Returns & Exchanges

Returns & Exchanges Policy

Last updated: September 27, 2025

🔄 30-Day Hassle-Free Returns

We stand behind every timepiece we sell. If you're not completely satisfied, return it within 30 days for a full refund or exchange.

Return Window

  • 30 calendar days from the date of delivery
  • Return window starts when you receive your timepiece
  • We recommend initiating returns within 25 days to ensure processing time
  • Holiday orders may have extended return periods (check your order confirmation)

Eligible Items for Return

✅ Returnable Items

  • Unworn timepieces in original condition
  • All original packaging and materials
  • Authenticity certificates included
  • Protective films/stickers intact
  • No scratches or damage

❌ Non-Returnable Items

  • Worn or damaged timepieces
  • Items without original packaging
  • Engraved or personalized watches
  • Items damaged by misuse
  • Final sale/clearance items

How to Initiate a Return

📧 Step 1: Contact Us

Email us at returns@shiavor.com with:

  • Your order number
  • Reason for return
  • Photos of the item (if damaged)
  • Preferred resolution (refund or exchange)

Response time: Within 24 hours

📦 Step 2: Package Your Return

  • Use original SHIAVOR packaging
  • Include all accessories and documentation
  • Secure packaging to prevent damage
  • Include return authorization number (provided by us)

🚚 Step 3: Ship Your Return

  • Use a trackable shipping method
  • Ship to address provided in return authorization
  • Keep tracking information for your records
  • Insurance recommended for high-value items

Return Shipping

UK Returns

  • Free return shipping for defective items
  • Customer pays return shipping for change of mind
  • We recommend Royal Mail Special Delivery or DPD

International Returns

  • Customer responsible for return shipping costs
  • Use trackable, insured shipping method
  • Customer responsible for customs/duties on returns
  • We recommend DHL Express for international returns

Refund Process

💰 Refund Timeline

  • Inspection: 1-2 business days after we receive your return
  • Refund processing: 3-5 business days after approval
  • Bank processing: 5-10 business days (varies by bank)
  • Total time: 7-15 business days from when we receive your return

Refund Method

  • Refunds issued to original payment method
  • Credit card refunds appear as credit on your statement
  • PayPal refunds processed through PayPal
  • Original shipping costs refunded only if item was defective

Exchanges

Size/Style Exchanges

  • Subject to availability
  • Price differences may apply
  • New item shipped once we receive your return
  • Free exchange shipping for defective items

Defective Item Exchanges

  • Immediate replacement if available
  • Full refund if replacement not available
  • We cover all shipping costs
  • Expedited processing for defective items

Special Circumstances

Damaged in Transit

  • Report damage within 48 hours of delivery
  • Provide photos of packaging and item
  • We handle insurance claims with shipping carrier
  • Immediate replacement or full refund

Wrong Item Received

  • Contact us immediately
  • We provide prepaid return label
  • Correct item shipped priority
  • No cost to customer

Holiday Returns

  • Extended return period during holiday season
  • Items purchased in November-December: returns accepted until January 31st
  • Gift receipts available upon request

Warranty vs. Returns

🛡️ Understanding the Difference

  • Returns: Change of mind, sizing issues, not as expected
  • Warranty: Manufacturing defects, movement issues
  • Warranty claims handled directly with manufacturer
  • We assist with warranty claim process

Contact Information

📞 Returns Support

  • Email: returns@shiavor.com
  • Response Time: Within 24 hours
  • Phone Support: Available for complex returns
  • Live Chat: Monday-Friday, 9 AM - 6 PM GMT

Frequently Asked Questions

Can I return a watch if I've worn it once?

Unfortunately, no. For hygiene and quality reasons, we cannot accept returns of worn timepieces unless they are defective.

What if I lost the original packaging?

Original packaging is required for returns. Contact us if you've lost packaging - we may be able to provide replacement packaging for a fee.

Can I exchange for a different model?

Yes, subject to availability and price differences. The exchange process follows the same timeline as returns.

Do you offer store credit instead of refunds?

We primarily offer refunds to the original payment method. Store credit may be available in special circumstances - contact us to discuss.

✅ Our Promise to You

We want you to love your SHIAVOR timepiece. If you're not completely satisfied, we'll make it right with our hassle-free return policy.

This policy is designed to be fair to both our customers and our business. We reserve the right to refuse returns that don't meet our policy guidelines.