Contact us

1By email

Write to us at contact@chic-time.com. This is the fastest and most reliable channel - every message reaches a human advisor and is traced in our CRM so nothing gets lost.

To help us reply faster, please include a clear subject line (e.g. “Order #123456 - return request”) and attach any useful document (invoice, photo of the product, tracking screenshot).

2Customer service hours

Our customer service is open Monday to Friday from 9:00 am to 6:00 pm (Central European Time) and Saturday from 10:00 am to 4:00 pm. We are closed on Sunday and on Swiss and French public holidays.

Messages received outside these hours are read and answered the next business morning, in the order of arrival. Urgent requests about an in-transit parcel are prioritised.

3After-sales service

To help us process your after-sales request without unnecessary back-and-forth, please include the following information in your email:

• Your order number (format: #XXXXXX)
• The reference or exact name of the watch concerned
• A precise description of the problem (what, when, how)
• If the defect is visible, one or two photos in good light

Our advisors will confirm receipt within 24 business hours and explain the next steps (repair under 2-year manufacturer warranty, return, exchange or refund). The full scope of our warranties is detailed on the Warranty page.

4Press and partnerships

For any press enquiry, editorial partnership, affiliation or influencer collaboration, please write to contact@chic-time.com with the subject line “Press” or “Partnership”. Indicate your media outlet or audience, the intended angle and your deadline.

Press kits, visuals in print resolution and product specifications are available on request. We answer genuine media enquiries within 48 hours.

5Complaint

If, despite our care, you are not satisfied with our response, you can escalate your complaint in three steps. Step 1: write a detailed complaint to contact@chic-time.com with the subject line “Complaint - Order #XXXXXX”. We acknowledge receipt within 48 hours and send a substantive reply within 14 days.

Step 2: if no amicable solution is found within one month, EU customers can refer the dispute to the European Online Dispute Resolution platform. Swiss customers can contact the Fédération romande des consommateurs (FRC) or the competent cantonal conciliation authority.

Step 3: failing conciliation, disputes shall be brought before the competent courts, subject to the mandatory consumer-protection provisions of the customer's country of residence. The full legal framework is described in our Terms & Conditions of Sale.