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Please read the following terms carefully before placing your order. By placing an order with DLW, you confirm that you have read, understood and agreed to these terms.
1. Confirm Your Order Before Purchase
Please confirm the compatibility and suitability of all parts before placing your order, and contact us if you have any questions.
Cancellation, return, exchange or refund requests:
- Will not be accepted for items ordered incorrectly or by mistake, change of mind, or items that are no longer required.
- Will only be accepted if an item is missing, defective, or an incorrect item was sent.
2. Inspect All Parts Before Use or Installation
Please inspect all parts carefully upon receipt and report any defect, damage, incorrect item or other issues before:
- Installation is attempted.
- The part is modified or altered.
- The part is sent to a watchmaker or other third-party installer.
If the part is sent to a third party, the buyer is responsible for confirming its condition beforehand. DLW is not responsible for damage caused during onward shipping, third-party handling or installation.
Once installation or modification has been attempted, the item will no longer be eligible for replacement, refund or exchange.
3. Track Your Shipment and Contact Us if You Need Help
A tracking number will be provided within 1 to 3 business days after your order is placed. Please monitor the tracking status of your shipment regularly and contact us if you need assistance. Please contact us if:
- You have not received a tracking number within 1 to 3 business days.
- The parcel has not arrived within the usual delivery timeframe.
- You need assistance responding to a request from customs authorities.
4. Import Duties, Taxes, & Fees
Any import duties, taxes, customs charges or other fees imposed by the destination country are the responsibility of the recipient. These charges are not included in the purchase price unless stated otherwise and are not grounds for reimbursement, refund or reshipment.
5. Delayed or Lost Shipments
Shipping delays may occur due to carrier backlogs, customs inspections, strikes or other circumstances outside DLW's control. A shipment being delayed, without being officially confirmed as lost, is not grounds for reimbursement, refund or reshipment.
If your parcel is significantly delayed or you believe it may be lost, please contact us. We will assist in opening an investigation with the relevant shipping carrier once the shipment is eligible for investigation.
- DHL Express: An investigation can be requested once an unusual delay is identified and typically takes approximately 2 to 6 business days to conclude.
- Postal Service: An investigation can only be requested from the 18th business day after the mailing date and may take up to 2 months to conclude.
If the carrier officially confirms that the parcel is lost, you may choose either a full refund or a replacement shipment.
6. Prevent Returned Shipments
To prevent a shipment from being returned, the buyer is responsible for completing any actions required by the postal service, courier or customs authorities to ensure successful delivery. This includes:
- Collecting parcels awaiting collection within the specified timeframe, typically 1–2 weeks.
- Contacting the postal service or courier following unsuccessful delivery attempts.
- Providing any information or documentation requested by customs authorities.
- Paying applicable import duties, taxes or customs charges within the required timeframe.
- Providing a complete and accurate shipping address, recipient name, phone number and Tax ID, if applicable.
If a parcel is returned to DLW due to any of the above, you may choose to:
- Have the order reshipped upon payment of the actual reshipping cost; or
- Receive a refund after deducting the original shipping cost and any additional fees incurred as a direct result of the return.