Frequently Asked Questions (FAQ)

Shipping and Delivery

Which countries do you ship to?

We ship worldwide, except to Russia, Belarus, Pakistan, and Turkey.

What are the delivery methods and shipping times?

We use USPS, FedEx, and DHL services for both domestic shipping in Puerto Rico and international shipping.

All our shipments require a signature upon delivery to ensure package security and prevent mailbox theft.

If you are not present on the day of delivery, you can choose from different options on the USPS, FedEx, or DHL website, such as:

• Rescheduling delivery for a later date.
• Picking up the package at an authorized service point.
• Authorizing delivery to a safe place.
• Allowing a third party to receive the package.

Shipments generally take between 3 and 5 business days.

Will I have to pay taxes and duties upon receiving my order?

In Puerto Rico and the United States, taxes and duties are included in your order price.

For shipments outside the U.S., taxes and duties are not included. Depending on your country's laws, you may be required to pay local import taxes.

These taxes will be requested by USPS, FedEx, or DHL prior to delivery, on behalf of local customs authorities.

⚠️ Note: We cannot calculate or inform you of these charges in advance. We recommend checking with your country's customs authority for an estimate of the applicable taxes.

If taxes and duties are not paid, the order will be returned to us.

What should I do if I want to change my delivery address?

If you need to modify your delivery address after placing your order, please contact us as soon as possible at support@santurcecollection.com.

What should I do if I have an issue with the delivery?

If you experience any issues with the delivery of your order, please email us at support@santurcecollection.com.

We will handle the necessary arrangements with the carrier and assist you to ensure your package arrives safely at its destination.

Returns and Exchanges

How can I return an item?

If you wish to return a product, you have a period of 14 days from the date of receipt to contact us and request a return.

For more details on the process, please consult our Return Policy section.

Items must be returned unused and in their original packaging. We reserve the right to reject a return if the product shows signs of use or tampering.

How can I make an exchange?

If you wish to exchange your watch for another model or a different strap size, you have a period of 14 days from the date of receipt to request the exchange.

For more details on the process, please see our Return Policy section.

Items must be unused and in their original packaging. We reserve the right to reject an exchange if the product shows signs of use.

If the requested model has a higher price, you must pay the difference before shipping. If the new model has a lower price, we will refund you the difference.

Do I have to pay to return or exchange my order?

Return or exchange shipping costs are the responsibility of the customer, unless the product received has a manufacturing defect.

Warranty

What does the warranty cover?

Watches:

Our warranty covers all manufacturing defects that may occur during normal watch use.

If our technical team detects a factory mechanical fault, we will repair or replace any defective component at no additional cost.

For more details, please see our Warranty Policy section.

Warranty Exclusions:

The warranty DOES NOT cover the following cases:

1. Theft or loss of the watch.
2. Natural wear and tear and aging of the watch (scratched glass, case impacts, strap wear, etc.).
3. Damage caused by improper use, lack of maintenance, or negligence, such as:
   • Drops, bumps, scratches, or broken glass.
   • Exposure to chemicals, extreme heat, or magnetic fields.
   • Incorrect use of the watch or failure to follow Santurce Collection's care instructions.
     
     
4. Any indirect or consequential damage resulting from normal wear and tear, including:
   • Watch malfunction due to lack of maintenance.
   • Defects or inaccuracies caused by prolonged use.

Straps and Accessories:

Our warranty covers manufacturing defects in straps and accessories under normal use conditions.

If a strap or accessory presents a factory defect, it will be replaced at no additional cost, subject to inspection by our technical team.

⚠️ Note: We will not replace straps worn out by normal wear and tear, nor damage caused by exposure to moisture, chemicals, or misuse.

For more information, feel free to contact us at support@santurcecollection.com.