SHIPPING

OUROBOROS TIMEPIECES ships worldwide. Please allow up to 3 business days for us to process your orded and extra time during holidays and sale seasons. 

Each item is expertly packed to ensure it arrives in impeccable condition and each parcel is shipped with a tracking number. Please allow 72-hours from the time your order is first placed, until tracking information is made available. As we ship orders Monday - Friday, tracking details can only be supplied on weekdays. 

Our packages are dispatched with UPS Express, DHL Express, Bartolini or in some cases with SDA Crono Internationale, an express service from Poste Italiane.

If you did not receive an email with tracking details or have questions, please feel free to contact us.

EXPRESS RATES

DOMESTIC (Italy) = FREE SHIPPING

EUROPE

ZONE 1 = FREE SHIPPING

ZONE 2 = FREE SHIPPING

ZONE 3 = FREE SHIPPING

Countries Zone 1: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia and Slovenia

Countries Zone 2: Bulgaria, Croatia, Estonia, Greece, Latvia, Lithuania, Romania, Spain, Sweden and United Kingdom

Countries Zone 3: Cyprus, Liechtenstein, Norway and Switzerland

USA + CANADA + TURKEY = FREE SHIPPING

REST OF WORLD = FREE SHIPPING

NON-EU COUNTRIES

If you order from outside the EU, import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. Prices displaced on our website are exclusive of duties and taxes. 

We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

DELIVERY ISSUES

If there is a problem during transit, you can contact our customer support desk. 

We all sometimes get things wrong and bending over backwards to put things right, we feel is the mark of a truly good company. If you have received the wrong order, please get in touch with us as soon as possible at info@ouroborostimepieces.store with your order number and a photo of your received item so we can confirm our mistake and offer you a refund or replacement. 

In the unusual event that your items arrives damaged, please do not accept the delivery and contact us immediately to inform us with your order number and ideally a photo of the damage. 

If your package is lost in transit we will do everything we possibly can to assist you. We are not responsible for packages once proof of delivery is generated. We cannot be made liable for non-delivery in this case. Please make sure to always keep an eye on tracking and report a delay within 30 days after placing your order as we can not file an insurance claim after that which means we unfortunately won't be able to offer a refund.

RETURNS

We hope you are delighted with your purchase but we do understand that sometimes you will want to return an item.

If your item(s) from us fails to make the grade contact us as soon as possible at info@ouroborostimepieces.store, and make sure you send back your order within 14 calendar days after you received the shipment (see instructions below) and we will give you a full refund. Goods sent back after this date, will not be accepted.

NON-RETURNABLE GOODS

We regret to inform you that no returns can be made on the following types of goods:

* Goods specially ordered at the customer's request (custom orders)

* Gift cards

RETURN CONDITIONS

To return a purchase, your items must meet the following conditions:

- Be in the exact same condition as was sent to you. Nothing will be accepted if it is damaged or altered.

- Where applicable, be returned with the original product tags and labels still attached and intact (as was sent to you).

- Be returned from the same country where the order was delivered.

If this is not the case, we reserve the right not to accept your return, and to send the product back to your address, while the shipment costs will be on your charge.

INSTRUCTIONS FOR RETURNS

Please note that you may not return the goods to us until you let us know in writing that you wish to do so. To complete your return, please email us your order number along with the reason for your return so we can authorize it. If you don't receive an authorization within 3 business days, please send us a follow-up.

Once authorized, send back your package to the following address:

Ouroboros Timepieces

via del Podestà 54

50125 Firenze, IT

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your return and are unable to be held liable for the loss of your item(s) being returned.

NON-EU RETURNS

We are not responsible for any import taxes and custom duties of the incoming destination and will not be able to offer a refund on any taxes and duties. Should your order be returned to us because taxes and duties have not been paid then this amount will be deducted from any refund that we offer.

If you wish to return merchandise, please add the required documents for customs clearance to your package. Fill out everything correctly and mark the parcel as "returned goods" or similar. Any duties, tax and/or administrative costs that will be charged to us for importing the good(s) back to Italy will be deducted from your refund. Please note that when these costs end up higher than the value of the returned item(s), your package will be denied. 

Please note that you may be eligible to receive a refund of duty and taxes from your local customs office. More information can be obtained by contacting your local customs office, tax agency or postal carrier. 

REFUND OF SHIPPING COSTS

Unfortunately, we are unable to refund shipping at this time.

RECEIVING A REFUND

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. After that the time period for receiving your refund depends on the form of payment used:

Payments by credit/debit card: please note credit card refunds may take up to ten (10) business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to control this.

Payments via PayPal: refunds will be credited to your PayPal account. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card.

If you still have not received your refund after the estimated time frames above please contact us.

All of our policies strictly follow European Consumer Right laws as set out by the European Union, such as your right to cancel and return an item within the so called 14 day cooling off period. If you have any questions regarding these procedures please contact us at info@ouroborostimepieces.store.

Thank you for familiarizing yourself with our terms prior to purchasing.

We greatly appreciate your business and support.