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FREQUENTLY ASKED QUESTIONS

PRODUCT INFORMATION

WHAT SIZES DO YOUR WATCHES COME IN?
All measurements listed below are in millimetres (mm) and reflect the timepiece's diameter.
Classic Men Collection: 42 mm
Classic Women Collection: 36 mm
IS MY WATCH WATERPROOF?
The water resistance of Welly Merck watches is 5 ATM.
We recommend that you avoid all contact with water. Avoid wearing the watch when showering, bathing, swimming, diving or any activity where it is exposed directly to water.
Kindly note that water damaged is not covered under the 2-year warranty.
WHAT IS THE WATCH MADE OF?
Our watches are made of stainless steel (316L).
The glasses of the watches are made of Sapphire Crystal that ensures the hardness and durability.
Kindly note that a damaged crystal/glass is not covered under the 2-year warranty.
HOW DO I KNOW WHETHER MY WELLY MERCK IS AUTHENTIC?
To ensure the authenticity of Welly Merck timepiece, it must be purchased directly from our website or from an authorized Welly Merck retailer.
Welly Merck will not honor any warranty claims for watches purchased from an unauthorized retailer.
CAN I WASH MY WRISTBAND?
Mesh wristband - To prevent rust, wipe off the moisture, sweat or any other dirt with a soft cloth promptly. To wash the band, apply neutral detergent (mixed with water) to mesh strap when stains on the surface are noticeable. For heavy stains accumulated in the gaps of strap segments, use a small brush to remove them. During washing process, protect the watch head from entrance of moisture by wrapping it with plastic film. Don’t forget to thoroughly dry the whole watch using a soft dry cloth.
Leather wristband–we do not recommend you to wash the leather wristband. Any exposure to water will dry the leather and possibly cause damage to the wristband. However, a local watchmaker or watch retailer may have cleaning products specifically designed for leather.
NATO wristband – Always remove the watch face from the wristband. Use lukewarm water together with soap and gently brush the wristband. Leave it to dry flat on a towel.

CUSTOMIZATION

WHAT IS CUSTOMIZATION?
Customization is carving the words or pattern on the back case of Welly Merck watch you'd like for him or her. It's a good gift for the valuable times.
WHAT TYPE OF CUSTOMIZATION IS POSSIBLE?
There are four types of customization on Welly Merck watch:

  • Text: There is  a 40 characters limit, including punctuation and spaces.
  • Pattern:  There are Constellation Pattern, Family Pattern, Love Pattern for your selection.
  • Text + Pattern: You can mix a pattern and text for carving. 
  • Upload Your Own Pattern: You can upload your favorite pattern and we will carve it for you.

Customized your own Welly Merck watch here and we will get back to you within 24 business hours: http://bit.ly/WellyMerck-Customization 
HOW CAN I PROCESS THE CUSTOMIZATION OF MY WELLY MERCK WATCH?
You could please fill in the information for customization on http://bit.ly/WellyMerck-Customization, or you could please contact with service@wellymerck.com for your carving requirments.
If you only carving words on the back case of Welly Merck watch, you can leave the words when placing the order.
HOW LONG DOES IT TAKE TO HAVE MY WELLY MERCK WATCH CUSTOMIZED?
After your order has been submitted and confirmed, the processing of your customized Welly Merck watch begins. Customized items can take around 10 business days, plus shipping. In this mean time we will send you the draft of customization. Once you approve the draft we will carve the Customized Welly Merck watch and send it to you soon.

WARRANTY & REPAIR

WHAT IS NOT COVERED IN THE WARRANTY?
The Welly Merck Warranty does not cover defects and damages due to loss, theft, fire, water, or a natural disaster.
HOW DO I GET MY WELLY MERCK WATCH REPAIRED?
If you purchased your timepiece from an authorized Welly Merck retailer, to obtain reparation or replacement of your watch under it's warranty, please contact the authorized Welly Merck retailer or service provider from where it was originally purchased.
If you purchased your timepiece from duty free and/or travel retail, such as - but not limited to - airport, cruise, etc. Please contact us and we will assist you directly.
If you purchased your timepiece directly from our website, and feel it is a matter of warranty, please kindly contact us and we will assist you directly.

ORDER&DELIVERY

HOW DO I CANCEL MY ORDER?
In the event you wish to cancel your order, please contact us.
If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.
Only once the package has returned to our warehouse, will we be able to process the cancellation.
CAN I CHANGE MY ORDER?
Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you to contact us and cancel the incorrect order.
Thereafter, we recommend you to place a new order on our website, with the correct item(s), at your own convenience.
DOES THE WATCH COME WITH A STRAP?
A watch that you select from our product page will consist of the watch head and the respective wristband.
You can purchase additional wristbands, should you wish, by selecting a wristband from the Accessories page.
HOW DO I PLACE AN ORDER?
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order.
WHEN I WILL RECEIVE MY ORDER?
We aim to ensure that you receive your order as quickly as possible.
Once your order successfully submitted, the warehouse will processes your order within the following business day. 
You should receive your order within 2-5 business days. Packages are not transported on weekends and local public holidays.
Kindly note that the estimated delivery times (2-5 business days) are estimated and may vary due to external factors outside of Welly Merck’s and its courier’s control.
These factors may include, but are not limited to extreme weather conditions, technical failures, customs delays etc.
Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
I HAVE RECEIVED THE WRONG PRODUCT/SIZE–WHAT SHOULD I DO?
If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything as we can to provide you the right package.
HOW CAN I TRACK MY ORDER?
You will receive an e-mail from Welly Merck containing your package’s tracking information after your goods have been shipped.
To track your package, simply using the tracking number on DHL official website.

RETURN & EXCHANGE

WHAT IS YOUR EXCHANGE POLICY?
You have the right to exchange any/all products you have purchased directly from our website within 30 days.
The product(s) must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when the watch received.
A product may only be exchanged for a product of the same or lesser value. If you wish to exchange for a more expensive product, a return must be made and we will issue a full refund. You are able to place a new order for the correct item at your own convenience.
Products purchased directly from our website must be returned to our warehouse for an exchange to be made; product(s) cannot be exchanged in a local retail store.
Kindly note that you may be subject for the shipping expenses in returning this package to us.
Welly Merck does not take responsibility for any items lost during the return shipping.
HOW DO I EXCHANGE MY ORDER?
If you wish to exchange your order, please contact us; we will be happy to provide you with further instructions.

PAYMENT & SECURITY

WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Welly Merck accepts American Express, MasterCard, Visa, JCB, PayPal as well as various other local debit cards and invoicing options.
IS MY PAYMENT INFORMATION SAFE?
Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank – Including Welly Merck.
WHICH CURRENCY IS DISPLAYED ON THE WEBSITE?
The prices visible on Welly Merck website are stated in USD. These prices exclude possible duties and taxes which are either added or deducted at the checkout.
Welly Merck is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have any query, please contact your bank or credit card company respectively.
DO YOU STORE MY PAYMENT INFORMATION?
Welly Merck does not receive or store any payment information. All transactions are handled directly our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties.

OTHER QUESTIONS

I AM A SOCIAL MEDIA INFLUENCER–CAN I COLLABORATE WITH YOU?
Please contact our Collaboration Department directly at collaborate@wellymerck.com
Be sure to include the following information:
· Your first and last name
· Phone number
Your request will be processed directly by our Collaboration Department who will review it and contact you directly at their earliest convenience.
HOW DO I USE MY PROMOTION CODE?
At the checkout page, to apply your promotion code, click“Add a coupon code”, entering the code, and press “Apply”. Be sure there are no additional spaces before or after the code.
Kindly note that only one promotion code is valid per order. A promotion code cannot be combined with an additional promotion code.
WHY SHOULD I PURCHASE FROM AN AUTHORIZED RETAILER?
At Welly Merck, we want to ensure that your experience with our products is outstanding before, during and after your purchase.
We work exclusively with a select group of partners around the world who have earned the privilege of being an authorized Welly Merck retailer.
Whether you purchase from a retail store or online, we want you to have an experience that leaves you completely satisfied. Our retail partners have proven to us that they are committed to delivering a consistently excellent level of service.
The only way to ensure you are buying an authentic Welly Merck watch is to purchase it through an authorized retailer or at www.wellymerck.com
When you purchase a watch from an authorized Welly Merck retailer, you can be assured that:
You are buying an authentic Welly Merck timepiece
Welly Merck does not honor any warranty claims that are not accompanied by the original documentation from an authorized retailer.

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