PURCHASING POLICY

CUSTOMER SERVICE

CUSTOMER SERVICE

ONLINE PURCHASING

Watches purchased from iwc.com.pk/citizen may only be shipped for delivery within Pakistan. We are unable to ship internationally.

Prices of all products are now inclusive of VAT.

All products are subject to availability. In the event that we are out of stock, you will be notified by the next business day. We reserve the right to limit the quantity of products we supply; to supply only part of an order; or to divide an order into multiple shipments to expedite delivery. We also reserve the right to change the terms or duration of any special offers or sales promotions.

PAYMENT

Citizen accepts the following forms of payment for in store purchases:

  • Visa
  • MasterCard

 

SHIPPING AND DELIVERY

Your order will be fulfilled by Citizen distributed in Citizen Pakistan. Upon delivery you will receive VAT invoice issued by International Watch Company

Citizen offers delivery service through our Courier Company to all locations in Pakistan. You can order from us and get the delivery at your home or at your office as specified in the ‘Shipping Details’ in your profile with iwc.com.pk/citizen.

Our Courier Company will contact you to arrange delivery at your convenience as per the following:

  • 3 calls per shipment to find your exact address.
  • 2 delivery attempts per shipment.

Orders will be delivered to your ‘Shipping Address’ within 4 to 5 working days if the location is within the serviceable area.

Any territory falls outside the delivery parameter, or in case the defined ‘Shipping Address’ is not reachable, The courier company will contact you to receive the order from their nearest office or a pre agreed location.

 

TRACKING

As soon as your purchase ships, we will email you a shipping confirmation which will allow you to track the status of your shipment online.

 

CANCELLATIONS

You may cancel your order provided the order has not been shipped yet from our warehouse. Once the watch has been shipped we will not be able to accommodate the cancellation request. Please call customer service at 3566 2609, Monday – Saturday from 11am to 8pm.

 

ONLINE RETURN POLICY

Returns can only be accepted for products purchased on the Citizen Online Store.

Report any discrepancy in shipment or damages to Customer Service at 3566 2609

You may return any unworn, undamaged watch, within 14 days of delivery for a full refund of purchase price (minus shipping and handling fees).

Any watch that fails quality inspection from Customer Service (scratches, worn, damaged) will be returned to you and no refund will be issued.

Please note that we do not accept returns once the watch bracelet has been sized. Rubber straps improperly sized (cut) are not returnable or exchangeable. Rubber straps replacements can be ordered at an additional cost with the customer service at 3566 2609.

Refunds can only be placed back onto the original method of payment.

Should you need to return merchandise,

  • Please include copy of the invoice while you ship the watch back.
  • Watch needs to be returned with box, warranty cards, user manual, and any extra links due to bracelet sizing. In the case that any of these items are not returned, additional charges will be applied.
  • Carefully package merchandise to prevent damage in transit.
  • Send package using TCS or any reputed courier so that you can track the shipment and insure the contents of the package before dispatch.

 

SECTION 1: SHOPPING FROM OUR SITE

What forms of payment does Citizen Pakistan accept?

iwc.com.pk/citizen COD (Cash on Delivery)

When will my credit card be charged?

Upon online approval of your credit card, your order will be processed and you credit card will be charged or you can deposit amount via Bank or Easypaisa.

What is your return policy?

Citizen Pakistan is happy to issue a full refund for any unworn, undamaged watch provided the watch is returned within 14 days of delivery. Watches must pass a quality inspection from our customer service department. Please review our Return Policy for complete information.

What are your shipping fees?

Rs. 1060/- will be collected as shipping feed for delivery to anywhere in Pakistan accept for some areas defined as non-serviceable by the courier company. For such location you will either have to collect the shipment from their nearest office or from a pre agreed location with courier company.

Does iwc.com.pk/citizen ship internationally?

We’re sorry, at this time iwc.com.pk orders can only be shipped in Pakistan.

Kindly visit our home page www.citizen-me.com and click on shop online to find out which other countries the service is available.

I just placed an order online, when can I expect to receive my watch?

If your location is within serviceable area, the delivery will be within 3 to 5 working days from confirmation of order.

What if I need to cancel my online order?

You may cancel your order provided the order has not been shipped yet from our warehouse. Once the watch has been shipped we will not be able to accommodate the cancellation request. Please call customer service at 3566 2609 Monday – Saturday from 11am to 8pm.

My watch is defective, what do I do?

The defective watch must be returned to our warehouse within 30 days as post marked. If you receive a defective watch, the watch will be checked by our Quality Control Department, we will promptly send you a replacement after you have returned the damaged or defective product. You will not be charged any additional shipping fees for replacement items.

How do I contact your Customer Service department?

If you have any questions concerning your order or encounter any problems with your watch, please contact a Customer Service Representative at 3566 2609 from 11 AM to 8 PM Monday through Saturday. Contact Us.

Do Citizen watches come with a warranty?

Yes, we offer a limited 1-year international warranty for all watches and a 1-year additional regional warranty for Eco-Drive watches.

SECTION TWO ABOUT OUR FUNCTION AND FEATURES

When the Eco-Drive watch stops, what should be done to restore it?

Firstly expose the Eco-Drive watch to the light. Eco-Drive watches with quick start feature will start running in about 10 seconds. After confirming this movement, adjust the time.

The second hand jumps in 2-second intervals. Why?

This means the battery is yet to be charged enough (Insufficient Charging Warning Feature). After having the battery fully charged, it will be back to the normal operation.

The second hand moves at irregular set of intervals, such as 1- second, 1- second, and 2-second in turn. What does this mean? (Irregular Two Second Interval Movement)?

In this case, the watch tells you that the time shown is incorrect because the watch stopped once and started again (Time Setting Warning Feature). After recharging and adjusting your watch it will be back to normal operation.

Sometimes, the second hand has been seen running very quickly, then come back to normal operation. Why?

This can happen when you produce the Eco-Drive watch with Power Saving Feature from the drawer, or look at the watch which has been under your sleeve. Under those circumstances, such as being left in the dark, the watch goes in Power Saving Feature, and stops its hand in order to save energy. Once light gets on the watch, the watch catches up with the current time by moving the hands very quickly according to the information having been kept inside the watch.

Can Eco-Drive watches be recharged under fluorescent lamps?

Yes. As long as the dial gets light in daily life, it rarely stops.

Does recharging time vary in respective seasons?

Yes. It varies according to the illuminance from the source of light. That is, in winter the required time for recharging is longer than summer, because the illuminance of the sun is weak compare with the one in summer. Especially in winter, watches tend to be kept under sleeves of overcoats or thick jackets, that could cause the shortage of light energy to run watches. We recommend you expose your Eco-Drive watch to the sunlight from time to time.

What are the life spans of solar cells and secondary batteries?

According to the experimental data, both will last more than 10 years. It is also considered to loose up to around 20 % of their initial capacities in 20 years, however, we speculate, that won’t cause trouble for the use of the watch.

It is said there is no need of battery exchange for Eco-Drive watches. Does this mean Eco-Drive watches are completely maintenance free?

As of the water resistant models, in order to maintain the water resistant quality, we recommend you replace the gaskets in regular intervals. Gaskets are aging and deteriorating while being used or just being kept in drawers as such. The gears in watches are also abrading little by little, so the maintenance in regular intervals at the qualified watchmakers or authorized service centers is recommended in order to extend the life of your watch.

What does Power Saving Function mean?

When the solar cells stop generating electricity resulting from the lack of light energy, the watch stops its second hand at the position of 12 o’clock in order to avoid loosing energy. There are models which stop both the minute and second hands. (Power Save 1 mode) With getting light on the dial, the watch will come back to the normal operation.

If the above condition continues for 3 days, the watch stops the calendar as well as the second and minute hands to minimize the energy loss. (Power Save 2 mode) With getting light on the dial, the watch will come back to the normal operation. Please see the instruction manual on this function, because it varies in respective models. When you don’t use your Eco-Drive watch for a long time, you could stop all the hands and calendar manually.(Manual Power Save mode) In this mode, the watch doesn’t come back to the normal operation even when the dial gets light.

* In all the Power Save modes, the watch keeps the time inside.
* The functions vary in respective models. For further information, please see your instruction booklet

Is it true that there will be no scratch for Duratect material despite you hit it hard?

No. There will be scratches if you hit it with a hard sharp object or purposely put a strong pressure. It is scratch-resistant for daily use. We hope you will treat it with care as it is your precious watch after all.

Does Duratect material peel or become cloudy?

As it has a hard layer from the surface of the material towards the inner side, it does not peel as like coating does. It will continue to have a brand new shine as it is resistant to scratches that cause a blur appearance.

If Duratect material is

The surface hardness is 3 to 4 times higher than that of ordinary stainless steel. Although the surface is so hard, the inside retains the hardness of ordinary stainless steel, thus it is not easily broken. Also by retaining its basic characteristics, we can easily process it to explore many different designs.

Some tips on maintenance of Duratect.

Wipe it with a soft cloth to remove sweat or dirt after use as for the ordinary watch.

What kind of product Duratect is used for?

Presently, it is used in the category of Campanola & xC. We will extend its use to various categories. Check and confirm an indication of Duratect when you buy the watch.

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3566 2609

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