Order Acceptance, Warranty, Returns, Refunds & Exchange

• Can I exchange a strap for another one?

  Yes, you can exchange a strap. After we receive your original strap, you will be refunded, and you can place a separate order for the correct strap. You may choose to place a separate order for the new strap even before we receive your returned strap.

• How can I initiate a return?

  To initiate a return, please send an email to [support@delugs.com](mailto:support@delugs.com) with the provided template, replacing the text as necessary. We will reply with the return address.

• How does order acceptance work?

  Upon receiving your order, we will send you an email order confirmation. However, this confirmation does not constitute acceptance of your order. We reserve the right to accept or decline orders for any reason. If we cancel your order after billing, we will provide a refund in the original curren...

• How do I know if my order has been accepted?

  Upon placing your order, you will receive an email order confirmation from us. However, please note that this confirmation does not signify acceptance of your order. We may accept or decline your order for various reasons.

• How long does it take to process a return or exchange?

  Please allow 7-14 business days from the time you ship your order for your return or exchange to be processed.

• How will the refund be processed?

  Your refund will be credited back to the original payment method.

• Is there a specific timeframe for returning a product due to defects or issues related to Delugs' mistake?

  Yes, you can initiate a return/refund/exchange for a defective product within 14 days of order delivery, and we will cover the return shipping fee (up to US$25 for international orders and US$4 for local SG orders). This applies whether it's a ready stock or custom-made strap.

• What are the conditions for returning a strap?

  The strap must be 100% unworn, with no bending or creases on the leather, and the buckle tongue must not be fitted through the strap hole.

• What details should be included when returning a product?

  Please include your order number in the package to facilitate the tracking and processing of your return. Failure to include the order number may result in a delayed refund.

• What happens if Delugs confirms my order but later realizes the product is unavailable?

  If we confirm your order but subsequently discover that we cannot supply the ordered product for any reason, we will cancel the order and provide a full refund of your purchase price.

• What if the custom-made strap is not in unused condition?

  If a custom-made strap is not in unused condition, a restocking fee of up to 70% may apply, depending on its specific condition.

• What is Delugs' approach to customer satisfaction?

  At Delugs, we are dedicated to ensuring your complete satisfaction with our products. If you encounter any issues with your purchase or have any concerns, please contact us at [support@delugs.com](mailto:support@delugs.com), and we will be ready to assist you.

• What is Delugs' return and exchange policy for defective products?

  If you receive a defective product due to our mistake, it is eligible for return, refund, or exchange within 14 days of order delivery. We will cover the return shipping fee, up to US$25 for international orders and US$4 for local SG orders.

• What is Delugs' warranty policy?

  We offer a lifetime warranty on all our products, demonstrating our commitment to their quality. Our warranty covers everything except accidental damage or general wear and tear. If you encounter any issues with your Delugs product, please contact us, and we will assist you.

• What is the coverage of Delugs' lifetime warranty?

  Our lifetime warranty covers all our products, except for accidental damage or general wear and tear. If you encounter any issues with your Delugs product, please don't hesitate to contact us, and we will assist you accordingly.

• What is the process after sending the strap back?

  Once we receive your strap, you will receive a refund to your original payment method, less the original shipping cost and any restocking fees (if applicable, for custom straps).

• What is the return policy for custom-made straps?

  Custom-made straps in unused condition can be returned for an 80% refund (less shipping fees) within 14 days of order delivery. This 20% restocking fee applies because custom-made straps are unique to your specifications. If a custom strap is already in production, the restocking fee may still ap...

• What is the return policy for ready stock straps and accessories?

  Ready stock straps and unused watch accessories can be returned for a full refund (less original shipping fees) within 14 days of order delivery. However, if the strap has been worn, a restocking fee of up to 70% may apply, depending on its condition.

• What is your What is your Return & Exchange Policy?

  Please kindly refer to our Returns Policy for detailed information. Should you require any assistance, please reach out to us at support@delugs.com or drop us a message at the live chat.

• Who bears the return costs for products?

  All return costs are generally borne by the customer, except when the return is initiated due to our mistake.