RETURNS & REFUNDS

We want you to feel confident shopping with us. Please read the policy below so you know how returns, cancellations and refunds work at our store.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, we will replace it or issue a refund.

To help us sort this quickly:

Contact us within 7 days of delivery
Email: hello@totallywatches.com
Include your order number and clear photos/video of the issue

Once verified, we will send a free replacement or issue a full refund.

Returns for Change of Mind

Because our products ship directly from our international fulfilment partners, we unfortunately cannot accept returns for:

Change of mind
Ordering the wrong item
Items not meeting personal preference

Please check all product details carefully before ordering.

Order Cancellations

Orders begin processing very quickly.

Once an order has been processed, we are unable to cancel it.
However, please contact us as soon as possible, and we’ll do our best to help if your order hasn’t yet been sent to fulfilment.

Lost or Missing Parcels

All parcels are tracked so it is unusual for them to get lost. However, if your parcel appears lost:

We will contact the shipping carrier to verify the status
If confirmed lost, we will send a replacement at no extra cost to you

Delivery Delays

Shipping times vary depending on location, carriers, and seasonal delays.

Refunds cannot be issued for delayed deliveries unless the parcel has been in transit for more than 45 business days.

Incorrect Address

We cannot refund or reship orders where an incorrect or incomplete address was provided at checkout.
Please ensure your address details are accurate before completing your purchase.

Customs, Duties & Import Taxes

Customers are responsible for understanding and paying any customs fees, import taxes, VAT, or handling charges required by their country.

These fees are not included in our product prices or shipping costs and are determined by your local customs authorities.
If a parcel is refused or returned due to unpaid customs fees, refunds cannot be issued.

Exchanges

We do not offer exchanges due to international shipping logistics.

Refunds

Once approved, refunds are issued to your original payment method.
Processing times vary by bank and payment provider but are typically 3–7 business days.