FAQs

General

Can I change my strap?
The straps from The Timekeeper are interchangeable, however we do not currently offer individual bands for sale. We are working through the logistics to offer individuals bands for sale in the future. We will keep our community updated.
    How can I care for my leather strap?
    Our leather straps are made using a premium soft leather from Italy. No pigments are used to hide leather defects and in some cases, some scratches and marks will be visible on the leathers as a result of the natural process. This is normal and is not to be seen as a defect. Overtime the leather will develop an inherent, natural patina that will improve with age as it shapes itself to your life.
    To preserve your strap, we recommend:
  • Using a leather care balm to nourish and cleanse the strap material
  • For steel mesh straps, we suggest using warm soapy water to clean the strap.
  • Avoid allowing the leather strap to come into contact with water, moisture, oils, perfumes or cosmetics as this will significantly deteriorate the lifespan of the item.
  • Avoid over-exposure to extreme heat or direct lighting.
  • Storing it in its box in a cool place when not in use.
    • Are the watches waterproof/water resistant?
      Our watches are water resistant 5ATM which means they can only be subjected to light splashes/moisture. Exposure to high humidity and light rain showers is acceptable. Avoid wearing the watch whilst showering, swimming, diving or during any other activity where it may be subject to abnormal water pressures or environments where heat and moisture are present. We wouldn’t recommend getting it wet at all, as this will significantly shorten the lifespan of the bands.

      ATM is a measure of static pressure that the watch is able to withstand – please be aware this does not directly translate to water resistance at a certain depth (i.e., 5 metres) below sea level. ATM water resistance is a measure of resistance to pressure (i.e., how well the watch is sealed) and does not take into account the presence of moisture of water nor the activity or environment which the watch is being used in, each of these having the ability to affect and exceed the rated ATM value.
          Do you have any stockists that I can visit to try a product on?
          The Timekeeper does not have a physical store and we do not offer our products in stockists. To maintain the integrity and transparency of our social vision and impact, we exclusively sell our products online.
            Are you open to collaborations?
            The Timekeeper are happy to hear about any potential collaborations. All enquiries can be sent via email to info@thetimekeeper.co.

              Orders & Payment

              Was my order successful?
              Once we have received your order we will send a confirmation to your email address. Save this email in order to facilitate any contact with customer service. The order confirmation (receipt) also serves as a guarantee of proof of purchase
                Can I change or cancel my order?
                Please contact us at info@thetimekeeper.co if you would like to cancel your order. This must be done within 1 hour of placing the order. Any orders within the 1 hour window that have not yet been dispatched we shall endeavour to cancel and refund. Cancellation is not valid until the customer has confirmed with The Timekeeper by email and this email has been acknowledged by The Timekeeper.
                  What payments do you accept?
                  Our standard payment types available in all countries are American Express, Visa, MasterCard, Paypal and Apple Pay.
                    How do I change the currency?
                    Before placing your order, check that the correct country and currency is displayed in the top right hand corner of the page. If incorrect, select the correct option from the drop down menu.

                      Shipping (Free Local & International)

                      When can I expect my order to arrive?
                      We strive to process all orders within two working days of ordering from our Melbourne studio using Australia Post. Please note that during peak dispatch times delivery timeframes may be extended. Once sent, orders within Australia should arrive within 2 – 7 business days depending on your location (please allow longer for Western Australia). As a guide, we allow 7 – 14 business days for international orders.
                        Do you ship internationally?
                        The countries that qualify for International postage will be sent using Australia Post’s Express Courier International services. International shipping is free. Please note all international addresses must be entered in English.
                          Can I pick up my order, or drop in my exchange/warranty claim from your studio?
                          Unfortunately we don’t offer a pick up service, regardless of whether you live locally.
                            I need to change the address my order is being shipped to.
                            Please email us immediately at info@thetimekeeper.co with the subject title “CHANGE OF ADDRESS”. Please provide your invoice number and the new address. We will do our best to make the amendments before your order is dispatched.
                              Can I have my order shipped to a PO Box?
                              Due to the value of our products we require all deliveries to be signed for upon receipt and we are unable to deliver to PO Boxes.

                                Exchange & Returns

                                What is your returns policy?
                                The Timekeeper will refund any item with a proof of purchase returned within 14 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it and in the original packaging (with tags and security seals in place). 
                                Note: To complete your return, we require a receipt or proof of purchase.
                                    How does the refund process work?
                                    Refunds will be issued by original method of payment to the value of the item printed on the receipt/order confirmation. Original shipping and handling charges are non-refundable unless the item is faulty.
                                    To initiate a return, please follow these four steps:
                                    Step 1: Email info@thetimekeeper.co with your full name, order number and state the reason for your refund.
                                    Step 2: Carefully package your unused item(s), as sold, with all original packaging including tags and labels. Ship your return back to our studio in Melbourne, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We advise using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
                                    Step 3: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
                                    Step 4: If you are approved, The Timekeeper will aim to refund the value of your item (via the original form of payment) within 7 days of receiving and accepting the returned item. You will be notified by email once the transaction has taken place.
                                      How can I exchange an item?
                                      We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thetimekeeper.co with the subject title “ITEM EXCHANGE”.

                                        Warranty

                                        How do I make a warranty claim on my watch?
                                        We have sourced the finest quality parts and believe so highly in our quality that every timepiece comes with a two-year warranty against defects in materials and workmanship. This means that if the materials in your watch aren’t right or if the watch isn’t put together correctly, we’ll repair or replace it. The warranty does not cover the glass, band and general wear and tear. Consumers may register their warranty by signing up to The Timekeeper community on our website.

                                        If you believe you have a warranty claim, please contact us at info@thetimekeeper.co with the subject title "WARRANTY CLAIM" and include your order number, photos of the suspected fault and a brief description of the claim. We will repair or replace your watch at our discretion. Please note returns are only accepted for items purchased directly from The Timekeeper website.

                                        Warranty claims require a proof of purchase, including watches that have been gifted. Once we have received your claim, if covered component provides to be defective in material or craftsmapship under normal use, it will be repaired or the watch will be replaced free of repair charges. You will be notified via email from us, and your working watch will be sent out via standard post. We aim to process your claim within 7 days or receiving it.
                                              How long is the warranty period?
                                              We stand by the products we make and believe our watches are made to stand the test of time. This is why we offer a two-year warranty to cover your watch from the date of purchase.
                                                What is covered by warranty?
                                                The international warranty covers any manufacturing or material defects. Please return your confirmation email as proof of purchase. In the event that a product is returned and adheres to this warranty a repair will be carried out or replacement product will be issues. If no replacement is available, the customer may choose a product of the same value as their replacement but no cash refund will be made after 14 days of purchase.
                                                The warranty during the warranty period does cover:
                                              • The watch movement, watch hands and dial are the only components covered under this warranty.
                                              • This means that if the materials in your watch aren’t right or if the watch isn’t put together correctly, we’ll repair or replace it.
                                              • The warranty does not cover:
                                              • Damages, and/or malfunctioning of the watch after the terms of warranty.
                                              • Damages, and/or malfunctioning of the watch, caused by unauthorised persons or its representatives. The warranty will be voided in the case a third party performed repair works or other works on the watch without contacting The Timekeeper and obtaining approval.
                                              • Damages to crystal, crown, strap or buckle.
                                              • Battery for quartz watches.
                                              • Postage, insurance and other non-repair expenses are excluded from warranty.
                                              • Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.
                                              • Defects of internal or external components due to contact with water or moisture. Our watches are 5ATM which means they can only be subjected to light splashes/moisture. We would advise against wearing the watch during activities such as showering, swimming and running which the watch can be exposed to more than minor splashes.
                                                • Instructions

                                                  Setting The Time
                                                  1. Pull the watch crown outwards until it clicks
                                                  2. Rotate the crown to set to the desired time.
                                                  3. Once set, push the crown back to its original position.
                                                  Adjusting The Clasp*
                                                  1. Insert the strap tool into the clasp gap.
                                                  2. Gently pull down until flat to release the full clasp movement.
                                                  3. Adjust to suit the size of the wrist until comfortable, and push the clasp back down until it clicks.
                                                  Note: Please ensure the clasp is securely fastened to its original position before wearing.
                                                  *Required for steel mesh bands only
                                                    Changing A Strap
                                                    1. Push the spring bar function and pull off the strap to detach. Repeat on the other side.
                                                    2. Attach the strap as required.
                                                    3. Before use, move the strap back and forth to ensure the pin is securely fastened into the lug.

                                                     

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