FAQs

How do I change my leather strap?

We have made it easy for you to refresh your look by including an interchangeable strap system that allows for a seamless switch. To change your leather strap simply:

  • pull the pin back
  • whilst the pin is pulled back, place the strap into the holes on the timepiece
  • release the pin to secure the strap
Are the watches waterproof?

Our timepieces are 5ATM, which means they are water resistant up to 50m. We wouldn’t recommend getting it too wet, as that will significantly shorten the lifespan of the strap.

How do I care for my strap?

Our leather straps overtime will soften and darken with wear, be mindful of the lighter colours, as they tend to wear and mark quicker then the darker straps. If this isn’t your desired look, we recommend you choosing another one, or purchasing a spare strap to swap over when you want a fresh look.

To preserve your strap we recommend:
  • Avoid allowing the leather strap to come into contact with water, moisture, oils, dyes, perfumes or cosmetics as this will significantly deteriorate the lifespan of them. 
  • Avoid over-exposure to extreme heat or direct lighting.
  • Storing it in its box whilst not in use.
Shipping
When can I expect my order to arrive?

We strive to process all orders within two days of ordering from us. Please note that during peak dispatch times delivery timeframes may be extended. Once sent, orders within New Zealand should arrive within 1 – 5 working days depending on your location.

Do you ship internationally?

Yes. As a guide once sent, international orders may take up to 7-14 business days to arrive.

What if I need to change the address my order is being shipped to?

Please email us immediately at admin@aylagrace.co.nz with the subject title “CHANGE OF ADDRESS”. Please provide your invoice number, and the new address. We will do our best to make the amendments before your order is dispatched.

Exchange & Returns
How do I exchange an item?

Please email admin@aylagrace within 14 days of receiving your item(s) with your full name and order number, and state the reason for the exchange and the alternate item(s) you would like instead.
Please note we do not reimburse shipping costs, and will send the exchanged item back to you free of charge within 7-10 days.

How do I make a warranty claim on my timepiece?

If you believe your product has a manufacturing defect, we apologise, please contact us so we can look into it, at admin@aylagrace.co.nz and provide your order number with photos of the suspected issue.
Please note returns are only accepted for items purchased directly from aylagrace™.
Warranty claims require a proof of purchase, including timepieces that have been gifted.
Once we have received your claim, if the covered component proves to be defective in material or craftsmanship under normal use, it will be repaired or the watch will be replaced free of repair charges. You will be notified via email from us, and your working timepiece will be sent out via express post with full tracking. We aim to process your claim within the week of receiving it.

 How long is the warranty period?

Our warranty covers your timepiece for twelve months from the date of purchase.

What is covered by warranty?

During the warranty period, the watch movement, hands, and dial are the only components covered under this warranty. This means that if the materials in your timepiece aren’t right or if the watch isn’t put together correctly, we’ll repair or replace it.
The warranty doesn’t cover:
• Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.
• Defects of internal or external components due to contact with water or moisture.
The warranty will be voided in the case a third party performed repair works or other works on the timepiece.