FREQUENTLY ASKED QUESTIONS
Find quick answers to common questions about our brands, orders, and policies
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Orders & Shipping
How long does shipping take?
Standard Shipping: 5-7 business days (USA), 7-10 days (Canada), 10-15 days (Europe), 12-20 days (International). Express Shipping: 2-3 business days (USA), 3-5 days (Canada), 5-7 days (Europe). Priority Overnight: Next business day (USA only). All delivery times begin after order processing (1-2 business days).
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $200. Orders under $200 have a $9.99 shipping fee. We also provide free shipping to all APO/FPO/DPO military addresses regardless of order value.
Can I track my order?
Absolutely! Once your order ships, you'll receive a tracking number via email. You can use this number to track your package in real-time. If you don't receive your tracking email within 2 business days, check your spam folder or contact us at support@vastara.online.
Do you ship internationally?
Yes! We ship to over 150 countries worldwide. International customers are responsible for any customs duties, taxes, or fees imposed by their country. These charges are not included in your order total and vary by location. Please contact your local customs office for more information.
Can I change my shipping address after placing an order?
If your order hasn't shipped yet, we can update your address. Contact us immediately at support@vastara.online with your order number and new address. Once an order has shipped, we cannot change the delivery address, but you may be able to redirect it through the carrier's website using your tracking number.
What if my package is lost or stolen?
All shipments are fully insured. If your tracking shows delivered but you didn't receive it, first check with neighbors and around your property. Wait 24-48 hours as packages are sometimes marked delivered early. If still missing, contact us immediately at support@vastara.online. We'll file a claim and send a replacement or issue a full refund.
Brands & Products
What brands do you carry?
We carry a curated selection of premium watch brands from around the world, including Swiss luxury brands, Japanese precision manufacturers, German engineering excellence, and innovative independent watchmakers. Our collection is constantly expanding as we partner with new brands. Browse our Collections page to see all available brands and models.
Are all watches authentic?
Absolutely! We work exclusively with authorized dealers and trusted distributors. Every timepiece sold through Vastara is 100% authentic and comes with full manufacturer warranties and documentation. We guarantee the authenticity of every watch we sell, and your purchase is protected by our authenticity commitment.
Do watches come with manufacturer warranties?
Yes! All watches from our partner brands come with their respective manufacturer warranties. Warranty length varies by brand (typically 1-5 years). The specific warranty details are included with each watch and listed on the product page. These warranties cover manufacturing defects and are honored by the brand directly or through authorized service centers worldwide.
How do I choose the right watch for me?
Consider your lifestyle, wrist size, and style preferences. For daily wear: Look for versatile designs in 38-42mm. For formal occasions: Consider classic dress watches with leather straps. For sports/active: Choose water-resistant models with durable straps. Browse by category, read product descriptions, and check customer reviews. Contact our team at support@vastara.online for personalized recommendations!
What's the difference between automatic and quartz movements?
Automatic (Mechanical): Powered by your wrist movement, no battery needed. Requires wearing regularly or using a watch winder. Slightly less accurate (+/- 10-30 seconds per day) but appreciated for traditional craftsmanship. Quartz: Battery-powered, extremely accurate (+/- 15 seconds per month). Low maintenance, just replace battery every 2-3 years. Both types are high-quality; choice depends on personal preference.
Can I request a specific brand or model?
Yes! We're always looking to expand our brand partnerships. If you're interested in a specific brand or model we don't currently carry, please email us at support@vastara.online with your request. We'll do our best to source it for you or add it to our collection. For brands interested in partnering with us: Please contact support@vastara.online to discuss potential collaboration opportunities.
How do I determine the right watch size for my wrist?
Watch size is measured by case diameter. General guidelines: 36-40mm: Smaller wrists (6-7 inches), classic/dress watches. 40-42mm: Average wrists (7-8 inches), most versatile size. 42-44mm+: Larger wrists (8+ inches), bold statement pieces. The watch case should not extend beyond your wrist edges. All straps are adjustable to fit wrists from 6-9 inches. Check product pages for specific measurements.
Returns & Refunds
What is your return policy?
We offer a 30-day return window from your delivery date. Watches must be unworn, in new condition, with all original packaging, tags, and documentation. To start a return, email support@vastara.online with your order number. We'll provide a prepaid return label. Once we receive and inspect the watch, we'll process your refund within 2-3 business days. Original shipping costs are non-refundable unless the return is due to our error.
Can I exchange my watch for a different model or brand?
Yes! We're happy to facilitate exchanges. Contact us at support@vastara.online within 30 days of delivery. We'll arrange for you to return your current watch and place a new order for the model you want. If there's a price difference, we'll either refund you or send a payment link for the balance. Exchanges are subject to product availability.
How long do refunds take?
Once we receive and inspect your returned watch, we process refunds within 2-3 business days. The refund will be issued to your original payment method. Depending on your bank or credit card company, it may take an additional 5-10 business days for the funds to appear in your account. You'll receive an email confirmation once the refund is processed.
What if I receive a damaged or defective watch?
We're very sorry if this happens! Contact us immediately at support@vastara.online with photos of the damage and your order number. We'll send a replacement watch right away at no cost to you, or issue a full refund including shipping. You don't need to return the defective watch until after receiving the replacement. Your satisfaction is our priority.
Can I cancel my order?
Yes, if your order hasn't shipped yet. Contact us at support@vastara.online as soon as possible with your order number. If we can catch it before it ships (usually within 24 hours of ordering), we'll cancel it and issue a full refund. Once shipped, you'll need to refuse delivery or return the watch following our standard return policy.
Warranty & Care
What warranties are included with the watches?
All watches come with their respective manufacturer warranties, which vary by brand (typically 1-5 years). These warranties cover manufacturing defects and movement malfunctions. Warranty details are provided with each purchase and listed on product pages. Warranties do NOT cover: normal wear and tear, scratches, battery replacements, water damage due to improper use, accidents, unauthorized repairs, or misuse. Keep your purchase receipt as proof of purchase.
How do I make a warranty claim?
Contact us at support@vastara.online with your order number, brand name, description of the issue, and photos/video if possible. We'll help facilitate the warranty claim with the manufacturer. Depending on the brand, we'll either handle the repair directly or connect you with the manufacturer's authorized service center. We're here to make the warranty process as smooth as possible.
How should I care for my watch?
Daily Care: Wipe with soft, lint-free cloth. Avoid extreme temperatures and magnetic fields. Remove when showering (unless 10ATM+). Leather Straps: Keep dry, avoid perfumes/lotions, condition occasionally. Automatic Watches: Wear regularly or use watch winder. Wind gently if stopped. Storage: Keep in original box or watch case when not wearing. Service: Follow manufacturer recommendations for servicing (typically every 3-5 years for automatic watches).
Where can I get my watch serviced?
You can have your watch serviced at any authorized service center for that brand, or at any qualified watchmaker for general maintenance. For warranty repairs, we recommend using authorized service centers. Contact us at support@vastara.online and we can provide information about authorized service centers for your specific brand. Many brands also have service locators on their websites.