FAQ
FREQUENTLY ASKED QUESTIONS
Find quick answers to common questions about our timepieces, 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.
Product Information
Are Vastara watches water-resistant?
Yes, most Vastara watches are water-resistant. The specific rating (3ATM, 5ATM, 10ATM) varies by model and is listed on each product page. Water resistance means the watch can withstand splashes and brief immersion, but we don't recommend swimming or showering with watches rated below 10ATM. Water resistance can diminish over time, so we recommend having it tested annually.
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.
What materials are your watches made from?
We use premium materials exclusively: 316L Stainless Steel cases (same grade used in luxury Swiss watches, highly resistant to corrosion), Sapphire Crystal glass (scratch-resistant, second only to diamond in hardness), Genuine Italian Leather straps (full-grain, vegetable-tanned), and Swiss-Inspired Movements for reliability and precision. Every material is chosen for both beauty and durability.
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 our straps are adjustable to fit wrists from 6-9 inches. Check product pages for specific measurements.
Can I change the watch strap?
Yes! Most Vastara watches feature standard spring bars, making strap changes easy. We offer replacement straps in various materials and colors. You can change straps yourself with a spring bar tool (included with strap purchases) or any jeweler can do it for you. Changing straps is a great way to customize your watch for different occasions.
Are your watches suitable for both men and women?
Absolutely! While we label watches as men's or women's based on traditional sizing, many of our designs are unisex and timeless. The best watch is one that fits your wrist comfortably and matches your personal style. We encourage everyone to explore our entire collection regardless of gender labels. Check the case diameter and specifications to find your perfect fit.
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?
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 does the warranty cover?
Every Vastara watch comes with a comprehensive 2-year warranty covering manufacturing defects and movement malfunctions. This includes issues with the movement, case, crystal, hands, and crown that result from faulty materials or workmanship. The warranty does NOT cover: normal wear and tear, scratches, battery replacements, water damage due to improper use, accidents, unauthorized repairs, or damage from misuse. Keep your purchase receipt as proof of purchase date.
How do I care for my Vastara 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: We recommend professional servicing every 3-5 years for automatic watches. Detailed care instructions included with every watch.
How do I make a warranty claim?
Contact us at support@vastara.online with your order number, description of the issue, and photos/video if possible. Our team will evaluate your claim and provide instructions. If covered by warranty, we'll send a prepaid shipping label to return the watch. Repairs typically take 2-4 weeks. If repair isn't possible, we'll replace the watch or issue a full refund. We cover all shipping costs for warranty repairs.
Can I get my watch serviced after the warranty expires?
Absolutely! We offer lifetime repair services for all Vastara watches. Contact us for a service quote. Common services include movement cleaning/oiling, battery replacement, strap replacement, crystal replacement, and water resistance testing. Prices vary by service needed. We also recommend taking your watch to any qualified watchmakerâour watches use standard components compatible with most repair shops.
How often should I replace the battery in my quartz watch?
Quartz watch batteries typically last 2-3 years depending on usage. When the second hand starts jumping in 2-4 second intervals instead of smooth 1-second movements, it's time for a battery replacement. Any jeweler or watch repair shop can replace the battery quickly and inexpensively. We recommend having the water resistance tested when replacing the battery to ensure the gaskets are still properly sealed.
Still Have Questions?
Our customer service team is here to help you with any inquiries
Response time: Within 24 hours
