FAQs

Covid Updates

Can I still shop online?

Our online channels are operating as usual through our OFFICIAL STORE www.leuppwatches.com and through our partners, LAZADA and ZALORA. Orders are prepared and dispatched from our warehouse in Las Pinas City. Our teams follow strict hygiene measures.

We are continuously working towards the protection of our partners and employees in this time. We would like to thank you for your understanding and assure you that we are working hard to minimize any negative impact on your experience.

Our Customer Support team is ready to answer your questions from Monday to Friday from 9am until 5pm via email letstalk@leuppwatches.com or via chat on our website.

Are your physical stores open?

All LEUPP physical stores are closed due to the pandemic. Our online channels are also operating as usual at www.leuppwatches.com, LAZADA and ZALORA. If you have any questions or you just want to chat contact us via live chat or email us at letstalk@leuppwatches.com. Kick back, keep your distance and stay healthy!

My Order

Is there a User Manual?

Indeed there is! To access the USER MANUAL scan the QR CODE labeled USER MANUAL printed on your LEUPP product's packaging (see image below). If this is your first time using a QR Code you may also just click HERE

LEUPP USER MANUAL
My new watch isn't working. Help!

Have you removed the watch stopper?
When you purchase a new watch from LEUPP, it will come with a watch stopper - a plastic piece between the case and the crown. While the watch stopper is in place, the hands of the watch will wobble. This is normal. THE WATCH IS NOT BROKEN. For the watch to start running, pull the watch stopper off and set the time.

Does the watch model have a second hand?
Watch models with 2 hands, only have an HOUR hand and MINUTE hand. Without a SECOND hand that moves every second, you may mistaken the watch is not functioning because nothing moves every second! Set the watch at a 12 o'clock position and allow it to run for 10 minutes. Check if the minute hand has moved after 10 minutes.

For more help on getting started with your new watch check the user manual HERE
If the watch still isn't working, please contact us for a 30-Day Return & Exchange.

How many days is shipping?

Nationwide delivery schedule are as follows:

STANDARD SHIPPING
3-6 days within Metro Manila
5-8 days for Luzon
7-9 days for Visayas and Mindanao
*All in working Days

EXPRESS SHIPPING
1 business day *Greater Metro Manila Only

IMPORTANT: Shipping times exclude holidays and natural circumstances beyond one’s control

How do I track my order?

To track your order, check your order confirmation email and click the VIEW YOUR ORDER button to find your tracking number.

You can also track your order by using the chat button on the lower right corner of you screen and select "track order" from the menu.

Will I get shipping status notifications?

You will be notified via email and SMS when your purchase is ready to be delivered. A tracking number will be provided to you once your order has been sent out for shipping. You will also receive an SMS notification from our courier partner on the day of delivery.

How can I cancel my order?

Orders can only be cancelled before it's been handed to our partner courier. An order can no longer be cancelled once it has been shipped from our warehouse.

In case of prepayment via credit/debit cards, your money will be refunded automatically to your account within one to two billing cycles depending on your bank policy.

To cancel an order, send an email to letstalk@leuppwatches.com or click the CHAT button on the bottom right corner of your screen. We're available for LIVE CHAT 9am-5pm, Monday to Friday (excluding holidays).

Why was my order rejected?

Buyers with a history of any of the following here and on LAZADA are blacklisted.

1. When the buyer has high failed delivery rates and returns
2. Use of fraudulent credit cards
3. Malicious buyer reviews and social media trolling

We work hard in providing customers with quality products at fair prices and free shipping. However, we do not tolerate abusive buyers.

Cash On Delivery

Can I refuse to accept COD?

The buyer can only refuse to accept an order/parcel if the following conditions apply: Signs of tampering on the packaging of the order (unsealed packages, damaged packaging)

What happens if I refuse to accept COD?

You as a customer will start having a score, similar to a credit score based on your transaction history.

1st offense results to 90 day suspension for COD orders.
2nd offense results to being blacklisted for COD orders forever.

Shop responsibly.

Why can't I use COD?

1. In some cases, the COD payment option is unavailable when the value of your order is more than our threshold. To minimize this, COD is not available for high-value orders. You may use various payment methods and various credit cards for completing your order.

2. Your order includes a personalized/ engraved order. Engraved timepieces are considered final sale and require pre-payment.

3. Within the last 90 days, you have rejected COD packages delivered to you 2 times or more. This payment option will be suspended for 90 days. Failed transactions are due to the following:

Refusal to accept COD orders
Failing to receive the package after the 2nd delivery attempt

Do you accept COD?

We Accept Cash on Delivery. This Payment option appears on the last step of your checkout. When you pick this payment option, your package will be delivered to your doorstep. Pay our delivery staff cash and collect your order.

IMPORTANT REMINDERS

1. Provide an address where you will be available for most of the day. If you are working, a work address is recommended.

2. Provide a complete address with a street name and house, building or lot number. Our delivery staff needs a specific location to make a delivery. If you cannot provide a house, building or lot number, provide the address of a nearby barangay hall, multipurpose hall or school/university.

3. Make sure someone is available to receive and pay for your order on the day of delivery.

To know when your order will arrive, click the VIEW YOUR ORDER button on your order confirmation email to see your TRACKING NUMBER.

Shipping & Warranty

Shipping

We offer Free Shipping on orders over ₱1000. Most orders are shipped within 24 hours, pending any credit card verification. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Please note, we do not ship on the weekend or holidays. We are unable to ship to P.O. boxes at this time.

Next-day shipping

Express shipping is now available at checkout. Just Select 'Borzo' as your shipping method when you checkout and your order will be delivered on the next business day!!

IMPORTANT:
⚠️ Available to Greater Metro Manila only (Metro Manila, Cavite, Antipolo, Rizal and Bulacan).
⚠️ Delivery is on weekdays only (Excluding Holidays). Ie. Orders placed on Friday will be delivered on Monday
⚠️ Cut-off is 4pm. Ie. Orders Placed before 4pm will be delivered next business day. Orders placed after 4pm will be delivered in 2 business days.
⚠️ Fees are based on Borzo's live shipping rates. Expect surge pricing during peak seasons.

READ MORE

Warranty

LEUPP warrants to the purchaser that the product will be free from manufacturing defects beginning from the date of original purchase. The warranty period lasts 30 days.

This policy does not cover the following:

Normal wear and tear
Clearance Items
Damage caused by mishandling of watches including damage to glass, straps and bracelets
Damage caused by watch being opened/ disassembled/ repaired/ serviced
Damage due to water entry in a non-waterproof watch
Damage due to exposure to chemicals and solvents.
Damage to the watch due to physical dents and scratches
Change of mind
Minor imperfections, such as speckles, light scuffing or wax lining imperfections of hand burnished straps.

If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange. To be eligible for an exchange, your item must be in the same condition that you received it. It must also be in the original packaging.

To complete your exchange, we require a receipt or proof of purchase.

There are certain situations where an exchange is not granted:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

READ MORE

Exchange

We only replace items if they are defective or damaged. If you need to exchange an item, send us an email at letstalk@leuppwatches.com. Once we receive your watch, it can take up to 15 days to process the exchange. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Gifting & Gift Cards

Do you have Gift Wrapping?

Yes, we offer gift wrapping for an additional fee of P150. Simply tick the box labelled "Gift wrap this order" on your shopping cart and type your gift message. You may refer to the image below for an actual photo.

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

Yes. You can redeem another gift card during checkout.

Can a gift card be used to pay for shipping?

Yes, gift cards are applied to the final order total which includes shipping.

General

How to order

If this is your first time shopping online, click HERE to learn how to shop from our online store. Don't worry, it's easy.

What payment methods do you accept?

We accept Cash on Delivery, GCash, Credit/Debit Cards, Installments and more. See the complete list HERE.

How do I use a discount code?

When you CHECKOUT, you will find a field to enter the discount code. Type the code on this field to claim your discount. READ MORE

Which watches are for men and women?

All LEUPP watches are unisex. Our designs are genderless however there are watches popular with women and watches popular with men. Need a specific dial size? Filter your selection by SIZE to find the perfect fit.

How should I care for my watch?

Do not use solvents or chemicals (i.e. benzine, thinner, bleach) for cleaning a watch to avoid chemical reaction. Use a soft dry cloth to wipe off dirt, perspiration and water from the case and crystal. Refer to your digitized USER MANUAL for the complete Care Instructions.

Are LEUPP watches waterproof?

LEUPP watches are not waterproof but they 3ATM water resistant - okay for light rain but not suitable for swimming, fishing or other water-related activities. LEUPP watches are fashion watches and are not designed to be submerged or placed directly under running water. Remember to always remove your watch when taking showers or engaging in water activities.

Do you have a physical store?

Yes. LEUPP is available in these LOCATIONS

Watch movement

LEUPP watches use quartz movement - a commonly used timekeeping technology, powered by a battery which is different from Mechanical movement which requires manual winding and automatic movement which uses kinetic energy.