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FAQ

Once your order is successfully submitted, we need 24 hours to process and ship your order. Kindly note that orders placed after 09:00 am (PST) are not guaranteed to be shipped the same day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.

Within 3-7 business days of placing your order, you will receive an e-mail from info@william-wallace.com, containing your package’s tracking information.

To track your package, simply use the tracking number provided on DHL company official website

In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. We will refund your products for their full value to the account originally used when making your purchase. Please note that you must return your items within 30 days of receiving them. The products must be unused and in original condition in original packaging with all protective stickers and labels intact.

Kindly observe that we do not offer a direct exchange service.

For international returns under $50 USD, the customer is responsible for return shipping.

If you have paid customs fees for the items you wish to return, please contact your local customs office for information on how to have these fees refunded.

We offer FREE returns on all orders over $50 USD!

Products purchased directly from our website must be returned to our warehouse for a return and full refund to be made.

You have the right to return all/any products you have purchased directly from our website within 30 days of receiving the item.

The product(s) must be unused – in its original packaging with protective stickers and labels intact – and still in the same new condition as when the product(s) was received.

Please contact Customer Support to schedule the return and receive a prepaid return label

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Once an order is submitted, we are unable to change the ordered products or the quantity selected.

In this situation, we suggest you contact us and cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

In order to help you further, we would really appreciate if you could provide us with the following information :

  • First and Last name,
  • Company name (if needed),
  • Street name and number,
  • Zip code and City,
  • Country,
  • Phone number and Email Address.

Please be aware that an address change will delay the delivery time. William Wallace cannot be held responsible for any delay in delivery due to an address change requested by a customer.

You may not receive an instant confirmation of the order. Order confirmation and / or tracking information will be emailed to you within the next 48 hours. Please wait 48 hours to receive order confirmation or tracking information before contacting us. In events that have been debited to your bank account, you can safely know that your order was successful. We apologize for any confusion and thank you for your patience.

The product(s) must be sent back within 30 days of receiving it. Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. Your return will be processed within a few business days after it arrives in our warehouse.

Please note that campaigns or holidays can delay the processing of your refund.

Should you have more questions regarding this, do not hesitate to contact us!

Country STANDARD (BUSINESS DAYS) EXPRESS (BUSINESS DAYS)
Australia 4-5 days
Austria 3-5 days
Canada 3-5 days
Finland 3-5 days
Estonia 3-5 days
France 3-5 days
Germany 3-5 days
Hong Kong 2-3 days
Israel 4-6 days
Italy 3-5 days
Japan 2-3 days
Latvia 3-5 days
Malaysia 3-5 days
Netherlands 3-5 days
Norway 3-5 days
Poland 3-5 days
Scotland 4-6 days
Singapore 2-3 days
Spain 3-5 days
Sweden 3-5 days
Switzerland 4-5 days
United Kongdom 3-5 days
United States 3-4 days
Rest of World 7-14 days

 

 

Algeria
Argentina
Brazil
Christmas Island
Crimea
Cuba
Heard Island
Iran, Islamic Republic
Iraq
Libya
McDonald Island
Morocco
Somalia
Sudan
Syria
Turkmenistan
Tunisia
Venezuela

 

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

William Wallace is not responsible for any discrepancies in currency conversation or values rates that your credit card or bank company may use when purchasing from our website. If you have questions concerning this, please contact your bank or credit card company.

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

William Wallace cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

Note:

  • Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a Unique Identification Number, CPF, or Tax ID.
  • Countries / regions that require an identification number include: Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.

The William Wallace Warranty does not cover:

  • Failure or damage caused by improper use or accidents (dents, crushing, knocks, broken crystal & glass, etc.)
  • Defects, Esthetical changes, and damages due to normal wear and tear
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible
  • Defects and damages due to theft, loss, fire, water, or a natural disaster

 

If purchasing from e-commerce platforms unauthorized third party vendor, there is a risk of receiving a timepiece that is counterfeit, used or defective.

William Wallace does not honor any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement, you must ensure that the authorized retailer, from where the timepiece was purchased, has appropriately filled in the warranty card.

The warranty for a William Wallace timepiece is valid for a period of twenty-four “24” months from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge. William Wallace will repair or replace any defective watch or watch-part, at no additional expense, within a reasonable time, after the product is returned. However, the customer may be subject to the costs of shipping the product.

William Wallace will not honor any warranty claims for watches purchased from an unauthorized retailer.

If you experience any damage to your watch that is considered to be covered by our warranty, you can contact our customer service team by submitting a request below to receive the further help.

Instructional videos on how to change your wristband are listed below

Instructional videos on how to change your wristband are listed below

Instructional videos on how to change your wristband are listed below

Please contact our Collaboration Department directly at collaborate@william-wallace.com

Be sure to include the following information:

  • Your first and last name
  • Country of origin
  • Telephone number
  • Email address
  • Any links to your social media pages

Your request will be processed directly by our Collaboration Department

Please submit an official request by using our contact form.

In your official request, kindly provide the following information:

  • Business Name, Full Address, and Country
  • Contact person’s first and last name
  • Telephone number
  • Email address

Be sure to include any additional information which you feel is relevant, such as which other brands are carried.

Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.
Your transaction and payment details are directly handled by Adyen, our payment service provider, with secure encryption, and under strict banking standards.
William Wallace does not receive or store any payment information. All transactions are handled directly by Adyen, our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Any questions?
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