FAQ Centre

The first initial charges are authorization charges from your bank when you attempted to make the purchases. These are handled and should be corrected by your bank within a few days or following their usual timeframe of crediting back or returning these amounts to your account. 

Pre-authorization charges are made to verify that there are funds on the account available to make a purchase. Unsuccessful transactions usually result to authorization charges but does not necessarily mean that you have been charged for an order that did not push through. For clarifications or removal of pre-authorization charges, you need to contact your banking institution.

Standard gift box - We're thrilled to introduce our brand-new packaging. This box is great for individual watch storage as it can perfectly fit one watch only. It's also perfect for gift giving as we believe that a good presentation adds excitement to the experience of receiving gifts.

Premium gift box - This is a unique and personally designed box that can fit up to 3 watches.

Note: In the event that you have ordered three watches and selected our Standard gift box, we will automatically change it to the premium gift box so it can fit all of your watches.

Please check the following: 

1. Make sure that the pin is pulled out completely until it clicks to set the time. 

2. If the watch is not ticking, please ensure that the pin is pressed all the way in. 

3. See to it that the orientation of the watch is correct (the pin should be facing outward toward your hand). 

4. The plastic should be removed from the clip and the blue plastic is removed from the clasp/magnet. 

5. The magnet should not touch the back of the watch as it will pull the hands back and disrupt the time.

Our watches are not waterproof. It can withstand some moisture or small amounts of water caused by the natural side-effect of the sealed Quartz face. However, we strongly suggest keeping it away from water and steam/mist/vapor entirely to retain the condition of the watch.

We have a solid Refund Policy. Please contact us at support@stardustwatches.com with your order #, pictures/videos of the damage, we will get back to you within 24-48 hours.

We guarantee 100% that we use the same watches for sale in all our media, photos, and videos posted on our official website, Facebook, and Instagram. We do not use any editing or enhancement to show the actual look of our watches on our ads and to ensure that we do not convey any form of deception whatsoever. We see to it that our advertisements are viewed by potential customers as it is with full honesty and transparency. 

If this still isn't the case, you may have gotten a defective watch with a colour/design defect which we will happily replace according to our replacement policy. Please email us at support@stardustwatches.com.

We ship all orders in simple packaging with bubble wrap to reduce unnecessary packaging costs and fees. Our Gift Boxes with the Stardust Logo are sold separately and can be found as a separate item on The Collection page. If purchased, up to three watches can fit inside the gift box. 

We guarantee 100% that we use the same production watches straight from the production line.

The watch diameter is 3.4 cm and our model’s wrist is between 4.5"-5" (shown on the technical specs on the product page before purchase). Our models wrists are unintentionally thin in the video. We also zoomed in very close to the watch which is why it looked bigger in perception. The measurements indicated on our product page are guaranteed accurate and are indicated there as reference for customers before making the purchase.

We use the actual products in our videos, same as the ones that we have in our production line. We did not use any editing techniques or filters that enhanced the look of our products. If it looks extra sparkly or shiny in our videos, it could’ve been caused by the lighting that was used during the shoot of the video.

The back casing of our watch have no screws. If the engraving on back of the watch is crooked, simply pop off the back casing and slide it over to have it centered.

USPS  and Canada Post do not usually scan the item for tracking until the day of delivery. Although the progress of the delivery will not always show for these couriers, the order should be in transit prior to the delivery date. 

Please contact us to check the status of your order if it’s not delivered after 5-15 business days.

A tracking number will be available within 1-7 business days from the date of purchase. An email will be sent with your tracking number or with the order number linked to the tracking details.

Please allow 1-5 business days for the details of shipment to be linked to the tracking number. There are times that this error will show when you click the tracking number link because the couriers usually, at this time, are still in the process of updating the data in their system. 

Please contact us if at least 3 business days have passed with no update.

We allow an hour after the order has been placed to cancel or make changes. However, please contact us for options or support if needed.

We save our customers money by shipping it directly from the manufacturer. The materials and components of our watches are made from various countries such as Japan, the USA and are then assembled and shipped out from China. This method saves our customers over 50% of the base price. Please allow 5-20 business days after tracking has been received for delivery.

This happens when: 

• The shipping address is difficult to locate 

• The shipping address entered is invalid when the order was placed 

Please send us an email stating the status of delivery with your order # so we can check and provide options on what to do next.

There are times when couriers scan the item as delivered earlier than the date the item is sent out for the actual delivery. This happens but not often. Allow 1-3 business days more from this status for your order to arrive. If it’s longer than this time frame, please send us an email so we can assist.

Upon confirmation of the order, an email is automatically sent out with the details that includes the order #, quantity/details of the watch purchased, the total amount, etc. If the email confirmation is not in your inbox, please check your junk or spam folder. If you have not received a confirmation at all, please contact us at support@stardustwatches.com with your order # and/or the email address that was used upon purchase.

All products listed on our website are in US dollars ($USD). For customers who follow a different currency, you will see a charge on your bank statement that follows the default currency where the bank is located. If you see a difference in the total amount on the order (USD VS your country's currency), this is due to the conversion rate that your bank followed at the time of the actual purchase.

All products on our website follow the $USD currency. We only charge the exact amount upon completion of the order. Your bank statement may show a different amount if you follow a different currency rather than USD which is what will appear in your bank statement based in the USD conversion rate with your local currency upon purchase.

Only one coupon code is allowed to be used in every purchase on our official website. The system does not have the capacity to receive or combine more than one coupon when processing an order.

You need to contact Customer Support by emailing support@startdustwatches.com within the first hour after completion of the order to correct the shipping address. Please provide the order number and/or email address used upon purchase so our Support Team can update the info before the order ships out.

Processing time is 1-7 business days (order fulfillment stage up to “ready for shipment”).

• USA, Canada, Australia, UK (5-15 business days) 

• Other countries (5-20 business days)

• If your watch is proved to be damaged in transit, we will process a replacement with no additional cost. 

• If your watch was lost in transit, we will investigate the matter and offer a replacement or a full refund as necessary.

We do not offer other shipping options as of the moment aside from what’s available on our official website. Due to the expensive fees for special shipping we have not considered this option just yet.

We recommend using 17Track Site or the USPS Site. We also created a separate FAQ page that has answers to common order tracking and shipping questions.

There are sometimes delays in the progress of order fulfillment up to before the item is ready for shipment and/or delivery. This does not necessarily mean that there is no movement in getting your item(s) shipped and delivered. However, if your order is stuck in the same status after 15 business days, please send an email to our Support Team, support@stardustwatches.com.

Shipping normally takes 5-15 business days. The shipping times that are linked to each order are estimates provided by the shipping companies or local post offices of countries where we deliver products to. Factors that may affect the normal TAT for delivery are weather conditions, missed delivery attempts, and variance in customs processes of each country. All purchases made on our website can be tracked at 17Track Site or your local post website.

Yes, we do! We offer FREE shipping with a minimum purchase of $9. This is for all orders made through our official website.

Yes, we provide free tracked shipping worldwide with a minimum purchase of $9.00 USD.

Processing time is 1-7 business days (order fulfillment stage up to “ready for shipment”).

As soon as your order is packed and shipped, you will receive a shipping confirmation email with the tracking number.

Our return policy is 3 days after the date of delivery or upon receipt of the item. If you have received your watch with a factory defect or it arrived damaged, we will process a full refund or replacement as necessary.

We only process a refund for damaged watches, wrong item or lost/missing during transit. If you have questions, please contact our Support Team.

The item must be unworn, unused and in the original packaging it came in.

To return an item it must have one of these issues:

• It arrived broken
  
• A mechanism breaks under normal use
  
• The wrong color or item was sent
  

You cannot return the item if:

• You changed your mind
  
• The item was damaged by misuse
  
• The battery runs out