Order and Delivery
Order and delivery
Did my order go through?
Shortly after you placed the order you will receive an order confirmation to the email address you provided. If you do not receive a confirmation email and no money has been withdrawn from your account the order did not go through. You can always double check the order status by sending us and email to [email protected]
I did not receive an order confirmation, what do I do?
Please double check that the order confirmation did not end up in your spam folder. If you have not received any confirmation email from us please contact [email protected] and we will help you further.
Can I change the address in the order I just placed?
Please contact [email protected] as soon as possible. We will not be able to change the address completely due to security reasons. If the order is already shipped there is nothing we can do unfortunately.
I changed my mind, can I cancel my order?
Please contact [email protected] as soon as possible and we will try to help you out. if the order is already shipped we can unfortunately not cancel the order.
My order is a gift, do you send an invoice in the package?
We will not send an invoice in the package, only a delivery note.
How do I track my order?
As soon as your order is shipped you will receive a delivery confirmation. There you can find the tracking number for your order. You will be able to track your order at the shipping company's website as soon as your package has been scanned the first time.
Sweden: Schenker, Postnord, Airmee
Rest of the world: UPS
I did not receive my delivery confirmation, what do I do?
Please double check that the delivery confirmation did not end up in your spam folder. If you have not received your delivery confirmation within a couple of days after placing the order, send an email to [email protected] and we will help you further.
When will my order be delivered?
We are working hard to make sure that your order is delivered as soon as possible. When your order is placed it will be handled within 24 hours. No orders will be shipped or handled during weekends or local holidays. the delivery time right now is:
Europe and Japan - 1-3 working days
Outside of Europe - 2-5 working days
If the product you've ordered is out of stock or you’re requesting a delivery to a remote location, delivery times can take longer. We ship with UPS worldwide except Sweden, Japan and Norway.
Do you deliver to access points?
UPS delivers to access points across the world. If there is an access point close to your delivery address this will come up as an option during checkout.
Which delivery company do you use?
Sweden: Schenker, Postnord and Airmee.
Rest of the world: UPS
The tracking number i received doesn’t work, what do I do?
The package needs to be scanned one time before you can track it on ups and Schenkers website. Please try again the day after and if it still does not work do contact us at [email protected]
I received the wrong product, what do I do?
Do you offer free delivery?
We offer free standard delivery option as long as the order is above a certain amount. See list below. Goods are shipped from our warehouse in Sweden, Norway and Japan.
Prices include vat when ordering to countries within the eu. orders to countries outside the eu(except Norway and japan) may be subject to vat, import duties and/or taxes, which are levied once your package reaches your country. Triwa.com ships your package ddu (delivery duty unpaid) that means that we do not collect vat, duties and/or taxes on orders to countries outside of the eu and we cannot predict what your particular charges may be. If any such additional charges occur they must be rendered in order for your package to clear customs. Please contact your local customs office for more information.
The customer is responsible for any return shipments due to cancelled orders, faulty products, etc.
AUD all orders over 279 AUD free standard shipping
DKK all order over 1499 DKK free standard shipping
EUR all order over 199 EUR free standard shipping
GBP all order above 179 GBP free standard shipping
HKD all orders above 1600 HKD free standard shipping
KRW all orders above 270000 KRW free standard shipping
NOK all orders above 1999 NOK free standard shipping
PLN all orders above 799 PLN free standard shipping
TWD all orders above 6000 TWR free standard shipping
USD all orders above 210 USD free standard shipping.
It looks like my order is stuck on its way to me, what do I do?
Send an email to [email protected] and we will help you with this. you can also contact your local ups directly and see if they need any further information from you to enable the delivery.
Do you deliver to PO boxes?
Unfortunately we do not deliver to PO boxes. We will need a physical address to be able to deliver your order.
Will there be any extra charges when shipping to the UK?
We ship DDU which means that we do not stand for any tax/duties when shipping outside of the EU. When you place your order (above 135 GBP) we will do a tax deduction directly during checkout. This amount +customs will need to be paid when the order arrives in your country.
Return and Exchange Policy
Return and Exchange Policy
What is your exchange policy?
We offer a 14 days exchange policy from the date when you have received the product. you have the right to return/exchange undamaged and unused products that are purchased on triwa.com. you need to register your return/exchange of your purchase within 14 days from receiving the product. you register your return/exchange directly on our website and then ship the product together with your errand-receipt to:
UPS Supply Chain Solutions
att: TRIWA AB
127 39 Skärholmen
We do not stand for any returns back to TRIWA. Items lost during transportation will not be compensated for. Therefore, we recommend that you use a trackable service when returning the product to us. All exchanges are subject to availability and we will contact you when your return is registered at our warehouse.
What is your return policy?
We offer a 14 days return policy from when you received the product. You have the right to return/exchange undamaged and unused products that are purchased on triwa.com. You need to register your return of your purchase within 14 days from receiving the product. You register your return directly on our website and then ship the product together with your errand-receipt to:
UPS Supply Chain Solutions
att: TRIWA AB
127 39 skärholmen
We do not stand for any returns back to TRIWA. Items lost during transportation will not be compensated for. Therefore, we recommend that you use a trackable service when returning the product to us. Refunds for returned products will be made within 2 weeks of the return of the products, to the original purchases credit card/account. Note that additional duties and/or taxes will not be refunded. For countries within the eu, VAT will be included in the refund.
Have you received my return?
If you registered your return on our website and sent the errand receipt with the product you will receive a confirmation email as soon as your return is registered at our warehouse. If you have any questions about your return and it’s 14 days or more since you shipped your return you can contact us at [email protected] and we will take a look at it.
When do I receive my refund/new product?
We try to process the returns/exchanges as soon as possible. It usually takes up to 14 days from the time the product is registered in our system.
How do I return an order from the US?
You will receive a pre-paid return label together with your product. If you want to return the order please contact our customer service [email protected] and they will help you with the papers/invoice that you will need for the return.
Reparation and Warranty
Reparation and Warranty
How long is the warranty valid?
We offer a 2 year warranty on our products from date of purchase. We recommend that you save your order confirmation/ receipt since this is your warranty. Please note that we only stock spare parts for products that are in the current collection. We do not provide spare parts for models that are no longer sold.
What is not covered by the warranty?
The warranty does not cover used batteries or normal wear and tear of the case, glass or strap. The warranty does not cover any damage on any part of the watch resulting from abnormal use, lack of care, negligence, accidents, incorrect use of the watch and non observance of the directions provided by TRIWA. The warranty does not apply if a replacement of a battery has not been carried out by an authorized watchmaker.
We cannot guarantee the battery life of our outlet product and therefore the battery is not guaranteed.
It does not cover screws on sunglasses or scratching from normal use on sunglass lenses, frames or temples.
Replacements due to faulty water resistance are not covered if the crown is not completely closed when the watch is in contact with water.
Do you offer service on products that are not covered by warranty?
You can always send us an email to [email protected]. Write what's wrong with the product and send a picture of the front and back of the watch. Please note that we only stock spare parts for products that are in the current collection. It's possible that we can help out with a non warranty service as long as we have the spare parts needed. this will then be done against a smaller cost.
When do I get my product back from service?
The time it takes at our watchmaker can vary slightly. but usually it takes about 3 weeks from when our watchmaker registered your repair until it's ready to be shipped back to you.
What type of battery do you use?
We use standard batteries so your closest watchmaker should be able to help out with a battery exchange.
What is the lifetime of the battery?
The lifetime of the battery is usually 2 to 4 years. but products bought in our outlet section could have shorter battery life and unfortunately we do not guarantee the lifetime of the battery on our outlet products.
Can I change the battery myself on my watch?
We always recommend that an authorized watchmaker change the battery. To make sure that the watch is tested and waterproof after the battery exchange. The warranty does not apply if a replacement of a battery has not been carried out by an authorized watchmaker.
Is my watch waterproof?
The water resistance on TRIWA watches is 5 atm or 10 atm. The level of water resistance will be indicated on the dial and/or case back of each watch. Below is a specification for each level of water resistance, please note of recommended usage. Ensure that the crown is fully closed when in contact with water. Please add that even though the watch can be in contact with water, the leather band should not.
Water resistant 5 ATM: protection in everyday activities, bathing, accidental splashes, short swimming, car washing, water sports and skiing. these models are resistant against perspiration, water vapor and rain drops. tester for water resistance up to 5 ATM.
Water resistant 10 ATM: protection in everyday activities, swimming, snorkeling, mountain climbing, parachuting, hang gliding, skiing and all kinds of sports challenges. tested for water resistance up to 10 ATM.
The glass on my watch broke, what do I do?
The warranty does not cover any damages on the glass off the watch. If you want to order a new glass or send it in to us for an glass repair please do contact [email protected]
We will then get back to you with availability of the spare part and the actual cost for the repair.
Product Information and Instructions
Product Information and Instructions
How do I change the strap on my watch?
Which strap fits my watch?
On each product on our website you will find the specifications for the watch. There you will find the correct measurements for the strap that will work on your watch.
How can I make the brace strap shorter?
We recommend that you take your watch to your closest watchmaker/juveler to shorten the strap. They will have the correct tools for this. on the inside of the strap you can find small arrows. They indicate in which direction the pins should be pushed out to shorten the strap.
How can I shorten the mesh strap?
How do I clean my strap?
We do not recommend that you wash our leather straps. but you can always impregnate the strap before using it to avoid stains.You can clean all of our steel straps with soap and water. use a small brush to make sure to reach the small spaces in the strap. Then wipe it off with a clean cloth. You can also clean our nylon straps carefully with soap and water. just let it dry before usage.
How do I set the time on my watch?
How do I change the date on my watch?
Find the right instructions here.
My second hand does not stand on 12 on my chronograph, how do I correct this?
Screw and pull out the crown (to where you set the time)
Press the top button above the crown until the hand is back on exactly 12:00
Push in and screw back the crown
Then the issue should be solved.
What payment options do you accept?
We accept visa, Mastercard, American Express and Paypal as well as various other local credit cards and invoicing options. All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.
I used Klarna invoice and want to return the product. Do I have to pay the invoice?
We recommend that you mark your invoice as a return in Klarna. Then your invoice will be paused until we processed your return and cancelled your invoice.
My purchase won't go through, what should i do?
If you have problems with your payment on our website, we suggest that you take the following actions to go through with your purchase:
If you're unable to use your credit card on our website, please double check the address. usually the shipping, billing and the credit cards issuing address needs to match. you can also try to use palpal's express checkout. this will allow you to pay with your credit card.
For customers outside of Sweden, sometimes it may be your bank that is blocking the payment. to resolve this, try contacting your bank directly and request permission to make the purchase.
Try all the available payment methods.
Try a different browser or computer.
If you still haven't managed to complete the payment, please send us an e-mail to [email protected].
I get an error message when trying to place my order, what should I do?
Please contact us at [email protected] and let us know which error message you received and we will try to resolve this as soon as possible.
Do you save my payment information?
TRIWA does not store any payment information. all transactions are handled directly by our payment service provider Adyen or Klarna. your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.
Which currencies do you offer at your website?
Before you add your product to the cart make sure that you have selected your country up in the right corner on the globe. Then you will see the correct price and currency for your country. TRIWA is not responsible for any discrepancies in currency values or conversion fees that your bank or issuer of your bank card may use when purchasing on our website. If you have questions regarding this, you can contact your bank for more information.
I have a discount code, how do I use it?
During checkout after you filled in your address and contact information you will be able to use your discount code. Please fill in the code where it says “add voucher”. Please note that it's not possible to add discount codes on already discounted products.
My discount code is not working, why?
Discount codes will not work on already discounted products and collaborations. It could also be that the code has expired. If you have any further questions about this please contact [email protected]
I have a gift card. How do I use it?
During check out after you filled in your address and contact information you will be able to use your gift card. Please fill in the code where it says “add voucher”.
What are the conditions for campaigns?
Our campaigns are always limited to a shorter period of time and are not possible to use when the end date of this campaign has passed. If you decide to return the product for an exchange you will get the same discount on the new product. As long as the new product was in the initial campaign.
My product is a gift, do you offer gift wrapping?
Yes, absolutely. During check out you can select that you want the product gift wrapped. If you want, you can also write a shorter message that will be handwritten by our staff.
Can I choose another strap if I don't want the exact combination as presented on the website?
All of our watches and straps are selected and matched by our designers to create the best design. For the moment it's not possible to customize your watch. But you can always buy an additional strap.
I want to do a collaboration with you on social media. Who do I contact?
I want to be an authorized TRIWA retailer, whom do I contact?