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A QUESTION?
PRACTICAL INFORMATION
What is the address and opening hours of the official store in Paris?
Our official GUSTAVE & cie boutique is located at 2 rue Bénard, Paris 14e. Discover all our watch collections at our boutique from Monday to Thursday from 9:30 am to 6:00 pm and on Friday from 10:00 am to 4:00 pm.
Where can I find our retail stores?
We have several retailers in France and abroad. You can find the full list in our "Shop" section at the following link: https://www.gustave-et-cie.fr/points-de-vente/
If you wish to purchase a product from one of our retailers, we recommend contacting them beforehand to find out if they have the product you want in stock.
MY ORDER
Is it possible to modify or cancel my order?
Yes, you can modify or cancel your order as long as it has not been shipped. Contact us as soon as possible by email at contact@gustave-et-cie.fr, by phone at 01 88 33 91 40, or via our contact form.
Once your order has been shipped, you can take advantage of our return and exchange policy. Exchanges are free within 30 days of receiving your order.
For an order with engraving, the customization can no longer be modified or canceled once the engraving process has started.
What should I do if the product I ordered is defective or missing?
If you notice a problem upon receiving your order, please contact our customer service team and specify the nature of the issue.
If only the packaging is damaged but the watch is in perfect condition, no further action is required. If the watch itself is damaged or has a defect upon delivery, we will replace it with a watch in good condition.
How can I return my order?
You have 30 days from the receipt of your order to request a return or exchange.
To make your return, use our return form available from your customer account. If you encounter a problem with it, contact us so that we can assist you with the process.
Returns are free in France and the European Union. For international returns, the return shipping costs remain the responsibility of the customer.
Exchanges are possible within 30 days of receiving the order. Products must be returned in good condition.
Products personalized by engraving are excluded from the right of withdrawal.
Access the return form
What should I do if I experience a problem with my watch?
If your watch is malfunctioning, please contact our customer service team by email, phone, or via our contact form.
We will work with you to determine the nature of the problem and the next steps. If a return is necessary, we will cover the return shipping costs and send the watch to our workshops for repair or replacement of the necessary parts.
Processing typically takes 10 to 15 days, depending on the nature of the work required.
DELIVERY
How can I track my package?
Once your order has been prepared and handed over to the carrier, you will receive a shipping confirmation email containing your tracking number.
You can also find the tracking information in your customer account.
Our shipments are handled by Colissimo, Mondial Relay and Chronopost, as well as by Colissimo's partners for certain international destinations.
Do you ship internationally?
Yes, we deliver to the countries available at the time of your order.
The shipping costs and options offered are automatically displayed during checkout, based on your delivery address.
For deliveries outside the European Union, any customs duties, import taxes, and customs clearance fees remain the responsibility of the customer.
What are the shipping costs and delivery times?
Shipping costs depend on your destination country and the shipping method you choose.
Mainland France
Europe
International
Estimated delivery times are as follows:
Mainland France
Europe
International
These times are estimates and refer to the transit time from the moment the parcel is dropped off with the carrier. They are provided by the carriers and may vary depending on the destination or delivery circumstances.
MY WATCH
Which case size should I choose?
At GUSTAVE & Cie, there is no single ideal watch size: the choice depends notably on your wrist size and personal preferences.
As a general guideline, if your wrist measures less than 15 cm, we recommend a 36 mm case. If your wrist measures more than 18 cm, a 40 mm case may be more suitable.
Learn more
What is the water resistance of my watch?
All our watches are water-resistant up to 5 ATM. They are suitable for everyday use, such as washing your hands, but are not designed for prolonged immersion.
The Jules, on the other hand, is water-resistant to 20 ATM and can be used for swimming and certain water activities.
However, we recommend checking the specific usage precautions for your model.
How long does the battery in my quartz watch last?
The average lifespan of a battery is approximately 2 years, depending on the model and how the watch is used.
The battery can be replaced by a jeweler or watchmaker.
Is it possible to have my watch engraved?
Yes, you can personalize your watch with an engraving directly when placing your order on our website.
Engraving is available for €19 for quartz models and €38 for automatic models.
For automatic models, engraving requires the assembly of a new watch and thus adds a delay of about one week to the preparation of your order.
What is the warranty period for my watch?
All our watches are covered by the applicable statutory warranties as well as our 2-year commercial warranty.
To learn more about the warranties and their terms and conditions, please consult our General Terms and Conditions of Sale.
What does the warranty cover?
Our commercial warranty covers malfunctions resulting from a manufacturing defect or a defective part under normal use of the watch. It also covers the battery replacement of quartz watches during the commercial warranty period.
It does not cover, in particular, normal wear and tear, straps, damage resulting from impacts or improper use, improper immersion, or unauthorized intervention on the movement.
In the event of a problem, contact our customer service. If necessary, we will arrange for the return of the watch and send it to our workshops for repair or replacement.
USE OF WATCHES
How do I tell the time on my 12-hour watch?
Our 12H single-hand watches display both the hour and minutes simultaneously with a single hand.
Telling the time is deliberately more intuitive and less precise than on a traditional watch, in the spirit of the GUSTAVE & Cie philosophy: taking the time to look at time differently.
Depending on the model, the markings allow you to read the following intervals:
How do I read the time on my 24-hour watch?
Our 24H single-hand watches revisit the 24-hour dial concept: the hand makes a full rotation of the dial in one day and allows you to gradually distinguish the different periods of the day.
The André, Antoine, Paul and Jules collections use this 24-hour reading principle.
The graduations allow you to read the following intervals:
How do I set the time on my 12H watch?
The setting procedure depends on the movement in your watch. We recommend following the instructions for your model available on our website.
When setting the watch, make sure to push the crown firmly back into its original position to preserve the watch's water resistance.
How do I set the time on my 24H watch?
The setting procedure depends on the model and movement used. We recommend following the instructions corresponding to your watch available on our website.
For models equipped with a date, be sure to carefully follow the setting instructions to avoid damaging the mechanism.
How do I change my bracelets?
Thanks to the spring bar system, you can change the bracelet in a few seconds, without tools.
When changing it, make sure to install the bracelet correctly and place the part equipped with the buckle at 12 o'clock.
