We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Note that there might be exceptions, which will be explicitly stated on the product page. These exceptions also apply to the European Union 14-day cooling-off period.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags and protective films, and in its original packaging. You’ll also need the receipt or proof of purchase. For partially fulfilled orders, the date of delivery applies on a per-item basis. If the watch is returned in perfect condition, but the strap has been used or marked, a refund will only be granted on the watch. Please note all returned watches are examined under a high level of magnification to check for surface scratches due to the highly polished nature of a number of our cases.

To start a return, please contact our customer support at support@straum.co.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Refunds are processed in the original payment currency. We do not cover any variations in refund amounts due to changes in currency exchange rates. If you return your watch, any customs duties you’ve already paid cannot be refunded. Likewise, any duties, taxes, or fees that we've incurred will be deducted from your refund.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as custom products (special orders or personalized items). Unfortunately, we cannot accept returns on gift cards.

Exchanges

The quickest method to obtain your desired item is to return your existing one. Once your return is approved, you can purchase the new item separately.

European Union 14 Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions: Certain pre-ordered products are bespoke and made-to-order, so the regular 14-day return window does not apply.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact our customer support.

2-year limited warranty

Your Straum timepiece is built to last. We stand behind our craftsmanship and warrant our watches, bracelets (including clasps, links, pins, screws), and straps against defects in materials and workmanship for two (2) years from the date of original purchase.

If you need to send your watch for service, please do not include any packaging you wish to keep—shipping materials may be discarded upon receipt.

What’s Not Covered:

• Damage caused by misuse, impact, or improper handling

• Normal wear and aging of straps and accessories

• Unauthorized modifications or repairs

• Water damage resulting from a broken or improperly sealed case

If you have any questions or need assistance, our customer care team is here to help.

Our email is: support@straum.co.