Question 1

What does the warranty actually cover?

Accepted Answer

Two years, starting the day it lands on your doorstep. If the movement stops keeping time, the crown gets sloppy, the crystal delaminates or anything else goes sideways that isn't you dropping it off a roof — we fix it or replace it. Shipping is free both ways. You email us, we send a label, you get your watch back running right.

Question 2

Can I return it if I just don't love it?

Accepted Answer

Yes. You have 14 days from delivery to send a watch back for a full refund, and we cover the shipping label both ways. Wear it and see how it feels. It has to come back in the condition it arrived in: no scratches, dings, or signs of real wear. If it comes back damaged or clearly worn, we'll send it back to you instead of refunding. Custom builds and final-sale items can't be returned.

Question 3

What if I need to cancel my order?

Accepted Answer

Email us before it ships and we'll take care of it. One thing to know up front: the payment processor takes a 3% transaction fee the second you check out, and they keep it whether the order ships or not. So a canceled order comes back to you minus that 3%. This is cancellations only. If the watch already arrived and you want to send it back, that's a return: you have 14 days from delivery, we cover the label both ways, and you get a full refund.

Question 4

How much is shipping?

Accepted Answer

Nothing. Shipping is free on every watch, every strap, every accessory, everywhere. It's baked into the price so there's no surprise at the end.

Question 5

How long until it ships?

Accepted Answer

Every watch is built to order. The current wait is about 10 to 14 business days and it's printed on every product page. That number moves, and when it does I update it here. Pre-order sizes are called out right on the product page with an estimate, and we email you the tracking the moment it's out the door.

Question 6

Which size should I get?

Accepted Answer

Measure your wrist with a tape or a strip of paper. Under 6.5 inches, the 36mm is going to look right. 6.5 to 7.25 inches is the sweet spot for 40mm. Above that, 43mm wears great. When in doubt, size down — a slightly small watch looks intentional, a slightly big one looks borrowed. Or just email us your wrist measurement and we'll tell you what we'd wear.

Question 7

What movements do you use?

Accepted Answer

Japanese and Swiss automatics — the Seiko NH-series, Sellita SW200 and SW330, ST3620K and a hand-wound ETA 6498 depending on the model. We don't make our own movements and we're not going to pretend otherwise. These are proven workhorses that any watchmaker on earth can service, which is exactly why we use them.

Question 8

Are these actually made in Portland?

Accepted Answer

The watches are assembled, cased, regulated, tested and packed by hand in our Southeast Portland studio, one at a time, after you order. The cases, dials, hands, bracelets and movements are sourced from suppliers, and we don't machine cases or engineer movements here. No watch is drop-shipped. Every one passes through the bench on Division Street before it goes in a box.

Question 9

Do you make your own cases?

Accepted Answer

No. Mr. Eatwell sits on the microbrand end of the spectrum: we design the watch, choose the case, dial, hands and finishing, source the parts, and assemble and regulate every single unit by hand in Portland. The color, the combination and the build are ours. The raw components come from suppliers, same as almost everyone at this scale.

Question 10

How water resistant are these?

Accepted Answer

Depends on the model — it's listed in the specs on every product page, generally 100M or 200M on the dive pieces and less on the dress watches. 200M means swim, snorkel, shower, get caught in Portland rain. It does not mean hot tubs or scuba without a fresh gasket check. Gaskets are consumables; if you swim in it regularly, have the seals checked every couple of years.

Question 11

Who services it after the warranty runs out?

Accepted Answer

Any competent watchmaker, because these are deliberately built on standard movements and standard case sizes. Or send it back to the studio — we'll service it at cost of parts plus a fair bench fee. Automatics generally want a service every five to seven years, sooner if it starts running fast or the power reserve drops off.

Question 12

Can you build me something custom?

Accepted Answer

That's our favorite email to get. Use the customizer to spec something out yourself, or send a quote request with a color, a reference photo, an idea scribbled on a napkin — whatever you've got. We'll tell you honestly whether we can build it, what it'll cost and how long it'll take.

Question 13

Do you do gift cards, and can I have it engraved?

Accepted Answer

Gift cards, yes — they're on the gift cards page and they never expire. Engraving on the caseback is doable on most models; email before you order so we can confirm the model and get the text exactly right. We'd rather ask twice than engrave a typo on someone's anniversary present.

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