text.skipToContent text.skipToNavigation


FAQs

Registration

1. Can I make a purchase without being a registered member of the Boutique Online?
You can make a purchase without being registered.
<< Benefits of membership >>

When you register, you can save your name and delivery address, view your order history, etc. You will find of list of other benefits below.

  1. Auto-complete of main fields
    The name and delivery address are displayed automatically on the payment page.
  2. Order history
    You can view your previous orders.
  3. Wishlist
    You can save your favourite products.
  4. Address book
    You can save your delivery data for future use.

2. Can I register without entering my address and contact details?
No, you cannot register without entering the required data.
You must enter your name, email address and phone number.
If your registration data is incorrect or incomplete, we may contact you. We may also cancel your registration and your order.
3. Can I register using an address abroad?
Please register using an address in France (excluding Oversea Departments and Territories), Italy (excluding Campione d’Italia, Livigno, The Italian Waters of Lake Lugano), Germany (excluding Heligoland and Busingen), The Netherlands, Belgium, Luxembourg and Monaco.
4. I forgot my password.
Please see Article 5: Login ID and password in "Terms of Membership".
5. Can I update my account information, such as my name, address and email address?
You can update all your registration data in the "My Profile" section in "My Account".
However, you cannot modify your order history.
6. Can I add a new delivery address or modify an existing one?
You can add a new address or update your existing address in the "Address Book" section of "My Account".
However, you cannot modify the address displayed in the order history.
◎ You can save several addresses in the "Address Book".
◎ You can set one of your addresses as the "default address". This address will be automatically entered as the delivery address on the payment page.
7. I would like to cancel my membership.
Please see Article 11: Cancelling membership in the "Terms of Membership".

【Notification concerning membership cancellation】
The benefits of membership (such as “Order History”, “Address Book”, etc.) will no longer be available and registration data will be deleted following cancellation of the account. Note that all your data will be deleted.

Grand Seiko Newsletter

8. I would like to subscribe to the "Grand Seiko Newsletter".
You can subscribe to the "Grand Seiko Newsletter" if you are a member.
In "My account", go to "My profile" at the top of the page and select "Yes, Please" in response to the question "WOULD YOU LIKE INFORMATION ABOUT GRAND SEIKO?".
9. I would like to unsubscribe from the "Grand Seiko Newsletter".
In "My Account", go to "My Profile" at the top of the page and select "No, Thank you" in response to the question "WOULD YOU LIKE INFORMATION ABOUT GRAND SEIKO?".
10. What kind of news and information are in the "Grand Seiko Newsletter"?
You receive all our latest news, for example about our new products, or information about our promotional campaigns.

Orders

11. Can I check to see if my order is correct?
When you place an order, you receive an "Order Confirmation" email. This enables you to check your order information, such as the products ordered, the delivery address and the payment/billing address.
Please check the details contained in the email and save it, or print it out and store it safely.
If you are a member, you can also check your order details in the "Order History" at the top of the "My Account" page.
12. I placed an order, but I did not receive an "Order confirmation" email.
If you do not receive an "Order Confirmation" email, and even if an order number was displayed on the screen after you placed the order, it is possible that your order was not processed correctly for some reason.
Sorry for your inconvenience, but please contact us.
13. Can I change the products in my shopping bag?
You can modify the contents of your shopping bag in terms of the products and quantities until you have clicked on the "CHECKOUT" button.

◎ When you click on the "PLACE ORDER" button on the payment page, you can no longer modify or cancel your order yourself. In this case, please do not hesitate to contact us and specify the order number in your message. We apologise for any inconvenience.
14. I would like to group my orders together in a single delivery.
Please contact the store in which you placed your order and give them your order numbers. (Click here to display the contact details)

Products

15. Can I reserve a product?
We cannot accept the reservation of any products listed in Boutique Online.
16. Can I order the pre-released products?
You can order the pre-released products in Boutique Online. After the release date, you can pick them up at the boutique or receive them at your shipping address.
17. Are products listed as "Out of Stock" permanently unavailable?
Certain products may be restocked.
If you are waiting for a product to be restocked, you should click on the "Notify Me" button on the product page.
The product is added to "Stock Notification" at the bottom of the "My Account" page. We will contact you as soon as the product is available.
(Only members have access to this service)
18. Can I purchase the products I saw in Boutique Online at the real boutique (Grand Seiko Boutique Vendôme)? I would like to purchase the products after checking the real ones.
Yes, as long as the store has them in stock. We recommend you to contact the store before your visit.
19. I cannot find the product I saw in Boutique Online just a few days ago.
It is possible that the product is out of stock or temporarily unavailable.

Delivery address and information about the recipient

20. I placed an order but the delivery address is not displayed.
You must log in to your account. Once you have logged into your account, you can use the "Address Book" function on the payment page.
21. I want to change the recipient's name to a company name.
Enter your request in the "Specific Instructions" at the bottom of the confirmation page.
22. I would like to have the products delivered to different addresses. Is there a simple way to do this?
Products that are part of the same order cannot be delivered to different addresses. You must place a separate order for each address.
23. Can I specify several delivery addresses for one order?
You can specify only one shipping address for one order at Boutique Online.
If you would like to have your products delivered to different addresses, please place a separate order for each address.

Wrapping

24. Can you pack two products in a single gift gift-box?
We only pack one product in one box.
25. I ordered multiple products. Could you help me recognize which box is for which product?
We will tag the product with product name or color etc., even if you do not request us. You can take off the tab easily.

Deliveries - Prices and days

26. How much are the shipping costs?
Shipping is free.
27. After a product has been ordered, how long does it take for it to be delivered?
Please refer to the "Product Delivery Time" section of the "Legal Notice".
28. Can I specify the delivery day and time?
Please contact your store. (Click here to display the contact details)

Deliveries_Other

29. Can I specify a particular delivery company?
We only use UPS. Therefore, you cannot specify another company.
30. I want to check if my gift has been delivered.
You can check the status of the delivery by clicking on the "Confirm Delivery Status" button in the "Delivery Notification" email.
31. Can I have products delivered abroad?
The delivery address must be in France (excluding Oversea Departments and Territories), Italy (excluding Campione d’Italia, Livigno, The Italian Waters of Lake Lugano), Germany (excluding Heligoland and Busingen), The Netherlands, Belgium, Luxembourg and Monaco. We apologise, but we do not offer deliveries outside of this area.

Payment

32. What payment methods are available?
We only accept payments by credit card.
33. I would like a receipt.
If you need a receipt, please input your "Request a Receipt" in “Special Instruction” at the bottom of the confirmation page. Enter the name of the recipient (e.g. your own name or the name of your company) along with the details to be included (e.g. "cost of goods" or "cost of gift").
We cannot provide you with a receipt if you do not specify the "name of the recipient".
34. There is no credit card withdrawal. Did I purchase correctly?
The order date at the Boutique Online and credit card billing month may differ. We will send you an "Order Confirmation" by email, specifying the amount to be invoiced. Please contact your credit card company for further details.

Other

35. I would like to cancel my order.
Please refer to the information on "Cancellations / Returns / Exchanges" in the "Legal Notice".
36. I received faulty products.
We do our utmost to check the quality of our products. In the event of a problem, please refer to the information on "Cancellations / Returns / Exchanges and the handling of defects and damage" in the "Legal Notice".
37. The product previously purchased in Boutique Online has been broken. Can you repair it?
Please contact Grand Seiko Customer Service at sav@grand-seiko.eu.
38. Can I check my order history?
The "Order History" feature is only available to Boutique Online members.
If you placed an order while logged in as a member, your order details will be saved in your "Order History", which you can consult via "My Account".
If you are not a member, or if you placed an order without being logged in, then details of the order will not be saved in the "Order History".
Please wait...