FAQ
OUR PRODUCTS
HOW ARE YOUR TIMEPIECES SO AFFORDABLE?
Aesthetics, luxury, and quality are often overlooked in a world obsessed with expensive prices. You pay for a tiny logo from a well-known brand, yet the quality remains the same as any other watch. At Alxum, we provide beautiful designs with the best quality at an affordable price.
MY ORDER
MY WATCH DOESN'T WORK, WHAT CAN I DO?
All products are checked thoroughly before shipping. If you spot a malfunction in your automatic self-winding or a mechanical watch, please follow the steps in order to use your watch properly or follow our user guide below.
THE ITEM I WANT IS OUT OF STOCK, WHAT SHOULD I DO?
We try to have as full an inventory as possible, but sometimes one of our products becomes out of stock. Send an email to info@alxum.com and we'll get you one as soon as we can!
HOW DO I CHANGE OR CANCEL MY ORDER?
Once an order is placed, we will not be able to cancel or change the shipping address as your order may have already been processed.
WHAT IS YOUR RETURN POLICY?
You will get a full refund if the watch is broken. You are eligible to replace the watch within 30 days. If you have any questions, contact us by email at info@alxum.com
I DIDN'T RECEIVE ANY EMAIL CONFIRMATION?
Please make sure that the email is not in your junk folder, and that you have waited at least 15-20 minutes after ordering. If you didn’t receive anything, email info@alxum.com and we'll get back to you shortly.
I DIDN'T RECEIVE THE RIGHT COLOR, WHAT CAN WE DO?
Although unlikely, if you received the wrong model or color, email info@alxum.com. Please include a clear photo of the item you received. Certain photos on the website are taken in a brighter, lighting setting to show the details of the watch more accurately. We recommend that you look at the reviews located at the bottom of our product page and the pictures of the watch provided to see different lighting and angles. You will then have a more accurate idea of how the product will look on your wrist. Different monitors, screens and displays show colors differently.
HOW SAFE IS YOUR WEBSITE?
Our online store is protected by the most up to date security to ensure all data is kept secure. Secure online payment is of the utmost importance to us, and our checkout process is as secure as it gets. Our site is not only McAfee Secure, we also allow for payments including credit and debit card through PayPal – the safest online payment system around.
SHIPPING & DELIVERY
WHY IS THE MATERIAL INSIDE NOT WRITTEN IN ENGLISH?
To eliminate retail mark-up, our overseas manufacturers package and ship directly to you so that you save on unnecessary price increases.
WHY DID MY PACKAGES ARRIVE SEPARATELY?
Orders are placed and shipped directly from the product manufacturer. Your orders will be placed, processed, and shipped at the same time and should arrive in close proximity to each other.
WHY IS THE NAME OF MY PRODUCT ON THE SITE NOT THE SAME AS THE ONE IN THE PICTURES AND VIDEOS?
Our mission is to find the best watches for the most affordable price. We do not print the name of our company on our products, in order to offer you the best price. We therefore create certain names that better reflect the vision and values of our company. Otherwise, rest assured that our pictures, videos, and descriptions will always represents accurately the true nature of our products.
WHY DOES IT TAKE A BIT LONGER THAN USUAL TO GET TO ME?
We have no control over customs and are not responsible for any delays that may occur.
Please take a look at the shipping times below:
a) USA: 10-25 business days (tracking system available on our site 5-10 days after an order has been shipped)
b) Rest of World: 20-30 business days (no tracking system available)
Shipping times are currently affected by COVID-19. Please rest assured that we will do our best to process and deliver your order as soon as possible.
We are committed to ensuring the health and safety of our employees and partners and are taking preventive measures to help stop the spread of COVID-19.
*Exceptions in (a & b) apply.
Delayed delivery. Packages can on rare occasions take longer than the expected timeframe. We are unable to control shipping times or any unexpected delays that may occur in transit and seek your understanding and patience should this occur. If there are no tracking updates for over 30-60 business days, we will ship a new package out to you.
Please note that delays are more likely to occur during the busier year-end holiday seasons.
DO YOU SHIP WORLDWIDE?
We ship most of our products worldwide. However, some specific items cannot be shipped to some countries because of shipping limitations from our warehouse location. We are working to improve this, and are always improving our shipping methods!