Contact
Please use the form below to contact us, or email us at info@nezumistudios.com. We’ll get back to you as soon as possible during our office hours: Monday–Friday, 9:00 AM–5:00 PM CET.
FAQ
Quick answers to frequently asked question regarding orders, shipping, returns, warranty, payments, and watch care.
Order
I placed an order but didn't get a confirmation.
Check your spam or junk mail folder first. If you still cannot find it, email us at info@nezumistudios.com and we will resend it.
Shipping
How can I track my package?
Once your order has shipped, you will receive a tracking number by email. If you did not receive one, contact us at info@nezumistudios.com.
How long does delivery take?
Watch orders shipped with FedEx Priority typically arrive within 3–5 business days, depending on destination and customs handling.
Strap and bracelet-only orders within the EU and UK are shipped with PostNord, the Swedish national postal service, and typically take:
EU: 3–7 business days - UK: 5–10 business days - Strap and bracelet-only orders to the US, Canada, and the rest of the world are shipped with FedEx Priority. Delivery typically takes 2–5 business days but may vary depending on customs processing in each country.
What shipping methods do you offer?
Watch orders ship worldwide with FedEx Priority shipping, full insurance, and tracking.
Strap and bracelet-only orders ship within the EU and UK with PostNord, the Swedish national postal service, and include tracking. Strap and bracelet-only orders to US, Canada, and the rest of the world are shipped with FedEx Priority.
Non-EU orders ship DDU (Delivered Duty Unpaid), which means import duties, VAT, tariffs, or handling fees may be charged by the carrier, postal operator, or customs authority before delivery. For US orders, current tariffs add approximately 15% of the order value in import duties.
I entered the wrong address. What should I do?
Email us immediately at info@nezumistudios.com with your order number and correct address. If the order has not yet shipped, we will update it. If the order has already shipped, delivery may be delayed or the address change may not be possible.
Do you ship worldwide?
Yes, we ship to most countries. If your country is not listed at checkout, contact us at info@nezumistudios.com.
Is VAT or duty included in my purchase?
Orders shipped within the European Union include VAT where applicable. Orders shipped outside the European Union may be subject to import duties, taxes, tariffs, customs clearance fees, or other local charges imposed by your country's authorities. These charges are not included in the purchase price and are the responsibility of the recipient.
Do you know the import fees or VAT for my country?
No. Please check with your local customs office for current rates and rules.
Are customs fees or tariffs included for U.S. orders?
No. Orders shipped to the United States may be subject to import duties, tariffs, taxes, customs processing fees, or other government-imposed charges. These charges are not included in the purchase price or shipping cost shown at checkout. Any applicable charges are determined by U.S. Customs and other relevant authorities and are the responsibility of the customer as the importer of record. These fees are usually collected by FedEx or the relevant customs authority before or upon delivery.
Does shipping cost vary?
Watches include free worldwide shipping. Straps have EUR 10 Priority shipping.
What happens if I refuse delivery or do not collect my package?
If a package is refused or not collected, the carrier may charge us for the return shipment. In that case, the return cost will be deducted from your refund: EU EUR 30, UK/US/Canada EUR 36, rest of world EUR 45.
Returns
How do I return my order?
To start a return, contact us at returns@nezumistudios.com.
You may request a return within 14 days of receiving your order.
For customers in the EU, Iceland, Norway, and the UK, this right is provided under applicable consumer protection laws. For customers in all other countries, Nezumi Studios offers the same 14-day return period as a voluntary return policy.
Returned items must be:
- Unworn and unused
- In resalable condition
- Returned with all original accessories, packaging, manuals, and the watch box
- EU: €30
- UK, US, Canada: €36
- Rest of World: €45
Can I exchange an item?
We do not offer direct exchanges. Returned items are refunded, and a new order must be placed for the desired item. To start the process, contact us at info@nezumistudios.com.
When will I get my refund?
After your return arrives and has been inspected, refunds are usually processed within 2-10 business days. The time it takes for the money to appear in your account may depend on your payment provider.
Warranty
How long is the warranty?
All Nezumi timepieces come with a 2-year limited warranty covering manufacturing defects. The warranty is personal and applies to the original purchaser of the watch. This warranty does not affect your statutory consumer rights under applicable law.
What does the warranty cover?
If your watch develops a manufacturing defect within the warranty period, we will repair it free of charge. If the issue cannot be repaired, we will replace the watch. To start a warranty claim, email us at info@nezumistudios.com.
What is not covered by the warranty?
The warranty does not cover damage from accidents, drops, or mishandling; water entering the watch due to improper crown use; opening the case or unauthorized repairs; modifications or unauthorized alterations; incorrect battery replacement or incorrect batteries; normal wear and tear; straps, accessories, cosmetic wear; or second-hand or resold watches. The warranty applies only to the original buyer from Nezumi Studios or an authorized retailer.
Payment
What payment methods do you accept?
We accept most major credit and debit cards, including Visa, Mastercard, and American Express, as well as Apple Pay and other payment methods available at checkout. Available payment methods may vary depending on your location.
When is my payment charged?
Your payment is charged at checkout.
What currency do you use?
All prices are shown and charged in Euro (EUR).
Watch Care
Which battery does my watch use?
Email us at info@nezumistudios.com and we will help you find the correct battery for your model.
How often should I service my watch?
For mechanical watches, we recommend service approximately every 5 years if worn regularly. If you notice moisture under the glass, reduced power reserve, or significant changes in timekeeping, the watch should be inspected.
How do I wind my mechanical watch?
If your watch has a screw-down crown, unscrew it first. Turn the crown gently. For manual-wind mechanical movements, stop winding when you feel resistance. Do not force it. Automatic movements can usually be wound manually, but they do not have the same clear stopping point as manual-wind movements. After setting or winding the watch, always make sure the crown is fully pushed in or screwed down before wearing the watch, especially near water. For model-specific instructions, visit the product page at nezumistudios.com and download the manual.
Can you service my watch?
Yes. Contact us at info@nezumistudios.com and we will guide you through the service process.
Returns
Please contact our customer service before returning any product.
Return policy
- Return or exchange claims should be submitted within 14 days of taking delivery of the order.
- Returns or exchanges are accepted for items purchased directly from NezumiStudios.com.
- Returned products must be unused, unaltered, and in re-sellable condition with original packaging and product information intact.
- Returns notice received after 14 days of original receipt may be accepted at Nezumi Studios' discretion for store credit only.
- Products returned damaged, soiled, used, or altered may be refused and sent back to the customer.
Warranty
Nezumi offers a two year limited warranty from the date of purchase covering manufacturing defects on timepieces.
Two year limited timepiece warranty
If a covered timepiece malfunctions within this period, Nezumi will repair or replace it at no cost after the claim has been assessed.Not covered
- Internal or external damage caused by accidents, mishaps, mishandling, or abusive treatment.
- Damage caused by unscrewing the crown, modifications, attempted repairs, or tampering by unauthorized third parties.
- Damage caused by unsuitable replacement batteries.
- Straps and other added accessories.
- Second-hand purchases after the original purchaser resells the watch.
Privacy
This privacy summary is based on Nezumi Studios' current published policy for visits and purchases made through nezumistudios.com.
Information collected
- Order information such as name, billing address, shipping address, email address, phone number, and payment information handled through payment providers.
- Newsletter and form information submitted by the customer.
- Device information such as browser, IP address, time zone, cookies, viewed pages, referring sites, and site interaction data.
How it is used
- To process orders, arrange shipping, issue confirmations and invoices, and communicate with customers.
- To screen orders for risk or fraud.
- To improve the site, understand customer behavior, and send product or marketing information when preferences allow it.