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FAQ - Frequently Asked Questions

PAYMENT & SECURITY

  • What payment methods are accepted on your e-commerce?

Visa, Mastercard, Paypal, Stripe

AUTENTICITY

  • How do I know whether my Daniel Wellington is authentic?

Ultra watches are provided, among other things, with a serial number as authentication tool. However, we at Customer Support cannot identify, whether your Ultra products are authentic or not. Thus, the best way for you to be sure, that your Ultra watch is authentic, is to purchase it directly from our website.

WATCHBAND

  • Can I wash my watchband?

Leather watchbands – We do not recommend you to wash the leather wristband. Exposure to water can dry the leather and possibly cause damage to the wristband. However, a local watchmaker or watch retailer may have cleaning products specifically designed for leather.

Mesh watchbands- After removing the watch face from the wristband, gently scrub the mesh strap with a mix of water and just a little bit of detergent using a toothbrush or similar item to get in-between the spaces of your band.

TIMEPIECE

  • Is my watch waterproof?

The water resistance of an Ultra watch is 1 ATM / 10m, which means it is rain/splash resistant but should not be exposed directly to water. We recommend taking off your watch before showering, bathing, swimming, or engaging in any activity that may involve prolonged exposure to water.

  • What time of movement is used?

The movement of the watches in the "Automatic" collection is a Seiko NH15 - 3 Hands / Date, while that of the "Quartz" breakfast is a Seiko TMI VJ33B - 3 Hands / Date & Day.

CHANGE & CANCEL

  • Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you contact us and cancel the incorrect order.
Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

  • Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter. 
In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.
When requesting for an address change, we need the following the following information:
- First and Last name
- Street name and number
- Zip code and City
- Country
- Phone number

Kindly note that this process may delay the delivery time; Ultra is not responsible for any delay in delivery due to an address change requested by the customer.

  • How do I cancel my order?

Cancellation after the order has been dispatched is not possible; in cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with Ultra by email and this email has been acknowledged by Ultra. Where stock may be unavailable, Ultra reserves the right to cancel any order. We will notify the customer of a replacement or any equivalent products where possible. If Ultra receives a package that has not been collected from the post office (or equivalent shipping office), we reserve the right to charge you for all costs that we incur from handling your order and shipment. An invoice will be sent to you and settlement of the invoice must be made within 10 days.

SHIPPING

  • From where are your products shipped?

All orders are shipped from our warehouse in Hong Kong, China.

  • Is shipping free?

Free standard shipping is provided by Ultra when purchasing a timepiece.

RETURN & EXCHANGE POLICY

  • What is your return policy?

A non-defective product is eligible for refund if the item is returned unused, undamaged, in its original packaging within the 14 days of receiving the item. The refund will not include original shipping cost and custom duties. Ultra will not be responsible for the cost of return shipping. 

  • What is your exchange policy?

Only defective items are eligible for exchange if the item is returned unused, undamaged, in its original packaging within the 14 days of receiving the item. Return costs remains the responsibility of the customer.

  • Have you received my return?
Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.
We appreciate your understanding that, although we work as quickly as possible, it is possible that this process may take 1-3 business days to complete.
If you have any questions, feel free to  contact us.
For more information about our Return Policy please go to this link.
  • When will I receive my refund?

The refund will be processed within 2-7 days of receiving your returned package. 

SECURITY & CURRENCY 

  • Which currency is displayed on the website?

The prices visible on our website are stated in USD. These prices exclude possible duties and taxes which are either added or deducted at the checkout.
Ultra is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company, respectively.