How we check your watch before it ships

Every order on PremiumRolex.to goes through the same step before it leaves the warehouse in Hong Kong. You get photographs and a video of the exact watch that is going in your box, with your order number in the frame, and nothing is dispatched until you tell us you are happy with it. This page explains that step, what to look at, how the parcel travels and what happens if something is wrong.

What happens after you pay

Within three to five business days of payment we email you eight to twelve photographs and a video of your own watch. Not a catalogue image of the model, the individual piece we have set aside for you. Busy seasons can stretch that a little, and we say so when they do.

You approve any way you like: by email, on WhatsApp at +86 176 8892 6769, or in the chat window on this page. If something in the photographs bothers you, tell us what it is and we either put it right or pull another unit for you. On larger card orders the remaining payment is only taken after that approval, so you are never paying in full for a watch you have not seen.

What to look at in your photographs

The watches are built to the original design, so the dial printing, the logos and the engravings are where differences show first. Zoom into the date window, the hands and the text on the dial, and look at the bracelet where it meets the case. Ask for a particular angle if the set does not cover it, since the team can shoot the caseback, the clasp or a wrist shot before you decide. If accuracy matters to you, ask for a timegrapher reading with your photographs and we include it.

All our watches have a 904L steel case and a sapphire crystal with an anti-reflective coating. On gold models the gold is a plated finish over steel, not solid metal, and we would rather you read that here than work it out after delivery.

How it is packed and sent

Once you approve, the watch ships free of charge with DHL or FedEx through a private logistics channel, fully tracked, in a plain unmarked box with no brand names on the outside. Most destinations take 12 to 16 business days after dispatch. Canada is usually 14 to 18, Australia and Japan 14 to 20, Brazil and South Africa 16 to 22. The first tracking scan can take up to five days, which is normal. You can follow the parcel on the tracking page with your order number and email.

Customs almost never adds anything, because the shipping channel clears it for you, and if a fee does come up we refund it. If a parcel is held or goes missing, we reship at our cost. The full detail sits on the shipping policy page.

If something is wrong

You have 14 days from delivery to send a watch back, unworn and with its packaging, for a full refund. Email sales@premiumrolex.to with your order number and the reason and we send you the return address. Inspection takes two to three business days, then the money goes back to the original payment method within seven to ten business days. Return postage is on you unless the fault is ours.

If the watch arrives damaged or faulty, send us the order number with photographs or an unboxing video within 14 days and we replace it or refund you at no cost. Filming the unboxing makes that much quicker. The terms are on the returns page.

Why there are no customer photographs on this page

This page used to carry pictures and comments presented as coming from buyers. We could not stand behind all of them, so we took them down instead of leaving them up. The photographs that are worth anything to you are the ones of your own watch, taken in our warehouse, which you see before it ships and can reject.

If something here is not answered, the chat on this page reaches the team, sales@premiumrolex.to replies within about 24 hours, and WhatsApp +86 176 8892 6769 is checked seven days a week. Common questions are collected on the FAQ page, the about page covers who we are, and the full range is in the shop.