Frequently Asked Questions
We're Here to Help
Order Management
Details on order tracking, modifications, and status updates.
What should I do if I haven't received an order confirmation?
If you haven't received an order confirmation, please check your email's spam or junk folder. If it's not there, reach out to us through our Contact page for assistance. We're here to ensure you're fully informed about your order status.
How long does it take to process my order?
The processing time for your order depends on when you place it. Orders placed before noon (Central European Time) on business days are typically processed and shipped the same day. Orders placed after noon or on weekends and holidays will be processed the following business day.
Please note that for limited-edition products or custom bespoke services, the processing time may take between 7 to 14 days. In such cases, you will be notified about the extended processing time.
Can I modify or cancel my order after it has been placed?
If you need to modify or cancel your order, please contact our customer support team as soon as possible. You can do this by replying directly to your order confirmation email, visiting our Contact page for more options, or by emailing us at contact@iflwatches.com. We'll do our best to accommodate your request, depending on whether your order has already been processed and shipped.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package. You can click on the link or visit the carrier's website and enter your tracking number to get real-time updates on the status of your delivery.
What should I do if I received an incorrect or defective item?
If you received an item that doesn't match your order or if the product is defective, please reach out to our Customer Care Team as soon as possible. You can choose any preferred contact method listed on our Contact page. We are committed to resolving the issue swiftly, ensuring you receive the correct item or a replacement as per your needs.
What should I do if I encounter a problem with my order?
If you experience any issues with your order, our Customer Care Team is here to help. Please reach out to us via a preferred method on our Contact page. Provide us with your order number and a detailed description of the problem, and we will work with you to find a solution as quickly as possible.
How do I apply a discount code to my order?
During the checkout process, you'll find a field under the order summary, just before the total, where you can enter your discount code. Simply type or paste your code into this field, and the discount will be applied to your order. Should you need assistance or if the code isn't working, please reach out to our Customer Care Team via our Contact page, where you can choose your preferred contact method.
Can I place an order over the phone?
Absolutely! If you cherish the personal touch of placing an order over the phone, our Customer Care Team is eager to assist you. You can find our phone number on our Contact page. Give us a call, and we’ll guide you through the ordering process to ensure a seamless and secure shopping experience.
Payment & Pricing
Insights on payment methods, pricing queries, and taxation.
What are the international taxes, duties, etc. that I have to pay?
VAT is paid for EU and UK. However, when an order is shipped internationally, please note the following:
- Import taxes, customs duties, and/or fees may be imposed by the destination country's import laws.
- These charges are not included in the product price or shipping cost.
The buyer is responsible for:
- Obtaining information regarding their country's laws, regulations, and restrictions that may apply when purchasing our products.
- Abiding by their country's laws, regulations, and restrictions when placing an international order that ships outside of the EU and UK.
We recommend that you research and familiarize yourself with your country's import policies to avoid any unexpected charges or delays in receiving your order.
Do prices include sales tax or VAT?
When ordering from us, all sales taxes are already included in the displayed price for customers in the European Union and the United Kingdom. No additional tax is paid to us. However, if you are located outside of the EU and UK, your country may charge you tax, toll, or handling fees upon delivery.
What payment methods do you accept?
We offer a variety of payment options for your convenience:
- Major Credit Cards: Visa, Mastercard, Maestro, American Express, UnionPay
- Payment Services: Amazon Pay, Apple Pay, Google Pay
- Cryptocurrency: BitPay
Availability may vary based on your location and device. This flexibility ensures a seamless checkout process tailored to your preferences.
What should I do if my payment is declined?
If your payment is declined, please check the following:
- Ensure that you have entered your payment information correctly, including the card number, expiration date, and security code.
- Verify that your billing address matches the address associated with your payment method.
- Check if there are sufficient funds available in your account.
- Contact your bank or payment provider to ensure that there are no restrictions or holds placed on your account that may prevent the transaction from being processed.
If you continue to experience issues with your payment, please contact our Customer Care Team for further assistance through our Contact page.
Shipping & Delivery
Information on shipping policies, timelines, and international shipping.
How long does shipping take?
We offer two shipping options to accommodate your needs: Free Shipping and Express Shipping. Delivery times vary depending on your location, with estimated ranges from 1-6 business days. For a comprehensive breakdown of shipping times by region, please refer to our detailed Shipping Policy.
Please note that during busy periods, there may be slight delays outside of our control. Rest assured, we always strive to process and dispatch your order as quickly as possible.
What shipping carriers do you use?
We have partnered with two renowned international shipping carriers, DHL and FedEx, to ensure reliable and timely delivery of your order. These industry leaders offer a variety of services designed to cater to your specific requirements, ensuring a seamless and convenient shipping experience.
- Reliable and timely delivery
- Flexible shipping options
- Tailored solutions to meet your needs
- Global reach and expertise
With our trusted shipping partners, you can rest assured that your order will be handled with the utmost care. For more information on our shipping carriers and their services, please visit our comprehensive Shipping Policy page.
Do you ship internationally?
Yes, we ship worldwide. While we aim to reach as many locations as possible, there are certain countries or regions to which we cannot ship due to legal restrictions or shipping limitations. If you're unsure whether we can deliver to your area, please contact our Customer Care Team for assistance via your preferred method on our Contact page. They're ready to help clarify any shipping queries and explore solutions for your needs.
Are there any countries or regions you don't ship to?
We strive to ship to as many countries as possible. However, due to legal restrictions or other limitations, there may be some countries or regions we are unable to ship to.
If you have concerns about shipping to your location, please contact our Customer Care Team for further assistance via your preferred method on our Contact page. Our knowledgeable support representatives will be happy to clarify any shipping restrictions and help you find the best solution for your needs.
What happens if my package is lost or damaged during shipping?
In the unlikely event that your package is lost or damaged during shipping, please contact our Customer Care Team immediately via your preferred method on our Contact page. We will work with the shipping carrier to investigate the issue and, if necessary, arrange for a replacement or refund.
Our Customer Care Team is dedicated to resolving any shipping-related problems promptly and efficiently. Rest assured that we will do everything in our power to ensure your satisfaction and to minimize any inconvenience caused by lost or damaged packages.
Do I need to be present to sign for my package upon delivery?
In most cases, a signature is required upon delivery to ensure the security of your package. If you are unable to be present to sign for the delivery, you may be able to authorize the carrier to leave the package at your doorstep, depending on the carrier's policies. Alternatively, the carrier may leave a notice and attempt redelivery.
Can I change the shipping address after I've placed my order?
If you need to change the shipping address after placing your order, please contact our Customer Care Team as soon as possible via your preferred method on our Contact page. We will do our best to accommodate your request, provided that your order hasn't already been processed and shipped.
Rest assured, we will exhaust all possible options to make sure your order reaches you at your preferred destination.
Do you offer store pickup or local delivery options?
Currently, we do not offer store pickup or local delivery options. All orders are shipped from our warehouses directly to the address provided during checkout.
What is your Shipping Policy?
We invite you to review our comprehensive Shipping Policy page for detailed information on our commitment to delivering your order safely and efficiently. Our policy outlines the delivery processes, including timelines, carriers, and policies for international orders.
How can I track my shipment?
Once your order has been shipped, you will receive a shipping confirmation email containing a number and a link to track your package. You can click on the link or visit the carrier's website and get updates on the status of your delivery.
What do I do if my shipment is delayed?
If your shipment is delayed beyond the estimated delivery date, please don't hesitate to reach out to our Customer Care Team through your preferred contact method on our Contact page. We will work with the shipping carrier to investigate the delay and provide you with an updated delivery estimate.
In some cases, delays may be caused by customs clearance processes or other factors beyond our control. We appreciate your patience and understanding in these situations. Rest assured, our Customer Care Team is dedicated to keeping you informed and addressing any concerns you may have throughout the shipping process.
Returns & Refunds
Guidance on how to return or exchange products and the refund process.
What is your return policy?
We hope you adore your purchase, but if it's not quite right for you, our return policy offers a solution. You have 14 days from receipt to return items in their original condition and packaging. For all the details, including how to start your return, please see our Return & Refund Policy.
How do I initiate a return or exchange?
To initiate a return or exchange:
- Contact our Customer Care team via Contact page options.
- Provide your order number to our team.
- We will send you a prepaid return shipping label.
- Securely package your item and attach the label.
- Drop off your package at the designated carrier's location.
For a more detailed step-by-step guide, visit our Return & Refund Policy page.
Who pays for return shipping?
Understanding the importance of a hassle-free experience, we gladly cover the cost of return shipping. Once you initiate a return, we'll provide a prepaid shipping label, making the process convenient and at no extra cost to you.
How long do refunds take to process?
Most refunds are credited back to your original payment method within 7-10 business days. Please note that the exact timing can vary depending on your bank or card issuer.
Are there any items that cannot be returned?
Certain items are non-returnable unless they arrive damaged or defective. These include watches from which protective stickers/tags have been removed and items showing signs of wear or alteration. For comprehensive details and a full list of non-returnable items, please refer to our Return & Refund Policy.
Can I return a custom bespoke watch?
Due to the highly personalized nature of bespoke timepieces, we cannot offer traditional returns on these items. However, your satisfaction is our absolute priority.
If you're not completely thrilled with your bespoke watch, or if it arrives damaged or defective, please don't hesitate to reach out to our Customer Care team through the contact options on our Contact page. We'll work with you to explore potential adjustments, revisions, or other solutions to ensure you love your one-of-a-kind timepiece.
What if I'm not happy with the customization of my bespoke watch?
Our bespoke process is designed to be collaborative, with multiple opportunities for feedback and approval along the way. However, if your finished watch doesn't fully meet your expectations, here's what to do:
- Contact our Customer Care team through the contact options on our Contact page.
- Please provide details and, if possible, photos of the specific areas of concern.
- Our bespoke team will assess the situation and discuss potential solutions with you. Revisions may be possible, and any associated fees will be transparently outlined before proceeding.
Do you offer refunds on deposits for bespoke orders?
Bespoke order deposits are generally non-refundable, as they cover the initial design work and sourcing of unique materials specifically for your project. However, in exceptional circumstances, we may consider partial refunds on a case-by-case basis. Please see our Return & Refund Policy for more details, or contact our Customer Care team through the contact options on our Contact page for personalized guidance.
Warranty & Repairs
Guidance on warranty coverage and how to get products repaired.
What does the warranty cover?
Our warranty covers manufacturing defects and malfunctions that occur under normal use during the warranty period for all IFL Watches products. This includes issues with the movement, case, dial, hands, and other functional aspects of our watches. For non-watch products such as accessories and art, the warranty covers defects in materials and workmanship. However, it does not cover damages caused by accidents, misuse, unauthorized repairs, or normal wear and tear such as scratches, fading of colors, or deterioration of materials.
For more detailed information about the warranty coverage for specific products, please reach out to our Customer Care team via our Contact page. Our team will be happy to assist you with any questions or concerns you may have.
How long is the warranty period?
The warranty period for all IFL Watches products, including watches, accessories, and art, extends for 2 years from the purchase date, offering protection against manufacturing defects.
How can I claim a warranty?
To claim a warranty for your IFL Watches product, please follow these steps:
- Contact our Customer Care team via our Contact page, providing your order number, a description of the issue, and any relevant photos or videos.
- Our team will review your case and provide instructions on how to proceed with your warranty claim.
- If necessary, you may be asked to return the product to us for inspection and repair or replacement. In such cases, we will provide you with a return shipping label.
Once we receive the product and confirm the issue is covered under warranty, we will repair or replace it as needed and ship it back to you at no additional cost. Throughout the warranty claim process, our Customer Care team will be happy to assist you and answer any questions you may have.
What information do I need to provide for a warranty claim?
When submitting a warranty claim, please provide the following information to ensure a smooth and efficient process:
- Your full name and contact information (email address and phone number).
- Order number or proof of purchase.
- Description of the product issue.
- Photographs or videos that clearly show the defect, if applicable.
Having this information ready will help us assess your claim and provide the best possible assistance. For more guidance, visit our Contact page to get in touch with our Customer Care team.
Are there any costs associated with warranty repairs?
There are no costs associated with warranty repairs, as long as the issue is determined to be covered under our warranty conditions. This includes the repair itself, as well as any necessary return shipping. If the issue is not covered under warranty, we will inform you of any applicable fees before proceeding with the repair.
For more information about warranty coverage and potential costs, please contact our Customer Care team via our Contact page. Our team will be happy to assist you and answer any questions you may have.
What if my product needs repair after the warranty period?
Should your IFL Watches product require repair following the expiration of the warranty period, we're still here to support you. Please contact our dedicated Customer Care team through our Contact page, and provide us with details about the issue. While post-warranty repairs may involve a service charge, we'll ensure you receive a clear understanding of the costs and process before proceeding.
Can I extend my warranty?
At this time, we do not offer warranty extensions. We believe in the enduring quality of our products but encourage you to reach out to our Customer Care team through our Contact page for any concerns or assistance you may need at any point.
Will my repaired or replaced product come with a new warranty or an extension of the original warranty?
In the case of a warranty repair, the original warranty will continue to cover the product for the remaining duration from the date of purchase. However, the repair itself will be covered for a limited period, typically 90 days, to ensure the quality and functionality of the repair work.
If your product is replaced under warranty, the replaced item will come with a new warranty that starts from the date you receive the replacement. The duration of the new warranty will be equivalent to the original warranty period.
For specific details regarding your product's warranty coverage after repair or replacement, please contact our Customer Care team via our Contact page. They will be happy to provide you with the necessary information and address any concerns you may have.
Privacy & Security
Assurance and details on how customer data is protected and used.
How do you handle my personal information?
At IFL Watches, we treat your personal information with the utmost respect and confidentiality. We collect and use your information solely to enhance your shopping experience, process orders, and communicate with you about our products and services. For a detailed overview of our practices, including the types of information we collect, how it's used, and your rights regarding your personal data, please refer to our Privacy Policy. Should you have any specific questions or concerns, our Customer Care Team is readily available to assist you. Feel free to reach out via our Contact page for personalized support.
Is it safe to enter my payment details on your website?
Absolutely! It is completely safe to enter your payment details on our website. We take the security of your personal and financial information very seriously. Our online store is powered by Shopify, a leading e-commerce platform that adheres to strict industry standards for securing and protecting your data.
When you enter your payment details, the information is transmitted using Secure Socket Layer (SSL) encryption technology, which ensures that your data remains confidential and cannot be intercepted by unauthorized parties. Additionally, Shopify is certified Level 1 PCI DSS compliant, which means it follows the highest level of payment card industry data security standards.
We understand how important security is to you, which is why we've chosen a platform that prioritizes your peace of mind. So, go ahead and shop with confidence, knowing that your payment is processed with the utmost security. If you have any questions or need further reassurance, our Customer Care Team is here for you. Please don't hesitate to reach out to us via our Contact page.
Can I access or delete my personal information?
Absolutely! You have the right to access, correct, or delete your personal information at any time. To request access or deletion, please contact our Customer Care team via the methods listed on our Contact page. We're committed to facilitating your rights in accordance with privacy laws and regulations.
How can I update my privacy settings?
Your privacy preferences are important to us at IFL Watches. To update your settings, simply click on the cookie settings button available at the bottom of our web pages. This allows you to revisit and adjust your settings at any time, ensuring that your browsing experience aligns with your personal preferences. Should you need any assistance or have specific privacy concerns, our Customer Care Team is always on standby to help. Reach out to us via our Contact page, and we'll ensure your privacy settings are just the way you want them.
How can I opt out of email communications?
We love keeping you in the loop with our latest news and exclusive offers, but we understand if you'd prefer to receive fewer emails. To opt out of our email communications, you can simply click the "unsubscribe" link found at the bottom of each email we send. If you have any trouble with this process or prefer a more personal touch, our Customer Care Team is here to assist. Contact us directly for support, and we can help manage your communication preferences to suit your needs.
General Questions
Addressing various questions for a smooth shopping experience.
What are your Terms and Conditions?
For a comprehensive understanding of the legal agreements that guide our interactions, please review our Terms and Conditions. Should you have any questions or need clarification, our Customer Care Team is readily available to assist. Visit our Contact page to select your preferred method of communication.
Do you have a physical store I can visit?
At the moment, IFL Watches operates exclusively online. This allows us to connect with you directly and provide a personalized shopping experience, no matter where you are. While we don't have a physical store you can visit, our online store is always open, and we're here to assist you with any questions or concerns you may have. Please feel free to reach out to our Customer Care team via our Contact page for assistance.
How can I stay updated on new releases and promotions?
To stay updated on our latest releases, promotions, and exclusive offers, we recommend signing up for our newsletter. You can subscribe by visiting our homepage, contact page, or by using the sign-up form located in the footer of our website. As a thank you for joining, you'll receive a 10% discount on your first purchase. If you need any assistance with subscribing or have any questions, please reach out to our Customer Care team via our Contact page.
What does "IFL" stand for? 😉
IFL? Let's see if you can figure it out 😉 We're people who eat, sleep, and breathe watches. If that describes you also, well... you might just be an IFL-er at heart.
Oh, brace yourself for this one! IFL Watches boldly stands for "I F#$%ing Love Watches." That's right, our passion for watches isn't just deep—it's daringly deep. We’re all about that heart-skipping, pulse-racing love affair with timepieces.
But let's not stop there—because why limit ourselves? IFL stands for our adoration of the artistry, the innovation, and the meticulous craftsmanship behind every item that graces our collection, from bespoke timepieces to the accessories that accompany them, and beyond. IFL is more than just a name; it’s our roaring anthem, celebrating the unparalleled enthusiasm we share with you for the art, craft, and sheer joy of horology.
We're watch enthusiasts who love to push boundaries, challenge the status quo, and create unique, bold, and captivating designs. So, when you choose IFL Watches, you’re joining a fearless tribe that truly gets it – a community that knows there’s no better way to express our collective watch obsession. 😉 ⌚❤️
How do I contact you if my question isn’t answered here?
If your question remains unanswered, we warmly invite you to visit our Contact page. There, you’ll find various ways to get in touch with our Customer Care Team, who are ready and waiting to provide you with the answers and assistance you need. We're committed to ensuring you have all the information you need for a wonderful shopping experience with us.
Need More Help? Just Say the Word.
Your Satisfaction, Our Promise.
If you have more questions, need further assistance, or simply want to share your thoughts and stories, we warmly invite you to reach out. Visit our Contact page to choose your preferred method of communication. No query is too small, and no concern is too big – we're here, ready and eager to assist.
