FAQ - Frequently Asked Questions
Find answers to the most frequently asked questions about our watches and services here.
OUR WATCHES
What type of movement do our watches have?
Our watches are equipped with Japanese automatic movements, renowned for their precision and reliability. More specifically, the Auriga model uses the Myota 9215 movement and the Astrale model the Myota 9015. These two movements offer specific advantages:
- Accuracy : Myota movements are renowned for their accuracy, ensuring your watch keeps accurate time with minimal drift. As with all automatic movements, it is normal for them to gain or lose a few seconds per day.
- Robustness : These movements are built to last, with a solid structure and increased shock resistance, perfect for everyday use.
- Low Maintenance : Japanese automatic movements require little maintenance, thanks to their robust design and proven reliability.
What types of bracelets does Ponctuel Watches offer?
Our watches are designed with a distinctive steel bracelet, featuring an easy clips attachment system for quick and secure installation. In addition to this steel bracelet, we offer leather, nubuck and rubber options to meet the varied needs of our customers. These materials have been selected for their resistance and elegance, perfect for facing all situations, whether it is daily wear, outdoor adventures or special events.
Thanks to the easy clips system on all our straps, you can change your style quickly and easily, without the need for a watchmaker or specialized tools. It only takes a few seconds to adapt your Ponctuel Watches watch to your day, in complete autonomy.
What materials are used in our watches?
At Ponctuel Watches, we favor high-quality materials to ensure durability, comfort and timeless aesthetics.
- 316L Stainless Steel : All our watches are made of 316L steel, a material commonly used in luxury watchmaking. This steel is corrosion-resistant, hypoallergenic, and offers excellent durability. Its smooth and resistant surface allows it to retain its shine even after years of use, while being comfortable to wear.
- Sapphire crystal (Auriga model) : The Auriga model is equipped with a domed sapphire crystal, which provides high scratch resistance, even in difficult conditions. This glass is also extremely transparent, offering optimal visibility of the dial from different angles and lights.
- Mineral Glass (Astrale Model) : The Astrale model features mineral glass, known for its impact resistance and ability to absorb shocks well. This type of glass is ideal for everyday activities, offering strength and transparency, while being easily replaceable if necessary.
These materials guarantee our watches a solidity and a sophisticated design that lasts over time, to accompany you on all your adventures.
What is the difference between "waterproof" and "water resistant"?
- Water-resistant means that the watch can resist some water penetration, but within defined limits.
- Waterproof means that water cannot penetrate at all, even with prolonged immersion.
Currently, Ponctuel Watches only offers water-resistant watches. Our watches are water-resistant up to 10 ATM (100 meters depth), making them perfectly suited for the following activities:
- 10 ATM (100m) : Hand washing, showering, swimming, snorkeling, diving, surfing, etc.
So, with a resistance of 10 ATM, Ponctuel watches are ideal for daily aquatic activities and water sports, but are not suitable for scuba diving.
After-Sales Service and Repairs: How to proceed?
At Ponctuel Watches, we take care of the after-sales service and repairs of our watches thanks to our team of specialized watchmakers. If you encounter a problem with your watch, simply contact us explaining the situation encountered.
To make the process easier, we recommend that you include photos of the problem. This will help us assess the situation more quickly.
Depending on the condition of your watch (if it is still under 2-year warranty ) and the nature of the problem, we will determine if it is covered by the warranty. We will take care of everything and provide you with a quote for validation before any intervention. Your satisfaction is our priority, and we are committed to offering you a quality service for the follow-up of your Ponctuel watch.
SHIPPING
What delivery services do we use?
We exclusively use DHL Express to deliver our watches. This fast and reliable delivery service allows us to ensure that your orders arrive safely and promptly, whether you are in Europe or internationally. With DHL Express, you can rest assured that your watch will be treated with care throughout the shipping process.
Which countries do we deliver to?
We ship internationally, to all countries where DHL can deliver. However, we are unable to ship to some countries due to logistical or trade restrictions. Countries excluded from our delivery service include:
- North Korea
- Iran
- Syria
- Yemen
- Cuba
- Venezuela
- Russia
- Belarus
- Pakistan
- Türkiye
If you have a special request regarding a specific country or region, please do not hesitate to contact us before placing your order. We will be happy to assist you and provide you with information on the delivery options available for your location.
What are the delivery times?
Our watches are usually delivered within 2-5 business days . We do our utmost to ensure fast and reliable delivery, and we keep our customers informed of the progress of their order. Your satisfaction is our priority!
What are the duties and taxes on delivery?
What are the duties and taxes on delivery?
For deliveries outside of Europe, please note that any potential customs fees and import taxes are the responsibility of the customer. This means that when your order arrives in your country, it may be subject to additional charges that vary depending on local customs regulations.
We strongly recommend that you check the regulations in your country before placing your order to avoid any surprises when receiving your package. Each country has its own rules regarding import duties, and it is important to be informed to manage these additional costs. If you have any questions or need assistance, do not hesitate to contact us. We are here to help!
How to track your package?
As soon as your order is shipped, a tracking number will be sent directly to the email address you provided when placing your order. This number will allow you to follow the progress of your watch in real time via the DHL website. This will allow you to check the status of your package and know exactly when it will be delivered. If you have any questions regarding the tracking of your order, do not hesitate to contact us. We are here to help you!
What should I do if there is a problem with my delivery?
If you have any problems with the delivery or any questions, please do not hesitate to contact us. We are here to support you and offer you the best possible experience.
RETURNS & EXCHANGES
How to request a return?
Once you have received your items, you have 14 days to contact us to submit a return request. To do this, please go to our contact page to start the procedure. Once your request has been submitted and accepted by our team, you will receive all the necessary instructions to return your order. Please provide your order number and any relevant information to facilitate the processing of your request.
Please note that returned items must be unused and in their original packaging. We reserve the right to refuse a return if the products show signs of wear.
How to request an exchange?
Once you have received your items, you have 14 days to contact us to submit an exchange request. To do this, please go to our contact page to start the process. Once your request has been submitted and accepted by our team, we will contact you to arrange the exchange.
Depending on the item you choose as a replacement, an additional payment may be required, or we may refund you a price difference, if applicable. Please provide your order number and any relevant information to facilitate the processing of your request.
Please note that items to be exchanged must be unused and in their original packaging. We reserve the right to refuse an exchange if the products show signs of wear.
What are the reimbursement deadlines?
Once we have received the returned product and it has been positively checked, you can expect 3-4 business days to receive the refund on the account used when ordering. We do our best to process refunds quickly and efficiently. If you have any questions or concerns about your refund, please do not hesitate to contact us.
GUARANTEE
What does the warranty cover?
Our Ponctuel Watches are guaranteed for two years from the date of dispatch. This guarantee covers manufacturing defects, but does not apply to damage resulting from improper use, lack of care, neglect, accidents or failure to follow the instructions for use.
Any damage caused by abnormal or incorrect use, as well as lack of proper maintenance, will not be covered by the warranty.
How long is the warranty?
The warranty for Ponctuel Watches is valid for a period of 2 years from the date of order.
What to do after the warranty?
What to do after the warranty?
At Ponctuel Watches , we provide after-sales service and repairs for our watches thanks to our team of specialized watchmakers. If you encounter a problem with your watch after the warranty period, simply contact us describing the situation.
To make the process easier, we recommend that you include photos of the problem. This will help us assess the situation more quickly.
Although the 2-year warranty has expired, we will review the condition of your watch and the nature of the problem to determine the repair options available. We will provide you with a quote for validation before any intervention. Your satisfaction is our priority, and we are committed to providing you with quality service for the follow-up of your Ponctuel watch.
STILL A QUESTION?
If you can't find the answer to your question in our FAQ, please feel free to contact us directly. Our team is here to help you and will answer all your concerns. Whether it's for additional information about our watches, the services we offer or any other request, we are at your disposal to provide you with the necessary assistance.
