Grouped by topic — ordering, payment, product, shipping, QC, reselling.
How long is the WhatsApp response time?
During Beijing daytime (US evening / Europe afternoon), we reply within 2-4 hours. On weekends, 6-12 hours. Monday morning Beijing time catches up on all weekend inquiries.
Do I need an account to order?
No account, no login, no shopping cart. Everything happens on WhatsApp. Send us your batch selection + wrist size + shipping country. We quote and take payment. That's the whole flow.
What's the minimum order size?
One watch. No minimum. For orders of 3+ we offer free shipping worldwide (see /shipping). For 10+ pieces we offer 10% discount.
Which payment method has the lowest fees?
Wise (formerly TransferWise) has ~$3-8 fees typical for orders $100-300. USDT crypto has under $1 fee (TRC-20 network). PayPal Friends & Family has no buyer fee but the sender absorbs the recipient's fee. See /how-to-order for the full comparison.
Do you accept credit cards?
No credit card processing (payment processors blacklist our category). The closest equivalent is Wise (bank-to-bank, low fees, dispute-able).
Can I pay half now, half after delivery?
For orders over $200 and repeat customers, yes — 50% before shipping, 50% after DHL tracking shows delivered. First-time buyers typically pay in full first; we'll discuss escrow options if you're ordering $500+.
How do I know which batch factory is best for the watch I want?
See /find/vsf-vs-clean-vs-ppf-factories for the factory-to-brand map. Quick version: Clean for Rolex, PPF for Patek, KV for Richard Mille, VSF for Omega/Panerai, HBB for Hublot. When you WhatsApp us the watch, we tell you which factory is currently the best available for that reference.
Can I request a specific batch or dial color?
Yes — send us the reference photo of the exact color/version you want. We check stock and confirm. If we don't have the specific dial variant, we can order it from the factory (5-7 days added to timeline).
What size options are available?
Standard sizes for each model (e.g., Rolex Submariner 41mm, ladies J12 33mm, GMT 40mm). We can also source ladies' versions of most references. WhatsApp your wrist size in inches, we'll recommend the right piece.
Do reps come with box, papers, warranty?
Standard shipment: watch + polyester pouch + generic instruction card. Optional 'presentation set' (+$25-40 depending on brand): leather-covered wooden box, unsigned warranty card blank, micro-fiber pouch. Papers/warranty are never genuine (they can't be).
How long does DHL take to my country?
See /shipping for the full delivery-time table. Quick version: US/UK 7-11 days, Germany/Netherlands 8-12 days, Australia 7-13 days, Brazil 12-17 days.
What if my package gets seized by customs?
In 25,000+ parcels our seizure rate is ~0.4%. If your package is seized, forward the customs notice on WhatsApp — we offer 50% credit toward a re-ship (industry standard risk-share).
Can you split my order into multiple packages?
Yes — if you're ordering 5+ pieces and want to reduce customs risk exposure, we split into 2-3 shipments spaced 1-2 weeks apart. Adds shipping cost but reduces seizure risk.
What if the watch has a defect?
QC video before shipping catches most defects. If a defect makes it past QC (very rare — under 1% of shipments), photograph and WhatsApp us within 7 days of delivery. We arrange DHL return pickup at our cost and re-ship correction.
Can I return if I just don't like it?
'Buyer's remorse' returns are limited — you saw the QC video and approved, so we shipped exactly what you agreed to. But if you WhatsApp us within 3 days of delivery, we can discuss trade-in credit toward a different piece (return shipping + 15% restocking fee applies).
Do you offer warranty?
6-month warranty against movement defects (movement stops working, chronograph fails to reset, quartz battery-related electronic issues). We ship replacement parts or accept the watch back for repair. Warranty doesn't cover: water damage beyond rated depth, drop damage, self-inflicted scratches.
Can I resell your watches?
Yes. Many of our repeat customers are resellers. For bulk pricing (5+ pieces), we offer 5-10% off. For 50+ pieces/month, we set up a partner arrangement. See /partnership for the reseller website option.
Can I put my own brand on the watch?
Not on the dial (dial branding is factory-set — Rolex says Rolex, Cartier says Cartier). If you want your own brand watches (as in, a new watch brand you own), that's a different category — WhatsApp us to discuss custom design manufacturing.
Are your prices negotiable?
For single-piece orders: prices are what they are. For bulk (3+), free shipping applies. For 5+, 5% off. For 10+, 10% off. We don't do haggling on single pieces because our margins are already thin at our published prices.
Do you have Instagram / TikTok?
Not currently. Our category doesn't work well on public social media (accounts get taken down within weeks of gaining traction). WhatsApp is where we operate.
How do I refer a friend?
Send them our WhatsApp number. If they order, WhatsApp us telling us their order number and we credit your account $10 toward your next order. No cap on referrals.
What's the biggest single order you've shipped?
A wholesale reseller in Miami ordered 48 pieces in one shipment in November 2024 — mix of Rolex, AP, Patek, Cartier. Package weight ~7kg, shipped via DHL Freight to a business address. Cleared customs on the third attempt (first two flagged for consolidated value; third with revised declared value structure). Not typical — bulk orders usually split into 5-10 pieces per parcel to avoid this.