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FAQ

SPECS

What kind of stainless steel are the watches made of?

The watches are made out of a multilayered 316L grade stainless steel case with CNC technology
that has excellent corrosion resistance against acids found in ocean and sweat.

What is the glass made of?

The glass protecting the dial is made out of domed sapphire crystal which is extremely scratch-resistant (only can be scratched by diamonds).

What is the movement and subdial functions?

The movement is a Seiko Japan made sweeping seconds hand VH63 quartz. The subdial features a day, date, and 24 hour indicator. They are easily adjustable with different positions of the crown. Full instructions on how to change the subdial settings are on the manual that comes with your watch.

How can I change the battery?

Any of your electronics store, local watch repair or jewelry shops can easily help you with the replacement or purchase of the battery.

Are the watches waterproof?

Our watches are water resistant up to 50 metres (5ATM).

What are the straps made of?

The leather straps are made with full grain Italian leather, the highest grade of leather, the strongest and most durable leather. Over time, full-grain leather will create a nicer texture and patina from being handled. The rubber straps are made with natural caoutchouc rubber, superior over the usual silicone rubber for being more durable and dustproof. It features a patterned design on the back of the strap to allow ample airflow through the wrist.

How do I use my watch?

Using the watch is simple, every watch will come with an instructions manual.

Are straps and clasps interchangeable?

Yes, straps and clasps are interchangeable, instructions are included in the manual that comes with every watch. Or you can view our strap guide here

How should I clean the strap?

We recommend that you use products made for cleaning leather to prevent discolor and damage to the straps.

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SHIPPING

Can you ship to my country? How long will it take to receive my order? How many business days?

We offer free worldwide shipping for all orders when buying from the Carrnegie Watches website.

When do you ship out?

Orders made with express courier made on Mondays to Fridays before 10am (GMT+1) will be shipped out on the same day. Orders made with free shipping on Mondays to Fridays before 8pm (Pacific Time) will be shipped out on the same day.

Where do you ship from?

We store our inventory in different country locations of warehouses around the globe, so the location it is from depends on efficiency and inventory. This is to ensure our delivery times to be consistent.

Where is my order?

You will receive a confirmation order email after you’ve placed an order, and you’ll receive an email with your tracking information in a second email within 24 hours during business days. You can trace your order with the link in your tracking email.

Why haven’t I received an order confirmation, did my order go through?

Please double check your spam folders/ boxes. As long as the payment went through your account, you can be assured that the order has been processed. If you didn’t receive the order confirmation email and it’s not in your spam folders/ boxes, please contact us at support@carrnegiewatches.com and we will solve your problem.

Why is my tracking number not working?

New orders may take up to 24 hours to activate from the time you receive your shipping confirmation email. If it’s been longer than that, please email us at support@carrnegiewatches.com and we will help you out with that.

Will there be additional fees for my order to arrive?

Most orders will be done with DDP (Duties & taxes prepaid), so your order will have no additional fees beyond what you have already paid on this website.

RETURNS & EXCHANGES

How can I do a return?

We offer a free return service to your door, meaning you can conveniently process return services without having to leave your home. To ensure a smooth return process, please inspect your watch before removing any protection film and before wearing it.

Any unworn products purchased directly from our website and in its original packaging and condition, with the protection film intact and in resalable condition can be refunded within 30 days from the date of delivery.  Please email us at support@carrnegiewatches.com with ‘Returns’ and your order number as the email subject, to schedule the return and receive a prepaid label.

Customer-paid shipping fees are not refundable. For returns under $50, customer is responsible for return shipping.

When do I receive the money back from my return?

Once you notify us that you would like a return, we will notify the courier within 24 hours. Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. After we have issued the refund, it will take up to 3-7 business days for the funds to be placed back on your credit card or PayPal account. The refunds are usually processed the same week we received your returned product.

Can I exchange my product?

If you are returning an item for exchange, you will need to return it for a refund under our returns policy. Once this is done, you will then need to make a new purchase for the item you want.

Can I change my order after it is completed?

If it has not been packed and shipped, you may be able to change the order. Please email us at support@carrnegiewatches.com with ‘order change’ and your order number as the email subject and we will help you from there.

WARRANTY

How can I process warranty?

We offer a 3 year warranty service to your door that covers manufacturer’s defects after the original purchase, meaning you can conveniently process warranty services without having to leave your home. Basically, if the watch parts or mechanics don’t work properly, and it’s our fault, we will repair or replace your product free of charge. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, damage resulting from abnormal use, lack of care, straps, or theft. Simply email us at support@carrnegiewatches.com with ‘Warranty’ and your order number as the email subject to process your warranty. In the email, please provide a description and image of the issue.

Damaged, defective, wrong item?

Please reach out to our Customer Support team at support@carrnegiewatches.com and they will help resolve the issue. 

QUADPAY

What is Quadpay?

QuadPay’s payment platform gives shoppers the choice to pay for their purchases via 4 simple, interest-free installments. QuadPay is a platform built for shoppers, that empowers you to buy now, pay over time and avoid interest repayments.

How does it work?

QuadPay is fully integrated with the store’s online checkout. All you need to do is choose QuadPay as your payment option when you’re ready to buy.

How do repayments work

QuadPay splits your payments over four equal installments due every two weeks. Nominate the card you want to use and automatic payments are scheduled for you.

Who can use QuadPay?

In order to have an account with QuadPay, you must:

Live in the U.S.

Be at least 18 years old

Have a valid and verifiable mobile number

Use a U.S. credit or debit card to make a purchase

Are there fees and interests?

There are no fees if you pay on time. Quadpay only charges a $7 fee on any installment that is overdue. If after 7 days the account is still past due, then a second $7 account fee is added.

What payment types are accepted?

QuadPay accepts all U.S. credit and debit cards (including American Express and Discover).

What is the checkout process like with Quadpay?

Simply select Quadpay at checkout, and either log back in or create the account and add a payment method. Our system will then look at the order and make a decision on whether or not we’re able to approve you. If approved, you’ll see a breakdown of how much is due upfront, as well as when future payments will be due and the amount due. Proceed through the rest of the process, and you will be good to go.

How do returns and refunds work?

As soon as we receive the return we will notify Quadpay, you will be refunded the amount you’ve paid to-date and QuadPay cancels all future payments.

Is there a hard credit check?

No. QuadPay never performs a hard credit check on a customer and there is no impact on a customer’s credit rating by using QuadPay.

Can I change the payment date?

Customers can request to move a payment date by contacting support@quadpay.com. Please note, it can take 24-48 hours for the update to be reflected.

If a customer does miss a payment, as long as they pay within 7 days of the payment date they won’t be charged a late fee.

Is there a limit to how much I can spend on QuadPay?

QuadPay does not approve every order. QuadPay’s automated system takes into account various factors to determine whether customers are approved and what spend limit we can provide customers with.

QuadPay will charge the customer 25% of the purchase amount at the time of the transaction. If the customer doesn't have this amount available, the order will not go through.

If a customer is a repeat purchaser and has made all prior repayments on time, there is a good chance they will receive a higher limit than somebody who is a new customer.

If a customer has multiple orders that are not fully paid off with QuadPay, it can help to pay off orders in advance. This can sometimes increase the amount the customer can spend.

QuadPay also looks at the total value of orders and can deny transactions if they exceed certain limits.

Why has my card been charged multiple times?

This is typically because the wrong zip code has been entered. When this occurs, your bank may hold the funds as pending temporarily. Importantly, in this instance, you won't be charged and this will be reversed shortly.

If the issue persists, please contact your bank in the first instance and if they confirm a charge has been made, please contact support@quadpay.com.

Where can I review my order?

You can login to the customer portal to review your order, update your payment details and make additional payments here: https://customer.quadpay.com/  

What information does QuadPay need from me?

For initial sign up we only need your date of birth, mobile number, and either a debit or credit card. After that, we only need you to enter your mobile number to make a purchase through QuadPay. QuadPay is completely secure.

OTHER QUESTIONS

What methods of payments are available?

The methods of payments available are Visa, MasterCard, American Express, Google Pay and PayPal. We also offer QuadPay for US customers, where they can pay 4 interest-free payments instead of paying all at once.

How can I be the first to know about future releases?    

Please sign up on the home page for our newsletter to receive the latest news on sales events, new product releases, and behind the scenes access.

More Questions? Talk with us in live chat or give us a call!

Click the live chat button on the bottom right corner! or give us a call at +1(888)568-1318. Hours are: Mon-Thu 8-2pm & Fri 9-1pm CET