Frequently Asked Questions
Below are some of the frequently asked questions regarding our watch collections.
shipping
Which countries do you ship to?
We ship worldwide except to these countries: Afghanistan, Angola, Anguilla, Antarctica, Belau, Botswana, Bouvet Island, Brazil, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Cocos Islands, Comoros, Congo, Cuba, Equatorial Guinea, Eritrea, Falkland Islands, Ghana, Guinea-Bissau, Iran, Kiribati, Kyrgyzstan, Libya, Mayotte, Myanmar, Nauru, Niue, North Korea, Russia, Sao Tome and Principe, Saint Helena, Saint Pierre and Miquelon, Sierra Leone, Solomon Islands, Somalia, Sudan, Syria, Tajikistan, Tokelau, Turkmenistan, Tuvalu, Ukraine, Zimbabwe.
Is shipping free?
Shipments on our website are free worldwide for orders over €100. For orders below this amount, shipping costs are calculated based on the destination.
Which couriers do you use?
For our shipments, we use the couriers DHL and FedEx/TNT.
What happens if i am not present at the time of delivery?
If you are not available or reachable at the time of delivery, you can directly contact the courier, or alternatively, you can write to us at logistic@echoneutra.com.
What are the average delivery times?
Once the package has left our warehouse, the average delivery times are as follows: ITALY: 1-4 working days; EU COUNTRIES: 1-4 working days; UNITED KINGDOM: 2-5 working days; USA: 2-5 working days; OTHER COUNTRIES: 2-6 working days.
My package seems to be stuck in one location, what should i do?
Sometimes, due to reasons related to the courier (such as high shipping volumes during holidays), there may be delays or a package might stay longer than expected in one location. In such cases, you can contact the courier directly or reach out to us at logistic@echoneutra.com.
Are shipments insured?
All our shipments are insured until the parcel is delivered. In case of lost or damaged parcels, please contact us at warranty@echoneutra.com.
Where do you ship from?
Our products are shipped from Italy.
Do you offer cash on delivery payment?
No, we’re sorry, but we do not offer cash on delivery shipments.
Will I have to pay any import taxes/duties upon delivery of the package?
In the entire European Union, taxes, duties, and VAT are already included in the product’s cost.
USA Customers: All purchases under $800 are not subject to additional VAT and taxes. Purchases over $800 are subject to a tax that varies from state to state.
UK Customers: The price is exclusive of VAT; a 20% VAT will be applied upon importation.
Customers from other countries: The price is exclusive of VAT and does not include import taxes and other government charges (where applicable).
Will you provide a tracking code?
Yes, as soon as the package leaves our warehouse, you will receive a tracking code directly from the courier via email or SMS.
What should i do in case of issues with the shipment?
If you encounter any issues with the shipment, please write an email to logistic@echoneutra.com, and we will do our best to assist you.
WARRANTY
Are your watches covered by warranty?
Each of our watches has been produced according to the authentic Swiss watchmaking tradition and has been individually tested to ensure perfect waterproofing and efficiency. However, it is covered by an international limited warranty against all manufacturing defects. This warranty will have a duration of two (2) years from the date of product receipt, according to the terms specified in the booklet included in the package.
What does the warranty cover?
In accordance with the two-year limited warranty, echo/neutra provides free repair of any issues concerning the watch’s functions resulting from a manufacturing defect.
What is not covered by the warranty?
Any damage to the case or movement due to moisture that has penetrated the watch as a result of improper use.
Contact with water with the crown open.
Damage resulting from maintenance performed improperly.
Leather and NATO straps.
Upper crystals and case back glass.
Wear, breakage, damage such as scratches, falls, and impacts on the watch.
In general, the warranty does not apply in case of improper or inadequate use of the watch.
What should i do in case of a warranty repair?
This warranty can be claimed by sending an email to warranty@echoneutra.com, including a description of the problem, a photo of the serial number, a photo of the Warranty Card, a clear photo of the issue, along with your personal information (including residential address). If the claim is accepted, you will be contacted by our after-sales service.
RETURNS AND EXCHANGES
How do returns work?
In case you’re not satisfied with your purchase, you have a 14-day period from the date of receiving the order to initiate a return and receive a refund (excluding shipping costs), store credit, or an exchange. The item you intend to return must be in the same condition as received, new, and in the original packaging. To read our return policy, please click here.
How do i proceed with a return?
To procede with a return, please write an email to warranty@echoneutra.com informing us of your intention to return the product. Then, securely place it back in the original packaging and ship it to our headquarters:
ENCQ S.r.l.
Attn: Cristiano Quaglia
Piazzetta Carlo Rosso 3
35028 Piove di Sacco (PD)
Italy
Do i have to pay to make a return?
No amount is due in the case of a return. However, please note that the shipment of the watch to our headquarters is at your expense and responsibility, and we will deduct the initial shipping costs from the refund of the original order. You can find more information on this page: Returns policy
How long does it take to receive the refund?
Typically, after receiving the package at our headquarters and examining it, it takes 4-5 days to process the refund.
contacts
I need to contact you, how can i do that?
You can contact us by sending an email to info@echoneutra.com or by calling the number +39.049.0972581 from Monday to Friday, from 09:00 to 18:00.
You didn’t find the answers you were looking for?
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