Help & Faqs

  • Security
  • Ordering
  • Payment
  • International orders
  • Delivery
  • Guarantee
  • Returns

Security

Is it Safe to Purchase the watches Online?

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

 

Warranty: Our watches come with a 2 (two) years manufacturer’s warranty. You will receive an official warranty card, and this will enable you to visit any worldwide authorized concessionaire, should you encounter a warranty issue within the warranty period.
For any warranty question, please contact us at contact@dietrich.com

Is my Data Secure during an order?

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

Do I have to Register to Place an Order?

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!

How do I Place an Order with Dietrich?

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.

How can I Contact Dietrich?

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!

Payment

Which Forms of Payment are Available?

We offer the following payment options on Dietrich.com:

 

Pay securely with Visa or MasterCard credit cards. Your payment transaction is protected by an additional two-step password protection service, provided by both Visa and MasterCard Secure Code. This provides you with the best possible credit card data security for your purchase.

 

PayPal covers you with optimal online buyer protection. With a PayPal account, your bank data is protected by the latest encryption technology, so there is no need to enter your card details directly. You’ll be redirected to our webpage to complete your order after the authorization of your purchase.

 

When you choose the bank transfer payment option, you will shortly receive an order confirmation email which contains the full DIETRICH bank account details. This will enable you to process your bank transfer payment at your earliest convenience. Please note that your order will only begin to be processed once the full amount of your payment has been successfully received.

Can I View Your Watches in a Retail Shop?

You can find a list of all our official retailers on the “retailer” section of this website. Please note that some of our retailers might not stock all of our watches a every time.

International orders

Can I order a watch from any country?

We deliver watches to all countries where FedEx is operating. Restrictions may apply for countries with specific customs regulations. Please contact us at contact@dietrich.com for any specific question.

Will VAT be Deducted From Orders Placed Outside Switzerland?

Our prices are indicated including the Swiss VAT (7,7%). The Swiss VAT will be deducted from your purchase when you are ordering with a delivery address outside Switzerland.

You will have to pay the local VAT upon receiving your order, with some potential custom clearance fee, directly to the to the shipping provider.

For any specific question please contact us at contact@dietrich.com

Are Customs Clearance Fees Included in the Shipping Costs to non-EU Countries?

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.

Delivery

How Long Does it Take for Delivery, and What are the Shipping Costs?

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.

Which Delivery Company Is My Order Shipped With?

All orders are securely delivered via FedEx.

Can I Track the Status of My Order?

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.

Is My Package Fully Insured Against Damage and Theft?

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.

Can I Choose a Specific Date for the Delivery of my Order?

Please let us know if there are any dates that would be unsuitable for the delivery of your order, and we will make our best effort that your package is not delivered during these dates. If you wish to arrange this, please contact us directly at: contact@dietrich.com.

Up to What Amount is my Delivery Insured?

All orders shipped to addresses within and outside the EU will be fully insured.

Where is my Order Shipped From?

All orders are shipped directly from DIETRICH head office in Hünenberg, near Zug, in Switzerland.

Do Dietrich Offer Bracelet Adjustments Prior to Dispatch?

Whilst we are unable to adjust watch bracelets, your local authorized retailer will be more than happy to carry out this procedure for you. Please note that if your watch bracelet is adjusted and you wish to return your item within the legal returns period, this may have an impact on the total amount of your refund.

Guarantee

Am I Covered by a Warranty When I Purchase a Watch on Dietrich.com ?

All DIETRICH watches come with the full international 2 years limited warranty. You will receive an official warranty card, and this will enable you to visit any worldwide authorized concessionaire should you encounter a warranty issue with your timepiece within the warranty period.

What Services are Covered by the Warranty?

Repair and maintenance is carried out by the manufacturer in the case of faults or defects covered under the manufacturer’s guarantee. Please note that everyday wear is not covered by the manufacturer’s warranty.

DIETRICH watches are warranted to the original consumer/purchaser against breakage and or malfunction under normal use due to defects in material or production. The 2-year Limited Warranty includes all components and craftsmanship of the movement and watchcase.

What Happens in the Event of a Warranty Case?

In the unlikely event that you encounter a warranty issue with your timepiece within the warranty period, please contact your local authorized 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 official warranty card during your visit.

What Documents Will I Receive with my Watch?

All new watches are dispatched in their official box along with all documents and accessories. You will receive your watch as if purchased from your local authorized high street jeweller.

Returns

Can I Return my Order?

If you are not thoroughly satisfied with your order, simply let us know within the legal return period. 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 DIETRICH is unable to refund any bank charges or currency conversion fees you may have incurred from your card provider or your bank. Please also note that 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.

How Does the Refund Process Work?

As soon as we have received your request of cancellation via email within legal return period after the reception of your watch, we will collect the item from you at no cost to yourself. After having received the watch back and having inspected its condition, you will be refunded the full purchase price via the original payment method. The returns and refund process is completely free-of-charge.

Will I Incur any Delivery Costs for Returning My item?

No, the return delivery costs are entirely covered by DIETRICH.

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