Frequently Asked Questions

Yes. Every watch we sell is genuine. Our experienced appraisers authenticate each piece, and we never handle counterfeit products.

Yes, free of charge. For online orders, let us know your wrist size when you order; in store, we adjust the bracelet while you wait. Some special bracelets may take extra time or incur a charge.

Brand-new Rolex watches are not sold to overseas customers through our online store. In our stores, brand-new Rolex watches are sold at the tax-inclusive price and are excluded from tax-free shopping.

Unused watches are pieces we purchased from private customers that have never been worn and show no signs of use. Some may be in new condition but missing accessories such as the box or warranty card, or the manufacturer's warranty period may have already expired.

Straps made of crocodile, alligator, lizard or other materials restricted under the Washington Convention (CITES) are removed before shipping.

We are sorry, but returns and repairs are not accepted for orders shipped overseas.

• Online orders: credit card (Visa, Mastercard, JCB, American Express) or bank transfer
• In store: cash (Japanese yen), credit card, debit card (UnionPay, J-Debit) and QR payments (PayPay, Alipay, WeChat Pay)

See Payment Methods for details.

Yes. Watches shipped overseas from our online store are export sales and are sold without Japanese consumption tax. The "TAX FREE" price on the product page is the tax-excluded price and is applied automatically in your cart.

This applies to customers residing outside Japan only; Japanese nationals living abroad are not eligible. Brand-new Rolex watches are not sold overseas. Import duties and taxes in your country are paid by the recipient.

Yes. Visitors staying in Japan on a short-term basis (non-residents) can shop tax-free in all our stores by showing their original passport. Japanese nationals who have lived abroad for two years or more need proof such as a certificate of residence, a copy of the family-register attachment or a My Number Card showing the move abroad.

If you enter Japan through an automated gate, ask an immigration officer for an entry stamp so that your date of entry can be confirmed. Credit cards must be in the same name as your passport. Brand-new Rolex watches are excluded from tax-free sales.

From November 1, 2026, Japan's tax-free system changes to a refund method. You pay the full price including 10% consumption tax in store. When you leave Japan, Customs confirms your purchase, and the tax is then refunded to you by the refund service provider, minus a handling fee.

• Pay the tax-inclusive price in store and show your passport.
• Register your refund method (credit card, bank transfer or QR payment app) on the refund service website via the QR code we give you.
• Within 90 days of purchase, complete the Customs check at the airport before checking in your luggage, with all the items you bought.
• The refund is sent to your registered method after Customs confirmation.

See the tax-free shopping guide for details and an example.

8.35% of the pre-tax price: the 10% consumption tax minus a 1.65% handling fee charged by the refund service provider. For example, on a watch priced at ¥2,500,000 including tax (pre-tax ¥2,272,727), the refund is ¥189,773.

The refund is paid after Customs confirms your purchase at departure, to the method you registered (credit card, bank transfer or QR payment app). The timing depends on the refund method and the refund service provider's processing.

No refund can be made if you do not register, or if the Customs check is not completed within 90 days of purchase.

Go to the Customs tax-free counter at the departure terminal before checking in your luggage, with your passport and all the items you bought tax-free. Customs checks the goods against your purchase records. Watches of ¥1,000,000 or more (pre-tax) are registered with their serial number, so Customs may ask to see the watch and its warranty card.

The check is done per receipt: if any item on a receipt is missing, nothing on that receipt is refunded.

When goods are imported, the destination country may charge customs duties, import VAT or sales tax. These are collected by the local customs office after the goods arrive in your country. For details, please contact the customs office of your country.

We are unable to advise on taxes in other countries. Please contact your nearest customs or tax office.

They are collected by the customs office responsible once the goods arrive in your country. In most cases you pay the courier directly on delivery.

Yes, we ship overseas by FedEx. Some items cannot be shipped overseas.

Within one to three business days of receiving your order.

Delivery usually takes about 5 to 14 days after dispatch; customs inspection may add a few days. Shipping costs differ by region. See Shipping for details.

FedEx. The courier cannot be chosen.

Yes. Every watch is covered by shipping insurance. If a problem occurs in transit, contact us and we will take responsibility and resolve it.

All stores are open from 11:00 to 19:30.

Our stores are open every day, all year round, with occasional temporary closures. Please check our social media for the latest information.

Yes. Staff who speak English, Chinese and Korean are on hand, and we also use a translation device that supports 74 languages.

Two stores in Ginza (the Ginza Chuo-Dori Rolex specialist store and the GINZA Main Store), one in Shinjuku and one in Osaka Shinsaibashi. See Physical Stores for addresses and directions.