SEIKO × JR EAST JAPAN RAILWAY COMPANY 10TH ANNIVERSARY OF HAYABUSA SHINKANSEN JAPAN LIMITED MADE IN JAPAN

FAQ

We have gathered questions which we have frequently been asked by our customers. If there is anything you want to know more, please feel free to contact us!

Are the watches authentic?

Yes. All our watches are obtained from the manufacturer. All come in their original packaging.

Are the watches new?

Yes. We do not sell used, refurbished or rejects.

Is the product picture on your website exactly the same as item that I will receive?

We make every effort to provide our customers with products that look the same as the images displayed on our website pages. However please keep in mind that photographs have a difficult time showing exact colors and that the actual color of a product may vary slightly from what is shown in one of our website images.

Do i have to pay import tax for the order?

Yes, import duties and VAT taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility.

How do I change or cancel my order?

Once the item has been shipped, we cannot accept cancellations due to the customer's convenience.
We are unable to accept any cancellations for pre-ordered items or any items ordered from the manufacturer.

Can I return or Exchange?

We will accept returns(Exchanges) only when we provide with a wrong item or the one doesn't work. Please tell us within 3 days after you receive it. Thereafter you have up to 14 days to return the watch back to our office.

Please note that we are unable to accept returns for reasons other than described above.

Please note we will not accept returns if we don’t receive a request for return in advance.

Items must be in new condition(unused and unopened).

Shipping fees and customs taxes are buyer's responsibility, they will not be covered or refunded.

Defective or Damaged: As a general rule, full amount of item, Shipping & Handling and Gift Wrap fees will all be refunded.

If a returned product, claimed as defective by the customer, is found to have no defects upon inspection by the manufacturer, we will refund the amount after deducting the round-trip shipping cost and a return processing fee (50%) from the product price.

Item(s) must not have been worn, altered or strapped on in any way, and must not show any signs of use. Straps must be in perfect condition and must not be marked in any way.

Items must be returned with all original tags, protective films, packaging and other accessories (tools, extra straps, etc.) received with the order.

Watches and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.

Returns must be packaged in bubble wrap.

Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale”. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the JAPAN and being returned to sender.

JAPAN-SELECT.COM reserves the right to refuse returns that are unauthorized. If an unauthorized return is accepted, JAPAN-SELECT.COM will deduct a 50% administrative/re-stocking fee from the refund.

JAPAN-SELECT.COM will not accept returned merchandise that does not follow the terms and conditions of the returns policy. Such items will be returned to the sender at the original shipment address.

Attention: below is the examples which we DON'T accept any returns(Exchanges).

• If you purchased the item with the intention to resell it, or if it becomes clear that the item was later resold.
• Complaint about accuracy.
• Better price available.
• Products more than 4 days after arrival.
• Time radio synchronisation function doesn't work in your area.
• Non-uniformity for shaping of rubber, G-Shocks.
• Complaint about the watch(band) sizes.
• Surface irregularity of luminous paint.
• it was different from what I had expected.
• Colors of the watch is slightly different from the images.
• Colors of the box is slightly different from the images.
• Changing your mind.
• Water resistance issues.
• Misaligned hands, indexes or bezel.
• Battery charge.
• Accidental order.
• Damage and/or dent on outside box.
• Products altered by size change or replacement of batteries.
• The problem is caused by improper repair or adjustment made by anyone other than a Manufacturer Service Center.
• The problem is caused by improper, rough or careless treatment.
• The problem is caused by a fire or other natural calamity.
• Tags and Protection seals are removed.

Can you choose a watch with the most aligned or matched bezel/hands/indexes etc.?

We are sorry but we don't choose watches on this criteria. It is not considered as a manufacturer defect.

Do watches come with a manufacturer warranty?

• Seiko: 3 Years International Warranty
  
• Grand Seiko: 5 Years International Warranty
• The Citizen: 1 Year International Warranty
  
• Casio, Seiko Alba, Seiko Wired, Citizen, Orient, Garrack, Angel Clover, Issey Miyake, Baroque, Voltage: 1 Year Japan Warranty

All the mechanical related trouble and the failure will be fixed at no charge.
This warranty does not cover defects and trouble caused by misuse and the damage to the external parts, and the repair fee will be charged.
If anything happens to the item, please notify this store by email(info@japan-select.com). 

At this store, we omit the seal on the warranty card. 
The invoice serves as a replacement for the retailer's seal and proof of purchase, so please store the invoice together with the warranty card.

The customer shall NOT have any claim under this warranty for repair or adjustment expenses if:

1. The problem is caused by improper, rough or careless treatment.
2. The problem is caused by a fire or other natural calamity.
3. The problem is caused by improper repair or adjustment made by anyone other than a Manufacturer Service Center.
4. The product warranty is not presented when requesting service; or
5. The warranty period has expired.

Regarding the country of manufacture for watches

Watches made in Japan are labeled as "Made in Japan" in the product title.
If the product title does not include "Made in Japan," the watch is not made in Japan.

Band Size Adjustment

We can't accept requests for the adjustment of band sizes. If you want to have your watch band adjusted, please contact your local specialist store.

If you adjust the watch strap yourself, please understand that you do so at your own risk. We cannot accept any responsibility at all for any damage this causes.

Shipping fee for repair

If you would like to send back the watch for repair, you have to pay shipping fee by yourself, even when it is within the warranty period.

Payment Disputes & Chargebacks

JAPAN-SELECT is committed to customer service and will promptly address any customer claims as detailed in our Terms and Conditions. Because we're committed to helping you, under no circumstances should you ever contact your credit card company or PayPal to dispute charges from JAPAN-SELECT.

We will solve all genuine customer service problems through refunds, reshipments, discounts or whatever else it takes to reach a fair solution to the problem, and that's our promise! But we will need to hear from you if a problem has occurred.

JAPAN-SELECT vigorously contests any PayPal or credit card disputes or chargebacks filed by customers. Customers who have filed such disputes or chargebacks may be blacklisted from using our service, meaning we will accept no further orders from them.

Disputes: The Toyama District Court shall be the exclusive venue for relating to your access to japann-select.com or to products or services you purchase through japan-select.com.

Refused Delivery(Unclaimed): A 45 to 50% minimum restocking fee plus the round-trip shipping cost will be deducted from your refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Master, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Country of manufacture: G-SHOCK's country of manufacture may differ depending on the manufacturing period and model.

When you touch the items, please put on gloves to prevent the items from getting stained or rusted. When you try an item on your wrist or neck, please cover yourself with a scarf or a handkerchief so that the item wouldn’t touch your skin directly.
When you try on a watch, do not turn it on or remove attachments (price tags, protection seals, battery sheets, etc.). Please refrain from fastening the band or adjusting the band size.

The battery inside the watch is a free sample and not included in the price. Contact the manufacturer directly when it runs out.

Citizen manuals/instructions are available online only.
The instructions booklet is no longer available. Please refer to this link.
https://www.citizenwatch-global.com/support/guide/manual.html

SEIKO will gradually discontinue instruction manuals made of paper attached to its products as part of a paperless operation starting February 2024.
Please search and browse from the following URL.
https://www.seikowatches.com/global-en/customerservice/instruction