Questions & Answers

Below we have tried to answer the most asked questions. If you have a question that is not answered, please send us an email using the contact form.

Tip: Click on a question to scoll to the answer. Click again on the answer to scroll to the top.

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Questions & Answers

Below we have tried to answer the most asked questions. If you have a question that is not answered, please send us an email using the contact form.

Tip: Click on a question to scoll to the answer. Click again on the answer to scroll to the top.

Questions & Answers

General

1. How did you arrive at the "Stuckx" name?

2. What is your brand "story"?

3. How large is the Stuckx company?

Order Process

4. How do I order via the web shop?

5. How can I pay the order via the web shop?

6. Will I get documents with my watch?

7. What happens when the product I ordered is out of stock?

8. Can I cancel my order before shipping started?

9. How are products shipped?

Warranty & Returns

10. What do I need to do if the product I receive is broken or damaged?

11. What is your warranty policy?

12. What is your return policy?

Service

13. Where can I find the owners' manual?

14. Who can service my watch?

Privacy

15. How do you treat my personal data?

Pricing & Taxes

16. Do Stuckx prices include VAT (value added tax)?

17. What about duties and import taxes?

Answers

General

1. How did you arrive at the "Stuckx" name?

We will start by making fun of it ourselves before someone else does. Stuckx Suckx is a nice one. Movements being "Stuck" another.... F@ck Stuckx: yeah, why not?

The reality is simple. Looking for a suitable brand you go through the motions. Taking your own name, the kids' names, translating your name in English, looking at myths, mythical figures, old names to do with time... And I found some cool ones but couldn't relate it to myself and my vision. Many were being used already by the way. I also looked at 70's TV shows like Starsky and Hutch to get inspiration. Looked at Marvel Comic characters and somehow (the exact process is a black box even to me) arrived at "Stuckx" amongst some others that gave me a 70's "vibe".

I let it sink in for a few days and starting checking availability of the URL/Facebook page names/International brand database. It appeared that STUCKX was the most original one and could actually be used. Then I wondered. Will people like it, will they make word jokes? Yeah, they probably would. I tested with some good friends, got mixed reactions, meaning it would be down to me, myself and I to decide.

Then I checked some brand names that we all know and feel familiar with now, but tried to look at them from a "fresh" perspective. IWC actually is a pretty lousy name, Jaeger leCoultre complicated.... KADLOO, Stowa, KOBOLD, Stolas, Buran, Zuriner, Montrek, Serket, GaGa..... if you look at many they only make sense because you understand what they do and do it well (or at least have been doing it for some time). Some people making watches just have cool names like Sarpaneva.

The name itself is not what determines success. People apparently can get used to it. Kodak, Staedtler, Pfizer...you get my drift. I decided to follow my gut feeling. The design of the logo with the added "X" also doubling as styled hour glass made me feel certain. This looks like something a 70's action hero would put on his chest. See there my actual wish: We want to be the action hero in the watch world. Fight the bad guys. Make you smile. Be bold. The Stuckx name got stuck in my mind. My beautiful baby. And I am sticking to it.

2. What is your brand "story"?

The Stuckx story is a simple one. Having been selling watches made by other great micro brands for many years, it was time to create a brand we could call our own. It was like an urge: once we had some ideas, we just had to follow through with it. We make watches to fulfil a dream and for the positive energy that gives. Watches that create a positive spark in our mind.

We have a very intense relationship with our designer. We started with key elements that helped us define a direction: 70's inspired, colors, both basic and more extremely outside the box, "challenging" designs. We asked him to not hold back, to draw what he thought was great. Together we selected the first concepts and work began. Finalizing drawings, making manufacturing plans, selecting components... We are now in the process of receiving samples for various product ideas and probably they will need some adjustments to make them "perfect".

What is important: We make watches that we personally like. With good designs, good wearability and some interesting details. We probably never will make a dial that hasn't got 3D indices. We just love them. Most watches will carry some colorful details. Just some accents or full-fledged outrageous. 

We will not always make use of the most modern materials: we use what we think fits a specific model best. Just adding all high tech features "because you can" does not necessarily make a great watch. We will always use movements from reliable suppliers. We will keep prices fair and see customer contact as one of our main tasks. We will offer pre-sales to crowdfund new models if we need to. We will not let a lack of cash flow stop our dreams.

At the end of the day we do not make watches for the masses. We target to sell to both watch collectors as watch newbies. We can live with a probable fact that not all will "dig" what we make. It goes with the territory. We cannot satisfy all. Or better said: we won't. But if we cause some people to smile, to ignite "a spark", we are succesful the way we want to be.

3. How large is the Stuckx company?

Stuckx is a teeny tiny company. Formally a one-guy operation and that person is not only "doing" Stuckx.

Part of the JWood Company BV, Stuckx is managed by a mid-forties real watch lover who started importing the New Zealand brand "Magrette Timepieces" back in 2007. Other brands followed, like Halios from Canada, Tempest from HongKong, Minator from Turkey and TNT from Germany. On www.FORaSEC.com you will see our web site dedicated to these fantastic micro brands and other small scale watch projects.

Obviously Stuckx depends on more great people behind the scenes, partners and suppliers. Not in the least a (very) supporting wife and two daughters who allow watch-daddy to follow his dreams.

Order Process

4. How do I order via the web shop?

After you have made your choice, the webshop will guide you through the steps of the order process:

1. Selection of the article(s) and place the order (by clicking "add to cart")

2. From the shopping cart view, choose "next step" to enter your invoice address details and accept the general terms and conditions

3. If required, choose to enter a different delivery address

4. Choose the shipping method

5. Choose the payment method

6. Final check of the order (overview)

7. Confirm by choosing "Accept and pay"

Your order has now been processed. You will be guided to a DocData screen for payment or to PayPal. Finally you will receive a confirmation by email. All further communication will be sent via email, so please ensure that the email address you submitted is correct and that the inbox is checked regularly for new messages. If you do not get an email confirmation after ordering, please check your spam-inbox and add our email address to your trusted addresses list.

5. How can I pay the order via the web shop?

We work together with DocData Payment Systems to securely handle your payment. The payment methods that can be used depend on the country from which payment is made.

Some methods available:
- Local bank transfer (transfer to a DocData bank account in your country: no hassle.)
- PayPal: also if you want to pay using a credit card (most countries,www.paypal.com).
- Sofortüberweisung/DirectEbanking (direct debit via your own bank: safe and easy. For more information, please click: DirectEbanking)
- Using the iDeal payment system (in The Netherlands only). iDeal is an online payment method that is directly linked to the internet-banking functionality of a large number of dutch banks. If you are using internet banking from ABN AMRO, Fortis, Postbank, Rabobank or SNS Bank, you can pay directly using iDEAL. For more information, please click: www.ideal.nl.
- Bancontact/Mr. Cash (popular in Belgium). Another local online payment method. Direct bank debit via your bank's interface. Comparable to iDeal and Sofortüberweisung. For more info, click: Bancontact/Mr.Cash
- International bank transfer (transfer to an international DocData bank account, using IBAN/BIC)

6. Will I get documents with my watch?

You will receive a confirmation of your order via email, normally within two hours after finalizing your order. This confirmation shows exactly what you ordered and contains a link to our general terms & conditions and this page as well. With your order you will receive a paper invoice, as well as a guarantee card to act as proof of date of purchase for warranty.

7. What happens when the product I ordered is out of stock?

We try to keep the web shop up to date with our stock situation. In the event that a product (or part of your order) is out of stock, we will contact you within 7 business days with an estimated delivery date. If at that moment you wish to cancel (part of) your order, we will (partly) refund at no costs.

8. Can I cancel my order before shipping started?

Yes. Every order can be cancelled without requiring a specified reason and without payment of a fine, if not yet shipped, within 24 hours after confirming the order. The customer is required to send an email to sales@stuckx.com first. The cancellation of the order will be confirmed by email. As soon as a request for cancellation has been confimed by us, you can regard your cancellation as having been received properly. If payment for the cancelled order already has been made, Stuckx will pay back the amount received within 14 days at maximum. 

9. How are products shipped?

The products are shipped using the following methods:
- Secure shipment by FedEx for shipments to The Netherlands, Germany, Belgium and Luxembourg. The shipment includes track & trace via internet. Price to these countries is Euro 12,99.
- Secure shipment by FedEx to countries in the EU. The shipment includes track & trace via internet. Price for the main countries is Euro 25,-, some countries (BG/CY/CZ/EE/HU/LV/LT/MT/RO/SL/SK) Euro 35,-. Price wil be calculated in the order process depending on destination.
- Secure shipment by FedEx to destination countries outside the EU. The shipment includes track & trace via internet. Price for most countries is Euro 35,-. Price wil be calculated in the order process depending on destination.
- In a so-called cushioned air-envelope. This is only possible for goods up to a value of € 100,- and small enough to fit in an A5-size envelope. Please note: this shipping method is not insured and offers no track & trace possibility! 
- Pick up, only by appointment.

We will remain the right to exclude countries if experience shows that our product has a very high chance of damaging or disappearing during transport.

Warranty & Returns

10. What do I need to do if the product I receive is broken or damaged?

The customer has to check the delivered product directly after recieving the good(s). If it appears that the delivered product is wrong, defective or incomplete, the customer has to notify Stuckx by email via service@stuckx.com (before returning the goods). Stuckx will then provide further instructions to process the complaint via email. Returning the defective product must be done in the original packaging material (including accessories and documentation) and in new, un-worn condition. Using the product or selling it after noticing the defect will expire the right to claim and send back the product. Shipping/insurance costs for warranty return-shipments will initially be born by the customer. These costs will be credited by Stuckx if the complaint appears to be covered by warranty.

11. What is your warranty policy?

The warranty period on Stuckx watches is 24 months. During this period, Stuckx will, if the defect is covered by warranty: 1) Pay costs for repair (by Stuckx or appointed repair center), or 2) exchange the product by a similar product, or, in case this is not reasonably possible, 3) reimburse the purchase amount. This warranty is not valid if the damage is caused by: 1. wrong usage 2. damage from outside 3. theft 4. negligence. Watch straps and the glass watch face are excluded from warranty. Warranty is no longer valid if others than Stuckx or third parties appointed by the manufacturer have (attempted to) repair the product.

12. What is your return policy?

Each (full) order can be cancelled within 14 days after reception of the shipment (or the last shipment of orders consisting of more shipments), without fines or the necessity to give a reason (allthough we certainly appreciate it). You will be responsible for the return shipment costs. Please use the original packaging if possible and use a shipment service with tracking information and signature upon receipt to avoid any issues.

You will need to ship back the product(s) within 14 days after informing us of your decision to withdraw. Ofcourse we will reimburse the paid order amount in full. We will refund within 14 days after having received your decision to withdraw the agreement, or wait until we have received the products back (or you can provide us with proof of shipment).

You might have misjudged the size on your wrist, you just might not feel a "click". It doesn't matter. If you are not happy, you just send it back.There is just one important rule: do try on the product, but do not wear it because of hygenic reasons. We can only accept products that are not damaged nor obviously worn.

If you want to return your product, please contact us after receiving the product(s) within 14 days after reception via sales@stuckx.com. Alternatively, you can use the model form for withdrawal of the agreement. You can download that HERE (in Dutch) or HERE (in English).

Note: some products can be excluded from the right of withdrawal. This can be the case for pieces that are truly "made to order". If this is the case, it will be mentioned on the product page.

Service

13. Where can I find the owners' manual?

You can find an owners' manual by clicking THIS LINK. You can also right-click the link and choose to download the PDF.

14. Who can service my watch?

For (possible) issues during the 24 months warranty period, please contact Stuckx via service@stuckx.com. We work with a certified watch maker for repairs and judgement on warranty cases. For general service (general check, gasket check/replacement, adjustment, lubrication, cleaning) you can visit every experienced watch maker. Our movements are not hard to service. We advise a general check/service at least every 5 years to keep your watch in excellent condition. Of course you can also contact us for a service.

Privacy

15. How do you treat my personal data?

Personal data

We respect your privacy and will not ever show, share, rent, sell or otherwhise hand over your personal data to third parties, unless this would be required to ensure proper processing of an order (bank,shipping company).

You will only receive email from us related to an order, registration, as answer to a question or by subscribing to our newsletter, service email or reservation list. Unsubscribing from these lists is easily done by clicking the link at the bottow of each newsletter (or sending us an email).

Information you provide

You will only be asked to provide information if you place an order or subscribe to the Stuckx newsletter or reservation list. This information is provided by you on a purely voluntary basis and you are only asked for the minimum information needed to either process your order or add you to the mailing list.

If you make a direct online payment, your order is processed through an authorised payment gateway (e.g. PayPal, iDeal) and forwarded to Stuckx, your card number is not included in the information we receive. A hard copy of your order details is retained for accounting purposes only. Your details are not made available to any third party except for the taxation authorities if so required by them as part of an audit of our accounts.

Pricing & Taxes

16. Do Stuckx prices include VAT (value added tax)?

All prices shown are export prices. For countries within the EU, the obligatory V.A.T. tax of 21% will be added automatically during check out.

17. What about duties and import taxes?

Items shipped within the European Union

All items shipped within the European Union are charged Value Added Tax at the current rate of 21%.The amount of Value Added Tax is stated seperately on you order.

Items shipped outside the European Union

You are not liable for Value Added Tax but may be liable for import duties at the rate set by your own country. Stuckx does not prepay duty or taxes. Any import duties/taxes/handling charges for import are the responsibility of the buyer.

Items shipped to businesses within the European Union

In certain cases it will be possible to exclude Value Added Tax if the order is made by a company with a V.A.T. registration code within the EU. Please contact us before ordering if you want to use this possibility.