Twain Time Store Policies

Guarantee

We stand behind the authenticity and quality of our merchandise. Nothing is more important to us than a transparent transaction that makes our customer happy, so if something goes wrong, you have our word that we will do everything possible to make it right.

Returns

We DO NOT accept returns only STORE CREDIT/EXCHANGES within 7 days of you receiving the product.

If for any reason you are not 100% satisfied with your purchase send it back for a store credit or an exchange. Please note this does not apply to items that are on memo, or special and/or custom orders. If you are planning on returning an item to us, it must be returned in its original packaging with everything it came with. For any jewelry purchase, tags MUST be attached as they were upon arrival or we cannot accept the return.

The only fees you will be responsible for are return shipping costs and insurance for the total value of the merchandise, and for international customers, any duties or value added taxes.

All returns must also have a Return Merchandise Number. As such, to get an RM number, you'll need to get in touch with us prior to shipping it back. Any returns without an RM number will be returned to the sender.

Returns will be applied on a store credit toward an exchange in full minus the price of the original shipping costs and the costs associated with insuring your purchase.

We expect the same level of security and shipping when you are getting the package back to us. All returns must be shipped with a traceable courier such as UPS or USPS. Do not ship via FedEx, as FedEx does not insure watches or jewelry valued above $500. Return shipment must be pre-paid and fully insured for the amount you expect credit. Collect shipping will be refused. In case of a loss or damage, customer is liable.

Once you have received an RA number, the item must be shipped to us so that we receive it with 7 days. In addition to the above, the following must be taken into account depending on what you purchased from us and want to return.

Watches:
Watches must be returned in the original condition, with all protective plastics/tape and hang tags intact, and with all accessories, including boxes and papers. Until you are positive you will be keeping the watch, kindly refrain from wearing it. It is almost impossible to wear a watch for even a day and for the watch not be blemished or scratched. Please do not have the bracelet sized (links removed), or any straps cut. Please note that some watches are on memo and do not carry a return policy. Also, note that special and/or custom orders do not carry any return policy.

Jewelry:
All jewelry must be returned to us in the original condition, with all of the original included items consisting of boxes and papers, and with tags attached. Resizing of rings, bracelets, and necklaces done by the customer voids the return policy.

Special Orders:
We will gladly assist in providing special orders of items that we may not currently have in stock. Due to the specialized nature, special order items are not subject to the standard return policy. This mostly applies to Watches and Brand Name jewelry that is not in stock and has to be ordered.

Our "No Questions Asked" return policy is only for in stock items. This does NOT apply to items that are on memo, special and/or custom orders, as well as the exchange of any items that fall under these criteria. Exchanges can be accepted only for items purchased in stock for other in stock items. Feel free to contact us about your purchase’s status as a special order or in stock item.

We believe that the conditions laid out here are very reasonable, fair and simple to adhere to. If for any reason any of these conditions can't be met, please get in touch with us as soon as possible. We are very reasonable people and are willing to listen to what you have to say, but you simply must give us a call and receive authorization before you put the product in the mail.

In short, to be eligible for an exchange, please make sure that:

  • The product was purchased/received in the last 7 days
  • The product is in its original packaging
  • The product isn't used or damaged
  • You have the receipt or proof of purchase
  • You obtained a Return Merchandise Number (RMN) from us
  • Please do not send your purchase back to the manufacturer.

Products that do not meet these criteria will not be considered for a store credit toward an exchange.

Additional non-returnable items:
Gift cards

To obtain a Return Merchandise Number (RMN), contact us:
By phone: 212 256 0303
By email: service@twaintime.com

Send the product with its original packing and the receipt or proof of purchase and the RMN to:
19 East 69th Street, New York, NY 10021, USA

Shipping charges
Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from Twain Time.

Damaged items
If you received a damaged product, please notify us immediately for assistance.

Sale items
Unfortunately, sale items cannot be refunded. Only regular price items can be refunded.

Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:
By phone: 212 256 0303
By email: service@twaintime.com

 

Payments

Domestic payment options:

Using our secure online checkout payment option (TwainTime.com)
All major Credit Cards (phone orders only)
Bank wire transfers (phone orders only)
Certified check (requires up to 10 days of processing)
Personal check (requires up to 10 days of processing)
Money order

International payment options:

Using our secure online checkout payment options (TwainTime.com)
All major Credit Cards (phone orders only)
Bank wire transfers (phone orders only)
Coming soon: Bitcoin

Shipping

We will ship anywhere in the world with any of the world's trusted carriers like FedEx, UPS, DHL, TNT, and the USPS. Decisions will be based on where the package is going and how large it is.

At the time of purchase a shipping estimate and/or shipping deposit is added to the total purchase amount. The actual shipping charge may vary depending on shipping method, geographical location and other special circumstances. A Twain Time Concierge will contact you upon receipt of your order to finalize charges, at which time the total purchase price will be finalized. We reserve the right to adjust the authorized amount on your credit card to the actual sales total before processing the credit card transaction. You will be informed before the transaction is modified and finalized.

Everything that leaves our store is fully insured against loss, theft and damage during its transit so you can feel comfortable knowing that your investment is protected. All of our packages are insured by an independent third party insurance company. Obviously, some of the time an item will exceed the limits of the insurance policy. In such cases, we will use armored services such as Brinks, Malca Amit, and Ferrari Express to get your package to you on time and in immaculate condition. Again, charges for these services will apply and will be provided at the time of purchase.

Please note that due to the nature of our products and their value, every single one of the packages we send out will need an adult signature at the time of delivery. For insurance reasons, we are not able to ship our products if there isn't an adult available to sign for the package upon delivery.

Shipping to an address other than the billing address when paying with a Credit Card:

Due to the heightened risk of fraud associated with credit card purchases and shipment of luxury products such as watches and jewelry, Twain Time prefers to ship items to the billing addresses of their clients. However, we do recognize the desire for customers to have the option of shipping the item shipped to an alternate address. If you would like that a package be shipped to an address different from the billing address linked to your credit card, we will require that you contact your credit card company and have them add an "Alternate Shipping Address" to your account with them. This is a very routine & simple process which should take only a few minutes calling your bank credit card customer support.

If, of course, all of this is a little too much to put into your purchase, please feel free to come and pick it up in person during our normal business hours.

Duty - Most international orders are subject to customs duty and tax regulations specified by the designated country, and are the sole responsibility of the customer. You may contact your local customs office for details. The average international order takes up to one week for delivery. Oversize and/or high value orders may require additional shipping charges.

Warranty

We offer a one year extensive warranty from the date of purchase on all Certified Pre-Owned timepieces and all jewelry bought from Twain Time.

The warranty covers manufacturing defects only.

Since we are Secondhand dealer (not authorized dealer) of any of the Certified Pre-Owned timepieces we sell, the manufacturers will not honor warranties on watches bought through us. Yet, Twain Time provides each client with an equivalent warranty that matches the manufacturers’ warranty.

In the unlikely event that something does go wrong with your watch within 1 years of the date of purchase, the watch would need to be sent back to us. Our expert watchmakers serve as authorized repair centers for many high-end watch manufacturers, and can repair virtually any watch using only genuine parts. However, if the defect is of a particularly serious nature, we will have the watch returned to the respective manufacturer for repair, though these manufacturers unfortunately take a minimum of 4-8 weeks to repair a watch or sometimes longer, if parts are back ordered.

Our warranty does not cover any damage to the movement resulting from improper use or mistreatment.

In addition, we do not cover finishes, crystals/glass, crown/stem, case, straps/bracelet, damage due to wear and tear or resulting from wear under conditions exceeding the watch manufacturer's water resistance limitations, and damage due to physical and/or accidental abuse.

All of our jewelry is covered for 1 year from the date of purchase against manufacturer defects. Items that have been sized, engraved or modified in any way cannot be repaired or serviced.

In the unlikely event that part of your jewelry breaks within one year of the date of purchase, you can send it back to us and our qualified jewelers will repair the piece and get it back to you, usually within two weeks.

All warranty repairs must be handled directly through Twain Time. Any repair or warranty service performed by any other source than Twain Time will void all warranties.

Twain Time will cover all parts and labor or replace the watch at our discretion within the warranty period.

In case a repair is necessary, please call us to obtain a Return authorization number. All warranty returns must have a Return Merchandise Authorization (RMA). This Return Merchandise Authorization Form must be enclosed in the box with the item. A watch returned without authorization will be refused. Please include a copy of your invoice and/or a detailed letter indicating the problem, the return address, contact phone numbers and an email address.

Shipping and insurance costs for warranty returns to us must be covered by the customer. Returns must be shipped via traceable courier, such as UPS or USPS (do not ship via FedEx, as it does not insure watches or jewelry valued above $500). Return shipment must be pre-paid and fully insured. Collect shipping will be refused.

The customer is responsible in case of loss or damages. Return shipping expenses to the customer once the watch is repaired will be covered by Twain Time.

Cancellations

Orders placed Monday through Friday between 9:00 A.M. EST to 5:00 P.M. EST may be edited or cancelled within one hour of order placement where possible. Please note that changes or cancellations are not guaranteed. Those orders that are shipped before a cancellation has been confirmed must be returned by guidelines stipulated above.

Purchases by Manufacturers

Our exchange policy does not apply to any purchases made by any watch manufacturer, watch brand distributors, and/or any person acting on behalf of any of these entities in any capacity. Purchases made by the aforementioned entities may not be returned for any reason under any circumstances.