Frequently Asked Questions (FAQ)
🚚 Shipping & Delivery
Q: Do you offer free shipping?
A: Yes, we offer free shipping on all orders worldwide. Standard shipping is handled via E-Express (up to 10 business days). For high-value orders (HKD 8,000+) or remote destinations, we use UPS or DHL for added security.
Q: How long does order processing take?
A: Orders are processed within 1–5 business days. Once shipped, delivery typically takes 7–14 business days depending on your location.
Q: Do you ship internationally?
A: Yes, we ship globally from our boutique in Tsim Sha Tsui, Hong Kong.
Q: How do I track my order?
A: Once your order is dispatched, you will receive a tracking number via email. Please allow 1–2 business days for tracking information to update.
Q: What if my package is lost?
A: Lost packages must be reported within 7 days of the estimated delivery date. Please contact us at info@seagullwatch.hk and we will investigate with the carrier.
🛃 Customs, Duties & Taxes
Q: Are customs duties and import taxes included in the price?
A: No. The total shown at checkout does not include customs duties, import taxes, or brokerage fees. These charges are the responsibility of the recipient and vary by country. We recommend contacting your local customs office for an estimate before placing your order.
Q: Will my order be declared at full value?
A: Yes, all orders are declared at full commercial value as required by international shipping regulations.
🔄 Returns & Refunds
Q: What is your return policy?
A: We accept returns within 14 days of delivery. Items must be unworn, unused, with all original tags attached and in original packaging. A receipt or proof of purchase is required.
Q: How do I initiate a return?
A: Please contact us at info@seagullwatch.hk before sending any items back. Unauthorized returns will not be accepted.
Q: Are sale items returnable?
A: No. Sale items and gift cards are final sale and cannot be returned or exchanged.
Q: How long does a refund take?
A: Once your return is received and inspected, refunds are processed within 10 business days to your original payment method.
Q: I'm an EU customer — do I have additional rights?
A: Yes. EU customers are entitled to a 14-day cooling-off period from the date of delivery, during which you may return your order for any reason.
⌚ Product Authenticity & Warranty
Q: Are your watches authentic?
A: Absolutely. Sea-Gull Watch Boutique is an official authorized dealer of Seagull watches, with direct ties to the Tianjin Watch Factory. Every watch sold is 100% genuine and comes with official documentation.
Q: Do your watches come with a warranty?
A: Yes, all watches come with the manufacturer's warranty. Please contact us for specific warranty terms applicable to your model.
Q: Do you offer after-sales service and repairs?
A: Yes, we provide professional after-sales support. Please contact us at info@seagullwatch.hk or call +852 3614 5561 for assistance.
💳 Payment
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, as well as other payment methods available at checkout.
Q: Is it safe to pay on your website?
A: Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your payment information.
📞 Contact & Support
Q: How can I contact you?
A: You can reach us via:
Email: info@seagullwatch.hk
Phone/WhatsApp: +852 3614 5561 / +852 47343666
In-store: Shop 38, Tsim Sha Tsui Mansion, 83–97 Nathan Rd, Tsim Sha Tsui, Kowloon, Hong Kong
Business hours: Monday–Friday, 9AM–6PM (HKT)
