Welcome to the Chrono18 Help Center. Here you'll find answers to common questions about ordering authentic watches online, secure payments, worldwide shipping, warranty coverage, and returns.
If you need further assistance, our Customer Support team is here to help.

Payment & Pricing

What payment methods do you accept?
Chrono18 offers secure online checkout through Shopify. Available payment methods may include major credit and debit cards and supported digital wallets. The payment options available for your location will be displayed at checkout.

Is it safe to make payments on Chrono18?
Yes. Our Shopify-powered checkout uses secure, encrypted connections to help protect your payment information. We take payment security and customer privacy seriously so you can shop with confidence.

Do you charge sales tax at checkout?
No. Chrono18 does not charge sales tax at checkout. However, international shipments may be subject to import duties, VAT, customs clearance fees, or other taxes imposed by the destination country. These charges are separate from your Chrono18 order and may be payable upon import.

What currency will I be charged in?
Product prices are displayed in the currency selected or supported by our store. Your final order amount and checkout currency will be shown before payment. Your bank or card issuer may apply currency conversion charges or international transaction fees.

How do I use a promotional discount code?
Enter your valid promotional code in the discount code field during checkout and select Apply. The discount will appear in your order summary if the code is eligible. Promotional codes may have expiration dates, minimum purchase requirements, or product exclusions.

Can I combine multiple discounts or promotional offers?
Discount combinations depend on the terms of each promotion. Some discount codes can be combined, while others cannot. Any eligible savings will be calculated at checkout. Promotions cannot be applied retroactively unless expressly stated.

Do you offer gift cards?
Chrono18 gift cards are available only when offered on our website. If you have a valid Chrono18 gift card, enter its code at checkout to apply the available balance toward an eligible purchase.

Do you offer a price-match guarantee?
We work to offer competitive prices on authentic watches. However, Chrono18 does not offer a formal price-match guarantee. The price confirmed at checkout applies to your order, and subsequent price changes do not automatically qualify for adjustments.

Why are your prices different from those on other websites or marketplaces?
Watch prices may vary between retailers and sales channels because of promotions, currencies, operating costs, sourcing arrangements, and available inventory. Chrono18 sets its own retail prices independently. Please review the final checkout total before completing your purchase.

Do you offer installment payments?
Installment or buy-now-pay-later options may be available depending on your country, payment provider, and order eligibility. If supported, these options will appear during checkout. Any financing agreement is subject to the payment provider's terms.

Order Inquiries

How do I know if my order has been confirmed?
After successfully placing an order, you should receive an automated confirmation email containing your order number and purchase details. Please check your inbox and spam folder. If you cannot find the email, contact Customer Support for assistance.

How long does it take to process my order?
We aim to process and dispatch orders within 1–3 business days after payment confirmation, excluding weekends and public holidays. Processing may take longer during busy periods, for special orders, or when additional payment verification is required.

Can I change my order after placing it?
Once an order has been placed, the order cannot be modified.

Can I cancel my order?
Please contact us as soon as possible if you wish to cancel. Orders that have not entered the final shipping process may be eligible for cancellation. Once dispatched, orders cannot be canceled.

How can I check my order status?
You can check your order using the order-status link provided in your confirmation email, where available. Once your watch has been shipped, we will send a shipping notification containing the available tracking information.

Why was my order shipped in separate packages?
Orders containing multiple items may occasionally be shipped separately due to product availability or fulfillment arrangements. If your order is split into multiple shipments, you will receive tracking information for each package when available.

Why is my order on hold for payment verification?
For customer protection, certain orders may require additional verification before shipment. This can occur when billing information needs confirmation or a transaction is flagged for review. We will contact you if further information is required. We will never ask for your account password or full payment card details by email.

Are all watches sold by Chrono18 authentic?
Yes. Chrono18 is committed to selling 100% genuine and authentic watches. Our watches are supplied brand new with their original boxes and accompanying documentation. Product specifications, model references, and warranty information are provided to help you purchase confidently.

Will I receive an invoice and warranty documentation?
Your order confirmation serves as an electronic purchase record, and an invoice can be requested if needed. Watches include their applicable original documentation. Manufacturer warranty coverage varies by brand, model, and region; please check the product listing for the specific warranty provided.

Shipping Inquiries

Where does Chrono18 ship?
Chrono18 serves customers in Hong Kong and internationally, including major markets such as the United States and Canada. Available shipping destinations are determined at checkout. Delivery may be unavailable to certain countries or restricted locations.

Do you offer free shipping?
Yes. Chrono18 offers free standard shipping to supported destinations worldwide. Additional charges may apply if optional expedited services are requested and available. Any applicable shipping charge will be disclosed before you complete your order.

Which shipping carriers do you use?
We use established international and local courier services selected according to the destination, parcel value, and service availability. The carrier and tracking information will be provided once your order has been dispatched.

How long does delivery take within Hong Kong?
Standard Hong Kong delivery is typically estimated at 1–3 business days after dispatch. This estimate excludes order processing time, weekends, public holidays, and unexpected courier delays.

How long does international shipping take?
International deliveries are typically estimated at 7–15 business days after dispatch from the port bound for the destination country, depending on the destination and courier service. Up to 21 additional business days may usually be expected for international delivery. Customs inspections, import procedures, severe weather, and other circumstances beyond our control may extend delivery times.

Can I request expedited or express shipping?
Express shipping may be arranged for selected destinations, depending on courier availability. If express shipping is available, you will be able to select the option for an additional express shipping cost prior to checkout.

Is a signature or identification required upon delivery?
For security reasons, certain shipments may require a signature or identity verification. Please ensure someone is available to receive your package. Delivery to P.O. boxes or other nonstandard addresses may be restricted by the carrier.

Are watch shipments insured?
We use tracked shipping services and take reasonable precautions when transporting valuable timepieces. Transit insurance availability and coverage depend on the selected shipping service. Please contact us before ordering if you require confirmation of specific insurance arrangements.

Will I need to pay import duties or customs fees?
Although Chrono18 does not charge tax at checkout, international orders may incur customs duties, import taxes, VAT, or customs processing fees. Unless explicitly stated otherwise, these charges are the recipient's responsibility and are determined by the destination country's authorities.

Why is my tracking number not updating?
Tracking information may take 24–48 hours after dispatch to appear or update in the carrier's system. International tracking may also pause during customs clearance or transfers between logistics providers. If there is no meaningful movement beyond the expected delivery period, please contact us.

What should I do if my package is lost?
If your package is missing or significantly overdue, contact Customer Support with your order number and tracking details. We will investigate with the carrier and work toward an appropriate resolution, including a replacement or refund where applicable.

What should I do if my package arrives damaged?
Please photograph the external packaging, shipping label, and damaged item. Contact Customer Support as soon as possible with your order number and supporting photographs. We will review the issue and assist with the appropriate claim or replacement procedure.

Returns, Exchanges & Replacements

What is your return policy?
Chrono18 offers a 14-day money-back guarantee on eligible purchases. If you are not satisfied with your watch, please contact us within 14 calendar days of receiving your order to request a return. Returns must meet the conditions outlined in our Return Policy.

What conditions must a watch meet to qualify for a return?
For a change-of-mind return, the watch must be:
⦁    Unworn, unused, and in its original condition.
⦁    Free from scratches, damage, or signs of alteration.
⦁    Returned with its original box, documentation, warranty materials, tags, and accessories.
⦁    Accompanied by all original bracelet links, where applicable.
⦁    Returned with all serial numbers and security labels intact and unaltered.

These conditions do not limit your statutory rights concerning faulty or misdescribed goods.

How do I request a return?
Please contact Customer Support with your order number, reason for return, and relevant photographs. Our team will review your request and provide return instructions and the applicable return address.

Please do not send products back without first contacting us.

Can I return a watch that has been worn or modified?
Watches that have been worn, scratched, engraved, modified, or altered after delivery generally cannot be returned for a change of mind. The same may apply to watches with missing components or removed security labels. This does not affect applicable consumer rights for defective or incorrectly described products.

Who pays for return shipping?
Customers are responsible for their own return shipping, regardless of return reason.

Customers must use traceable shipping service and suitable transit insurance when returning a watch.

Do you charge a restocking fee?
Chrono18 does not charge a restocking fee for eligible returns that satisfy our return conditions. Chrono18 reserves the right to charge restocking fees based on the condition of returned products. Any other applicable return-related charges will be disclosed in our Return Policy and handled in accordance with applicable consumer protection laws.

How long does it take to receive my refund?
Once your returned watch has been received and inspected, we aim to process approved refunds within 5 business days. Depending on your bank or payment provider, it may take up to 10 additional business days for the funds to appear in your account.

How will my refund be issued?
Refunds are issued to the original payment method used for the purchase.

What if I receive the wrong watch or a defective product?
Please contact Customer Support with your order number, a description of the issue, and photographs or a short video. Once the problem has been assessed, we will arrange an appropriate remedy, such as a replacement, repair, or refund, depending on the circumstances and your applicable legal rights.

Do your watches come with a manufacturer warranty?
Warranty coverage depends on the brand, model, and supplying market. Some watches may include manufacturer warranty documentation, while others may have different warranty arrangements. Please refer to the product description and supplied warranty terms for the coverage that applies.

If your watch develops a problem, contact Customer Support before arranging repairs. Unauthorized repairs or modifications may affect applicable warranty coverage.

What if I have concerns about my watch's authenticity?
We take authenticity concerns seriously. Every watch sold by Chrono18 is represented as genuine.

Contact Us

How can I contact Chrono18 Customer Support?
For assistance with orders, shipping, product information, returns, or warranty inquiries, please use the contact form on our Contact Us page or the customer-service email address displayed there.

To help us respond efficiently, please include your order number and a brief explanation of your inquiry.

How quickly will Customer Support respond?
We aim to respond to customer inquiries within 1–2 business days, excluding weekends and public holidays. Complex cases, including international delivery investigations and warranty assessments, may require additional time.

Thank you for choosing Chrono18. We appreciate your trust and look forward to helping you find your next timepiece.