FAQ

Frequently Asked Questions

Below are some frequently asked questions. We welcome your feedback to provide you with the best customer experience. If you have any questions, please email bonestgattiofficial@gmail.com.

Ordering

How do I order a BonestGatti watch?

Simply add the watch you want to your cart. Then proceed to checkout, fill in your personal information, and enter your payment details.

How do I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information. You can use our tracking page to view your order status.

Can I cancel my order?

Orders go through several processing stages before shipping. If your order has not yet shipped, you can cancel it by emailing bonestgattiofficial@gmail.com.

Payment

What payment methods do you accept?

We accept Mastercard, Visa, American Express, and Apple Pay (processed through Stripe Inc.) or PayPal.

In which currency will I be paid?

All our orders are settled in US dollars. Although your shopping cart items may appear in multiple currencies, the final price will be settled in US dollars at the latest exchange rate.

Is it safe to checkout on this website?

Yes, we do not store any of your credit card information on the website. Security is handled by leading online payment service providers Stripe and PayPal. You can be completely confident that shopping here is safe, secure, and encrypted.

Shipping

Where do you ship from?

We ship from our warehouse and factory in Hong Kong.

Which areas do you ship to?

We offer worldwide express delivery.

When will my order ship?

Order processing and shipping take up to 24 hours, excluding weekends and public holidays. Orders placed after 3:00 PM UTC+1 will ship on the next business day. If you place your order after 3:00 PM UTC+1 on Friday, your order may not ship until the following Saturday.

How long does delivery take?

Orders typically ship within 1-2 business days.

This depends on your location. Orders shipped to Europe, the USA, and the Arabian Gulf countries typically take 5-10 business days to arrive. International orders may take 5-15 days to arrive. Specific delivery information will be provided in your confirmation email.

Which logistics companies do you use?

We use DHL Express, UPS, FedEx, and Emirates Line for international order delivery.

Do I (the customer) need to pay customs duties? Additional customs duties and taxes may apply upon arrival of the goods. We do not cover these additional costs. Please contact your local customs office for more information. Please note that customs officials may delay delivery in rare cases. Shipping costs and customs duties are non-refundable. Please contact your local customs office for more information.

Returns and Refunds

Can I get a refund or exchange if the watch is damaged?

We offer a 100% money-back guarantee on all products damaged or defective in transit. Simply inform us, and we will provide a return address and arrange an exchange or refund according to your wishes. Return shipping costs will be refunded upon receipt of the returned goods.

Important Note: Please note that we do not accept returns based on personal preference or dissatisfaction with the product. Our return policy is limited to cases where the product is genuinely defective or damaged.

How to Return My Watch?

If you wish to return a defective or damaged item, please follow these steps within 14 days:
1. Pack all items to be returned – preferably in their original packaging.

2. Once the package is ready, please contact the appropriate courier company to arrange pickup.

3. We recommend keeping the mailing receipt upon return.

We will arrange a refund immediately upon receiving your returned package and notify you by email. If you have any questions about the return, please contact us.

Return Address: BonestGatti (Address must be specific: Germany or China; please contact us).

Warranty Certificate: Is a warranty provided? BonestGatti offers a two-year limited warranty from the date of purchase from an authorized dealer, covering manufacturer defects. If watch parts or the mechanics malfunction, we will repair or replace your product free of charge.

However, this warranty does not cover any abuse you may cause to the watch. The warranty does not cover water damage, normal wear and tear, battery replacement, accidental damage to the crystal, scratches, damaged strap, or theft.

All warranty claims and repair service requests require proof of purchase; please keep your receipt safe. If you purchased from another authorized retailer, you will need to contact them directly, as they handle their own warranty claims, returns, and exchanges.

How do I send my watch for repair? Please send your watch to our address: BonestGatti, Repair & Service (the address must be clearly stated as either Germany or China; please contact us for further information).

Please be sure to mark "Watch Repair" or "Watch Repair" on the package.