FAQs

TOP QUESTIONS

WHERE ARE YOU LOCATED? DO YOU HAVE ANY STORES?

Ventoux Watches are proudly based in Melbourne, Australia. Though we don't have any permanent physical stores, we do offer free shipping anywhere in the World! If you want to stay updated on any future pop-up stores or events, be sure to follow our social media channels 

 

HOW CAN I TRACK MY ORDER?

Once your order ships you'll receive a shipping confirmation email. If it has been more than two business days since you placed your order and you still have not received a tracking number, please email us at support@ventouxwatches.com and we will gladly assist you.

 

THE WATCH I WANT IS SOLD OUT. WHAT CAN I DO?

Our most popular watches can sell out fast. If the product is going to be restocked, you can select the option to join the waiting list on the product page and you will receive an email when available. That means that as soon as the product is back in stock, we will let you know! You can always contact us with any inquiries regarding products at support@ventouxwatches.com.

 

WHEN WILL MY ORDER SHIP?

If you have purchased Monday - Friday before 9am local time, your order will ship be shipped out within 24 hours. Lastly, if you purchase during the weekend or a holiday, we will be shipping out your order the next business day.

 

HOW CAN I MAKE A CHANGE OR CANCEL MY ORDER?

We pride ourselves on the ability to get your orders as fast as possible, which means if you need to make a change to your order please reach out to us as soon as possible. The best form of communication is our support email, which is support@ventouxwatches.com We will do our best to get your order changed but if your order has reached our fulfillment center we have no way of changing your order or cancelling it.

 

OUR DIFFERENCE

IF YOUR PRODUCTS ARE THE QUALITY YOU SAY THEY ARE, WHY DO THEY COST SO LITTLE?

It really comes down to our network relationships, our sourcing ability, and our buying power. Unlike our competitors we test and check all products before we give them the green light. It is very important to us to ensure everything we ship meets the quality standard that every customer deserves.

 

WHY ARE YOU CALLED VENTOUX WATCHES?

Our company is named after the famous Mont Ventoux from the legendary bicycle race, the Tour de France. Known for being one of the great levelers, Mont Ventoux is regarded as a defining obstacle that either makes or breaks a competitor. The mountain does not discriminate, nor does not let its competitors take short-cuts and most of all, it insists that to be successful in its ascension, the competitor must be the best, highlighting a their true character and ambition. We think this is a great metaphor for our team here at Ventoux Watches. Each and every person is the best at what they do and are all amazing people.

 

ARE VENTOUX WATCHES INTERESTED IN MY FEEDBACK?

Yes, we are! Like our name suggests, for us to become the best, we need to constantly challenge ourselves, and the best way to do this is by receiving your feedback. If you have any suggestions, constructive criticism, or general feedback for the Ventoux Watches team, please email us at feedback@ventouxwatches.com.

 

SHIPPING

WHEN DO YOU SHIP?

We send orders out Monday-Friday 8:00am-5:00pm local time. Once your product has left our warehouse you will receive a confirmation email.

 

DO YOU SHIP INTERNATIONALLY?

With customers all around the world, we are happy to send our products to anywhere that has an address or P.O box. For International orders shipping rates will be provided at checkout, but do not include potential charges from customs. Your local government may also charge VAT and/or customs duties. Our support team is eager to address any questions you have. If you have any questions or want to confirm that we ship to your country, please send us an email at support@ventouxwatches.com.

 

WILL I HAVE TO PAY TAXES AND DUTIES?

Great question! This completely depends on your country… We do ship any orders free world-wide, but that does not include any VAT, import taxes, or fees charged by your local customs authority. Unfortunately, at this time we are unable to cover any VAT, import taxes, or fees charged by your local government since they vary in each country. Please note that this fee is NOT incurred by Ventoux Watches, but your local government. If you have any questions, please reach out to your local customs office. If you have any other questions, please email us at support@ventouxwatches.com We are more than happy to help.



HOW LONG DO I HAVE TO CHANGE OR CANCEL MY ORDER?

Please contact us immediately at support@ventouxwatches.com if you need to make any changes to your order. Once your package has shipped, we cannot make any further changes.

 

AM I ABLE TO FOLLOW THE PROGRESS OF MY ORDER?

Once your order has shipped, you will receive tracking information via email. If you cannot find that email, email us at support@ventouxwatches.com and we will forward you your tracking information.

 

MY TRACKING NUMBER ISN'T WORKING. WHAT SHOULD I DO?

New tracking numbers usually take up to 24 hours to activate from the time you receive your shipping confirmation. If it has been more than 24 hours and your tracking number still isn't working, email us at support@ventouxwatches.com and we'll help ensure you get your package.

 

RETURNS & EXCHANGES

WHAT IS YOUR RETURN/EXCHANGE POLICY?

If you are not 100% satisfied with your purchase, you can return it to us within 30 days free of charge. Please note that items returned within 30 days can be refunded to the original payment source.

Returns are only accepted for items purchased directly from the Ventoux Watches website. Returned items must be received in new, unused and re-sellable condition. The original packaging and any protective coverings and product information must still be on the product and in the packaging. Shipping costs of returned items are non-refundable.

 

HOW DO I EXCHANGE OR RETURN A PRODUCT?

We want you to love your product — simple, right? If not, you can exchange or return it so long as:

  1. Your items are unworn, undamaged, in re-sellable condition, (i.e. no creases on band), and in their original packaging.
  2. Your return request is submitted within 30 days of receiving your original order.

 

HOW SOON WILL I GET MY REFUND?

You should receive your refund within two weeks of us receiving the return.

 

WHO COVERS THE COST OF THE RETURN?

Currently, the customer is responsible for shipping any returned items back to our office. All returns and exchanges must be sent back within 30 days of original purchase. If you have any questions about a return, please send us an email at support@ventouxwatches.com. We are more than happy to help!

 

 

CAN I RETURN A PRODUCT I PURCHASED ON SALE?

Of course, you can. We want to ensure that all products you receive are in their best, suitable condition and that you are happy with your purchase. Sale items still come with our 12-month manufacturer’s warranty. If you have any questions, please reach out to support@ventouxwatches.com.

 

ARE THERE ANY DISCOUNT EXCLUSIONS?

Yes, during sale periods discounts will not apply to already marked down products and you are also unable to apply discount codes during sale periods.

 

WARRANTY

IS THERE A WARRANTY ON VENTOUX WATCHES?

Yes, we offer a 12-month limited warranty that covers manufacturer's defects for 12-months after the original purchase date. If the watch parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. More questions? Contact us: support@ventouxwatches.com