FAQs

  1. Do you ship globally?

  2. Do you have any store or stockists?

  3. How do I return my purchase?

  4. What happens if I do not receive an order confirmation or dispatch notification?

Delivery & Returns

⚐ Shipping delivery times and locations

All purchases made from the FRANCOIS HURTAUD website are shipped to all of our global destinations.

Orders placed before 1pm (GMT+8) will be dispatched within the same day with delivery guaranteed for the next working day to Hong Kong while other world destinations will take 3-5 working days for delivery.

All orders placed after 1pm (GMT+8) will be dispatched the next working day. Please note ‘Standard’ deliveries only apply from Monday - Friday. If an order is placed after 1pm (GMT) on a Friday, it will be dispatched the following Monday.

All orders are shipped using ’Standard’ service. Once your order has been packaged and dispatched, your tracking number will be sent to you via email so you can track your item online and follow its progress. All deliveries are fully insured and a signature will be required upon delivery.

Note that once an order has been dispatched, we are unable to redirect it.

We will attempt delivery 3 times to your chosen delivery address. If delivery is unsuccessful after the third try, the item will be returned to us. If you would like a redelivery to be arranged to the same or to a different address, a separate fee may apply. Contact us here for more information.

We are unable to ship to P.O. boxes, Army Post Office (APO) and Fleet Post Office (FPO) addresses. We ship to the following countries:

  • Asia Pacific (2-3 working day): Australia, Hong Kong (Next day), India, Indonesia, , Japan, Macau (Next day), Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates.

  • Europe (3-7 working day): Austria, Denmark, France, Germany, Greece, Hungary, Italy, Ireland, Luxembourgh, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom.

  • North America (2-7 working day): Canada, United States.

The estimated delivery times above are to be used as a guide only and commence from the date of dispatch. FRANCOIS HURTAUD is not responsible for any delays caused by the customs clearance process in overseas countries as well as other causes due to unforeseen circumstances.  For some special cases where the addresses are out of delivery area or pickup area, there will be special surcharge known as ODA (outside delivery area). It will be notified via email and customers will be responsible to pay to the freight forwarder for special delivery.

♕ Duties and Taxes

All relevant import taxes, duties and shipping are not included within the individual product price. Customers are responsible for all the taxes relating to their orders for the country they are shipping to. Freight company will contact you and advise for the all relevant import tax charges and customers will be responsible to pay to the freight company upon delivery of goods. Goods that cannot be delivered successfully due to refusal for payment of taxes or disputes with the cost will be returned to us and refunds will only be made after deducting all the costs incurred for the whole delivery process.

⎌ Return Policy

Return for refund:

If the item is returned within 14 days after the date of the purchase, the item will be fully refunded. Handling fee of the price of the shipment will be charged to the customer. Once we receive your returned item, we will process the refund right away. Refunds will take up to 7 business days to clear but may take longer to appear on your bank or credit card statements.

Return for credit:

If the item is returned on the 15th day onwards after the date of purchase but less than 30 days from the date of purchase, the item is qualified as store credit on the FRANCOIS HURTAUD website.

Free return.

The store credit is a coupon code of the item's value you have returned. This coupon can be used in your next purchase on any item of the FRANCOIS HURTAUD online shop. Once we receive your returned item, we will aim to process the refund straight away. If eligible, you will receive this coupon via email, it will expires in 25 days from the issue date and will not be renewed.

Return for repair:

Damaged or defective item claims must be reported to us immediately within 7 days upon receipt of item. If you received a damaged or defective item/s, you can apply for a refund. We will only refund damaged or defective items if a Return Request with the subject "Damaged Item" was submitted in our system. Otherwise, we won't refund that item. Using the Return Form, attach pictures showing the issue, at least three pictures will be required. Our specialists will analyze your case and send you the refund in 48 hours. However, damages from wear and tear, damages caused by careless handling and accidents will not be refunded. Items that require repair may take up to 4-8 weeks to process. Should we find the items is beyond repair and is still under warranty, the customer can choose another item of similar or lower value for replacement. Note that we cannot replace the same product as each timepiece is unique.

Return for exchange:

Replacement item will not be identical to the returned items. Items returned which were purchased as gifts will be handled on an individual basis. Valid for 14 days after original order date. Handling fee of the price of the shipment will be charged to the customer.

Item bought with a discount or during a promotional campaign:

If you return an item/s bought as part of a promotional offer, you will be refunded the same amount paid at its discounted price.

☞ RETURNS POLICY REQUIREMENTS

  • Returns are only accepted for items purchased directly from the FRANCOIS HURTAUD website. If your item was purchased from one of FRANCOIS HURTAUD' retail partners, consult your retailer. You will not be able to submit a Return Request if more than 30 days after receiving the item/s.

  • We take great care to ship your items to you in perfect condition. We will only accept returns for items that have not been worn or altered. Items returned must be received in new, unused and re-sellable condition, with the original packaging and any protective coverings and product information. The original tags must still be attached.

  • All returns require an RA number.

  • We only accept returns which have been processed with our automatic system, any item/s delivered to our office which are not in our Returns Database, will not be accepted. If you have any problem when processing the return please send an email to hello[@]francoishurtaud.com.

  • Upon receipt of returned goods FRANCOIS HURTAUD reserves the right to deny the return if it does not meet the company return policy requirements. We reserve the right to cancel orders placed by customers who have a history of excessive returns.

⚠︎ INELIGIBLE RETURNS

  • Returns that are used, dirty, soiled, damaged or altered may not be accepted and may be sent back to the customer.

  • Ineligible returns will be sent back at the customer's expense.

✍ NOTES

  • All items are inspected prior to shipment. In the rare case that you receive an imperfect item, please email photos and a brief description to hello[@]francoishurtaud.com.

  • Returns received after 30 days of original receipt may be accepted at the discretion of FRANCOIS HURTAUD and will be eligible for store credit only. This does not affect your statutory rights.

  • All return requests are accepted every Monday and Thursday.

Terms & Conditions

Warranty

All watches are warranted 2 years from the date of purchase.

Terms and conditions

Products displayed on this website are available while stock permits and can be removed without any prior notice. Pre-orders are charged as soon as the purchase is completed at checkout. To cancel a pre-order before the item has been dispatched, please email us at hello@francoishurtaud.com. Once a pre-order has been dispatched, our returns policy applies to the purchase.

The pricing and descriptions of products can also be amended at any point without prior notice. We aim to display the colors of our products as accurately as possible. However, as resolution, print methods and screen settings can affect how an item is displayed, the accuracy of colors cannot be guaranteed.

FRANCOIS HURTAUD is currently under registration of trademark of FRANCOIS HURTAUD Limited, registered Company of Hong Kong (Registration No: 66907795) at 12P Smithfield Road 4F, Kennedy Town, Hong Kong.

All associated intellectual property, including text, product names and descriptions, imagery, brochures and website design remain the property of FRANCOIS HURTAUD Limited and cannot be used without prior consent. These terms & conditions may be updated at any time.

Privacy

The collection and storage of personal information submitted to FRANCOIS HURTAUD is governed by the Hong Kong Data Protection Act (2003). This means your details will not be divulged to third parties and we will not send you promotional information, by email or post, unless you agree to it. Under the Data Protection Act, you retain the right to access and modify any data about you held by FRANCOIS HURTAUD. When you visit the FRANCOIS HURTAUD website, or when you register your details or purchase from FRANCOIS HURTAUD, you agree to be governed by FRANCOIS HURTAUD’ terms and conditions.

We respect the privacy rights of our visitors and recognise the importance of protecting the information collected about them. Collection of personal information: We collect personal information about you when you register or subscribe for one of our services, place an order, use our online services, interact with us in any other way, such as via social media, click on an advert that we put on our or someone else's website, ask for information or assistance, give us a testimonial or other feedback, comment on any blogs or articles featured in our services, attend an event that we run or sponsor, enter competitions or special promotions, sign up for our special offers or other updates, or fill in surveys.

By registering, subscribing or using our services, you consent to the use of your personal data in line with this policy. The information we collect and hold about you may include your name, email address, phone and mobile phone numbers, home address, shipping and payment card billing address, payment card details, IP address, search criteria, shopping history, shopping preferences, sizings, responses to research panels and surveys, the type of browser you use, the times when you access the site and for how long, your referring URL (the site you come from to reach our website), cell IDs and other location information, photographs and other content you share with us when you use our services, date of birth, and any other information you may give us.

We may record or monitor calls that you receive from us or make to us. We do this for security purposes, and to improve the services we provide to you.

Security

To help ensure that your shopping experience is safe, simple and secure, FRANCOIS HURTAUD uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser that you can click to find out information about the SSL digital certificate registration. Any card transactions that are taken over the phone by FRANCOIS HURTAUD are also processed securely by Cyber Source. After a phone transaction is made, card details are disposed of securely.

Cookies

FRANCOIS HURTAUD collects information about your use of our online services using cookies. Cookies are very small files that are sent by us to your computer or other device which we can access when you visit our site in future. Cookies help us remember who you are and other information about your visits. They can help display the information on a website in a way that matches your interests. Most major websites use cookies. Whenever you give us your personal information we will use it in accordance with applicable privacy laws and for the purposes set out in this policy, on the data entry forms you complete, in any relevant terms and conditions and on pages or emails which link to the data entry forms.

General Data Protection Regulation

When you use our services:

If you use any of our services, register for or attend one of our events, set up, look at or change your account details, we record your personal details. Your information will be used in the first place to provide the products, services or information you have asked for and to provide you with a personalised shopping experience. We keep the information you provide and may use it for several purposes, including: (i) accounting, billing, reporting and audit; (ii) credit checking or screening; (iii) authentication and identity checks; (iv) credit, debit or other payment card verification and screening; (v) debt collection; (vi) administrative and legal purposes; (vii) data matching, statistical and market analysis, and marketing information; (viii) advertising and marketing for us or our Group; (ix) developing, testing and maintaining systems; (x) studies, research and development; (xi) customer surveys; (xii) customer care and to help us in any future dealings with you, for example by identifying your requirements and preferences; (xiii) where required by law or in connection with legal proceeding or disputes; and (iv) any other uses set out in the terms and conditions for use of our services. Saved payment card details will only be shared with our payment partner and not with any other third parties and will only be used to process your order, using our payment partner's systems. We may also use your personal information to send you marketing updates, as detailed in the next section.

Tracking how our online services are used:

We collect and use third parties to collect and share with us, information from lots of visitors to our online services and analyse it to build up a picture of how people use our websites. This helps us improve the services we offer.

Mobile services:

When you request our mobile services, we may keep your mobile phone number, the make and model of your phone, the operating system used by your phone and details of your network operator, and we will link a unique identifier to your mobile phone number. We'll store your device language, app language, country, We need this information in order to provide the features and services enabled through our mobile services and to administer our mobile service.

Social networks:

If you follow us or interact with us on any of our pages on third party social media platforms, such as Instagram, Facebook, Twitter, Pinterest, information you provide will be subject to the third party's privacy policy, as well as this privacy policy.

Where we process your personal information:

When we use your information as described in this policy, this may involve sending your information outside the European Economic Area (EEA). When we do this, we make sure that appropriate steps are taken to protect your personal information and your rights. By providing us with your personal information, you agree that we may transfer, store and process your information outside the EEA. Governments in certain countries such as the USA have broad powers to access data for security, crime prevention and detection and law enforcement purposes.

Opt in and opt out:

We offer you the chance to receive news and product updates. These include alerts for new products, features, enhancements, special offers, events of interest, and one-off marketing promotions. You can opt-out of receiving these updates. Marketing communications you subscribe to will only be sent by FRANCOIS HURTAUD. You have the right to ask us not to use your personal information for marketing. At all times, we will offer you the opportunity to unsubscribe from any service or update to which you have subscribed. Whenever you receive direct marketing from us, we will tell you how to unsubscribe.

Referral Program

As a Refer-a-Friend member, a “Referrer”, you are subject to FRANCOIS HURTAUD’s Terms of Use and FRANCOIS HURTAUD’s Privacy Policy, as well as the following additional Terms & Conditions for the Referral Program:

Qualified Referral

A Qualified Referral is defined as a purchase made at francoishurtaud.com by a person, a "Referred Customer" who lands on francoishurtaud.com by clicking on your Referral Link.

Who is Referred Customer?

The Referred Customer and the Referrer cannot be the same person. The Referred Customer must have a different email address, along with different billing and shipping information from the Referrer.

What are the Referral Rewards?

For you to earn referral rewards as a Referrer, the Referred Customer must complete an order.

Eligibility: Eligibility is limited to individuals only. FRANCOIS HURTAUD’s Referral Program cannot be used by businesses for affiliate lead generation.

No SPAM policy:

You must comply with all up-to-date “SPAM” laws. Emails must be distributed in a personal manner. Bulk email distribution is strongly discouraged. Any distribution of your referral link that could constitute unsolicited commercial email or "spam" under any applicable law or regulation is expressly prohibited and will be grounds for immediate termination of your account and exclusion from FRANCOIS HURTAUD’s Referral Program.

Right to close accounts:

FRANCOIS HURTAUD reserves the right to close the account(s) of any Referrer and/or Referred Customer and to request proper payment if the Referrer and/or Referred Customer attempts to use the FRANCOIS HURTAUD’s Referral Program in a questionable manner or breaches any of these Terms & Conditions or is in violation of any law, statute or governmental regulation.

Right to cancel program or change terms: FRANCOIS HURTAUD reserves the right to cancel the Referral Program or to change these Terms & Conditions at any time in its sole discretion. Any unclaimed referral rewards will be forfeited at that time.