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Frequently Asked Questions

GENERAL

Why are your prices so low?

We only order in large volume, therefore we are able to secure high quality authentic products at competitive prices. Being an online based company also means that we have relatively lower overheads when compared to a high street retail store in your local area, hence we are able to offer more attractive prices to our customers. Being based in Hong Kong has its added benefits, we enjoy significant tax savings which we pass on to our customers in terms of lower prices.

Are your products genuine?

At DutyfreeIsland, we only deal in 100% authentic and brand new products. We take pride that this fact is recognised by our customers. Please see our customer reviews. All our products come with official manufacturer's warranty and are shipped with original documents. In case you have any doubt about the authenticity of the product, you have the option of getting it verified at an Official Service Centre in your area. We are committed to providing our customer with a 200% refund if they have official proof that the product is not a 100% genuine.

Is Dutyfreeisland an authorised dealer?

Being an authorised dealer in a market means that the seller can only supply certain models and has to adhere to a particular pricing policy in line with the recommended retail price. At Dutyfreeisland, we consider ourself as an offshore dealer, hence we are able to offer a wider selection of models that you will not necessarily find in your local market at unbeatable prices. All our items come with official manufacturer's warranty. However, for WATCHES, since we are based abroad, we can only provide the international part of the warranty which is 1 year. If you were to purchase your watch locally you would be getting a 4 year warranty. You can service your product at any of the Official Service Centre in your area. In case you are unable to do so, you can send it right back to us and we will provide warranty service.

How can I check if my item is Genuine?

To answer this question please refer to above question: Are your products genuine?

Do your products have warranty?

All our products come with Official Manufacturer's Warranty.However, for WATCHES, since we are based in a different country, we can only provide the international part of the warranty which is 1 year. If you were to purchase your watch locally you would instead be getting a 4 year warranty. Please note that you can service your product at any of the Official Service Centre in your area. In case you are unable to do so, you can send it right back to us and we will provide warranty service.

Do the products you sell have original packaging?

Sunglasses and bands come in their original packaging while watches are shipped without the box. However customers have the option of choosing the box if they wish to. There is an additional charge for shipping with the box. Please see answer below for more details.

Why Do you charge for the watch box?

Customers have the option of buying their watch with or without the original box. We charge to include the box to cover for the extra weight on shipping. Our customers prefer ordering the watches without the box so as to draw less attention to their parcel and prevent theft at customs. Please note that in different markets, different types of watch boxes are available. Since we source our watches globally, we might be providing you with a different watch box from your local retail store, however they all remain a 100% original.

Are your products brand new or refurbished?

To answer this question please refer to above question: Are your products genuine?

How Can I Contact you?

To answer this question please refer to the Contact us Section.

Where are you located & What is your address?

To answer this question please refer to the Contact us Section.

ORDER STATUS

Where do I view my order details?

Once we ship your item, we will email you with your Order Number. To check your order details, just follow these few simple steps:

  1. Log In by entering your "Email" and "Password"
  2. Go to My Orders
  3. Click on the "View Order" link of your order number

In case you have any problem, feel free to contact us

SHIPPING, TRACKING & DELIVERY

Which countries do you ship to?

We ship to all countries worldwide. For more details please check our Shipping and TAX section.

How will you ship my order?

We offer FREE shipping by Registered Airmail (Excluding Watch Box). However you have the option of choosing EMS or FEDEX. Please check our Shipping and TAX section

When will my order be shipped?

Once payment is received, we process your order for shipment within 1-2 working days.

How much does shipping cost?

We offer FREE shipping by Registered Airmail (Excluding Watch Box). However you have the option of choosing EMS or FEDEX. Please check our Shipping and TAX section

Do I have to pay tax?

DutyFreeisland does not charge for any VAT, duty or taxes. You will be charged as per the quoted price on our website. We guarantee NO Import tax for the following countries: Australia, China, Japan, New Zealand, Russia, Singapore and the United States.

For all other countries however, customers might be liable to import duties.

To help reduce your risk of Custom Tax or Duties we will mark the item as "gift" and declare it at a low value. But this does not guarantee no duties and/or tax charges. Kindly note that this does not apply to FedEx Shipping, where the full value is declared on the parcel.

Is tracking number provided?

Tracking number is provided with all shipping methods. You will be notified of your tracking number via email once your item has been shipped. In case you still haven't received any tracking number within 3 days of placing your order, feel free to contact us.

Where can I find my tracking number?

Once your order has been shipped, we will email you with tracking details. You may also log in to your account to check your tracking number (Log In - My Account - My Orders - Click on Order Number)

How can I track my item?

You may track your item directly at our tracking link.

Please contact us if you need any assistance.

My tracking number is not working.

It takes at least 1 working day before tracking is uploaded by the shipping company. Please try again within 2 days from date of shipment. Contact us if you need assistance.

Has my order been shipped?

To check your order details please log in to your account and check - My Orders. (Log In - My Orders - View Order - Track your order)

How long will it take for my order to arrive?

Please refer to above estimated shipping time or below allowable periods.

My order has not arrived yet

Please contact us if you do not receive your order within below allowable periods;

Registered Airmail - 20 working days, excluding Saturdays, Sundays & Public Holidays

Express Shipping - 11 working days, excluding Saturdays, Sundays & Public Holidays

Do I need to sign for delivery?

Yes, a signature is required upon delivery. If no one is at the address to sign for the item you should receive a note with re-delivery or pick-up instructions.

PRODUCT ISSUES / PROBLEMS

The watch I am looking for appears to be out of stock?

Subscribe to be notified when the product is back in stock. Submit your email on the input bellow the message "Sign up to get notified when this product is back in stock" at the right side of this product page.

The watch I want is not listed on your web site, can you source for it?

Feel free to email us the model number. We will let you know whether we can source the model for you.

I did not receive a box with my watch, why?

Please make sure that you have selected shipping option - With Box. (Log In - My Account - My Orders - Click on Order Number)

If you incorrectly did not receive a box, please contact us at contact@dutyfreeislandshop.com with your Order Number.

kindly note watches are shipped without the box. However customers have the option of choosing the box if they wish to. There is an additional charge for shipping with the box. See Why do you charge for the watchbox

My order is missing one or more item(s)

Please make sure that your order was not shipped separately by logging in to your Account. (Log In - My Account - My Orders - Track you order). You should see tracking details for each item (if shipped separately). If you received an incomplete order, please contact us with your Order Number and we will check it immediately.

I received the wrong item, what should I do?

Please contact us at contact@dutyfreeislandshop.com with the following details:

Order Number:
Model Number Received:

We will kindly request you to return the item to us and we will cover your shipping charges. The correct item will be duly sent to you.

PAYMENT & BILLING

What forms of payment do you accept?

We accept all major credit cards and debit cards via PayPal. PayPal is a convenient and safe way to send payment online. No sign up needed, you can get more information at www.paypal.com

Do you charge any other fees?

Dutyfreeislandshop.com does not charge any other fees, you only have to pay for the item's price, watch box and for Express Shipping or FedEx.

Where can I get a copy of my receipt/invoice?

You may print out your order invoice by logging in to your Account. (Log In - My Account - My Orders - Click on Order Number)

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

RETURNS / WARRANTY

What is your return policy?

You may return your purchase within 30 Days from receiving the item. Please return the item to the following address:

DUTYFREEISLAND INC.
GPO BOX 1981
Hong Kong

Please also include in this parcel the following information on a piece of paper:

Your Name:
Your Email:
Your PayPal:
Your Order Number:
Reason for return:

You may email us at contact@dutyfreeislandshop.com for further instructions.

Do your products have warranty?

All watches come with Official Manufacturer's Warranty. Please check item's description for Warranty details.

Still have questions? Write to us Now.

If you still have any queries, feel free to contact us. We will be glad to assist you and make your shoping experience a smooth one.