Frequently Asked Questions

I don't understand some of the terms and options on the Custom Watch form. How can I get more information?

You can find more information on our custom watch forms by visiting our Literature pages found in the Resources dropdown menu, by emailing us at helianthus.watches@gmail.com, or by submitting a message through our Contact page. We understand that choosing the perfect options for your watch can be challenging, especially with so many choices! We're here to help, even if you only have a rough idea of what you're looking for.

What if none of the custom design mock-ups match what I envisioned for my watch?

If the custom watch mock-ups you've received don't align with your vision, please email us or reach out through our contact page with specific details about what's missing or needs adjustment. We'll revise the designs and send you new mock-ups that better reflect your style. The custom watch process is a collaborative journey, and your input is invaluable in creating your perfect timepiece.

What if I like more than one of the mock-ups but can only purchase one watch at this time?

We're happy to create multiple watches for you! If you'd like us to build a watch based on one of the initial mock-ups we've provided, please email us to discuss the details.

Do you ship outside of the USA?

At this time, we do not offer international shipping. Please refer to our Shipping Policy for more information.

The watch looks different in person compared to the initial or final mock-ups. Why is that?

Photographs and rendered mock-ups may not fully capture the intricate geometry, surface textures, and colors of a watch under various lighting conditions and camera settings. We strive to create accurate representations and will not alter any components of the final watch design without notifying and obtaining written permission from the customer. Please review all design materials carefully before signing the custom watch contract and paying the deposit.

Can components from different mock-ups be interchanged?

Many components, such as straps, rotors, and hands, can often be interchanged between watch builds with minor adjustments or by using similar components. If there's a specific element you like that's not in your preferred mock-up, please contact us with the details, and we'll work to accommodate your request.

What are the costs associated with the custom design process, aside from the watch itself?

We do not charge any upfront design fees during the initial stages of the custom watch process, which includes the review of the final mock-up and completion of the service contract. Compensation for our design efforts is included in the final bill.

How many rounds of design revisions are included in the custom watch process?

We offer a reasonable number of minor revisions to initial and final mock-ups. We kindly ask that you consolidate your revision requests into one or two email correspondences. If none of the initial mock-ups meet your expectations, we're happy to provide one additional mock-up. Should you require a complete redesign at the final mock-up stage, we can accommodate this for an additional fee not exceeding $50.

When are payments due for a custom watch?

A $150 non-refundable deposit is required upon finalizing the watch design and signing the service contract. We will not commence ordering or building your watch until the contract is signed and the deposit is received. Upon completion of your custom watch, we will notify you via email and provide the final invoice. The remaining balance must be paid in full before your watch is shipped.

Can I return a Helianthus watch?

Returns are only accepted for pre-made signature timepieces. Custom watch products are non-refundable due to their personalized nature. The $150 deposit is non-refundable, and no refunds will be issued if you cancel after production has begun. However, if Helianthus must cancel due to unforeseen circumstances, all payments, including the deposit, will be refunded in full.