<h2>AT YOUR SERVICE</h2>

AT YOUR SERVICE

Orders & Shipping

What are the shipping options?

We use FedEx or DHL for shipments of watches outside of Singapore.

In the event that this is not possible, we will inform you about the available shipping options before proceeding with sending out your order.

When will my order be shipped out?

Where there are available stocks, your order will be packed and shipped within 2-3 working days.

A confirmation email with a tracking number for your order will be sent to you.

Do plan in advance/expect delays in shipping during peak periods (e.g., festive seasons).

When can I expect to receive my order?

You will receive notification by email with tracking details for your package once your order has been shipped out.

For overseas shipments, orders typically take between 2-7 days to arrive.

Note though that this is an estimate; actual delivery timings may differ.

What is the cost of shipping?

Shipping is complimentary for purchases above SGD250. For orders below SGD250, shipping charges of SGD20 apply.

Do you provide insurance on the shipment?

Yes, we insure each purchase during the time it is in transit until it is delivered to you.

We require a signature for all goods delivered, at which point, the responsibility for your purchased goods passes to you.

If you are not the receiver of your purchase (e.g., a gift order), then the person who signs for the package confirms receipt and is accountable for the package.

Can I track my shipment?

Yes, you can. A notification email with tracking details is sent out for all orders.

For overseas shipments, you can track your shipment by FedEx here.

How long will it take for my order to arrive in a location outside of Singapore?

Typically, your order takes between 2-7 working days to reach you, depending on factors such as the country you are based in; the period during which orders are placed; and so on.

You can click here to track your FedEx shipment.

Do I have to pay any taxes or duties for my order?

As the receipient, you are liable for all import duties, customs and local sales taxes levied by the country we are shipping to; payment of these is necessary to release your order from customs on arrival.

For Singapore-based customers, the prevailing goods and services tax (GST) will be added on to your total purchase as prices shown on our website are exclusive of GST.

Is there anything else I need to know about orders and shipping before I proceed with my order?
  1. Please ensure that the shipping address you enter when you complete your purchase on our website is full and complete (no PO boxes please) as we are unable to redirect your orders once they are on their way to you.
  2. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. In such instances, we will seek to keep delays to a minimum.
  3. Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched by our warehouse. Please note that this can take longer during peak periods when it may take up to 72 hours for shipments to be dispatched.
  4. We work closely with our shipping partner to minimise the potential impact of customs delays for our international customers.

Payment

What are the payment options available?

Payment for your order can be made using PayPal, accepted credit cards, Apple Pay and Google Pay.

For other payment options, please get in touch with info@redarmywatches.com.

What currency do you use on your site?

If you are viewing our site from a Singapore-based IP address, the default currency is Singapore dollar (SGD).

International visitors have the option to select their local currency when viewing our site.

All sales will be transacted in SGD and there may be some differences in the final billing in your currency due to dynamic exchange rate movements.

Aftersales Service

Do you provide warranty for the products you sell?

We are confident of the quality of the brands that we carry. That said, despite countless tests and certifications, nothing is entirely immune from errors.

Generally, all products sold here are covered by at least 1 year warranty period, if not more - please refer to the specific brand/product's Technical Specifications to find out the actual warranty period that applies.

Warranty begins from the date of purchase and covers manufacturing or material defects.

Warranty does not cover the following parts or conditions:

  1. watch case
  2. crystal/glass
  3. crown/stem
  4. finishes
  5. watch straps/bracelets
  6. damage caused by mistreatment/improper handling and normal wear and tear
  7. unauthorised service

Please email info@redarmywatches.com or visit our service centre in case you need assistance with after-sales service.

I have a watch that needs to be repaired/serviced. Where should I bring my watch?

Our service centre is at RAW Suntec City (#01-464). You may drop off your watch for servicing/repair here.

What are the operating hours of your service centre?

To drop off or pick up your watch for servicing/repair, feel free to come by our service centre from Mondays to Fridays between 11.00am to 7.30pm.

How much does it cost to repair/service my watch?

The cost of service/repair will vary depending on the issue(s) with each watch. Do bring your watch to our service centre for our technicians to assess your watch and we will come back to you with a quotation.

How long does it take to repair my watch?

Typically, watch repairs will be completed in about 4-6 weeks.

However, in some cases, it may take longer. For example, we may need to order and wait for delivery of the spare parts required to fix your watch; sometimes, specific technical support may be needed from the brand.

Why are you not able to take in my watch for servicing or repair?

There are a couple of instances where we reserve the right to refuse to take in a watch for servicing or repair.

  1. It is not a brand we carry.
  2. It is a brand we carry but not purchased from us (e.g., purchased online or from other retailers or overseas) and/or we do not have a SAV/after-sales agreement for the brand.
  3. It is a brand we carry but ascertained to be a fake upon checks by our store personnel.

That said, in all instances, we will try our best to assist (e.g., provide recommendations such as alternative options for repair).

However, do note that our team is important to us. Each and every one of our team deserves to be treated with courtesy and should not be subject to abuse or unreasonable demands. In instances where we have deemed this to be the case, we reserve the final rights to refuse service.

About RAW

Where can I find your stores?

Please visit Find RAW to view a full list of our retail concepts and store locations in Singapore as well as Indonesia, Malaysia and Brunei.

Are you the official dealer for the brands you carry?

Yes we are. You will be able to find a listing of our stores when you visit our brands' official websites.

Returns & Exchanges

What is your returns and exchanges policy?

If goods are unworn, straps un-punched, or modified, and you have proof of purchase, we will allow exchanges within 14 days from the day we ship out the goods.

Kindly note the below for exchanges:

  1. The exchange item must be of the same value, or higher.
  2. You will bear the cost of shipping and insurance for sending your original purchase back to us. Please ensure that the watch and everything it came with is properly packed to ensure minimal movement during transit. You must only use registered mail or courier for the shipping.
  3. After we have received the watch and ascertained that it meets our exchange conditions, we will send your exchange watch to you. Please note that the shipping of your exchanged watch to you is no longer free-of-charge.

We are also fully committed to take care of after-sales service, subject to the terms and conditions stipulated in the warranty card.

If there is proof that the goods were received after 14 days from the day of shipment, we will extend the right to exchange to another 7 days from the day of receipt.

Please email info@redarmywatches.com should you require an exchange and we will let you know the next steps.

All requests for returns will be evaluated on a case-by-case basis with RAW reserving the final rights.

Please email info@redarmywatches.com should you wish to initiate a return request.

Kindly note that the refund you receive will not be the price that you paid for the watch as the original free shipping and insurance plus other associated admin fees will be deducted from the final refund amount.

The Watch Academy

Is there any age requirement to sign up for The Watch Academy?

Due to the nature of the course as well as the objectives to be achieved at the end of each session, kindly note that The Watch Academy is for participants aged 18 to 65 years.

Can I use SkillsFuture credits for The Watch Academy?

Unfortunately, The Watch Academy is not covered under SkillsFuture currently.

I live overseas. Do you conduct The Watch Academy where I reside or online?

Thank you for your interest in The Watch Academy! All The Watch Academy classes are conducted in-person and on-site in Singapore at RAW Suntec City (#01-464).

I am coming to Singapore and would like to book a class for The Watch Academy. How can I do this?

Thank you for your interest in The Watch Academy! We have had many overseas participants for The Watch Academy and look forward to counting you as one of these.

If you are making a booking from outside of Singapore or are using VPN to access our site, kindly write to us at info@redarmywatches.com with the following details to book your slot and for payment of the correct amount to be made. Kindly note that The Watch Academy is conducted in Singapore and therefore, is not eligible for GST refund under the Tourist Refund Scheme.

Details needed to book your spot for The Watch Academy are:

  1. Class date
  2. No. of persons attending the class
  3. Full and complete name of participant(s)
  4. Email address (payment request will be sent to this email address; if there are multiple participants paying separately, kindly furnish email addresses for the individual participants)
  5. Contact number(s) (must be a number that we can contact you at while you are in Singapore)
Can I choose which watch/strap to work on for The Watch Academy?

All participants in The Watch Academy work on and bring home the same watch. The watch comes with a manual winding movement and is of a certain case diameter to ensure that participants are able to work on the watch efficiently to achieve class objectives during the session.

Do I need to bring my own tools to attend The Watch Academy?

No, you won't need to bring your own tools. All tools that you need to complete The Watch Academy classes will be available for your use over the duration of your class.

Can I bring the tools that I use during The Watch Academy home with me?

The tools provided for your use during the duration of the class cannot be brought home with you as we will need these tools for the next class.

That said, if you would like to purchase tools for your own practice at home, we sell these at our store. Do speak with our store personnel to find out what's available.

I realise the class listed online is The Watch Academy Level 1. Are there other levels? If so, how can I sign up for these?

We currently offer The Watch Academy Levels 1 and 2.

Level 1 is open to anyone between 18-65 years of age and does not require participants to come with any prior experience.

Level 2 is only offered to participants who have successfully completed The Watch Academy Level 1 and have spent at least 6 to 12 months practicing on their own.

To indicate an interest in Level 2 classes, kindly email us at info@redarmywatches.com.

Do you conduct The Watch Academy classes for big groups or offer customised classes?

Thank you for considering The Watch Academy as an option for your needs. For bigger groups and other custom requests, kindly email us at info@redarmywatches.com so that we can better understand your requirements and explore how we can take things forward.

Do I get a certificate after completing The Watch Academy classes?

All participants of The Watch Academy receive a Certificate of Participation at the end of the class.

I want to mod and/or repair watches. Does The Watch Academy teach me how to do this?

The Watch Academy does not specifically cover modifcation or repair of watches.

However, over the duration of the class, you will get to know and work with the different parts of a mechanical watch which should give you a good introduction to and knowledge of the tools needed for modification and/or repair needs.

Note though that any modification or repair that you undertake for your own watches will be done at your own risk. Watch brands generally do not take in watches for servicing if they are able to ascertain that the watch in question has been opened and/or worked on by a third party.

Caring for Your Watch

Do you have any tips for how I should care for my recent watch purchase from you?

Congratulations on your new watch! We hope you will get many years of enjoyment with your timepiece from RAW. Here are some general tips for caring for your watch:

  1. Clean your watch regularly by using a dry and soft cloth. If you need any recommendations, feel free to drop us a line on our social media pages or via info@redarmywatches.com.
  2. Do not wear your mechanical watch for activities that involve vigorous movements (including golf) as this might affect the watch accuracy.
  3. If your watch is a mechanical (automatic or manual winding) watch, expect some variance in the accuracy. +/- 10 to 20 seconds per day is within acceptable range for most mechanical watches.
  4. Avoid contact with perfume, spirits, or petroleum products as it will tarnish the casing and bracelet.
  5. Ensure the crown is screwed in and your watch has at least 10ATM water resistance before using it to swim/dive.
  6. Avoid subjecting the watch to sudden change in temperature which can cause condensation.
  7. If your watch is a quartz watch, replace the battery immediately after it runs out of power to avoid leakage that can damage the movement.
  8. Ensure the watch is fully-wound before using the chronograph function (applicable for mechanical watches).
  9. Always stop a chronograph first before resetting it and only use the chronograph as and when you need it; do not leave the chronograph function running all the time.
  10. Keep the watch in a cool and dry place and far from any devices with high level of magnetic field including TV, PC, speakers, laptops, and fridge.

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