Returns & Exchanges

At Twain Time, we prioritize your satisfaction with our products. We are committed to ensuring your complete contentment with your purchases. Our return and exchange policy aims to facilitate a seamless process for our clients.

Return and Exchange Conditions:

  1. Timeframe: We offer a hassle-free 5-day return policy from the date of receipt.
  2. Eligibility: Products must be unworn, undamaged, and retain the original Twain Time tag.
  3. Refund Process: Upon meeting the above conditions, Twain Time will either exchange the watch or provide a full refund using the original payment method.
  4. Return Condition: All items, including accessories, must be returned in the same condition as received, including packaging and documentation, to the original point of sale.
  5. Refund Processing Time: Refunds will be processed post-inspection by our watch experts within 10 business days, reflecting on the original payment method. Trade-in payments or exchanges will be provided as store credit.

Exceptions to Returns and Exchanges:

  1. Personalized Items: Engraved or personalized items are not eligible for return or exchange.
  2. Damaged/Worn Items: We cannot accept returns for items that show signs of wear or damage beyond their original condition.
  3. Missing Accessories: If items initially sold with the watch are missing, or if the watch is damaged or worn, a restocking fee may apply, or the return may be rejected.

Exchange for Another Watch:

Customers interested in exchanging their watch for another timepiece can explore our diverse selection of pre-owned and luxury watches. These options include automatic, manual-winding, quartz, grand complication, and offerings from esteemed brands like Patek Philippe, Rolex, Vacheron Constantin, Breguet, Cartier, and more.

Return Instructions:

  1. Watch Returns: Watches must be returned unworn, with all protective coverings, hang tags, accessories, and original packaging intact. Bracelet sizing or strap cutting should be avoided until the decision to keep the watch is finalized.
  2. Jewelry Returns: Jewelry must be returned in its original condition with all accompanying items, tags, and packaging intact. Customer resizing of rings, bracelets, and necklaces voids the return policy.
  3. Special Orders: Special order items, particularly watches and specific brand-name jewelry not currently in stock, are not subject to the standard return policy.

Policy Limitations:

  1. No Questions Asked Return: Applies solely to in-stock items and excludes consigned, special, or custom orders.
  2. Exchange Criteria: Exchanges are only accepted for in-stock items. Contact us to clarify if your purchase falls under special order or in-stock criteria.

Adherence to Conditions:

We believe these conditions are reasonable and fair. In case of any inability to meet these conditions, please contact us promptly for discussion and authorization before initiating the return process.

Return/Exchange Process:

  1. Contact: Notify your Twain Time Client Advisor within 3 days of receiving the shipment to request a return authorization.
  2. Responsibility: Upon receiving authorization, the buyer assumes responsibility for the safe and proper return shipment to Twain Time.
  3. Packaging: Use secure packaging to avoid damage during transit and refrain from reusing the original shipment packaging.
  4. Contents: Ensure all original contents, including the watch, accessories, documents, packaging, links, straps, buckles, and authentication papers, are included in the return package.
  5. Claims for Damage: Claims for damaged items must be made within 24 hours of delivery; failure to do so may impact subsequent actions.

International Returns:

International buyers can initiate returns; however, they bear responsibility for return shipping costs, customs fees, and taxes. All other aspects of the return policy remain applicable for international returns.

Please consult your Client Advisor for return authorization and further guidance.

Questions and concerns? 

For any inquiries or concerns, feel free to contact us at +1 (212) 256-0303 or email us at We are here to assist you with any questions you may have regarding our Returns & Exchanges Policy, or any other matter related to our products and services.