we’ll do our best to update it. After dispatch, we’re unable to change the delivery address. You may contact the carrier directly with your tracking number to request a hold or redirection (availability varies by carrier and isn’t guaranteed).
What if I missed the delivery?
If no one is available, the courier usually leaves a delivery notice or attempts redelivery. Follow the notice to reschedule or pick up at a local facility.
If the parcel is returned to sender due to missed delivery, incorrect address, or failure to collect, we can reship the order once we receive it back. Reshipping costs may apply.
What if my delivery is delayed?
Our partner couriers aim to deliver within the estimated timeframes, but delays can occur. Common causes include customs inspections, incorrect or incomplete address, severe weather, remote areas, or carrier backlogs/peak seasons.
What you can do
• Check your tracking link and any notices from the carrier.
• If there’s no scan update for 5 business days, or your parcel is past the estimated window by 3 business days, contact [email protected] or reach us on WhatsApp — we’ll help follow up with the carrier.
What happens if my shipment is lost in transit?
All shipments are covered against loss in transit. If tracking shows no movement for 10+ business days or the carrier confirms loss/theft, we will arrange a replacement or refund to your original payment method.Please report suspected loss to [email protected] or on WhatsApp within 7 days of noticing the issue so we can open a trace promptly.
Do I have to pay VAT or taxes on my shipment?
No. We ship all orders on a Delivered Duty Paid (DDP) basis. Import VAT, duties and standard customs-clearance fees are included in the price you pay at checkout. The courier will not collect any additional taxes at delivery.
Notes
Local customs may still request basic info (e.g., ID/NIF/DNI/CPF or a short confirmation) to complete clearance—this is not a fee.
Charges caused by address changes, storage due to missed delivery, redelivery, or remote-area services are carrier service fees and are not taxes; they aren’t covered by DDP.
If you ever receive a “pay on delivery” notice, please do not pay. Contact [email protected] or reach us on WhatsApp and we’ll handle it with the carrier.
Where do you ship from?
Orders ship from our Shenzhen warehouse. Processing time is 1–3 business days (Mon–Fri, excluding public holidays).
Estimated transit times (business days):
EU/UK: 6–10
USA/Canada: 5–10
Other regions: 7–15
Delivery times may be affected by customs inspections, remote areas, severe weather, or carrier backlogs. If your order is outside the above windows, contact [email protected] or message us on WhatsApp and we’ll help check with the carrier.
The tracking shows “Delivered” but I didn’t receive the package. What should I do?
First check with household members, neighbors, and your building/concierge, and look for a delivery notice. Then contact the carrier with your tracking number for GPS/door-scan proof. If you still can’t locate it, email [email protected] or message us on WhatsApp within 7 days of the delivery scan and we’ll open a trace with the carrier.
Orders & Order Status
I want to order products in bulk.
We do offer wholesale/bulk orders. Please email [email protected] or contact us on WhatsApp with:
·Models/quantities needed
·Destination country & delivery deadline
·Any branding/packaging requirements
Our team will reply within 1–2 business days with pricing and lead time.
How long does it take to process and ship my order?
Orders are processed within 1–3 business days (Mon–Fri; excluding public holidays). Orders placed on weekends/holidays are processed on the next business day.
Once shipped, you’ll receive a tracking email.
Delivery times vary by destination and carrier conditions. Customs inspections, remote areas, severe weather, or carrier backlogs may extend delivery times.
Important: Order and tracking emails can land in Spam/Junk. If you don’t see tracking within 3 business days of ordering, email [email protected]
or message us on WhatsApp and we’ll resend the details.
Order confirmation email not received.
A confirmation email is sent automatically within 10–30 minutes after checkout. If you don’t receive it:
1.Check Inbox/Spam/Junk and search for “POPwrist”
2.Make sure the email address entered at checkout is correct
3.If still missing, email [email protected] or contact us on WhatsApp with:
·Full name
·Email used for the order
·Order number (if available) / items ordered
We’ll respond within 1–2 business days to locate your order and resend the confirmation
I’ve changed my mind, but my order has already been shipped. What should I do?
I’ve changed my mind, but my order has already shipped. What should I do?
After dispatch, we’re unable to cancel, reroute, or change the order.
You can submit a return request after delivery in line with our Refund & Returns Policy. Please do not send any items back before receiving return instructions.
Contact [email protected] or reach us on WhatsApp and we’ll guide you through the return process.
Can I change the delivery address before my order ships?
If your order hasn’t shipped yet, email :[email protected] or contact us on WhatsApp immediately and we’ll do our best to update it.
Returns & Exchanges
There’s something wrong with the product I just received.
There’s something wrong with the product I just received.
We’re sorry for the trouble. Before shipping, all items pass a final quality check, but issues can still occur in transit.
Please email [email protected] or message us on WhatsApp within 7 days of delivery and include:
·Order number and email used at checkout
·A brief description of the issue
·Photos or a short video (up to 50 MB) clearly showing the problem (movement issues: video is best)
Do not return the item until you receive return instructions (RMA). Unauthorised returns may be refused.
We’ll investigate and reply within 1–2 business days with the next steps (replacement, parts, or return/refund per our policy).
I received a quartz watch or smartwatch with a dead battery. What should I do?
We test watches before dispatch, but battery failures can occasionally happen.
Quartz watches: You may take it to a local jeweler/watchmaker for a battery replacement.
Smartwatches: Please follow the manufacturer’s instructions for battery service, as some models require specific tools or procedures.
Important: Before replacing the battery, contact us first at [email protected] or on WhatsApp with a photo/video and the watch model. We’ll confirm the solution and, if approved, reimburse the reasonable local battery replacement cost upon receipt of your invoice/receipt.
If the watch shows other faults after battery replacement, let us know—further assistance or a replacement may be arranged under our warranty/returns policy.
I want to exchange my product for a different model.
We don’t offer direct exchanges for different models. If you wish to change the model, please submit a return request after delivery in line with our Refund & Returns Policy and place a new order for the desired item.
If you can’t find your order confirmation, email [email protected] or contact us on WhatsApp with:
·Full name
·Email used for the order
·Order number (if available) / item ordered
Our Support Team will reply within 1–2 business days
I received an incomplete order.
We’re sorry for the inconvenience. If any item is missing, please email [email protected] or contact us on WhatsApp with:
·Order number / email used at checkout
·A clear photo of the package and its contents
We’ll investigate and reply within 1–2 business days with the next steps.
Have you received my returned product?
Once your return is delivered to our warehouse, it will be inspected and processed. This usually takes 5–7 business days.
We’ll notify you by email once your refund or replacement has been approved. Thank you for your patience during this time.
I received the wrong order.
If you receive an incorrect item, please email [email protected] or message us on WhatsApp with:
·Order number / email used
·Photos of the product received
·Photo of the product tag/model
We’ll respond within 1–2 business days and arrange a replacement or other suitable solution.
I received my watch as a gift. Can I return it for a refund or exchange?
We do not offer direct exchanges. If the watch was purchased on our website, it can be returned within 30 days of purchase for a full refund, as long as it meets our Refund Policy conditions.
Refunds are always issued back to the original payment method used by the buyer. If your watch was purchased from another retailer, please follow that retailer’s return policy.
I want to return my order.
You may return your purchase within 30 days of receiving it if you are not satisfied. To qualify, please make sure:
·The product is unused and unworn
·It is in its original, resalable condition with tags and protective films intact
·It is in the original packaging
·For stainless steel straps, any removed links must be reinserted
If these conditions are met, contact [email protected] or reach us on WhatsApp for return instructions.
Do not ship items back without first contacting us, as unauthorised returns may be refused.
Important Notes
Website purchases only: Only items bought directly from our website can be returned. For third-party retailers, please follow their policies.
Return Shipping Costs: The customer is responsible for return shipping unless the return is due to our error (wrong/defective item).
We’re committed to providing a smooth shopping experience. If you have any questions, please contact us at [email protected] or on WhatsApp.
Warranty & Repairs — FAQs
1-Year Manufacturer Warranty Policy for Watches
All watches purchased on our website or from our authorized partners are covered by a 12-month warranty against manufacturing defects from the date of purchase (the “Warranty Period”). A valid order number/proof of purchase is required.
What’s covered
·Manufacturing defects in the movement, hands, dial, or case assembly identified after inspection by our service team.
Exclusions & limitations
The warranty does not cover:
·Damage caused by misuse, impact, drops, improper handling, or accidents.
·Wear-and-tear items: battery, crystal/glass, strap/bracelet, clasp, coatings, and cosmetic scratches.
·Damage due to alterations, unauthorized repairs, or opening the case back.
·Water damage if the watch is not marked water-resistant, or use beyond its rating (e.g., hot shower/sauna, crown not fully pushed/screwed).
·Loss or theft.
DOA/Dead-on-Arrival: If your watch arrives with a critical defect within 7 days of delivery, contact us immediately. After verification, we will replace or refund at no extra cost.
How can I get my watch repaired?
Email:[email protected] or reach us on WhatsApp and we’ll arrange a mail-in service:
·We’ll issue an RMA and shipping instructions to send your watch to our service team for inspection.
·There is no diagnostic fee. You cover shipping to us.
·After assessment (3–5 business days once received), we’ll provide a no-obligation quote that includes parts, labor, and return shipping.
·If you approve, we proceed with the repair (typical repair time: 5–10 business days, subject to parts availability).
·If you decline, we can return the watch to you at cost.
Please do not send any items before receiving an RMA and instructions; unsolicited parcels may be refused.
Why can’t I get a quote before sending my watch in?
Many issues can have multiple causes (for example, a watch running fast or slow might be magnetized or show movement wear). A quick hands-on diagnostic is needed to pinpoint the issue and the parts required. Our service team has the proper tools to perform this assessment and then provide an accurate, no-obligation quote.
How long does repair normally take?
Once your watch arrives at our service team:
Inspection/diagnostic: 3–5 business days
Repair: typically 5–10 business days (depends on parts availability)
Return shipping: transit time not included in the above
We’ll email updates at each step. If parts are on back-order or a case is complex, we’ll let you know the revised ETA.
Questions? Email [email protected] or message us on WhatsApp.
Product Care & Maintenance
How can I maintain my watch’s movement in the best possible condition?
·Avoid shocks/impacts: Drops and heavy hits can affect accuracy and components.
·Keep away from magnets: Avoid speakers, phones with strong magnets, fridge doors, or magnetic clasps—magnetization can make a watch run fast/slow. (If this happens, contact us; we can help with demagnetizing.)
·Seal care: Ensure the crown is fully pushed/screwed in before any water exposure; do not operate the crown/buttons underwater.
·Rinse & dry: After contact with sweat, salt water, or chlorine, rinse with fresh water and dry with a soft cloth.
·Routine checks: Replace the battery when low; for water-resistant models, replace gaskets every 2–3 years for optimal sealing.
·Chemicals & heat: Keep away from solvents, perfumes, and extreme temperatures.
Do you sell replacement straps?
Yes. Browse strap options on our website. If you need help matching sizes/fitment, email [email protected] or contact us on WhatsApp and we’ll recommend the right strap.
How can I charge the lume on my watch?
Expose the dial/hands to a bright light source (sunlight or strong indoor light). A few minutes of light will “charge” the lume so it glows in the dark.
Tip: Avoid prolonged high-heat sun exposure (e.g., on a car dashboard).
How should I care for my leather straps?
·Keep dry: Leather is porous—limit contact with water, sweat, detergents, cosmetics.
·After wear: Wipe gently with a dry microfiber cloth.
·Deeper clean (occasional): Dampen a cloth with water + a tiny amount of mild soap; wipe lightly, then dry with a second cloth.
·Condition: Use a leather conditioner sparingly to keep it supple.
·Rotate straps: Give leather time to breathe; avoid storing in sealed plastic when humid.
Where can I find the instruction manual for my watch?
Most models include a paper/manual card in the box. You can also find instructions on the product page under Description.
If you can’t locate your manual, email [email protected] or reach us on WhatsApp and we’ll send you the correct guide.
