FAQ
The questions we are asked most about ordering, shipping, returns, warranty and wearing your watch.
Ordering and payment
Which payment methods can I use?
Credit and debit cards (Visa, MasterCard) in a single payment or in instalments, and bank transfer / EFT. Cash on delivery is not accepted. Payment and instalment details
Are my card details safe?
Your card details are never seen or stored by us; they are transmitted securely to your bank only during collection and deleted from the system after authorisation.
When is my order processed?
Not when you place it, but when collection is made from your card. You then receive an order confirmation e-mail; nothing is dispatched without it.
Can I cancel my order?
We can cancel your order before it is dispatched. Write to us with your order number as soon as possible. After dispatch, the return process applies.
Shipping and delivery
How much is shipping?
Shipping is free on all orders within Türkiye.
When will my order arrive?
Orders are dispatched within 2 business days at the latest. Delivery takes place on weekdays between 09:00 and 18:00; couriers do not operate on public holidays.
How do I track my order?
Under “Past orders” in your account, or with the tracking number in the shipping notification e-mail. Order Tracking
My parcel arrived while I was out — what now?
A note is left telling you which branch to collect it from. Parcels not collected within 3 days are returned to us.
Why is the invoice attached to the parcel?
We are legally required to send the invoice on the parcel and to state the name and surname on it.
Returns and exchanges
How long do I have to return an item?
30 days from delivery, without giving a reason. The same period applies if the item is defective.
Who pays the return shipping?
We do. No additional charge is applied.
When will I get my money back?
Within 5 business days at the latest once your return is approved. The time it takes to appear on your card account is at your bank’s discretion. For instalment purchases, the refund is reflected over the same number of instalments.
Which items cannot be returned?
Used, damaged, uninvoiced or no longer resaleable items, and personalised products. Full return conditions
Warranty and service
How long is the warranty?
Products used in accordance with their instructions carry a 2-year warranty against manufacturing defects.
Are battery changes covered?
No. Battery changes, bracelet shortening and periodic servicing fall outside the warranty; we direct you to our authorised service centre.
How do I request service?
Write to info@serhatsaat.com with your order number, the model and a short description of the problem. Warranty & Service
The watch
Is my watch water resistant?
The water resistance rating varies by model and is stated on each product page. Watches exposed to water beyond their stated rating fall outside the warranty.
Which case size suits me?
Measure your wrist and check our suggested ranges. Watch Size Guide
Can the bracelet be shortened?
Links on steel bracelets can be removed at an authorised service centre. Do not attempt it yourself — unauthorised work voids the warranty.
Do the product images show the real watch?
Yes. The images on product detail pages show the product itself. Colours and tones may look different depending on your screen settings. Use of Artificial Intelligence
Still need help?
Reach us on weekdays between 09:00 and 18:00 at info@serhatsaat.com or +90 (212) 434 07 67.
