FAQ

We ship with UPS, DPD, and DHL. 

Do I need to pay customs fees?

All orders within the United States and the European Union come with duty paid and applicable sales or VAT tax paid. There are no additional charges if you order to the United States or the European Union. If you order outside the United States or the European Union (Ukraine, Russia, Singapore, Hong Kong, etc.), we cannot say for certain whether your local post will charge you for the products you order. Please contact your postal service for most information on any extra fees. 

How much does Shipping Cost?

Shipping is free on all orders over €100. Shipping for orders less than €100 costs €4.99

Package Delivery Failed Attempt 

If the post service has attempted to deliver your package but was unable to do so the post will try to deliver again at the same address the following day or will leave a notice and you will be required to pick up the package from your local post office.  

If the courier was unable to deliver the package 3 times, the order will be returned to us. In this case, we can re-send the package to you. Please note, however, that this does not make the order eligible for a refund as we cannot control whether the addressee picks up the package. 

TRACKING

How do I Track my Order?

When your item has been shipped we send you an e-mail with the tracking code and the website of the shipping company where you can input the code. 

My Order Status Says Pending

If your order status says "pending" or similar it means that the tracking code has not yet been synchronized with the tracking system. Please allow 2-3 business days for the system to recognize your tracking code. If after 5 days the same information appears please contact us at support@paul-rich.com

The Order Has not Arrived Within the Specified Time Range 

We ship all our orders within 48 hours of payment confirmation. 

The order delivery times are listed in BUSINESS DAYS. Saturdays and Sundays are not business days. Packages are being moved only Monday through Friday. 

For example, if you selected free 5 business days shipping, that could mean up to 7 days delivery time. 

If your order is late more than 5 business days please contact support@paul-rich.com and we will help you resolve the issue immediately. 

My Tracking Number does Not Work

Sometimes it may take up to 3 business days for the tracking system to reflect any changes in the status of your package. In particular, if you have recently ordered and received your tracking number the system may not yet reflect the new status of your order. Therefore, we kindly ask all customers to allow at least 3 business days from the date of package shipment before contacting us about a non-functioning tracking number. 

RETURNS

Cancelling an Order

All orders can be cancelled within 1 hour when placed Monday through Friday between 9 AM and 5 PM Central European time. If your order has been paid and you need to make a change or cancel an order, you must contact us within that time frame. The support team does not work 24 hours and therefore cannot cancel your order outside the above time frame. We are connected to an automated warehouse management system and do not actively monitor the flow of orders. 

Orders placed on weekend can be canceled by 6 AM Monday, European Central time.  

What Items Can be Returned

All unused items can be returned within 30 days of receipt.

If you ship your intended return after the 30 day return period the item(s) will be sent back to you and no refund will be issued.

We do not accept refunds of USED products. Used products will be mailed back to the sender and no refund will be issued.

If the watch has been worn, regardless of how long it was worn, the watch cannot be returned.

ANY SIGNS OF WEAR OR REMOVAL OF PARTS INCLUDING FOIL AND TAGS WILL RESULT IN REFUSAL OF YOUR RETURN.

How to Return an Item

To return an item please follow this procedure:

1. Email support@paul-rich.com and provide your order number as well as specify the items you want to return. 

2. After we have confirmed your request please re-pack the item in its original condition with labels and tags still attached. 

3. Send your package to our European Union warehouse at

Paul Rich - Logistiko SP. Z O.O.
ul. Grunwaldzka 5a
99-300 Kutno
Poland

If you send the watch somewhere else, the return WILL NOT BE PROCESSED.

4. Retain your proof of shipment and wait until the package reaches our logistics center in Poland. Once the package has been received we will notify you within 72 hours and issue a refund. 

5. We do not refund return shipping costs, unless the product was defective on receipt.  

I Received a Faulty Item

If the item you received is faulty, please follow this procedure:

Contact our support centre by emailing support@paul-rich.com and provide your order number, name, address, details of the product (quantity, color, model), and the reason for return. Please attach a photo of the faulty item clearly showing the fault. We will reply within 48 hours. 

We refund return shipping cost for defective merchandise. 

WATCH

Help! My watch has a blue dot on the crown!

If your watch has a blue "dot" on the crown, it's a protective sticker for the PR logo. Simply remove it gently with a piece of cloth by rapidly polishing the crown. The blue dot is NOT supposed to remain after first wear.