FAQ

Here are some questions we are regularly asked. You can also browse through the other Help Center sections.
What guarantee does Neucarl offer?
All of our products are backed by a two-year warranty, protecting you against any design or manufacturing defects. You can take out a 5-year warranty on certain products.
In any case, rest assured that we will do everything we can to ensure your satisfaction, with no date limit.
What does Backorder means?
Sometimes certain products are temporarily out of stock. You can nevertheless place your order, and be delivered within the timeframe indicated on the product page.
What are Preorders?
We sometimes open orders for new timepieces before they go into production. This allows us to confirm the interest in this product and to plan the adequate quantities.
In exchange for a waiting period varying from a few weeks to a few months, you get a discount on your pre-order.
What does your packaging looks like?
You can see the packaging on the product page, or in its description page. But unless otherwise stated, this is an elegant full grain leather travel case, delivered in a specially designed cardboard box, which is minimalist but classy.
How do you protect my credit card details?
The security of your data is ensured by Stripe, the world leader in secure online payment solutions, and used by millions of businesses.
Can I order a watch to try it out?
Of course. Buying online makes a lot of things easier, but physical contact with your new timepiece is not replaceable. As you would in a traditional point of sale, we advise you to handle your Neucarl with care, to place it on its microfiber between two manipulations, and to use the bracelet with special care so as not to leave a mark. Indeed, the possibility of trying on does not imply wearing the watch for 14 days. You have the option of ordering, exchanging or returning your watch for free, since we offer you the delivery costs. Only the possible return costs are your responsibility. In the event of an exchange, all shipping costs are at our expense.
More information on returns / exchanges.
Can I return or exchange a watch?
Sure. You can exchange or return a watch during 14 days after your purchase. Please refer to the specific page to know how to proceed.
More information on returns / exchanges.
How often do my timepiece needs servicing?
Your Neucarl mechanical watch benefits from the know-how of the best craftsmen, as well as high quality components. No particular maintenance is to be expected before 4 to 5 years, under normal conditions of use.
More information on After-sales
Can I request customizations for my watch?
If it is a product open to pre-orders, you can contact us before purchasing to assess your request. In the case of a watch in stock, personalization cannot be offered.
How to track my order?
When your order is shipped, you will be notified by email, and will benefit from a tracking link to track your package.
I received a voucher. How to use it?
Choose your model, add it to your cart, and enter the voucher code at the time of checkout. If the amount is insufficient, you can supplement by another means of payment.
What payment methods do you use?
You can use all major payment cards. You can also choose to pay by wire transfer. Please note that in this case, your order will be shipped upon receipt of the transfer (2-5 working days, in general)
When will my payment be taken?
Unless anything else is specified on the product page or on the checkout page, your credit card will be charged at checkout.
Why are not all watches available in stock?
Some models may be in restocking. In addition, we have models that are only available to order, or pre-order. For more information on pre-orders, see the relevant section.
My question is not listed
Please explore the help center, many answers to your questions are already there. You can also contact us through the form on the Contact page.
Open the Contact Page