Faqs
Security
Absolutely.
The Visa and MasterCard Secure Code payment method uses a secure password protection feature, to ensure the best possible data security for your online credit card purchases.
Pay securely with PayPal. Your bank data is protected with the latest encryption standards when you use your PayPal account, and you will not be required to enter any of your card details directly. PayPal also provides additional customer protection, for extra safety.
All data is transferred via SSL (Secure Socket Layer) on our website. Your personal data, including your address, login information, and payment details are encrypted via SSL. We use an SSL-certificate with an SSL 3.0 encryption, as well as an encryption length of 2064-bit RSA and 256-bit AES.
Shipments are tracked and fully insured with FedEx. You will also receive a tracking number the moment your package has been dispatched for delivery. If you require any further information with regards to shipping, please feel free to contact our Customer Service Team at contact@dietrich.com
All data is transferred via SSL (Secure Socket Layer) on our website. Your personal data, including addresses, login information, and payment details are fully encrypted via SSL. We use an SSL-certificate with an SSL 3.0 encryption as well as an encryption length of 2064-bit RSA and 256-bit AES. Please be assured that we do not forward your information to any third parties. Further information regarding how we handle your user data can be found in our privacy policy.
Ordering
We ask all customers to register with DIETRICH, to ensure that all order updates are safely received. All we need is your name, home address, email address, and a password of your choice. It then only takes a few simple steps for you to place your order, however should you have any questions regarding the registration or ordering process, please contact us at contact@dietrich.com, and we will be more than happy to help you!
Very easily! Once you have chosen your watch, click the “Add to Cart” button and then “Proceed to Checkout”. If you have not yet registered with us, at this point you will be asked to fill in all fields marked with an asterisk *. At the final part of the ordering process, you will be required to select your preferred payment method, and to review your information for any inaccuracies. Once you have placed your order, you will shortly receive an order confirmation email that includes the full details of your purchase. If you have not received this within 30 minutes of your order, please check your email junk inbox folder, or contact us at contact@dietrich.com for further help.
Our team will be happy to assist with any questions you may have about DIETRICH, our products, registration, delivery information, or any other queries you may have. Just let us know!
International Orders
We deliver watches to all countries where FedEx is operating. Restrictions may apply for countries with specific customs regulations.
All of our prices indicated on the site are without any VAT. You will be required to pay the local VAT upon receiving your order, along with some potential custom clearance fees directly to the shipping company.
We will ensure that the relevant customs documents are included alongside your delivery. Your package will be prepared for a smooth customs process for delivery to any non-EU countries, with a fully completed customs declaration. Please note that any customs fees incurred in your country of residence will not be covered by DIETRICH. Please contact your local customs office for more information regarding any charges you may incur.
We will not and cannot illegally undervalue our products for any reason.
Delivery
The majority of orders are delivered within 3-6 working days within Europe and within 5-10 working days in the rest of the world.
All shipping costs are included in the purchase price but please note that you will have to pay directly upon reception of your order the local VAT (except Switzerland) and eventual local custom duties.
All orders are securely delivered via FedEx.
Of course! As soon as your package has been dispatched for delivery, you will receive an email containing your delivery tracking number. This will enable you to safely follow the progress of your delivery.
Please be assured that your package is fully insured against any damage or theft that may occur during shipping. However in the unlikely event that you encounter any issues regarding your delivery, please do not hesitate to get in touch and we will be happy to assist you.
All orders shipped to addresses within and outside the EU will be fully insured.
Whilst we are unable to adjust watch bracelets, your local authorized retailer or any regular watchmakers should be able to carry out this procedure for you. Please note that if your watch bracelet has been adjusted, you will immediately lose your right to return the watch unless a compelling reason is provided.
We are not responsible for any damaged, lost, delayed, or stolen packages. It is the customer’s responsibility to contact the local courier to solve the abovementioned issues prior to contacting us.
Guarantee
All genuine DIETRICH watches come with the full international 2 years limited warranty. You will receive an official invoice with your order(s). Kindly retain a copy of this invoice for verification purposes should you require to contact us for any warranty-related inquiries. Please note that we may not be able to provide any guarantees if you are unable to produce a copy of the invoice.
DIETRICH watches are warranted to the original consumer/purchaser against breakage and or malfunction under regular, normal use due to defects in material or production. The 2-year Limited Warranty covers all components and craftsmanship of the movement and watchcase.
In the unlikely event that you encounter a warranty issue with your timepiece within the warranty period, please contact your local authorised concessionaire to have your item inspected and repaired under the manufacturer’s warranty or contact us directly at contact@dietrich.com.
Please also remember to bring along your proof of purchase during your visit.
You may first contact your local authorized dealer if applicable.
If you do not have a local authorized dealer in your region, you may get in touch with us directly (not on Instagram or anywhere else) at contact@dietrich.com.
When doing so, please let us have your proof of purchase for verification purposes.
Returns
You are only entitled to a return and refund if your order does not correspond with the description of the relevant item on our Website at the time of your order (i.e., defects, wrong watch). Any explanations / reasons related to a “change of mind” will not be accepted. To initiate a return, simply contact us within fourteen (14) calendar days (including weekends) from the day you received your order, we will arrange for a courier to collect the item free-of-charge, and once we have received the watch back and we have inspected its condition, we will issue you a full refund for your purchase.
Please note that if your order is incorrect, you have the responsibility to ensure that the item, albeit the wrong option sent, will be returned to us in the original condition it arrived. We will only be able to accept returns in the same condition as received, and failure to do so may result in a fee, or a rejection of your return.
Please also note that DIETRICH is unable to refund any bank charges or currency conversion fees you may have incurred from your card provider or your bank.
As soon as we have received your request of cancellation via email within fourteen (14) calendar days (including weekends) from the date the reception of your watch, we will collect the item from you at no cost to yourself. Once we have received the watch and inspected its condition, you will then be refunded the full amount (subject to any costs necessary to rectify the condition of the watch) via the original payment method used for your order. The returns and refund process are completely free-of-charge.
No, the return delivery costs are entirely covered by DIETRICH.
