Frequent Asked Questions
What do I get for being a member?
Members are part of the Sanctuary family. When you become a member we email you to notify you of new designs, competitions, discounts, free gifts and provide you with loyalty points that you can use as part of our currency.
How is it different to subscribing?
Good question. Subscribers will get future updates of competitions, discounts and new content and designs - we keep you in the loop. Being a member is different to a subscriber as membership allows you to get loyalty points every time you purchase an item. These loyalty points will provide a somewhat discount towards your next purchase or even a free product if you accumulate and save up enough points. The loyalty points acts an additional to any promotions or discounts that you have already applied
How do I sign up as a member?
It's simple! You can sign up as a member right now! Click this link. Fill out the membership form and join the revolution.
If you are unsure you can always contact us:
I forgot my login user / password
You can recover or reset your login details. Click this link. If you are unsure you can always contact us:
Is The Sanctuary Watches stocked in any retail stores?
We are currently not stocking our watches in any retails stores at the moment. All Sanctuary Watches are only available online, right here. Please only purchase from out website to avoid sales of unauthentic items. Stocks may hit retail shelves in the near future.
Sanctuary Watches will always deliver the best options for you. At Sanctuary we offer free shipping worldwide! That's right, we pay your shipping fees for you.
All items are dispatched within the range of 1-3 business days from online order purchase. You will receive a confirmation email that your order has been fulfilled and this will be accompanied by tracking information.
Item delivery ETA will vary according to location. It will take approximately 1-5 business days from the time of fulfilment to delivery orders within Australia and 10-15 business days for worldwide orders.
I didn’t receive any email confirmation
Not to fear we're always here to help! We want you to get notified of shipment as soon as possible! First try going through your folders such as inbox, junk and spam mails and filter for our name. Make sure to not put our emails in as spam emails. If you still can't find your email please submit a form to our customer care. Click this link
My order status is ‘unfulfilled’, what does this mean?
An unfulfilled order simply means that we have packed your order and it is ready for shipping. Once it is sent off your order will be fulfilled with a confirmation and tracking email sent to you. We often ship orders on the same day of order however in cases of high volumes orders will be shipped 1-3 day business days after the order have been placed and payment successful. If you still did not see a confirmation email please contact us at email@example.com please provide your shipping details and order number.
I’m having trouble with my payment method
We accept payments from Mastercard, Debitcards Visa, American Express and PayPal transactions.
If you have any troubles please let us know! firstname.lastname@example.org
Received a watch and you think something's wrong with it? Not to fear! Sanctuary is here.
We're here to help solve your delivery problems
Your return item must fit all the below criteria:
Be returned within 14 days of the received product
Has not been worn and in original packaged condition with all documents.
All tags and labelling
Return with original box (package) without external stickers placed on it for return
Contact email@example.com with your name / order number and address
All returned items should be authentic.
If you believe your item is faulty or is mechanically faulty within the warranty claim period - please contact us at firstname.lastname@example.org and clarify the faults with relevant photos and/or video of the faults. To have a successful warranty claim, the faults must be relevant to the warranty agreement found in the booklet manual.