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Frequently Asked Questions

  • Order & Delivery
  • Return & Exchange
  • Payment & Security
  • Product Information
  • Warranty & Repair
  • Other Questions

Change & Cancel

How do I cancel my order?
In the event you wish to cancel your order, please contact us. Upon receiving your cancellation request, we will reach out to our courier service and request that the package be rerouted back to our warehouse.

Once we receive the returned package, we will process the order, issue a full refund to your account, and notify you via email. Kindly note that at this time we are unable to cancel orders before they are shipped.
Can I change my order?
Once an order is submitted, we are unable to change ordered products or the quantity selected. In this situation, we suggest you contact us and cancel the incorrect order. Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.
Can I change my delivery address?
If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter. In the event that we are unable to process the address change directly in our system (usually because the package has already been shipped) we will need to contact our courier to request a change of delivery address. In order to help you further, we would really appreciate if you could provide us with the following information:

  • First and Last name
  • Company name (if needed)
  • Street name and number
  • Zip code and City
  • Country
  • Phone number and Email Address.
Please be aware that an address change will delay the delivery time. Elton Pepple Inc cannot be held responsible for any delay in delivery due to an address change requested by a customer.

Shipping

From where are your products shipped?
All Elton Pepple timepieces orders are shipped from our warehouse in Chicago, IL, USA.
How do I track my order?
Within 1-3 business days of placing your order, your package will be scanned at a USPS, FEDEX or UPS Sorting Facility. You will then receive an e-mail from USPS, FEDEX or UPS containing your package’s tracking information. To track your package, simply enter your tracking number on USPS, FEDEX or UPS official website.

  • USPS: https://www.usps.com
  • FEDEX: https://www.fedex.com
  • UPS: https://www.ups.com
Do you ship to my country?
Although we strive to provide worldwide shipping, at this time our courier service is unable to deliver to:

  • Bouvet Island
  • Palestine
  • North Korea
  • Turkmenistan
  • Christmas Island
  • Sudan
  • Crimea
  • Cuba
  • Heard Island
  • Iran
  • Libya
  • Argentina
  • McDonald Island
  • Palestine
  • Somalia
  • Syria
There may be additional regions, countries, or cities that our courier service is unable to deliver to. For more information, please contact your local UPS or FedEx office.
Is shipping free?
Free standard shipping is provided by Elton Pepple when purchasing a timepiece. Placing an order containing only accessories – no timepiece(s) – may be subject to a shipping fee (depending on your subtotal amount). This fee will be displayed at checkout. Express shipping to other addresses is available at an additional cost.
My order is a gift - can you remove the invoice from the package?
An itemized delivery note is included with all of our orders. This document does not include any pricing information. We ask that you hold onto this slip, as the information it contains will help us look up your order in the event that the order needs to be returned or a warranty claim needs to be processed.

Delivery

When will I receive my order?
All orders are shipped out within three business days after purchase. You will receive your shipping confirmation and tracking information within three business days after placing your order.

If your concern regards your tracking information, please contact us after three business days have passed, so that we can provide help to our other customers. Your tracking information will be emailed to you when your order ships.

Please also check your spam folder in the event that it has ended up there. We apologize for any inconvenience and appreciate your patience and understanding. We hope you are excited about receiving your order!
I have received the wrong product/size – what do I do?
If you receive your package and it is not what you ordered, please contact us immediately. We will do everything we can to correct our mistake as quickly as possible.
Can you ship to a P.O. Box?
Unfortunately, our courier partners do not ship to P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses.
I haven’t received my order yet – what do I do?
If you have received your USPS, FedEx or UPS Tracking Number, we urge you to contact your local post office, FedEx office or UPS Office first. They will have more accurate information regarding the status of the delivery.

If you have successfully placed your order but have not received your Tracking Number, please contact us after three business days and we will look into this for you immediately.

Return & Exchange Policies

What is your exchange policy?

Kindly observe that we do not offer a direct exchange service. In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. We will refund your product(s) for its full value to the account originally used when making your purchase. To ensure that you receive the desired product as fast as possible, we kindly ask you to make a new purchase at your own convenience.

Please note you must send back any item you wish to have refunded within 30 days of receiving it. The product must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when it was received. Products purchased directly from our website must be returned to our warehouse for a refund to be made. Products cannot be returned to a local retail store.

If you have paid or received customs fees for the item you wish to return, please contact your local UPS office for information on how to receive a credit or refund, respectively. Additionally, the offer of any products purchased during a campaign period will still be honored should you wish to receive another item instead. However, your new order must be placed within 30 days of the original order’s date-of-purchase in order for the same promotion to be honored. Please contact us for further information; we’re happy to assist you! *Kindly note that items marked as 'Final Sale' will be excluded from our normal return policy and will NOT be eligible to be returned or exchanged.
What is your return policy?

You have the right to return any products purchased directly from EltonPepple.com within 30 days of receiving the item for a full refund. Our normal return policy will be extended for holidays, allowing orders placed between November 1st and December 5th to be returned up until January 6th. Kindly note that items marked as 'Final Sale' will be excluded from our normal return policy and will NOT be eligible to be returned or exchanged.

The product must be unused – in original packaging with labels and protective stickers intact - and still in the same, new condition as when received. Products purchased directly from EltonPepple.com can be returned to our warehouse using a pre-paid shipping label, which we will provide. Kindly note that items cannot be returned to a local retail store. Please follow the steps below to return your order:


  1. "Submit a request" through the link below
  2. Select Return as topic and provide a return reason - send email
  3. You will receive an automatic email with your return instructions
  4. Follow the instructions and create your return label
  5. Return your order to us via our courier UPS

Payment & Fees

What payment options do you accept?
Elton Pepple accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal as well as various other local debit cards and invoicing options. We also offer the payment method Cash on Delivery. All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.

Security & Currency

Is my payment information safe?
Your transaction and payment details are directly handled by Adyen, 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 Elton Pepple.
Do you store my payment information?
Elton Pepple does not receive or store any payment information. All transactions are handled directly by Adyen, 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.

Authenticty

How do I know whether my Elton Pepple is authentic?
To ensure the authenticity of a Elton Pepple timepiece, it must be purchased directly from our website or from an authorized Elton Pepple retailer.

Timepiece

Is my watch waterproof?
The water resistance of an Elton Pepple timepiece is 3ATM, which means it is rain/splash resistant but should not be exposed directly to water. We recommend taking off your watch before showering, bathing, swimming, or engaging in any activity that may involve prolonged exposure to water. Kindly note that water damaged is not covered under our 24-month warranty.
What is the watch made of?
The casings of our silver watches are made of stainless steel, while those of our rose gold watches have a stainless-steel core and two plating. The base plating is 0.75um (a yellow colored base metal) and the top coating is made of 0.13um rose gold (made of 75% 22 karat gold and 22.5% copper to create the rose color). The glass of the watch is made of sapphire crystal glass, which is resistant to normal wear-and-tear but should be used with care. Kindly note that a damaged sapphire crystal glass is not covered under the 24-month warranty.
What type of movement is used?
All Elton Pepple timepieces use a Japanese Quartz Movement.

Warranty

What is not covered in the warranty?
The Elton Pepple 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 sapphire crystal glass.
Elton Pepple 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.
How long is the warranty valid and what does it cover?

Our timepieces are made according to the high-quality standards of Elton Pepple. 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 an Elton Pepple timepiece is valid for a period of twenty-four (24) 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, Elton Pepple 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. Elton Pepple 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. Elton Pepple 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 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
  • Telephone number

Repair & Care

How do I get my Elton Pepple watch repaired?
If you purchased your timepiece from an authorized Elton Pepple retailer, to obtain reparation or replacement of your watch under its warranty, please contact the authorized Elton Pepple 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 Elton Pepple 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 Sapphire crystal/glass
Elton Pepple 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.
How long is the battery life of my watch?
Batteries fitted in our timepieces are expected to last between 2 to 3 years depending on external factors such as, but not limited to: external temperature, humidity, air pressure, etc.
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.
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 and we will be happy to assist you.

Promotions

How do I use my promotion code?
At the checkout page, to apply your promotion code, click “I have a promotion 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 promotion code is valid per order. A promotion code cannot be combined with an additional promotion code.
What are the conditions for campaigns?
The campaigns offered on our official website:

  • Are only valid for orders made directly on our official website: eltonpepple.com
  • Are only valid for a limited amount of time—any campaign or promotion must be applied to the original respective campaign period.
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