We accept order return for refund or exchange within 14 days from the date you received your order.

Full refund will be made to customer by UNDONE upon receipt of the return, however, for orders with customized parts (e.g. customized print on dial), refund is only up to 50% of the purchase value.

All returned merchandise must be in new/original and resalable condition with original packaging attached.

Return shipping fees and packages are the responsibility of the customer, UNDONE does not provide return labels. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.

Please contact us at cs@undone.com prior to shipping the returned product.

If you have requested for an exchange, the shipping fee for the new order will be waived. All orders can only be exchanged once.

If the item you received is incorrect, missing, or defective, please contact us with

in 14 days from the date you receive your order. Please include your order number, photographs of the item(s), and all related references upon receiving your package.

Upon dispute, UNDONE reserves the right to make the final decision on all return cases

We offer a standard 12 months international warranty for all our products. The warranty covers defective watches from the date of shipment. Should the watch stop working on its own, we will make you a new one. The warranty does not cover damage resulting from accidents or misuse. Simply contact us at cs@undone.com and we will walk you through the process.

We are not responsible for any accidental damage to the watch. An investigation will be made by our watchmaker before repairing. We will refund the warranty related shipping fees to you after we have clarified that the problem with your watch falls under warranty. Please also note that all return/warranty packages remain the responsibility of the customer until received by us. We therefore advise you to take the necessary precautions to ship your watch safely by using registered traceable services and appropriate packaging for all watch shipments.

Please send us an email at cs@undone.com with as much information about your problem as possible, and with pictures if relevant to the issue. We will get back to you with a repair quote as soon as possible.

Yes, we can. Please send us an email at cs@undone.com and we will get back to you with a quote.

Mechanical watches are powered by the movement’s mechanical parts, not by a battery. The owner of the watch is required to wind up the watch to keep it running by storing energy into the spring. The energy stored in the mainspring of the watch runs out and the watch stops working if the watch has not been wound for an extended period. To restart your watch, wind it fully by rotating the crown clockwise 30-40 turns and then set the time. If the watch fails to restart, please contact us via email atcs@undone.com