Shipping Information

We offer a single standard delivery service for all completed bespoke orders.

Orders will be delivered or ready for collection within seven (7) business days after the goods land in Australia, unless otherwise advised.

We will confirm the exact shipping or collection date, including tracking details (if applicable), in a written Shipping Notice once your watch has passed final quality control and cleared customs.

For practical reasons, we may deliver certain components (e.g. straps or accessories) by instalments. Any instalment schedule will be communicated to you in advance.

If we cannot meet the estimated delivery window and the revised date will exceed seven (7) business days after arrival, we will contact you to propose a new delivery date.

If you do not accept the revised delivery date, and we are unable to deliver within the above timeframe or an otherwise agreed date, you may cancel the order and obtain a full refund for any undelivered items, subject to the Conditions of Sale.

Where items are delivered in instalments, all instalments will normally be fulfilled within the seven-day window after the goods arrive in Australia.

Delivery Method

Orders are delivered either:

• By courier (standard or insured, depending on your chosen option); or
• By collection from our headquarters at Level 1, 53–55 Sydney Road, Manly NSW 2095.

Deliveries occur during standard business hours, Monday to Friday (excluding public holidays).

A signature and photo identification are required upon delivery or collection.

If delivery is unsuccessful, our courier will attempt re-delivery or provide instructions for pickup. Additional delivery charges may apply for repeated attempts.

International Orders

We currently accept and deliver orders within Australia only.

International delivery will be introduced in the future; this policy will be updated at that time.

Delayed or Partial Delivery

If your order is delayed due to manufacturing, logistics, or customs factors, we will promptly inform you and provide an updated estimate.

You may choose to accept the new schedule or cancel and receive a full refund for any undelivered portion.

If your order is shipped in instalments, all items will be dispatched or made available for collection within seven (7) business days after arrival in Australia, unless otherwise agreed in writing.

Returns Policy

1. General Position

All watches from The Face in Time are bespoke and made to order, individually crafted to your specifications.

As such, change-of-mind returns are not available once manufacture has commenced.

This policy does not limit or exclude your rights under the Australian Consumer Law (ACL).

If you no longer wish to receive your order and manufacturing has already commenced, you may contact us to request a partial refund of 50% of the total purchase price.

This discretionary refund is offered to cover manufacturing costs incurred and applies only where the product is in production but not yet shipped.

If your watch is faulty, damaged, or not as described, we will provide a repair, replacement, or refund in accordance with this policy and your statutory rights.

1. Faulty or Damaged Products

Every timepiece undergoes multiple quality inspections before delivery.

However, if your item arrives damaged, defective, or incorrect, please notify us as soon as possible after delivery and within a reasonable time.

If confirmed faulty, we will at our discretion:

• Repair the product;
• Replace it with an identical or equivalent item; or
• Refund the full purchase amount, including any reasonable return delivery costs.

If the issue constitutes a major failure under the ACL, you are entitled to choose between repair, replacement, or refund.

1. Returning Products (Online or In-Person Sales)

Please contact our Customer Care team at hello@thefaceintime.com before sending any item back.

We will issue a Return Authorisation Code (RAC) and provide a Returns Form.

Include with your package:

• The Return Authorisation Code;
• The completed Returns Form; and
• Proof of purchase (for example, your order confirmation, invoice, or warranty card).

We will arrange an authorised courier collection or provide instructions for direct return to our service centre.

Return Address:

The Face in Time Pty Ltd

Attn: Returns Department

Level 1, 53–55 Sydney Road

Manly NSW 2095, Australia

We recommend using our nominated courier to ensure the watch remains insured and secure during transport.

If you use your own courier, please notify us in advance and ensure the shipment is fully insured; we cannot accept liability for items lost or damaged in transit under third-party carriage.

1. Condition of Returned Items

All returned products must be:

• In their original packaging;
• Accompanied by all accessories and warranty documentation; and
• In unused and unaltered condition (unless faulty).

If the product has been worn, damaged, or tampered with by an unauthorised party, we may refuse the return or deduct a reasonable restoration fee before processing a refund.

1. Refunds

Approved refunds will be made to the original payment method within 30 days of receipt and inspection.

Where applicable, refunds will include the original purchase amount and any reasonable return postage.

If components are missing or damaged beyond inspection use, a reasonable deduction will apply.

1. Non-Returnable Items

Except where required by law, bespoke, made-to-order, or personalised watches cannot be returned or refunded once manufacturing has commenced.

This includes watches engraved, customised, or built to your specifications.

Your Statutory Rights

This policy does not exclude, restrict, or modify your rights under the Australian Consumer Law.

You are entitled to a repair, replacement, or refund if a product fails to meet a consumer guarantee, and compensation for any reasonably foreseeable loss caused by that failure.

Further information: www.accc.gov.au

Contact

For all shipping, delivery, or return enquiries, please contact:

The Face in Time Pty Ltd

ABN 36 615 478 012

Level 1, 53–55 Sydney Road

Manly NSW 2095, Australia

Email: hello@thefaceintime.com