FAQ

We are unable to offer a free exchange or returns service. In the case where a customer does not like the product and requests a return, the customer will need to bear the shipping cost of returning the original watch back to D1 Milano.

There are two ways to return the parcel:

1) D1 Milano will organize a pick up service to collect the watch from the customer. Please contact our Customer Service team using the Contact Form to arrange the pick up, and follow the processes required for the exchange; (Customers will need to bear the cost of the pick up service. D1 Milano will advise the final cost before initiating the pick up process, and this cost will be deducted from the refund amount, once the watch arrives back to D1 Milano in good condition);

2) Customers can also use their preferred parcel service to ship the original watch back. D1 Milano recommends using a registered parcel service so both customer and D1 Milano are able to track the status of the parcel. Please provide the tracking number to our Customer Service team by using the Contact Form.

D1 Milano will process a full refund amount to the customer within 48 hours, once the watch arrives back to D1 Milano in good condition.

Please follow the processes listed below when returning the parcel to us:

1. Re-pack the product in its original packaging with labels and tags still attached.

2. Make sure the correct address and shipment information is used for the returning parcel (D1 Milano will cross-check all the information with customers if they choose to use the pick up service provided by D1 Milano)

3. Obtain proof of postage from the Post Office/Courier. Please do not post the parcel through the post box, without first obtaining the certificate of posting and tracking number.

4. Keep the certificate of postage safe as it will be required to validate the proof of return.

5. Please return the parcel to the following addresses' listed below, and also include the order number.

Europe (including UK, Switzerland)

KWL Warehousing & Logistics

Bamfordweg 1, 6235 NS Ulestraten

The Netherlands

Tel:+31 (0) 43 763 20 74

Rest of the World

Luminal Agency Limited

Unit 802, 8/F, Laws Commercial Plaza

788 Cheung Sha Wan Road Cheung Sha Wan

Hong Kong

Once our warehouse receives the product, we will first assess its condition (in original packaging with all components and accessories included), and then our Customer Service team will coordinate with the customer for the correct amount to be refunded and process the refund within 48 hours.

We are unable to offer a free exchange or returns service. In the case where a customer does not like the product and requests an exchange, the customer will need to bear the shipping cost of returning the original watch, and D1 Milano will cover the shipping cost of the new product.

The exchange procedures will start upon the returning of the original watch back to D1 Milano, and there are two ways to return the parcel:

1) D1 Milano will organize a pick up service to collect the watch from the customer. Please contact our Customer Service team using the Contact Form to arrange the pick up, and follow the processes required for the exchange; (Customers will need to bear the cost of the pick up service. D1 Milano will advise the final cost before initiating the pick up process).

2) Customers can also use their preferred parcel service to ship the original watch back. D1 Milano recommends using a registered parcel service so both customer and D1 Milano are able to track the status of the parcel. Next, please provide the tracking number to our Customer Service team by using the Contact Form and specify the new product to be exchanged with the original.

Please follow the processes listed below when returning the parcel to us:

1. Re-pack the product in its original packaging with labels and tags still attached.

2. Make sure the correct address and shipment information is used for the returning parcel (D1 Milano will cross-check all the information with customers if they choose to use the pick up service provided by D1 Milano)

3. Obtain proof of postage from the Post Office/Courier. Please do not post the parcel through the post box, without first obtaining the certificate of posting and tracking number.

4. Keep the certificate of postage safe as it will be required to validate the proof of return.

5. Please return the parcel to the following addresses' listed below, and also include the order number.

Europe (including UK, Switzerland)

KWL Warehousing & Logistics

Bamfordweg 1, 6235 NS Ulestraten

The Netherlands

Tel:+31 (0) 43 763 20 74

Rest of the World

Luminal Agency Limited

Unit 802, 8/F, Laws Commercial Plaza

788 Cheung Sha Wan Road Cheung Sha Wan

Hong Kong

Once our warehouse receives the product, we will first assess its condition (in original packaging with all components and accessories included), and then our Customer Service team will assist on the product exchange.

In cases where the new watch to be exchanged has a higher price than the original watch, the price difference will be settled together with the shipping charges (if any), after the original watch arrives back to D1 Milano, and before the new product to be exchanged is shipped.

In cases where the new watch to be exchanged has a lower price than the original watch, the price difference will be refunded through the original payment method used by the customer, during the same moment when the original watch arrives back to D1 Milano and the new product to be exchanged is shipped.

Our Customer Service team will provide more details on this process.

Our warehouse will process orders starting from the next business day after the order is submitted. Please allow 5 business days for delivery.

Please note that our delivery time frames are only estimates, and may vary in the event of external factors such as; Holidays, Courier's performance during peak seasons, or a Country’s restrictions.

In the event that the customer’s designated shipping country is affected by one of the above factors, the customer will be notified by a relevant disclaimer at the checkout page.

As soon as the transaction has been processed, customers will receive an email with the order confirmation and order number. Customers can always access their order information by clicking on the "VIEW YOUR ORDER" button located in that email.

In the case that customers are unable to find any such emails from D1 Milano, even after checking their spam inbox, there may be a chance that the email address provided when placing the order was wrong. Please contact our Customer Service team by using the Contact Form, and provide as many details as possible regarding the order, in order to allow us to better locate it.

The reason this may occur is because our payment gateway provider automatically rejects any payments that contain mismatched or unclear information or payment and billing details, as a means to protect customers from possible risks or frauds.

If this occurs, we suggest customers to try the following methods below, and proceed to make the payment again:

- Use their own Account and own Credit Card;

- Disconnect from any VPNs, and use secured networks;

- Use a device often used to place online orders, or another secured device;

- Ensure all the information provided when placing the order is correct.

D1 Milano offers a 2-Year warranty guarantee service for customers who purchase our products directly on the D1 Milano website.

For products purchased from our website, our warranty is for 2 years from the date of purchase. We will replace or repair a watch if the defect is covered by the warranty.

For customers purchasing from other channels, such as local authorized retailers, the warranty service will be handled by the original retailer.

The warranty covers manufacturing defects due to faulty material or workmanship only on the watch components itself (movement, case, bracelet or strap, hands and indexes) under normal condition of use. Other components or areas not included in the above will not be covered by this warranty.

Customers requiring further information about the warranty, please send an email to our Customer Service team using the Contact Form. Specify the full name, address, and order number references (if purchased through our website), and a detailed description of the problem.

Note that repair/replacements will not be processed under the warranty in the following cases:

-Failure or damage caused by improper use or carelessness (dents, crushing, broken glass, etc.)

-Failure or damage caused by unjustifiable repair or customization

-Aesthetical changes that occur during normal wear and tear, or aging occurrences (minor scratches, color changes on the case or strap, peeling of the plating)

-If no proof of purchase is available

-Battery replacement

We suggest customers to refer to the place where they originally purchased the product (official retailers, D1 Milano official website).

In the case that the warranty for repairs is not covered by either party, or the watch was not purchased from our official channels, or if the 2-Year period has expired, please note that additional costs may occur and will need to be borne by the customer.