FAQ
Customer Service — Aurencourt
aurencourt.com · support@aurencourt.com
Frequently Asked Questions
Orders and Shipping
How long does it take to process and deliver my order?
Our goal is to dispatch every order on the next business day after payment approval. From approval to delivery, orders generally take between 1 and 2 weeks, depending on your location. Standard Shipping is free and takes 5-12 business days. Express Shipping (US$4.90 in the United States, £3.90 in the United Kingdom) gets your order to you in less time.
How do I track my order?
Your tracking number is typically available 3 to 4 business days after payment approval and is sent to the email address provided at checkout. You can also follow your parcel on our Track Order page. Please check your spam folder if you have not received it.
Can I cancel my order?
Yes, as long as it has not shipped. Orders cancelled before shipment are refunded in full. Once an order has shipped it can no longer be cancelled, but you can still return it within 30 days of receiving it.
Which countries do you ship to?
We currently ship to the United States and the United Kingdom.
Returns, Exchanges and Warranty
What is your return policy?
You may return your order within 30 days of receiving it. Please return the watch unworn and in its original condition, with the original packaging where possible and proof of purchase. Email support@aurencourt.com with your order number and we will send you the return instructions. Return shipping is paid by the customer, except where the item is faulty, damaged or not as described. See our Return and Refund Policy for the full conditions. Your statutory rights are not affected.
Can I exchange my watch?
We do not process direct exchanges. Return the original item following our return process and place a new order for the model you prefer.
What does the warranty cover?
In addition to your statutory rights, every Aurencourt watch is covered by a 30-day limited commercial warranty from the date of delivery against manufacturing defects, including the movement, hands, crown and clasp. It does not cover misuse, drops, scratches, normal wear, water damage beyond the stated water resistance, repairs by third parties, or loss or theft. To make a claim, email support@aurencourt.com with your order number, photos or a video of the defect and a description of the problem.
My watch arrived damaged or is not what I ordered. What should I do?
Contact us as soon as you receive it, with photos or a short video of the issue, and we will resolve it.
Payment
Which payment methods do you accept?
We accept major credit and debit cards, Shop Pay, Apple Pay and Google Pay. All payments are processed securely.
Will I be charged in my local currency?
Customers in the United States are charged in US dollars and customers in the United Kingdom in pounds sterling.
Caring for Your Watch
How should I care for my watch?
Keep it away from strong magnets, extreme temperatures and harsh chemicals such as perfumes and cleaning products. Wipe the case and bracelet with a soft, dry cloth. Only expose the watch to water within the water resistance stated on its product page, and never operate the crown or pushers while the watch is wet. If your watch has a leather strap, keep it dry.
How do I adjust the bracelet or strap?
Leather and fabric straps are adjusted with the buckle. Metal bracelets are adjusted by removing links, which can be done with a spring-bar or pin tool, or by any watch retailer or jeweller, usually in a few minutes. If you need help, write to support@aurencourt.com and we will guide you.
Still have a question?
Write to support@aurencourt.com. We reply within 24 hours, Monday to Saturday, 9:00 a.m. – 6:00 p.m.