FAQ / Help

GENERAL QUESTIONS 

Are Vannen watches water resistant? 

All of our watches come with gaskets inside that help keep water out. We also test every new model to make sure they're sealed properly. As a matter of fact, we pull a handful of watches out of each new batch to make sure that the factory sealed them up nice and tight. We test these randomly chosen watches in all sorts of situations: in a swimming pool, in the ocean, in hot a tub, on hikes, in the shower, and even at the gym. So, yes our watches hold up perfectly in those conditions. However, we ask that you not wear your watch in those same situations because you never know if the crown (the metal dial on the side) is open or not. If it is open, water and/or moisture will get inside and damage your watch. But if your crown has been pressed down, and is secure, your watch will be fine. In short, our watches are water resistant unless the crown is open. So if you decide to get in the water with your watch on, please be sure to push the crown down.

Why did my order get canceled?

This could have happened for a couple of reasons: 1.) Your order was flagged as fraud, so we canceled it to protect ourselves and the cardholder. If you're the actual cardholder, and we made a mistake by canceling your order, please email us a photo of the credit card you used and your ID so we can reinstate your order. 2.) Your order was canceled because we found an eBay account under your name and location selling our watches at double the price. We have a strict "No Flipping" policy, so please just buy a watch for yourself and leave the rest for everyone else. 

My lower watch strap started to crack and peel. What can I do to keep that from happening?

The problem is this: over the years we've been taught how to buckle our watches a certain way. With plastic watches, they will eventually crack and peel from wear and tear. However, the best way to keep that from happening is to not completely buckle your watch. It sounds confusing, we know. Watch the video below and you'll see what we mean.

The artwork on the straps started to fade/scratch/wear off. Why is that happening?

A few of our watches have artwork printed on the outer surface area of the straps. Because that area and printed art is exposed, the artwork is highly susceptible to being scratched or worn off. The best way to explain this is to compare it to the paint on an automobile. You wouldn't drive a car up against a wall, would you? No, because the paint would blemish, scratch and chip right off, right? The same goes for our watches that have printing on top of the straps. Do not rub them up against any surface area or the art will start to rub off.

It is best to be mindful of how you wear your watch and if the straps are rubbing up against something. The more often your straps get pressed against a surface area, the faster the artwork will wear off. Simple as that. The trick is just to be aware and not let that happen. The same goes for buckling and unbuckling it on a consistent basis. If you do take your watch off and on a lot, be sure to use the demonstrated in the video above. The paint or art wearing off from wear and tear is not a defect or manufacturing problem, and is not covered under warranty.  Keep that in mind. This is just to be expected when you take something with exposed art/paint and rub it on a surface area.

If you wore your straps out and you need new ones; fear not we have extras and they are really inexpensive. Click here to buy some.

Why are Vannen watches so expensive? They're plastic and made in China.

The assumption is that if something is plastic and "Made in China", it's unreliable and cheap. Sure, you can get plastic watches manufactured from a wide range of factories around the world, but you get what you pay for regardless of where it's made. Just because other companies source the cheapest crap they can find and slap a logo on there doesn’t mean that a great plastic watch can't be made in China.

Vannen chose plastic because we love plastic watches. We love the feel and flexibility, and they give us the widest variety of colors, decoration, and finishing options. We wanted the best possible canvas for our artists and partners, and plastic was the perfect fit. From there we spent over a year researching and testing so that we could build the best plastic watch possible. We tested our watches vigorously before we finally settled on a manufacturing partner that could meet our standards. Even today we still test every single run before putting it on the market.

When you buy Vannen, you're not buying a plastic watch. You're buying a limited edition timepiece featuring art that we love from artists, designers, and brands we believe in. You are buying the quality that comes from a company obsessed with detail and quality. You are buying a limited edition watch that doesn't cost a fortune.

Yes, you can buy an inexpensive plastic watch from a mass-market retailer or specialty retailer, but it won't have the attention to detail or the quality assurance of a Vannen watch. It won't have signed or numbered packaging. It won't come with a warranty. It won't last you more than a couple of days. It won't be awesome. It won't be a Vannen watch.

Why are the straps on my white watch discoloring? Any tips for keeping them clean?

White clothing, shoes, and accessories are great when they're new, but they get dirty fast. Your new Vannen watch is no exception. However, we have a simple solution that’ll help keep your new watch looking great.

After each wear, wipe down the straps (front & back) with a damp washcloth with soap and water to remove body oil, dirt, and grime. A moist Magic Eraser will also work wonders.

Remember, your watch takes a lot more abuse than you'd expect, so pay attention to where you’re wearing it and what you’re doing. If you keep it clean after each wear, your new watch should stay looking great.  But if you do forget to keep it clean and it starts to discolor, you can always purchase replacement straps at www.vannenwatches.com. 

SERVICE & REPAIR

How do I service/repair my watch?

Please visit our Warranty & Service page to contact us. We will email you shipping instructions. Do not send your watch without hearing from us first. If your service/repair is covered under warranty you must also include a copy of your original receipt.

How long will it take to service my watch?

The usual repair time is three business days or less. If we have to order a special part for your watch we will email you with the approximate timeline of when your watch will be repaired.

How can I check the status of my service or repair? 

You will receive an email notification when we receive your package and when we ship it back to you.

How do I get new straps/bands?

Go to that particular watch page to purchase a replacement set (while supplies last) and you can also view our instructional video here at http://www.youtube.com/watch?v=GohHR2Q0yvE on how to replace your new straps at home.

How do I get a new crystal/case?

Please visit our Warranty & Service page to reach us for a repair request.

How do I get a new buckle or loop?

In most cases, those are NOT included in our strap/band sets. But we do have lots of spare parts here at Vannen HQ that might fit your watch. So, drop us a line and we'll see if we can help you out. 

How do I get a new spring-bar? 

Email us at service@vannenwatches.com and we'll send you one or two for a small fee.

How do I get a new battery/gasket replacement? 

For convenience and better quality of service, we recommend that you always send your watch to us for battery replacements. Do not attempt to change the battery on your own. You can cause serious damage to your watch if you do attempt to try it at home. Leave it alone! Send it to us for battery replacement and save yourself the trouble of paying for a complete rebuild.

WATCH WARRANTY 

How long is my watch covered under the limited warranty?

90 days from the original date of purchase.

I lost my original receipt, can I still have my watch serviced/repaired under the warranty?

To have your watch serviced under warranty, you must provide a copy of the original receipt within 90 days of the original purchase date.

I purchased my watch through eBay am I still covered under warranty?

Probably not, but reach out to us anyway to see if we can help. In most cases we can help, but reach out first and lest us know what watch you have and the condition it's in.

Can I get my watch serviced outside of my 90-day warranty?

Yes, you can, for a small fee of $15 per watch. That is, of course, if it's simply a battery replacement. (The fee includes a new battery, labor, and return postage only.) If your watch has been tampered with—by yourself or someone else—the fee is $30 per watch. That price includes an internal rebuild, labor, and return postage. These rates are only for US-based collectors. If you live outside of the US, please send us an email so we can provide some information before attempting to find a local repair shop.

I lost my watch. It fell off my arm at (insert place here). Can you send me a new one for free because I think it was defective?

Sorry, but we don't cover lost or stolen merchandise. If your watch fell off your arm, chances are it was stretched to a breaking point or it got snagged on something causing a pin to pop out. This is common for pretty much any watch that is put under any sort of stress. We're truly sorry for your loss, but we do not cover lost or stolen goods.

What does my limited warranty cover?

We offer a limited warranty against defective materials and workmanship for a period of 90 days after original purchase. We will promptly repair or replace your watch at our discretion if it is immediately returned to us with a copy of the original sales receipt.

This warranty does not cover normal wear and tear, the life of the battery, gaskets, aging, peeling, alteration or discoloration of the watch casing, crystal or straps from normal usage.

This warranty does not cover any damage on any part of the watch resulting from abnormal use, lack of care, negligence, tampering, accidents, and incorrect use of the watch.

All applicable implied warranties, including the implied warranty of merchantability and of fitness for a particular purpose given to you by law, are hereby limited to the duration of this warranty. Under no circumstances will Vannen Inc. be liable for any indirect or consequential damages of any kind. Some states do not permit limitations on how long implied warranties last, or exclusions or limitations of incidental or consequential damages, so exclusions or limitations mentioned may not apply to you. This warranty gives you specific legal rights and you may also have other rights which may vary from state to state.

Vannen watches are focused on fashion and style. Our watches are water resistant up to 10 meters / 30 feet, but we strongly suggest you take it off before you shower, bathe or swim. If your watch is exposed to salt water or sand, rinse it off with fresh water immediately.

Water resistance is achieved by using a rubber gasket which will deteriorate over time under normal conditions and reduce the water resistance of your watch. Please contact us within a year to two years of your purchase so that we can service your watch by replacing the gasket and battery to ensure proper water resistance and functionality.

Expired or low batteries left inside a watch can harm the movements and render it useless. Replace the battery at least every 2 years. Please refrain from replacing the battery and gasket yourself. We're happy to do it for a small fee and you'll have peace of mind knowing it was serviced with care here at Vannen.

SHIPPING & RETURNS

How long does it take to process my order?

Depending on the volume of orders coming in, new orders placed before noon PST are typically processed within 1-2 business day of the original purchase date. Orders placed on a release date may take up to 3 business days to be processed.

What are my shipping options?

Currently, we exclusively use the United States Postal Service for all domestic and international orders. Domestically we offer Priority Mail (fast shipping) and Ground (slow). International orders can choose between Priority Mail, and First-Class.

International customers, please be aware that our First Class Shipping (sometimes known as FREE First Class Shipping) is a great inexpensive option for your shipping needs (but keep in mind it does not offer tracking). On top of that, it also takes a very long time for you to receive your package. We're talking over a month if not more before your box will arrive at its destination. Please don't panic and email us for a replacement watch. You're just going to have to sit tight and wait it out. Now if you don't receive your watch within 2 months of ordering it; then you have every right to panic and contact us. With that said; if you chose FREE International First Class Shipping we are not responsible for lost, stolen or delayed packages. If you want fast delivery, tracking, and piece of mind; we suggest you pay a little extra for Priority Shipping on your international order at vannenwatches.com.

PLEASE NOTE: Orders are not shipped until payments are fully processed/cleared through your credit card company. Please keep this in mind when choosing your shipping option.

Do you cover tax/tariffs/duties/fees when shipping to other countries?

If you are shipping your order to a country outside of the United States, you are responsible for all taxes, duties, tariffs, and fees in addition to any applicable customs laws and restrictions associated with importing products into that country. These laws and fees can change at any time and we recommend that you check with the appropriate customs offices before placing an order on vannenwatches.com. Vannen will not add any of these fees to your order before checkout and will not reimburse you for any portion of the price of merchandise purchased, cost of shipping, taxes, customs or any other fee on orders undelivered due to recipient refusal.

How much will shipping cost me?

Shipping costs will vary depending on the size and weight of your order along with the destination and shipping option you choose. You can check your shipping charges by adding items to your shopping cart and proceeding to the check out page. You will not be charged until you enter your credit card information and submit your order.

When will I know when my order has been shipped?

We will send you an email notification when your order is shipped.

Can I cancel my order?

You may attempt to cancel your order by emailing cancel@vannenwatches.com IMMEDIATELY after placing an order. Please include your name, mailing address, order number and a return email address. However, we cannot guarantee that we can cancel your order in time before it is shipped out.

Can I return/exchange my watch?

If you are not happy with your item you may return the product in its ORIGINAL, UNOPENED, UNUSED condition for a refund minus the cost of shipping. You must provide the original sales receipt within 14 DAYS for a refund. Please contact us ahead of time at returns@vannenwatches.com BEFORE sending your item back. All returned items are subject to a $15 restocking fee. Because our merchandise is limited, we will not be accepting any exchanges or returns on worn or used merchandise.

What if my watch is defective?

All defects are covered under the 90-day limited warranty. A "defect" is a mistake made in the manufacturing process that does not result from normal wear and tear, negligence or misuse. We will promptly repair or replace your watch at our discretion if it is immediately returned to us with a copy of the sales receipt. Please contact us at service@vannenwatches.com before sending in your watch for service.

Vannen, Inc. will not be held responsible for any watch returned to us without authorization.

What is Vannen's pricing policy?

Vannen reserves the right to change prices at any time. Please visit our site frequently for updates.

How do I send my watch in for a return, repair or service? 

You will need to contact us FIRST before sending your watch in for a return, repair or servicing. For returns, please contact us at returns@vannenwatches.com.

After we receive your request we will email you shipping instructions.

Please send all packages to Vannen, Inc. PO Box 3271 Santa Monica, CA 90408-3271.