At Tock Luxe Store, we take pride in offering precision Swiss timepieces of exceptional quality. Should you need to return or exchange your purchase, we strive to make the process as seamless as the movements in our watches.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must:

  • Be in its original condition, unworn and with all protective plastics intact
  • Include all original packaging, documentation, and warranty cards
  • Be returned within 15 days of delivery

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Watches with removed or adjusted bracelet links
  • Items showing signs of wear or damage
  • Special order or customized timepieces

Return & Exchange Process

Step 1: Initiate Your Request

Contact our Customer Service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The reason for return/exchange
  • Whether you prefer a refund or exchange

Return Request Template

Subject: Return Request for Order #[Order Number]

Body:
Dear Tock Luxe Customer Service,

I would like to request a [return/exchange] for my order #[Order Number].
Item name: [Product Name] Reason: [Please specify]
I understand I will receive further instructions for completing this process.

Best regards,
[Your Full Name] [Your Contact Information]

Step 2: Receive Your Return Authorization

Within 1-2 business days, you’ll receive:

  • A Return Merchandise Authorization (RMA) number
  • Detailed return instructions
  • A prepaid return shipping label (for exchanges or defective items)

Step 3: Package and Ship Your Return

Carefully repackage your watch in its original packaging, including all protective materials. Affix the provided shipping label (or use your preferred carrier for standard returns) and ship to:

Tock Luxe Store Returns
520 Farm Meadow Drive
Nashville, TN 37209
United States

Step 4: Processing Your Return

Once received, our quality team will inspect your return within 3-5 business days. You’ll receive email confirmation when:

  • Your refund has been processed (for returns)
  • Your exchange item has been shipped (for exchanges)

Refund Information

Approved refunds will be processed within 5-7 business days after we receive and inspect your return. Please note:

  • Original shipping fees are non-refundable
  • Refunds will be issued to your original payment method
  • Credit card refunds typically appear in 3-10 business days, depending on your bank

Exchange Information

For exchanges:

  • We’ll ship your new item once the return is received and approved
  • Standard shipping fees apply for the new shipment
  • Price differences will be charged/refunded as applicable

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs
  • Customs fees and import duties are non-refundable
  • We recommend using a trackable shipping service

Damaged or Defective Items

If your watch arrives damaged or defective:

  1. Contact us immediately at [email protected]
  2. Include photos of the damage/defect and packaging
  3. We’ll arrange for a prepaid return label and expedited replacement

For any questions about our returns policy, please contact our Customer Service team who will assist you with Swiss precision and care.