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Frequently Asked Questions
Product
In general, our straps and cases are compatible with all series, depending on the case/strap style you like, and the size you are looking for.
Super simple! you can check the underside or back of your Apple Watch, and you will see the MM size stated there.
Visit this page to see a full tutorial on how to set up and install your Apple Watch in your watch case.
Visit this page to see a tutorial on how to resize your strap.
Our rubber and stainless steel straps are water resistant thanks to our special method of PVD coating, however, we do not recommend you submerge or swim with any of our leather straps and cases.
Absolutely! You do not need to remove the watch from the case for charging.
One of the important steps prior to installing your new watch case is to turn your Apple Watch off. If the touch screen is not being responsive, restart your watch so it will detect that there is a case around it.
We suggest the following care instructions to maximize the life of your cases and straps:
Metal Watch Cases and Straps: All metal cases and straps are protected with high quality plating and PVC coating to prevent tarnish and to resist abrasion. To preserve this plating, avoid contact with lotions, chemical cleaners, hair products, lotions, and especially perfume. When wearing perfume, allow it to dry before putting on your shiny new jewelry. Clean with a damp cloth to keep fresh and shiny. Use mild soap if necessary. Dry completely before storing. Store in a dry place. If packed for travel, lay watch bands flat in the original packaging or in our jewelry case. Avoid contact with other metal pieces to prevent scratches.
Leather Watch Bands: Your leather band will soften and conform to the shape of your wrist over time after a few wears. Avoid contact with lotions, chemical cleaners, and especially perfume. Occasionally clean your leather band and any metal accent with a damp cloth. Use mild soap if necessary. Dry completely before storing. Store in a dry place.
Orders & Shipping
Your order will be processed within 1-3 business days.
*Please note: All orders on cases will be shipped by September 7th - September 8th
We ship worldwide!
Please note delivery estimates are just that. They are not guaranteed delivery times and should not be relied upon as such.
Delivery times will depend on where you are located, our shipping partners, and the service of your choice.
Please see below:
Hong Kong
- Standard - FREE
1-2 business days
Singapore
- Standard - FREE
4-7 business days
United Arab Emirates
- Standard - FREE
4-7 business days
United States
- Standard - FREE
10-15 business days
- Express (FedEx) - $25 USD
5-7 business days
Rest of the World
- Standard - FREE
10-15 business days
- Express (FedEx) - $25 USD
5-7 business days
Please see the shipping timings below:
- Hong Kong – Next Business Day
- Singapore - 4-5 Business Days
- United States - Within 10-15 Business Days for standard shipping, and 5-7 Business Days for express shipping
- Rest of World - (may vary based on location)
Orders placed by 12:00 PM HKT, Monday through Friday, will ship out the same day. Orders placed after this time will ship the next business day.
You can find your tracking information via the shipping confirmation email when we successfully fulfilled your order.
Orders will ship from Hong Kong where we’re proudly based.
Please note that you are responsible for any such extra taxes or fees your government applies to get the package delivered. UNSTRAP will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control, and is in the control of your countries' officials and mail systems.
If you need to make changes to your order information such as your name, shipping/billing address, style/size chosen etc., email us as soon as possible at info@unstrap.com.
We're sorry to say your payment method cannot be changed once your order is placed.
We'll help make any of those changes before your order is fulfilled and shipped out, however after this, we can't make any more changes to your order.
If you've changed your mind, you may cancel your order within 1 hour after placing your order and email us at info@unstrap.com, with your name and your order number.
Please note that there will be a 5% cancellation fee deducted from your refund prior to it being issued back to you.
Returns & Exchanges
We accept returns or exchanges for all orders on our site within 30 days after receiving your order. Please note that only items purchased directly from our official UNSTRAP online store will be accepted.
(Please note: Purchases on items marked as FINAL SALE or in our Last Chance collection are final - no returns or exchanges will be accepted.)
Please note our default refund method is store credit, which you may apply towards any future purchases at unstrap.com and will be granted within 7 working days of return processing after returns are inspected and approved.
We strive to deliver the best product and service to all our customers, and we're sorry if this is not the case for you. Reach out to our team at info@unstrap.com as soon as possible and we're happy to provide an exchange. Please report any defects to us within 3 days after receiving your order.
To start the return/exchange process, please contact our Customer Support team at info@unstrap.com and include the following information:
- Email Subject: Return/Exchange Request (Order # here)
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Please note that you are responsible for the return shipping fee and we recommend including tracking to ensure your return reaches us safely.
We only cover return shipping fees if you received a defective product for your order.
Once your return is well received by our team, please allow within 2 working days for inspection. Once your return is accepted, we will begin processing either your store credit refund (for return request), or new item (for exchange request).
Warranty
Yes we do offer a 12-month warranty. You can read about our guarantee and return policy here.
Others
Yes we do! Simply reach out to info@unstrap.com if you would like to make any arrangements.
No, including any gift cards that were issued as refund from order returns.
