FAQ's - Frequently Asked Questions
What can I have engraved on your watches?
We're thinking of new ideas and techniques all the time to give you as much choice as possible. We can engrave text, an 8 word message of your choice, handwriting, fingerprints, hand/footprints, and we now offer photographs engraved on either the front or back of our watches!
I have a special request for my order, how do I let you know?
If you have any special requests, you can include them in the notes section at the checkout. If you've forgotten to include them and have already paid, you can email us at firstname.lastname@example.org and include your order number in the subject line. We suggest doing this as soon as possible to ensure we see your message before production begins.
I'm not sure if an image I want to use will work, what do I do?
We will always try our very best to make sure we can use an image you send us, and we use a combination of different design techniques to make your image as clear as possible. If we can't do this for any reason, for example if the lighting on a photograph can't be adjusted enough, we will contact you and discuss the options. We don't send out your watch unless we're completely happy with it, so rest assured that you'll love it when it arrives!
Are your watches waterproof?
We like to say they're splash proof, so a little moisture is usually fine from everyday activities. But we don't recommend that they're submerged in water, so remeber to take it off before showering or swimming!
When can I expect my order to arrive?
For specific delivery times, please visit our shipping page here.
I want to change something about my order, is this possible?
It all depends on what part of the production process your watch is in. If we haven't yet engraved your order, it is possible to make some changes. However if we have started to engraving process, this then means your order is unable to be changed.
How do I cancel my order?
With our pre-made designs (so anything that hasn't been personalised) you have the right to cancel your order, ideally this would be within 24 hours as after this we would begin the engraving process. Unfortunately any items that have been personalised/customised are exempt from returns, exchanges or cancellations. For further details, please contact us at email@example.com or see our returns page here.
Can I return or exchange an engraved item?
All of our pre-made designs can be returned or exchanged. Unfortunately, all personalised items are non-refundable and cannot be exchanged, unless faulty. Please note that for items returned or exchanged that are not faulty, buyers are liable for return shipping costs. See our returns page for more details.
What should I do if I have a problem with my watch?
We don't often have issues with our watches, but in the rare case you experience any problems, please get in touch with us at firstname.lastname@example.org and include your order number in the subject line to ensure your query is dealt with as quickly as possible.
Are your watches made in the UK?
They certainly are. We operate our family run office in Salford, Greater Manchester where we design, engrave and assemble all of our watches!
Why aren't your watches unisex?
They can be! There are no mechanical differences between the two sizes, the only difference is the watch size itself. Women's watches are slightly smaller, designed for slender wrists. Mens are slightly larger in size, but other than that, there are no differences other than our current strap choices. Please see below for details on the sizes.
What size's are your watches?
|Type||Strap Length||Strap Width||Watch Face|
|Men's All Varieties||26cm||2.3cm||4.5cm|
|Women's Classic Bamboo||24cm||2cm||3.9cm|
|Women's Full Wood Bamboo & Rose Gold||20.4cm with an extra 6cm when clasp is opened.||1.2cm||3.8cm|
Do you ship to my country?
For a list of countries that we currently ship to, please see our shipping page here.
What movement are your watches?
We create designs that are made to last, so we believe our watches should to! We only use high quality Japanese Quartz Movements in our watches.
Can I get a discount on purchasing more than one watch?
We offer a varierty or wedding packages with mutli-buy discounts designed for wedding parties! (And to keep the costs of those ever growing wedding budgets down...)
Will I get a confirmation email once my order has been shipped?
Absolutely, as soon as we dispatch your item you'll receive an email to let your know your order is on its way! You'll also get a link to your tracking information in the email too, so you can stay up to date with your package. You can also track your order here.
Do you offer a guarantee on your watches?
We offer a 3 month guarantee on all of our watches to cover any manufacturing defects. For more information on what's covered under our warranty, click here.
How can I track my order?
You can check on your confirmation email, which will have your tracking number in it, or you can entre this information on our tracking page here.
Will I have to pay international duty and taxes?
Your order may be subject to import duties and taxes once the shipment arrives in your country. Charges vary for each country so we recommend that you get in touch with your local customs office for information about charges. ChiselTree cannot accept responsibility for duties/taxes applied to your package. Please note that whilst we include all the necessary information required for ease of customs clearance, some packages can be subject to random spot checks or delays which may affect delivery times. Due to this, all delivery times are estimates and therefore not guaranteed.
If you have a question that isn't listed or you would like to speak to a member of our team, please contact us at email@example.com