Frequently Asked Questions

Purchase Online

How do I place an order on ontime.com?

There are several ways to browse ontime.com. You may explore our homepage features or visit our navigation bar found on the left side of every page. Simply roll your cursor over the relevant categories, such as mens, womens etc. Within each category, you will find further links to help you locate exactly what you are looking for

If you are looking for a specific item, our search box is located on the upper right hand corner of our page. You may search for products by name, color, category or style. When you have made your selection, click on "add to bag". Once you are ready to complete your purchase, click on the shopping bag icon at the top right-hand corner of your screen and click on “Go to checkout” to be led through the checkout process. If you have any questions or concerns, please contact us by phone at 1820012 OR +96522249777 OR via email at customerservice@alyasra.com. We are available Monday to Thursday from 8AM to 4.30PM (Kuwait Time).

Can I cancel or modify my order?

If you wish to cancel the order then you can login to your account with ontime.com and select option to cancel your order. However, once an order has been submitted it is not possible to modify.

What are the benefits of creating an account?

Creating an account allows you to:

  • Store multiple shipping and billing addresses to expedite your checkout.
  • Save the contents of your shopping bag for later.
  • Easily access your current order details and history.
  • View and share your wish list with family and friends.

I forgot the password to account. What do I do?

If you have forgotten your account password, please click ‘Forgot Password’ on the ‘Sign In’ page and follow the instructions provided in an email that is sent to you shortly after.

Product Information

Where do I find items that I have seen in the press/magazines?

For inquiries about products, please contact us at 1820012 OR +96522249777 OR via email at customerservice@alyasra.com. We are available Monday to Thursday from 8AM to 4.30PM (Kuwait Time).

Is there a warranty for all Ontime.com items?

Ontime.com warrants all of our products to be brand new, unworn, 100% genuine and free of defects. All Ontime.com products are sourced directly from the brands and manufacturers with original packaging, care manuals, serial number identification and warranty cards, where applicable.

What does the product warranty covers?

Ontime will service all watches sold on our website as per the standard manufacturer's warranty mentioned for each product. We have a world class team of certified watchmakers who are experts in their field and at your complete disposal.

The manufacturer’s warranty does not cover:

  • The life of the battery
  • Normal wear and tear and aging (e.g. scratched crystal; alteration of the color and/or material of non-metallic straps and chains, such as leather, textile, rubber; peeling of the plating)
  • Any damage on any part of the watch resulting from abnormal/abusive use, lack of care, negligence, accidents (e.g., knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-observance of the use directions provided by the manufacturer
  • The handling of the watch by non-authorized persons (e.g. for battery replacement, services or repairs) or which has been altered in its original condition beyond the manufacturer’s control

Payment

Which payment methods do you accept for online purchases?

Ontime.com accepts the following forms of payment for online purchases:

  • Visa
  • Mastercard
  • Knet (For Kuwait)
  • Cash on Delivery ("COD")

Please note, we only accept local currency for COD purchases.

Is it safe to use my credit card online at Ontime.com?

Yes, your details are safe with Ontime.com.

Ontime has partnered with leading provider of payment solutions in the Middle East.

When will my debit or credit card be charged?

The transaction will be charged to your debit or credit card after your order is successfully placed and you receive the confirmation.

Can I use multiple methods of payment?

You may use your debit or credit card, or COD as a form of payment should your Store credit OR E-Gift Card balance not cover your order total.

My credit card details have been rejected, what do I do?

Please retry and check again.

Ensure that you completed all the required fields correctly:

  • Card number
  • Card name
  • Expiry date
  • CVV code (three digit number on back of the card)

Ensure that there is sufficient limit on your credit card.

If you have attempted this several times without success, please contact your bank.

After Sale Service

What do I need to present to have my product repaired during warranty period?

During the warranty period and by presenting the valid warranty certificate with your purchase invoice, any material and manufacturing defect will be repaired free of charge. The warranty covers material and manufacturing defects existing at the time of delivery of the purchased watch. The warranty only comes into force if the warranty certificate is fully and correctly completed and is accompanied with your Ontime.com purchase invoice.

Where can I present my product to have it repaired?

Please present your product along with the warranty certificate to any of the Ontime store nearest to your location and we will take care the rest.

Please find our store list here

Shipping & Delivery

Which shipping options are available for GCC countries and what are the shipping fees?

We deliver within 3-5 days across all GCC countries for all order placed till Wednesday 11pm and is absolutely free of any charge.

Can I collect my order from the Ontime store?

All online purchases qualify for our Click and Collect service.Simply select the ‘Collect in Store’ option listed under the shipping information during the checkout process. Once your order is ready for pick up, we will call you to confirm the pickup details.

Is a signature required upon delivery of my order?

For security reasons, all online purchases require an adult signature upon delivery. For all deliveries, please remember to present your government issued photo ID and provide your full name and phone number at the time of receipt. Please note that our courier service may refuse to deliver your order if your government issued photo ID is not presented.

How can I track my order?

Ontime.com will send you several emails during the order process to keep you informed of the status of your purchase.

A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track your order.

Returns

What is your return policy? How many days do I have to return a product?

We make every effort to describe and display every product as realistically as possible. We also understand that sometimes items you receive are not quite as you expected, and therefore we are proud to offer you 14 days to change your mind on any of your purchases from this website.

To qualify for this, the item(s) must be unworn and in the same condition in which they were received. Items must be returned with all the original box, instructions, guarantee and all extras.

When we receive the item, our returns department confirm that everything is present and in it’s in original condition to ensure its eligibility for refund. We process refunds as quickly as possible and you will receive an email to notify you when the email has been processed. We process most refunds on the same day which they were received, but please allow up to a maximum of 14 days for the money to reach your account. It rarely takes this long, but can happen sometimes for reasons such as bank delays or errors.

How do I request to return an item?

It's really simple to return an item to us here at OnTime.com, and it is now free! All you need to do is call our Customer Service and they will help you set it up. Once you’ve called Customer Service, the easiest and fastest way to exchange or return the item is to go down to your nearest store. Make sure to bring a print-out of your order confirmation and civil id. Customer Service numbers:

Country Number
Kuwait & Other Countries +965 222 49 777
UAE 042147999
KSA 042147999

You can also email our Customer Service at customerservice@alyasra.com.

How long does it take for a refund to be issued?

Refunds of merchandise returned to Ontime.com can take up to Seven (07) business days after receipt and a refund confirmation email will be sent to confirm the details. Depending on your financial institution, please allow additional days for the refund to post to your account.

Can I return an item that I bought online at Ontime.com to the Ontime store?

Purchases made online may be returned at the Ontime store located to your nearest location as per your convenience. Please find our store list here

Can I exchange or return an item gifted to me by someone else?

If you received an item as a gift and wish to return it, please contact our Customer Service Team at 18 200 12 (Kuwait Only) OR ++965 222 49 777 and we will be happy to assist you with your request. Please refer to our 'Returns' section for all requirements applicable to the products.

Gifts

Can I get my purchase gift-wrapped?

During online checkout, you will notice an option to request a gift wrapping. Ontime.com gift purchases are wrapped in our signature Ontime gift paper. We are offering this exclusive service free of any charge.

Contact Us

How can I get in touch with the Ontime.com Customer Service team?

Customer Service numbers:

Country Number
Kuwait 18 200 12
UAE 04 214 7999
Saudi Arabia 011 821 1799
Bahrain +965 222 49 777
Qatar +965 222 49 777
Oman +965 222 49 777

You can also email our Customer Service at customerservice@alyasra.com.