FAQ
Where can I find the instruction manual for the watches:
You can access the watch manual on below link:
Do you have any physical stores?
Currently we are operating mostly online, but we have a partner in Bristol, UK, named Horology Underground at The Arcade if you would like to see in person our watches.
How can I contact you?
Either send an email to info@draco-london.com/support@draco-london.com depending on your inquiry or use the contact form available on the website.
To which countries can you ship?
We work with multiple major carriers to ensure we are able to ship to all corners of the world. If you are unable to see your country in the drop-down list, please contact us with your address and we will check the availability.
Is VAT and other import fees or taxes such as customs duties included in the price?
If you live within the UK, all fees are covered, and there will not be any additional fees to receive your package. If you live outside of the UK, VAT and/or other fees for import are not included and may apply.
Please these fees is not something we control in any way, and are enforced by your respective governments. We do not currently have a way of estimating what these fees might be. Please note that should you, as the receiver, choose to decline these charges upon delivery, DRACO London will have to settle them to get the shipment in return. This sum will be deducted from your refund.
What are the delivery times?
We will always try to ship all in-stock orders within 24 hours. We use Express Shipping for all orders, estimated delivery times are as follows:
UK: 48 hours
EU: 3-5 days
International: 2-11 days
Can I track my shipment?
When you have completed your order, you will receive a confirmation e-mail and, as soon as the shipment is created, an e-mail with your tracking information.
Please note that confirmation e-mails quite often might end up in spam boxes.
Are you able to declare a lower value on my shipment?
No, we will always declare the correct value.
What methods of payment do you offer?
We currently accept payments from most major credit card providers, as well as other options such as PayPal.
We also offer alternative Buy Now, Pay later payments via Klarna for most countries. T&C's apply, find out more here.
Is my payment secure?
Yes, all transactions you conduct on our website are 100% secure risk-free.
Can I change my order after it is completed?
As we work with a fulfilment partner that automatically starts preparing your order upon completion, it would be difficult to change the order. Still, if you would like to change an order you can just contact us and if the order was not dispatched, we will try to either change it either cancel it. Alternatively, if it was dispatched, you can exchange the item upon receival.
What are the warranty terms?
Warranty for our products is one year from purchase date.
Please note that the warranty does not cover batteries and/or leather straps (as is practice in the watch industry). The warranty does not cover any damage on any part of the watch or other products resulting from abnormal use, lack of care, negligence, accidents, incorrect use, normal wear & tear, and non-observance of the directions provided by us (mentioned in the instruction manual in case of watches).
How do I perform a return?
It is very easy, just shoot us a message at support@draco-london.com and we will help you out. The fee for return shipment is only reimbursed for watches (not bracelets, straps, or other accessories or products)
For more info check our Refunds & Returns Policy here.
My packaging or product is defect, what should I do?
Your satisfaction is very important to us, please contact us at support@draco-london.com and include a picture or two of the defects.
Please do not return your product without consulting with us first.
Can I change my product for another?
Sure, if the product is in unused/pristine condition and within 30 days of purchase. Just send us a message at support@draco-london.com.
I need my watch serviced or repaired?
Send us an e-mail on support@draco-london.comand please include a picture or two of your issue.
Will the color of my product be the same as the photos?
Yes, we only use real photos on our website, not 3D renders, to ensure our customers posses enough information. Still, please keep in mind that different monitors etc. may impact the color. We also take all photos in controlled environments so there might be slight differences.
Are your watches waterproof?
Yes, all our watch models have a water resistant of up to 100 meters. All watches are tested to ensure they meet our rigorous standard. Still, please note that a watches’ waterproofing is highly affected by how it is being used, ensuring the watch has never been banged, dropped, etc. as well as ensuring the crown is in correct position.
Are you able to offer engraving/personalization services?
No, we do not currently have the possibility to engrave or personalize our products. We will be looking at this option for the future.