FAQ

Get in Touch

Chat with us online, or call 877-234-8870, Monday–Friday, 9 a.m. to 5 p.m. EST. You can also email anytime: contact@nacrewatches.com

Orders

• What payment options do you accept?

  All payments made on www.nacrewatches.com are secure. We accept Visa, Mastercard, American Express, Discover, JCB and Diners Club. You may also checkout with PayPal or ApplePay, and we even offer financing through Affirm.

• How long will it take to process my order?

  We offer same day shipping on orders received and verified by 3:00 PM EST (M-F). Orders placed after 3:00 PM EST (M-F) and on holidays are processed the next business day. When your order is confirmed and shipped you will be notified by email with the tracking number for your shipment.

• How do I change or cancel my order?

  We process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to change or cancel an order is to call us at 877-216-0884.

• Does Nacre charge sales tax?

  We charge sales tax only on orders shipped to Florida.

International Orders

• What countries will Nacre ship to?

  Nacre ships to over 45 countries and regions around the world: Andorra, Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Maldives, Malta, Monaco, Netherlands, Netherlands, Lesser Antilles, New Zealand, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States Minor Outlying Islands.

• What are the international shipping charges?

  We are proud to offer free worldwide shipping to over 45 countries and regions.

• How long will it take to process my international order?

  International orders ship within 1-2 business days due to address validation and additional fraud controls. Once your order ships, international priority typically arrives within 6-10 business days. For international express, orders usually arrive in 4-6 business days. When your order is confirmed and shipped from our distribution center you will be notified via email of the tracking number for your shipment. Once your package departs the United States, tracking updates are no longer available through USPS. As long as foreign customs does not hold your package, your order should arrive within the timeframes outlined above.

• Will I have to pay customs on international orders?

  Not all packages shipped internationally are inspected by foreign customs. However, Nacre is not responsible for additional costs such as duties, VAT, etc. Since customs policies vary from country to country and frequently change, please contact your local customs authority to confirm all potential charges prior to placing an order. Customs charges are levied by your government and are not covered by the cost of shipment from Nacre.

• International orders that are refused by customers are non-refundable.

Shipping

• How much is shipping?

  We offer free economy shipping worldwide. Domestic orders in the United States typically arrive in 3-5 days. Two rush UPS shipping options are available: 2nd Day ($25) and Next Day Air ($35).

Returns & Exchanges

• What is your return policy?

  You may return or exchange an item within 30 days from the date of purchase for a full refund, as long as the item is returned in its original condition*.

  *The product(s) must be unworn/unused – in its original packaging with labels and protective stickers intact - still in the same brand new condition as when the watch was originally received.

  Returns that meet our return requirements are refunded to the original payment method within two business of receiving the return package.

  Nacre reserves the right to refuse any return merchandise that does not meet the above requirements.

  If your return is not accepted, the item will be sent back to you and a refund will not be issued. We appreciate your honesty in not returning used or worn items.

  If you would like to exchange your watch for a different style in our collection, or have any concerns or questions regarding your purchase, please reach out to us through live chat, by phone 877-216-0884, or e-mail: contact@nacrewatches.com.

• How do I request a return or exchange?

  To request a return or exchange, simply reach out to us through live chat, by phone 877-216-0884, or email: contact@nacrewatches.com. Once you have submitted your request, a return authorization and domestic shipping label will be emailed to you within 48 hours.

  Original shipping costs are non–refundable, and a $10 fee will be applied if you choose to use our domestic return label. Nacre reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.

• What if I have an international return?

  If you are located outside of the US and want to return an international order, please email contact@nacrewatches.com.

  International return or exchange shipping charges are the responsibility of the customer. Please note that international orders returned to sender are non-refundable.

Use & Care

• How do I set the time?

  • 1. Remove the plastic stopper.
  • 2. Pull crown out to the 1st position.
  • 3. Rotate crown to set the time.
  • 4. Press crown in to set.

• How do I change my watch strap?

  Remove

  • 1. Locate the pin bar on the back side of the strap.
  • 2. Pull down the pin release to remove the strap.

  Replace

  • 1 Start with the pin on the opposite side of the pin release.
  • 2 Hold down the pin release and slide the strap between the lugs.
  • 3 Release the pin to lock in the strap.

• How do I clean my watch?

  We recommend storing your watch in the Nacre microfiber pouch included with your purchase. We also recommend using this pouch to remove any fingerprints or oils to clean your timepiece. Gently wipe your watch to avoid scratching the surface.

• How do I clean my leather strap?

  For advice on general maintenance and care of the leather, we recommend that you take your strap to a trusted leather goods repair shop.

• What is a Nacre pearl?

  Nacre pearls are formed from a crystal core which has many layers of mother of pearl applied, using a process very similar to the way natural pearls are made. Man-made pearls allow us to meet the engineering tolerances required, while still making an affordable timepiece.

Mesh Strap

• How do I secure the clasp on my Milanese mesh strap?

• How do I adjust the size of my mesh strap?

  • 1. Use the included tool to lift bar.
  
  • 2. Slide clasp to size.
  
  • 3. Press bar back down.
  

2 Year Limited Warranty

• Your Nacre warranty is valid for your purchase from nacrewatches.com and is guaranteed free from any manufacturing defects for two years from the date of purchase. Our warranty includes the watch movement and battery replacement. The Nacre warranty does not cover the watch case, crown and stem, crystal and glass, nacre pearls, finishes, damage caused by extreme wear and tear, or damage sustained under conditions exceeding water resistance. This two year limited warranty does not cover any damage or defects due to intentional or accidental misuse or abuse, loss, or theft. Upon expiration of the warranty period, any repairs will be subject to a service charge.

  Improper repair or warranty service performed by someone other than Nacre voids this warranty.

  All shipping and handling costs in connection with warranty service are the responsibility of the customer.

  If any implied warranty, including without limitation any implied warranty of merchantability or fitness for a particular purpose, lasts longer than this two year express warranty, the implied warranty is limited to the two year period of this warranty.

  For questions concerning your warranty, please call us at 877-216-0884 or email: contact@nacrewatches.com.

Affirm

• What is Affirm?

  Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant financing for online purchases to be paid in fixed monthly installments over 3, 6, or 12 months.

• What information does Affirm require?

  Your Affirm account is created using your name, email, mobile phone number, birthday and last 4 digits of SSN. This combination helps Affirm verify and protect your entity.

• How do I pay my bills?

  You can pay your Affirm bills online at www.affirm.com/pay. They accept payment by debit card, bank transfer and check.

• Does Affirm perform a credit check?

  Yes, when you first create an Affirm account, Affirm perform a 'soft' credit check to help verify your identity and determine your eligibility for financing. This 'soft' credit check will not affect your credit score.

• Why was I prompted to pay a down payment with a debit card?

  Affirm tries hard to approve every purchase but sometimes can't approve the full amount. When this happens, Affirm provides a debit card down payment option so that you may still complete your purchase right away.

• Why was I prompted for a checking account?

  Affirm sometimes requires additional information to consider a credit application. Such information may include an active checking account, which helps Affirm verify your identity and your ability to repay the requested loan. If they prompt you for this information but you are unable to provide it, Affirm will be unable to approve your credit application.

• How do I contact Affirm?

  You can contact Affirm at help@affirm.com or by calling 855-423-3729.