RETURN COSTS AND RESPONSIBILITY
The buyer is responsible for the cost of preparing and shipping the goods for return shipment. For a return within the 14 days trial period – which starts after the buyer received the order – no prior contact with LANCCELOT is needed. LANCCELOT strongly advises any buyer who wants to return his/her order to choose a secured shipment method.
RETURN ADDRESS
Please note that in case of a broken or damaged product, a different return address may apply. The buyer should not ship back a broken or damaged product without prior contact with the customer care team (who may provide return instructions).
In case of a product that is damaged or broken upon receipt, the LANCCELOT customer care team must be contacted by the buyer by email within 24 hours.
WARRANTY AND REPAIR
The LANCCELOT warranty policy is automatically in effect upon purchase of any LANCCELOT products. LANCCELOT grants a one (1) year warranty period on its watches. The warranties guarantee the buyer that the products meet the standards of usability, reliability and durability.
The warranties do not apply in case of:
– theft or loss;
– intentional damage;
– damages as a result of improper usage such as scratching, bumping or falling;
– normal wear and tear or aging of the used materials; or
– damages as a result of neglected care.
The warranty on a watch relates to the movement and not to other parts such as the glass or the strap. Wear traces visible on the watch, must be considered as normal effects of usage. The effects of perspiration on the strap differ from one person to another, due to the differences in acidity.
LANCCELOT watches should not be exposed to more than minor splashes of water or to chemical substances such as perfume, cosmetics and cleaning products.
The warranties no longer apply in case a third party performed repair works or other works on the product, without prior written permission by LANCCELOT.
Shipment costs for a return shipment after a warranty request or repair request (for defects occurring after the buyer has used the product), will be borne by the buyer.
In case of questions regarding returns and warranty, the buyer can always contact the LANCCELOT customer care team via the website service https://lanccelot.com.
HOW TO RETURN
If you would like to return goods to us, please contact our customer service via email at [email protected] or via phone/WhatsApp at +62 812 9538 9033 (service hours 9:00 AM – 7:00 PM GMT+7) *. Our customer service team will be happy to assist you in processing the return. When requesting the return, please mention the following information in your email:
- The order number as mentioned on the website order ID
- The type and number of goods which you would like to return
- The reason why you would like to return these goods
- If you wish to exchange your product, let us know which alternative product you would like to get
Our customer service team will get in touch with you latest 1 business day after receiving your email.
When contacting our customer service, we will be able to complete your return request within 10 business days and the return shipment will be free of charge (as long as the products still not used). Failure to follow these return instructions may result in a longer period of processing your return request and charges for your return shipment may occur.
DEFECTIVE PRODUCT
If you have received the incorrect item or a defective product, please use the contact form below. Please note that a photo of the fault must be provided to ensure that your guarantee claim is processed properly.
We will process your query as quickly as possible and will send you a free return label as soon as your query has been checked and verified.
Thank you very much for your help! LANCCELOT offers international shipment for order value on all our products to buyers to the 64 countries that can be selected when choosing the shipping address.
The buyer bears the responsibility for the correct input of the delivery address; in case anything goes wrong with the shipment of an order due to an error in the delivery address made by the buyer, LANCCELOT cannot be held responsible for the (partial) loss of the shipment. In case LANCCELOT needs additional information regarding a delivery address, the buyer may be approached by LANCCELOT in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.
LANCCELOT will use all reasonable efforts to deliver the order within the expected delivery terms to the delivery address.
If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the buyer will be informed about this as soon as reasonably possible after the order has been placed. In this case, the buyer has a right to dissolve the contract free of charge.
The risk of damage and/or loss of products rests upon LANCCELOT up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.
In case the buyer receives a product that the buyer did not order, the buyer must inform LANCCELOT hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). The buyer will take care of the return shipment of such a product after receiving return instructions from LANCCELOT and LANCCELOT will bear the costs of this shipment and will subsequently take care of the shipment of the correct product to the buyer, provided the buyer has fully conformed with the return instructions from LANCCELOT.
In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the LANCCELOT customer care team as soon as possible (within 24 hours after receiving the order) through the website service www.lanccelot.com. Subsequently, LANCCELOT will decide how to deal with the matter at hand; the customer must always inform LANCCELOT in the aforementioned situation(s) and wait for the instructions of the LANCCELOT customer care team. A customer who returns a product in this situation at his own costs, without first contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at LANCCELOT (nor hold LANCCELOT responsible for the return shipment that took place without prior consent of LANCCELOT).
In case the order that has been shipped or is being shipped by LANCCELOT to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer will fully cooperate with the complaint procedure of the carrier. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), LANCCELOT will either refund the customer or LANCCELOT will try to re-ship the ordered product.
In case a shipment still has not been delivered at the delivery address of the buyer (or the pickup point) 14 days after the shipment date the buyer has the obligation to inform the LANCCELOT customer care team by email within 14 days (so: ultimately 28 days after the shipment date).
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?
The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to big City (which is easier to hub). The expected delivery time in business days, as mentioned in the advertisement of the product, differs per shipping country. In the tracking info, that you receive as soon as the parcel will leave the LANCCELOT warehouse, an indicated delivery time is shown.
WHERE CAN I FIND THE STATUS OF MY ORDER?
As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in ‘working days’, which means that weekends and national holidays should not be taken into account.
ARE THERE ANY SHIPMENT COSTS?
LANCCELOT offers international shipment for order value on all our products to buyers to the 64 countries that can be selected when choosing the shipping address.
Please note: for orders shipped to an address for certain country, the buyer may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. The buyer will be responsible for payment of such import duties and taxes. It should be noted that LANCCELOT has no control over these charges and, since these charges are different for different countries, LANCCELOT cannot predict their amount. LANCCELOT advises the buyer to contact the local customs office for further information.
TO WHICH COUNTRIES DO YOU SHIP?
LANCCELOT offers international shipment for order value on all our products to buyers to the 64 countries that can be selected when choosing the shipping address.
