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Frequently Asked Questions

General

  • What payment method can I use?

    We offer the following payment methods: Visa, MasterCard, Maestro, Bancontact & PayPal.

    We use a security standard called 3D-Secure, developed by VISA and MasterCard. All information is encrypted using SSL encryption, which prevents unauthorized access to card details. Komono does not store card numbers after the transaction has been completed.

  • Was my order successful?

    If you were directed to the “Thank You” page after submitting your order, it was successfully received. Once payment is processed, you will receive an order confirmation to the email you provided at checkout.
    Tracking information is sent the first business day after the order was placed.

  • Why might my credit card be refused?

    Your credit card might be refused for any of the following reasons:
    • The card may have expired.
    • You may have reached your credit limit. Contact your bank to check you have not exceeded the authorized purchase limit.
    • You may have entered some information incorrectly. Check you have entered all the required fields correctly.

  • I just finished my order. Can I change my order?

    Please contact Worldwide Customer Service at [email protected] or North American Customer Service at [email protected] as soon as possible in order for us to change or cancel your order.

  • How can we get in touch?

    Please check our contact page for general requests or visit our Customer Service Page for all warranty, webshop & return requests. The estimated time of response is 24 business hours.

    Our offices will be closed on December 1 & 26 and January 2.

  • I want to give my package as a gift!

    We offer free shipping and free gift wrapping service for all European orders starting from November 25th - December 31.

    Please note all holiday deliveries are guaranteed on all US and European orders if placed by December 19th.

    Thanks for shopping at www.komono.com - Enjoy!

Delivery and returns

  • How much is shipping?

    We offer Free Shipping on all watches and sunglasses!

    Please note - Local taxes and duties can occur, these costs need to be paid by the customer.

  • What is the estimated time of delivery?

    USA & Canada

    Region Est. Time
    USA 3-7 business days
    Canada 3-10 business days

    From Monday to Friday, all orders confirmed before 10 a.m. (PST) are handled during that day. You will receive a tracking number within 2 - 3 business days.

    Europe & Rest of the World

    Region Est. Arrival Time
    West-Europe 1-3 business days
    Rest of Europe 2-5 business days
    Rest of the World 2-7 business days

    From Monday to Friday, all orders confirmed before 11 a.m. (CET) are handled during that day. You will receive a tracking number within 1 - 2 business days.

  • Do you ship to my country?

    The Komono webshop with prices displayed in EUR ships to the countries below:

    Australia, Austria, Andorra, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Indonesia, Ireland, Italy, India, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Philippines, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Kingdom.

    When prices are displayed in USD then you are visiting our US webshop:
    We only ship within North America, which includes the United States and Canada.

    Please switch region in the footer in case you are visiting the US webshop but you wish to deliver your package outside North America.

  • How can I track my order?

    USA & Canada

    From Monday to Friday, orders confirmed before 10 a.m. (PST) are handled during upcoming 24 hours. You will receive a tracking confirmation email once your order has shipped.

    Europe & Rest of the World

    From Monday to Friday, orders confirmed before 11 a.m. (CET) are handled during upcoming 24 hours.

    You will receive a tracking number by the end of the business day when your order has been shipped.

  • How do I return my order?

    For orders placed on our webshop, Komono offers a simple and easy return service. Merchandise should be returned in original, unused condition within 14 days of delivery. Please click here for more information.

    International returns are subject to customs, duty, and tax fees. We are not responsible for customs, duty, and tax fees and any additional fees encountered during this process.

    Once we receive the returned goods, we will inspect and process the goods to ensure you receive what you want as quickly as possible. Your refund will be issued to original method of purchase. In the event we are unable to provide a suitable replacement, you will be notified via email and refunded.

    *Gift Cards are nonrefundable and nonreturnable.

    All Holiday returns extended until January 20th, 2017!

Warranty

  • What is the warranty policy?

    All Komono products come with a 1-year premium warranty (2 years for European customers) if purchased from our website (komono.com) or from an official Komono Stockist.

    The warranty doesn’t cover the normal deterioration, battery, strap, loss or stole. Komono won’t accept any warranty claim if the watch presents signs of an excessive or bad usage. Click here for more information about our Warranty Policy.

  • No valid warranty claim?

    Our recommendation is that you visit a local watchmaker or jewelry store so they can help you resolve the damage. In case they feel this is a valid warranty matter then please contact our support team for more information.

Watches

Product Information

  • Will Komono restock items which are 'sold out'?

    Yes, if an item is sold out you can request to receive notice when it restocks. We will restock the item as soon as possible.

  • What does 3atm mean?

    Most Komono watches are water resistant up to 3atm. This means they are suitable for everyday use (splash & rain resistant) but you should avoid direct contact with water. Water resistant doesn't mean waterproof!