FAQ

Frequently asked questions

Orders and shipping

How long does shipping take?
Orders are typically processed within 2-3 business days (Monday to Friday). Transit time is usually 5-12 business days depending on your location, so total delivery is typically 7-15 business days.

Do you ship internationally?
Yes, we ship worldwide. Free shipping on all orders, no minimum purchase required.

How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can also track your order on our Track Order page.

What happens if my package is lost or damaged?
Contact us immediately at support@smith-official.com. We will work with the carrier to investigate and find a solution. If the package is confirmed lost, we will send a replacement or issue a full refund.

Can I change or cancel my order after placing it?
We process orders quickly. If your order has not yet been shipped, contact us within 24 hours and we will do our best to accommodate changes. Once shipped, the order cannot be cancelled but you can return it under our return policy.

Do you charge customs or import duties?
Customs duties and import taxes are determined by your country's regulations and are the responsibility of the buyer. We are not responsible for any additional charges imposed by your local customs authority.

Returns and refunds

What is your return policy?
We offer a 30-day return policy. Items must be in their original condition, unworn, with tags and original packaging. Contact us at support@smith-official.com to start a return.

How long do refunds take?
Once we receive and inspect your return, we process your refund within 10 business days to your original payment method. Your bank may take additional time to post the refund.

Do I have to pay for return shipping?
If the item is defective or we made an error, we cover return shipping. For other returns (change of mind, wrong size), the customer covers return shipping costs.

Can I exchange a watch for a different model?
We do not do direct exchanges. Return the item under our return policy and place a new order for the model you prefer.

Products and quality

Are your watches water-resistant?
All our watches have a water resistance rating, typically 3 ATM or 5 ATM. 3 ATM means splash-proof (hand washing, rain). 5 ATM means suitable for brief submersion (shower). None of our watches are designed for swimming or diving. Check each product page for the specific rating.

What is the difference between quartz and automatic movements?
Quartz watches are battery-powered and keep very accurate time with minimal maintenance. Automatic (mechanical) watches are powered by the natural motion of your wrist. They contain intricate mechanical components and do not need batteries, but may lose 5-15 seconds per day, which is normal for mechanical timepieces.

Do your watches come with a warranty?
Yes, all Smith Watches come with a 2-year warranty covering manufacturing defects. This does not cover damage from misuse, accidents, water damage beyond the rated depth, or normal wear and tear. Contact us with your order number to make a warranty claim.

What materials are used in your watches?
Our watches use stainless steel or alloy cases, genuine leather or stainless steel straps, and mineral or sapphire crystal glass depending on the model. Specific materials are listed on each product page.

How do I care for my watch?
Avoid exposing your watch to extreme temperatures, chemicals, or magnetic fields. Clean the case with a soft cloth. For leather straps, keep them dry and avoid prolonged sun exposure. For automatic watches, if you do not wear them daily, consider a watch winder to keep the movement running.

Payments and security

What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?
Yes. Our store uses SSL encryption and is PCI DSS compliant. Your credit card number is processed directly by Shopify Payments (Stripe) and is never visible to us. We only see the last 4 digits for order reference.

Do you offer payment plans or installments?
Shop Pay offers installment options at checkout for eligible orders. This is managed by Shopify and Affirm. Availability depends on your location and order amount.

Company

Who is behind Smith Watches?
Smith Watches is operated by Kiefer Capital, a Swiss Einzelfirma registered in Unterengstringen, Switzerland. You can read more on our About Us page.

How can I contact you?
Email: support@smith-official.com
Phone: +1 (814) 648-9453
Monday to Friday: 09:00 - 17:00 CET
We aim to respond within 1 business day.