Frequently Asked Questions
Find answers to common questions about PHG timepieces.
Order & Shipping
Q: Where do you ship from?
A: All orders are shipped from Guangzhou, China.
Q: How long does processing take?
A: Orders are prepared and dispatched within 3 business days. Please note that processing time is separate from transit time.
Q: How long does shipping take?
A: Standard shipping takes 3-7 business days within mainland China. International shipping takes 10-20 business days depending on destination.
Q: Do you ship internationally?
A: Yes, we ship to over 50 countries worldwide.
Q: Will I receive tracking?
A: Yes. A tracking number will be emailed to you as soon as your parcel leaves our workshop.
Q: What payment methods do you accept?
A: All payments are processed through PayPal. Depending on your country and device, PayPal will present the available options at checkout — including credit and debit cards, Apple Pay, Google Pay, and regional methods such as iDEAL, Bancontact, and EPS. You will see exactly what is available for you before you pay.
Watches & Specifications
Q: What movements do PHG watches use?
A: PHG uses Japanese movements selected for reliability and serviceability. Our three-hand models use the Miyota 1L45 or Seiko VH series. Our chronograph models use the Miyota 0S and 6S series quartz chronograph movements. Mechanical models are currently in development. Each product page lists its specific movement.
Q: Are PHG watches mechanical or quartz?
A: Most of our models use high-quality quartz movements, which offer greater accuracy and lower maintenance than mechanical movements. Mechanical models are in development. Each product page lists its specific movement type.
Q: Can I replace the strap?
A: Yes. Our watches use standard lug widths and can be fitted with any compatible third-party strap. Replacement straps for current models are available on request — please contact us.
Q: What strap size do I need?
A: Strap width depends on case size — 36mm case models use 18mm straps, 38.5mm case models use 20mm straps. The exact lug width is listed on each product page.
Q: Are PHG watches water-resistant?
A: All PHG watches are water-resistant to at least 50 meters (5 ATM), suitable for daily wear, hand-washing, and rain exposure. The specific rating for each model is stated on its product page. A watch should not be worn while swimming or diving unless its stated rating explicitly permits it.
Q: How should I care for the crystal?
A: Clean the crystal with a soft, lint-free cloth slightly dampened with water. Avoid household cleaners and abrasives. Sudden temperature changes may cause thermal shock — avoid exposing the crystal to extreme heat or cold.
Warranty & Service
Q: What does the 2-year warranty cover?
A: All PHG watches come with a two-year global warranty from the date of purchase. It covers movement malfunctions, timekeeping deviation beyond standard, manufacturing defects in the case, crown, or crystal, and waterproofing failure under normal use. It does not cover accidental damage, normal wear of straps and buckles, normal wear and tear, unauthorized disassembly, damage from misuse, battery replacement, or loss and theft. Full terms are set out in our Warranty Policy.
Q: Where do I send a watch for service?
A: Contact us first at support@phgwatch.com with your order number and a description of the issue. We will review your claim, issue an authorization, and provide the service center address. You will need to provide proof of purchase and photos of the issue. Repairs typically take 2-4 weeks. Repaired watches retain the remaining warranty period.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 14 days of delivery, provided the watch shows no signs of wear and remains in a condition suitable for resale — with the original packaging, all accessories, and protective film intact.
Q: Can I return a worn watch?
A: Watches that have been worn, sized, or had their protective film removed cannot be returned for a refund, as they can no longer be resold. This protects buyers from over-sizing and prevents timepiece wear. If a watch arrives damaged or faulty, we will make it right — please see the warranty section above.
Q: How do I return my watch?
A: Contact us at support@phgwatch.com with your order number. We will confirm the return and provide the return address. Returns must be received within 14 days of delivery.
Q: Who pays return shipping?
A: For change-of-mind returns, the buyer is responsible for return shipping. For returns due to a quality issue, PHG covers the return shipping. Returns must be sent prepaid and insured — we strongly recommend using a tracked shipping method, as we cannot be responsible for parcels lost in transit without proof.
Q: When will I receive my refund?
A: Once we receive your return and confirm the watch is in returnable condition, the refund is issued within 3 business days. The time it takes for the amount to appear on your statement depends on your payment provider.