FAQ & CONTACT
ORDER & DELIVERY
Did my order go through?
Shortly after you placed the order you will receive an order confirmation to the email address you provided. If you do not receive a confirmation email and no money has been withdrawn from your account the order did not go through. You can always double check the order status by sending us and email to support@footwayplus.com
I did not receive an order confirmation, what do I do?
Please double check that the order confirmation did not end up in your spam folder. If you have not received any confirmation email from us please contact support@footwayplus.com and we will help you further.
Can I change the address in the order I just placed?
Please contact support@footwayplus.com as soon as possible. We will not be able to change the address completely due to security reasons. If the order is already shipped there is nothing we can do unfortunately.
I changed my mind, can I cancel my order?
Please contact support@footwayplus.com as soon as possible and we will try to help you out. if the order is already shipped we can unfortunately not cancel the order.
My order is a gift, do you send an invoice in the package?
We will not send an invoice in the package, only a delivery note.
How do I track my order?
As soon as your order is shipped you will receive a delivery confirmation. There you can find the tracking number for your order. You will be able to track your order at the shipping company's website as soon as your package has been scanned the first time.
I did not receive my delivery confirmation, what do I do?
Please double check that the delivery confirmation did not end up in your spam folder. If you have not received your delivery confirmation within a couple of days after placing the order, send an email to support@footwayplus.com and we will help you further.
When will my order be delivered?
We are working hard to make sure that your order is delivered as soon as possible. When your order is placed it will be handled within 24 hours. No orders will be shipped or handled during weekends or local holidays.
If the product you've ordered is out of stock or you’re requesting a delivery to a remote location, delivery times can take longer.
The tracking number I received dosen't work, what do I do?
The package needs to be scanned one time before you can track it on ups and Schenkers website. Please try again the day after and if it still does not work do contact us at support@footwayplus.com
I received the wrong product, what do I do?
We are very sorry to hear that. please contact support@footwayplus.com and we will help you further.
It looks like my order is stuck on its way to me, what do I do?
Send an email to support@footwayplus.com and we will help you with this. you can also contact your local ups directly and see if they need any further information from you to enable the delivery.
It looks like my order is stuck on its way to me, what do I do?
Send an email to support@footwayplus.com and we will help you with this. you can also contact your local ups directly and see if they need any further information from you to enable the delivery.
RETURN & EXCHANGE
Have you received my return?
If you registered your return on our website and sent the errand receipt with the product you will receive a confirmation email as soon as your return is registered at our warehouse. If you have any questions about your return and it’s 14 days or more since you shipped your return you can contact us at support@footwayplus.com and we will take a look at it.
When do I receive my refund/new product?
We try to process the returns/exchanges as soon as possible. It usually takes up to 14 days from the time the product is registered in our system.
REPAIRS & WARRANTY
Do you offer service on products that are not covered by warranty?
You can always send us an email to info@nw-group.se. Write what's wrong with the product and send a picture of the front and back of the watch. Please note that we only stock spare parts for products that are in the current collection. It's possible that we can help out with a non warranty service as long as we have the spare parts needed. this will then be done against a smaller cost.
When do I get my product back from service?
The time it takes at our watchmaker can vary slightly. but usually it takes about 3 weeks from when our watchmaker registered your repair until it's ready to be shipped back to you.
What is the lifetime of the battery?
The lifetime of the battery is usually 2 to 4 years. but products bought in our outlet section could have shorter battery life.
Can I change the battery myself on my watch?
We always recommend that an authorized watchmaker change the battery. To make sure that the watch is tested and waterproof after the battery exchange. The warranty does not apply if a replacement of a battery has not been carried out by an authorized watchmaker.
The glass on my watch broke, what do I do?
The warranty does not cover any damages on the glass off the watch. If you want to order a new glass or send it in to us for an glass repair please do contact info@nw-group.se
We will then get back to you with availability of the spare part and the actual cost for the repair.
PRODUCT INFORMATION & INSTRUCTIONS
Which strap fits my watch?
On each product on our website you will find the specifications for the watch. There you will find the correct measurements for the strap that will work on your watch.
How can I make the brace strap shorter?
We recommend that you take your watch to your closest watchmaker/juveler to shorten the strap. They will have the correct tools for this. on the inside of the strap you can find small arrows. They indicate in which direction the pins should be pushed out to shorten the strap.
How do I clean my strap?
We do not recommend that you wash our leather straps. but you can always impregnate the strap before using it to avoid stains.You can clean all of our steel straps with soap and water. use a small brush to make sure to reach the small spaces in the strap. Then wipe it off with a clean cloth. You can also clean our nylon straps carefully with soap and water. just let it dry before usage.
My second hand does not stand on 12 on my chronograph, how do I correct this?
1. Screw and pull out the crown (to where you set the time)
2. Press the top button above the crown until the hand is back on exactly 12:00
3. Push in and screw back the crown
Then the issue should be solved.
PAYMENT
What payment options do you accept?
We accept Visa, Mastercard, American Express and Paypal as well as various other local credit cards and invoicing options. All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.
I used Klarna Invoice and want to return the product. Do I have to pay the invoice?
We recommend that you mark your invoice as a return in Klarna. Then your invoice will be paused until we processed your return and cancelled your invoice.
My purchase won't go through, what should i do?
If you have problems with your payment on our website, we suggest that you take the following actions to go through with your purchase:
1. If you're unable to use your credit card on our website, please double check the address. usually the shipping, billing and the credit cards issuing address needs to match. you can also try to use palpal's express checkout. this will allow you to pay with your credit card.
2. For customers outside of Sweden, sometimes it may be your bank that is blocking the payment. to resolve this, try contacting your bank directly and request permission to make the purchase.
3. Try all the available payment methods.
4. Try a different browser or computer.
5. If you still haven't managed to complete the payment, please send us an e-mail to support@footwayplus.com.
I get an error message when trying to place my order, what should I do?
Please contact us at support@footwayplus.com and let us know which error message you received and we will try to resolve this as soon as possible.
Do you save my payment information?
TRIWA does not store any payment information. all transactions are handled directly by our payment service provider Adyen or Klarna. your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.
Which currencies do you offer at your website?
Before you add your product to the cart make sure that you have selected your preferred currency in the bottom of the website. Then you will see the correct price and currency for your country. TRIWA is not responsible for any discrepancies in currency values or conversion fees that your bank or issuer of your bank card may use when purchasing on our website. If you have questions regarding this, you can contact your bank for more information.
OTHER QUESTIONS
I have a discount code, how do I use it?
During checkout after you filled in your address and contact information you will be able to use your discount code. Please fill in the code where it says “add voucher”. Please note that it's not possible to add discount codes on already discounted products.
My discount code it not working, why?
Discount codes will not work on already discounted products and collaborations. It could also be that the code has expired. If you have any further questions about this please contact support@footwayplus.com
What are the conditions for campaigns?
Our campaigns are always limited to a shorter period of time and are not possible to use when the end date of this campaign has passed. If you decide to return the product for an exchange you will get the same discount on the new product. As long as the new product was in the initial campaign.
Can I choose another strap if I don't want the exact combination as presented on the website?
All of our watches and straps are selected and matched by our designers to create the best design. For the moment it's not possible to customize your watch. But you can always buy an additional strap.
I want to do a collaboration with you on social media. Who do I contact?
Please send a email to info@triwa.com
I want to be authorized TRIWA retailer, Who do I contact?
Please send a email to order@triwa.com
CONTACT US
GET IN TOUCH
Want to get help more quickly? Please contact the corret department. The correct department for your question is stated in the boxed below.
Warranty/Reparation
Please contact our reparations team if your question is about warranty claims/reparations/spareparts/troubleshooting of broken watch and similar errands
B2B/Affiliate/Partnership requests
Please contact our customer service team if your question is about tracking/product availability/return of unopened or unused products or another general question
General Questions/Return of unused product
Please contact our customer service team if your question is about tracking/product availability/return of unopened/unused products or another general question
Not for reparations/warranty
AT | 0800 802 876
CH | 0800 002 723
DE | 0800 7236 222
DK | 80 32 33 33
ES | 900 861 370
FI | 0800 100 500
FR | 0805 081 835
GB | 0800 098 8300
IE | 1 800 817 332
IT | 800 59 70 36
NL | 0800 345 6010
NO | 800 31 800
PL | 800 08 80 96
PT | 800 180 299
SE | 020 - 12 12 11
BE, CZ, EE, IS, LT, LU, LV,
SI, SK | (+44)800 098 8300