Frequently asked questions
Reply time: within 24 business hoursLast updated: April 21, 2026
Find answers to the most common questions on Chic Time: orders, payment, shipping, authenticity, returns, warranty and customer account. If your question isn't listed, our team answers every email within 24 business hours.
1Order & payment
How do I place an order on Chic Time?
Select your items, add them to the cart, then check out by entering your address and payment method. A confirmation email is sent immediately. The entire checkout is protected by TLS 1.3 encryption.
Which payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express), wallets (Apple Pay, Google Pay), PayPal and Klarna deferred payment (subject to conditions). Processing is handled by Stripe and PayPal, PCI-DSS Level 1 certified providers - no banking data is stored on our servers.
Can I modify or cancel my order after confirmation?
Orders are prepared within 1 to 2 business days. Email us as soon as possible at contact@chic-time.com with your order number: as long as the parcel has not shipped, we can update the address, cancel, or adjust items.
I didn't receive a confirmation email - is my order registered?
First check your spam and promotions folders. If the email still doesn't appear, log in to your customer account: all your orders are listed there. If in doubt, contact us with your order email address and we'll check right away.
2Shipping
What are the shipping lead times?
Orders are prepared within 1 to 2 business days, then shipped via Colissimo, DHL or Chronopost with insurance and tracking. Expect 2 to 4 business days for mainland France and 3 to 6 days for Belgium, Switzerland, Luxembourg and Germany. Full detail on the Shipping page.
Do you ship abroad?
Yes: mainland France, Belgium, Luxembourg, Switzerland, Monaco and Germany. Rates and lead times by destination are displayed transparently at checkout before validation.
Is shipping free?
Free shipping in mainland France from €69 of purchase. Below this threshold, shipping fees are calculated based on weight and destination, and shown at checkout before validation.
How can I track my order?
As soon as your order ships, you receive an email with the carrier tracking number. Tracking is also available at any time from your customer account, in the My orders section.
3Authenticity & quality
Are the watches 100% authentic?
Yes, without exception. Each watch is brand-new, unworn, and comes with its original documents (certificate, instructions, packaging). We commit to fully refunding any product that would prove not to be authentic - lifetime guarantee, administrative fees included.
Where do your watches come from?
From European wholesalers specialized in watchmaking, in direct or authorized relationship with the brands. These are mostly end-of-series items, past collections and distributor stocks - which explains the prices below retail boutiques, without any compromise on quality.
Can I verify the authenticity of a watch I received?
Each watch is delivered with its serial number, certificate and original instructions. You can contact the brand's customer service with the serial number for confirmation. If any doubt remains, email us - we provide all purchase evidence from our distributors.
Are the watches really brand-new?
Yes. All our watches are brand-new, sealed, never worn, delivered in their original packaging with retail plastic protections. We do not sell used or refurbished watches.
4Returns & withdrawal
What is the withdrawal period?
You have 14 calendar days from receipt to change your mind, without having to justify any reason, in accordance with European Directive 2011/83/EU. To exercise this right, notify us by email at contact@chic-time.com before the end of the period.
In what condition should I return the watch?
The watch must be returned unworn, in its complete original packaging, with all accessories and documents (certificate, instructions, invoice, protections). A worn, scratched or incomplete watch cannot be accepted under the withdrawal right.
Are return shipping costs free?
Return shipping is borne by the customer for a simple withdrawal. However, if the product is defective, non-compliant or there was a shipping error, we cover everything. Detailed procedure on the Returns page.
When will I be refunded?
The refund is issued within a maximum of 14 days from receipt and inspection of the returned parcel. It is made via the same payment method used for the order, unless otherwise agreed. A confirmation email is sent as soon as the refund is issued.
5Warranty & after-sales
How long is the warranty?
Each watch comes with a 2-year manufacturer warranty covering manufacturing defects, parts and labour, in addition to the legal warranty of conformity and the warranty against hidden defects. Full detail on the Warranty page.
What should I do if my watch is defective?
Contact us at contact@chic-time.com describing the issue, with a photo or video if possible. We reply within 24 business hours with next steps: repair, exchange or refund as appropriate, at no cost to you.
Does the warranty cover the battery and wear?
The manufacturer warranty covers manufacturing defects. Normal wear (battery drained after several months, scratches from wearing, strap wear) is not covered. For battery replacement, we recommend a certified watchmaker to preserve water-resistance.
How do I activate the warranty?
The warranty activates automatically on delivery - no action required. Simply keep your Chic Time purchase invoice and the brand's original certificate: these are the documents that attest the warranty start date.
6Customer account
Do I need to create an account to order?
It's not required: you can check out as a guest. Creating an account however lets you retrieve your orders, track shipments, save your addresses and speed up future purchases.
I forgot my password, what should I do?
On the login page, click Forgot password and enter the email address linked to your account. A reset link is sent within a few minutes. If the email doesn't arrive, check your spam folder, or email us.
How do I update my personal information?
Log in to your account, My information section: you can update your address, email and password. For account deletion or GDPR requests (access, erasure, portability), email contact@chic-time.com.
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