FAQs
Frequently Asked Questions
1. Is the carbon fiber bezel genuine forged carbon?
Yes. Each Henlox bezel is constructed from automotive-grade forged carbon composite, compression-molded under high pressure and precision finished. The marbled pattern is naturally unique — no two bezels are identical.
2. Is the tourbillon movement fully mechanical?
Yes. Henlox timepieces feature a true mechanical tourbillon movement operating in continuous rotation. The movement is powered by winding the crown and does not use a battery.
3. How do I operate the tourbillon?
Simply rotate the crown clockwise to wind the mainspring. Once wound, the tourbillon rotates continuously as energy is released. A full instruction manual is included with every timepiece.
4. How long does delivery take?
Delivery typically arrives within 5–10 business days, depending on destination.
5. Do you offer free shipping?
Yes. We provide complimentary express shipping, Delivered Duties Paid (DDP), to the United States, United Arab Emirates, United Kingdom, European Union, Australia, South America, and South Africa.
All duties and taxes are covered in advance.
6. Is delivery insured?
Yes. All timepieces are shipped fully insured via DHL Express, FedEx Priority, or UPS Worldwide.
7. Is a signature required upon delivery?
Yes. All orders are delivered via signature-required service to ensure secure and verified receipt. Clients are encouraged to monitor live tracking and ensure availability at the delivery address.
8. How long does it take to dispatch my order?
Each watch undergoes final multi-point quality inspection and is dispatched within 24–48 hours.
If your selected model requires final assembly, please allow up to 10 days.
9. What is your return policy?
We offer a 14-day return window from confirmed delivery. Returns must be initiated through our official returns centre.
10. Why must the protective film remain intact for returns?
The protective film preserves the factory-finished surfaces and confirms the timepiece has not been worn or altered. Removal of the film voids return eligibility.
11. Who pays for return shipping?
Due to the international nature of our logistics network, return shipping costs, customs duties, and associated fees are the responsibility of the customer unless the item is confirmed defective.
12. When will I receive my refund?
Once the returned timepiece is received and approved after inspection, refunds are issued to the original payment method within 5–10 business days, depending on your bank.
13. What does the warranty cover?
Every Henlox timepiece is backed by a lifetime International Warranty covering manufacturing defects and mechanical integrity under normal wear conditions.
14. What is not covered under warranty?
The warranty does not cover accidental damage, misuse, water damage due to improper handling, cosmetic wear, strap wear, or unauthorized repairs.
15. Can I cancel my order?
Orders may be cancelled within 24 hours of purchase. After this period, preparation and allocation begin and orders become non-cancellable.
For all enquiries, please contact: support@henloxandco.com