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CHRISTMAS GIFT? Shop before DEC 15

FAQ

When you choose D1 Milano, you become an important part of our value chain. Because we want your time with us to be efficient and rewarding, here are answers to some Frequently Asked Questions about our site, products and policies. If you have a question that isn’t addressed here, please contact us directly.

Return

Do you accept returns?
Yes, within 14 days of receiving the order, customers can return products to D1 Milano and get a full refund. The products customers’ wish to return must be in perfect condition with all the original packaging and components. Customers will have the full amount refunded once the watch arrives back to D1 Milano in good condition.
How do I return an item?

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.

How long will processing a return take?
On average, it takes approximately 5 business days for the returning parcel to arrive back to D1 Milano. Our Customer Service team will advise customers with more precise timing based on the courier service used and their location, while the refund will be issued back to the customer within 48 hours; upon the arrival of the returning parcel.
How will the refund be processed?
Any refund will be reflected on the customer’s Credit Card, PayPal, or Apple Pay account, within the next 15 days after the email notification is received.
Will it be possible to return an engraved item?
No, since this is a customized item we are not able to accept returns.

Exchange

Do you offer exchanges?
Yes, within 14 days when a customer receives their order, the customer can return or exchange their product. The product customers’ wish to exchange must be in perfect condition with all the original packaging and components. Customers may exchange it for another product of equal, higher, or lower value; and our Customer Service team will assist customers on handling the price difference (D1 Milano will refund customers the difference for lower-priced product and bill customers for the difference of a higher-priced product) and procedures for the exchange shipment.
How do I exchange an item?

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.

How long will processing an exchange take?
On average, it takes approximately 5 business days for the returning parcel to arrive back to D1 Milano, and another 5 business days for the new shipment of the exchanged product to arrive to the customer. The price difference will be settled along with the shipment arrangements, and our Customer Service team will advise customers with more precise timing based on the courier service used and their location.
What if there are price differences on my exchange transaction?

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.

Will it be possible to exchange an engraved item?
No, since this is a customized item we are not able to accept the exchange.

Delivery/Shipping

Delivery time
Average delivery time for our shipments are 5 business days.
When will my order arrive?

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.

How can I track my order?
Once an order has been dispatched from our warehouse, customers will receive an order confirmation email with the relevant tracking number to check the shipment status of their order. Please kindly check the spam inbox, in case the order confirmation email is located there.
Customers may also check the shipment status of their order by visiting the provided Courier's website, and input the tracking number provided by D1 Milano in the order confirmation email: aramex.com / dhl.com / ups.com / fedex.com.

Product information

Size and model help
Customers can find the main specifications of each watch on its relevant product page. If customers still need further advice regarding the size, fit, or model, please contact our Customer Service team by using the Contact Form.

Straps
Customers can discover and purchase our spare straps and metal bracelets by visiting the dedicated page.


If customers are unable to find what they are looking for, please contact our Customer Service team by using the Contact Form.

How can I adjust the strap/metal bracelet?
For bracelet links or strap adjustments, customers can visit a nearby watch specialist or retailer to ask for help if they are unfamiliar with the process and don’t have the necessary tools required.
Where can I find the product specifications?
Customers can find all the technical and design information about a product at the bottom of its page on our website.
If customers are unable to find what they are looking for, please contact our Customer Service team by using the Contact Form.

Order

How do I place an order?
Customers can simply add the product they wish to purchase to their shopping cart, then proceed to the checkout page and fill in their personal information, shipping address, and payment details.
How do I enter a discount code?
On the checkout page, there will be a discount code box in which customers can enter the relevant discount code to be reflected on the payment total. Please note that D1 Milano only accepts one discount code per order.
How do I know if my order went through successfully?

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.

I want to change or cancel my order
Please contact our Customer Service team by using the Contact Form.
Will I have to pay international taxes and duties?
For customers ordering from our European website, that have provided a shipping address within the European Union, the order will not be subject to import duties, as it will be shipped directly from our warehouse in Europe.
For customers ordering from our International website or outside the EU, most of the shipments will be subject to import duties that may vary depending on the country in which the order was shipped.
I received the wrong product. What should I do?
We do sincerely apologize for this inconvenience. Please contact our Customer Service team by using the Contact Form and provide detailed information and pictures of the received product, and our team will proceed to assess the situation and manage the request with utmost priority.

Payment

What payment methods can I use?
Credit Cards, PayPal, and Apple Pay.
Why didn’t my payment go through?

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.

How can I view prices in a different currency?
Click the $USD button on the D1 Milano website's main menu, and choose the preferred currency.
How can I request an invoice?
To request for an invoice to be shared in a PDF, please contact our Customer Service team by using the Contact Form, and provide the order information and any specific requests regarding the invoice details.

Warranty and Repair

Does D1 Milano offer a warranty?

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

How may I request for a repair service?

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.

I received a damaged product, what should I do?
We sincerely apologize for this inconvenience. Please contact our Customer Service team by using the Contact Form and provide detailed information and pictures of the damaged product. Our team will assess the situation and manage the request with utmost priority.

Store Locator

How can I find an authorized D1 Milano retail store?
Our products are sold worldwide, only through our authorized retail partners. Customers can find their nearest store by visiting the "Store Locator" section on the D1 Milano website, or by clicking here.

Sales Inquiries

How can I apply to be an authorized retailer for D1 Milano?
For those interested in applying to be one of D1 Milano’s authorized retailers, please submit a Company Profile by using the Contact Form, and we will forward the request to our Sales Team.

Caseback Engraving

How long will the laser engraving process take?
Laser engraving process will require approximately 3 working days. Please expect such deliveries to occur within 10 working days after the order is placed.
Will it be possible to return an engraved item?
No, since this is a customized item we are not able to accept returns.
Will it be possible to exchange an engraved item?
No, since this is a customized item we are not able to accept the exchange.