Frequently Asked Questions.
01. Order & Delivery
If you want to change your delivery address, please, contact us right away and we will do our best to do so.
Unfortunately, if the order has been already shipped, we will not be able to change your address. However, please get in touch with us and we will discuss further steps with you.
Unfortunately, once the order is submitted, we are not able to change it. In this situation, we offer you to contact us and cancel your order. Note that we can only cancel orders before they are shipped.
In case the order has been already shipped, our standard return policy applies.
To place an order follow these steps:
- Choose the item(s) you want
- Add it to your cart
- Click on “Check Out” to purchase your order
Fill in the requested information or press on “Log in” if you already have an Franz Bohler account. Please double-check if you filled your details correctly to ensure that you receive your confirmation letter and your order is delivered without any complications.
- Select the desired shipping method.
- Click on “Proceed to Paypal”. Log in to your account or fill in the requested information.
- Click on “Complete order” to place the order. After a few minutes, you will receive your confirmation letter via email.
If you need any additional help, feel free to contact us via help@franzbohler.com. We will be happy to assist you.
If you have ordered successfully, you will soon receive an order confirmation letter via the e-mail address you provided at the checkout page.
If you did not receive a confirmation letter, please contact us via help@frnazbohler.com or fill in this contact form. We will be happy to help you.
When your order is successful, you should receive an order confirmation letter. If you have not received it in two hours, this could be due to several factors:
- Did you by any chance enter the wrong e-mail address? If this is the case, write us an email via help@franzbohler.com. We will change your e-mail address and send you the order confirmation again.
- Did you check the Spam/Junk Mail folder? Sometimes it can be marked as a spam by your e-mail provider.
- The order could not be completed as successful. In this case, your payment is pending and that means your order is still not confirmed. Please check your bank statement or Paypal account.
If none of the above apply, please contact us via help@franzbohler.com. or fill in this contact form. We will be happy to assist you.
If something is missing from your order, please contact us via help@franzbohler.com within 48 hours after receiving your package. In this case, any later complaint is not possible. Our customer care team will investigate the situation and either send you a refund for a missing product or re-ship the ordered product.
Our orders do not contain any kind of paperless invoice – only the one you get to your e-mail. In the parcel you will only find a packing slip which shows the name(s) of the product(s) from your order.
Unfortunately, at this moment we do not offer a gift-wrap. However, all of our products come in a beautiful box.
02. Shipping & Delivery
Even though we seek to provide a word-wide shipping, there are still countries we cannot ship to. To check if we ship to your country, simply try to choose it on the check-out page. If the desired shipping country cannot be found there, that means our courier service is unable to deliver there.
Depending on your location, orders can be shipped from Lithuania, Russia or UAE.
We are offering worldwide free shipping for orders over 50 EUR. If your total sum of the order is less than 50 EUR, a small shipping charge will be added to your order. This charge depends on the destination region: shipping to Europe costs 10 EUR, to other regions – 20 EUR.
There will be no additional amount of duties and taxes added to the final delivery. However, please note that depending on your country you may be charged additional taxes from your local customs authority. Please keep in mind that Franz Bohler is unable to inform you about your local taxes.
We are offering worldwide free shipping for orders over 50 EUR. If your total sum of the order is less than 50 EUR, a small shipping charge will be added to your order. This charge depends on the destination region: shipping to Europe costs 10 EUR, to other regions – 20 EUR.
There will be no additional amount of duties and taxes added to the final delivery. However, please note that depending on your country you may be charged additional taxes from your local customs authority. Please keep in mind that Franz Bohler is unable to inform you about your local taxes.
We try to deliver your order as soon as possible. Most orders are processed within 24 hours of credit card approval. If a band adjustment is needed please allow an additional 2-3 Business Days for the watch to be serviced. Orders placed on Saturday and Sunday will be processed on Monday. Orders placed on an official holiday will be processed on the following business day.
Even though we always seek to deliver your order on time, we acknowledge that the unpredictable events could happen. External factors, such as extreme weather conditions and technical failures, can occasionally cause some delays. Therefore, we ask for your patience and understanding when it happens.
If the tracking shows that your order has been delivered, but indeed it hasn’t, please contact us via help@franzbohler.com or fill in this contact form. When writing to us, please state your full name, order and tracking numbers – this will speed up the process.
After receiving your letter, we will start an investigation with our shipping carrier. We will keep you updated during this process. In case a parcel went missing as the result of shipping carrier, we are going to re-ship your ordered product immediately.
03. Retun & Exchange policies
You can return your purchased item(s) within 30 days of receiving your order and get a full refund. Please note that returned product(s) and its original packaging have to be returned in the same state in which you received it in. All of the labels and plastic protection films must be intact and the watch has to be inactivated. The buyer is only allowed to unpack and/or to use the ordered product as far as is needed to be able to determine whether he/she wants to keep the product.
In case of return during the trial period, Franz Bohler will credit the buyer within 14 days after receiving the return shipment. Any credit due as a result of a return shipment, will be refunded to the account that the buyer used to pay the original order.
Unfortunately, we do not offer a direct exchange service. Kindly note that if you want to change your watch, you have to return your purchased item and order once again.
If you have more questions about return and exchange policy, please contact us via help@franzbohler.com or fill in this contact form.
Unfortunately, we do not offer a direct exchange service. If you want to change your watch, you have to return your purchased item and order once again.
Please remember that a returned item must be returned in the same stage and original packaging in which you received it.
If you have more questions about the return process, please write us a letter via via help@franzbohler.com or fill in this contact form. We will be happy to assist you.
Please kindly note, that if you want to return your order, you will need to bear the cost of shipping your purchased goods back to us.
Once your returned item is processed, we will send you a refund right away. Please note that it can take up to 14 days for us to send your money back. Once the refund is processed, you will receive a confirmation letter via the e-mail.
In case you did not receive your refund in two weeks, please contact us via help@franzbohler.com or fill in this contact form. We will be happy to help you.
Once your returned item is processed, we will send you a refund right away. Please note that it can take up to 14 days for us to send your money back. Once the refund is processed, you will receive a confirmation letter via the e-mail.
In case you did not receive your refund in two weeks, please contact us via help@franzbohler.com or fill in this contact form. We will be happy to help you.
The return form is mandatory to return your order. However, a copy of your invoice could also help our return department.
If you did not put anything in the parcel, it is going to be rather difficult to assign your return. Nevertheless, if this happens please contact us via help@franzbohler.com or fill in this contact form. When writing to us, please state your full name, order and tracking numbers – this will speed up the process and help our return department to check if your returned items have arrived at our warehouse.
04. Payment & Security
You can pay for your orders via Paypal. To do so, just simply press “Proceed to Paypal” in the checkout page. You can either log in to your account or fill in the requested information – you are going to need your credit card to do that.
This could happen due to several reasons. Firstly, please check with your bank, maybe there are some errors. If this is not the case, please contact us via help@franzbohler.com or fill in this contact form. We will be happy to assist you.
After your payment is proceeded you should get a confirmation letter on your e-mail. Sometimes it can take up to 24 hours to process your payment, therefore we recommend to wait at least one day before contacting us. If you cannot see a transaction on your bank statement, feel free to contact us via help@franzbohler.com or fill in this contact form. We will be happy to help you.
We do not receive or store any of your payment information. All transactions and payment data is directly handled by Paypal. Your credit card details and other sensitive information is sent directly to bank, therefore we cannot read or access this information.
The warranty for Franz Bohler timepiece is valid for a period of twenty-four (24) months from the date of purchase from an authorised and approved Franz Bohler seller.
Manufacturer`s warranty covers manufacturing defects and is only valid if stamped and dated by the seller and supplied with a proof of purchase. Under the twenty-four (24) months warranty the only components that are covered are the watch movement, hands and dial. Components that are covered under this repair warranty will be repaired free of charge if the watch proves to be defective in material or workmanship under normal use.
If the component cannot be repaired, the watch will be replaced free of charge to a new one. We cannot guarantee that you will receive the same model watch, but a watch of equal value will be provided.
For repair work that is not covered under this warranty, the Franz Bohler repair center may perform the required services for a charge. This charge will be dependent on the watch style and the type of work requested. Please note that these charges are subject to change.
The above manufacturer`s warranty is independent of any warranty that may be provided by the seller, for which he carries sole responsibility. This warranty does not affect the purchaser`s rights against the seller or any other mandatory statutory rights the purchase may have. These rights may vary from state to state and country to country.
The manufacturer`s warranty does not cover:
- the life of the battery.
- normal wear and tear and aging (e.g. scratched crystal; altercation of the color and / or material of non-metallic straps and chains, such as leather, plastic, textile; peeling of the plating);
- any damage on any part of the watch resulting from abnormal/ abusive use, lack of care, negligence, accidents (knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-observance of the use directions provided by franz Bohler;
- indirect or consequential damages of any kind resulting from e.g. the use, the non-functioning, the defects or the inaccuracy of the Franz Bohler watch;
- the Franz Bohler watch handled by non-authorized person (e.g. for battery replacement, services or repairs) or which undergoes alterations in its original condition beyond Franz Bohler brand control.
If you think that the damage of your watch is covered by the warranty, please contact us via help@franzbohler.com or fill in this contact form. Please do not forget to include the proof of purchase, photos of the damage and description of what happened. In this way you will not only speed up the process, but also, we will be able to provide you with the solution right away.