Frequently Asked Questions (FAQ's)

1) Do you ship internationally?

Yes. BRONQUE CO wood watches are shipped all over the world.

2) Do you ship to P.O Boxes?

Yes. We ship to P.O. boxes with a valid credit card and billing address.

3) What form of payments do you accept?

PayPal
American express
VISA
Mastercard
Masterpass
Mobicred
Zapper
MTN MoMo
SAMSUNG PAY
SiD (Secure EFT)

Note: Payment may be made via Visa and MasterCard.

please use our contact to request alternate payment methods, if available.

4) Our card acquiring and security?

Our card acquiring and security Card transactions will be acquired for BRONQUE CO PTY LTD via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.

5) Why does it take 21-30 days to reach me?

We are not slow, We are quality orientated. We produce each order individually to make it special to the client which ultimately produces client experience in waiting for their order to be made specially. We do not mass produce. We focus on quality. example, no fresh meal is prepared before order, so why compromise your luxury? some sports cars are made specially for their clients. That is our business model. Wait while we craft.

6) why does it take 60 days for tourbillion watch to reach me?

These are high quality watches. each tourbillion watch undergoes a high quality production process to ensure high standards.

7) Is sales tax charged?

No. All customers are not charged sales tax.

8) How long does it take to receive my order?(excluding tourbillion)

HOLIDAY NOTICE:
Due to the overwhelming holiday rush, orders may not ship out at their regularly scheduled time. Delays may occur but we will not exceed the 31 days to have your order on your doorstep. If your order was placed and you need to change the address or shipping method, please email clients@bronqueco.com as soon as possible, recommended 24 hours from order.

Priority Shipping
We pride ourselves on prompt delivery. All orders are a priority . All orders (except those utilizing our free shipping service) placed between Monday 9:00pm UTC +8 and Friday 2:00pm UTC +8 will be shipped within 21-30 days. Paid shipping orders placed from Friday 2:00pm UTC +8 through Sunday 5:00pm UTC +8 will be processed 3 to 5 days earlier.

**Note: In the event of urgent delivery, contact Clients@bronqueco.com for assistance(only on selected products). A priority fee will be charged

If a product in your order is currently out of stock you will be notified with the estimated delivery time. At that time you will have the option to continue with your order or accept a full refund, including shipping.

If you need something sooner please feel free to give us a call as our customer service team is more than happy to help coordinate any special requests.

9) Does international shipping include customs charge?

Unfortunately, duties and taxes are not included in the price of your order purchase. Though we offer shipping via UPS International, we are unable to pay any duties, taxes, or fees that may be charged as we are unaware of what the exact costs will be from country to country. If you wish to learn about potential fees in your country, it is best to contact your local postal service or customs office.

10) What if I didn't pick up my package on time or refused to take it?

In the event that any “Unclaimed”, “Refused”, or “Return to Sender” package is shipped back to us due to, but not limited to:

failure to sign for it
not picking it up at the local post office
failure to pay for customs, duties, and taxes
refusal to accept the package
Provide wrong address or insufficient address

We will notify you upon receipt of the returned package and you may choose between:

reshipment of the package (additional shipping charge applies)
reshipment of the correct order(in the event a wrong order was delivered).
we will process a 'new order fulfillment' for the order if "product ordered" is not as per clients order .

11) Can I use multiple gift cards or coupons on a single product?

We do not allow multiple gift cards or coupon codes to be used on a single order.

12) Can I receive full refund on my order?

A new order fulfillment will be carried out, only in the following events ,the order delivered is not as per client order and in the event the product does not function as advertised. This will include a complete new order or configuration on the product to ensure it functions as advertised.
We do not accept refunds since each order is custom made, we will investigate the validity of the reason for new product fulfilment or configuration.
If your order is currently out of stock you will be notified with the estimated delivery time. At that time you will have the option to continue with your order or accept a full refund, including shipping( if priority delivery is paid for).

13) Will I have any allergies from my wood watch?

BRONQUE CO watches use only 100% natural wood and we refrain from the use of toxic chemicals to either treat or protect the wood.

For any client that experiences discomfort (itching or rash) on their wrist after wearing a BRONQUE CO watch, we suggest you stop wearing the watch and consult your doctor.

Nickel Allergies

BRONQUE CO watches feature stainless steel (304) clasps for those who may have nickel allergies. Please see the below study from the National Center for Biotechnology Information (https://www.ncbi.nlm.nih.gov/pubmed/9330816):

In 1994, a study of nickel release and allergic contact dermatitis from nickel-plated metals and stainless steels was published in this journal. It was shown that low-sulfur stainless steel grades like 304 release less than 0.03 microgram/cm2/week of nickel in acid artificial sweat and elicit no reactions in patients already sensitized to nickel.

14) How can I care for my watch to prevent cracking and increase durability?

With proper care, your wood watch can be worn for many years to come.

15) The biggest enemy of wood is sudden changes in temperature and humidity.

This means if you leave your watch in a car on a hot sunny day, the high temperature has the ability to swell the wood and cause it to crack. Same with leaving it in the car on a particularly cold day or night, the cold will shrink the wood, putting pressure against the glass and pins and could cause breakage at those points.

Humidity control is also important. Too much and the wood will absorb the water and swell, too little and it will dry out the wood and shrink. Swelling and shrinking increase the possibility of cracking at the time and in the future.

SO, when you are not wearing your watch be sure that it is inside, and also protected in either its original packaging OR in a watch or jewelry box to protect it from an overly wet or dry environment.

Additionally, the best thing you can do for the wood of your watch is make sure it is properly conditioned, protecting the wood from the elements. We recommend Tung Oil or Lemon oil both of which can be found at hardware stores, or online.

Using a soft cloth, pour 1 teaspoon of your chosen oil on to the cloth and then use the cloth over the surface of the wood, buffing slightly. This will aid in keeping your watch clean and conditioned and will increase the luster.

NOTE: Change the batteries every 1-2 years. If your watch stops functioning, it doesn't always mean that your watch is damaged or lost because most of the time, the problem is the batteries, not the watch itself. To fix it, you can go to a local watch repair shop and let the experts repair it for you. Try to avoid setting it yourself because you may hit something in the watch that can really damage it.

16) How can I adjust the wood watch to fit my wrist?

In order to have your watch sized, you can do either of the following:

RECOMMENDED: Our team can size your watch for you prior to shipment. Simply visit the page of the watch you are interested in buying and email us your wrist size upon order on clients@bronqueco.com. (or while on cart - place a comment on the "side note bar" visible upon check out).
Take your BRONQUE CO watch to your preferred jeweler or watch repair shop to have them size it for you.

Note: The size of your watch can be adjusted by removing or adding some links from the strap. We will include toolkit, so you can use to adjust the strap easily.

17) Will my wooden watch look exactly like the pictures?

As all of our watches are made of natural wood, each watch has its own unique pattern and will therefore differ slightly from the pictures.

18) How do I wind my automatic wood watch?

Upon receiving your wood watch be sure to note the instruction card provided. Wind the watch at least 15-20 times prior to wearing it. After the initial winding, your daily activity should be sufficient to keep the watch wound, IF worn every day for a minimum of 8 hours.

Lack of sufficient movement or inconsistent wearing of the watch may require additional manual winding. As this is a mechanical watch, quartz watch accuracy cannot be expected. If your watch is consistently fast or slow regardless of proper winding and wearing, and you have surpassed the warranty period, we recommend taking your watch to a reputable jeweler or watch repair store and having them service the watch which should include: cleaning, oiling, and regulating the movement.

19) How can I adjust the date & time on my wooden watch?

Setting Non-Date Models

Step 1: Pull out the crown. Turn crown to move the hands forward (clockwise) to set the time. Set the minute hand approximately 5 minutes ahead of the desire minute marker, and then turn back to the same marker.

Step 2: Push the crown back to the “IN” position.

Setting Date Models

Step 1: When The Second hand reaches the 60th second mark, pull the crown to the “OUT” position.

Step 2: Turn the crown to move the hands forward (clockwise) until you see the date (for date only) or both day and date change (Midnight).

Step 3: For AM time, continue to move the hands forward until the minute hand is approximately 5 minutes ahead of the desired minute marker; then turn back to the same minute marker. For PM time first advance the hands past 12 o’clock midday, then set the time.

Step 4: When the time standard that you are using reaches the 60th second, push the crown to the “IN” position

NOTE: The date will change automatically at approximately midnight. The watch calendar uses a 31 day cycle. Therefore, at the end of any month with less than 31 days, the date must be advanced manually to “1” (See Step 5)

Step 5: For normal date or date displays, pull the crown to the “intermediate” position (one “click”). Turn crown one way until the correct date appears. Push the crown in.

NOTE: The calendar should not be changed manually between 9:00 pm and 6:00 am. As this could cause an incorrect display which must be corrected later.

20) Are BRONQUE CO wooden watches water resistant?

BRONQUE CO watches are considered to be splash proof. Normal wear and use can include kitchen activities, a day on the beach, the gym, etc. However, full submergence in water is not recommended both for the integrity of the movement and the wood itself. Excessive moisture exposure can result in a diminished flexibility in the bands wood links. If this occurs, allow the watch to dry for 1 to 2 days to allow the wood links to dry and return to their natural size.

Note: Selected watches can endure waterproof at different ATM grades.

21) Do you provide customs engraving?

Yes, only on selected wooden watches.

These are special requests at an individual charge of $35 (USD) to engrave the backplate of your watch.

Note: Due to the unique nature of each timepiece, the engraved text on the backplate may not align with the face of the watch.

BRONQUE CO will list the watch as "special-engraving thus it will not be listed on BRNQUE CO database as a unique time piece due to modification. This will reduce the resell value significantly.

Contact us for "special -engraving" on clients@bronqueco.com.

Our team can approve or decline request based on availability of option.

22) How does warranty work?

WOODEN WATCHES:

Each wood watch by BRONQUE CO is warranted to the original purchaser to be free from defects in material or workmanship at the time of delivery for a period of no longer than twelve months. client is responsible for shipping costs to our strategic warranty facility.

To maintain this limited warranty, the product must be operated and maintained in accordance with the care and operation instructions. Abuse, mechanical damage, alterations, or scratches due to abnormal wear are not covered by the BRONQUE CO limited warranty. Further, BRONQUE CO will not be responsible for loss or damage connected to the use of its product nor the life of the battery.

If you purchased your watch within one year and you need it repaired, simply contact us, we will initiate your RMA (Return merchandise authorization form) with our warranty department. we will review your RMA request. Please allow up to 24 -36 hours to review your information. Once your request is approved, we will send you an RMA number and shipping instructions via email. If the repair request is due to a manufacturing defect, we will repair/replace the timepiece free of charge.

TOURBILLION WATCHES:

See selected 1 year & 5 year warranty from purchase date. client is responsible for shipping costs to our strategic warranty facility.

Handbags

No, Since bags are considered consumable goods. Due to product use and product care.

BRONQUE'S by BRONQUE CO

12 Months from purchase date. client is responsible for shipping costs to our strategic warranty facility.

23) What is your return/exchange policy?

Each product is declared as custom from order as each product is manufactured as per client order. We advise all our clients to consider this before any purchase of any products from our store.

To qualify for a return, the product must not function as advertised. In the event the product is not in condition as advertised. Due to the attention to detail in craft, we will cover both shipping costs and will re-configurate and review product then ship it back to the client at cost to company. In the event the product functions as advertised and in perfect working condition, we will not cover any shipping costs, the client will be liable for shipping costs to their address.

We take full responsibility for any errors that result from manufacturing process. we will fully replace product if we made a shipping error.

***Please contact us within 7 days after receiving the goods(in the event of watch not functioning as advertised). And upload photos & video for our judgment, we will offer free replacements.

No refunds are applicable due to the high cost of production and customization order to order basis.

Client is responsible for ensuring address is accurate. We are not liable for incorrect delivery address(s) provided by the client. Client will be responsible for re-shipping costs or any lost delivery.

No exchanges are permitted due to each order made on an order to order basis.

In the event a return is approved,

Packaging Requirements:

Must be returned with original packaging intact, otherwise they are non-replaceable and will receive no replacement and all shipping fees will be paid by the client. Please note gifts must be returned together with the original order to receive a full product refund on your order. Please read below and contact our customer care.

24) What if I received a volume discount and want to refund part of the order?

We are willing to replace the product if not in condition as advertised however we will not refund any products due to high production cost of each product which are order to order basis.

25) What if there was something wrong with my order?

Please contact Customer Care right away so we can make things right.

26) Can I cancel my order?

In the event of an order cancellation, the client must notify clients@bronqueco.com within 48 hours from order. Orders that are cancelled after 48 and 72 hours will forfeit 50 % value of the order as a result of production.

Orders cannot be cancelled after 72 hours, all orders after 72 hours will be processed until finished and delivered to the client.

27) Can I replace the battery?

For BRONQUE CO wooden watches that utilize a quartz movement, a battery replacement may eventually be needed. The BRONQUE CO repair team will gladly replace your battery. Simply complete an RMA request and one of our repair specialists will get back with you quickly to let you know the costs and timeline associated with replacing your battery. You may also visit a reputable jeweler or watch repair shop and have the battery replaced. We do not suggest that BRONQUE CO owners attempt to change the battery themselves.

28) How do I get my watch repaired after one year?

The BRONQUE CO repair team will certainly repair your watch after your warranty expires. Simply Request an RMA application (be sure to provide photos of your timepiece if applicable).

One of our repair specialists will get back with you quickly to let you know the costs and timeline associated with repairing your watch.

Or visit a reputable watch repair shop.