The product I received is faulty, can I do an exchange?
The product I received is faulty, can I do an exchange?
If the product is faulty, please email us at estore-my@fossil.com with your order number, within 7 days after you have received the product. We will advise you on the next steps.
Refunds or exchanges once payment has been made are not allowed, unless the product received is faulty.
How much does shipping cost?
West Malaysia - RM 10 per order
East Malaysia - RM 20 per order
International shipping is not available.
How long will it take to deliver my order?
All orders are shipped out every Monday and Thursday to addresses in Malaysia only.
While we cannot guarantee delivery times, the courier should deliver within 5 to 7 working days after your order has been shipped out from our store.
Kindly take note that there might be some delays in deliveries due to the current COVID-19 restrictions. In cases where your order cannot be fulfilled due to location restrictions, we will inform you and refund your full amount. We appreciate your understanding and patience.
I can't check out or place an order.
Please ensure that you are placing your order from within Malaysia, and using a valid credit card.
Where can I get my watch repaired under warranty?
FOR A TRADITIONAL WATCH
Your watch is warranted for a period of two (2) years from the original date of purchase under the terms and conditions of the warranty. This warranty covers materials and manufacturing defects, the watch movement, hands and dial only. A printed copy of the receipt is required for warranty repairs.
The covered components will be repaired for free or the watch will be replaced if it proves to be defective in material or workmanship under normal use. To send your watch in for repairs, please click here. In case of replacement, we cannot guarantee that you will receive the same model watch. If your model is not available, a watch of equal value and similar style will be provided.
This warranty does not cover:
- Any defect in materials and workmanship of battery, case, crystal, strap or bracelet; including plating on the case and/or bracelet.
- Damage resulting from improper handling, lack of care, accidents, normal wear and tear or aging.
- Water damage if care instructions for the product's water resistance levels (as marked on the product) were not followed.
- Products that are not purchased from an authorized retailer.
This warranty is void if the watch has been damaged by accident, negligence of persons other than authorized sales or service agents, unauthorized service, or other factors not due to defects in materials and workmanship. This warranty is void if the serial number or product date codes or other tracking marks have been removed, altered or obliterated.
The above reflects a summary of the terms of the manufacturer's warranty. Please refer to your warranty booklet for the full details.
FOR SMARTWATCH PRODUCTS
Your smartwatch is warranted for a period of one (1) year from the original date of purchase under the terms and conditions of the warranty. Except that if you reside and purchased this product in the European Economic Area (EEA), the United Kingdom (UK), or Switzerland (CH) the warranty period is two years. This product and accessories included in the packaging with the product (the “Product”) are free from defects in material and workmanship under normal use for the period commencing upon the date of purchase. A printed copy of the receipt is required for warranty repairs.
The covered components will be repaired for free or the watch will be replaced if it proves to be defective in material or workmanship under normal use. To send your watch in for repairs, please click here. In case of replacement, we cannot guarantee that you will receive the same model watch. If your model is not available, a watch of equal value and similar style will be provided.
This warranty does not cover:
- Any defect in materials and workmanship of battery, case, screen/crystal, strap or bracelet; including plating on the case and/or bracelet.
- Damage resulting from improper handling, lack of care, accidents, normal wear and tear or aging.
- Water damage if care instructions for the product's water resistance levels (as marked on the product) were not followed.
- Products that are not purchased from an authorized retailer.
This warranty is void if the watch has been damaged by accident, negligence of persons other than authorized sales or service agents, unauthorized service, or other factors not due to defects in materials and workmanship. This warranty is void if the serial number or product date codes or other tracking marks have been removed, altered or obliterated.
The above reflects a summary of the terms of the manufacturer's warranty. Please refer to your warranty booklet for the full details.
Please book an appointment with our watch repair centre by clicking the button below, or email fmycs@fossil.com for more information about repairs and warranty.
How do I set the time on my hybrid smartwatch?
To set the time on your Hybrid Smartwatch, first pair the watch to your phone. The watch will automatically update to show the same time zone as your phone.
The time on your Hybrid Smartwatch cannot be manually changed. It will always read the time on your phone once paired.
If the time is incorrect, try re-calibrating the watch.
How long will my hybrid smartwatch battery last?
Depending on the model of your watch and its usage, your battery will last from 5 to 12 months.
How often do I need to sync my hybrid smartwatch in the app?
We recommend syncing at least once weekly to guarantee your device stays fully updated and properly functioning. Regularly syncing in the app also prevents the loss of Activity data.
Where can I get a replacement battery for my hybrid smartwatch?
Lithium Batteries can be found at most retailers where batteries are sold. When your battery is running low, the app will notify you with suggested replacement options.
Will it tell time even if my watch is not connected to my smartphone?
Yes, your watch will continue telling time in the time zone in which it was last connected.
How do I care for or clean my leather product?
To care for your leather product:
Keep the product dry, and avoid damp or wet surfaces.
Do not use any chemical cleaners to care for the product.
Gently use the product as color transfer can occur.
Treat the product with care and limit the exposure to direct heat and sunlight.
To clean your leather product:
Use a damp cloth in an inconspicuous area of your product first to ensure that it does not react poorly. Once you have confirmed it to be safe, you can use this to carefully clean your product.
We suggest speaking with a local leather care professional for more assistance.
Which phones are compatible with my smartwatch?
HYBRID SMARTWATCH
Your Hybrid Smartwatch is compatible with Android™ phones and iPhone®, specifically with Android OS 5.0 or higher, iOS 9.0 / iPhone 5 and above. All devices are Bluetooth® enabled with an improved data transfer of 4.1 Low Energy.
TOUCHSCREEN SMARTWATCH
Your smartwatch is compatible with Android™ and iOS devices, specifically with Android OS 6.0 or higher (excluding Go Edition), iOS 10 or above. All devices are Bluetooth® Smart-enabled with an improved data transfer of 4.1 Low Energy.
Do you have different sized watch bands?
Our watch bands come in a single standard size.
If your watch band is a linked bracelet and it is too small, you can purchase additional links to lengthen the band, pending availability.
If your watch band is a linked bracelet and is too long, you can visit your local Fossil store or jeweler to have them shorten the bracelet by removing links and size it to your wrist.
What is RFID?
We've designed select products to help protect your credit and debit cards embedded with Radio Frequency Identification (RFID) chips. This helps prevent unwarranted scanning of the chip while the card is in your product. We have installed a special lining to help shield the RFID chips on credit and debit cards from being scanned when the product is properly closed. The manufacturer and distributor of this product disclaim liability arising out of your use of the product, including liability from unauthorized persons scanning any RFID chip contained in the product.
Jewelry Care
Our jewelry items are composed of 925 Sterling silver, Stainless Steel, or Mixed Materials (as marked on the packaging). Some products contain genuine leather or other natural materials, which may change color slightly with regular use.
FOSSIL® jewelry pieces may contain precious of fragile materials, such as semi-precious stone, crystal, glass, resin or wood. These materials may break if hit by something with a hard surface or if dropped. We recommend handling these items with additional care.
You can extend the lifespan of your jewelry piece by treating it with gentle care. Jewelry responds to certain environmental influences just as the human body does. It can oxidize and thus discolor when exposed to humidity, carbon dioxide, the sulphur content of the air or to sweat, perfume or body lotion. Please avoid direct contact with water and/or detergent, and store items in a cool dry place when not being worn.
Is my smartwatch waterproof?
See caseback for water resistance rating. The water resistance rating provides guidelines for appropriate water-related exposure to avoid damage to internal watch components. Exposure to hot water is not recommended.
3 ATM: A depth rating of 3 ATM will withstand splashes in water. Your watch should not be worn swimming or bathing.
5 ATM: A depth rating of 5 ATM is wearable while swimming in shallow water. Do not wear bathing, snorkeling or scuba diving.
How long does a watch battery last?
The batteries in our traditional watches are expected to last 2 years from when they are replaced.
If you need a replacement battery, we don't recommend trying to change the battery yourself, as the internal movement can be damaged in this process. We recommend taking the watch into a local Fossil store or sending it to our service center to have the battery replaced.
How do I pair my Fossil smartwatch?
Hybrid Smartwatch:
On your phone, download and install the Fossil Hybrid* app from the App Store® or Google Play™ store. Follow the instructions to set up an account.
To put the watch in pairing mode, press and hold the middle button of your watch until it vibrates 3 times. The watch hands will animate.
The app will walk you through the process of connecting and setting up your Hybrid Smartwatch.
You may have to update the firmware. If so, tap “UPDATE YOUR FIRMWARE” and wait for the update to go through. Do not close the app while the update is taking place.
*For older models, please download the Fossil Q Legacy app.
Touchscreen Smartwatch:
Connect your smartwatch to the charger by placing it against the back of the smartwatch. Magnets in the smartwatch and charger will hold it in place.
On your phone, download and install the Wear OS by Google App from the App Store or Google Play store.
Open app on your device and follow the prompts to pair your smartwatch.
Plug the included charger into a USB outlet.
How do I set the time on my hybrid smartwatch?
To set the time on your Hybrid Smartwatch, first pair the watch to your phone. The watch will automatically update to show the same time zone as your phone.
The time on your Hybrid Smartwatch cannot be manually changed. It will always read the time on your phone once paired.
If the time is incorrect, try re-calibrating the watch.
How does the 'Second Time Zone' feature work in a Hybrid Smartwatch?
When assigned button is pressed, the watch hands will toggle to show your second time zone.
How does the ‘Ring Phone’ feature work?
When assigned button is pressed, your phone will ring. Press the button again to silence the ringing.
App must be running in the background for this feature to work.
How does the 'Goal Tracking' feature work?
When assigned button is pressed, progress toward your goal is logged.
How does the 'Control Music' feature work?
When assigned button is pressed, your music will play or pause. Double press the button to skip a track, or press and hold to go to previous track.
Music app must be open and device app must be running in the background for this feature to work.
How does the ‘Music Volume Up’ feature work?
When assigned button is pressed and music app is open, the volume will increase.
How does the ‘Music Volume Down’ feature work?
When assigned button is pressed and music app is open, the volume will decrease.
How does the ‘Take a Photo’ feature work?
Open the camera app on your phone. Press once to take a single photo or press and hold to take a photo burst.
How do I know if my hybrid smartwatch battery is low and needs to be replaced?
When your battery gets low, your app will notify you. Once the battery becomes too low for vibrations, all hands will point to the 6 position on your watch. You will be notified within the App that the features using vibration will no longer work until the battery is replaced. You can dismiss the low battery notification in the app as well as on your watch by pressing any pusher. After you have dismissed this notification, your watch will go back to telling time.
Where can I get a replacement battery for my hybrid smartwatch?
Lithium Batteries can be found at most retailers where batteries are sold. When your battery is running low, the app will notify you with suggested replacement options.
Why will my paired hybrid smartwatch not sync?
It could be one of the following reasons:
The watch may be disconnecting if moved outside of the phone’s Bluetooth range. Bluetooth range is 10 meters (30 feet) if there are no doors, walls, or other obstacles between the phone and the watch.
Bluetooth may be disabled on the phone. The app will notify you that Bluetooth is not on and will ask to turn it on. Try enabling Bluetooth on your phone using the phone’s Bluetooth settings. If it is already enabled, try turning Bluetooth off and on.
If your watch keeps disconnecting after replacing the battery and while still within Bluetooth range of the phone, try turning Bluetooth on and off.
If within Bluetooth range of the phone and watch still will not sync, the watch battery might be low.