Questions & Answers

Below we have tried to answer the most asked questions. If you have a question that is not answered, please send us an email using the contact form.

Tip: Click on a question to scoll to the answer. Click again on the answer to scroll to the top.

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Isn't All about service?

Questions & Answers

Below we have tried to answer the most asked questions. If you have a question that is not answered, please send us an email using the contact form.

Tip: Click on a question to scoll to the answer. Click again on the answer to scroll to the top.

Questions & Answers

General

1. How did you arrive at the "FORaSEC" name?

2. How large is the FORaSEC company?

Order Process

3. How do I order via the web shop?

4. How can I pay the order via the web shop?

5. Will I get documents with my watch?

6. What happens when the product I ordered is out of stock?

7. Can I cancel my order before shipping started?

8. How are products shipped?

Warranty & Returns

9. What do I need to do if the product I receive is broken or damaged?

10. What is your warranty policy?

11. What is your return policy?

Service

12. Who can service my watch?

Privacy

13. How do you treat my personal data?

Pricing & Taxes

14. Do FORaSEC prices include VAT (value added tax)?

15. What about duties and import taxes?

Answers

General

1. How did you arrive at the "FORaSEC" name?

Well, not that easy to answer really. Looking for a suitable name with a link to time or watches, I realized that "For a Sec" is something normally added to a question like in "Can you come over here for a sec?". I started noticing it every time we said it in our family and it reminded me how I, as a guy, approach browsing on the Internet. 

You just go some place "for a sec" and end up surfing for hours. Maybe that is the intention behind the name, who will tell? To lure you here just "for a sec" and have you browsing around the beautiful timepieces we have on offer and check your paypal balance at the end of it. Grin. 

The lesson is: You can come in For a Sec, but you are welcome to stay much longer. You even can return as often as you like!

2. How large is the FORaSEC company?

Teeny, tiny. A typical "grown out of the barn" operation. To run a web store is a lot of work, but - if organized well - doesn't have to take a lot of space. Nor personnel. 

So it is a one-guy operation with some (hired) help of specialists. Because, well, I am better at talking watches then designing web sites or doing the bookkeeping.

Order Process

3. 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:
1. Selection of the article(s) and place the order (by clicking "add to cart")
2. From the shopping cart view, choose "next step" to enter your invoice address details and accept the general terms and conditions
3. If required, choose to enter a different delivery address
4. Choose the shipping method
5. Choose the payment method
6. Final check of the order (overview)
7. Confirm by choosing "Accept and pay"
Your order has now been processed. You will be guided to a DocData screen for payment or to PayPal. Finally 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.

4. How can I pay the order via the web shop?

We work together with DocData Payment Systems to securely handle your payment. The payment methods that can be used depend on the country from which payment is made. 

Some methods available:
- Local bank transfer (transfer to a DocData bank account in your country: no hassle.)
- 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. If you are using internet banking from ABN AMRO, Fortis, Postbank, Rabobank or SNS Bank, you can pay directly using iDEAL. 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
- International bank transfer (transfer to an international DocData bank account, using IBAN/BIC)

5. 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 ia up to each supplier, but is common practice.

6. 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.

7. 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 sales@forasec.com 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.

8. How are products shipped?

The products are shipped using the following methods:
- Secure shipment by FedEx for shipments to The Netherlands, Germany, Belgium and Luxembourg. The shipment includes track & trace via internet. Price to these countries is Euro 12,99.
Secure shipment by FedEx to countries in the EU. The shipment includes track & trace via internet. Price for the main countries is Euro 25,-, some countries (BG/CY/CZ/EE/HU/LV/LT/MT/RO/SL/SK) Euro 35,-. Price wil be calculated in the order process depending on destination.
- Secure shipment by Fedex to destination countries outside the EU. The shipment includes track & trace via internet. Price for most countries is Euro 35,-. Price wil be calculated in the order process depending on destination.
- In a so-called cushioned air-envelope. This is only possible for goods up to a value of € 100,- 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. Exception to the rule is Stuckx.


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 35 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.

Warranty & Returns

9. 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 service@forasec.com (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.

10. 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.

11. 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 sales@forasec.com. 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.

Service

12. Who can service my watch?

For (possible) issues during the 24 months warranty period, please contact FORaSEC via service@forasec.com. 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.

Privacy

13. How do you treat my personal data?

Personal data
We respect your privacy and will not ever show, share, rent, sell or otherwhise hand over your personal data to third parties, unless this would be required to ensure proper processing of an order (bank,shipping company).

You will only receive email from us related to an order, registration, as answer to a question or by subscribing to our newsletter, service email or reservation list. Unsubscribing from these lists is easily done by clicking the link at the bottow of each newsletter (or sending us an email).

Information you provide
You will only be asked to provide information if you place an order or subscribe to the Stuckx newsletter or reservation list. This information is provided by you on a purely voluntary basis and you are only asked for the minimum information needed to either process your order or add you to the mailing list.

If you make a direct online payment, your order is processed through an authorised payment gateway (e.g. PayPal, iDeal) and forwarded to Stuckx, your card number is not included in the information we receive. A hard copy of your order details is retained for accounting purposes only. Your details are not made available to any third party except for the taxation authorities if so required by them as part of an audit of our accounts.

Pricing & Taxes

14. 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).

15. 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 Value Added Tax but may be liable for import duties at the rate set by your own country. FORaSEC does not prepay duty or taxes.

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.