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FAQ's

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Shipping & Payment Information

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 12 am UTC+1 will not be shipped out until the next business day. If you order after 12 am UTC+1 on a Friday, your order will likely be shipped out on the following Monday.

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. ROAMER AG cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions, customs agents may delay delivery of some packages.

How are taxes and duties calculated?

ROAMER AG pricing all include local VAT, therefore all cost related to import and duties will be pre-payed by ROAMER AG. For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

Where can I find a ROAMER retailer?

ROAMER has a strong heritage and a global distribution network around the world. 
Please visit our Store Locator to find a store near you.

Where can I find a local ROAMER service center?

Thanks to our global distribution network we have official Service Center partners around the world. Please visite our Service Center page to find a partner near you.

If we do not have a local Service Center near you please contact our Swiss Head Quarters to find a solution for all your inquires. service@roamer.ch

Is it safe to order online?

In order to protect your information, ROAMER AG uses one of the most secure online ordering systems on the market, and we’re constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilize Security Socket Layer (SSL) technology; one of the most secure systems for ordering online that allows encryption of your potential sensitive information, such as your name and address and critical personal information such as credit card information. Your information will be encrypted from the moment you enter it, and your personal information will not be saved on a public server. That means that information passed between you and our website cannot be read in the event someone else intercepts it. The SSL technology provides authentication that assures your browser that your data is being sent to the correct secure computer server; encryption that encodes all data, so only the secure server is able to read it; and data integrity that checks that the transferred data has not been altered.

Order Information & Concerns

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Why was my order cancelled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account or Stripe account. If you are facing further issues during payment please contact our After Sales Service

 

Watch Specs & Warranty

What type of movement is used?

Depending on the product the movement may vary, Please visite our manual page or contact our After Sales team directly to find our your specific movement type.

Are ROAMER watches waterproof?

All watches produce by ROAMER AG are produced and built to last. Therefore we subject each watch to various quality control tests, and the Water pressure test is a crucial part of this process. However, each product has its own water resistance, which is indicated on the case back or in the user manual. 

What type of leather is used?

Our leather straps are made of genuine leather. 

What is the glass made of?

The glass we use are made out of Anti-Reflective Sapphire Glass.

Is there a warranty?

ROAMER has a limited warranty that covers manufacturer’s defects for two years after the original purchase date from an authorized dealer. Basically, if the watch parts or mechanics don’t work properly, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests, so please keep your receipt. If you’ve purchased from our site, the order number will suffice; otherwise if you purchased via another authorized seller or retail location, you will need to contact them directly as they handle their own warranty claims, returns and exchanges.

How do I replace my battery?

All of our watch batteries can be found at any electronic store, as well as most watch repair or jewelry shops. Any watch repair shop or Jeweler should be able to assist you with the battery replacement. We don’t suggest replacing the battery on your own, as it requires some special tools and you could damage the watch.

Is the Bracelet included under warranty?

ROAMER warrants that the bracelets will be free from manufacturing defects (in material or workmanship) for a period of 2 years from the date of purchase. We must be notified if the product arrives damaged upon delivery. The warranty does not cover any normal wear and tear, scratches, or lost/stolen items. Bracelets must be used and maintained appropriately. Any abuse or misuse of bracelets will void the warranty.

Other Information

How do I become a ROAMER AG reseller? Do you have any authorized resellers?

While we appreciate that you want to be a reseller of ROAMER AG, we do not currently have any reseller or wholesale program. Please email us at info@roamer.ch and we will do our utmost best to get back to you within a timely matter!

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