Shipping, Customs & Global Logistics
Do you ship to the United States and other international destinations?
Yes. We specialize in international logistics, with our primary distribution network fully optimized for clients across the United States. All timepieces are dispatched from our fulfillment centers via fully insured international express couriers.
How long will it take for my order to arrive?
- United States: Typically 7 to 12 business days.
- Rest of the World: 10 to 15 business days depending on local customs processing.
Delivery timelines are estimates and may vary slightly during peak holiday seasons or extreme weather events.
How do I track my package?
Once your order is processed and handed over to the courier, a shipping confirmation email containing your tracking number and a tracking link will be automatically generated. Please allow 24–48 hours for the logistics carrier to update the tracking status on their network.
What should I do if my tracking status hasn’t updated or my package is delayed?
International tracking lines occasionally experience brief pauses during customs clearance transit. If your tracking status remains unchanged for more than 5 business days, please reach out to our primary operations desk at sollensupport@sollenwatch.com with your order number, and we will initiate a priority log check with the carrier.
Payments, Security & Order Adjustments
What forms of payment do you accept?
We accept all standard international payment options to ensure a seamless checkout experience. This includes major global credit networks such as Visa, MasterCard, and American Express, as well as secure, encrypted digital payment processors.
Can I complete my purchase via a wire transfer or bank deposit?
No. To guarantee customer identity protection and maintain a fully secure, automated transaction log, we do not accept wire transfers, direct bank deposits, or cash-on-delivery (COD) options. All purchases must be completed safely through our official web checkout.
Why was my payment declined at checkout?
The most common reason for a declined checkout is an automatic security flag by your card issuer for an international online transaction. We recommend calling your bank or credit card company to authorize transactions from our store, or attempting your purchase using an alternative card.
Can I change my shipping address or cancel my order after payment?
Because our fulfillment system is automated to dispatch orders as rapidly as possible, address changes or order cancellations can only be processed within 2 hours of payment completion. Please submit an urgent notification to our team via email or WhatsApp if an immediate correction is required.
Warranty, Returns & Communication Policies
What is covered under your 45-day warranty?
Every watch purchased directly through our storefront is protected by our signature 45-day worry-free warranty. This coverage applies exclusively to internal mechanical functionality and manufacturing defects under standard daily usage. (Please note that we do not offer official warranty extensions beyond this standard period).
What is your return and exchange procedure?
If you are not completely satisfied with your order, you may request a return within your 45-day window. To qualify for a full refund or exchange:
- The timepiece must remain entirely unworn and unaltered.
- All original protective plastics, tags, and films must be completely intact.
- The item must be securely returned inside its original branded packaging.
To start a return, please contact our support desk to receive your official return instructions.
Why do you handle customer support exclusively via email and digital messaging?
To protect the security of our clients and ensure an indisputable, written history of all service requests, order modifications, and dispute resolutions, our team operates entirely via email and verified digital text messaging. We do not utilize telephone support, allowing our specialists to track and resolve your queries with absolute precision.
Watch Collections, Specifications & Care
What are the main differences between your watch series?
Our brand portfolio features highly curated design lines categorized from our SL20 through our SL90 series collections. Each distinctive series is built around automatic movements and captures unique, minimalist, and cinematic aesthetics. Rather than focusing on complex technical variations, we prioritize offering thousands of diverse, elegant designs to perfectly complement your personal style.
How do I properly wind and set an automatic mechanical watch?
Automatic watches harvest energy from the natural motion of your wrist. If your watch has completely stopped, follow these simple steps:
- Unscrew or pull out the crown carefully to its designated position to adjust the time/date.
- To manually wind the movement, turn the crown clockwise 20 to 30 times while it is in its fully pushed-in position.
- Never adjust the date function while the watch hands are positioned between 9:00 PM and 3:00 AM, as this can strain the internal mechanical calendar gears.
Is my automatic watch waterproof?
Our timepieces are structurally engineered to handle everyday moisture exposures, including light rain, accidental splashes, and handwashing. However, to preserve the long-term integrity of the internal movement seals, we strictly advise against swimming, diving, or exposing the watch to hot steam environments (such as hot showers, baths, or saunas). Always ensure the crown is fully pushed in flush against the case before any contact with moisture.
Do your watch straps fit all wrist sizes?
Yes, our metal mesh bands, stainless steel bracelets, and curated straps are fully adjustable. Most shipments include a complimentary sizing adjustment tool, allowing you to easily customize the fit to your wrist size at home.
How should I clean and maintain my watch strap?
For stainless steel and mesh bracelets, wipe them gently with a soft microfiber cloth after daily wear to remove moisture and oils. Avoid exposing leather or specialized composite straps to heavy water or chemical detergents.
Private Domain, WhatsApp VIP & Loyalty Rewards
What are the benefits of adding your official WhatsApp VIP channel?
Connecting with our verified brand line on WhatsApp at +1 (816) 887-8730 instantly elevates your customer tier to VIP status. This dedicated digital channel gives you a direct link to our specialists for priority order tracking, expedited customer service, and early access to upcoming collection drops
How do I redeem an official Mystery Gift Card invitation?
If you are a historical customer holding a qualified order across our platform and received an invitation code, you are eligible for our private reward system. Simply message your original order details and your invitation code to our official WhatsApp support at +1 (816) 887-8730. Our private domain representatives will guide you through our standard 4-step verification process to instantly unlock your mystery rewards and premium gifts.