Frequently Asked Questions
What payment methods do you accept?
We accept payment via Visa, Mastercard, and China Union Pay cards and PayPal.
Instalment payment plans are also available with minimum purchase SGD 500 in a single order, over a period from 6 to 36 months for selected banks in Singapore.
|Issuer||Instalment Payment Plan||Terms & Conditions|
|UOB||6, 12, 26 or 36 months||Click Here|
*Valid for Singapore issued Visa or Mastercard credit cards only.
Are my payment details secured?
How will I know if my order is successful?
All payments are verified by third party payment processors and banks. Orders will be placed on hold if your payment is declined. Kindly try again and input the correct information. If problem persists, you may contact your issuing bank or try an alternate payment mode.
What currencies do you accept?
While you can choose to browse the website in various currencies with the currency selector at the top left hand side of the screen, all orders will be charged in Singapore dollars (SGD) at checkout. You will be charged the SGD equivalent in your local currency at your bank’s or Paypal’s exchange rate. Please note that prices shown in various currencies, other than SGD, are indicative only.;
How do I place an order?
To place an order simply:
- Sign-in or create an account
- Shop for the items you are interested in by brands, categories and price
- Add the items to your shopping cart
- Proceed to checkout
- Enter your billing and shipping address
- Select payment method
- Review and confirm your order
- Make your payment
Do I need to sign-up for an account I can to place an order?
How do I know if my order has been received?
After you place your order, you will receive a confirmation email from us with details of your order. Sincere may contact you by telephone, email or other mode of communication within 2 business days to confirm receipt of your Order.
Can I cancel my order?
Unfortunately we are unable to cancel an order once it is received. It is advisable to check your order before placing it.
Can I change my order?
You may make the following changes to your order:
- Change of shipping address
- Change of shipping method
How do I track my order?
You can track your order by signing into your account and click on “My Orders”.
How do I view my order information and history?
You can view your order information and history by signing into your account and click on “My Orders”.
Taxes & Duties
How much duties and taxes do I have to pay?
For local delivery within Singapore, you will be charged a Goods and Services Tax (GST) at the prevailing rate i.e. 7% GST which is calculated based on the item price less discounts.
For international delivery, taxes and duties are calculated according to your shipping destination. Duties are calculated after discounts. Taxes are calculated based on item price, less discounts, plus duties. For countries on a Delivery Duty Paid (DDP) basis, taxes and duties calculated at checkout will be the final amount collected.
As we deliver on a DDU basis, all relevant import duties, customs and sales taxes levied by the destination country shall be borne by you. You shall pay all relevant duties and taxes to ensure that the parcel is released by the customs upon arrival at the destination country. You will be notified by FedEx on the duties and taxes payable and you shall pay FedEx directly during collection of the parcel.
List of countries that we deliver to is as follow:
Delivery Duty Unpaid (DDU) basis
United States of America
Shipping & Delivery
Where do you ship to?
We ship to the following countries:
Delivery Duty Unpaid (DDU) basis
United States of America
We regret to inform you that we do not deliver to countries not included in the above list.
Please note that delivery may be restricted on a product-basis at Sincere’s discretion due to trading agreements with our partners. We thank you for your understanding on this.
How long will my items take to arrive?
While we are unable to guarantee delivery times, we aim to meet the following schedule.
Once your order details are confirmed, your item will be processed within 2 business days. You will receive your order in 1-4 business days (subject to customs clearance) depending on your location and chosen shipping method.
Deliveries are made Monday to Friday, excluding holidays.
For more information on delivery date & time, please click here.
How much are the shipping rates?
We provide free standard delivery within Singapore (excluding restricted areas such as military camps and Jurong Island).
For international delivery, shipping charges are as follow:
INTERNATIONAL ECONOMY DELIVERY
Prevailing Fedex rates apply
4-7 business days
SGD500 and above
INTERNATIONAL PRIORITY DELIVERY
Prevailing Fedex rates apply
1-4 business days
For more information on shipping charges, please click here.
Do you ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to ship to multiple addresses, we suggest that you place a separate order for each address.
Do you ship to Post Office (P.O.) box or freight forwarding addresses?
Unfortunately, we do not ship to P.O. box or freight forwarding addresses as personal signature is required to acknowledge receipt of parcel.
Returns & Refunds
Can I request for a return?
It is important to us that you are completely satisfied with your purchase. We allow returns on the following circumstances:
- Damaged/defective product(s) upon receipt; or
- Incorrect product(s) received.
We regret to inform you that we do not accept returns if:
- Damage of the product is due to improper use or handling by recipient;
- Return Merchandise Authorisation (RMA) is not requested within ten (10) calendar days of delivery;
- Damage of the product is due to subjecting it to unusual or unadvisable physical, environmental or electrical stress; or
- Product has been modified without our authorisation.
How do I return my purchase?
To return your purchase, please sign in to your account, choose “My Orders” and select the Order for which you wish to make a return. Select the item(s) and the reason for your return and request for a Return Merchandise Authorisation (RMA). RMA request must be submitted online within ten (10) calendar days from the receipt date.
Our customer service officer will endeavour to reply you within 1 business day upon submission of your RMA request.
Once your RMA request has been approved, kindly arrange with Ninja Van (for orders within Singapore) or FedEx (for orders outside Singapore) for collection of the return package within 21 days of receiving your order.
Products returned must be in its original condition and unworn/unused together with the original certificate and packaging.
When and how will I receive my refund?
You will be refunded via online store credits which you may use on your next purchase.
We will send you an email notification once your return(s) has been received, inspected and accepted by us and the amount for the return(s) has been credited into your account.
It is our company policy that we do not refund via the original payment method. We will only refund the purchase amount (excluding shipping fees where applicable) in the form of online store credits.
Any import duties, customs and sales taxes paid to third party couriers are non-refundable for returned merchandise.
Online store credits have a validity of 180 days from the date of issue; any amount unutilised will be forfeited upon expiry.
Warranty & Servicing
Do my purchases come with product warranty?
Products sold come with international manufacturer’s warranty.
Can I buy extended warranty for my purchase?
We do not provide/sell extended warranty. Only manufacturer’s warranties are available with your purchase.
What does manufacturer’s warranty cover?
In general, normal wear and tear and impact due to negligence / accident are not covered under manufacturer’s warranty.
Battery replacement after the first year of purchase is not covered under warranty.
Do you provide After Sales services?
We do provide After Sales services for products under manufacturer’s warranty.
To request for repair of products under warranty, the original product warranty card (clearly indicated with the purchase date, model and serial numbers and retailer’s stamp) must be presented. All shipping charges will be borne by the customer for sending the product back to us.
If you require Sincere to repair any product where the damage to such product is not covered under the manufacturer’s warranty, Sincere may charge for the repair and/or the parts.
You may write to [email protected] to request for After Sales service.
For more information on After Sales Service, click here.
How can I get my product, which is still under manufacturer’s warranty repaired?
You may send your product to any authorised dealer/agent in your country for repair if your product is still under manufacturer’s warranty as our products come with international manufacturer’s warranty.
Should an authorised dealer/agent be unavailable in your country, you may write to us at [email protected] for assistance.
What are some general points that I should note when taking care of my product?
In general, standard time frame for repairs and services is an average of 6 months.
- Sending your mechanical watch to an authorized service centre for servicing at least every three years; and
- Sending your watch to an authorized service centre for battery replacement at least every 12 to 15 months.
What are the current promotions?
Enjoy 10% off your first purchase at sincerewatch.com. To receive the promo code, kindly subscribe to our newsletter here.
The promo code is valid for one-time use per account only and cannot be used in conjunction with other promotional codes.
TAG Heuer Exclusive
Enjoy 6% rebate on TAG Heuer timepieces at sincerewatch.com. The promotion is valid until from 21 September until 21 October 2018. No promo code is required to redeem the promotion.
For qualified purchases, you will receive an email notification once your order is processed and the online store credits have been deposited into your account. The online store credits can only be used on your next purchase at sincerewatch.com.
The online store credits are not exchangeable for cash, voucher or in any other form. For more information on our online store credits policy, please click here.
*Terms & Conditions: For all of the above, promotions are not exchangeable for cash, voucher or in any other form. Promotions are valid at sincerewatch.com only unless otherwise stated. No adjustment is allowed on previous purchases. No cancellation or changes to an order once order has been placed. Sincerewatch.com reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, Sincerewatch.com’s decision is final.
Can I use more than one promo code on my order?
Note that only one promo code can be use per order.
What should I do if the promo code is not working?
Please check that the promo code is still valid and applicable by referring to the promotion Terms & Conditions. If you require further assistance, please contact us.
What are the Terms and Conditions for promotions?
Promotions are not exchangeable for cash, voucher or in any other form. Promotions are valid at Sincere online store only unless otherwise stated. Sincere Fine Watches reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, Sincere Fine Watches decision is final.
Can I enjoy the promotions in the retail stores?
All promotions on the website are valid at Sincere online store only unless otherwise stated. For further enquiries, please feel free to contact us.