Frequently Asked Questions

Order & Delivery

WHEN WILL I RECEIVE MY ORDER?


We aim to ensure that you receive your order as quickly as possible. Our normal delivery time is within 1-7 business days. Please note that our standard delivery times are estimates and may vary due to external factors. Unfotunately, during this time, the delivery of your order will get delayed due to external factors outside of Carlos Philip,s, and our courier’s, control. We apologize for any inconvenience this may cause. However, rest assured that all orders will be shipped as soon as operations resume post the lockdown. Our teams and courier partner are doing their best to ensure your order is delivered as soon as possible. We truly appreciate your patience and understanding. Kindly note that cash on delivery orders require phone call or email verification before shipment. Orders are verified from Monday to Friday from 9 am to 6 pm (IST). Packages are not shipped nor delivered on weekends and local public holidays.




I HAVE RECEIVED THE WRONG PRODUCT/SIZE – WHAT DO I DO?


If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistake as promptly as possible. One of our representatives will get back to you as soon as possible within 24 hours.




I HAVEN’T RECEIVED MY PACKAGE YET – WHAT DO I DO?


If you have received your Tracking Number, we urge you to directly contact your local Courier Office; Courier provider will have more accurate information on the status of the delivery. If you have not received your tracking number, please contact us and we will look into this for you, immediately.





Return & Exchange

HOW DO I EXCHANGE MY ORDER?


Please note that we only offer free exchange and return for 14 days starting from the day, on which the product gets delivered. The exchange service is only valid for items of the same value. In the event your desired product is of a different value than the purchased one, you are most welcome to send back your purchase for a full refund. To ensure that you receive the desired product as fast as possible, please place a new purchase online at your own convenience. The refund will be processed as soon as the product is returned to the warehouse. The process below is only for products purchased directly from our website. Online orders cannot be returned or exchanged to a local retail store. If you made your order from an authorized website or store, please contact them directly for further assistance. TERMS: Please note you will need to send back your order within 14 days from receiving it. Carlos Philip will not accept any returns after this period. Your item must be in the same condition as when you received it. Additionally, any free item received, cannot be exchanged and must be returned along with the other item(s) purchased for us to accept your return and process the refund.




HOW DO I RETURN MY ORDER?


The process below is only for products purchased directly from our website. Online orders cannot be returned to a local retail store. If you made your order from an authorized website or store, please contact them directly for further assistance. “Complimentary” items (or any free product received as part of a promotional offer) are not eligible to be exchanged and must be returned along with the other items in your order for us to accept your return. Please pack the watch/accessory the same way it was delivered. Do not bend the leather bands around the cushion of the gift box. Leather watches should be placed flat with the lower part of the wristband placed inside the elastic band and the watch facing upwards. Please print the return shipping label and documents created and paste the first 2 pages on top of the package. If the package is handed over to the courier person without the shipping label and if the package is not traceable, Carlos philip will not be responsible for the same. Hand in the parcel to the courier and get the signature of the pickup courier person on the Manifest Copy ( 3rd page ) and keep it with you as an acknowledgement.
The pick up will be automatically scheduled within 3-5 working days from registering your return. For further information, check our return policy or contact our customer support. TERMS: Please note you will need to send back your order within 14 days from receiving it.Carlos Philip will not accept any returns after this period. Your item must be in the same condition as when you received it.




HAVE YOU RECEIVED MY RETURN?


You can track your return using your tracking number generated in the return label printout. Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. We appreciate your understanding that, although we work as quickly as possible, it is possible that this process may take several business days to complete. Kindly observe that Carlos Philip is not responsible for any items lost during the return shipping. Therefore, we strongly recommend you to follow all of our instructions, use your registered mail and provide us with the tracking number of your returning package. During this period, please expect longer delays for returns and deliveries due to external factors outside of Carlos Philip’s, and our courier’s, control. Do not worry about if you face any delays. Rest assured that all requests are handled on a priority basis and our teams are doing their best to ensure to serve you as swiftly as possible. We apologize in advance for any delay in handling your return and for any inconvenience this may cause. We truly appreciate your patience and understanding during this time.





Payment & Security

WHICH CURRENCY IS DISPLAYED ON THE WEBSITE?


The prices visible on our Local Indian website are stated in Rupees. All prices include VAT; you will not be subject to further payment of taxes upon or after delivery.

Carlos Philip is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.




IS MY PAYMENT INFORMATION SAFE?


Your transaction and payment details are directly handled by secure encryption, and under strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank – Including Carlos Philip.




DO YOU STORE MY PAYMENT INFORMATION?


Carlos Philip does not receive or store any payment information. All transactions are handled directly by our payment service provider. Your credit or debit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.





Repair and Care

HOW DO I GET MY CARLOS PHILIP WATCH REPAIRED?


If you purchased your timepiece from an authorized Carlos Philip retailer, to obtain repair or replacement of your watch under its warranty, please contact the authorized Carlos Philip retailer or service provider from where it was originally purchased. If you purchased your timepiece from from our website, duty free and/or travel retail, such as - but not limited to - in-flight, airport, cruise, etc. please contact us and we will assist you, directly, to the best of our ability. If you experience any damage to your watch, you can contact our customer service team by submitting a request here to receive the further help. To ease and expedite the process, please include the following info when contacting us: - Your Full Name - Phone Number - Shipping Address - A clear picture of the front and back of the affected item - Proof-of-purchase in the form of a receipt or order number (if the watch was purchased from carlosphilip.com) - Where was the watch purchased from? - A brief description of the issue you're experiencing




WHAT TYPE OF BATTERY DO YOU USE?


All our watches are fitted with a standard silver oxide button cell battery readily available at most watchmakers and/or jewelers.




HOW LONG IS THE BATTERY LIFE OF MY WATCH?


Batteries fitted in our timepieces are expected to last between 2 to 4 years depending on external factors such as, but not limited to: external temperature, humidity, air pressure, etc.




MY WATCH STOPPED – WHAT DO I DO?


Please set the time to 12:00 sharp and check that the crown is pushed in, completely, against the watch case. Wait 15 minutes to see if the minute hand has moved. If this does not resolve the issue, kindly contact us here and we will be happy to assist you. To ease and expedite the process, please include the following info when contacting us: - Your Full Name - Phone Number - Shipping Address - A clear picture of the front and back of the affected item - A brief description of the issue you're experiencing - Proof-of-purchase in the form of a receipt or order number (if the watch was purchased from carlosphilip.com)





Discount

HOW DO I USE MY DISCOUNT CODE?


At the checkout page, to apply your discount code, click “I have a coupon code”, enter the code, and click on “Apply”. Be sure that there are no additional spaces before or after the discount code. Kindly note that only one discount code is valid per order. A discount code cannot be combined with an additional discount code.