Thank you for your review. Unfortunately, several key points in it are factually incorrect or misleading, and we feel it is important to clarify the actual timeline and circumstances.
The order was placed on December 30, during the holiday period when most suppliers and banks operate in limited mode. The payment was not received immediately; it arrived on January 2 (Friday). Until payment is received, an order cannot be processed, reserved, engraved, or checked against real-time supplier availability.
On the very next business day, Monday January 5, we contacted you regarding the engraving details. On January 7, after confirming availability with the manufacturer, we informed you that the selected model was unfortunately no longer available and immediately offered alternatives. This is a standard and unavoidable process with watches, where stock levels can change rapidly and are often confirmed only after payment.
There was no “two-week silence” from our side. All steps were taken as quickly as realistically possible, given the holidays, banking delays, and manufacturer confirmation timelines.
Regarding the refund: you were refunded in full for the order amount we received. Currency conversion losses and international bank fees are charged by third parties (banks and card providers) and are explicitly outside our control. These fees are not retained by us, and no retailer can reasonably be expected to cover them.
We regret that the watch could not be delivered, but the situation was handled correctly, transparently, and promptly. Presenting this as unprofessional behavior or misleading intent does not reflect what actually happened.
For international customers with time-sensitive gifts, we always recommend contacting us before placing an order, especially during holiday periods, to avoid precisely this kind of disappointment.
Jakub - Helveti.cz
