FAQ

SHIPPING AND DELIVERIES

  • We deliver watch orders via DHL, and packages are delivered upon signature. Pickup points are only available at DHL locations verified at the time of shipment. For straps and accessories, we deliver via GLS.

  • You can change your delivery address as long as your package has not yet been shipped.
    To this end, please contact us promptly by email at info@htdwatches.com or by calling our laboratory at +390550224319

  • Once the product is in stock, orders are shipped periodically throughout the week depending on the number of orders received. Delivery times therefore depend on the destination (between 3 and 7 business days).
    For pre-order periods, delivery times vary between 3 and 5 months. In this exceptional case, you will be informed step by step throughout the process.
    If you are purchasing for a special event such as a birthday or anniversary, please specify this when ordering to ensure faster delivery.

  • The most effective solution, given the possible time difference, is to contact your local DHL office first.
    If not, please send an email to info@htdwatches.com so we can help resolve the issue.

  • The most effective solution, given the possible time difference, is to contact your local DHL office first.
    If not, please send an email to info@htdwatches.com so we can help resolve the issue.

  • We ship worldwide, except to Russia and Ukraine, due to issues with our partners or complex customs procedures and uncertainties about delivery times.

RETURNS, EXCHANGES AND WARRANTY

  • If the desired compatibility is not found when you receive your watch or strap, you can of course return or exchange it.
    Please contact us before returning the product at info@htdwatches.com to ensure that our team processes your request and ensures everything goes smoothly.
    The product must be traceable and insured.

  • The international warranty against manufacturing defects covers the free repair of defective parts. However, it does not cover damage resulting from accidents caused by the user.
    Valid for 2 years from the date of purchase or delivery.

  • The warranty on our watches will be void if the return is not made with adequate packaging that ensures optimal protection during transport. It is essential that the packaging used is suitable to prevent any damage. We decline any liability for damage resulting from inadequate packaging.
    To ensure safe transport, it is essential that the watch is well-stabilized and securely fastened inside the packaging. We recommend using the watch's original packaging, which is specifically designed to provide optimal protection during shipping.
    If you no longer have the original packaging, you can use a padded container to prevent the watch from moving during transport. Make sure the padding is sufficient to absorb any shocks and avoid any direct contact between the watch and the container walls.

  • We will issue the refund as soon as we have received and verified the watch.
    Depending on the payment method used (credit card or PayPal), the time can vary between 3 and 15 days.

  • In case of resale, the warranty can be transferred to the new buyer.
    To do this, please fill out the form on our contact page, providing the following information: the original buyer's first name, last name, and order number, as well as the new buyer's first name, last name, email address, and phone number.

SALES AND RELATED SERVICES

  • Our main physical point of contact is the laboratory located at Via del Drago d'Oro 11R 50124 Florence.
    Internationally, you can discover our watches at our partner jewelry stores. You can browse them here (link to retailers).

  • Because they're designed to last, HTD watches often have more than one lifespan. For this reason, we offer you the option of officially transferring ownership of an HTD watch after a pre-owned purchase.
    To do this, you will simply have to send us an email to info@htdwatches.com with all the necessary information: Name and surname of the new buyer, destination address and contact details and model you purchased.
    Once the process is completed, we will be pleased to officially welcome you into the great HTD family

  • We offer engraving services. Please contact us before ordering to discuss engraving options, size, and artwork.
    You can contact us at our email address info@htdwatches.com

  • Right of withdrawal: You have 14 days from receipt of your order to return any item, provided that the conditions below are met.

    1. All return requests must be validated in advance by HTD via email only. To initiate a return, the customer must contact Customer Service by email at info@htdwatches.com and provide the relevant order information so that the request can be processed.
    2. Simplified returns process – To ensure a quick and secure return process, a prepaid return label is available through our partner DHL. To ensure optimal tracking, HTD will only accept this label for product returns.
    3. Return Fees – A fixed return fee will be applied and deducted from the refund amount. These fees cover logistics costs and quality control upon receipt of the product.
      €35 for watch returns in Europe
      €50 for returns of watches outside Europe
    4. Return fees with simplified returns – A fixed return fee will be applied, which will be deducted from the refund amount. These fees cover logistics costs and quality control upon receipt of the product.
      €70 for watch returns in Europe
      €100 for returns of watches outside Europe
    5. Return conditions – The returned product must be new, unused, and in its original packaging. Upon receipt, it will be inspected by our dedicated service department. If the product meets the requirements (no scratches or signs of use), the return will be approved.
    6. Refund Policy – ​​Refunds will be processed using the same payment method used for the purchase and will take place within 14 days of receiving and validating the return.

MY HTD WATCH

  • 316L steel, Super-Luminova BGW9, enamel, etc... so many names that resonate with those used by the greatest manufactures, and not without reason.
    If function defines form, the latter must be revealed by materials selected for their strength, nobility and effectiveness.
    This is how we conceive our SERICA watches and how we combine the best the world of watchmaking has developed in its fields of expertise.

  • Vibrations, strong magnetic fields, shocks (direct or indirect) and sudden changes in temperature are all factors that can affect the regularity of your watch's movement.
    It is important to note that the level of winding of the mainspring will also impact the regulation of the watch.

  • There is nothing complicated about using a mechanical watch, winding it correctly, setting the time, or changing the strap, but no one is born with these skills.

    Let us guide you through a few simple steps and teach you the right gestures to ensure your HTD® gives you many years of faithful service…

    The Hesagraph line has a manual movement, so it needs to be wound approximately every two and a half days for proper operation. Never force the winding crown beyond its limit. Do not change the time or press the chronograph start and stop buttons under water.

    The Aquatìc line has an automatic movement and only needs to be wound if it hasn't been worn for a couple of days. To wind the watch, unscrew the screw-down crown and pull it out. Once the time has been reset, reinsert the crown and screw it back down. Never enter the water with the screw-down crown unscrewed. The same rules apply to the Tennis line.

  • Only obvious malfunctions of your watch and/or its movement should alarm you and prompt you to contact our customer service for a full diagnosis.

    For example:

    • Your watch stops regularly despite being wound and worn daily;
    • You notice that your clock gains or loses several minutes a day repeatedly (for at least a week) and this becomes a constant problem;
    • Your watch has stopped completely.

  • Only obvious malfunctions of your watch and/or its movement should alarm you and prompt you to contact our customer service for a full diagnosis.

    For example:

    • Your watch stops regularly despite being wound and worn daily;
    • You notice that your clock gains or loses several minutes a day repeatedly (for at least a week) and this becomes a constant problem;
    • Your watch has stopped completely.