Frequently Asked Questions
Can’t find your answer? Contact us and we’ll be happy to help.
Orders & Payment
How do I place an order?
Browse our Shop, select your timepiece, and click “Add to Cart”. Proceed to checkout, enter your shipping and payment details, and confirm. You’ll receive an email confirmation immediately.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), eSewa, Khalti, bank transfers, and cash on delivery for eligible Kathmandu Valley orders.
Can I modify or cancel my order?
Orders can be modified or cancelled within 2 hours of placement by contacting support@ekwatchco.com. After that, your order may have entered processing.
Is it safe to pay on your website?
Yes. Our site uses SSL encryption and all payments are processed through PCI-compliant gateways. We never store your card details.
Shipping & Delivery
How long does delivery take?
Domestic (Nepal): 3–5 business days standard, 1–2 days express. International: 5–21 days depending on destination. See our Shipping Policy.
Do you offer free shipping?
Yes — free standard shipping on all domestic orders over Rs 5,000.
How do I track my order?
You’ll receive a tracking number by email once your order ships. Allow up to 24 hours for tracking to activate.
Do you ship internationally?
Yes, to most international destinations. International customers are responsible for customs duties or import taxes. See our Shipping Policy.
Returns & Refunds
What is your return policy?
Returns accepted within 30 days of delivery for unworn items in original condition and packaging. See our Returns Policy.
How long does a refund take?
Once your return is received and approved, refunds are processed within 5–7 business days to your original payment method.
What if my watch arrives damaged?
Contact us within 48 hours of delivery with photos at support@ekwatchco.com. We’ll arrange a free return and send a replacement.
Products & Authenticity
Are all your watches authentic?
Absolutely. Every timepiece is 100% authentic, sourced directly from authorised channels, with full manufacturer documentation. We do not deal in replicas or grey-market goods.
Do your watches come with a warranty?
Yes — all timepieces come with a 1-year manufacturer warranty covering defects in materials and workmanship.
Can I get my watch serviced?
Yes. Contact service@ekwatchco.com to arrange authorised servicing.
Are replacement straps available?
Yes, compatible straps are available for most models. Contact us or visit our store for availability.
Account & General
Do I need an account to order?
No — you can checkout as a guest. Creating an account lets you track orders, save addresses, and view order history.
How do I contact customer support?
Via our Contact page, email support@ekwatchco.com, or phone. Hours: Monday–Saturday, 10 AM–6 PM (NPT).
