FAQ

our difference

specs

Shipping

RETURNS & EXCHANGES

warranty

Engraving

• Where can I read truthful reviews of Vincero Products?

  All of our on-site reviews are genuine from verified online buyers. Our products are highly rated (with over 13,000 5-Star reviews) on Google and Amazon and you can read the reviews on our page HERE.

• If your products are the quality you say they are, why do they cost so little?

  It really comes down to our manufacturing process. You can develop extremely high quality products if you control every step of the process. That's why we source our own materials, from the leather and glass to the Italian marble. From there everything comes down to your quality control process. Unlike our competitors we hand-check every single product that comes off our line. That means a full-time employee of Vincero checks each product before it goes to packaging. This is the only way to ensure everything we ship out meets the quality standard that every customer deserves.

  Finally, we deliver all of our products direct to our customers. We charge what we need to, not what we can. It’s a straight-forward system, we think more people should follow.

• Why are you called Vincero?

  Vincero meaning 'to conquer' is an ode to the famous saying, "I came. I saw. I conquered." Here at Vincero we create products for those unstoppable individuals who understand your legacy starts at the end of your comfort zone. Time is what you make it and wearing a Vincero reminds you to LIVE YOUR LEGACY.

• Is Vincero interested in my feedback?

  Yes, we are! If you have any suggestions, constructive criticism, or general feedback for the Vincero team, please do pass that along here.

• What kind of stainless steel do you use?

  All of our watches feature 316L surgical grade stainless steel.

• What kind of coating is used on your watches and will it tarnish?

  Our watches feature PVD coated stainless steel. It is wear, scratch and corrosion resistant. PVD coating is an innovation in the creation of colored stainless steel making the surface significantly harder and more durable in the process.

• How do I use my Chrono-S watch?

  You can find instructions for your watch: HERE.

• How do I use my Bellwether?

  You can find instructions for your watch: HERE.

• How do I use my Rogue?

  You can find instructions for your watch: HERE.

• How do I use my Altitude?

  You can find instructions for your watch: HERE.

• How do I use my Vessel?

  You can find instructions for your watch: HERE.

• How do I use my Womens watch?

  You can find instructions for your watch: HERE.

• What type of movements do you use?

  It depends on the watch. Our Chrono S, Kairos, Altitude, Men’s Marble, Eros, Kleio, and Women’s Marble watches use a Citizen Miyota Quartz Movement. The Bellwether and Rogue watches uses a Seiko Mecha Quartz movement and the Kairos Automatic watches use a Citizen Miyota Automatic movement.

• What type of batteries do you use?

  It depends on the watch. Our Chrono S, Kairos, Men’s Marble, Eros, Kleio, and Women’s Marble watches use a SR927W battery. The Bellwether and Rogue watches use a 394 SR936sw battery. The Altitude watches use a SR621SW battery. The Kairos Automatic does not require a battery.

• What type of leather do you use?

  We use Genuine Italian Leather for all of our leather bands.

• Are Vincero watches water resistant?

  Indeed, every watch we sell features at least a 5ATM level of water resistance. Feel free to wash your hands or come in contact small amounts of water (splash proof). Just know, swimming in general or diving off the coast of Thailand isn't what we mean by water resistant. Some of our higher priced watches do feature a 10 ATM level of water resistance. At this level of water resistance swimming is encouraged.

• Are your watches luminous?

  There is a small strip of luminous material on the hour and minute hand of most of our watches, although we don't recommend relying on these strips to tell time in complete darkness. Our Altitude collection features Swiss Lume technology, which creates a stronger luminous effect and the ability to tell time in darkness. This lume works on a 3:1 ratio of light to darkness. For example, if the watch is exposed to sunlight for 30 minutes, the lume would be activated for about 10 minutes.

• How do I re-size my watch?

  In order to adjust the size of your watch, we strongly recommend that you bring it to a watch repair shop (ideal option), or virtually any jewelry store at your local mall. They have the correct tools necessary to size the watch. Please note the arrows on the inside the band that identify which way to hammer the pins out of the watch.

• How do I reset the second hand?

  Pull the crown all the way out, press and hold down the button above the crown until the second hand is at the desired position. Push the crown all the way back in.

• When do you ship?

  We send orders out Monday-Friday 8:00am-5:00pm PST excluding holidays. If you order before 9am PST, then it will ship same day. Once your product has left our warehouse you will receive a confirmation email with a tracking number.

• Do you ship internationally?

  With customers all around the world, we are happy to send our products to anywhere that has an address or P.O box. For International orders shipping rates will be provided at checkout, but do not include potential charges from customs. Your local government may also charge VAT and/or customs duties. Our support team is eager to address any questions you have. If you have any questions or want to confirm that we ship to your country, please send us an email at support@vincerocollective.com!

• Will I have to pay taxes and duties?

  Great question! This completely depends on your country… We do ship any order over $50 free worldwide, but that does not include any VAT, import taxes, or fees charged by your local customs authority (except orders shipping to Germany, the Netherlands, Saudi Arabia, and Canada, please see below). Unfortunately, at this time we are unable to cover any VAT, import taxes, or fees charged by your local government due to the fact that they vary in each country. Please note that this fee is not incurred by Vincero, but your local government. If you have any questions please reach out to your local customs office. If you have any other questions please email us at support@vincerocollective.com We are more than happy to help!
  
  For our Canadian customers we are offering the ability to pre-pay Customs D&T during checkout. Although this may appear to be a more expensive option we highly recommend you purchase shipping with DDP. Choosing this option will avoid customs & VAT clearance delays that are often experienced.
  
  If we are shipping your order to Germany or the Netherlands D&T is inclusive of the price you are paying on our website. If your order is shipped from the United States your order will be shipped DDP.
  
  A note for our Saudi Arabia customers: As of January 1st, 2020 all international shipments to Saudi Arabia must be shipped via a duties and taxes paid service. In order to comply with the new regulations taxes and duties must be paid at checkout. Despite the added cost, paying duties and taxes upfront will allow us to provide a better experience for all of our customers in Saudi Arabia. If you have any additional questions please reach out to us at support@vincerocollective.com.

• How long do I have to change or cancel my order?

  Please contact us immediately at support@vincerocollective.com if you need to make any changes to your order. Once your package has shipped, we can't make any further changes.

• What are your average delivery times?

  Please see our SHIPPING PAGE for a breakdown of shipping options and delivery times.

• How do I track my order?

  Once your order has shipped, you will receive tracking information via email. If you can't find that email, email us at support@vincerocollective.com and we will forward you your tracking information.

• My tracking number isn't working. What should I do?

  New tracking numbers usually take up to 24 hours to activate from the time you receive your shipping confirmation. If it's been more than 24 hours and your tracking number still isn't working, email us at support@vincerocollective.com and we'll help ensure you get your package!

• If my product is preorder will my other items ship?

  It depends. If you would like your order split into two shipments, please let us know immediately at support@vincerocollective.com and we will adjust your order accordingly.

• What is your return/exchange policy?

  If you are not 100% satisfied with your purchase, you can return it to us within 365 days free of charge. Please note that items returned within 365 days can be refunded to the original payment source.

  Returns are only accepted for items purchased directly from the Vincero website. Returned items must be received in new, unused and re-sellable condition. The original packaging and any protective coverings and product information must still be on the product and in the packaging. Shipping costs of returned items are non-refundable.

  Please view our full return policy HERE.

• How do I exchange or return a product?

  We want you to love your product — pretty simple, right? If not, you can exchange or return it so long as:

  1. Your items are unworn, undamaged, in re-sellable condition, (i.e. no creases on band), and in their original packaging.

  2. Your return request is submitted within 365 days of receiving your original order.

  Please view our full return policy HERE.

• How soon will I get my refund?

  You should receive your refund within two weeks of us receiving the return.

• Who covers the cost of the return?

  At this time, the customer is responsible for shipping any returned items back to our office. All returns and exchanges must be sent back within 30 days of original purchase. If you have any questions about a return please send us an email at support@vincerocollective.com. We are more than happy to help!

• Can I return a product I purchased on sale?

  Unfortunately, all sale items on the last call page are final sale. We will not be accepting returns or exchanges for these items. Surplus products still come with our 2-year manufacturer’s warranty. If you have any questions please reach out to support@vincerocollective.com.

• Are there are discount exclusions?

  Yes, during sale periods discounts will not apply to already marked down products and you are also unable to apply discount codes during sale periods.

• Is there a warranty on Vincero watches?

  Yes, we offer a 5-year limited warranty that covers manufacturer's defects for five years after the original purchase date. If the watch parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. More questions? Give us a call: +1 (888) 874-3450 11am-2pm PST Monday-Thursday. (This warranty policy also applies to all bracelets, straps, and sunglasses)

• What part of the watch can you engrave?

  We only offer engraving on the casebacks of our watches.

• Can I choose between different fonts?

  At the moment, we are only offering one font and it can be previewed in the engraving pop up.

• What watches can be engraved?

  Currently, we only offer engraving on the Chrono-S, Kairos, Eros, and Eros Petite collections. We are working to add more collections.

• Can I return a watch that has been engraved?

  Customized watches are not eligible for returns. However, they are still covered under warranty and can be sent in for repairs.

• How long does it take to ship an engraved watch?

  We aim to process your engraving within 48 hours. However, we suggest adding an additional 2-3 business days to your selected shipping method. There may be longer delays during the holidays as it is all done in house. Please note: domestic orders with overnight shipping will still take 2-3 business days to engrave. Once the item is complete, the watch will be shipped via Fedex Expedited shipping.

• Is overnight shipping available for international engraving orders?

  No. We don't currently offer international overnight shipping on engraving orders.

• Can I rush order a watch with engraving?

  At this time we don't support expedited engraving. All of our engraving orders are processed on a first come first serve basis.

• Oh no! I made a spelling error or I want my message to be changed. How long after I place my order do I have to contact support for revisions?

  Our goal is to get every order correct. Our internal team audits all messaging prior to engraving. If you believe you made a spelling mistake or would like to change the phrase, please reach out to our support staff ASAP at support@vincerocollective.com. We cannot promise your change request will be honored, but the sooner the request has been made the better chance we will have.

• I want to place an order for a larger group. How can I do this?

  Contact support@vincerocollective.com and we’ll get you squared away!