Frequently Asked Questions


For answers to the most commonly asked questions about ordering, shipping, delivery, and warranty, please refer to the FAQ below. However, should you still have any questions, please do not hesitate to get in touch with us.

 

Change & Cancellation

How do I cancel my order?

In the event you wish to cancel your order, please contact us.

If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.

Only once the package has returned to our warehouse, will we be able to process the cancellation.

Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you to contact us and cancel the incorrect order.

Thereafter, we recommend you to place a new order on our website, with the correct item(s), at your own convenience.

Delivery

When will I receive my order?

We aim to ensure that you receive your order as quickly as possible.

Once your order successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email.

You should receive your order 2-3 business days within Europe, and 3-5 business days outside Europe. Packages are not transported on weekends and local public holidays.

Kindly note that the estimated delivery times (2-3 business days within Europe, and 3-5 business days outside Europe) are estimates and may vary due to external factors outside of RUF Watches, and its courier’s, control.

These factors may include, but are not limited to, extreme weather conditions, technical failures, customs delays, etc.

Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.

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.

Can I pick up my package from a pick-up point?

Once UPS have made their first delivery attempt to your address, you can contact your local UPS Office and request them to deliver your package to your nearest UPS Access Point (TM). If you're a member of UPS My Choice (TM), you can yourself arrange for your order to be dropped off at an access point at any time.

Your package will be in a secure location where you can pick it up at your own convenience.

Do you ship to a P.O. box?

Unfortunately, our courier is not able to deliver to: P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO).

I haven't received my package yet - what do I do?

If you have received your UPS Tracking Number, we urge you to directly contact your local UPS Office; UPS will have more accurate information on the status of the delivery.

If you have not received your UPS Tracking Number, please contact us and we will look into this for you, immediately.

Can I change my delivery address?

If you wish to make a change in your delivery address, please contact us and we will do our best to assist you in this matter.

In the event we are unable to process the address change directly on our system, usually, because the package has already been shipped, we will need to contact our courier to make any modifications to the delivery address.

Kindly observe, this process will delay the delivery time; RUF Watches is not responsible for any delay in delivery due to an address change request by the customer.

Shipping

From where are your products shipped?

Orders to be delivered to Europe are shipped from our EU distribution center in Sweden, and are therefore including EU VAT. This is to avoid any additional taxes to our EU customers.

Orders to be delivered to North America and South America are shipped from our warehouse in Luzern, Switzerland.

Orders to be delivered to Asia, Oceania, Middle East, and Africa, are shipped from our warehouse in Hong Kong.

How do I track my order?

Within 1-2 business days of placing your order, after it has been scanned at a UPS Sorting Facility, you will receive an e-mail from UPS containing your package’s tracking information.

To track your package, simply use the tracking number provided on UPS’ official website.

Do you ship to my country?

Although we strive to provide world-wide shipping, at this time, our courier service is unable to deliver to:

  • Argentina
  • Bouvet Island
  • Christmas Island
  • Crimea
  • Cuba
  • Heard Island
  • Iran Lebanon
  • Libya
  • McDonald Island
  • North Korea
  • Somalia
  • Sudan
  • Syria
  • Turkmenistan

Additionally, there may be additional regions, countries, or cities that our courier service are unable to deliver to. For more information, relating to this, please contact your local UPS office.

Is shipping free?

Free International Express Shipping is provided by RUF Watches when purchasing a timepiece.

Placing an order containing only accessories – no timepiece(s) – may be subject to an additional shipping cost depending on the delivery country and how many items are ordered.

Although express shipping is free, you may be subject to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

If your order has been placed to a country outside the European Union, in which we do not ship domestically (USA, Hong Kong and China) RUF Watches does not charge you any VAT/taxes when placing your order. You are instead subject to paying taxes to the local customs in your country. The deduction of VAT from your order is made at the product page or in the checkout on our website. Kindly note that RUF Watches is unable to advise if you will pay taxes locally or any potential amount that you will be charged.

For more information regarding additional fees levied by your local government, we suggest that you contact your local UPS office or local customs office.

My order is a gift; can you remove the invoice from the package?

There is no invoice included in the package when it is delivered.

Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you.

Please note for orders to countries outside the EU, US, Hong Kong, India and China, RUF Watches is required by law to include commercial invoices in the shipment, to state the shipment’s value. The order cannot be delivered without this invoice.

Product Information

How do I know whether my RUF watch is authentic?

To ensure the authenticity of a RUF Watches timepiece, it must be purchased directly from our website or from an authorized RUF Watches retailer.

If purchasing from e-commerce platforms such as eBay and Groupon, or an unauthorised third party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used, or defective.

RUF Watches does not honour any warranty claims that are not accompanied by the original documentation.

Warranty & Repair

What is not covered in the warranty?

The RUF Watches Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness (knocks, dents, crushing, broken crystal/glass, etc.), or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Esthetical changes, defects, and damages due to normal wear and tear and aging (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling of the plating, etc.)
  • Wristband, crown, or crystal/glass
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.
How long is the warranty valid and what does it cover?

Our timepieces are made according to the high-quality standards of RUF Watches. Nonetheless, your watch is covered by our limited warranty against any defects in manufacturing; this includes the watch movement, indexes, dial, and hands.

The warranty for a RUF Watches timepiece is valid for a period of sixty (60) months from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge.

Other parts that are not listed above are not covered by this warranty. If the product is returned during the warranty period, RUF Watches will repair or replace any defective watch or watch-part, at no additional expense, within a reasonable time, after the product is returned. However, the customer may be subject to the costs of shipping the product.

If purchasing from e-commerce platforms such as eBay and Groupon or an unauthorized third party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used or defective.

RUF Watches does not honor any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement under this limited warranty, you must ensure that the authorized retailer, from where the timepiece was purchased, has appropriately filled in the warranty card.

RUF Watches will not honor any warranty claims for watches purchased from an unauthorized retailer.

If you experience any damage to your watch that is considered to be covered by our warranty, you can contact our customer service team by submitting a request below to receive the further help. To ease and expedite the process, please include the following info when contacting us:

  • Order number (If your watch is a gift you will need to contact the person who purchased it for you to receive the proof of purchase)
  • Pictures of the watch and the damage
  • Receipt (If your watch was purchased from an authorized reseller who you are unable to contact directly)
  • Your current address info (First and Last name, Street address, Postal code, Country, City, and Telephone number)
How do I get my RUF Watches watch repaired?

If you purchased your timepiece from an authorized RUF Watches retailer, to obtain reparation or replacement of your watch under it's warranty, please contact the authorized RUF Watches retailer or service provider from where it was originally purchased.

If you purchased your timepiece from duty free and/or travel retail, such as - but not limited to - inflight, airport, cruise, etc. please contact us and we will assist you, directly, to the best of our ability.

If you purchased your timepiece directly from our website, and feel it is a matter of warranty, kindly contact us and we will assist you, directly, to the best of our ability.

Kindly note, the RUF Watches Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness (knocks, dents, crushing, broken crystal/glass, etc.), or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Esthetical changes, defects, and damages due to normal wear and tear and aging (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling of the plating, etc.)
  • Battery, wristband, crown, or crystal/glass
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.

If purchasing from e-commerce platforms such as: eBay and Groupon, or an unauthorised third party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used, or defective. RUF Watches does not honour any warranty claims that are not accompanied by the original documentation.

Payment & Security

What payment options do you accept?

RUF Watches accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, as well as various other local debit cards and invoicing options.

All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.

Was my payment successful?

RUF Watches incorporates several verification stages in the payment process to maximize security.

The total amount of your order will be withdrawn from your bank account when the order and payment have been processed and approved.

In the event that no payment has been received after the order has been submitted, RUF Watches may automatically cancel your order without notification.

Why is my payment refused by Stripe?

RUF Watches incorporates several verification stages in the payment process to maximize security. All transactions are handled directly by Stripe, our payment service provider.

There can be several reasons as to why a payment is being refused by our payment system.

The three most common reasons are:

  • Insufficient funds
    Please ensure that there are sufficient funds in your account for the desired purchase

  • The credit card is not issued from the country in which you currently are in
    Kindly ensure that the credit card you are using is issued from the same country in which you currently are in when placing the order

  • Your bank is blocking the online payment for security reasons
    Many banks block international online purchases for security reasons. You will need to contact your bank and ensure that they are not blocking this international online payment on our website.

If these do not resolve the issue, you can consider using an alternate payment method, or visit an authorized RUF Watches retailer in your area.

Which currency is displayed on the website?

The prices visible on our RUF Watches website are stated in EUR. These prices exclude possible duties and taxes which are either added or deducted at the checkout.

RUF Watches 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, respectively.

Is my payment information safe?

Your transaction and payment details are directly handled by Stripe, our payment service provider, with 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 RUF Watches.

Do you store my payment information?

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