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F.A.Q Frequently Asked Questions
Checkout
Why do I have to checkout?
I cannot access the checkout page at all - my computer screen says "Page Not Found" or similar.
I'm entering my email address but the checkout can't find my item.
What payment methods do you accept - can I use a different payment method?
Can I pay you in Dollars or Euros?
Can you send me a PayPal Invoice?
Are there any surcharges I should know about?
How will I know if I've paid?
I think I've paid twice!
The checkout says the item may have been paid for - why?
What's the problem with Hotmail accounts?
Why won't you ship to my country?
General
Contacting us.
Why haven't you replied to my email?
Why have you sent me a virus?!
Watch Questions
Setting the time/date
Water resistance explained.
Can I wear my watch in the bath/shower/sauna etc?
How do I reset the Chronograph on my Krug-Baumen/Claude Valentini watch?
How do I reset the Chronograph on my Klaus Kobec/Zeitner watch?
Checkout
Why do I have to checkout?
We need your delivery address before you pay - if you don't use our checkout we have nowhere to deliver your item. The checkout system we are using brings a host of benefits to you including automated calculation of postage discount, automated tracking number email when we dispatch and an accurate hard copy invoice for your purchase.
I cannot access the checkout page at all - my computer screen says "Page Not Found" or similar.
The checkout page relies on a session cookie in order to operate. You may be unable to get the page to display or function correctly if your computer won't accept cookies.
The easiest option is to try the checkout button on another computer, but if this is not possible you can try to fix this yourself - the following courses of action may help, but you are warned that we are NOT responsible for any difficulties you have with your computer's settings.
1. Delete your Temporary Internet Files.
2. Check that your web browsers security settings allow cookies.
3. Set Internet Explorer to "medium" security settings.
4. Check your firewall settings.
To perform options 1-3, from within Internet Explorer click "options" from the tools menu.
It is, possible (if unlikely) that our checkout system is experiencing difficulties so trying again in an hour is probably the first and best course of action.
I'm entering my email address but the checkout can't find my item.
These days people tend to have several email addresses. You must enter the email address that was registered with your account at the time as this is the only way the checkout can identify you.
What payment methods do you accept - can I use a different payment method?
Our system is set up to deal with large quantities of orders quickly and efficiently, please do not buy if you are unable to pay using the payment options listed on our site.
Can I pay you in Dollars or Euros?
We will not accept payments in any currency other than the one that the item is listed in. PayPal can perform payments for you in different currencies - if you need to know the exchange rate they use the information is on the PayPal website.
Can you send me a PayPal Invoice?
No. PayPal payments must come though the Truition Checkout system. We provide a hard copy invoice with your item.
Are there any surcharges I should know about?
We do make a surcharge for direct credit/debit card payments through our checkout system (this does not affect PayPal payments made through a card). When paying by Direct bank transfer, certain surcharges also apply, (paying by bank transfer is only available subject to prior arrangement and authorisation). All other accepted payment methods have no extra charges.
How will I know if I've paid?
This depends on the payment type. If you use PayPal or the card payment option you will get an email from PayPal or WorldPay confirming that you have made a payment. Do NOT attempt to send PayPal payments without going through the checkout system - we do not manually check for payments in our PayPal account.
The checkout system automatically sends you a "thank-you" email when it receives payment. This happens almost immediately after you pay with PayPal or a card and is how you know when we have cleared your cheque, received your Postal Order/Bank Transfer etc.
I think I've paid twice!
This is highly unlikely, however, if your card/bank statement shows two payments to us, contact us immediately via email. Please include all relevant information - which item number(s), how the payments were made, the date of each payment and the exact amount of each payment.
The checkout says the item may have been paid for - why?
The most common reason for this is the checkout expecting you to send a cheque (or other offline payment). If the checkout is expecting this type of payment and you would prefer to pay online with PayPal or a credit/debit card, click the "change" link under the payment type. This takes you back to the payment options screen for your order.
UK buyers can get around this problem by sending us a cheque for the order, but this option is not available to buyers outside the UK. We will NOT accept cheques from customers outside the UK under any circumstances.
What's the problem with Hotmail accounts?
Microsoft have placed some restrictions on the way hyper links works from within Hotmail. This is a security feature to protect Hotmail users from certain types of emailed links. Ours are not dangerous of course, but the Hotmail system prevents them from working properly.
Why won't you ship to my country?
If a listing does not state that the item can be shipped to your country, then we cannot do it, simple as that. No exceptions.
GENERAL
Contacting us.
Getting in touch with us is easy - if you chose to email us (which is your best option) please include as much information as possible with the question or query so as we know which order you are referring to. For further information in regard to contacting us click here.
You are welcome to call us on +44 (0)870 766 7654. Please make your call between 10am and 5pm GMT, Monday to Friday. We do not answer the telephone outside these hours.
Why haven't you replied to my email?
As a matter of company policy, every email that has a question in it will be answered. If you get no response, either we didn't get your email, or you did not receive our reply. Many people have junk mail filters today - please check to see if your email software has deleted the response from us.
AOL occasionally block email from entire ISP's. If you have an AOL account there is not much we can do about this. They do not normally block email for periods longer than 24 hours, so try emailing again the following day if your question goes unanswered. You may want to consider getting an email account with Hotmail or Yahoo if you have difficulty receiving email from non-AOL members.
Why have you sent me a virus?!
We haven't! Unfortunately forging the "from" field in an email (known as spoofing) is very easy to do. Most viruses currently in circulation do this automatically. - so emails that may appear to have come from us are in fact from computers that are infected with a virus which is pretending to be us.
If you think you have received a virus from us, we will be happy to check if you let us know the source IP from the header of the email you have received so we can check against the IP addresses of our mail servers.
WATCH QUESTIONS
Setting the time/date
Please be aware that due to a printing error in the instruction manuals of some Krug Baumen and Claude Valentini watches, to alter the date the crown must be rotatated anticlockwise and not clockwise as stated.
Water resistance explained
Water resistance is measured in metres or ATMS. One ATM is equivalent to 10 metres. If, for arguments sake, your watch is marked as water resistant to 30 metres (3 ATMS) then it is suitable for surface swimming, not diving/scuba diving. The 30 metres refers to the water depth the watch can withstand under laboratory conditions, not real life. This is true of ANY watch, not only those sold by us.
Water resistant watches should be inspected every year by a qualified jeweller and any worn out seals replaced. The water seals should also be checked whenever the watch is opened - for instance when having a new battery fitted.
Water resistance should never be confused with "water proof". There is no such thing as a water proof watch.
Can I wear my watch in the bath/shower/sauna etc?
No - hot water can have a damaging effect on the seals used in your watch that provide its' water resistance.
How do I reset the Chronograph on my Krug-Baumen/Claude-Valentini watch?
Pull the crown out to it's farthest position - on some models it will need to be unscrewed in an anti-clockwise direction first. Press the top button to set the large second hand, the lower button to adjust the small chronograph dial. Once set, return the crown to it's normal position, screwing back in if necessary to retain water resistance.
How do I reset the Chronograph on my Klaus-Kobec/Zeitner watch?
Press both the buttons simultaneously and release - the second hand should perform a short (roughly 10 second) sweep. Press the top button to adjust the large second hand, use the lower button to adjust the small chronograph dial. Once both are in the desired position, press both buttons once more to set (the second hand will perform a short sweep again). Start and stop the chronograph by pressing the top button twice, and finally press the lower button to reset. The hands should now return to the positions you set. |
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