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FAQ
FAQ
How do I place an order?
Once you have decided for the watch that you want, you must add it to your shopping bag. Next you will have to press the shopping bag icon in the top right in order to checkout. On the bottom of the page you will be required to fill in all necessary information to make the purchase (customer information, shipping address, etc).
What if I would like to change my order?
Please contact us if you would like to make a change or cancel your order and we will help you and make the correct adjustments as soon as possible.
What if I would like to return the watch?
You have the right to return the watch for a full refund for up to 30 days after purchase, no questions asked. If you would like to issue a refund, please contact us and we will arrange the return and refund for you.
How do I know if my order was placed successfully?
You will receive an order confirmation email once you have paid for your order. When we ship the order, you will also get a shipping confirmation email, where you will have the possibility of tracking your order. If you have double checked your spam folder and still haven’t received any order confirmation email, please contact us and we will provide you with the information.
Another way to know that your order has successfully been placed is if money has been deducted from your account.
From where are the orders shipped?
The orders are shipped from the warehouse of RH Group AB in Stockholm, Sweden.
Will there be any additional order fees?
We do not charge any additional fees than the ones stated on the website. All VAT and tax fees are included for all EU countries. Shipping is also free for all countries worldwide.
The order confirmation shows wrong information, what do I do?
If any of the order details are wrong, please contact us as soon as possible and we will investigate and adjust them.
Where can I apply my discount code?
In the cart or in the checkout, before providing payment details, you will notice that you can enter your discount code.
Warranty Policy
All products from Rob Hayes are covered by a two year international warranty. The warranty covers all manufacturing defects of the watch movement, crystal, case and strap. If you would need to have a replacement or repair under the warranty, please contact us and we will help you as soon as possible.
Charges may incur for replacements or repairs in the following scenarios, even if the watch is still covered by the warranty:
-Damage or malfunctioning due to improper use
-Damage or malfunctioning due to excessive water or fire
-Damage or malfunctioning due to unwarranted repairs or modifications
-Damage or malfunctioning due to wear and tear damages (small scratches, etc)
Return Policy
We offer all customers the right to easily return the order within 30 days of purchase, no questions asked. In order to receive a refund, the watch must be in the same condition as when it was originally dispatched. Returns should be sent back to the same location that it was dispatched from. Please contact us if you would need any further instructions.
All returns that have never been picked up from your post office will be subject to a restocking fee.
Exchanges
All customers have the right to exchange the ordered watch within 30 days of purchase. You are allowed to exchange to a product that is in the same price range or lesser in price. If the product that you want to exchange to is of greater value, we will issue a refund and let you shop a new watch at your convenience.
How do I know that the return has been received?
As soon as we have received the return, you will get a return confirmation email. At this point, a refund will be issued to your account which will arrive within 1-5 business days. If two weeks have passed and you still haven’t received any return confirmation email, please contact us and we will get back to you as soon as possible.
Delivery Policy
At Rob Hayes we value how important it is to get your order delivered to you as soon as possible. All of our orders are dispatched during the same day, or at latest the following day. We will always provide a tracking link where you can track the status of your order.
We offer both Free Standard shipping and 1-2 Day Express shipping. The shipments are handled securely by PostNord or DHL Global Express. All orders are shipped from our warehouse in Stockholm, Sweden.
The estimated delivery time for the 1-2 Day Express shipping is 1-2 working days after being dispatched from our warehouse. The estimated delivery times for the Free Standard shipping are listed below:
Sweden: 1-2 working days
Europe: 2-4 working days
Australia: 4-6 working days
Canada: 3-5 working days
USA: 3-5 working days
Rest of the world: 3-7 working days
Our daily cut off time for all orders is at 6pm (18:00) CET. Any orders placed after this time will be shipped during the next day.
If you have any special shipping requests or questions regarding our average delivery times for your country, email us at info@robhayes.co and we will assist you.
Can I track my order?
Yes. Once your order has been shipped, you will receive a tracking number from us. This can easily be used to track your order by entering the number at the DHL or PostNord website, or by just clicking it in the shipping confirmation email.
Where are the orders shipped from?
All orders are dispatched from our warehouse in Stockholm, Sweden.
Do you offer shipping to all countries?
We ship to all countries that DHL and PostNord delivers to. If you have a specific question about your country or address, please contact us and we will get back to you as soon as possible with more details.
Payment Methods
All customers will have the availability to pay with credit card and debit card through PayPal or Stripe. The payment methods provided are 100% encrypted and secure by PayPal and Stripe.
What if I cannot pay successfully?
If you would encounter any problems during the payment process, it is usually a result of a not having sufficient funds on your bank account. If you would still encounter any difficulties, please try another payment option or contact us and we will help you out.
VAT Policy
The VAT (Value Added Tax) and is always included in the total price, which means that we will never add any fees to your product or order.
Are all watches waterproof?
Yes, all of our watches are waterproof. All Berkeley watches are waterproof up to 3ATM, which means that they are suitable for everyday use and can withstand a few accidental drops of water. All Yosemite watches are waterproof up to 5ATM, which means that they are suitable for everyday use and can withstand splashes, rain or snow, showering, swimming, diving and snorkeling. Although, we always recommend to minimize the contact with water due to the leather strap longevity.
Are all straps interchangeable?
Yes, all straps can be interchanged. They feature an easy click-on/click-off system witch allows you to change the straps.
How do I adjust the time and date?
- Pull the crown outwards once to adjust the date.
- Pull the crown outwards once more to set the time.
When set, push the crown back to its initial position.
The watch I want to order is currently sold out, when will it be restocked?
Our aim is to always have all of our products in stock. If the product you would like to order is currently sold out, please contact us and we will provide you with more detailed information about the restock of that particular product.