From shipping to pre-orders, from materials to warranty. Here you’ll find everything you need before and after your purchase.
Frequently Asked Questions (FAQ)
ORDER & PAYMENTS
Q: Which payment methods do you accept? A: We accept credit and debit cards, PayPal (where available), bank transfer, and selected local payment options. All payments are processed through secure gateways; Viqueria does not store your card details.
Q: Do I have to pay import duties or VAT? A: Orders shipped within the European Union include VAT. For orders shipped outside the EU, local taxes, duties, or customs fees may apply and are the responsibility of the customer.
SHIPPING & DELIVERY
Q: How long does delivery take? A: Average lead times: Italy: 1–3 business days EU: 3–6 business days Outside EU: 5–10 business days (depending on destination and customs clearance)
Q: Which couriers do you use? A: We use trusted express couriers with tracking. Once your order ships, you’ll receive a tracking link via email.
Q: How is my watch packaged? A: Every watch is shipped in a protective box, with the timepiece secured to avoid shocks and movement during transport.
PREORDER POLICY
Q: What is a preorder? A: A pre-order allows you to purchase an item that is not yet in stock, as it is still in production. The production process will be completed based on the total number of pre-orders received. As a result, the delivery time for pre-ordered items is different from regular orders. The expected delivery dates will be clearly listed on the product page and/or collection page. Since the items are still being made, these dates are estimates and may change. We will update the information if any changes occur.
Before finalizing your order, please check whether the product is available for pre-order. Once the pre-order is completed, you will receive a confirmation email with your order number.
Q: Can I modify a preorder? A: Yes, you can request to change the model you selected from the options available in the pre-order collection. Our team will check if your new choice is still available and will respond to your request as soon as possible. However, once the item has been shipped, no changes can be made to the pre-order.
Q: Can I combine a order with in-stock and pre-order watches? A: If your order includes both in-stock and pre-ordered items, we will ship the in-stock products right away, following our usual delivery times. The pre-ordered item will be shipped separately once it’s ready.
Q: Can I cancel a preorder? A: Yes, you can cancel a pre-order within 24 hours of placing it. To cancel, please contact our customer support team using the contact form, and provide your order number.
If more than 24 hours have passed, the pre-order cannot be canceled until the delivery date listed on the product page and/or collection page.
Once your order is canceled, you will receive a confirmation email, including details of the cancellation and your refund.
Q: Can I return the watch after receiving it? A: Yes, you have the right to return the watch within 14 days of delivery.
WARRANTY & RETURNS
Q: Can I return my watch? A: Yes. You can return your purchase within 14 days from delivery, provided the watch is unworn, with protective films intact and complete with all accessories. Please contact us first to receive return instructions at info@viqueriawatches.com
Q: What does the warranty cover? A: All Viqueria watches include a 24-month international warranty covering manufacturing defects. The warranty does not cover: normal wear, accidental damage, misuse, or water damage beyond the stated resistance level.
WATCHES & SPECIFICATIONS
Q: Are Viqueria watches suitable for diving? A: Generally speaking yes, even if every watch model has its own rating. Please check it in the specifications.
Q: How does the GMT function work? A: The GMT hand (on models with the Seiko NH34 movement) completes one rotation every 24 hours. You can set it to track a second time zone and use the 24h bezel for a quick third zone reference.
Q: What lume do you use? A: The most part of our watches use Super-LumiNova BGW9 and C3, which glows bright blue in the dark after exposure to light.
AFTER-SALES & MAINTENANCE
Q: How do I size my bracelet? A: We recommend you asking that in the order note or by visiting a trusted watchmaker to adjust bracelet length. Some models include a tool kit; alternatively, you may request additional links if needed.
Q: Do you offer spare parts? A: Yes. Spare links, straps, crystals, and gaskets are available upon request. Please contact our support team for availability.
Q: How should I care for my watch after swimming? A: Always rinse the watch in fresh water after exposure to salt water or chlorine, and ensure the crown is screwed down before entering the water.
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Last updated: February 2022
About Viqueriaand this Privacy Policy
In this Privacy Policy, we use the term Viqueria Italian Watch Company srls (and "we", "us" and "our") to refer to the head office of Viqueria our affiliates and our boutiques.
Please take a moment to read the following policy that explains how we collect, use, disclose and transfer the personal information that you provide to us on our websites, mobile applications and other digital platforms (together referred to as the “Platforms”), when you visit a Viqueria boutique, contact Viqueria by telephone, or when you interact with us over social media platforms. It also explains how we collect information through the use of cookies and related technologies when you use our Platforms.
Where we offer our products for sale online or by phone you must read the applicable Conditions of Sale, which will govern the terms and conditions of any such purchases made in this way.
Updates to this Privacy Policy
From time to time we may update this Privacy Policy. When we do, we will publish the changes on this Platform.
Information you provide to us and how we use it
We collect the information from you as detailed below:
To access certain areas of our Platform, you will need to register with us. During the registration process you will be asked to submit personal information about yourself (including your name and address, date of birth, e-mail address and telephone number). By entering your details in the fields requested, you enable Viqueria to provide you with the services you select;
When you purchase products online or by phone, we collect information such as your purchase details and relevant payment information. In addition, we will also collect personal information from you when you correspond with us (for example, if you contact us with a query about one of our products or services), when you provide your details when you visit a Viqueria boutique or contact the Viqueria concierge by telephone. Please note that phone calls will on occasion be recorded for security, training and development purposes;
If you choose to interact with Viqueria via a social media platform or other third party service, we will collect the information you have provided to us through that platform;
We also collect certain information automatically about visitors to our Platform, described in the section headed "Cookies and other information that we automatically collect", below; and
We will collect information about your location to the extent that we provide any location services, described in the section headed “Location services” below.
We will use the information we collect from you to:
Manage and fulfil purchase and repair orders, facilitate delivery, and to provide after-sales services;
Manage our accounts and records;
Deal with your enquiries and requests;
Send service related communications, including announcements and administrative messages such as order confirmation;
Identify products and services we think you might be interested in based on your information, such as your purchase history and your previous interactions with us;
Send you marketing communications (including e-mails and social media audience matching) relating to us and other third party partners and that we think may be of interest to you where we have a legitimate basis to do so (please see the “Your choices” section below for further information about how you can control these updates);
Conduct market research so that we can continuously improve the services we provide to our customers;
Undertake credit checking, prevention of fraud and other prohibited or illegal activities as part of our efforts to keep our Platform and services secure; and
Understand how our Platform is used so that we can continuously improve our Platform and services and other offerings.
Cookies and other information that we automatically collect
Like most platforms, Viqueria logs IP addresses and uses cookies and similar technologies that allow us to recognise you and to customise your experience, and provide us with information about the way our visitors access our Platform. You can find out more about how we use cookies and related technologies below.
What is a cookie?
Cookies are text files, containing small amounts of information, which are downloaded to your computer or mobile device when you visit a website or mobile application. They are used to recognise your computer as you move between pages on a website, or when you return to a website or mobile application you have visited previously. Cookies are widely used in order to make platforms work, or to work more efficiently, as well as to provide information to the owners of the platform.
We use cookies to enhance the online experience of our visitors (for example, by remembering your language and/or product preferences) and to better understand how our Platform is used. Cookies will tell us, for example, whether you have visited our Platform before or whether you are a new visitor. They can also help to ensure that adverts you see online are more relevant to you and your interests.
There are two broad categories of cookies:
First party cookies, served directly by Viqueria to your computer or mobile device. They are used only by Viqueria to recognise your computer or mobile device when it revisits our Platform.
Third party cookies, which are served by a third party service provider on our Platform, and can be used by the service provider to recognise your computer or mobile device when it visits other platforms. Third party cookies are most commonly used for platform analytics or advertising purposes.
Cookies can remain on your computer or mobile device for different periods of time. Viqueria uses both 'session cookies' and ‘permanent cookies’. Session cookies exist only while your browser is open and are deleted automatically once you close your browser. Permanent cookies survive after your browser is closed, and can be used to recognise your computer or mobile device when you open your browser and browse the internet again.
What cookies does Viqueriause?
The Platform serves only the following types of cookies to your computer or mobile device:
TYPE OF COOKIE
PURPOSE
Cookies necessary for essential purposes
These cookies are essential to provide you with services available through this Platform
and to use some of its features, such as access to secure areas. Without these cookies, services
you have asked for, like transactional pages and secure login accounts, would not be possible.
Functional Cookies
These cookies serve a variety of purposes related to the presentation, performance and
functionality of this Platform. Their overall purpose, however, is to enhance visitors'
experience and enjoyment of this Platform.
For example, some of these cookies enable visitors to specify language, product or other
platform preferences.
Performance Cookies
These cookies are used to collect information about how visitors use our Platform.
The information gathered does not identify any individual visitor and is aggregated. It
includes the number of visitors to our Platform, the platforms that referred them to our
Platform and the pages that they visited on our Platform.
We use this information to help run our Platform more efficiently, to gather broad
demographic information and to monitor the level of activity on our Platform.
Advertising Cookies
When you visit our Platform or click on advertisements or promotional areas on the
Platform these cookies are used to deliver adverts more relevant to you and your interests.
They are also used to limit the number of times you see an advertisement as well as help to
evaluate the effectiveness of advertising and promotion.
They are usually placed by advertising networks with our permission. They remember that
you have visited a platform and this information is shared with other organizations such as
advertisers.
Social cookies
These cookies enable users to share pages and content through third party social
media and other platforms. The companies that serve these cookies may also use
your information to serve targeted advertising on other platforms.
Further detailed information about the specific cookies used on this Platform and the third parties who serve them can be found in our cookie consent tool. You can use this cookie consent tool to control your cookie preferences.
How to control or delete cookies
We use non-essential cookies on the basis of your consent. You have the right withdraw that consent and refuse the use of cookies at any time and we have explained how you can exercise this right below. However, please note that if you choose to refuse cookies you may not be able to use the full functionality of our Platform.
You can set your cookie preferences by using our cookie consent tool or by changing your browser settings so that cookies from this Platform cannot be placed on your computer or mobile device. In order to do this, follow the instructions provided by your browser (usually located within the “Help”, “Tools” or “Edit” facility).
If you would like to learn more, please visit http://www.aboutads.info/choices/. More detail on how businesses use cookies is available at www.allaboutcookies.org. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
IP addresses
We will collect information about your computer or mobile device, including where available your IP address, operating system, log-in times and browser type. We use this information to better understand how visitors use our Platform and for internal reporting purposes. We will anonymise and share this information with advertisers, sponsors or other businesses.
About Advertising
The Platforms use third parties such as network advertisers and ad exchanges to serve you ads on third party platforms after you leave our Platforms, and we use third party analytics and other service providers to evaluate and provide us and/or third parties with information about the use of the Platforms and viewing of ads and of our content. Network advertisers are third parties that display advertisements, which are based on your visits to the Platforms and other apps and sites you have visited. Third party ad serving enables us to target advertisements to you for products and services that you might be interested in.
Third party tracking technologies are not controlled by us, even if they are associated with our Platforms or our ads. Statements regarding our practices do not apply to the methods for collecting information used by these third parties and others or the use of the information that such third parties collect. The relevant third party’s terms of service, privacy policy, permissions, notices and choices should be reviewed regarding their collection, storage and sharing practices. We make no representations regarding the policies or practices of third party advertisers or advertising networks or exchanges or related third parties.
You have choices in respect of the delivery of ads. You can opt-out of receiving certain types of behavioural ads by visiting the third party websites described in the section headed “How to control or delete cookies” above. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Location services
Some of the services that we provide are able to use information about your location. For these services, which are typically available on mobile devices or applications, you are provided with the opportunity to provide your consent to the use of location services, which, for example, process information deriving from GPS, sensors, beacons or Wi-Fi access points in order to allow you to benefit from a more personalised service. Your device will have settings that allow you to turn off these services should you no longer wish to benefit from them.
Sharing your information
We do not share personal information about you with other people or non-affiliated companies except under the following circumstances:
we will disclose your personal information to third party providers for the purposes of providing online and other payment services, handling credit checks and fraud prevention, and any other services required in order for us to use your information for the purposes specified in the section entitled Information you provide us and how we use it;
we will disclose your personal information to any law enforcement agency, court, regulator, government authority or other third party where we believe this is necessary to comply with a legal or regulatory obligation, or otherwise to protect our rights or the rights of any third party; and
we will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business. Should such a sale or transfer occur, we will use reasonable efforts to try to ensure that the entity to which we transfer your personal information uses it in a manner that is consistent with this Privacy Policy.
International transfers
Information we collect may be transferred to, stored and processed in any country or territory where one or more of our affiliated group companies or third party service providers are located or maintain facilities. Some of these third parties will use cloud-based storage solutions. While other territories may not have the same standards of data protection as those within your home country, we will continue to protect the personal information we transfer in accordance with this Privacy Policy.
Protecting your information
We want you to feel confident about using our Platform, and we are committed to protecting the personal information we collect. We limit access to personal information about you to employees who reasonably need access to it, to provide products or services to you or in order to do their jobs. We have appropriate technical and organisational physical, electronic, and procedural safeguards to protect the personal information that you provide to us against unauthorised or unlawful processing and against accidental loss, damage or destruction. However, where we ask you to choose a password in order to access certain parts of our Platform, you are responsible for selecting a secure password and keeping that password confidential. You should choose a password which you do not use on any other site, and you should not share it with anyone else.
Your choices
You have the right to ask for access to any personal information that we hold about you in our records, to correct any inaccuracies and to update any out-of-date information. In some circumstances, you have the right to request the erasure of your personal information or a restriction of its use.
You have the right to object to us processing your personal information in some cases. In particular, you can ask us to stop sending you direct marketing communications at any time (however please note that we may continue to send you service-related (i.e. non-marketing) communications, such as e-mail updates on your order status). If you wish to exercise any of these rights, please write to us at the address listed below.
You may unsubscribe from e-mail marketing communications at any time by e-mailing the address below in the section headed “Contact us” or clicking on the ‘unsubscribe’ link in any Viqueria e-mails.
California Privacy Rights
This section applies solely to the personal information collected online and offline of California consumers (excluding our employees, applicants, staff and contractors). This section is intended to address the relevant notice requirements of the California Consumer Privacy Act of 2018 (the “CCPA”), and uses certain terms that have the meaning given to them in the CCPA.
Your information, sources and purposes: Please refer to the sections above headed “Information you provide to us and how we use it” and “Cookies and other information that we automatically collect” for a description of the personal information we may collect about you (or have collected in the preceding 12 months) and the sources of such information (such as directly from you and your device or through certain third parties). These sections also describe the purposes for which we may use or have used such information.
Sharing your information: We may have shared your personal information with certain categories of third parties, as described in the section headed “Sharing your information” above.
Selling your information: We have not sold personal information in exchange for monetary compensation. As described in the sections headed “Cookies and other information that we automatically collect” and “About Advertising”, we may allow certain third parties (such as certain advertising partners) to collect your personal information via automated technologies on our Platforms in an effort to serve you content and advertisements that may be of interest to you. You have the right to opt out of this disclosure of your information, as described in the section headed “How to control or delete cookies.”
Your rights: Subject to exceptions under applicable law, you may have certain choices regarding our use and disclosure of your personal information, as described below:
Access: You have the right to request, twice in a 12-month period, that we disclose to you the personal information we have collected about you during the past 12 months and details regarding our collection, use, disclosure and sale, if any, of such information.
Deletion: You have the right to request that we delete certain personal information we have collected from you.
Opt-Out of Sale: You have the right to opt out of certain cookie use, as described in the section headed “How to control or delete cookies.”
To exercise your rights, please contact us as described in the section headed “Contact Us” below. If you exercise your rights, we may require you to provide certain information to verify your identity (such as your name, email address, phone number and/or address) or the authority of any third person acting on your behalf.
No discrimination: If you choose to exercise any of your rights under the CCPA, youhave the right to not receive discriminatory treatment by us. This section is available in alternative formats upon request by contacting us as described in the section headed “Contact Us” below.
Personal, family and household clients: In addition, under California Civil Code Section 1798.83, if you are a California resident and your business relationship with us is primarily for personal, family or household purposes, you may request certain data regarding our disclosure, if any, of personal information to third parties for the third parties’ direct marketing purposes. To make such a request, please send an e-mail message to our e-mail address below with “Request for California Privacy Information” in the subject line.
You may make such a request up to once per calendar year. If applicable, we will provide you, by e-mail, a list of the categories of personal information disclosed to third parties for their direct marketing purposes during the immediately preceding calendar year, along with the third parties’ names and addresses. Please note that not all personal information sharing is covered by Section 1798.83’s requirements.
Children
The Platform is not directed at anyone who we know to be under the age of 13, nor do we collect any personal information from anyone who we know to be under the age of 13. If you are under the age of 13, you should not use the Platform and should not submit any personal information to us.
Contact us
If you have any questions or comments about this Privacy Policy, or privacy matters generally, please contact us at the address provided below. You can also use this address if you wish to request access to the personal information we hold about you or to unsubscribe from any further e-mail marketing communications.
If you have any questions about this Privacy Policy or the manner in which your information may be processed, please contact us at info@viqueriawatches.com
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