FAQ
Answers to the questions we get most often. If yours isn't here, write to support@lucapoedagar.com and we'll reply within 24 hours on business days.
Orders & Shipping
When will my order arrive?
When will my order arrive?
Your order is prepared within 2 business days. Free standard tracked shipping then takes 5 to 7 business days, and priority express takes 3 to 5 business days. Weekends and public holidays are not counted, and customs checks can add a few days.
How do I follow up on my shipment?
How do I follow up on my shipment?
As soon as your order leaves our facility, you'll receive a confirmation email with a tracking link. You can also check your shipment status anytime through our tracking page on lucapoedagar.com.
My tracking hasn't shown any updates. Is that normal?
My tracking hasn't shown any updates. Is that normal?
Carriers can sometimes take a few days before registering new scan events. If several business days go by without any movement, get in touch with our support team at support@lucapoedagar.com and we'll look into it.
The tracking says delivered, but I haven't received anything. What should I do?
The tracking says delivered, but I haven't received anything. What should I do?
This occasionally happens when carriers update the status a bit early. Wait up to 24 hours, check with nearby neighbors, and visit your local post office. If the package still hasn't shown up, contact us at support@lucapoedagar.com and we'll help resolve it.
Is it possible to change my delivery address after placing an order?
Is it possible to change my delivery address after placing an order?
If your order hasn't been shipped yet, we can usually update the address. Once it's on its way, changes can't be guaranteed, but we'll do everything we can to help. Reach out to us as soon as possible at support@lucapoedagar.com.
Can I cancel my order?
Can I cancel my order?
Orders are usually prepared within 2 business days, so write to support@lucapoedagar.com as soon as possible. Once an order has been dispatched it can no longer be cancelled, but you can return it after it arrives.
Do you ship to other countries?
Do you ship to other countries?
Yes, we ship worldwide, and standard tracked shipping is free on every order. Import duties and local taxes, where your country charges them, are not included in the price and are collected on delivery.
Can I switch to faster shipping after I've already placed my order?
Can I switch to faster shipping after I've already placed my order?
If your order hasn't shipped yet, contact us at support@lucapoedagar.com as soon as possible and we'll do our best to accommodate your request.
Do you offer any kind of shipping protection?
Do you offer any kind of shipping protection?
Every order ships with tracking. If a parcel is confirmed lost in transit or arrives damaged, write to support@lucapoedagar.com and we'll arrange a replacement or a refund.
Returns & Refunds
What is the return window?
What is the return window?
You have 30 days from delivery to request a return. The watch must be unworn and in its original condition, with all packaging and accessories. Email support@lucapoedagar.com with your order number to start. Customers in the EU, EEA and UK also have the 14-day right of withdrawal described in our Refund Policy.
Will I have to pay for return shipping?
Will I have to pay for return shipping?
Return shipping is paid by the customer, except when the item arrived defective, damaged or incorrect. In those cases we cover it or send you a prepaid label.
How soon will I get my refund?
How soon will I get my refund?
We process your refund within 5 to 10 business days of receiving and inspecting the return, back to your original payment method. Your bank may take up to 3 more business days to show it.
Can I swap my order for a different model or color?
Can I swap my order for a different model or color?
We don't offer direct swaps. The fastest way is to return the watch for a refund and order the model or colour you want. If you'd rather exchange, email support@lucapoedagar.com and we'll check whether it's possible for your piece.
Payment & Orders
Which payment methods are accepted?
Which payment methods are accepted?
You'll see every payment method available in your country at checkout, including major credit and debit cards.
Do I need to register an account before buying?
Do I need to register an account before buying?
No registration needed. You can place your order as a guest without creating an account.
What currency are prices displayed in?
What currency are prices displayed in?
Prices are shown in your local currency where your country supports it, and in euros (EUR) everywhere else. The final total is confirmed at checkout before you pay.
I can't find my order confirmation email. What should I do?
I can't find my order confirmation email. What should I do?
Check your spam or junk folder first. If it isn't there, write to support@lucapoedagar.com with your name and your email or shipping address, and we'll find your order and resend the confirmation.
How do I use a discount code?
How do I use a discount code?
Enter it in the "Discount code" field at checkout and the amount comes off your total. One code per order. The extra discount for buying 2, 3 or 4 or more watches is applied automatically in the cart.
Gifts & Packaging
Can I send a watch directly to someone as a gift?
Can I send a watch directly to someone as a gift?
Definitely. Just enter the recipient's address at checkout and we'll ship directly to them.
Warranty & Product Issues
Is my watch covered by a warranty?
Is my watch covered by a warranty?
Yes. Every watch comes with a 2-year warranty against manufacturing defects, from the date of purchase. You can extend it for as long as you own the watch with the Lifetime Warranty Extension in the cart.
What exactly does the warranty include?
What exactly does the warranty include?
It covers movement failures, clasp defects and other manufacturing faults. It doesn't cover everyday wear, accidental damage, water damage beyond the stated resistance, misuse or repairs done elsewhere.
My watch stopped working or seems defective. What now?
My watch stopped working or seems defective. What now?
Get in touch with our support team at support@lucapoedagar.com and include a photo or short video showing the problem. We'll review your case and get back to you within 3 business days with the next steps. In some situations, we may suggest taking the watch to a specialist for warranty repair.
My order arrived incomplete, incorrect, or damaged. What should I do?
My order arrived incomplete, incorrect, or damaged. What should I do?
Reach out to our support team at support@lucapoedagar.com right away with photos or a description of the issue. We'll take care of it quickly by sending the correct item, the missing piece, or arranging a full replacement.
Promotions
Can I exchange an item purchased during the Final Liquidation sale?
Can I exchange an item purchased during the Final Liquidation sale?
Final Liquidation orders follow the same rules as any order: you can return them within 30 days for a refund and order the piece you prefer instead.
I think I was charged the wrong amount. What should I do?
I think I was charged the wrong amount. What should I do?
Contact our support team at support@lucapoedagar.com with your order details and we'll look into it and make any necessary corrections within 3 business days.
Product Care
How should I take care of my watch?
How should I take care of my watch?
Keep your watch in a dry place when you're not wearing it, away from extreme heat, cold and strong magnets. Wipe it regularly with a soft, lint-free cloth. To resize a metal bracelet, use a link removal tool (we sell one in Accessories) or ask a local jeweller.
What is my watch made of?
What is my watch made of?
Most cases are 316L stainless steel. Each product page lists the exact case material, glass (mineral or sapphire) and water resistance of that model.