FAQ
Shipping
What shipping methods are available?
For international shipping, we use the EMS service. To prevent theft from mailboxes, all of our shipments require a signature upon delivery.
Which countries do you ship to?
We ship to regions where EMS delivery is available.
https://www.post.japanpost.jp/int/ems/country/all_en.html
Please note that services may be suspended without prior notice in certain countries or regions due to local circumstances such as political situations or natural disasters.
https://www.ems.post/en/global-network/ems-operators
We do not offer shipping within Japan.
For domestic delivery within Japan, please purchase through the official HºM'S" Watch Store online shop.
https://www.hms-watchstore.com/
Can I track my order?
You can check the status of your shipment using the tracking number on the EMS website of the destination country.
https://www.ems.post/en/global-network/ems-operators
Is shipping free?
We offer free worldwide shipping.
Who is responsible for customs duties and value-added tax (VAT)?
Customs duties and value-added tax (VAT for EU countries) are the responsibility of the customer and must be paid upon delivery.
Returns & Exchanges
Can I return or exchange an item?
Returns and exchanges are accepted within 14 days of receipt, provided the item is unused. The product must be returned in its original packaging. We reserve the right to refuse returns if there are any signs of wear or use.
How do I return an item?
You must contact us within 14 days of receiving your item to submit a return request. To do so, please visit our Contact page and fill out the inquiry form. Once your request has been submitted and accepted by our team, you will receive all the instructions necessary to return your order.
Returned items must be unused and in their original packaging. Please note that we reserve the right to refuse returns if the product shows any signs of wear.
How do I exchange an item?
Please contact us within 14 days of receiving your item to request an exchange. To do so, visit our Contact page and complete the inquiry form. Once your request has been submitted and accepted by our team, you will receive all the necessary instructions to return your order and proceed with the exchange.
Returned items must be unused and in their original packaging. Please note that we reserve the right to refuse exchanges if the product shows any signs of wear.
If there is a price difference as a result of the exchange, our team will contact you to settle any outstanding balance or to arrange a partial refund.
Do I have to pay any fees for returns or exchanges?
There are no fees for returns or exchanges on your order.
How long does it take to receive a refund?
Refunds are typically processed within 3–7 days after we receive the returned item. The exact timing may vary depending on the payment method.
Warranty
What does the warranty cover?
The warranty coverage and period may vary depending on the product. For details, please refer to the individual product page.
How long is the warranty valid?
The warranty period differs by brand. For details, please refer to the product page.
Price
Why is the product price different from before?
Product prices are automatically calculated from Japanese yen based on the daily exchange rate, so the amount may vary from day to day.
お問い合わせ
How can I contact you?
Please contact us via the inquiry form on our CONTACT page.
We will reply within 2 business days after confirming your request.
CONTACT →