Frequently asked questions
Should you not find your answer here, our desk is available on WhatsApp during Hong Kong office hours.
Sending and receiving
How do I send you a watch?
Pre-alert the shipment in My account, then ship it to our office in Hong Kong with your client code and the pre-alert number in the receiver line. The full steps and our address are on the Sending a watch page.
What happens when my parcel arrives?
We open it, photograph everything as a full set and check it against your pre-alert. You are notified by email on arrival, or at once if anything requires your attention.
What if something is missing or different?
It is recorded with photographs at the moment of opening, and the shipment is marked for your review in My account, so that you can take it up with the sender.
Must I pre-alert a shipment?
We ask that you do. An unannounced parcel takes longer to identify, and without a declared value it cannot be fully insured.
May I deliver or collect in person?
Certainly, at our office in Tsim Sha Tsui during office hours. Please message us beforehand so that we are prepared for you.
Inspection, service and storage
Do you inspect a watch before the seller is paid?
Yes. With purchase assistance, the watch is inspected before any payment is made to the seller.
What does a condition report contain?
Our technician’s findings on the watch, including how it is running, documented with photographs.
How quickly can a watch be inspected?
Within 48 hours of arrival. A piece that arrives in the morning can often be examined the same day; please let us know if you require it by a particular time. Please review each condition report and let us know of any discrepancy in writing within 24 hours.
Will you service my watch without asking?
Never. We assess it and provide a quotation first, and nothing is done until you approve.
Who owns my watch while you hold it?
You do. Receiving, inspecting or storing a watch never transfers ownership.
Shipping, insurance and accounts
Is my watch insured while it is with you?
Our facility is insured, and we ask that you insure each watch for its full market value, as set out in our Service Agreement. We can arrange cover at your cost on request; please always declare the real value in your pre-alert.
Can the watch travel separately from its box and papers?
Yes. Choose to ship the watch first and the box and papers later on your shipping request. Any additional cost is confirmed beforehand.
Can several watches travel in one shipment?
Yes. We consolidate pieces into one insured shipment where it is sensible to do so.
Do I need an account?
Not to ask a question. An account is needed to request a service, pre-alert shipments and follow them in My account. Signing in requires only your email; there is no password.
What do your services cost?
Rates depend on the service and your volume. They are shown in My account, and your relationship manager confirms the rate before any work begins.
When is your office open?
Monday to Friday, 10:00 to 18:00, Hong Kong time.
Still have a question?
Our desk replies during Hong Kong office hours.