Absolutely! If you've made a mistake while placing your order then be sure to contact us asap using the Contact button at the bottom of this page and we'll try to accommodate best we can.

But hurry, we only leave a 4 hour window after an order is placed before it goes into fulfillment and a shipping label is generated making it impossible for us to make edits to the order anymore. 

Why 4 hours? - We determined this would be the optimal window leaving enough time to make last minute edits if a mistake was made in placing the order while still not excessively slowing down our delivery times as we want to be able to  get you your order as fast as possible :)

We don't store your credit card information in any way and are not able to additionally charge your card or Paypal from our end for any additional items you'd like to add.

If you intended to take advantage of our Buy 2 Get 1 Free discount and forgot to add a third item then be sure to contact our support team asap to see if they are able to solve it for you and possibly add the 3rd band to the shipment from our end. Keep in mind we only leave a 4 hour window before the order goes into fulfillment after which we unfortunately can't make any edits to the shipment anymore.

Why 4 hours? - We determined this would be the optimal window leaving enough time to make last minute edits if a mistake was made in placing the order while still not excessively slowing down our delivery times as we want to be able to  get you your order as fast as possible :)

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. It is most likely an issue with your billing zip/postal code. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

If you're still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you're using the latest version of your web browser.

Please only click the “Place Order” button once to avoid multiple authorizations.

If you continue to receive error messages, please contact us using the Contact button at the bottom of this page and we'll be happy to help!

As soon as your order is placed we send out an automatic Order Confirmation email to the email address you entered during checkout.

As your order has been shipped out by our warehouse, you will receive a Shipping Confirmation email to that same email address. 

If for some reason, you did not receive an email, please check your spam folder and that you entered the correct email address without any typos during checkout. If you still can't find anything please contact us using the Contact button at the bottom of this page and we'll take a look at it for you :)

"Unfulfilled" just means that we successfully received your order and are in the process of picking, packing and shipping it out. Once your order is shipped your order status will change to "Fulfilled."

Your credit card will only be charged once.

If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the "Place Order" button once to avoid multiple authorizations.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please try using a different payment method such as Amazon Payments or Paypal. If you still can't get through and are certain your order is mistakenly marked as fraudulent then contact us using the Contact button below and we'll try our best to solve it for you.

The surface layer of leather used on all of our Caiman Seires watch bands is made using 100% real Top Grain crocodile embossed calfskin hides. 'Top Grain' refers to the upper layer of the calfskin hide. Top Grain is considered more durable and higher quality as opposed to the cheaper 'genuine', 'split', 'bonded' or even 'PU' (fake) leathers that are commonly used in cheaper bands.

The inner side of the watch band (facing your wrist) is lined with a gorgeous, extra soft and comfortable Suede calfskin leather giving the watch bands that extra touch of luxury.

The butterfly clasp and Apple Watch adapters are all made using a high grade stainless steel which comes in Gold, Silver and Black Stainless Steel finish.

Yes. Both the crocodile embossed surface leather as well as the suede lining leather are made using 100% real calfskin animal hides.

If you're having trouble learning how to use your Caiman Series butterfly clasp then not worry! We've made a simple and easy to follow video tutorial on how to use the watch band including the butterfly clasp. Click here to watch the video.

Most of our orders are shipped out during the next business day after the order was placed (in our Hong Kong warehouse's time zone). Keep in mind we leave a 4 hour window after every order is placed before it goes into fulfillment with our warehouse. This is to allow for last minute changes or order cancels.

Keep in mind, the fulfillment times vary slightly by courier and destination country and orders may take up to 72 (business) hours to fulfill after the order was received by the warehouse although the vast majority of orders are shipped considerably faster.

Please keep in mind that our warehouse staff does not pick, pack or ship out any orders during weekends or public holidays in Hong Kong.

Here's some helpful information on customs that we've gathered from government sources and announcements online: 

USA: All US orders are shipped from within the US so no customs/duties apply.

Australia: "For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay." - https://www.homeaffairs.gov.au/trav/impo/buyi 

Hong Kong: "In general, imports into HKSAR are tax-free except:

• motor vehicles for use on the road which are subject to a First Registration Tax administered by the Transport Department; and
• the four types of dutiable commodities which are subject to excise duties, irrespective of whether they are imported or locally manufactured. These goods are liquors, tobacco, hydrocarbon oil and methyl alcohol."

- https://www.customs.gov.hk/en/faqs/cargo_clearance/clearance/index.html 

*We can not guarantee that the above statements on customs thresholds in your country are accurate and/or up to date and therefore recommend you contact your local customs office for more information. Our free shipping options are sent by various shipping companies depending on where you're located and are eventually placed into your country's local postal stream (such as USPS in the US). Any customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient. If you're located in the US, AU, NZ or HK you're quite unlikely to get charged duties, however if you do get charged, we cannot be responsible for these fees in any way, as we do not receive any of this money. The funds go exclusively to your own government. The last thing we would want is for our customers to be charged extra, as this would be detrimental to our sales. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information. Shipping fees and taxes will not be refunded for packages that are refused due to VAT/duties.  

You can find all the information about the different shipping options and delivery times per country on our Shipping & Returns page.

If you have any questions don't hesitate to contact us using the Contact button on the bottom of this page!

We offer free returns with every order. This includes that we will pay for the return shipping cost as well!

There's no specific deadline before which you have to return your order, however the band has to be in "mint", "brand new", "unworn" condition so that we can restock and re-sell the bands once they've been returned back to our warehouse.

Once your watch bands have been returned, our warehouse staff will inspect them for any signs of damage or wear/tear. If they confirm they're in "brand new", "mint", "unworn" condition they will restock your order at which point we will immediately refund your order as well as notify you that your order has been successfully returned and refunded.

Does this mean if I've touched it that it's considered "worn/damaged"? - No. You absolutely may try it on (albeit carefully) and if you find that the fit is not right or for whatever reason you don't want to keep the band then simply place it back in the box the same way it came and contact our support using the Contact button at the bottom of this page and we'll be happy to process your return.

Once you notify us that you would like a return, we will process it asap, usually within one or two business days and give you instructions on how to return your order.

After you've received your return label and shipped your package back to us all we need to do is wait for it to arrive so our warehouse staff can inspect and restock the watch band(s). 

The return delivery speed varies by country and shipping option however as we use the cheaper, often un-tracked, local sipping methods to handle the return delivery this can take from a couple weeks up to a month to arrive.

Once we've received, inspected and restocked your item(s), we will immediately refund your payment right back to the same payment method you used during checkout. You will also be notified via email at the address listed on your order when the refund has been completed.

Keep in mind, depending on your payment method, it can take up to 3 business days for the funds to be placed back on your credit card or Paypal account. However usually, it's considerably faster.

No.

You may keep it if it's still in usable condition or if it's un-salvageable then you're free to dispose of it.

However if you were to receive a defective watch band be sure to contact us using the Contact button at the bottom of this page and we will send you a replacement band immediately (usually with a more expedited shipping option).

No. Our watch bands are only available from our own web store and are not available for purchase in any retail locations for the moment.

We currently do not have an official re-seller program however please email us using the Contact button below and we'd be happy to discuss it with you!