FAQ
FAQ
Quick answers about HANOISON made-to-order watches, production queue, artisan marks, delivery, returns, and warranty support.
Made to Order
HANOISON accepts payment at checkout so an order can be reviewed and placed into the production queue.
After confirmation, the customer receives an estimated waiting time based on the current queue, product complexity, handmade strap work, and final quality control. Standard production time is estimated at 3 to 5 weeks before dispatch.
Artisan Mark
Each completed piece carries the name or mark of the artisan responsible for the work. The mark may appear on the dial, handmade strap, presentation box, or related finishing detail depending on the product.
Service
Orders may be cancelled within 3 days after payment for a full refund. After 3 days, materials and production work may already be prepared or started, so eligible cancellations are refunded at 80% of the paid product amount.
All HANOISON products are made to order and are not eligible for return for change of mind. If a product arrives defective, damaged, or incorrect, HANOISON will review the case for exchange, repair, or replacement.
HANOISON provides 5-year warranty support for eligible manufacturing and artisan workmanship issues.
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Frequently Asked Questions
Made to order
Yes. HANOISON accepts payment at checkout so your order can be reviewed and placed into the production queue.
Your order is reviewed, assigned to a production slot, and then prepared for dial work, handmade strap work, presentation box finishing, inspection, and shipping. HANOISON will notify you of the estimated waiting time and delivery window.
Standard production time is estimated at 3 to 5 weeks before dispatch. Timing depends on the current queue, the chosen product, engraving complexity, handmade strap work, and quality control. The estimated timeline is shared after order confirmation.
Product details
Yes. Each completed HANOISON piece carries the name or mark of the artisan responsible for the work. The maker's mark may be stamped or applied to the dial, handmade strap, presentation box, or related finishing detail depending on the product.
No. Small variations in engraving, strap texture, finishing, and handmade details are expected. They are part of the character of a made-to-order artisan product.
Avoid impacts, chemicals, strong moisture, and prolonged direct heat. Handmade leather straps should be kept dry and allowed to rest between wears.
Service
Orders may be cancelled within 3 days after payment for a full refund. After 3 days, materials and production work may already be prepared or started, so eligible cancellation requests are refunded at 80% of the paid product amount.
All HANOISON products are made to order and are not eligible for return for change of mind. If your product arrives defective, damaged, or incorrect, contact us with your order number and photos so we can review exchange, repair, or replacement options.
Shipping begins after production, inspection, and packing are complete. Tracking information is shared when the order is dispatched.
Yes. HANOISON provides 5-year warranty support for eligible manufacturing or artisan workmanship issues. Contact us with your order number, photos, and issue details so we can review the case.