Customer Care

We want to ensure you receive the best service possible. Choose a category below to find answers to frequently asked questions. Please contact us using the button at the bottom of the page if you can’t find what you’re looking for.

Product information

TIMEPIECE AUTHENTICITY

You can be sure you are buying a genuine Evig Grön watch if you order directly from this website or from authorized Evig Grön retailers. Included with the watch is a credit-card size warranty, duly completed with the 6-digit timepiece number, the purchase date and the retailer’s name. The unique timepiece number is engraved on the caseback. Please check if the number matches your warranty card. The first 3 digits provide batch, model and colour information, the last 3 digits display the number of your watch.

COUNTRY OF ORIGIN

All of our watches are manufactured in Bioggio, Switzerland. Adhering to the strictest rules and regulations in the watch industry, our timepieces are made with parts that are always of Swiss preferential origin. Our straps are handmade from genuine Portuguese cork by our artisans in Tomar, Portugal. All of our packaging is manufactured in Europe – from our Italian pouches through to our German warranty cards made from sustainable liquid wood.

WATER-RESISTANCE

A watch’s water resistance is not permanently guaranteed. It is affected by the ageing of gaskets or deformation of watch parts due to accidental shock. To preserve a watch’s water resistance as long as possible, please follow the cautions below: Wipe off moisture, sweat or dirt with a soft dry cloth after removing it from the wrist in order to increase the durability of the case back, gaskets and strap. After submerging a water-resistant watch in water, dry it with a soft cloth. Do not wash a water-resistant watch while the crown is pulled out. Avoid washing a water-resistant watch directly under running water. Wash it in still water in a sink or a receptacle. Please note that we do not recommend swimming with any of our timepieces because of added pressure caused by body movement.

Warranty & repair

INTERNATIONAL WARRANTY

We provide a warranty for the first 24 months following the date of purchase on the supplied international warranty card, in accordance with the following terms and conditions: This warranty covers material and manufacturing defects, as well as flaws existing upon delivery. This warranty is only applicable if the warranty card has been filled in completely and correctly, and if the serial number on the card matches the number on the watch. During this warranty period, and on presentation of the valid warranty card, the owner of the watch has the right to a repair, free of charge. If we deem the repair to be unsuitable, the watch will be replaced with an identical or similar product within the warranty period. Our warranty excludes: Normal wear and tear resulting from wearing the watch, e.g. scratched glass, discolouration and/or material alteration with cork, fabrics, rubber, etc. Damage resulting from failure to observe the instructions for use issued by Evig Grön Damage such as knocks, dents, broken crystal etc. resulting from improper, abnormal or careless handling, neglect, accidents or collision impact, etc. Damage resulting from improper work performed by service centres not authorised by Evig Grön. Watches modified without Evig Grön’s supervision. Additional forms of warranty granted by a direct outlet e.g. retailer etc. Indirect damage and/or secondary damage of any kind e.g. due to watch stoppage or inaccuracy, etc.

REPAIR AND SERVICE

If your Evig Grön watch needs to be repaired, adjusted or serviced, we recommend that you bring or send it (well-padded and by registered delivery in the latter case) to your nearest Evig Grön authorized service centre.

BATTERY REPLACEMENT

We only use Swiss-made batteries that comply with the strictest regulations. To ensure a durable and water-resistant finish, our timepieces are equipped with a screw-down caseback. Never remove the caseback yourself to change the batteries. Instead, let an accredited company service the battery for you.

Payment

CURRENCIES

The prices visible on our webstore are stated in EUR. We are not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company respectively.

PAYMENT INFORMATION

Your transaction and payment details are directly handled by Stripe, our payment service provider, with secure encryption and under strict banking standards. We do not receive or store any payment information. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

PROMOTION CODES

To apply your promotional code at the checkout page, click “I have a promotion code”, enter the code, and press “Apply”. Be sure that there are no additional spaces before or after the code. Kindly note that only one promotion code is valid per order. A promotion code cannot be combined with an additional promotion code.

Order & delivery

ORDER PROCESS

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications. We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security. If your order is successful, you should receive an order confirmation within 10 minutes via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.

CHANGING OR CANCELING AN ORDER

In the event you wish to change or cancel your order, please contact us. If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse. Only once the package has returned to our warehouse, will we be able to process the cancellation. Once an order is submitted, we are unable to change the ordered products or the quantity selected. If you wish to make a change in your delivery address, please contact us and we will do our best to assist you in this matter. Kindly observe, this process will delay the delivery time; we are not responsible for any delay in delivery due to an address change request from the customer.

SHIPMENT TRACKING

SHIPPING COSTS

The shipping costs depend on the delivery country and how many items are ordered. Express Shipping is available at an additional cost. You may be subject to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country. If your order has been placed to a country outside the European Union, to which we do not ship domestically (USA, Hong Kong and China) we do not charge you any VAT/taxes when placing your order. You are instead subject to paying taxes to the local customs in your country. The deduction of VAT from your order is made on the product page or at the checkout on our website. Kindly note that we are unable to advise if you will pay taxes locally or any potential amount that you will be charged. For more information regarding additional fees levied by your local government, we suggest that you contact your local customs office.

DELIVERY

Within 1-2 business days of placing your order, after it has been scanned at a DHL Sorting Facility, you will receive an e-mail from DHL containing your package’s tracking information. To track your package, use the provided tracking number provided on the DHL website or on our order tracking page. We aim to ensure that you receive your order as quickly as possible. All of our orders are shipped from our warehouse in Stockholm, Sweden. Once your order successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email. Kindly note that the estimated delivery times are estimates and may vary due to external factors outside of our control.

INVOICE

There is no invoice included in shipped packages within the EU. Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you. Please note for orders to countries outside the EU, US, Hong Kong, India and China, we are required by law to include commercial invoices in the shipment to state the shipment’s value. The order cannot be delivered without this invoice.

Return & exchange

RETURN PROCESS

Please follow the steps below to return your order:

- Submit a request through the button below, select “returns” as subject

- You will receive an email from our customer service with instructions

- Return your order to us

SUBMIT REQUEST

EXCHANGE PROCESS

In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. To ensure that you receive the desired product as fast as possible, please place a new purchase at your own convenience. If you wish to return your order, please contact us; we will be happy to provide you with further instructions.

REFUNDS

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. The product(s) must be received within 30 days. It must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when the watch was received. If your return is approved, a full refund will be issued for your order. Once a refund is issued on our system, you can expect it to be visible in your account within 5-10 business days. We aim to ensure that you receive your order as quickly as possible. All of our orders are shipped from our warehouse in Stockholm, Sweden. Once your order successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email. Kindly note that the delivery times are estimates and may vary due to external factors outside of our control.

TERMS

Please note you must send back the item(s) you wish to have refunded within 30 days of receiving it. The product(s) must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when it was received. Products purchased directly from our website must be returned to our warehouse for a refund to be made; product(s) cannot be returned in a local retail store. Kindly note that you may be subject to the shipping expenses in returning this package to us. We do not take responsibility for any items lost during the return shipping. If you have paid or received customs fees for the item(s) you wish to return, please contact your local DHL office for information on how to receive a credit or refund, respectively. The offer of any product(s) purchased during a campaign period will still be honoured should you wish to receive another item instead. Please contact us for further information, we’re happy to assist you.

Miscellaneous

SPONSORING AND COLLABORATIONS

We are always open to exciting collaborations or sponsorships with influencers and brands that match our vision. Please contact us via the button below for more information. Your request will be processed directly and we will contact you at our earliest convenience.

AUTHORISED RETAILERS

Whether you purchase from a retail store or online, we want you to have an experience that leaves you completely satisfied. That’s why we are working exclusively with a select group of partners around the world who will earn the privilege of being an authorized Evig Grön agent. When you purchase a watch from an authorized Evig Grön agent, you can be assured that: You are buying an authentic Evig Grön timepiece Your watch will be covered by our international warranty Any service or repair will be conducted by experienced personnel You will experience the highest level of customer service Please note that we do not honour any warranty claims that are not accompanied by the original documentation from an authorized agent.

BECOMING AN AUTHORISED EVIG GRÖN AGENT

Please contact us directly at via the button below for more information about becoming a retailer. Your request will be processed directly and we will contact you at our earliest convenience.

SUSTAINABILITY TARGET

We have a very clear ambition: to be a leader in sustainable luxury. This does not necessarily mean the biggest, but the most recommended, not only by customers, but also by our employees, business partners and intermediaries. It also means becoming the most respected and trusted provider of quality products that are as sustainable as possible, while ensuring a luxurious experience. Visit our sustainability page to read more about our measures, or read our sustainability minutiae for specific numbers.