FAQ

1. HOW do I find an item I am interested in on the website?

You have 2 possibilities:

• From the home page at the top right, look for the magnifying glass, click on it and type in the name of the model you are looking for (you can search by color or genre – ladies or gents).
• From the SHOP navigation menu choose the product category you are interested in, scroll through the catalog or apply the suggested filters to refine the search according to your preferences: color, genre, price.

You did not find what you are looking for? Write to CUSTOMER SERVICE (see point 2)

 

 

2. WHAT ARE THE CONTACTS OF I AM CUSTOMER?

You did not find what you are looking for? Write to customercare@diffusioneorologi.it or call the 0823 513065 from Monday to Friday from 9.15am to 1.15pm and from 2.00pm to 6.00pm.

 

 

3. How do I ORDER?

Once you have chosen the item to purchase, click on the “Add to cart” button to place the product in the cart and proceed with the order. To complete the purchase and proceed with the payment, click on the “Cashier” button and follow the instructions regarding the checkout process (entering billing and shipping information). Your order will not be accepted until the end of the checkout process, with the entry of the data required for payment and after the appearance of the result page.

4. HOW DO I KNOW IF MY PAYMENT HAS BEEN SUCCESSFUL?

After placing the order, you will receive a confirmation message to the e-mail address you entered at the time of purchase. In the message, there will be a link that directly refers to the status of the order.

If you do not receive the e-mail, please check the SPAM inbox or contact our Customer Service (see point 2).

 

5. How can I check the items I have placed in the cart?

After selecting the item or items you wish to purchase, you can check your cart by clicking both on the cart icon at the top right and on the “View cart” button that appears on the tab of the chosen product. By clicking on the icon at the top right, a side window will open with all the information relating to the order: product image, product description and quantity. Furthermore, the entire cart will always be visible before checkout, in the order summary page accessed by clicking on “View cart”, and during the billing and shipping data entry phase.

 

6. HOW CAN I CHECK THE STATUS OF MY ORDER?

To check the status of an order or shipment, you can contact Customer Service (see point 2). Remember to indicate the order number and the name which you placed the order with.

We also inform you that the track number to check the shipping status of your order is available on average 24 hours after the order itself (48 or 72 if the order is made over the weekend).

 

 

7. CAN I CANCEL MY ORDER?

Yes, log into your I AM account and enter the “Your orders” section, select the order you want to cancel and click on “Cancel Order”. If you are not registered on the site and have placed the order as a “guest”, you can retrieve the order and cancel it by clicking on the “Order Status” link in the order confirmation e-mail. We also remind you that you can cancel the order once it has been made, unless the order has already been placed. In fact, if you place your order by 1:00 pm on a working day, you will need to contact Customer Service to be able to cancel it. If, on the other hand, you make a purchase after 13.00, you can personally cancel the order on the page relating to your order or request the support of the Customer Service.

 

8. I MADE A MISTAKE AT INSERTING  SOME DATA FOR DELIVERY. WHAT CAN I DO?

Contact Customer Service (see point 2) to change one or more data entered at the time of online purchase (eg name, surname, shipping or billing address, etc.).

 

 

9. MY PACKAGE WENT TO STORAGE. WHO SHOULD I CONTACT?

To release a parcel that is in storage at the arrival branch of the reference shipper (eg after a few delivery attempts), contact the Customer Service indicating the order number and the name used to place the order.

10. HOW IS MY ORDER PACKED?

Each I AM product has a special customized package with the I AM logo. In the package that the courier will deliver you will also find an official I AM shopping bag and a catalog with all the brand’s collections.

 

11. WHAT ARE THE PAYMENT METHODS YOU ACCEPT?

The payment method we accept for online purchases is Paypal and Stripe (credit cards only). If you do not have a Paypal account, you can still use your card which will automatically connect to Paypal, without necessarily creating the Paypal account.

 

 

12. CAN I RETURN OR REPLACE AN ITEM ON A PURCHASE?

Yes, you can request the opening of a return procedure to return the product or replace it with another item of the same value or different value, if the product, purchased on the online store, does not satisfy your expectations or in the case of flaws, if found within 15 days from delivery of the product itself (eg clock not working or crystals/stones missing).

Please contact Customer Service and complete the return form. Depending on the case, the return will be at your or our expense. For more information, visit the Return Policy page (link Return Policy)

  

13. AFTER HOW MANY DAYS WILL I RECEIVE MY ORDER?

Online purchases are shipped and delivered in about 2-5 working days from when the order is placed throughout the national territory, from Monday to Friday, from 9.00 to 18.00. Times may vary abroad. All orders received are processed and shipped as soon as possible, following the authorization of the payment of the credit card and clearly following the verification of stock availability.

 

 

14. WHAT COURIER WILL MY ORDER BE SHIPPED BY?

The courier with which we ship our products throughout the national territory is Bartolini and only in some specific cases GLS. For purchases to and from abroad the courier of reference is DHL.

 

15. HOW MUCH ARE THE SHIPPING FEES?

The shipping fees on the national territory cost €. 4.90 and are free only from €. 39.00 of expense. Shipping fees are always paid for purchases from and to abroad and the cost changes according to the destination country. However, the cost of shipping will always be viewable at the time of payment. For more details, contact Customer Service.

 

 

16. DO YOU ALSO SHIP BROAD?

Yes, we ship all over the world except for Russia. Please note that customs fees for some countries different from Italy, where provided for, are excluded from shipping costs and are charged to the customer.

 

 

17. THE ITEMS THAT ARE NOT MORE AVAILABLE ON THE WEBSIT WILL BE RESTOCKED?

Most I AM items are very often restocked. If this is not possible, the item will no longer be shown on the website.

 

 

18. WARRANTY: HOW TO REGISTER IT, HOW IT WORKS AND HOW LONG IT LASTS?

For any I AM watch, you can register the warranty by filling in a form that you can find on the Warranty page. Remember that the warranty has a duration of 24 months from the time of registration or purchase of the product.

 

 

19. CLOCK MAINTENANCE

This watch contains particular electronic components:

• Do not try to open the case or remove the case back.
• Do not use the buttons under water, while immersion or swimming (water resistance of 5 ATM). Immediately check the watch if water enters or condensation occurs inside it. Water can corrode the electronic parts inside the case.
• Avoid strong impacts: the watch has been designed to withstand impacts caused by normal use. Avoid subjecting the watch to strong impact or abrupt use and be careful not to drop it on hard surfaces.
• Do not expose the watch to extreme temperatures
• Clean the watch only with a cloth and water. Do not use chemicals or especially avoid soaps.
• Keep the watch away from strong electrical sources and static electricity. 

 

20. MY I AM WATCH STOPPED WORKING. IS THE WARRANTY STILL VALID?

From the moment of purchase of the product, the warranty is valid for two years and it covers all damages relating to the watch mechanical parts such as movement and battery, with free assistance. If the problem is with movement or if you simply need to replace the battery, it is necessary to send the watch in assistance to our repair center at the following address:

 

 

LABORATORIO OROLOGIAIO

C/O Centro Orafo “Il Tarì”

Zona ASI Sud

81025 Marcianise (CE) – ITALY

 

 

21. WHERE CAN I REPAIR MY I AM WATCH?

I AM undertakes to guarantee a continuous assistance service, even after the 24-month warranty has expired. To be able to repair the damaged watch, regardless of the type of purchase (online or onsite), please contact Customer Service. We will contact you directly with our repair center which will handle your request for assistance: we will try to repair your I AM watch as soon as possible and guarantee maximum satisfaction for both parts.

 

 

22. HOW MUCH IS THE ASSISTANCE? WHAT IS THE TIMING?

The cost of assistance varies depending on the problem that has emerged on a product. In general, for some items, you can take advantage of free assistance during the warranty period, equal to 24 months. Assistance approximately requires 15 working days from when the request is taken into account.

 

 

23. HOW DO I USE A DISCOUNT CODE THAT I HAVE?

If you have a discount code, you can add it in the relevant field present during check-out, that is, when entering data for payment. Once entered, you will find the total cart reduced by the value of the discount voucher used. If you have problems entering the code, contact Customer Service.

 

24. WHERE CAN I BUY THE I AM PRODUCTS?

I AM sells its products online through its website www.iamthewatch.com. In addition, you can also buy I AM products from authorized resellers throughout Italy and find them by browsing the Resellers section of the website.

 

 

25. WHERE CAN I FIND THE I AM AUTHORIZED STORES IN MY CITY?

You can find the authorized I AM points of sale closest to you directly in the Resellers section available on the homepage.

 

 

26. HOW CAN I CANCEL MY ACCOUNT?

You can request cancellation of your account by sending an email to customercare@diffusioneorologi.it

 

 

27. I CANNOT ACCESS THE WEBSITE BY MY ACCOUNT.  WHAT SHOULD I DO?

If you are unable to access the website with your credentials, you can request support from Customer Service (see point 2).

 

 

28. I FORGOT THE PASSWORD TO ACCESS THE WEBITE. WHAT SHOULD I DO?

If you do not remember the password which you registered to the website with, you can click on “Recover password”: you will be asked to enter the e-mail address you used for registering and you will receive as soon as possible an e-mail in which you will receive all the information needed to change your password.

 

 

29. HOW CAN I CANCEL MY NEWSLETTER REGISTRATION?

If you want to unsubscribe from the newsletter, in a newsletter “If you wish to unsubscribe, click here”.

 

 

30. I CANNOT RECEIVE THE NEWSLETTER. WHAT SHOULD I DO?

If you do not receive the I AM newsletter, check your spam box: our communications may have ended there! Otherwise contact Customer Service (see point 2).

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