FAQ

US Customers

US orders are shipped with premium DHL Express shipping.

During checkout, US customers can choose Duties & Taxes Prepaid — DDP Shipping. When this option is selected, we handle and prepay all standard import duties, taxes, and customs clearance charges. This helps prevent unexpected charges or complications during delivery, and the package should arrive directly at your address without any additional customs payment.

If the DDP option is not selected, the shipment will be sent with duties and taxes unpaid. In that case, the customer is fully responsible for customs clearance and for paying any import duties, taxes, brokerage, clearance, or storage fees that may arise.

After receiving your tracking number, please monitor your email closely. DHL may contact you within 2–5 days to request information required for customs clearance. Customers must respond promptly, even when DDP shipping has been selected. Additional costs caused by an incorrect address, missing information, or failure to respond to DHL are not covered by the DDP option.

EU Customers
EU orders are shipped with premium DPD shipping. As we are shipping from within Europe, no customs duties or clearance procedures apply to EU shipments.

General Notice
Customers are responsible for customs procedures and any related charges in their own country. While we do our best to stay informed about changing regulations, customs rules, clearance, and fees are ultimately the responsibility of the buyer, and we cannot be held liable for them.

We accept returns or resolutions only in the following cases:

• The watch arrives defective
• The watch is damaged during shipping
• You receive an incorrect item compared to your confirmed order

In these cases, please contact us within 48 hours of delivery with photos and a description of the issue. We will offer a repair, replacement, or refund, in accordance with EU consumer protection laws.

We do not accept returns or refunds for:

• Change of mind
• Incorrect configuration or sizing chosen by the customer
• Delays caused by shipping carriers or customs
• Minor variations resulting from handmade or custom work

All watches are custom-made and produced to order. Under EU Directive 2011/83/EU, the right of withdrawal does not apply to personalized or custom-made goods once production has started.

Unauthorized returns will not be accepted.

All of our watches are custom made and made to order in our small workshop, run by just Fabio and Lovro. To ensure every piece meets our quality standards, we take the time needed to get every detail right.

Production time is usually around 20 days, but this can vary depending on the time of year and fluctuations in demand. During busier periods, production may take a bit longer.

If you need your watch by a specific date, please let us know:

• by leaving a note at checkout, or
• by contacting us directly via Instagram or email.
  

We’ll always do our best to accommodate special requests and make sure your watch arrives in time whenever possible.

Yes. Contact us here with chat, email or on our instagram page and we will make it for you.

Once your order ships, you'll receive a tracking number via email to monitor your delivery.

Please contact us immediately if you need to modify your order. We'll do our best to accommodate changes before shipping.

EON Watches (Modified Casio Section)
All watches in the EON section are genuine Casio watches that we modify in-house.
Because they are not factory-original Casio products, they do not come with a Casio warranty.
However, every EON watch does include a full 2-year EON warranty covering all modifications and our craftsmanship.
EON Time is not affiliated with or endorsed by Casio. All modifications are performed independently by our team.

Wallie Watches (Fully Produced by Us)
All watches in the Wallie section are completely designed and produced by us, and they come with a full 2-year manufacturer warranty from EON.

Yes, we offer complimentary gift wrapping on all orders. Add a note on checkout and we will add it to your order.

We are a small independent shop, and we sometimes receive sudden waves of orders and customer inquiries. At the moment, it is mainly Fabio and me working in the studio, making and preparing most of our watches by hand, with the help of our designer Ian and photographer Marin.

Because of this, an occasional message may be missed, filtered into spam, or simply get lost during a particularly busy period. Please do not hesitate to follow up and send your message again. Being persistent really helps make sure we see your inquiry and get back to you.

We usually respond to all emails within 48 hours. If you have not heard from us by then, please send us another message. We are never intentionally ignoring you :D