How do I place an order?
Place an order by selecting the item you want to buy and put it into the cart. Then proceed to checkout to enter your personal details and payment.
We use Paypal express for payments, a service that allows you to either pay via your Paypal account or directly with credit card.
How do I pay with credit card?
To pay with credit card, please choose the option "Pay with debit or credit card" once you have pressed the button "complete order".
Did my order go through?
If the money has been debited from your account it has been ordered. An order confirmation is sent to the email address you provided when you placed the order. If you have not received a confirmation, please contact our customer service.
What kind of material is Mokuzai watches made out of?
Our first two watches, Shiro and Kuro, are made of maplewood and sandalwood. Both watches are made with the help of ecological production, which means that we use natural resources in a sustainable way – everything to make sure the earth that we live on takes minimum damage.
How do I adjust the watch strap?
You can adjust the watch strap on your own, a tool for this is included in the box. Please be gentle, the strap can break if you put too much pressure on it, since the watch is made out of 100% natural wood. We recommend you to visit a watch repair shop to adjust the watch strap if you feel unsure how to do it yourself.
What is classified as a warrantable?
Our warranty period is valid for one year from date of purchase. Our warranty covers manufacturing defects on the clock (clockwork, clock face, the glass) and the band. Parts other than those mentioned above is not covered by this warranty.
Please note that repairs / replacements will be charged in the following cases, even if they occur during the warranty period.
- Failure or damage caused by improper or careless use (scratches, dents, crushing, broken crystal, etc.).
- Failure or damage caused by unnecessary repairs or modifications.
- Failure or damage caused by fire or water.
- Aesthetic changes due to normal wear and tear (such as scratches on the face and / or the glass, the color changes on the tape and peeling patina).
- If the retailer and date of purchase are not indicated on the warranty card, or if this information has been rewritten.
- If the warranty is not provided with the clock.
- Battery Replacement.
This warranty entitles you to free allowances in accordance with the terms and conditions herein and within the specified time period, and does not limit any legal rights of the customer.
When will my watch be delivered?
Orders normally take 3-6 working days to arrive. Orders are delivered during office hours (8am-5pm) Monday to Friday, not on public holidays.
Which payment options do you provide?
We accept Visa, Mastercard and Paypal for all our markets.
Do I have to have a PayPal-account to buy?
No, you can pay directly with a credit card.
What do I do if my payment has not been registered?
Please wait 24 hours after payment, then please contact your bank.
I can’t pay with my credit card.
If you experience problem when paying with card at the checkout, we recommend you to try following actions:
- another browser
- another payment card
If the problem is not solved with the help of the recommendations above, please contact us at firstname.lastname@example.org
How do I return an item?
As a customer you have the right to return the purchased items and get a full refund within 14 days after you received your watch. Note that the clock must be in exactly the same condition as when you received it. All returns must be sent back to the warehouse to which the goods were sent from. If you need instructions on how to proceed, contact our customer service at email@example.com.
I have received the wrong product
If you received the wrong item please contact us right away so we are able to get you the correct order as soon as possible.
How long does it take to process my return?
Once we have received your package, your refund will be processed within 3 working days. You will be notified via email at the address listed on your account when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
What is it that makes Mokuzai Watches so special?
Mokuzai Watches does not only offer a sleek unisex design that works with a diversity of styles, but it is also ecologically produced – which means that the watches are designed according to specific directives that achieve the requirements from organic production. The watches are made from naturally produced wood, where the only things not made out of natural wood is the clockwork, backside metal plate and buckle. Reason for this is to make sure it reaches a higher durability and longevity.
Mokuzai Watches offers a customer satisfaction guarantee, secure payments and free delivery worldwide – which means that you as a customer have less to worry about.
THE SWEDISH NATIONAL BOARD FOR CONSUMER COMPLAINTS
The Swedish National Board for Consumer Complaints (Allmänna reklamationsnämnden, ARN) works with solving consumer disputes, such as when a buyer and seller disagree about a problem with an item.
The consumer must report the dispute within six months.
The information is available in easy-to-read Swedish and in other languages.