Frequently Asked Questions (FAQ)

Orders & Shipping

Where do you ship from?

All orders are dispatched from Brisbane, Australia.

Do you ship internationally?

Yes. Sanctum ships worldwide (excluding USA and Canada) using trusted carriers. Shipping rates and estimated delivery timeframes are shown at checkout.

How long will my order take to arrive?

Australia: 2–8 business days
New Zealand: 4–10 business days
International (excludes USA and Canada): 7–28 business days
Delivery times may vary depending on location, carrier delays, and customs processing.

How long does it take to process my order?

Orders are processed within 1–3 business days. During peak periods or product launches, processing times may be slightly extended.

Will I receive tracking?

Yes. Once your order has been dispatched, you will receive a confirmation email with tracking details.

Do I have to pay import duties or taxes?

International customers may be charged duties, taxes, or customs fees upon arrival. These charges are set by your local authority and are the responsibility of the purchaser.

Why don’t you ship to the United States or Canada?

At this time, Sanctum is unable to ship to the United States or Canada due to insurance restrictions. We are working to expand our coverage in the future, but for now, orders cannot be placed or delivered to these regions.

Customers outside the USA and Canada are welcome to shop as normal, and all available shipping destinations are shown at checkout.

Products & Specifications

Are Sanctum watches water‑resistant?

Each model includes its water‑resistance rating on the product page. Our watches are designed for everyday wear but should not be exposed to conditions beyond their specified rating.

What movement do you use?

Each watch listing includes full technical specifications, including movement type, accuracy, and features.

Do your watches come with a warranty?

Yes. All Sanctum timepieces are covered by a 24‑month warranty against manufacturing defects in materials and movement.

Can I change the strap?

Yes. Our watches use standard lug widths, and straps can be easily changed at home. Strap compatibility is listed on each product page.

Returns & Warranty

Do you accept change‑of‑mind returns?

We do not offer change‑of‑mind returns. Each timepiece is produced in limited quantities and cannot be resold once worn or opened.

What if my watch arrives damaged or faulty?

If your watch arrives with a manufacturing fault, contact us within 7 days of delivery with your order number and photos. We will assess the issue and provide a repair, replacement, or refund in line with Australian Consumer Law.

How do I make a warranty claim?

Email sanctum.timepieces@gmail.com with your order number, a description of the issue, and supporting photos or video. We’ll guide you through the process.

Payments

What payment methods do you accept?

We accept major credit and debit cards, Apple Pay, Google Pay, Shop Pay, and PayPal. All payments are processed securely.

Can I pay in my local currency?

Yes. Customers in supported regions will see prices in their local currency (e.g., GBP, EUR, NZD). Final charges are processed in your local currency through Shopify Payments.

Orders & Account

Can I change my shipping address after placing an order?

We are unable to amend shipping details once a parcel has been dispatched. Please ensure your information is accurate at checkout.

Can I cancel my order?

If your order has not yet been processed, we may be able to cancel it. Contact us as soon as possible at sanctum.timepieces@gmail.com.

Do I need an account to place an order?

No. You can check out as a guest, though creating an account allows you to view order history and save your details for future purchases.

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