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FAQ

FAQ

Which materials do you use?

Olkane selected premium materials only to offer you the best watch of your everyday life. The architecture of the Newton is made of 316L Surgical grade Stainless Steel. The leather bracelets are made of genuine Australian cow-hide leather. The packaging is made of 100% recycled paper. The watch uses a 2025 Japanese Miyota movements.

Is my Olkane watch waterproof?

All the Olkane watches have a water resistance of 3 ATM. We do not advise any contact with water as water damages are not covered under your Olkane warranty.

What does my 24 months warranty cover?

The Olkane warranty covers manufacture's defects that are not due to the daily usage of the watch. If the watch parts or mechanics do not work properly due to a manufacture or shipping defect, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests, so please keep your receipt.

Shipping questions

How much will my shipping cost?

All the deliveries are free of charge all over the world.

How long will I have to wait to receive my order?

We ship to Europe and to the rest of the world with Bpost, DPD or DHL. Usually shipping takes 3 to 4 working days in Europe.

Orders placed in North & South America take 7 working days to be shipped while for Africa and Asia and may take up to 7 days. For Australia & New-Zealand, the shipping may take up to 10 working days.

The delivery time is based on Olkane’s handling time, the shipping provider, and when Olkane receives the cleared payment. It is possible that the indicated time above may vary depending of those elements.

How can I track my parcel?

As soon as your order is packed, we'll send you a shipment confirmation email with the delivery informations. Our delivery partner will notify you (by email or text message) to help you track your order. Depending on when & where you ordered, tracking informations can be delayed.

Do I have to pay customs clearance?

Customs and import duties are charged once the parcel reaches its destination country (outside Europe). These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be wise to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Customs clearance, if applicable (outside the EU), is operated by DHL / DPD / GLS before the physical arrival of the watches. 

Which delivery couriers do you use?

We use Bpost to send all of the orders placed in Belgium.

Depending on where you are located and the type of shipping method you choose, we use national post, DPD or DHL.

We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

What if I am not home when it is delivered?

DPD/DHL/Bpost will email you on the day of delivery. Should you be unavailable to sign for the parcel you can select, depending on your location, from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbour.  If they attempt delivery and you are not available they will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.

How do I know if my order was dispatched?

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

I did not receive my parcel.

If we are unable to deliver your package, according to your chosen delivery option, it will automatically be returned to Olkane. We'll keep in touch with you to organize a new delivery.

You can also always contact our support team at support@olkane.com if you have any other questions.

Returns questions

How much time do I have to return my watch?

If you are not fully happy with the watch you received, you can return them within 30 days from the day of receipt, providing they are in original resalable condition. Returns are at your own expense. Please contact our Customer Service team if you have any questions.

What is the return process?

Pack your items in the original plastic bag & box (we try to keep waste to a minimum).

Responsibility for the returns is yours until the parcel reaches us. Please remember to ask a proof of postage when dropping off the package at the delivery company (DPD, BPost ou GLS).

We make everything we can to proceed to the refund as fast as we can. However, the refund delay defers according to the payment method you used.

What is your return address?

Our Address is the following one:

Olkane
Clos des Pervenches 4
1300 Limal
Belgium

How long does it take before I get refunded?

We aim to process returns within 7-10 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

Can you confirm you received my return?

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Services team.

Payments questions

Our SafePay system

To ensure the security of your bank datas, we work with partners we trust (Shopify, Stripe or PayPal). This means that your card details are processed with a very high level of security. To make card purchases with us as secure as possible all information is sent in encrypted form using SSL (Secure Sockets Layer). Meaning that the information is passed through a secure connection and that your card details cannot be read by external parties.

Which payment methods do you accept?

You can use any of the provider listed below to pay for your order: Bancontact, Ideal, Maestro, MasterCard, Visa, American Express, PayPal, Apple Pay, Google Pay.

When will I be charged for my order?

The full cost of the order will be charged as soon as it is placed.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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