FAQ

Order
Can I cancel and/or change my order?

As long as items are still in your shopping basket, you can still change your order. you can, for example, delete or add items. After you have completed the ordering process, it is no longer possible to change your order. You can cancel your order by contacting our customer service.

Are you an authorised dealer?

Yes, we are authorised dealer of all the brands we sell, all our watches and accessories come with the brands’ standard manufacturer’s warranty. All our watches, including the Pre-Owned watches have a minimum warranty of two years, which we provide and for which you get a separate/extra warranty card.

I did not receive an order confirmation mail and/or track and trace mail. What now?

Usually you will receive the confirmation e-mail immediately after your order, but sometimes it is delayed. Please check your mailbox again after a few hours.

You will receive the track & trace code when your parcel has left our warehouse.

If you cannot find the e-mail(s) in your inbox, we recommend first checking your spam or advertising folder. Has the e-mail not arrived here either? In this case please contact our customer service.

Is it possible to place an order by phone?

No, it is unfortunately not possible to place an order by phone. Orders can only be placed online. However, our customer service is always available by phone.

I made a mistake when entering my personal details. What now?

Please contact our customer service as soon as possible.

Which payment methods do you offer ?

At ORDILU, we use Stripe Payment Services as our payment provider. Stripe is a certified PCI Service Provider Level 1. This is the strictest level of certification in the payments industry. We offer the following payment methods on our website:

*Credit card / debit card
*Direct Bank Transfer
*Bancontact
*Giropay
*I Deal
*Sofort

which shipping methods do you offer?

Shipping costs at ORDILU are always free. Your parcel is sent insured as standard. You can also choose the Express shipping method, by paying an extra €8.95 your parcel will be sent with fast insured speed service. We use DHL, UPS and PostNL as parcel carriers, which courier delivers your parcel depends on your delivery location. If you order before 15:00 Central European Time your order will be dispatched the same day. All our parcels are sent with track and trace so you can see when your parcel arrives, you will receive an email with tracking details as soon as your parcel is dispatched.

How is the VAT rate calculated?

View our VAT page for a detailed explanation.

Account
I forgot my password, what now?

Go to the login page and click on the link ”lost your password” Then you have to enter the e-mail address associated with your account and you will receive an e-mail with instructions on how to reset your password.

How can I delete my account?

You can delete your account and associated data by contacting our customer service.

How can I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by contacting our customer service team

Information
How does the free watch band shortening service work?

View our free watch band shortening page for a detailed explanation.

How does the free gift wrap service work?

All you have to do is leave a note when ordering that you want the free gift wrap, and your order will be elegantly wrapped with gift paper and a pretty bow around it.

What are Pre-Owned watches?

Pre-Owned watches are watches that have been returned to us or bought and restored by us. The condition of these watches is accurately described in the description. These watches all come with the standard 2-year warranty and you will also receive a separate/extra warranty card with this.