Find an answer quickly thank to the frequently asked questions!

OR contact us via email or phone

Preorders

What is a preorder ?
At Depancel, we have chosen to offer our products on pre-order. What does this mean? It means that instead of ordering and receiving your watch within 72 hours, you will receive it a few months later.

Why preorders ?
In order to avoid the cost of stock and the risk of losing money with unsold products, we decided to sell our products by pre-order. In concrete terms, this means that you buy the watch before it is produced. We produce on demand. No intermediaries, (almost*) no stocks, no unsold products, so we can concentrate on the quality of our product while keeping the price affordable for such a watch.

So yes, this means that you will have to wait about 3-4 months before you can wear your watch on your wrist, but in return you will be offered a lower pre-order price.

*Depending on the success of the collection, we always order 15% more watches to be used for exchanges or sold at stock prices.

 

 

What are the advantages of pre-orders?
This principle of pre-orders allows us to avoid overproduction in an ecological concern, to concentrate on quality and to keep our quality/price ratio. In addition, it allows you to benefit from discounts on our products!

For this service, we use Alma in France and Splitit, specialised in payment in 3 times!

You'll be able to select your chosen number of monthly payments when you checkout. Your purchase is split into equal monthly payments.

You will then have to accept the terms of use and validate your order by clicking on "Pay".

For security reasons and to fight against fraud, all transactions made with Alma are systematically verified via the 3D Secure protocol, managed by the customer's bank.

This verification consists in sending a confirmation SMS, or a push notification in the customer's banking application, in order to validate that the customer is the originator of the transaction.

If you are unsuccessful in your attempt to make a payment or have difficulty in meeting a deadline,
please fill a request at paiement@getalma.eu

If you ever lose or change your card you can contact Alma, our payment provider, at paiement@getalma.eu, they will send you a link to make the change and it's the same if you just want to change your account. More infos here: https://support.getalma.eu/hc/fr/categories/360001414839-Consommateur

If you wish to add an item to your original order, you can add it as long as the order has not been prepared.

What is the process?

To add an item to your order, we invite you to :

  1. Send an email to help@depancel.com with the subject "ADD ITEM ORDER DEP-XXXX*";
  2. Indicate in this email the item you wish to add to your order. Please be as precise as possible (full name, colour, size, etc.);
  3. As soon as we receive your request, we will send you an email as soon as possible (approximately 24 hours, excluding public holidays and weekends), with the addition of the desired article;
  4. You will then have to validate it by making the payment. Just follow the link in the email.
  5. Once the payment is made, you will receive a new invoice confirming the addition of the item.

*Represents the number of your order in the format DEP-1111

The delivery date is normally indicated on the page of the watch you have pre-ordered.

While your watch is being made, you will receive emails to follow its progress with a reminder of the estimated delivery date.

If you do not receive the emails, please check your spam folder.

If you wish to change your order, you can do so until it has been prepared and handed over to the delivery service.

What is the process?

To modify your order, please contact us at :

  1. Send an email to help@depancel.com with the subject "CHANGE ORDER DEP-XXXX*".
  2. Within this email we will need to know:
  • Your full contact details;
  • The changes you wish to make, specifying the exact name of the model vs. the old model chosen;
  • The colour of the new model ;
  • The strap of the new model.

We will then confirm by email that we have received your request.

If you want to add a product to your order, the answer is here.

*Represents the number of your order in the format DEP-1111

You can cancel your order as long as it has not been handed over to our delivery service. Otherwise, once you have received your watch, you must return the package with your watch in its original condition in order to cancel your order.

What is the process?

To modify your order, please contact us at :

  1. Send an email to help@depancel.com with the subject "CANCEL ORDER DEP-XXXX*".
  2. Please include your full contact details in this email;
  3. If you wish, you can also tell us why you cancelled your order. This will help us to improve!

We will then do our best to cancel and refund your order. You will receive a confirmation of the order cancellation by email.

*Represents the number of your order in the format DEP-1111

The pin buckle is composed of a buckle on one side of the strap and a metal rod on the other. This one will slip into the small holes of the strap, in the same way as for a belt.

Compared to the pin buckle, the deployant buckle is composed of two articulations. It opens by pressing the two small buttons protruding discreetly on each side of the strap(see photo below). The main advantages of the deployant buckle :

  • The look, we like or not, but equipped with a "deployant" your strap will have a different look
  • Safety: Even if the buckle comes off, your watch will not fall to the ground...
  • Speed: Once adjusted, you will put on your watch more quickly...your Strap will always be the right size...no more searching for holes.
  • The life span of your leather bracelets: A deployant buckle damages much less the leather of your strap.... thanks to it, you will not see any more this "fold mark" at the level of the buckle.

You can order a Strap size XL or XS by contacting customer service at contact@depancel.com.

The Strap XL or XS is available to order at a cost of 70 euros and is shipped within 3 weeks on average.

We can also order anti-allergy straps

Do not hesitate to contact us by email or phone for more information!

Returns / Exchanges

To return your watch, you will not be charged. The return shipping costs will be at our charge. You just have to contact us via the contact form or via the address contact@depancel.com

In order for us to exchange your order, you must initiate an exchange process within 30 days from the date of receipt.

What should I do?

  1. Send us an email with the request to return your item. You will need your order number, which starts with "DEP-". At the end of the process, you will receive a return label to print out and return your order to us.
  2. In order for us to exchange your order, you must return the watch to us:
  • In its original state;
  • With its original strap (not worn*);
  • In its original packaging.

Please protect it well when shipping it.

What happens after I ship my watch?

You can track your return via the tracking number you collected when you created the return label. As soon as we receive your return, we will get back to you within 7 days to inform you of the outcome of your request.

*If we find that the strap has been worn and you wish to change the strap, we regret that we cannot exchange it. We will only exchange the watch with your original strap .

You MUST also provide us with your full contact details on paper so that we can identify you. Without this, the exchange will not be effective. Please specify the desired model. If the desired model is not at the same price, we will reimburse you the difference or we will come back to you if the price is higher.

If you have any difficulties, you can write to us at contact@depancel.com


You have bought a watch and want to return it? All the answers to your questions can be found on this page. To return your watch, it must be in its original condition and never have been worn.

You have a 30-day cooling-off period from the date of receipt of your watch.

To be eligible for a refund, the watch must have never been worn and must be in new condition when received.

Here is the process for returning an item for a refund:

  1. Send us an email with the request to return your item. You will need your order number, which starts with "DEP-". At the end of the process, you will receive a return label to print out and return your order to us.
  2. In order for us to refund your order, you must return the watch to us:
  • In its original state;
  • With its original strap (not worn*);
  • In its original packaging.

Please protect it well when shipping it.

You MUST also provide us with your full contact details on paper so that we can identify you. Without this, the refund will not be effective.

If you have any difficulties, you can write to us at contact@depancel.com

As soon as we receive your watch, we will do our best to refund you as soon as possible. You will be notified by email of the refund. This will be effective within a few days for an initial payment by credit card. For an initial payment by Paypal, the refund is immediate.

Under French law, you have 30 days after receipt to return the watch. In order to exchange the watch, it is imperative that it is in its original condition and that it has not been worn. If you have tried the watch on and the Strap leather watch is bent, we will be obliged to charge you a part of the cost of the strap.

If the above conditions are met, then you can either :

  • Exchange your watch for another model;
  • Return your watch for a refund.
You have 30 days from the date of receipt of the watch to return it to us if it does not fit. Is it the 30th day? Don't panic, just inform us of your decision by email contact@depancel.com or via the contact form and we will arrange the return together.
Contact us at help@depancel.com or via the contact form and we will send you a Colissimo /DHL return label so that you can return the watch to us free of charge. The watch must be in its original packaging and protected as when originally sent.

After sale service

When you wear your watch, it happens that the deployant buckle of your watch comes off?

We invite you to check if you are not wearing your watch:

- - Too tight ;

- Too close to the wrist.

Indeed, when this happens, it is usually because your watch is too close to your wrist. When the wrist is flexed, this causes the opening of the buckle to be activated.

If, despite this, the problem persists, we invite you to contact us either by email at contact@depancel.com or by telephone on +33 4 85 64 01 02.

After a fall your watch no longer works?

Don't worry, our watchmaker will be able to repair it.

What should I do?

To initiate an after-sales procedure, please contact us at: contact@depancel.com

What will I pay?

cannot give you a price for the repair of your watch without it first passing through the hands of our watchmaker. We will then come back to you with an estimate.

And after ?

As soon as we receive your watch from our side, we will inform you. We will come back to you once we have the information of the repairs. Depending on the repairs, the after-sales service time will be between 2 weeks and one month (after validation of the estimate by you).

Have you noticed that your watch has been running early or late for some time? It is possible that the setting has been changed. Don't worry, we can fix this. If your watch has not suffered any shocks or falls, it goes without saying that the guarantee applies to the repair.

As a first step, we invite you to try the following manipulation, as a mechanical watch may be late or early if you set the time before it is wound to 100%:

1 ) Turn the crown by hand 30 times so that the mainspring is fully wound

2 ) Wait one minute for the movement to reach its maximum precision

3 ) Set the time and date

4 ) After 24 hours, check that the watch is on time

Even if you wind your watch correctly, it stops after a few minutes or does not start anymore? It is very likely that there is a malfunction.

What will I pay?

Don't worry, your warranty covers this type of problem, so you won't have to pay anything.

However, it goes without saying that if we find that your watch has been neglected and/or misused, the warranty will not apply.



to initiate an after-sales procedure, please contact us at: contact@depancel.com

And after?

We will get back to you within 24 hours (excluding weekends and public holidays) to explain what happened. Our after-sales service will ask you a few questions to analyse the problem and then send you a return label and a customer form to enclose with your Depancel.


Do you have a problem with the crown of your watch?

Has it jammed or torn off? Don't panic, we'll explain how to fix it.

First of all, we are sorry for this problem.

Don't worry, it can be repaired. If your watch has not suffered any shocks or falls, it goes without saying that the warranty applies to the repair.

Here are the different stages of an after-sales service:

  • First of all, you will have to send us back the watch without its case;
  • We will confirm that we have received your watch in our premises and, if necessary, we will get back to you if we find a malfunction other than the one announced;
  • Your watch is sent to our watchmaker. In case of an estimate, we will come back to you once the watchmaker has sent us the different repairs needed to be done on your watch;
  • Our watchmaker takes care of your watch and makes it as good as new!
  • Our watchmaker returns the watch to us. We inform you and prepare the shipment with a tracking number for your future delivery. You can then track the return of your watch to you.

The price of an after-sales service will depend on several criteria:

  • If the problem is covered by the warranty, you will not have to pay anything, we take care of everything;
  • If the problem is due to a fall or misuse of the watch, you will be responsible for the shipping and repair costs. We will make an estimate with our watchmaker to determine the cost of the necessary repairs.


Quick start

Start your watch: Automatic winding watches can be also manual-winded by turning the crown in N (neutral) position. Turn clockwise 30 times then wait a few minutes before setting your watch.

Adjusting date: Adjust the date by rotating the crown clockwise in 1 position.

Adjusting day: Adjust the day by rotating the crown counter-clockwise in 1 position.

Adjusting time: Rotate the crown in 2 position and adjust the standard time.

Adjusting month: Push the button 3 and adjust the month.

If the button is not pushed to the end, the month is not changed perfectly.

Start your watch : Automatic winding watches can be also manual-winded by turning the crown in N (neutral) position. Turn clockwise 20 times then wait a few minutes before setting your watch.

Adjusting date : Adjust the date by rotating the crown clockwise in 1 position.

Adjusting day : Adjust the day by rotating the crown counter-clockwise in 1 position.

Adjusting time : Rotate the crown in 2 position and adjust the standard time. Then check the 24H display, if it is morning or afternoon and adjust correctly.

Adjusting month : Push the button 3 and adjust the month.

If the button is not pushed to the end, the month is not changed perfectly.

Start your watch : Automatic winding watches can be also manual-winded by turning the crown in N (neutral) position. Turn clockwise 20 times then wait a few minutes before setting your watch.

Adjusting date : Tourner la couronne en position 1 et ajustez l’heure standard.

Start your watch : Automatic winding watches can be also manual-winded by turning the crown in N (neutral) position. Turn the crown up for 30 times and wait a few minutes before setting your watch.

Adjusting date : Adjust the date by rotating the crown down in 1 position.

Adjusting time : Rotate the crown in 2 position and adjust the standard time. The date of your watch changes at midnight, not at noon. For that, the time must be set correctly for the right half of the day (morning/afternoon). Remember to check this when setting the time.

Make sure to close the crown properly to guarantee the water resistance of your watch.

Start your watch : Automatic winding watches can be also manual-winded by turning the crown in N (neutral) position. Turn the crown up for 30 times and wait a few minutes before setting your watch.

Adjusting date : Adjust the date by rotating the crown up in 1 position.

Adjusting day : Adjust the day by rotating the crown down in 1 position.

Adjusting time : Rotate the crown in 2 position and adjust the standard time. Remember to check the morning or afternoon setting using the 24-hour function: if it’s 8 a.m., your hand should be at 8, if it’s 8 p.m., it should be at 20.

Adjusting month : Push the button 3 and adjust the month. If the button is not pushed to the end, the month is not changed perfectly.

Make sure to close the crown properly to guarantee the water resistance of your watch.

Before wearing a mechanical or automatic watch, it is advisable to wind it manually by means of the crown (about 20 rotations of the crown in the closed position), and then to wait a few minutes before setting your watch.

To protect your mechanism from breakage, the simplest and least risky way is to set your watch to 6:30 and then make the various settings for the month, date and day.

The month setting should never be made between 22:30 and midnight on the night of the 31st and the 1st of the month.

The date setting should be done around the time of day and never between 8.30 pm and 2 am.

The daytime should never be set between 11.30 pm and 4 am.

Visit our YouTube page to discover our tutorials for setting up and using your Depancel: YouTube - Depancel

To help you get the most out of your Depancel, we have prepared some videos explaining how to set up your watch: YouTube - Depancel

You can also find on our tutorial page videos on how to install your Strap or Buckle.

Delivery

You have made a mistake in your delivery address when ordering,

  • Send an email to contact@depancel.com with the subject "CHANGE ORDER DEP-XXXX*".
  • Within this email you will need to provide us with your full contact details

Are you going to move before your watch is delivered but you don't know your new address yet? No problem! Just let us know as soon as you have it. We will get back to you a few days before delivery to make sure nothing has changed on your end!

What are the shipping charges ?
We have a free shipping policy worldwide for all watches. For accessories, shipping charges are calculated at checkout.

Do I have to pay customs and other taxes when I receive my watch ? 

For shipments within the European Union, Switzerland, United Kingdom and United States, local taxes and duties are included so you won't have to pay anything when the parcel is delivered.

For shipments outside those countries, you are responsible for the taxes and duties applicable in your country.

We remain at your disposal to assist you in these steps, contact us at contact@depancel.com or via the contact form.

We deliver all countries covered by DHL and we use the DHL Express service for watch deliveries worldwide.

All our shipments are delivered with a signature to avoid theft from mailboxes. If you are not present on the day of delivery, you will be able to choose different delivery options on DHL.com delivery at a later date, drop-off at a relay point, in a safe place or the possibility of handing over the parcel to a third party if you wish.
As soon as your watch has been picked up by the carrier, you will receive an email from DHL Express with a tracking number. With this number you can follow the progress of your watch. If you have not received a tracking number, please contact us via the contact form or chat.

Warranty

Our warranty covers all manufacturing defects occurring during normal use, as described in the following conditions: Depancel will replace free of charge all components that are defective due to a manufacturing error as determined by our technical services.

The warranty does not apply in the following cases:

  • Theft, loss, force majeure or the consequences of natural disasters.
  • Normal wear and tear and ageing of the watch (e.g. scratched glass, discolouration and/or material of non-metallic straps and chains, such as leather, textile or rubber, delamination of plated metals, stop of the battery after normal lifespan for mecaquartz etc.).
  • All types of damage to all or part of the watch resulting from mishandling or misuse, lack of maintenance or maintenance handled by non-authorized , negligence, accident (dropping, scratching, crushing, broken glass, etc.), improper use of the watch, or failure to follow the instructions provided by Depancel.
  • All types of damage indirectly related to or resulting from the normal wear and tear of the watch, such as for example, malfunctions, defects or inaccuracies of the Depancel watch.

Customer account

First of all, you should ask yourself whether you have created a customer account when you placed your order. It happens very often that you cannot log in simply because you have not created an account.

In this case, you can write to us at contact@depancel.com and we will send you a link to reactivate your customer account!

If you wish to create an account, here are the steps to follow:

  • Visit the following link: https://www.depancel.com/account/login ;
  • Click on "Create one now".
  • Enter the requested information using the email address with which you placed your order;
  • Click on "CREATE MY ACCOUNT";

That's it! Your account is now created. You can access it via the link above or via the "My account" section.

You can write to us at contact@depancel.com to get help to recover your customer account, change your password, etc...

Other questions

How do I subscribe or unsubscribe?

On each page of our website you can find a link to subscribe to our newsletter.

If you no longer wish to receive our newsletters, you can unsubscribe on each email you receive. If you are unable to subscribe or unsubscribe, please write to contact@depancel.com

Our offices are in Annecy (74) and our watchmakers in Franche-Comté and in Switzerland.

We are not yet present in shops but it is a project we would like to develop in the future. For the moment you can find us online at www.depancel.com www.depancel.com.

Putting beautiful mechanism on as many wrists as possible

on s’est fixé une mission : mettre la belle horlogerie sur un maximum de poignets ! Pour y arriver

Les clients en parlent

Inscrivez-vous à notre newsletter

c'est ici :