FAQ(暫只提供英文版本。)

How can I make changes to my order or cancel it?

Simply email us at info@eoniq.co within 24 hours after placing your order. Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design.

I’ve missed a promotional campaign for a recent order I placed. Can I still enjoy the offer?

Unfortunately, we are unable to apply discounts after an order has been confirmed.

I’ve placed an order, but it says “On Hold” when I check its status. What’s wrong?

1. Your shipping address has no street number or suite number, or is otherwise potentially incomplete.
2. You have uploaded an image violates our terms of use and potentially infringes others' copyrights.

You will always receive an email from us if either of the problems above occur with your order. So please be sure to check the Spam / Junk mail folder of the email you registered with us if you have not received such an email. We will need further information from you before we can process your order completely.

How long does it take for you to build my custom watch?

We need approximately 5 weeks to craft and assemble your watch by hand after you confirm your design by placing an order through our website.

I want to join the EONIQ Featured Designers to sell my design. Who do I contact?

Email us at designers@eoniq.co. Please include links to your portfolio and social media accounts.

How do I purchase a gift card?

Click here to check out the EONIQ Gift Card Section.

I have received an EONIQ gift card. How do I use it?

There is a redemption code on back of the gift card. To use your gift card, enter your redemption code before checkout. A Gift card may only be used once. If your order total is less than the amount of money on your gift card, the remaining value will be lost as each code is only valid for one transaction.

I want to place a rather large order. Can you help?

If you are planning to order more than 300 watches, please contact us at specialorders@eoniq.co.

I would like to place a special order without using the templates you are offering at the website. Could you help?

We’re sorry that you were unable to find a fitting template. Currently, we only accept custom watch orders for designs created with our application. We recommend you experiment with the engrave function we have in step 2 of the watch design application page. You can upload your own logo, signature, pattern or design to engrave on the watch face to further personalise the given templates.

How can I customize a watch?

On our website you can select the watch components, design the watch face, upload your own designs, and type or even sign your own name on your watch design. With professionally designed templates and endless combination possibilities, you’ll be able to tell your own stories with a bespoke, timeless watch that is as unique as you are.

What are the sizes of your watches?

• The “Pinot Noir” series: 38mm (preferred size for ladies) & 42mm
• The “Merlot” series: 41mm.

All of our watches are unisex, please click here for more details.

Do your watches have sapphire crystals?

The “Pinot Noir” Series watches all come with scratch-resistant sapphire crystals on both sides.

How complicated can the engraving be?

You can upload an image (in JPEG / PNG file formats) to the application to preview your watch. A clear line drawing picture with a resolution of at least 800px x 800px is recommended.

Do your watches glow in the dark?

Some of the hands that we use contain luminous paint, which makes them glow in the dark and allow you to easily check the time at night. Whether or not your specific watch will glow in the dark depends of the design you created. When you are choosing the hands with our design application, the description will tell you whether or not the hands in question glow in the dark.

For the best readability in the dark, we recommend using our “Pilot style” watch hands as they have a large luminous surface.

Can I swim or do sports with my EONIQ watch?

Most of our watches are made with 3ATM water resistance. This means they are splash and rain resistant. These delicately crafted timepieces are not designed for watersports, so you should not swim or shower with them. You should also try to avoid exposing your watch to shocks that commonly occur during many sports, so we advise you to take off your timepiece for the duration of your exercise.

Can I use aftermarket straps with my EONIQ watch?

All EONIQ watches come with quick-change straps, allowing you to quickly switch between all straps of suitable size. The lug width, or the width of the straps that can be used, is dependent on the model. Please refer to the list below for your specific model.

• The “Pinot Noir”, 42mm model: 20mm strap width
• The “Pinot Noir”, 38mm model: 18mm strap width
• The “Merlot”: 20mm strap width

Will the watch fit my wrist?

Wrist circumference of our straps:

(Figures adjusted by 3mm to account for lug and strap curvature)

If you think you may need to have additional holes on your strap(s), please contact info@eoniq.co before your watch is shipped.

Why did my watch stop?

Mechanical watches are powered by the movement’s mechanical parts ,not by a battery. This means that the owner of the watch is required to wind up the watch to keep it running by storing energy into the spring. If you need help winding your watch, click here. If the user forgets to wind the watch, the energy stored in the mainspring of the watch runs out and the watch stops working. To restart your watch, wind it fully by rotating the crown clockwise 30-40 turns and then set the time. If the watch fails to restart, please contact us via email at info@eoniq.co.

How accurate are mechanical watches?

The accuracy of a mechanical watch depends on the machinery, or the movement, inside it. Our different watch types use different movements, which have different levels of accuracy. This accuracy is described as a “rate” - the amount of seconds per day that a watch will gain or lose time.

The “Merlot” Series: ± 45 seconds/day

The “Pinot Noir” Series: -20 to +40 seconds/day

How do I wind up my watch?

To wind your mechanical watch, first push to the crown towards the case to its normal position, where rotating it does not move the hands. Then, with the watch positioned face upwards, rotate the crown of the watch clockwise approximately 30-40 full turns, or until the crown begins to strongly resist rotation. This should wind the watch fully.

What is the difference between Automatic and Hand-wound watches?

With a Hand-wound mechanical watch (a manual watch), the wearer must supply energy for the watch by physically winding the crown on a regular basis to power the watch. If you need help winding your watch, please click here.

With an Automatic mechanical watch, the movement is fitted with an oscillating weight called therotor – meaning that the watch automatically winds and powers itself from the owner’s natural wrist movement. When the power reserve left in the watch runs down due to the watch not being worn, the watch stops running and needs to be re-set before wearing again.

How long will the watch run for? How much power can the watch reserve?

• The “Pinot Noir” series: up to 40 hours

• The “Merlot” series: up to 36 hours

Please click here for more details.

Is there any maintenance required for the watch?

For automatic mechanical watches, you should wind it at least once a week, though regular wear is often enough to maintain it. For hand-wound, manual watches, you should wind it daily Try to avoid letting any mechanical watch sit inactive for more than a month. Minimal maintenance is needed for mechanical watches, but we recommend having the watch serviced every 5-10 years by a qualified watchmaker.

Can EONIQ service my watch?

Yes, we can service your EONIQ watch. Please send us an email at info@eoniq.co and we will get back to you with a quote.

How can I make sure my EONIQ watch lasts a long time and stays in a good condition?

In general, you should avoid exposing your watch to physical shocks, extreme changes in temperature and humidity, as well as protect it from water. To keep your watch clean, we recommend carefully cleaning the watch with a damp cloth from time to time.

For maximum longevity, we also recommend having the watch serviced every 5-10 years by a qualified watchmaker to make sure the movement stays in a good condition.

My watch has a problem but my warranty has expired. What do I do?

Please send us an email at info@eoniq.co with as much information about your problem as possible, with pictures if relevant to the issue. We will get back to you with a repair quote as soon as possible.

How can I upload an image to engrave?

There’s an “Engrave Function” in step 2 of the watch designing page. Simply click the “Add image” button to upload your design for engraving.. After uploading, you can place the image on the preview watch and adjust the size of the engraved image as needed.

What size should my images be?

A picture with a minimum resolution of 800px x 800px is recommended.

How can I change to another type of watch?

As different models use different parts and components, designs are not directly transferrable between models. We suggest you save every design you make and create new ones if you wish to change to another type of watch. To create a new watch, go to the “New Watch” page or click here for more options.

I’m having technical issues with the designing my watch or placing my order. What do I do?

1. If you are using your phone, try placing your order on a desktop computer or laptop instead, as that can sometimes work better.

2. Save your watch design and refresh the page. This can fix many common issues.

3. If the above steps do not fix the issue, please email us at info@eoniq.co. We're here to help!

How can I pay for my order?

You can pay with almost any credit or debit card: Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

We also accept gift and prepaid cards that are one of the above types. We accept cards of these types from customers anywhere in the world.

When I proceed to checkout, it says “Payment Error. Your card was declined.” What should I do?