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FAQ

TOP FREQUENTLY ASKED QUESTIONS ABOUT MASISTES' WATCHES

You can be sure you are buying a genuine Masistes watch if you follow these steps:
Buy an Masistes watch only from 1.masistes online shop "www.masistes.com" or 2. masistes instagram account "www.instagram.com/masistes" or 3. authorized Masistes retailers who will give you the credit-card size warranty, duly completed with the collection name, 1-Letter and 10-digit serial number of the watch, the dial and strap information, the purchase date and the original stamp of Masistes on the back. You will also recieve your box in an original masistes gift box, sealed.

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MASISTES recommends that you send your watch to MASISTES' Service Center or take it to the authorised Masistes Service Center where the water resistance is tested when replacing the battery to ensure that your watch is properly sealed. MASISTES recommends replacing the gaskets and, if necessary, the crown every time the battery is replaced to ensure the water resistance of the watch. The service cost inclusive the interval warranty will be informed accordingly.

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Mesh strap is made from Stainless steel thin rope which woven together. The leather strap, on the other hand, is a combination of leather and stainless steel buckle. Their weight is slightly the same.

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We highly recomend that you service/repair your watch by eiather Masistes or any of our authorized retailer. It is very important that the watch is not opened in its warranty time, otherwise it will be automatically come out of the warranty cover. If you cannot find any authorized Masistes's service center, please contact us : Info@Masistes.com. Our team help you to get your watch repair.
To repair or service your watch please follow these steps:
1.Send us an e-mail on Info@masistes.com and please include a minimum two pictures of your issue.
2.Wait till we send your the instruction of how sending your watch to us.
Average handling times for repairs are 4-6 weeks including shipping.

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We can produce custome engraving but the leading time may vary due to our production line and season. If you are lucky, it may take between 4-8 weeks to get your personized watch. Please be ware that a personalized watch have different fee and the requirment should be requeted before placing an order.

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The service frequency depends on the use of the watch and the environment in which it is worn. The water resistance can, for example be affected by ageing of the gaskets or by an accidental shock. Therefore, we recommend that you have the water resistance checked once a year and a complete service performed every 5 to 8 years. Your MASISTES HQ, boutique or authorised service centre will be happy to take care of your watch and answer your questions.

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All MASISTES' watches will be sold with original certification. The Masistes' Customer Service also deals with theft notifications. Please send us a copy of the police report that you received after having reported the theft of your watch. This document is mandatory and must contain the Serial number and invoice number of your watch. We also need a copy of the Certificate of Origin, original warranty card and/or a sales receipt that mentions your name.

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For technical and quality reasons, we do not deliver individual spare parts directly to our customers. The MASISTES world service centres are available to all customers and offer a professional service, carried out in accordance with MASISTES' high quality standards. If you wish repair or service your watch, please contact us: Info@masistes.com

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All MASISTES quartz movements are produced in accordance with MASISTES’ highly renowned procedures and quality standards. Ambient temperature may affect the precision of quartz movements, which can lead to variations of between -0.4 and +0.6 seconds per day.

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All MASISTES' Watches have Sapphire glass which has a high Scratch-resistant level. Scratch-resistant means “capable of withstanding scratching that occurs with normal everyday use”. MASISTES uses sapphire crystal, which has a very high level of scratch-resistance. However, there is a risk of scratching if it comes into contact with materials that are as hard as or harder than sapphire. Particles of these materials can be found in nail files, in granite or in sand. We recommend that you take care of your watch and try to avoid wearing it in situations where it may come into contact with other extremely hard materials.

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We make changing the strap very easy with our quick release spring bar. If you do not possess a strap with a quick release spring bar or a spring bar removal tool, we recommend you to pay a visit to your local watch store or send us a request for combination of service and changing the strap on info@masistes.com.

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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. There is only few products specifically created for washing-up leather. Soap and water will discolor and desiccate leather straps.
NATO watchbands – After removing the watch face from the wristband, apply lukewarm water and soap to the band and scrub gently. Then rinse the band and leave it to dry flat on a towel.
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.

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TOP FREQUENTLY ASKED QUESTIONS ABOUT MASISTES' JEWELERY

You can be sure you are buying a genuine Masistes Jewelry if you follow these steps:
Buy an Masistes watch only from 1.MASISTES' online shop "www.masistes.com" or 2. masistes instagram account "www.instagram.com/masistes" or 3. authorized Masistes retailers.

You will get a certification with original MASISTES' sealed stamp. You will also recieve your box in an original MASISTES' gift box, sealed.

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All MASISTES' gold jewelery (red, orange, white or yellow gold) are made of 18k solid gold.

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All MASISTES' gold jewelery will be sold with original certification. Please send us a copy of the police report that you received after having reported the theft of your jewelry. This document is mandatory and must contain the number of certification of the origin and invoice of the MASISTES' Jewelry. We also need a copy of the Certificate of Origin and/or a sales receipt that mentions your name.

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TOP FREQUENTLY ASKED QUESTIONS ABOUT SHIPMENT

We ship worldwide with no limitation. If DHL can ship there, so can we!
If you’re unable to see your Country in the drop down list in check out page, please contact us with your adress and we’ll check the availiability.

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Either send an email to info@Masistes.com or reach out on our chat on the home page. The chat is normally open between CET ±00:00 7am – 10am and 11am – 15pm. Collaborations inquiries: Info@Masistes.com .

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We ship worldwide for free! It is important that if you live within the European Union, all fees are covered and you will not receive any additional fees to receive your package. If you live outside of the European Union, VAT and/or other fees for import are not included and may apply for the customer. We do not have the possibility of estimating these quotes and recommend you to check with your regional customs authority. Returns made due to VAT, duties and/or other fees for import will be subject to a 15% to 30% restocking fee.

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Orders with a value over €100 is usually around 1-3 business days world wide.
Orders under €100 are sent using our complimentary service, which is uninsured,untraceable and with a regular lead time of 1-4 working days within the EU and 3-5 working days outside of the EU. We offer the possibilty to uprade to express shipping for a small fee which will have the tracking number at the time of purchasing online MASISTES.COM.
In areas where DHL does not delivery we reserve the right to use another carrier.

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Please note that in the interest of security, an adult must be present at the delivery address for acceptance of the package. At this time, MASISTES can only accept delivery addresses verified around the globe. Please note that MASISTES does not ship to PO Boxes, APO/FPO addresses or hotels.
In areas where DHL does not delivery we reserve the right to use another carrier.

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When you have completed your order, you will receive a confirmation e-mail and, as soon as the shipment is created, an e-mail with your tracking information. All our international orders are sent via DHL and can be traced via their homepage, for domestic orders we also use DHL.
Please note that confirmation e-mails quite often ends up in spam boxes.
Shipments containing only accessories/bracelets/straps are not necessarly sent with DHL and usually takes roughly 5-20 business days to arrive and no tracking information will be provided.

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Please follow these steps:
go to our contact page www.masistes.com/pages/contact-us-2
Download our withdrawal form
send us an email to info@masistes.com with your return inquiry with the withdrawal form attached.
we will get back to you with the instruction.

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TOP FREQUENTLY ASKED QUESTIONS ABOUT PAYMENT AND ORDERS

Ordering on MASISTES.com is easy and safe. Once you have found the item you would like to purchase, click on the “ADD TO CART” button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

Please see this instruction video:

https://www.youtube.com/watch?v=8YnqgIAe4wY

Please note that:
Your order will not be placed until the very end of the checkout process when you will be asked for your credit card information.
You may also order over the phone by calling +49 (0) 40 5216 3835‬

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Our service provider requires certain fraud-prevention schemes from your service provider and will not be able to accept your credit card otherwise. The best way to process a purchase if your card got denied is to simply use another one or use PayPal or Klarna. Please note that PayPal and klarna is much easier to utilize than it used to be.

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When you successfully purchase an item on MASISTES.COM you will automatically receive a link to your purchased item. You will also get your tracking number of your purchased item as soon as you package's tracking number is issued. This may take couple of hours. You may check the status of your order at any time by visiting our website and simply clicking on the My Account > My Order* link on the navigation bar at the top of the screen. You can also contact our Customer Service representative at Info@masistes.com.

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We may include a MASISTES shopping bag with each order, only if it is available.

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In the event of a missing order confirmation, please make sure to double check your spam folders/boxes. Please note that orders containing only straps/bracelet does not come with a dispatch note since they’re sent in regular letters. As long as funds has been deducted from your account you can be certain that your order has been processed. If you didn’t received your confirmation e-mail and it isn’t in your spam folder, reach out to our customer support at Info@masistes.com and we will help you out.

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Sure! Just send us an e-mail to Info@masistes.com and we will help you right away.

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We usually process refunds at the end of the same week we received your product and it might take up to 30 days.

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If you receive your package and it is not what you ordered, please contact us immediately. We will do everything we can to correct our mistake as quickly as possible.

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Your satisfaction is very important to us, please contact us at Info@masistes.com and include a picture or two of the defect. Please do not return your product without consulting our customer care.

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"Card Verification Value” is an anti-fraud feature to help ensure that the person placing an order is in possession of the credit card. The CVV is a three or four digit number printed on the front of back of the credit card. The CVV appears in different places on different types of cards: American Express: Four digit number printed on the front of the card, above the end of the embossed account number. MasterCard / Visa / Discover / Diners Club / JCB: The final three digits printed on the signature panel on the back of the card, following the account number.

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TOP FREQUENTLY ASKED QUESTIONS ABOUT CORPORATION

For any B2B inquiries, please follow the instruction in this page:
https://www.masistes.com/pages/collaboration

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TOP FREQUENTLY ASKED QUESTIONS ABOUT MASISTES LEATHER

YES. MASISTES only sell real and 100% italian cow leather.

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The leather and materials used to craft your MASISTES merchandise are natural products sourced from the finest tanneries and fabric mills in the world. Slight imperfections and color variations may occasionally appear, enhancing the beauty and uniqueness of your piece.
External elements such as excessive heat or moisture can affect the overall look of your accessory. Following proper care and storage guidelines will ensure the longevity of this exceptional product. When not in use, store your item in the protective dust bag.
Shipments containing only accessories/bracelets/straps are not necessarly sent with DHL and usually takes roughly 5-20 business days to arrive and no tracking information will be provided.
Calf and Grain Leather: Leather has inherent slight variations and imperfections, which are normal and add to the beauty of each piece. The grain leather is treated naturally, so color and texture may change over time, darkening and softening to create an elegant patina. If scuffs or bruises occur, rub the affected area with a soft, dry white cloth.
Patent Leather: To avoid color transfer, do not rest patent accessories against one another. If leather becomes dirty, clean with a damp white cloth and a small amount of mild soap. For stains, oil-based spots and spills, follow the instructions below.
Canvas: If necessary, spot-clean with a damp white cloth and a small amount of mild soap. As with any cotton product, if canvas is repeatedly exposed to direct sunlight, a softening of color may occur. For stains, oil-based spots and spills, follow the instructions below.
Special Considerations: Always test any cleaning method in a hidden area first. Never use saddle soap, oils, hairdryers, abrasive cleaners, furniture polish, varnish or ammonia.
For Stains: Use a mild solution of soap and water (10 parts water to one part soap). Apply gently with a wet white cloth and then fully rinse. Let air dry.
For Oil-Based Spots: Blot oil spots with a clean, dry white cloth. The spot should dissipate into the leather shortly. Do not apply water to the marks.

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