FAQ

Question:  My leather strap is showing signs of wear - is this normal?

Answer:  The variations in color and texture in our straps are characteristic of tanned leather and over time may darken, fade or change in color. This is an attribute of the leather and not a defect, fault or quality issue.

In order to preserve the beauty of your leather we do recommend treating your leather strap with a leather protector before wear, as this can help leather to resist dirt and moisture.

We also recommend that you keep your leather strap away from intense sunlight, heat, water, humidity, makeup and perfume to prevent any damage or staining.

Straps are not covered under warranty but we do hold limited stock of replacement straps that are available to purchase. 

Question:  Are the straps interchangeable?

Answer: All our watches have an easy way to change your strap. You can refer to our change strap page  https://victoriawalls.com/pages/changestrap

However if you find this too complicated, you can always find the nearest jeweler or watch maker who would help you in a fraction of the minute.

Question:  I want to buy a replacement strap - how can I do this?

Answer: Straps are available. Please contact our customer service for replacement straps. Soon they will be available in our online store.

Straps can be replaced easily as they are attached with spring bars - however we do recommend taking the watch and strap to an independent local jeweler who should be able to attach it easily and inexpensively.

Question: The plating on my watch is showing signs of wear, is there anything I can do?

Answer: Victoria Walls use the best plating methods available but it is the nature of plating to wear over time especially when it comes into contact with body cream and perfumes. We always recommend removing your watch when it may come into contact with water, perfumes and body creams to help preserve its beauty.

Rose Gold plating by nature is less durable and will fade quicker over time.

Question: Is my watch waterproof?

Answer: Your watch is water resistant to 3ATM which is 30m (3 Bar).

We do recommend removing your watch before swimming or bathing because leather straps are less resistant when exposed to water frequently.

Although your watch is water resistant, we strongly advise removing before showering or entering a sauna. This is because extreme heat can cause watch seals to expand and create openings for water droplets to penetrate your watch.

Please note any water damage to your watch is not covered under warranty. 

Question: My watch has condensation – what can I do?

Answer: If your watch experiences a sudden change in temperature or pressure, you may notice a condensation appearing under the crystal glass. This generally disappears by itself if left alone.

Please do not attempt to aid this by exposing your watch to heat to dry it out as this may damage the watch and will only cause the condensation to persist. 

Question: What is covered under the warranty?

Answer: Victoria Walls offer a limited warranty of defects in materials and workmanship for a period of two (2) years after original purchase if purchased from an official Victoria Walls partner. The warranty does not cover batteries, glass, plating, straps or accidental damage caused by lack of care including water penetration.

Question: How long should my battery last?

Answer: The average battery life is 18 months. All watches come open crown, which needs to be closed to activate the battery. To activate the battery, press the crown into the side of the case. If your watch has stopped working, it's likely the battery needs replacing. Any local independent watchmaker will be able replace your battery.

Please kindly note that battery replacements are not covered under warranty.

Question: Do you offer a repair service?

Answer: If your watch requires attention, please contact our Customer Service team by emailing service@victoriawalls.com

We offer glass replacements for all sizes and styles. Our repairs team will be more than happy to provide a quote for any repair outside of warranty. 

Question: What materials are used to make Victoria Walls jewelry?

Answer: Your Victoria Walls jewelry is made of highest-grade stainless steel. We use only genuine highest purity crystals from verified suppliers.

Victoria Walls use the best plating methods available but it is the nature of plating to wear over time especially when it comes into contact with body cream and perfumes. We always recommend removing your jewelry when it may come into contact with water, perfumes and body creams to help preserve its beauty.

Rose Gold plating by nature is less durable and will fade quicker over time.

Question: What is the best way to care for my Victoria Walls Jewelry? 

Answer: When you’re not wearing your Victoria Walls jewelry, we recommend keeping them stored individually in the pouches that they arrived in. If you have our bracelets or necklaces, we recommend storing these with the chains fastened which will minimise any scratching or tangling. 

Water can discolor jewelry, so we always recommend removing it before bathing, showering or swimming. 

Avoid storing your jewelry in intense sunlight and away from contact with perfumes, make up, body and sun creams as they can cause plated items to tarnish.

Question: How should I clean my jewelry? 

Answer: We advice you for cleaning your Victoria Walls jewelry to use damp cloth. If your jewelry needs further cleaning use mild soap with damp cloths, after soap please clean your jewelry with damp cloth again.

Question: How does the adjustable chain mechanism on my necklace/bracelet work?

Answer: To adjust the length, simply take hold of the end of your jewelry piece on the adjustable fastening and slide up or down the chain until your necklace/bracelet is at the desired length. 

Question: Where do you ship your products? 

Answer: Due to customs and taxes the Shipping is available only to European Union (EU) countries. Please check if you belong to EU before placing the order.