Frequently Asked Questions (FAQ)
FREQUENTLY ASKED QUESTIONS (FAQ)
Orders & Payments
1. What payment methods are accepted?
We accept major credit and debit cards processed securely via Shopify Payments.
2. Is my payment secure?
Yes. All transactions are encrypted and processed through PCI-DSS compliant payment gateways.
3. Can I change my order after placing it?
Order modifications are only possible before the order enters processing or shipment preparation.
4. Can I cancel my order?
Orders can be canceled only if they have not yet been processed or dispatched.
Shipping
5. How long does shipping take?
Delivery typically takes 5–20 business days depending on destination and customs processing.
6. Do you provide tracking?
Yes, every order includes a tracking number once it has been dispatched.
7. Do you ship internationally?
Yes, we ship worldwide, including the United States, United Kingdom, and European Union.
8. Will I need to pay customs fees?
Customs duties or import taxes may apply depending on your country’s regulations and are the customer’s responsibility.
Returns
9. What is your return window?
You may request a return within 90 days from the date of delivery.
10. Do I need the original packaging to return an item?
Yes, items must be returned in original packaging and condition to be eligible.
11. How long does a refund take?
Refunds are processed within 5–10 business days after approval and inspection.
12. Are all products refundable?
Only items that meet return eligibility conditions are refundable.
Warranty & Quality
13. Do your products come with a warranty?
Yes, we provide a 12-month limited warranty covering manufacturing defects.
14. What does the warranty cover?
It covers manufacturing faults only.
15. What voids the warranty?
Damage caused by misuse, accidents, water exposure (if not specified as water-resistant), or unauthorized modifications voids the warranty.
Products
16. Are product images accurate?
Yes, images represent the design and style of the actual product as accurately as possible.
17. Are your products high quality?
All products undergo internal quality inspection before shipment.
18. Are the items authentic luxury products?
We offer curated luxury-inspired products selected for quality and design consistency.
Support & Account
19. How can I contact customer support?
You can contact us via email or phone listed in the Contact Us page.
20. What is your response time?
We respond within 24–48 business hours.
21. Do you offer live chat support?
Not currently. Support is provided via email and phone.
Disputes & Security
22. What if my order is lost?
Lost shipments are investigated with the carrier before resolution is determined.
23. What should I do before opening a chargeback?
You must contact support first. Most issues are resolved without the need for disputes.
24. Is my personal data safe?
Yes. We comply with GDPR and UK GDPR regulations.
25. Do you sell customer data?
No. Customer data is never sold or shared for commercial resale purposes.
Founded in 2019, SERICA was born from a simple ambition: to create unique mechanical watches that combine robustness and technical sophistication with a distinctive and refined aesthetic.