POLICIES

Welcome
We are in this business to make folks happy. If there is any sort of problem with your order, please contact us immediately, and we will do whatever we can to make things right. Call us at 1-888-SOARWAY or email us at info [!at] koboldwatch.com.

Purchasing online
All orders are processed pending availability, shipping address, and PayPal/credit card verification. Please refer to the listing page of each item for the standard processing times for your order. Purchases may be made either directly through koboldwatch.com or through the assistance of our online personal assistants. You can contact us at info [at] koboldwatch.com. If purchasing through koboldwatch.com, please be aware that products in your 'Shopping Bag' are not reserved and can therefore be purchased by other users until you complete the whole checkout process.

Please double-check your shipping address before submitting your order. We will contact you if the product you have ordered is out of stock or if additional identification is needed for credit card verification. By placing an order through our Website you warrant that you are legally capable of entering into binding contracts and you are at least 18 years old.

Order from customers living in Germany
For orders shipping to customers living in Germany, 19% general sales tax are added to the invoice amount (excluding the shipping and insurance fees).

Order cancellation
If you wish to cancel or modify your custom order, please send an email to info [!at] koboldwatch.com within 90 minutes from placing an order. After this 90-minute period, custom orders are final and cannot be cancelled.

Deposits
All deposits are non-refundable. If you wish to cancel an order, please send an email to info [at] koboldwatch.com within 90 minutes from placing an order. After this 90-minute period, any deposit amount charged cannot be returned.

Product information
Kobold products available for purchase online include travel bags, clutches, passport holders/wallets, accessories, and other custom made products. All products on our Website are subject to availability and you may purchase up to four items per style.

We have aimed to ensure that the colors of our products appearing on our website are as near as possible to the color of the product. However, the actual colors you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise color of the product on delivery. Also due to the nature of the tanning and coloring process of some of the materials used in our Products, actual product colors may vary slightly from the images displayed on our website, this is not a product fault.

We offer our clients the opportunity to order custom made products, as well as to pre-order items that are currently in production or that have sold out and are on back-order (the website will show these items as "In Stock". If you place an order online for a back-ordered item, we will contact you with an approximate shipping estimate). When you order one of these back-ordered items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than anticipated.

For inquiries about Kobold products, or on items that are unavailable online, please contact us via email at info [&at] koboldwatch.com.

Pricing
The pricing available on this Website is for information purposes only for use by Kobold's customers and potential customers and subject to change/verification. We strive to provide accurate product and pricing information, however pricing or typographical errors may occur. Your order may not be accepted if there are material errors in the description of the goods you have ordered or their prices. In the event that a product or service is mispriced, we may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. All prices and offers are subject to change without notice.

Active duty military and law enforcement officials are entitled to a professional courtesy discount. Watches sold under the MIL/LEO pricing scheme are considered custom orders and are non-refundable.

Order acceptance
Kobold reserves the right, at its sole discretion, to refuse or cancel any order for any reason. Among the circumstances that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by Kobold credit and fraud avoidance staff. Kobold may also require additional verifications or information before accepting any order. Kobold will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your payment has been received, Kobold will issue a credit to your account in the amount of the charge.

Payment
We accept payments through PayPal (for orders less than $250), wire transfer, check and money order. Payment in full is required at the time of order.

Non-Payment of Service and Repairwork
In the event of a customer's non-payment of service and repair work associated with problems not covered under warranty, we reserve the right after a 30-day grace period to auction the watch off to the highest bidder to recoup our outlay. The difference, less a $150 handling fee, will be mailed to the customer by check.

Shipping and Delivery
We usually ship any item except watches within the next 5 business days. If an item other than a watch is “made to order” we usually ship in the next 4-8 weeks, unless differently specified on the listing. For products other than watches, you may choose the shipping method you prefer between Ground and Overnight. Watches are shipped only using Overnight service and are not shipped on Fridays or a day preceding a public holiday. Our products are shipped with UPS from Pittsburgh: usually it takes around 1-3 days for delivery to most locations in Europe, USA and Australia. Deliveries elsewhere may take a little longer. Shipping costs include handling and insurance fees.

All orders are processed Monday through Thursday, excluding any U.S. public holidays. Delivery times include working days only, and holidays are not considered. We regret that delivery cannot be made to post office boxes.

We will aim to dispatch the products ordered by you as soon as possible after your order has been accepted by us to the postal address you have given in your order. However, we cannot guarantee an exact delivery date and your item(s) may take longer to be dispatched if they are not in stock at the time of placing your order or they are to be dispatched to an address outside of the U.S.. Estimated delivery times are to be used as a guide only. Kobold is not responsible for any delays caused by the destination country's customs clearance processes.

You may track the delivery of your order by using the tracking number provided by us. You will find the tracking number for your order in the shipping confirmation e-mail. If your order is dispatched in more than one package, you may receive separate confirmation emails and tracking numbers for each package.

Shipping costs payable for goods dispatched in the U.S. will be notified to you at the moment of placing your order. Deliveries outside of the U.S. may be subject to import taxes and/or custom duties and/or additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount. Also, clearance procedures may cause delays beyond original delivery estimates: Kobold has no control over the time required by the customs clearance procedures. Customs policies vary widely from country to country: contact your local customs office for more information. When ordering from Kobold you are considered the “importer of record” and must comply with all laws and regulations of the country in which you are receiving the goods.

For security reasons, all Kobold online purchases require an adult signature upon delivery. All orders are delivered by UPS. If you are unavailable to sign for your package, the postman will leave a door tag on your door, informing you of the delivery attempt. If you are still unavailable to sign for your package, the package will be returned to us. If the postman is unable to deliver the package, it is your exclusive duty to promptly contact the post office and/or the international courier in order to arrange either a re-delivery at a more convenient time or a personal pick-up of the package. If -- for any reason -- you do not arrange re-delivery or personal pick-up of the package and the package is eventually returned to us in Pennsylvania, you will be charged the shipping cost for us to ship the package again to you.

If you have any questions relating to shipping to your Country or have other questions concerning shipping, please email us at info [at] koboldwatch.com.

Shipping and Delivery Annotation for Watch Orders
Watches ship within 2-12 months, depending on the length of the waitlist, the level of customization and the ability of Kobold’s vendors to meet deadlines. At the time of your order, we will notify you of the expected ship date. This ship date is an estimation based on information available at the time and is in no way binding. By placing an order for a watch, you agree that “time is not of the essence”. If a watch is “made to order”, delivery may take longer than 2-12 months. We have been in business for over 20 years and almost all of our new customers who were initially disgruntled by the long lead times, have become repeat customers after receiving their first watch. If you are in a rush and cannot wait for a new Kobold watch, we strongly encourage you to contact us for the availability of a pre-owned Kobold. Please contact us at info [at] koboldwatch.com. Please note that there have been a number of instances where Kobold watches offered on the public secondary market have been identified as stolen property or copies.

Refused Shipments
If you choose to refuse your shipments, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to Kobold. This amount will be deducted from your merchandise refund (provided you are entitled to a refund).

Returns policy (except for custom made products)
Kobold will offer a refund or exchange on an unused, undamaged item within 10 days of it being received by you. Refunds will only be made to the account used to purchase the item(s) in accordance with these terms and conditions. We cannot effect refunds to any different account other than the one used for the original purchase of the returned item.
Items that has been worn, used, altered or damaged will not be accepted.
Kobold reserves the right to refuse the return of any items that do not meet the above return requirements at Kobold’s sole discretion.

All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise. We strongly recommend when returning items to us to use recorded or special delivery as we are unable to refund items which are lost in transit.

All goods shall remain your responsibility until we receive them. Kobold will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged.

Returns policy (custom made products)
Withdrawals, cancellations, exchanges or returns are not accepted for orders of customized products (these include all and any personalization required by the customer at the moment of the order). Custom made and personalized products which are delivered as described and are in good condition may not be refunded. Kobold reserves the right to charge for re-posting of custom made products returned in error.

Kobold will not accept returns for any custom orders unless there is an error in the customization of the product made by us. Kobold is not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammar errors; poor image quality derived from low resolution images, order quantity, or other ordering errors. To prevent these errors from happening, please review your order carefully before submitting.

Faulty products will be repaired at no cost, or replaced at the sole discretion of Kobold. Kobold is not responsible for the postage you paid when returning the item to us. Any problems with any part of a custom made order must be reported to us within 5 days of receipt. Please e-mail us at info [at] koboldwatch.com and will contact you within 48h in regards to the fault and how to return the product(s).

Custom made and customized products
Custom made and customized products (henceforth "custom products") are any products specifically personalized and/or made to your specifications.

For custom orders exceeding $1,000.00 we require you to sign a form stating that you have read and are in agreement with the terms set forth above.

Orders for custom products are excluded from Kobold’s return policy and cannot be cancelled or changed once an order has been placed. Withdrawals, cancellations, exchanges or returns are not accepted for orders of custom products. Custom products which are delivered as described and are in good condition may not be returned for modification. Kobold reserves the right to charge for re-posting of custom products returned in error.

Orders for fully custom-made watches can take between 12-24 months to fill. Kobold provides a loaner watch for such orders. Loaner watches must be returned to Kobold before the order is shipped.

Kobold is not responsible for customer-generated mistakes, errors or defects including spelling, typographical or grammar errors; poor image quality derived from low resolution images, order quantity, or other ordering errors. To prevent these errors from happening, please review your order carefully before submitting.

After Sales Service: Warranty and Non-Warranty Repairs
All of our products are covered by a warranty for between 1 and 10 years.

For watches, we strive for a 2-month turn-around. For accessories, we are typically able to return repaired items within a matter of days.

Additional Policies
Kobold was founded in 1998 a manufacturer and online retailer of watches and accessories. We are open to satisfy custom orders, personalized items, etc. Just ask: you can send us an email to: info [at] koboldwatch.com.

By ordering from us, you agree to the terms set forth above, regardless whether you place your order by telephone, email, in person or directly via this website.