Please find answers to the most common questions below. If you cannot find a question or answer, please contact us via the contact form on the right (or bottom when using a smart phone). We normally respond within 24 hours.
FORaSEC is a trading name of JWood Company B.V., based in Zaltbommel, The Netherlands.
Chamber of Commerce registration number: 59180617
Director: S. Trimbos
Most efficient is to use the contact form or email via [email protected], alternatively please use whatsapp via +31(0)681800222.
(Francais: On peut lire le français, mais on va écrire en anglais)
1 Order Process
1.1 How do I order via the web shop?
After you have made your choice, the webshop will guide you through the steps of the order process:
- Selection of the article(s) and place the order (by clicking "add to cart")
- From the shopping cart view, choose "proceed to check out"
- On the next screen, you can opt to register as customer or to order as a "guest".
- After supplying your name, address, phone and email data, yiou can add a different shipping adres by clicking "ship to different address". This will prompt a new screen with data required.
- Choose your preferred shipping method.
- Choose your preferred payment method
- Final check of the order (overview)
- Confirm you agree to our terms and conditions, subscribe to our newsletter if you like and click "BUY"
Your order has now been processed. Payment may require some more screens.
If all is OK, you will receive a confirmation by email. All further communication will be sent via email, so please ensure that the email address you submitted is correct and that the inbox is checked regularly for new messages. If you do not get an email confirmation after ordering, please check your spam-inbox and add our email address to your trusted addresses list.
1.2 How can I pay the order via the web shop?
We partner with Mollie, a so-called payment service provider. It is a Dutch company based in Amsterfdam that allows us to make several payment options available yo our international custiomers. The payment methods that can be used depend on the country from which payment is made.
Some methods available:
- SEPA Bank transfer (transfer to a bank account of Mollie Payments). You can easily transfer money as you are used to. A reference number is provided and required. Mollie notifies us when payment is received automatically.
- Sofortüberweisung/DirectEbanking (direct debit via your own bank: safe and easy. For more information, please click: DirectEbanking)
- Via PayPal, also if you want to use a credit card (most countries) (see www.paypal.com).
- Using the iDeal payment system (in The Netherlands only). iDeal is an online payment method that is directly linked to the internet-banking functionality of a large number of dutch banks. For more information, please click: www.ideal.nl.
- Bancontact/Mr. Cash (popular in Belgium). Another local online payment method. Direct bank debit via your bank's interface. Comparable to iDeal and Sofortüberweisung. For more info, click: Bancontact/Mr.Cash
- KBC/CBC Pay Button: available for customers of this Belgian bank
- Belfius Pay Button: availabe for customers of this Belgian bank
1.3 Will I get documents with my watch?
You will receive a confirmation of your order via email, normally within two hours after finalizing your order. This confirmation shows exactly what you ordered and contains a link to our general terms & conditions and this page as well. With your order you will receive a paper invoice, as well as (usually) a guarantee card to act as proof of date of purchase for warranty. This is up to each supplier, but is common practice.
1.4 What happens when the product I ordered is out of stock?
We try to keep the web shop up to date with our stock situation. In the event that a product (or part of your order) is out of stock, we will contact you within 7 business days with an estimated delivery date. If at that moment you wish to cancel (part of) your order, we will (partly) refund at no costs.
1.5 Can I cancel my order before shipping started?
Yes. Every order can be cancelled without requiring a specified reason and without payment of a fine, if not yet shipped, within 24 hours after confirming the order. The customer is required to send an email to [email protected] first. The cancellation of the order will be confirmed by email. As soon as a request for cancellation has been confimed by us, you can regard your cancellation as having been received properly. If payment for the cancelled order already has been made, FORaSEC will pay back the amount received within 14 days at maximum.
1.6 How are products shipped?
The products are shipped using the following methods:
- Secure shipment by UPS
- Secure shipment by UPS to UPS service points in your direct vicinity. A service available in some European countries. If this option is available, it will be listed automatically.
- Secure shipping by PostNL. PostNL is the Dutch national postal service. For some countries, this is the only option available. If UPS is available at reasonable cost for your country, PostNL is not shown.
- In a so-called cushioned air-envelope. This is only possible for goods up to a value of € 50,- and small enough to fit in an A5-size envelope. Please note: this shipping method is not insured and offers no track & trace possibility!
- Pick up, only by appointment.
Note: most brands we only can deliver within the European Union and/or Europe.
Special note for customers from Russia: we can ship to Russian private citizens DUTY-FREE, if the shipment is less than 1000 USD. Please contact us before your order to give you some extra instructions. Shipping to Russia is 45 euro.
We will remain the right to exclude countries if experience shows that our product has a very high chance of damaging or disappearing during transport.
2 Warranty & Returns
2.1 What do I need to do if the product I receive is broken or damaged?
The customer has to check the delivered product directly after recieving the good(s). If it appears that the delivered product is wrong, defective or incomplete, the customer has to notify FORaSEC by email via [email protected] (before returning the goods). FORaSEC will then provide further instructions to process the complaint via email. Returning the defective product must be done in the original packaging material (including accessories and documentation) and in new, un-worn condition. Using the product or selling it after noticing the defect will expire the right to claim and send back the product. Shipping/insurance costs for warranty return-shipments will initially be born by the customer. These costs will be credited by FORaSEC if the complaint appears to be covered by warranty.
2.2 What is your warranty policy?
As required by European Law, all products we offer have a warranty period of 24 months. During this period, FORaSEC will, if the defect is covered by warranty: 1) Pay costs for repair (by FORaSEC, repair center or manufacturer), or 2) exchange the product by a similar product, or, in case this is not reasonably possible, 3) reimburse the purchase amount. This warranty is not valid if the damage is caused by: 1. wrong usage 2. Damage from outside 3. theft 4. negligence 5. Normal wear. Watch straps and the glass watch face are excluded from warranty. Warranty is no longer valid if others than FORaSEC or third parties appointed by the manufacturer have (attempted to) repair the product.
2.3 What is your return policy?
Each (full) order can be cancelled within 14 days after reception of the shipment (or the last shipment of orders consisting of more shipments), without fines or the necessity to give a reason (allthough we certainly appreciate it). You will be responsible for the return shipment costs. Please use the original packaging if possible and use a shipment service with tracking information and signature upon receipt to avoid any issues.
You will need to ship back the product(s) within 14 days after informing us of your decision to withdraw. Ofcourse we will reimburse the paid order amount in full. We will refund within 14 days after having received your decision to withdraw the agreement, or wait until we have received the products back (or you can provide us with proof of shipment).
You might have misjudged the size on your wrist, you just might not feel a "click". It doesn't matter. If you are not happy, you just send it back.There is just one important rule: do try on the product, but do not wear it because of hygenic reasons. We can only accept products that are not damaged nor obviously worn.
If you want to return your product, please contact us after receiving the product(s) within 14 days after reception via [email protected] Alternatively, you can use the model form for withdrawal of the agreement. You can download that HERE (in Dutch) or HERE (in English).
Note: some products can be excluded from the right of withdrawal. This can be the case for pieces that are truly "made to order". If this is the case, it will be mentioned on the product page.
2.4 Who can service my watch?
For (possible) issues during the 24 months warranty period, please contact FORaSEC via [email protected] We work with a certified watch maker for repairs and judgement on warranty cases. Obviously we will consult our suppliers if necessary as well. For general service (general check, gasket check/replacement, adjustment, lubrication, cleaning) you can visit every experienced watch maker. Most movements are not hard to service. If special care is required, or in case the supplier instructs us, we will add special care guidelines on the product page or with the papers that come with the watch. We advise a general check/service at least every 5 years to keep your watch in excellent condition. Of course you can also contact us for a service.
3.1 How do you treat my personal data?
That is a long story since the GDPR regulation came into effect.....
We treat your personal data with respect and do not make it available to third parties, other than sharing it with parties who need your info to execute part of the services we provide you.
We store your name, address, phone number and email address. Because we need those data to fulfill your order. We share these data with some other companies who play a part in fulfilling your order: shipping company, our web shop platform. We will never sell or rent your personal data for commercial purposes by other companies. Ever.
Please read our full Privacy Statement by Clicking This Link
4 Pricing & Taxes
4.1 Do FORaSEC prices include VAT (value added tax)?
Yes, all prices shown include the value added tax (currently 21%) that we are obliged to calculate and hand over to the local tax authorities for sales within the European Union. If your destination address is outside of the European Union, the tax will be taken out in the shopping cart during the order process.
NOTE: This also is the reason that prices in our shop will show higher prices than the netto export price from our suppliers (mostly outside the EU).
If you would import directly, your local customs office will calculate VAT tax and/or duties at import check. They will include an invoice to the package that has to be paid to release the package to you (often the courier service will ask payment at the door).
4.2 What about duties and import taxes?
Items shipped within the European Union
All items shipped within the European Union are charged Value Added Tax at the current rate of 21%.The amount of Value Added Tax is stated seperately on you order.
Items shipped outside the European Union
You are not liable for import duties/taxes at the rate set by your own country. FORaSEC does not prepay duty or taxes. The standard incoterms are DAP (delivery at place).
Items shipped to businesses within the European Union
In certain cases it will be possible to exclude Value Added Tax if the order is made by a company with a V.A.T. registration code within the EU. Please contact us before ordering if you want to use this possibility.