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HELP CENTRE

Browse through some of the most frequently asked questions below.

  • COVID-19 Shipping Update
  • Order process & shipping details
  • What is Route?
  • Returns & 30 Day Money Back Guarantee
  • Warranty
  • My Watch
  • Instagram
We're still shipping! (read here)

UNITED STATES

Domestic (within the United States) shipping is unaffected and continuing as per normal. 

Please note there may be some small localized delays within certain USPS distribution centers as a result of COVID-19. This should not affect the vast majority of deliveries, and where it does, it will only delay things for a few days - but we are pushing them as much as we can where this is the case. 


INTERNATIONAL


We are temporarily unable to offer free shipping to certain locations. This is due to a lack of airline capacity and so we cannot ensure that your products will reach you in an acceptable timeframe when sent via the US Postal Service. In countries where this applies we have kept the DHL Express option available, as they operate their own cargo planes and so do not face the same issue.

We are also temporarily unable to deliver to any of the countries below:

Cuba, Guinea-Bissau, Mauritius, Mayotte, Reunion Island, Sao Tome & Principe, Seychelles, Somaliland, Timor-Leste, Turkmenistan, Venezuela

We have a search function so you can see the available shipping option to your country here.

Do you offer free shipping?

Yes! In fact this is one of the things we pride ourselves on - free worldwide shipping on all orders over $50! 

Please note that due to COVID related delays in certain countries we have had to temporarily suspend free shipping to a small number of destinations. We will be checking this regularly and resuming our normal shipping practices as soon as we are able to for these countries.

You can see our full shipping policy and what options we have available for you in your country here.

How do I make an order?

Our order process is easy! Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address.

A shipping confirmation email should follow after 1 business day.

Please feel free to e-mail the customer service team on info@ralphchristian.com if further assistance is required at any point

What are your shipping times?

Orders are usually shipped out within one business day of them being placed. Within the US shipping times are between 2 - 5 business days and DO NOT require a signature.

If you do require a signature please let us know after you have placed the order so that we can request this (there may be an additional charge).

You can see all of our shipping options worldwide right here.

Can I track my order?

Yes! We provide tracking information for all orders. You will receive an email update once an order is placed, and a shipping confirmation with the tracking details within one business day.

Please contact our team on info@ralphchristian.com if you happen to run in to any problems.

How do I cancel an order?

Please let us know as soon as possible if you have had a change of mind so that we can accommodate your request. In this situation you should e-mail us on info@ralphchristian.com with your details and leave the rest to us!

Do I have to pay customs and / or import charges?

All orders are shipped from our Florida, USA warehouse.

Ralph Christian cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee.

How secure is your website?

Our online store is protected by the most up to date security firewalls to ensure all data is kept secure. We understand how important secure payment is on any online store, and our checkout process is as secure as it gets. Our site is not only SSL certificate encrypted, but we also allow for payments including credit and debit cards as well as through PayPal – the safest online payment system available.

My order has not arrived, what do I do?

US customers can expect to have their timepiece within 2 – 5 business days. However, if after this period you still have not received your item, then do not hesitate to get in touch with our friendly customer service team via email on info@ralphchristian.com who will be happy to resolve this issue.

Please be patient with international orders as they will inevitably take longer to get to you. If for some reason your tracking link is not working or it is showing as delivered, please get in contact with either the courier or ourselves and we would be happy to find out what has happened. 

What is Route?

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers third-party package insurance via Route+.

Route+

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim?  File here

*Domestic claims (within the US) are eligible to be filed within 30 days from when the item shipped; International: 45 days.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route+ package protection at checkout. 

When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

*Domestic claims (within the US) are eligible to be filed within 30 days from when the item shipped; International: 45 days.

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

If you suspect your package was damaged during manufacturing, please reach out to us here, and will be happy to work with you to remedy the situation.

*Domestic claims with Route+ (within the US) are eligible to be filed within 30 days from when the item shipped; International: 45 days.

What do I get when I insure my order with Route+?

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file a claim for lost, stolen or damaged packages in the unfortunate event that they arise. When you file a claim, it will be reviewed for approval or refund within 24 hours.

Does Route+ cover stolen items?

Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

What if my package is marked as delivered?

Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

*Domestic claims (within the US) are eligible to be filed within 30 days from when the item shipped; International: 45 days.

What are Route’s terms and conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

What are Route's claim policies?
Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

How do I file a claim for my lost, stolen or damaged order?

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form. 

*Domestic claims (within the US) are eligible to be filed within 30 days from when the item shipped; International: 45 days.

What's the deal with your 30-day money back guarantee?

We offer a 30-days no hassle return & exchange policy:

If a product is damaged or was faulty upon delivery - please let us know as soon as possible. You will need to let us know within 7 days of receipt of the item in order to be eligible for a replacement or refund.

Our return/exchange policy is valid 30 days from receipt of the item. Orders returned after this date will not be refunded or exchanged and may be returned to the customer at their cost. The item does not necessarily have to arrive back to us within 30 days, it simply must have been sent (with proof of postage).

To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.

For returns, please send an email to info@ralphchristian.com with the subject 'Returns' and include your order number, name and the reason for the return.

We will provide you with instructions of where to send returned goods.

Customers are strongly recommended to get proof of postage when returning goods to avoid "lost package" situations.

Please note that customers are responsible for shipping costs of returned items. When the returned item is received and inspected, you will receive a confirmation email, notifying about the status of the refund.

If the refund is approved, then it will be processed and a credit will automatically be applied to your credit card or original payment method shortly after.

I've received a damaged / defective item!

We're so sorry! We have a very stringent quality control process but unfortunately, on very rare occasions, errors may slip through or items may be damaged in transit.

If you've received a product that is defective or has been damaged you must let us know within 7 days. We will always try to resolve the issue as quickly as possible - so the sooner you act, the quicker we can find a resolution. If you let us know after the 7 day period we reserve the right to refuse credit or exchange.

Can you tell me about the 12 month movement warranty?

All of our watches come with a 12 month movement warranty from the date you receive your watch. The warranty covers the watch movement against manufacturers' defects for 12 months from the date of purchase.

Within that period your watch will be repaired free of charge (except for a $19.95 shipping & handling fee) if any issue with the movement occurs. Please note that the warranty does not cover the case, glass or band/strap.

We cannot accept any liability for damage or loss caused in transit. Please note that damage caused through accident, misuse, neglect, inexpert repairs, normal wear and tear or theft is not covered. Our warranty is viewable here.

How do I set my watch?

For instructions on your timepiece please view our dedicated page here.

Is my watch waterproof?

All of our watches are at least 3ATM water resistant which means that splashes or brief immersion in water (like dropping it in the sink or getting caught in the rain) will not cause any damage. However they are not sufficiently resistant for swimming, diving, showering or bathing.

My Automatic Watch Has Stopped Working

For a self-winding watch to function properly the mainspring must build up a sufficient power reserve. Many people are unaware that a self-winding watch needs to be wound first manually before it will run automatically. This is called the initiation process and without this, your timepiece will never operate properly or consistently. 

To initiate the watch turn the winding crown at the 3 o'clock position in a clockwise direction for about 20 revolutions. This start up wind is usually sufficient for most automatic watches. Please note that the crown must remain fully inserted whilst rotating.

After the initiation process has been completed the watch will wind itself automatically by means of an oscillation weight that moves every time the watch's position is changed. A self-winding watch should be worn for at least eight hours a day to maximize the power reserve. If this isn't possible, or if the watch has not been worn for more than 10 hours, the initiation process must be repeated.

You can view full instructions for all of our timepieces here.

How do I get featured on your Instagram?

It's super easy! Just tag us in a photo that you upload of your new watch and use the hashtag #ralphchristianwatches. We'll select the most high quality shots and share these with our followers! 

Do you work with influencers / bloggers?

Yes! And we love collaborating with creative people like ourselves - if you think you'd like to do a partnership with us just hit us up at info@ralphchristian.com and we'll be in touch.

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