QUESTIONS ABOUT ORDERS, PAYMENTS, AND RETURNS
ORDERS
HOW CAN I CANCEL MY ORDER?
If you wish to cancel your order, please contact us via email at info@cauny.com.
Please read our Return and Refund Policy.
HOW CAN I CHANGE MY ORDER?
If you wish to change your order, please contact us via email at info@cauny.com.
We will do our best to assist you, but this may delay the delivery. OURTIME – WATCHES AND ACCESSORIES, LTD. is not responsible for delays due to customer address changes.
CAN I CHANGE THE SHIPPING ADDRESS?
If you wish to change the shipping address, please contact us via email at info@cauny.com.
This may delay delivery. OURTIME – WATCHES AND ACCESSORIES, LTD. is not responsible for such delays.
WHEN WILL I RECEIVE MY ORDER?
Orders are processed within 1–2 business days. Delivery time depends on what was indicated during checkout. Orders aren’t shipped on weekends/public holidays.
Delivery times are estimates and may be affected by weather, customs, or technical issues. Shipping times may be longer during promotions.
I HAVEN’T RECEIVED MY ORDER. WHAT CAN I DO?
Please contact us at info@cauny.com and we will investigate.
WHERE ARE THE PRODUCTS SHIPPED FROM?
Orders are shipped from our warehouse in Portugal.
HOW CAN I TRACK MY ORDER?
Currently, tracking codes are not sent automatically. Please contact info@cauny.com to request one.
DOES CAUNY SHIP TO MY COUNTRY?
We currently ship to the following countries:
| Andorra Argentina Australia Austria Belgium Brazil Canada Chile Cyprus Denmark Estonia Finland France |
Germany Greece Ireland Italy Latvia Lithuania Luxembourg Malta Mexico Monaco Netherlands Norway Poland |
Portugal Romania San Marino Slovakia Slovenia South Korea Spain Sweden Switzerland United Kingdom United States Vatican City |
IS SHIPPING FREE?
Standard shipping is free in some EU countries. Outside the EU or express shipping may incur costs. Orders may be subject to VAT/customs in the destination country.
We don’t charge VAT for non-EU shipments, but customs duties may apply. VAT deductions happen at checkout.
We cannot inform you of local customs costs — please consult your local customs authority or shipping provider.
MY ORDER IS A GIFT. CAN I REMOVE THE INVOICE FROM THE PACKAGE?
Sorry, the invoice is always included in the package.
HOW DO I PLACE AN ORDER?
Select items, add to cart, fill in your details, and pay.
WAS MY ORDER SUCCESSFUL?
You should receive a confirmation email. If not, contact info@cauny.com.
WHY DIDN’T I RECEIVE AN ORDER CONFIRMATION EMAIL?
Contact info@cauny.com to check. Your order may not have gone through, or the email might be incorrect.
HOW CAN I USE MY PROMOTIONAL CODE?
Enter the code at checkout in the coupon field. Codes are not cumulative.
WHAT ARE THE CONDITIONS OF THE CAMPAIGNS?
- Valid only for purchases on the official website
- Valid for a limited time
- Cannot be applied retroactively
RETURNS
I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?
Contact info@cauny.com and we will correct the issue quickly.
WHAT IS CAUNY’S EXCHANGE/REFUND POLICY?
See our Return and Refund Policy.
HOW CAN I RETURN MY ORDER?
See our Return and Refund Policy.
HAVE YOU RECEIVED MY RETURN?
Returns are inspected upon arrival. This may take a few days. Use registered mail and send us the tracking code. We are not responsible for lost returns.
PAYMENTS
WHAT PAYMENT METHODS ARE ACCEPTED?
MasterCard, Visa, MbWay, Multibanco, American Express, PayPal, as well as Klarna and SeQura (both flexible payment options).
WHAT ARE FLEXIBLE PAYMENT METHODS?
Flexible payment options allow you to pay in installments. With Klarna, you can choose to pay your watch in 3 interest-free installments, pre calculated on the product page. With SeQura you can choose up to 12 monthly installments, with minimal interest rates.
ARE MY PAYMENT DETAILS SECURE?
Payments are handled using secure encryption. We don’t access your credit card info.
DOES CAUNY STORE MY PAYMENT DETAILS?
No. Payment info is not handled directly by us and is only accessible by the bank.
PRODUCT-RELATED QUESTIONS
DOES THE WATCH COME WITH A BRACELET?
Yes, all watches come with a bracelet. Extra bracelets can be purchased separately.
HOW CAN I KNOW IF MY CAUNY IS AUTHENTIC?
Buy only from our website or authorized dealers. Unauthorized sites may sell counterfeits.
IS MY WATCH WATER-RESISTANT?
| Water Resistance Level | Suitability |
| 3 ATM | Hand washing splashes |
| 5 ATM | Shower use, not for swimming |
| 10 ATM | Swimming and snorkeling, not deep diving |
| 20 ATM | Swimming, snorkeling, surfing, high-impact water sports |
WHAT MATERIAL IS THE WATCH MADE OF?
Cases: stainless steel (316L). Straps: stainless steel, leather, or cotton. Glass: varies by model — some have sapphire.
CAN I WASH MY BRACELET?
Do not wash leather or cotton straps. Metal straps can be washed with warm water.
WHAT TYPE OF BATTERIES ARE USED?
Standard silver oxide battery. Automatic watches don’t use batteries.
WHAT IS THE LIFESPAN OF THE BATTERY?
2–4 years, depending on environmental factors.
MY WATCH HAS STOPPED. WHAT SHOULD I DO?
Check the crown is fully pushed in. If it still doesn't work, contact repairs@cauny.com.
WARRANTY QUESTIONS
WHAT IS THE WARRANTY VALIDITY AND COVERAGE?
36-month warranty covers mechanism, case, dial, and hands. It doesn’t cover misuse, damage, strap, battery, or watches from unauthorized resellers.
HOW DO I GET MY WARRANTY?
The invoice serves as your warranty proof.
WHAT SHOULD I DO TO REPAIR MY CAUNY?
Contact repairs@cauny.com.
RESELLER QUESTIONS
WHY SHOULD I BUY THROUGH AN AUTHORIZED RESELLER?
- Authenticity guarantee
- Warranty coverage
- Qualified service
- Better customer support
Unauthorized dealers may sell counterfeits. Find authorized resellers here.
I WANT TO BECOME A RESELLER – WHO SHOULD I CONTACT?
Email info@cauny.com with:
- Company name and address
- Contact person’s name, phone, email
- Any relevant details like brands represented
Our commercial department will respond to your proposal.
