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    General

    • What services do The Hour Glass offer?

      Your watch collecting journey does not end with the delivery of your timepiece. As a valued customer of The Hour Glass, we remain at your service should you require any assistance from any of our 40 boutiques across the 10 cities we operate in. You are also invited to opt-in to our newsletter mailing list and receive the latest content on watches curated by our editorial team.


      As our valued customer, you may also have preferential placements on limited edition or highly sought-after watches, in addition to receiving invites to closed-door events hosted by us or by our brand partners.

    • Which brands is The Hour Glass an authorized dealer of?

      The Hour Glass is one of the world's leading specialist watch retailers, with an established presence of 40 boutiques in ten key cities across the Asia-Pacific region. We take immense pride in being the official retailer for a carefully curated selection of luxury watch brands and independent watchmakers. Our network of multi-brand and stand-alone brand boutiques are all strategically located in the key luxury retail corridors in Singapore, Kuala Lumpur, Bangkok, Phuket, Hanoi, Ho Chi Minh, Hong Kong, Tokyo, Sydney, Melbourne and Brisbane. For a list of brands we are an authorized dealer of, please visit www.thehourglass.com/brands.

    Shipping

    • What is your shipping policy?

      Shipping addresses in Singapore

      Your orders will reach you between 7 - 14 days via our priority courier. If you prefer to collect at any of our 5 designated boutiques in Singapore, you may do so 7 days after placing your order.

      The list of boutiques selectable during the checkout process, as follow:

      • The Hour Glass Parkway Parade, 80 Marine Parade Road, #01-47 to 52, Singapore 449269. Mon-Sun: 10.30am to 9.00pm
      • The Hour Glass Orchard Central, 181 Orchard Road, #01-06, Singapore 238896. Mon-Sun: 10.30am to 9.00pm
      • Watches of Switzerland VivoCity, 1 Harbourfront Walk, #01-66, Singapore 09858. Mon-Sun: 10.00am to 10.00pm
      • Watches of Switzerland Paragon, 290 Orchard Road, #01-19/20, Singapore 238859. Mon-Sun: 10.30am to 9.00pm
      • Watches of Switzerland Tampines Mall, 4 Tampines Central 5, #01-48, Singapore 529510. Mon-Sun: 11.00am to 10.00pm

      Shipping addresses outside of Singapore

      You will receive your orders via insured FedEx international expedited shipping within 7 – 14 days of purchase, if there are no customs delay. During the delivery process, FedEx will make 3 delivery attempts and may be in touch with the phone number you provide during the checkout process.


      Shipping Locations

      Exclusive to this online pop-up store, we provide complimentary insured shipping via FedEx international expedited service. Soon as your order is shipped, you will receive an email notification with a FedEx tracking number. To monitor your order, you may input this on FedEx website.

      We only deliver to the following countries:

      • Singapore
      • Australia
      • Malaysia
      • Thailand
      • Vietnam
      • Hong Kong
      • Japan
      • Indonesia
      • Dubai
      • USA
      • UK
      • Germany
      • Canada
      • Italy
      • Spain

      However, should you reside outside of these countries and like to arrange for shipment, you may reach us at customer-service@thehourglass.com.

    • Is shipping complimentary?

      We offer free shipping at no cost to our customers. Free shipping applies to the list of select countries we ship to as stated above.

    • How can I track my order?

      Once your order has left us, you will receive an email containing an airway bill number to track its progress online. You may enter this into FedEx’s web page for details, here.

    • Is my order insured during shipping?

      We insurance all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same products order, or refund the amount paid by you in full.

    • Do you ship to PO boxes and freight forwarding addresses?

      No we do not ship to PO boxes for security reasons.

    Returns

    • What is your returns policy and process?

      Customer satisfaction is paramount for The Hour Glass and we endeavor to ensure you are satisfied with your order. You may return your order to us for a refund of the original amount paid to us, if the watch is found with manufacturing defect(s) upon your receipt, and if the watch meets our quality assessment when received by us. We shall determine the merits of any returns at our sole discretion.


      To return an item please send an email to customer service@thehourglass.com and indicate your invoice number. A Customer Service representative will get in touch with you and send a Return Request Form for your completion. If the returns fulfil our assessment criteria, you will then be provided with an authorisation number.


      To apply for a refund, please initiate a request for an authorisation number within 7 days of receiving the order and ship the product to us within 3 days of the authorisation number being issued. Products must be returned with the original invoice shipped together with the product(s). The product(s) are to be in an unused state and in brand-new condition, with all original shipping and product packaging, protective materials, and tags in place.


      The Hour Glass will not accept any returns if the product shows signs of wear, or has been used or altered from its original condition in any way, or if the 7-day returns authorisation window or the 3-day shipping window has passed.


      If your order is found to have manufacturing defect(s) through our quality assessment, we shall return the amount paid by you in full through the same debit or credit card you had used to pay. Alternatively, we may ship a new replacement watch. In both cases, the cost of the returns shipping will be borne by us. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.


      If your returns do not meet our quality assessment, we shall ship the same watch(es) which you have returned, back to the same shipping address as your original order. We will also send an invoice for the returns shipping fee.

    Payments

    • Is The Hour Glass ecommerce website secured for online payment?

      The Hour Glass takes the security of online transactions seriously.


      Our website runs on 256-bit SSL certificate that protects credit card and transaction data at the same security level provided on bank websites or applications. Our payment gateway, Stripe, is certified PCI 1, the highest level of payments security standard available. We do not store you credit card or debit card details.

    • What payment methods do you accept?

      We accept both debit and credit cards from AMEX, VISA, MASTERCARD.


      Please note that during the checkout process, for added security, your bank may prompt you to enter an One-Time Password (OTP) on our webpage. During this period, please do not close your browser.

    • What currency do you bill in?

      We bill exclusively in Singapore Dollars(SGD). At point of payment, we bill in SGD, and your credit or debit card provider will convert this into your card default currency and bill you accordingly.

    Customs Duties and Taxes

    • Do I have to pay customs duties and taxes and customs fees if I’m buying outside of Singapore?

      To facilitate delivery of your order directly to the shipping address you provide during the checkout process, your orders will be shipped on “Customs Duties and Taxes paid by sender” basis via FedEx. As part of the purchase process, you agree that we will first collect the estimated sum of Custom Duties and Taxes and customs fees at point of checkout, and FedEx will pay this on your behalf to the customs of the destination country.


      You will see this amount as the “Estimated Customs Duties and Taxes / Fees” line on the checkout page. We calculate this by entering the Harmonised System (HS) code we deem most appropriate for your order, into the FedEx Global Trade Manager tool, and displaying the sum of applicable customs duties and taxes, and customs fees. The actual amount payable to the customs may differ, and should the amount we collect from you during checkout exceeds the actual payable amount, and you agree that no refunds shall be provided to you.


      However, in the rare occasions where buyers have to pay additional import duty or other taxes, fees or charges applied by customs or other authorities in the country of receipt, you must comply with all laws and regulations of the country in which you are receiving the order. Any additional charges for customs clearance must be borne by you; we have no control over these charges. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs office for further information.

    Warranty

    • What does my watch warranty cover?

      Your watch is covered under a 2-year international warranty direct from manufacture. Warranty documents can be found within the watch box stamped with The Hour Glass as the authorized retailer. Should your watch require any servicing, you may bring it to any Nomos Glashütte service centers worldwide. You may refer the official NOMOS Glashütte website or contact us should you require more details.

    • How may I get an additional 1-year warranty if I purchase online?

      For purchases made on this online pop-up store (https://nomosreddot.thehourglass.com), The Hour Glass will extend 1 additional year of local warranty in addition to the 2-year international warranty provided by Nomos Glashütte. Should your watch require servicing on the third year, you may email your request to customer-service@thehourglass.com specifying your invoice number. Thereafter, you will be required to fill up a warranty authorization form, and will be provided with a warranty authorization number, if found to be valid. Details including arrangements for pickup to our servicing location will be advised via email.


      The Hour Glass has full discretion on fulfilling this additional 1-year warranty, and is subjected to our quality checks that the watch has not been damaged.

    Account

    • Do I need to set up an account to Place an Order?

      You can shop without creating an account. At the checkout page, you will be prompted to create an account. However, this is not required for making a purchase.

    Contact

    • How can I be in touch?

      You may reach us at:


      GLOBAL CUSTOMER SERVICE

      +65 6730 1113

      customer-service@thehourglass.com

      Monday to Friday: 10am - 6pm Singapore Time

      (27-29 September 2018: 10am – 11pm Singapore Time)


      GLOBAL CORPORATE OFFICE

      302 Orchard Road, Tong Building

      #11-01, Singapore 238862

      Singapore


      BOUTIQUE COLLECTION

      • The Hour Glass Parkway Parade, 80 Marine Parade Road, #01-47 to 52, Singapore 449269. Mon-Sun: 10.30am to 9.00pm
      • The Hour Glass Orchard Central, 181 Orchard Road, #01-06, Singapore 238896. Mon-Sun: 10.30am to 9.00pm
      • Watches of Switzerland VivoCity, 1 Harbourfront Walk, #01-66, Singapore 09858. Mon-Sun: 10.00am to 10.00pm
      • Watches of Switzerland Paragon, 290 Orchard Road, #01-19/20, Singapore 238859. Mon-Sun: 10.30am to 9.00pm
      • Watches of Switzerland Tampines Mall, 4 Tampines Central 5, #01-48, Singapore 529510. Mon-Sun: 11.00am to 10.00pm