Need help?

Here you will find everything you need to know.

  • HOW TO IDENTIFY THE MAC ADDRESS OF MY SMARTWATCH?

    One Smart

    In the menu of your smartwatch go to Settings and click on the "About" Icon, there you will find the "MAC ADRESS" as shown in the image below.


    One Time Pro

    In the menu of your smartwatch go to Settings and click on the "System" Icon, there you will find the "MAC ADRESS" as shown in the image below.


  • I AM HAVING DIFFICULTY PAIRING DESPITE WATCHING THE TUTORIALS

    Before starting any pairing process we suggest the following:

    - Make sure you don't have any pending software updates to do on your phone - this will make it impossible to pair with your smart;

    - Restart your smartwatch;

    - Restart your phone;

    - Uninstall the APP and install it again;

    - Make sure you have downloaded the correct APP;

    - Make sure you have location enabled on your phone - if not, you won't be able to pair your smartwatch (see image below);

    - Make sure that you have not paired your smartphone via Bluetooth, if your smart phone appears as a paired device (see image below), and not available devices, it means that it will not appear in the APP search, because it is already paired, but incorrectly. You will have to unpair the phone by doing "unpair".


  • HOW CAN I CHARGE MY SMARTWATCH?

    Each model comes with a USB charging cable.

    Warning: Do not use a charger that supplies more than 5V to charge the smartwatch, preferably charge the smartwatch on the USB port of your computer. Otherwise the circuitry may be damaged and the battery will not be charged.

    If the voltage is higher than allowed, the smartwatch may lock - if this happens please follow the steps below in the APP:

    - APP - Central Tab - Others - Reset - Confirm


  • I LOST MY SMARTWATCH CHARGER: IS THERE ANY WAY TO GET A NEW ONE?

    Yes, you can acquire a new charger through our website and physical shops.


    Click here to access our chargers directly: https://www.onewatchcompany.com/pt/smartwatches/carregadores_434-378.html


  • WHAT IS THE "RESET" FUNCTION FOR?

    The "RESET" option is provided only for users to be able to reset the smart back to factory state (as indicated in the instruction manual) - the reset will erase all data from the smart, remove selected displays, etc.


    The reset option on phones and computers is to help clear RAM or temporary memory to make the device faster, these devices have complex operating systems that are partially loaded into memory and need to be reset to free it up, watches/smartwatches have very simple operating systems that are built into a chip so they don't have this option.


    The APP is a data mirror of our smart, consequently, if the smart has been reset, all the data in the APP will also be erased (data from the day of the RESET - APP keeps data from previous days).


  • I AM NOT RECEIVING NOTIFICATIONS ON MY SMARTWATCH

    Make sure you have notifications activated on the APP as the watch will only receive notifications that are active on your mobile phone. The most common problem for not receiving notifications is that the APP may not have permission to receive notifications - either on the APP, or on the device - the smart is an extension of our mobile phone, so any permissions, or restrictions associated with one, will be reflected on the smart.


    Another very common problem is that, in the case of Android, the "Messages" APP has two possible strands, SMS/MMS - which, as long as they are active, appear on our SMART as a notification - and the CHAT functionality (like Apple iMessage, for example) and that it will not be possible to receive the notification on the SMART, because it does not recognise it as an SMS. If you want to change this setting on your ANDROID you will have to switch off Chat to be able to send your messages via the SMS/MMS system.


    In case your mobile phone is an IPhone you have to follow the following steps:

    1. Go to the "Settings" on your mobile phone;

    2. Click on "Notifications" and select the "Phone" icon where it says "Display on locked screen" - "Previews" should be set to "always".


    This is valid for all notifications you want to receive on your smartwatch.

    In the One Smart App / One Time Pro App the notifications you want to receive must also be active.

    After this, you should switch off your smartwatch and switch it back on.


    If you have a Samsung follow these steps:

    1. Go to the Settings on your mobile phone;

    2. Applications - One Smart / One Time Pro - Permissions - Mobile data - you must have activated the options "Allow data use in the background" and "Allow data use with Econ. data on";

    3. Applications - One Smart / One Time Pro - Battery - you must have the option "Not restricted" active;

    4. Settings - Notifications - Locked Screen Notification - the modes "on" + "show content" + "show content when unlocked" must be active.


    In the One Smart App / One Time Pro App the notifications you want to receive must also be active.

    After this, you should switch off your smart device and switch it back on.


    If you have a Huawei follow these steps:


    In addition to all the steps below - you also have to validate if the notifications on your mobile phone are allowed to appear in the notification bar or if they are hidden.

    The smartwatch is a mirror of our device. Apart from this, the first of the first steps will have to be to validate in the APP if everything is allowed.


    1. Go to the Settings of your mobile phone;

    2. Applications - App launch - "One Smart" / "One Time Pro" must be active;

    3. Settings - Applications - One Smart / One Time Pro - Data usage - "Mobile data" + "Wi-fi" + "2nd plan data" + "Roaming data" modes must be active;

    4. Settings - Apps - Permissions Manager - One Smart / One Time Pro permissions - Authorised - App information - Energy consumption information - you must have the options "Auto start" + "Secondary start" + "Running in the background" active.


    In the One Smart App / One Time Pro App the notifications you want to receive must also be active.

    After this, you should switch off your smart device and switch it back on.


  • CAN MY SMARTWATCH REPLACE A MEDICAL MEASURING DEVICE?

    The measurements of our smartwatches are not intended for medical use, including self-diagnosis or appointment with a doctor, and are designed for general fitness and wellness purposes only. This is the reason why the disclaimer is printed on the back of the packaging.


    The biosensor integrated in the smart has a certain (small) size so that it can be inserted into the device and at the same time run on very low power to avoid running out of battery in less than 24H. Obviously, these sensors cannot compete with dedicated medical devices that are run with a full size sensor, with a dedicated processor and power source. This applies also to blood pressure, blood oxygen and other health sensors in the device. Therefore, the values provided are not equal to that of a medical device, because there are size and power limitations that force the smart to use an algorithm to approximate the values provided. Our smartwatch uses optical technology; a combination of LED light and sensor to take measurements on the customer's skin.


    This measures the user's physiological changes combined with a baseline of other readings attributed to breathing, nervous system activity and thermoregulation.


    The algorithm translates these readings into heart rate, blood oxygen, blood pressure, etc. This is why it is essential to wear the smartwatch snugly fitted to your wrist - wearing it loose means a greater distance between your skin and the sensor, which can cause light to be reflected off other surfaces and therefore return inaccurate readings.


    For a new smart, which has a translucent protective sticker stuck to the back of the lens, even the translucency can generate enough shade to reflect light, so it is essential to also remove the protective sticker to ensure correct readings.


    Light from the sensor is impossible to control in an open environment as it naturally escapes from its source and is absorbed or reflected or both.


    To avoid errors, it is necessary to minimize the passage of light, so the closer it is to the skin the more accurate the reading. To be used for medical purposes, the device must be certified by a leading medical authority, such as the FDA in the USA. Non-certified devices cannot be used for medical purposes nor can they be compared or compete with a certified device.


  • DOES THE SMARTWATCH RECORD SLEEP, EVEN DURING THE DAY?

    Sleep measurement works from 8pm to 10am on One Smart smartwatches and from 9.30pm to 12am on One Time Pro smartwatches - so it doesn't record sleep at other times (if you have other sleep schedules, the smart won't record it). You need to wear the smart (while you sleep) as the sensors will check other vital signs to ensure sleep has started. However, for it to be accurate, the watch must be worn tight to your wrist, otherwise it cannot be accurate.


    Also, if you go to bed with a very low battery the sensors will not work well and will not record accurately. The smart's algorithm is programmed to recognise and record nighttime movements differently from daytime movements. So if you don't move your hand during the day, the watch will consider it a sedentary action and alert you that you need to move. During the night, the algorithm is trained to classify no movement/small movements as different levels of sleep (combined with other sensor readings)


    If there were no "sleep hours" defined, the smart would consider any period of the day without movement as sleep. This would confuse the algorithm and lead to misclassifications of "sleep" and "sedentary".


    SLEEP

    Wear your smartwatch during sleep to access the number of hours slept and statistics on the quality of sleep. You can check the data on the screen or in the APP.


    NOTE > Sleep statistics are recorded between 8pm and 10am on One Smart smartwatches.

    NOTE > Sleep statistics are recorded between 9.30pm and 12am on One Time Pro smartwatches.


  • STEP COUNT

    Step counting on a smartwatch without integrated GPS is usually performed using an accelerometer built into the device. The accelerometer is a sensor that measures movement. It detects the changes in movement and orientation of your wrist as you walk, allowing you to estimate the number of steps taken. When we walk, the accelerometer detects the movement and converts this information into digital data. The smartwatch uses specific algorithms to analyse this data and identify characteristic step patterns. Based on these patterns, it calculates the number of steps taken.


    Step counting algorithms may vary between different smartwatch models and manufacturers.


    It is important to mention that step counting on smartwatches without GPS may not be as accurate as on devices with integrated GPS, as there is no location data to assist in determining the distance walked.


  • MY SMARTWATCH IS "DELAYED / ADVANCED", WHAT CAN I DO?

    The "delay" occurs because the phone's bluetooth is not sending the data fast enough to the smartwatch.

    The delay is not related to the physical distance between the watch and the phone, but probably a software problem in the phone itself.


    Follow the steps below in sequence:


    1. Disconnect the watch from the ONE App (remove it from the APP);

    2. Uninstall the APP from all the phones to which the watch was previously connected (if any of them are Iphone you will have to do "forget" on Bluetooth);

    3. Reset the watch (Reset button on the smartwatch);

    To make sure it's the phone that's the problem, not the watch, you can try this very simple experiment.

    After Step 3 above, when the smart is reset, it will show you 10am. It will point to the actual time of day at that precise moment, and check the smart again in 24 hours - if the watch shows 10am again after 24 hours, that means the smart is neither "Behind" nor "Ahead".


    4. Install the APP again and connect the watch again.

    It is important that in Step 1, the watch is removed from the APP before following the other steps.


    Make sure that the time setting is in AUTOMATIC MODE, not manual.

    Also, check that the time zone is correct in the phone settings.


    Phones usually work outside of the network time and smartwatches are even more accurate than regular watches as they synchronise the time down to the last second.


  • I CANNOT VIEW THE ENTIRE APP TO COMPLETE THE INSTALLATION?

    Due to the screen resolution on your mobile phone, you are unable to view the APP in totality and complete the pairing - you will need to follow the steps below in order to view the app in its entirety:


    FULL SCREEN APPLICATIONS

    Most apps installed on your phone will automatically adapt to full screen viewing without you having to set it manually. For applications that do not automatically adapt to full screen display, you can go to - Settings - Display - Full screen applications to set it.


  • POSSIBLE ALLERGY/ALLERGIC REACTION TO OUR SMARTS?

    Follow the steps below to make sure your smartwatch works normally and looks good. Otherwise, you may damage your smartwatch and cause skin irritation:


    1. Make sure that the protective plastic over the biometric glass is removed;


    2. As a rule, the reaction happens whenever sweat accumulates on the wrist (this happens with any watch, due to the sensitivity of the skin to humidity);


    3. The third reason is an extension of the second, there is a possibility of accumulation of debris around the biometric sensor, likewise, it should be cleaned regularly. In traditional watches, the simplest ones have a flat bottom, in which case there is less chance of this happening. However, the allergy is not due to any material used on the back of the watch, as plastic is allergy-free.


    4. After exercising or sweating, clean your wrist and strap. Use water to clean the smartwatch and dip a small amount of alcohol in a wipe, then dry it thoroughly.


    5. Protect the smartwatch from dust, sweat, paint, oil and chemicals (such as cosmetics, antibacterial sprays, hand sanitisers, detergents and insecticides). Otherwise, internal and external parts may be damaged or affect the performance of the smartwatch. If the smartwatch is stained with these substances, clean it with a soft, lint-free wipe.


    NOTE - The best solution for the scenario described above is to wipe the smartwatch, namely the back of the watch and the strap with a soft damp tissue to remove traces of sweat (do not use soap, detergent, abrasive materials, ultrasonic waves or external heat sources. Otherwise, your smartwatch may be damaged).

    Residues of soap, detergent, hand sanitiser or detergent may cause skin irritation. 

    Avoid wearing this or any watch until the irritation goes away, after which the problem should be resolved


  • Functionality – Always On

  • How do I place an order?

    1. Choose the products
    - Search our catalog using the various categories and filters or through the advanced search and search features;
    - Choose the product you want to buy and click the “put in cart” button. If it is a product with several sizes, you should consult the sizes guide available in the product information and select the one you want to buy;
    - After placing the product in the cart, you can continue to buy or complete the order;
    - To complete the order, click on the icon with the cart in the upper right corner on the “Go to cart” button;
    - Check your order and adjust the quantity of each product you want to buy and click on the “continue order” button.


    2. Enter your details

    - If you have not logged into your account before this step, you will be asked to do so. If you don't have an account on our website, you need to register in order to proceed;
    - After logging in, you must select the delivery address from the list of addresses you indicated in your profile or add a new address;
    - If the billing address is the same as the delivery address, you must check this field;
    - If the billing address is different, you must fill in this information in the corresponding form.
    - Click on the "continue order" button.


    3. Complete the order

    - Select one of the available delivery modes;
    - Select the payment method;
    - If you have any promotional voucher, you must enter it in this step in the respective field;
    - Click on the "continue order" button.
    - Confirm all information regarding your order (products, sizes, quantities, delivery address, billing address, delivery method, payment method, discounts applied);
    - If you need to add any additional information, you can do so in the “Remarks” field;
    - Read the General Sales Conditions and confirm that you accept these conditions by checking this field;
    - Click on the “complete order” button.
    - You will receive an email with confirmation of your order.


  • In which countries can I buy online?

    Currently, our website allows shopping in Mainland Portugal, Madeira Autonomous Region, Azores Autonomous Region, Germany, Austria, Belgium, Denmark, Spain, France, Ireland, Luxembourg and the Netherlands. You can consult the complete list of countries to which we sell through this website in the General Conditions of Sale.

  • Are the products I placed in my cart automatically reserved?

    No. The fact of placing a product in your cart does not guarantee its reservation or availability. There are products that are in high demand or limited availability (for example, Special Editions) and, although they are available at the time you put them in the cart, they may run out before finalizing the order. Only when the order is finalized, the product is reserved.

  • What does a "Sold Out" product mean?

    It means that at that moment there is no stock of that product available. As soon as there is stock again, the product will again appear as “Available”.

  • How can I add a discount or promotional code to my order?

    Some discounts related to specific campaigns are automatically applied to your order. In other cases, you only need to put this information in the respective field of your cart when placing your order.

  • Can I modify or cancel my order?

    Before finalizing your order, you can always modify or cancel it. After finalizing it, it is not possible to modify or cancel it autonomously. In that case, you should contact us using the contact form or sending an email to info@onewatchcompany.com. In any case, you can always exercise your right of free termination, which conditions can be consulted in the general conditions.

  • How can I check that I have placed my order correctly?

    Check if you have received an email from us with the order confirmation and all the information about it. If you have not received an email, you can check the status of the order in your account on our website and, if you need more information, you should contact our Customer Support through the contact form or by sending an email to info@onewatchcompany .with.

  • How can I find out what status my order is in?

    The status of your order is updated in your account on our website. In case of doubt you can always get in touch with our Customer Support through the contact form or by sending an email to info@onewatchcompany.com.

  • Do the prices shown include VAT?

    All prices quoted include VAT at the legal rate in force and represent the final price to pay for the chosen item.

  • How can I pay my order?

    Vouchers
    If you have a Voucher, you can use it as a means of payment by entering your code in the Use Voucher field on the payment page of your order. The difference will be deducted from the total amount. If the value of the Voucher is lower than the total amount of your order, you should also select one of the available payment methods.

    You can pay your orders, with complete security, through one of the following payment methods:
    - Credit Card (EasyPay): Paying by credit card in the shop www.onewatchcompany.com is 100% secure. We use SSL encrypted communication, and work with a real-time connection to banking systems (EasyPay).
    - ATM and MBWay (EasyPay): Payment by ATM and / or MBWay is simple and has no risk of fraudulent use of your card, One will never ask you for any personal financial information.

    Once the order is confirmed, the Payment Details will be displayed on the screen, with a reference to finalise it. Payment can be made at an ATM or through your bank's online service by choosing the option Payment of services and/or purchases. You should then enter the reference that was assigned to your purchase and that was also sent to you by email.

  • When will the amount be debited from my card?

    When you receive the Order Confirmation in your email, the bank captures the amount of the order, but this is only debited when the order is dispatched.

  • Why can my credit card be declined?

    Your card may be refused for one of the following reasons:

    - The card is expired. Check the expiry date of your card;
    - The card limit has been reached. If your card has not exceeded the amount allowed for purchases, you should contact your bank;
    - The data entered is not correct. Make sure the details you have filled in are correct (for example, the name on the card must match the billing details.

  • Is my credit card details secure?

    Yes, we do not receive or store your credit card details at any time: they are transmitted with each purchase via a connection protected by encrypted protocol directly to the entity responsible for managing the electronic payment. If you would like to know more about how we treat and protect your data, please see our Privacy Policy.

  • Can I get an invoice on behalf of my company?

    No. The purchase of products through our website is not available for companies. If you wish to purchase any of our products on a corporate basis, you should contact our Commercial Department via our contact form or email info@onewatchcompany.com.

  • How are refunds made in case of returns?

    Refunds are made using the IBAN indicated by the customer. If you wish to receive your refund in another way, please contact our Customer Support via email at info@onewatchcompany.com.

  • How is delivery processed?

    After you place your order and complete your payment, you will receive an email with confirmation of the shipment of the order and information about its delivery. The shipping company will send you information about the day and time of delivery by email.

    Delivery of all products purchased on our website is subject to shipping charges. Please refer to the FAQS area, "How much does delivery of my order cost?".

  • What are the shipping costs?

    The deliveries of all ONE products purchased in our online store are governed by the shipping policy outlined below: :

    • Mainland Portugal - The shipping cost is 3,50€. For purchases over €55 shipping is free
    • Portuguese Islands - The shipping cost is 5,50€. For purchases over 55€ shipping is free
    • Belgium, the Netherlands, Germany, France, Poland and Spain - The shipping cost is 5,50€. For purchases over 40€ shipping is free
    • Austria, Denmark, Hungary, Luxembourg - The shipping cost is 5,50€. For purchases over 80€ shipping is free
    • Croatia, Estonia, Ireland, Italy, Lithuania, United Kingdom and Switzerland - The shipping cost is 8,50€. For purchases osver 80€ shipping is free

    Info: We do not ship to countries not duly marked in the current shipping policy.

    The considered purchase amount for free shipping is the value of the products, including all discounts on products, and excluding shipping costs and fees.

  • Customs Duties and Importation Fees

    Due to different customs policies and importation fees, ONE is not responsible for its payment. We have no control over other potential costs, fees, or taxes that may be applied upon the arrival of an order in your destination country.
    The total price includes only the item price, the respective VAT when applicable, and shipping expenses.

    If you have any doubts, you can contact your local customs before placing your order to obtain information about customs costs and their applicability.

  • What is the delivery time for my order?

    The maximum delivery times are as follows:

    Mainland Portugal - Between 2-3 business days after dispatch**.
    Madeira and Azores - Between 10 and 15 business days after dispatch**.
    Other Countries - Until 7 business days after dispatch**.


    ATTENTION - The delivery times are estimated, and are only considered valid when there are no physical or structural impediments (incorrect addresses or force majeure mishaps such as strikes, loss of connection, etc.).

    **Shipping after order processing time valid for working days. We do not process orders over the weekend and/or public holidays.

  • Can I choose the day and time of delivery?

    No. Please ensure that someone is present at the delivery location on the day and time indicated. You should always have identification with you if requested. If you want someone else to collect your order, they must present their ID in order to collect it.

  • Can I ask for the order to be delivered to an address different from mine?

    Yes. When placing your order you have the option to use the address you have indicated in your account or to add an alternative address for each specific delivery, as long as it is located in one of the countries we sell to on our website (you can see the list in the General Terms of Sale. You also have the option to use different billing and delivery addresses. Important: Fill in correctly all the details of your address Street / House / Floor, we only guarantee 2 deliveries due to incorrect address without additional costs, the third delivery will already have a new cost associated.

  • Can I receive the invoice at an address other than the place of delivery?

    Yes, when placing an order you have the option to use different billing and delivery addresses.

  • Can I have my order delivered to an authorized one watch company point of sale?

    No. We do not currently offer this delivery method, but at the time of ordering you can always indicate a different delivery address (for example, delivery to your place of work) if you are unable to receive your order at the billing address.

  • Who delivers my order?

    Deliveries are carried our by DPD.
    In the confirmation email you will find the shipping information you need to track the delivery of your order.

  • How can I track my order?

    The information regarding the order delivery will be sent by email to the contacts you provided in your account, where you'll find all the details needed to track your order.
    Also, on the website's homepage, within the Customer Support Menu, you'll find the Order Status option. Click, fill in the details, and you can track the shipping status.

  • I haven't received my order yet, what should I do?

    If you have not received your order on time, we recommend that you check the status of your order in your account. If you need further clarification, you can contact us via the contact form or by sending an email to info@onewatchcompany.com.

  • I haven't received all the items on my purchase, what should I do?

    Please check if you have received an email from us with information about the unavailability of any of the products you ordered. If so, you will be reimbursed for the value of that product within 30 (thirty) days from the date of knowledge of the unavailability. If you have not received any email, please contact our Customer Support via the contact form or by sending an email to info@onewatchcompany.com.

  • Can I return or exchange an item in-store?

    To return items purchased on the website, you should follow the steps indicated in the first section and choose your preferred store.

  • Can I return my purchase online?

    Yes. If you are not satisfied with the products purchased in our online shop, you can return them within 14 calendar days after receiving your order*. To exercise this right you must inform us of your decision by post to Rua das Amoreiras, 56, R/CH, 1250-024 Lisbon or by email to info@onewatchcompany.com. The products to be returned should be sent properly packaged (ideally in their original One case) to the address above accompanied by the respective proof of purchase (invoice). For detailed information, please consult the Exchanges and Returns menu at the bottom of our online shop.

    * All orders submitted between 18 March 2020 and 31 May 2020, have an extended return/exchange period of up to 60 days due to the state of emergency that was in force throughout the country and islands due to the pandemic resulting from COVID19.

  • How to generate Exchange/Return label?

    To send us the item you wish to exchange or return, you should use the plastic envelope and the DPD return label that you received with your order.

    If you no longer have these shipping items, you can fill out the following form with your personal information to generate a new label: https://rmp.dpdgroup.com/030/OneWatchCompany

    The item must be properly packaged and identified with the invoice/gift receipt to ensure a faster resolution of your request.

    The package should be delivered to a DPD Pick-up point, at no additional cost.

    We emphasize the importance of receiving and keeping the shipping information with the tracking number of your return.

  • What should I do if I receive an incorrect or defective product?

    If you receive an incorrect or defective product, you should contact our Customer Support via email at info@onewatchcompany.com so that we can assist you with the return and refund or replacement process.
    You should not accept to receive any order whose packaging is not properly sealed.

  • Can I exchange or return a product purchased online at an authorized one watch company point of sale?

    All products purchased from ONE's partner resellers must be exchanged or returned at the respective store where the item was originally purchased.

    ONE's official partner resellers have their own internal policies and can provide the appropriate guidelines on how to proceed.

  • What is the deadline to make a return?

    The deadline for returning products purchased on our website is 14 calendar days* from the date of receipt of the order. For more information on our returns policy, please see the Exchanges and Returns page.

    *All orders submitted between 18 March 2020 and 31 May 2020, have an extended return/exchange period of up to 60 current days due to the state of emergency which was in force throughout the country and islands due to the pandemic resulting from COVID19.

  • Do I have to pay for a product return?

    If you decide to return a product purchased on our website, we will refund your payments, including the costs of normal shipping to the delivery address you have indicated. You will only have to pay the shipping costs to our address.

  • How will I receive a refund for my return?

    Refunds are made using the IBAN indicated by the customer. If you wish to receive your refund in another way, please contact our Customer Support via email at info@onewatchcompany.com.

  • When will I receive a refund for my return?

    Refunds are made up to 30 days after the date on which you informed us of your decision to return the product. If you have any questions, please contact our customer service team at info@onewatchcompany.com.

  • I already sent the communication to make a return, but in the end I decided to keep the products. What can I do?

    As a rule, it is not possible to cancel a return process that has been started. However, you can contact our Customer Support via the contact form or by sending an email to info@onewatchcompany.com so that we can analyse the situation and find the best solution.

  • How do I know if my return has been processed?

    When your return is processed you will receive an email with this information. If you have any questions, you can contact our Customer Support via the contact form or by sending an email to info@onewatchcompany.com.

  • What is the warranty period for the products?

    The guarantee on our products is valid for 24 months from the date of purchase.

  • Is it necessary to stamp the brand warranty?

    The warranty documentation you received with the product does not need to be stamped. However, should you need to activate it, it must be completed and presented together with proof of purchase (invoice/invoice).

  • What can I do if a product has a problem and is still under warranty?

    If the warranty conditions are met, you should go to an authorised point of sale [IF1] so that we can check if a free repair is possible or if the product is replaced by a similar one or one of equal value. If you have any questions, please contact us at info@onewatchcompany.com.

  • What can I do if a product has a problem and is no longer under warranty?

    After the end of the warranty period, we continue to ensure technical assistance. The process should be the same, both for Physical Stores and Online Stores, whenever the repair implies costs, it is only performed after accepting the budget presented to our agents or in the case of Online Store One by our Customer Support by sending email to info@onewatchcompany.com.

  • What care should be taken with watches?

    In order for your watch to work in perfect condition, we recommend the following precautions:

    - As the water resistance of watches differs depending on the model, you should always check this information on the case cover to find out what types of use are supported in each water resistance category;
    - The crown should be in its normal, tightened position to ensure the advertised water resistance;
    - You should never set the watch or operate the buttons or rotating bezel while the watch is wet;
    - Whenever you change the battery of the watch, you should also change the seal of the cover to not compromise the watertightness of the watch;
    - If the watch has stones or crystals on the outside, you should take some additional care - avoid contact with water, perfumes or other substances that may interact with the materials - to prevent the stones or crystals from coming loose, becoming discolored or stained.

  • Are watches waterproof?

    The expression "waterproof" only means that the watch is water-resistant. If you want to engage in an activity where the watch will be subjected to higher pressures (e.g. diving, parachuting, mountaineering, skiing), you should wear a watch designed for that purpose and identified as such in the water-resistance categories.

  • What does water resistance mean?

    "Water resistance" refers to the watch's ability to withstand specific water pressures in a laboratory environment.

    To ensure that your watch doesn't get damaged when engaging in activities where it may be subjected to higher pressures, you should always check your watch's water resistance rating. If your watch can handle the pressures of that activity, you should also ensure that the crown is properly closed and that you do not use either the crown or the buttons.

    Even in water-resistant watches, damage can occur with hot water or saltwater, as this contact can harm the seals. These seals may also experience wear and tear depending on usage, and therefore, they should be regularly replaced to ensure that the watch remains watertight.

    If condensation appears on your watch's dial, you should immediately contact us via email at info@onewatchcompany.com or visit an authorized retailer.


  • How is the size of a watch measured?

    The size of the watch is measured by the diameter of the case as illustrated in the image below.


  • My watch is running backwards/fast forwards. What does it mean?

    For watches with quartz movement, the normal deviation is approximately 15 seconds per month. If the watch is exposed to strong magnetic fields (e.g. a magnet), the mechanism may stop briefly, which may give the appearance of a delay.

  • The second hand on my watch seems to move unevenly. what does it mean?

    Irregular movement of the second hand may mean that the battery needs to be replaced. You should go to an approved retailer so that they can confirm the problem and carry out the intervention. When replacing the battery in your watch, you should also replace the seal on the cover to ensure it is water-resistant.

  • Are watches protected against drops or bumps?

    As it is a delicate object, a watch can even withstand minor falls, but any major fall or knock can damage it and compromise its functioning.

  • What care should be taken with jewelry?

    In order for your jewellery to maintain its characteristics over time, we recommend the following care:

    - Avoid contact with fresh or salt water, perfumes or other substances that may interact with the materials, discolouring or staining them;
    - Do not wear while sleeping or practising sport;
    - Avoid subjecting the jewellery to sudden or continuous strong contact that may cause friction and scratch or deform the piece;
    - Gently wipe with a chemical-free silver polishing cloth to restore the luster of the piece and remove minor blemishes.

  • What are jewelry made of?

    The main materials of our jewellery are steel, ionised steel, polycarbonate and rope.

  • How can I find the right ring size?

    A ring of the right size should be comfortable, being tight enough not to fall off and loose enough to slip on the finger. The simplest way to find your size is to measure the diameter of a ring you already have, as shown in the picture below, and compare it with the table below:



    If your measurement falls between two sizes, you should opt for the larger size.

    Alternatively you can measure your finger, but to ensure you find the right size, you should take several measurements at different times and days as the size of your finger varies throughout the day and depending on the weather. You should avoid using materials that can stretch or twist, as they may register an incorrect measurement.

    If you have any questions or need help, you can contact our Customer Support via the contact form or by sending an email to info@onewatchcompany.com.

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