Customer FAQs
This FAQ explains service steps, QC, shipping, and after-sales rules.
Answers follow our policy scope and proof requirements.
Company and Service Basics
Who are you?
Brand name is fakewatches. Registered company is fakewatches Trading Ltd.
Founded in 2015. Registered address is Shenzhen, China.
What is your service style?
Our style is professional, calm, and policy-based.
We avoid hype, pressure, and misleading comparisons.
How fast do you respond?
General questions are usually answered within one hour.
After-sales cases get a solution within 1–3 business days.
Which support channels do you offer?
We support buyers via email, WhatsApp, and website live chat.
- Email fits long messages and after-sales records.
- WhatsApp fits quick updates and simple questions.
- Live chat fits browsing and pre-sales guidance.
Order Flow and QC
What is the order flow?
We follow payment confirmation, preparation, QC, then shipment.
Tracking is provided after shipment.
Do you provide QC photos and videos?
Yes. We provide multi-angle real photos and videos when applicable.
QC is a core step in every order.
Do you ship before I confirm QC?
No. Shipment starts after you confirm the QC media.
This supports “what you see is what you receive”.
Do you use renders or edited images?
No. We do not use renders or edited images.
QC media is based on real items prepared for shipping.
What information do you disclose about versions?
We disclose factory source, movement type, and upgrade notes.
We also disclose known limits when they exist.
Shipping, Delivery, and Customs
Which shipping methods are available?
We use express couriers, tax-inclusive lines, and postal routes.
- Express: DHL, FedEx, or UPS.
- Tax-inclusive lines: stable customs handling for key regions.
- Postal routes: slower, lower-cost options.
How long does delivery usually take?
Express delivery is usually 5–10 business days.
Tax-inclusive lines are usually 7–15 business days.
- Remote areas may add 3–7 days.
- Customs is usually 1–3 days, longer in peak periods.
What happens if customs clearance fails?
If clearance fails, we take full responsibility.
You can choose a free reshipment or a full refund.
Do I need to pay extra customs tax?
Tax-inclusive lines include taxes in the shipping fee.
In most cases, you do not pay extra duties.
What if my package is seized or cannot be released?
We handle seizure or release failure as our responsibility.
You can choose reshipment or a full refund.
Returns and Refunds
What is your 14-day return policy?
You can return within 14 days from delivery, for any reason.
Please contact support first for the return process.
What cases qualify for returns within 30 days?
30-day returns apply to specific verified cases.
- Non-human functional faults.
- Wrong model, color, or configuration sent.
- Missing accessories or shipping damage.
What proof is required for a return or refund?
We require high-resolution photos and issue videos when needed.
For missing items or empty box, a full unboxing video is required.
Who pays return shipping?
If it is our responsibility, we cover round-trip shipping.
If it is your reason, you pay return shipping.
What happens after I submit a return request?
Support reviews the case and provides a return address after approval.
After warehouse inspection, the refund is completed by email notice.
Warranty and Maintenance
Do you offer a warranty?
Yes. We provide a two-year warranty for covered faults.
Coverage focuses on mechanical structure and movement issues.
Do you offer long-term support?
Yes. We provide lifetime maintenance support.
Maintenance includes care services with reasonable pricing support.