Second Hour - Shipping, Returns and Warranty Policy
Shipping: we ship exclusively with DHL to most countries. We’ve previously offered cheaper options, but this caused more headaches for both our customers and our support staff. DHL get it done right, fast and with great tracking information. They also provide excellent service to us when things don’t go to plan.
Dispatch Times: for watches in stock we ship within three business days. For watches on pre-order we ship once watches are tested and quality control checked here at Second Hour HQ in Melbourne, Australia. In all cases we provide a tracking number to your email or mobile number.
Shipping Cut-off: orders placed before 12pm Eastern Australian Standard Time can be shipped within one business day
Shipping Times*:
Australian Orders - 2 - 5 business days
International Orders - 3 - 8 business days
*Covid-19 has impacted some shipping routes, we ask for your understanding at this time
Local Pick-up: no local pick up is possible at this time
Location Restrictions: Russian customers must provide a business address for delivery, DHL are unable to ship to residential addresses in the Russian Federation.
DHL service most global locations, but may engage local providers where their network reach is not sufficient to attend your premises. This may delay movement of your order through the network.
Missing Packages: Once your package has been picked up by DHL it becomes the buyer’s responsibility to track. Where the delivery has encountered a delay please contact DHL in your local area, quoting the tracking ID we’ve provided.
Import Duties: we ship to pretty much all countries, but it is up to you, the customer, to ensure you are fully aware of your local import regulations and related charges. Second Hour does not have the resources to calculate, collect and remit import duties on behalf of our customers.
We will not cancel and refund orders due to import cost shock. For EU customers, you can purchase some models through Chronofactum and save on import costs.
Returns: our returns policy is very simple. A change of mind on receipt of a watch does not qualify for a return except at our discretion. Return shipping is at the customer’s expense. Refund of costs associated with the import of your watch is not possible.
Requests for return must be made and agreed to by Second Hour by making contact in all instances.
Where a return has been agreed after contact with us the watch must be returned in its original condition. A shipping address will be provided once agreement has been reached.
Questions to answer regarding your return:
- Have you removed the protective wrappers / stickers / hang tags?
- Have you adjusted the clasp?
- Have you adjusted the bracelet?
- Have you worn the watch?
- Have you had the watch longer than 14 days?
If the answer is YES to any of the above then the watch may not be covered by our returns policy - please contact us to discuss (see your warranty card).
Where we receive a watch and find signs of wear, adjustment or that the watch is not in its original packaging we will either return the watch to you or calculate an appropriate refund based on the cost of returning the watch to saleable condition.
Returned Undelivered: where a package has been returned undelivered Second Hour will make contact with you to ascertain your intention. We will endeavour to contact you via your nominated contact channels a minimum of three times. Where we have received no response within three months we will consider the package abandoned and it will be returned to inventory. Refunds will not be possible once the item(s) have been returned to inventory.
What’s your warranty period?
All our watches come standard with a 2 year warranty against defects in material or workmanship, valid from date of shipment. We have a return to base warranty policy and will investigate each warranty claim with the care and attention it deserves. Where our workmanship or parts are deemed to be at fault after investigation we will repair or replace as is appropriate - at our expense. Where the defect is related to misuse or lack of due care we will provide repair options before taking further action.
Who is Second Hour?
We are an Australian based watch company, working out of Melbourne since early 2019. Our founder, Peter Sargison, has been working in the corporate world for much of his natural life and is a passionate watch enthusiast with an ever changing (growing) collection. We love quality, but don’t appreciate over-priced watches, so we bring our beautifully built, high specification watches to you minus the greedy mark ups, saving you money.
Our small team’s experience in planning, scoping and delivering large scale projects has allowed us to develop a secure, quality focused supply chain that delivers in a consistent and timely manner, with watches built to perform to the highest standards. Our attention to detail and focus on providing caring customer service has led us to become a trusted brand in the watch community.
All our watches are 100% designed, tested and quality controlled right here in Melbourne by Second Hour. Quality is at the forefront of everything we do and we’re always looking for new manufacturing partners who can help realise our vision of creating the perfect blend of quality and affordability. Our aim is to progressively move toward in-house assembly and to secure local networks of suppliers, with a focus on sustainability through the use of recycled and biodegradable packaging.
