FAQs

We accept most common payment formats as well as certain forms of localised payments, depending on your country. These include major credit cards, Paypal, Google Pay, WeChat Pay and Alipay, and the full list of your locally accepted payments can be seen on the checkout page.

We also work with split payment service providers Klarna and Atom should this be your preferred payment option.

If you need to make any changes to your order, please reach out to us within 24 hours after placing your order at hello@atelierwen.com and we will do our best to accommodate your request.

We prioritise shipping our customers orders as soon as possible and normally ship within 24-48 hours of when your order was placed. Please note that if your order has already been dispatched, unfortunately we will not be able to accommodate such requests.

If changes are required to be made upon delivery to your country within the courier's facility please do note that you are liable for any incurred costs such as reshipment, change of address and all the duties and taxes related to your shipment.

Yes! You can find us at Authorised Retailers all over the world including China, Japan, Australia, Singapore, Europe, United Kingdom and the United States. You can find a full list of our retailers locations here. We are constantly expanding our retail partner footprint so keep an eye out on this page for updates!

If you are a retailer and are interested in working with us, we'd love to hear from you! Please send us an email at hello@atelierwen.com and a representative from our team will get back to you as soon as possible.

Yes! We offer free standard delivery on all orders, regardless of the destination and work with reliable carriers including FedEx, UPS and DHL. Estimated delivery time depends on the final destination but normally, orders are delivered between 7-10 business days after the order is placed.

For Pre-orders and Limited Editions to the U.S. all shipping, taxes and duties are included in the price at check-out. We ship DDP meaning we offer free shipping but any duties or taxes incurred by your countries' jurisdiction is borne by the buyer.

Our watches are shipped from Hong Kong, except for Mainland China (which are dispatched locally).

For U.S. pre-orders and limited edition orders only, we ship domestically.

We ship worldwide with the exception of several destinations including; Afghanistan, Cuba, Eritrea, Iraq, Libya, North Korea, Syria, Sudan, Yemen, P.O. boxes and military bases. If you unsure if we may run into any issues shipping to your location, drop us a note at hello@atelierwen.com before placing your order and our customer care team will get back to you as soon as possible.

The list of shipping countries may be amended by Atelier Wen from time to time without prior notice.

Currently we do not have a localised showrooms to view our watches. However, should you be in Hong Kong, Singapore, or Paris, we would be happy to arrange a representative from our team to meet you in-person. Alternatively, we have partnered with some of the best retailers around the world, please see our list of Authorised Retailers to see if there is a retailer near you!

For Non-Limited Edition Watches We accept returns within 14 days of receipt of the watch, provided it is in perfect condition and includes all accessories, accompanying documentation, and the original protective film. Refunds will be issued net of any transaction fees, shipping costs, restocking costs, and applicable duties and insurance.

Please note that if the returned watch shows any damage or if accessories or documentation are missing, we reserve the right to adjust the total refund amount accordingly.

Once we have received your return and determined that everything is in good condition, we will issue your refund within 2-4 weeks.

For Limited Edition & Pre-Order Watches Our 14-day return policy does not apply to our Limited Editions or Pre-Order runs. All sales and deposits for Limited Edition runs and pre-orders are final and non-refundable.

Accessories Accessories (such as straps, bracelets etc) are considered consumables and are not eligible for returns. All accessory sales are final once shipped and cannot be returned. Atelier Wen reserves the right to amend these policies as necessary at our discretion. The latest version will prevail over all prior versions, except for the warranty duration, which is fixed at the time of purchase.

Our return process is easy. Send us an email to hello@atelierwen.com stating your; Order Number, Email (used to place the order), and Phone Number (contactable) and a member of our Customer Care team will get back to you within 24 hours of your request (with the exception of weekends).

It takes 1 to 2 working days for us to process and ship your order. Estimated delivery time depends on the final destination but in general, orders are delivered within 7-15 business days after the order is placed. Do note that delivery times may vary depending on your local customs inspection process and/or bank holidays.

Orders placed on weekends will only be processed the following Monday and orders placed on bank holidays (in Hong Kong) will be processed the next day unless the next day falls on the weekend then it will be shipped on the following Monday.

Atelier Wen shall not be liable for any failure to execute an order due to circumstances beyond our control, defined as Force Majeure which includes, but is not limited to: major business disruptions, accidents, labor disputes, late or defective deliveries of raw materials or products (semi-finished or finished), restrictions imposed by authorities, epidemics and pandemics, fires, floods, or other natural disasters

In the event of a force majeure situation, we will make reasonable efforts to notify affected parties but are not liable for the final outcome.

• Hong Kong orders: no VAT is applied
• Mainland China orders: no VAT is applied
• Rest of the world: Customers will be liable for all import duties, customs and taxes levied in their country of residence. If you are unsure Payment of these is required to release the order from customs on arrival.
• For Pre-orders and Limited Editions to the U.S. all shipping, taxes and duties are included in the price at check-out.

Taxes and duties are calculated according to the individual regulations of each area of jurisdiction and will be borne by the customer. Please contact your local customs office if you have questions on customs processes regarding these areas of jurisdiction.

Once your order has been shipped you will be notified via email of the carrier and tracking number so you can follow along on it's journey.

Our watches components are proudly manufactured in stages at different facilities across China.

China has a long and rich history in craft and culture. While this has been somewhat usurped in the limelight by the country’s capacity for large scale manufacturing, the exceptional talents and narratives found within its borders are undeniably worthy of celebration. It is for precisely this reason that our brand seeks to cast that emphasis on these aspects once more, and generate new possibilities of modern Chinese style moving forward into the future.

The Porcelain Odyssey line is unfortunately sold out and permanently retired as a collection. It was launched as a limited edition, and while demand for the piece has never been higher, we cannot go back on our word and fully intend to live up to that commitment.

We strongly recommend the occasional clean-down with a microfibre cloth and a fine brush to avoid dirt and grime build-up, as well as periodical servicing every 5 years. If you'd like to service your watch we can assist you with this. We work with a wonderful network of Aftersales service centres around the world. Simply get in touch with us at hello@atelierwen.com

We also recommend occasionally winding your watch when it's not in use.

Our watches have self-winding movements and will wind automatically when its on the wrist. Depending on the movement's power reserve, it will stop if the watch is left unworn after a couple of days. We recommend to manually wind the watch to kickstart the movement. To wind the watch:

1. If the watch has a screw-down crown, unscrew the crown
2. Wind the crown clockwise approximately 20-30 times for full power reserve
3. To adjust the time, pull the crown out by one step and wind the crown to the desired time
4. Push the crown back down into the watch case
5. Screw down the crown
6. Ensure that the crown is securely screwed down to the case to prevent crown damage or moisture entering the watch case

Our watches are meant to be elevated yet reliable daily companions for you to enjoy under all circumstances. Do, however, takes some care in avoiding heavy shocks and vibrations, as well as exposure to excessively hot/cold temperatures. Prevent contact with strong magnetic objects such as mobile phones, laptops, speakers.

Do also adhere to the varying water resistant ratings specified across our different lines, and always remember to keep your crown screwed down (where applicable) to preserve the integrity of its water resistance.

Swimming with your watch is not recommended, our watches are water resistant, not waterproof. As water resistance varies across our different lines, do adhere to each specific watch’s rating. For example, Perception’s 100m/10ATM rating would allow for you to swim with it, whereas we would strongly discourage this with the 50m/5ATM rating found in the Porcelain Odyssey.

Store your watch in a cool, dry environment when it is not in use, and keep it securely in a protective box to avoid accidentally damaging it in storage.

All our watches come with quick-release systems that make strap/bracelet changes intuitive and fuss-free. Simply engage the spring-bar trigger(s) found on the underside of the strap ends/end-links, and carefully manoeuvre the strap/bracelet out of the lugs and replace it with the strap of choice.

All our watches come with a standard 5 year warranty, valid from the date of delivery. This may vary, and the warranty’s terms will be stated in the paperwork included with the watch.

The warranty covers all manufacturing defects. Due to the fine tolerances present in mechanical watches, these issues are sometimes unavoidable and arise intermittently. They may not be immediately evident upon delivery, but the warranty allows us to ensure that these may be well-taken care of.

Accessories such as rubber or leather straps do not fall under general warranty, however if there is a manufacture defect, reach out to us at hello@atelierwen.com and our customer care representative will get back to you as soon as possible. Atelier Wen will not replace accessories due to general wear and tear.

The warranty does not cover accidental damages or damages that arise due to improper use. It also does not cover wear-and-tear due to daily use. Please do check your watch comprehensively upon receipt, and ensure that there are no cosmetic issues at the point of delivery.

• Reach out to us at hello@atelierwen.com
• We receive your request.
• We coordinate a convenient date for pick-up at your convenience.
• We generate and issue you a .pdf shipping label and commercial invoice (you will need access to a printer)
• You pack the watch (in it's original travel pouch or other proper protective watch case), place in a shipping box with the appropriate padding for protection. Then, affix the shipping label (the provided to you) and commercial invoices. We highly recommend packing your watch in an unmarked box.
• The courier arrives on the designated date and time, you hand the parcel over to the courier.
• The watch arrives at our service centre and is pre-checked upon receipt to make sure it arrived as described or as previously pictured. If the watch arrives in a different condition we will notify you immediately.
• The watch is then serviced by our watchmaker.
• Once service is complete, it is put through a timegrapher and/or necessary accuracy and water-pressure tests to ensure it's functioning as it should.
• The watch is sent back out to you within 8-12 weeks.

For any queries related to aftercare and warranties, reach out to us at hello@atelierwen.com

Definitely! Reach out to us at hello@atelierwen.com, and we will gladly assist you in arranging for the watch to serviced. Do note that outside of the warranty, there will be a servicing fee incurred (inclusive of replacement parts). Shipping fees will be borne by the customer.

We have currently partnered with watchmakers located in Switzerland, France, Hong Kong and Singapore for Aftersales provision. For watches outside of these countries, your watch will be sent to our closest watchmaker to you!

We strongly encourage you to send your watch in for regular servicing every 5 years. Beyond your warranty, we are still happy to facilitate serving. Please note that servicing and shipping fees will be borne by the customer. Final pricing will depend on whether the watch has other issues other than regular servicing. Once we have received your watch, our watchmaker will make a first assessment, if there are other issues we will contact you to check if you'd like to have the watch serviced further.

Including the time it takes for shipping, servicing should take approximately 8-12 weeks, though this may vary according to the location and/or extent of work.

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