About our products

• Q.Are your products genuine?

  A.Our products are all authentic.
  We do not handle counterfeit products. You have no need to worry.

• Q.Is it possible to have the size of the bracelet be adjusted?

  A.It is possible.
  We can do it for free, so please let us know the size of your wrist when making your order.
  * A fee may apply if adjusting a special bracelet.

• Q.Is it possible to buy a brand-new Rolex product?

  A.For overseas shipping of online orders, we do not sell brand-new Rolex products.

• Q.What is the condition of an unused item?

  A.It is basically an item we purchased from a general customer, which has never been used and appears to have no signs of use.
  Or it is brand-new but the required accessories are missing like the box and the warranty, or which liability period from the manufacturer already expired.

• Q.Can you ship watches with a leather belt?

  A.Leather belts containing materials that go against CITES like crocodile or lizard, are removed before shipping.

• Q.About return/repair

  A.Unfortunately, we do not accept returns and repairs for overseas order.

About the payment

• Q.About the payment

  A.
  ・Online shopping: credit card only
  ・In-store: cash, credit card, debit card, electronic payment
  Please check this pagefor details.

• Q.How much are the shipping costs?

  A.They differ according to each region.
  Please checkthis pagefor details.

• Q.Can you sell at duty free prices?

  A.
  ・Online shopping
  tax-free sale applies to foreign nationals only.
  The final selling price will include a 10% rebate.
  *Not applicable to Japanese living overseas.
  
  ・In-store sales
  we can also sell products tax tree to temporary residents in Japan. Customers can go through the procedures for tax exemption if they bring their own passport with them.
  Tax exemption only applies to customers living overseas for 2 years or more, or left Japan to be away for at least 2 years and temporarily returned to Japan.
  We cannot proceed to tax exemption with customers using automated gates as we cannot confirm their date of entry to the country.
  Customers need to get an entry permit seal at the Immigration, so that their date of entry can be confirmed.
  For payment by credit card, only the card with the same name as on the passport can be used.
  * Brand-new Rolex products are not sold tax free both online and in-store.
  

• Q.What are custom duties, sales tax on imports, and import consumption tax?

  A.When importing a product from abroad, custom duties, sales tax on imports, and import consumption tax apply according to the region of the importing country.
  These are collected by the customs of each region, and shall be paid once the product arrives in that country.
  For details, please inquire with the customs of your country of residence.

• Q.How much are the custom duties, the sales tax on imports, and the import consumption tax?

  A.We are unable to provide you with any information on taxes, so please kindly inquire with the nearest tax office.

• Q.Where and how can I pay for the custom duties, the sales tax on imports, and the import consumption tax?

  A.They will be collected by the customs of your jurisdiction, and shall be paid after the product arrives in your country of residence.
  In many cases, they are paid directly to the courier when the product is delivered.

About the shipping

• Q.Can you ship overseas?

  A.We ship overseas using FedEx.
  Some products cannot be shipped overseas.

• Q.How many days does it take you to ship?

  A.After receiving your order, we ship within one to three business days.

• Q.I would like to know about the time it will take until delivery and the shipping costs.

  A.Once being shipped, your order will arrive in seven to fourteen days approximately.
  * Please note the delivery may take more time with the inspection process at the customs.
  Shipping costs differ according to each destination.
  Please check this page for details.

• Q.Which delivery courier do you use?

  A.We use FedEx

• Q.Is the package covered by insurance in the event of damage or loss during delivery?

  A.We arrange for a shipping insurance for all watches.
  In the unlikely event any trouble occurs during shipping, please let us know and we will responsibly take care of it.

About our stores

• Q.What are your opening hours?

  A.We are open from 11 a.m. to 7:30 p.m.

• Q.Do you have any regular holidays?

  A.Except the Year-end New Year season, we are open seven days a week

• Q.Can you communicate in foreign languages?

  A.We have staff members who can speak English, Chinese and Korean.