Help & FAQ
Ordering & Payment
When will my order be shipped?
Orders typically ship out the same day or next day during Monday-Friday business hours. If you order over the weekend, your order will be shipped on Monday morning. If you think something may be wrong, please contact us at watches@tokyoflash.com or use our online contact form. We'll be happy to check into your order for you.
What payment options do you accept?
We accept Visa, MasterCard, and American Express credit cards and debit cards. We also accept Apple Pay and Google Pay.
What payment currencies do you accept?
You can make payment in any currency. Prices are set in US Dollars. You can convert prices into Japanese yen, Euros and British pounds using the currency converter at the top right of the website. Your bank or payment provider will convert the value of the transaction into your currency. Due to exchange rate changes, the final amount charged to your credit or debit card may be slightly different to currency conversion estimates.
Do I have to pay import duty and tax on my order?
Your local customs department may require you to pay import duty and tax. These fees depend on the value of your order and the import duty and tax rules for your country. We recommended you visit your country’s customs website to get an estimate of what you might be charged. We do not prepay or cover any import fees.
How can I change my order?
Please contact us at watches@tokyoflash.com (or use our online contact form) as soon as possible with your name, order number, and the change you would like to make to your order. You will need to contact us before we ship your order.
How can I cancel my order?
Please contact us at watches@tokyoflash.com (or use our online contact form) as soon as possible with your name and order number. You will need to contact us before we ship your order.
I am having trouble placing an order. What can I do?
Make sure you have entered your payment details correctly and that there are sufficient funds in your bank account. Make sure that your bank account or payment provider account is set up to allow overseas transactions. If you are still having trouble, please contact us at watches@tokyoflash.com or use our online contact form.
Do you offer gift cards?
Sorry, we do not offer gift cards.
Do you offer gift wrapping?
Sorry, we do not currently offer gift wrapping because sometimes packages are opened by customs for inspection.
Shipping & Delivery
Where do you ship to?
We ship to almost every country in the world.
How much does shipping cost?
We offer free shipping on all watches to all countries.
What shipping options are available?
The shipping options available depend on the country being shipped to. There will be at least one free shipping option for all countries. For some countries we offer additional expedited shipping options at subsidised rates.
All available shipping options will be displayed during the checkout process. Shipping options include: EC-Ship, E-Express, FedEx, Registered Airmail and SpeedPost EMS. These are all highly reliable services. Tracking information is provided for all watch orders with which you can check the delivery status of your order.
How long does shipping take?
The estimated delivery time will be displayed during the checkout process. Depending on the shipping option selected, the estimated delivery time is as follows:
• EC-Ship (3-5 business days)
• E-Express (7-14 business days)
• FedEx (3-5 business days)
• Registered Airmail (10-14 business days)
• SpeedPost EMS (5-7 business days)
Delivery times depend on the country being shipped to and are not guaranteed.
How can I track my order?
As soon as your order has been shipped, you will receive an email with a link to your tracking information. To ensure that the email to you does not get filtered, please add our email address, watches@tokyoflash.com to your contacts. Please allow 24 hours for tracking information to be activated. Your tracking link will provide the best possible updates as your order reaches you.
My order did not arrive. What can I do?
As soon as your order has been shipped, you will receive an email with a link to your tracking information with which you can check the delivery status of your order. If your order has not been delivered within 10 days, we suggest that you contact your local FedEx office or post office for an update. If you still can't locate your package, please contact us at watches@tokyoflash.com or use our online contact form. We'll be happy to help you.
I missed the delivery of my order. What can I do?
If delivery was attempted but you were not available at the time of delivery, you should contact your local post office or FedEx office to schedule a new delivery time. If you do not claim your package, eventually it will be returned to us. If you would like us to reship the order to you, we require you to pay the $25 shipping cost.
I received the wrong item or my item was damaged during shipping. What can I do?
Please contact us at watches@tokyoflash.com (or use our online contact form) as soon as possible with your name, order number, and explain the problem with your order. All orders are fully insured in the case of damage during shipping and in the rare event that you received the wrong item, we will reimburse your return shipping costs and send you the correct item as soon as possible.
Product Warranty
What warranty do you offer on your products?
All products have a 2 year worldwide warranty from the date of purchase. This warranty period supersedes the warranty period in watch user manuals if less than 2 years is listed. The warranty covers all genuine manufacturing defects which lead to product failure. In such cases our support team will find a resolution that best suits your situation and the product will either be repaired or replaced free of charge. The warranty does not cover accidental damage, misuse, neglect or unauthorized repair. We really want our customers’ watches to last for a long time. In the rare case that a repair is required, we keep spare parts for most watches and can repair watches outside of warranty for a nominal fee.
Returns & Exchanges
Do you offer extended holiday returns?
Yes! If you place your order between November 1st 2024 and December 26th 2024, your order is covered by our extended holiday returns policy. If you would like an exchange or refund please contact us at watches@tokyoflash.com (or use our online contact form) before January 6th 2025 and we will provide instructions on how to return your order. This supersedes the standard requirement to contact us within 48 hours of your order being delivered.
How can I arrange an exchange?
If you would like an exchange please contact us at watches@tokyoflash.com (or use our online contact form) within 48 hours of your order being delivered, and we will provide instructions on how to return your order. Your order must be returned in perfect condition, just as when you received it. If the product is damaged or scratched we cannot accept the return. Depending on the new product you want, we will either issue a refund for the price difference or provide a payment link so that you can make payment for the price difference. You will need to pay for returning the product using the cheapest possible method. Once your return is received, the new product you want will be shipped to you at no additional cost.
How can I arrange a refund?
If you would like a refund please contact us at watches@tokyoflash.com (or use our online contact form) within 48 hours of your order being delivered, and we will provide instructions on how to return your order. Your order must be returned in perfect condition, just as when you received it. If the product is damaged or scratched we cannot accept the return. You will need to pay for returning the product using the cheapest possible method. Once your return is received, a 100% refund on the price you paid will be issued.
Address for Returns & Exchanges
Tokyoflash Japan (Shipping & Service Center), 2104 Seapower Center, 73 Lei Muk Road, Kwai Chung, Hong Kong.
Watch Repairs, Servicing and Spare Parts
How can I get my watch repaired or serviced?
Please email us at watches@tokyoflash.com or use our online contact form. Please tell us your name, order number, the watch you have, and the problem you are experiencing. We will reply as soon as possible and advise you how to get your watch repaired.
Can you repair or service a watch not bought from Tokyoflash Japan?
Unfortunately we can’t repair or service watches not bought from Tokyoflash Japan.
How much do repairs cost?
Repairs under warranty are free of charge. All products have a 2 year worldwide warranty from the date of purchase. This warranty period supersedes the warranty period in watch user manuals if less than 2 years is listed. The warranty covers all genuine manufacturing defects which lead to product failure. The warranty does not cover accidental damage, misuse, neglect or unauthorized repair. We repair watches outside of warranty for a nominal fee.
How can I remove links from my watch strap?
We recommend that you take the watch to your local jewelry store or watch shop for strap adjustment. Links can be removed quickly and easily for a small charge.
How can I order additional strap links?
Please email us at watches@tokyoflash.com or use our online contact form. We keep a stock of strap links for most watches that we can send to you for a nominal fee.
How can I order a replacement part for my watch?
Please email us at watches@tokyoflash.com or use our online contact form. We keep a stock of parts for most watches that we can send to you for a nominal fee.
How can I order a replacement USB cable for my watch?
Please email us at watches@tokyoflash.com or use our online contact form. We keep a stock of USB cables for all watches that we can send to you for a nominal fee.
How do I know if the battery in my watch needs replacing?
If you own a USB rechargeable watch, the battery should not need to be replaced for many years. If you own a non-rechargeable watch and notice the lights on your watch getting dimmer, it is an indication that the battery needs replacing. Weak or dead batteries can damage the movement, so we recommend that you replace the battery as soon as possible. Do not wait until the watch stops functioning.
How can I replace the battery in my watch?
If your watch uses a standard watch battery, we recommend that you take the watch to your local jewelry store or watch shop for battery replacement. Battery replacement can be done quickly and easily for a small charge. For non-standard watch batteries, please email us at watches@tokyoflash.com or use our online contact form, and we will help you.
How can I clean my watch?
We recommend that you use a soft, damp cloth and avoid getting moisture in openings. Do not use household cleaners, solvents, sprays or strong chemicals.
How can I take care of my watch?
To ensure your watch has a long life, we recommend the following advice: avoid long term exposure to extreme temperature and direct sunlight, this can lead to the discoloration of material surfaces. Avoid exerting heavy pressure on your watch or dropping your watch. Avoid getting your watch wet. If you notice the lights on your watch getting dimmer, it is an indication that the battery needs replacing. Weak or dead batteries can damage the movement, so we recommend that you replace the battery as soon as possible.
Product Information
How can I find the user manual for my watch?
A user manual in English is provided with every watch. A PDF version of the user manual can be downloaded from the specifications tab on the product page for each watch.
How can I set the time, date or other functions on my watch?
Please ensure that you follow the instructions for setting the time, date and other functions in the user manual that came with your watch. For watches with a recessed set button, please use a thin tool such as a straightened paper clip to press the button. If you are still experiencing problems, please email us at watches@tokyoflash.com or use our online contact form.
What materials do watches sold by Tokyoflash Japan use?
An overview of the specification for each watch, including case, strap and clasp materials and watch dimensions can be found on the specifications tab on the product page for each watch.
What size strap do watches sold by Tokyoflash Japan have?
The approximate minimum and maximum strap size adjustment can be found on the specifications tab on the product page for each watch. If you need a longer metal strap, please email us at watches@tokyoflash.com or use our online contact form. We keep a stock of strap links for most watches that we can send to you free of charge.
What kind batteries do watches sold by Tokyoflash Japan use?
Please refer to the user manual supplied with the watch or the specifications tab on the product page for each watch to find out the batteries used.
How long will the battery in my watch last for?
For USB rechargeable watches, it depends on how often the light-up function is used, however, one full charge is estimated to last one month and there are 300 charges in one battery. For non-rechargeable LCD and LED watches, it depends on how often the light-up function is used, however, the battery is estimated to last for one year. For analog watches, the battery is estimated to last for up to 2 years.
Are watches sold by Tokyoflash Japan water resistant or waterproof?
Most watches sold by Tokyoflash Japan are water resistant to 3ATM. This means they can resist splashes of water and rain but should not get excessively wet. They should not be used in the shower, for washing the dishes, swimming or for other water related activities. Watches sold by Tokyoflash Japan are not waterproof and should not be submerged in water. Where applicable, water resistance information can be found on the specifications tab on the product page for each watch.
Sold Out Products
The product I want is sold out. When will it be back in stock?
All products are made in limited edition production runs. If a product is in the watch museum or is sold out, it is unlikely that it will be made available again. To be notified about products being back in stock, please subscribe to our newsletter and follow our social media channels where we will make such announcements.
Wholesale
Can I sell your products in my shop?
We primarily sell directly to our customers through our website. Due to the exclusive nature of our products, we very rarely make them available for wholesale. If you have an inquiry, please contact us at watches@tokyoflash.com or use our online contact form.
Official Distributors
Our official distributors are listed below by territory:
• Vietnam: Seroak Trading and Service Joint Stock Company. 52 Dong Du Street, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam.
Miscellaneous
Still have questions?
Please contact us at watches@tokyoflash.com or use our online contact form.