Frequently Asked Questions
For assistance, email bonestgattiofficial@gmail.com. Please include your order number when contacting us about an existing order.
Ordering
How do I place an order?
Select your watch and color, add it to your cart, and follow the checkout instructions.
How do I track my order?
After your order ships, you will receive a confirmation email containing tracking information. You can also use our Track Your Package page.
Can I cancel my order?
Email us as soon as possible. We can cancel an order only if it has not already been processed or shipped.
Payment
Which payment methods do you accept?
Available payment methods are shown securely at checkout and may include major credit cards and PayPal, depending on your location.
Which currency is used at checkout?
Prices may be displayed in a local currency. The final currency and amount are shown before you complete payment.
Is checkout secure?
Payments are processed by secure third-party payment providers. BONEST GATTI does not directly store your full payment-card details.
Shipping
Where do orders ship from?
Orders are fulfilled from our warehouse and production network in Hong Kong.
Where do you deliver?
We deliver internationally. Available destinations, shipping eligibility, cost, and the current delivery estimate are shown at checkout.
When will my order ship?
Orders are normally processed within 0–3 business days. Weekends, public holidays, product availability, and carrier conditions may affect processing time.
How long does delivery take?
Standard international delivery commonly takes approximately 5–15 business days after dispatch. Eligible DDP shipping routes commonly take approximately 15–20 days. These are estimates rather than guarantees; customs inspections and carrier delays may extend delivery time.
How does DDP shipping work?
If an eligible Delivered Duty Paid (DDP) route is available for your destination and you select it at checkout, you will not need to arrange customs clearance or pay import duties separately. While customs clearance is in progress, the last-mile tracking number may remain inactive. Tracking updates normally begin after customs clearance is completed and the local carrier receives or activates the shipment.
Will I need to pay import duties or taxes?
If you select an eligible DDP option at checkout, you will not need to pay import duties separately. For other shipping methods, import duties, VAT, GST, brokerage fees, or other charges may be collected by your local authorities or carrier. Unless checkout states otherwise, these charges are the customer's responsibility and are non-refundable.
Returns and Refunds
Can I return an unworn watch?
Eligible unworn and unused items may be returned within 30 days after delivery. The watch, packaging, protective films, tags, accessories, and included items must remain in their original condition. Please read our Refund Policy before sending anything back.
What if my order arrives damaged, defective, or incorrect?
Contact us within 7 days after delivery and provide your order number plus clear photos or video of the issue. After verification, we will arrange an appropriate replacement, repair, or refund.
How do I request a return?
- Email bonestgattiofficial@gmail.com with your order number and reason for return.
- Wait for return instructions before shipping the item.
- Pack the complete item securely and use a trackable shipping service.
No restocking fee applies to an eligible item returned in its original, complete, and unused condition. If inspection confirms wear, damage, missing components, or another actual reduction in resale value, a deduction reflecting the actual loss may be made, up to 20% of the product price. For a change-of-mind return, the customer is responsible for the direct return shipping cost.
Where are returns sent?
Return and service addresses are provided by email after your request has been reviewed. Contact bonestgattiofficial@gmail.com before sending any parcel. The correct address may depend on the order, destination, and type of service required.
Do not send a parcel without return authorization, because unauthorized returns may not be identifiable or accepted.
When will I receive my refund?
After the returned item is received and inspected, we will email you with the result. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional processing time.
Do different rules apply to customers in the European Union?
EU customers should also read our EU Return & Withdrawal Policy. Where mandatory consumer law provides additional rights, those rights apply.
Warranty and Repairs
Is a warranty included?
BONEST GATTI provides a two-year limited warranty from the purchase date for manufacturing defects. Proof of purchase is required.
The limited warranty does not cover misuse, water damage, normal wear, batteries, accidental crystal damage, scratches, worn or damaged straps, loss, or theft.
How do I request a repair?
Email us before sending the watch. Describe the issue and include your order number, proof of purchase, and supporting photos or video. We will provide the correct service address and shipping instructions after reviewing the request.
