FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

BRAND & HISTORY

  • What is the Maruzeki story ?

    The story of MARUZEKI is the story of time, tradition, and craftsmanship — born in Japan, connecting the past and the future.
    Since our founding in 1999, we have created timepieces that blend Japan’s regional artistry and traditional materials with modern design, sharing the beauty of Japanese craftsmanship with the world. Today, as Japanese anime and character culture captivate audiences worldwide,
    MARUZEKI embraces this vibrant side of Japan as well. By collaborating with creators and cultural icons, we aim to express the harmony between tradition and contemporary culture — bringing “the Japan of now” to the world through our timepieces.

ONLINE PURCHASE

  • How to Order Online at Maruzeki?

    1. First, select your delivery country from “Shipping Destination” located at the top or bottom left of our website.
    2. Browse products by category and click “Add to Cart” when you find an item you like. Then click “Proceed to Checkout” to continue to payment.
    3. You can also use the search bar to find your desired item directly.
    4. You may place your order either as a guest (by entering your email address) or by signing in to your Maruzeki account for a smoother checkout process.
    5. Next, please enter your shipping information and payment details.
    Review all information carefully and click “Place Order” to complete your purchase.
    Your order will be shipped shortly. If you have any questions, please feel free to contact us via live chat, contact form or by email at maruzeki@lingble.com.

  • Why should I set up an account?

    By creating an account, you can enjoy various benefits such as faster checkout, order tracking, and receiving sale notifications.
    Please follow the steps below to register.

    1. Click the person icon at the top right of the website, then select “Create Account.”
    2. Enter your first name, last name, phone number, email address, and password.
    3. Review your information carefully, then click “Create Account” to complete your registration. Once your account has been created, you can log in by entering your email address and password on the Login page.
    You can review our Terms and Conditions and Privacy Policy by clicking the links labeled “Terms and Conditions” or “Privacy Policy” at the bottom left of the page.

  • How to redeem a promotional code?

    To use a coupon code and enjoy special discounts on your purchase, please follow the steps below:
    1. After adding your desired items to the cart, click the shopping cart icon at the top right of the website to open your cart page.
    2. On the cart page, click “Gift Card / Promo Code” and enter your coupon code.
    3. Click “Apply” (or the button next to the input field) to register your code.
    The discount or gift card amount will be reflected in your order total when it is displayed.

  • Can I choose the currency that I prefer?

    Yes! You can select the currency you prefer. Just choose your country or region under “Shipping Destination” on our website, and the prices will update automatically in your local currency.

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or maruzeki@lingble.com.

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team first via live chat, contact form or maruzeki@lingble.com.

  • How do I reset my account password?

    Go to My Account. Please click "Login" and hit the "Forgot your password?" button, then enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the ''Subscribe Newsletter'' box on the right-hand side.
    After logging-in:
    Go to My Account > "Email Subscription" and click "Edit"

  • How can I unsubscribe to newsletter?

    After logging in, go to My Account > "Email Subscription" and click "Edit".
    Without logging in, click unsubscribe at the bottom of our newsletter to opt-out.

  • How can I change the color of my order?

    Please contact our Customer Care Team first via live chat, contact form or maruzeki@lingble.com.

  • How can I cancel my order?

    Please contact our Customer Care Team first via live chat, contact form or maruzeki@lingble.com.

  • Do you reserve the items that I put in my shopping cart for me?

    Items in your shopping basket are not reserved and may be purchased by other customers.

  • I saw a watch from your Japan storeview but it disappeared from my shopping cart during check out.

    Due to licensing restrictions, certain products cannot be sold outside of specific countries. Please contact our Customer Care Team via live chat, contact form or maruzeki@lingble.com to confirm if the item can be sold in your market.

  • How are the watches packaged?

    Our products come with the original brand boxes.

  • Do you provide gift wrapping service?

    Yes, we have complimentary gift wrapping service. Please let us know the order number and we will forward internally on this request.

  • Do I have to write my name and delivery address in English?

    We strongly recommend you to provide us with your name and delivery address in English characters and avoid the use of special characters to ensure a smooth order processing and delivery.

  • I do not recognize my order charge as it appears as Lingble not Maruzeki on my bank statement.

    Please note that the charge for your purchase will appear on your billing statement under the merchant name “Lingble” and/or “Prospect Field”.

PROMOTION

  • Do you have promotion for first-time shoppers?

    Get free shipping for your first-time purchase when you subscribe to our newsletter. There is no minimum spending required.Log in and use coupon: MARSPECIAL1ST
    Terms and Conditions:
    1. Exchanges are allowed only for defective products. Customers will bear the return shipping cost. If you have received the wrong item, please contact us immediately at (Global) maruzeki@lingble.com/ (JP)support@maruzeki.com
    2. All returned items must be in their new and original condition: unused, unworn, and with tags attached.
    3. Returns that do not meet the above requirements will not be accepted.
    4. Customers will have to sign up to our newsletter via pop up and they will need to login (create an account) to apply the code during checkout successfully.

PAYMENT

  • What forms of payment does Maruzeki accept?

    Maruzeki accepts the following major forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, Wechat Pay, UnionPay and PayPal

  • Does Maruzeki accept local payment methods ?

    Yes. We accept various local payment methods such as online banking, bank transfer, cash payment via ATM and convenience stores. Upon checkout, you can see additional local payment methods that make it convenient for our global customers.

  • Can I pay with PayPal?

    Yes, and PayPal will convert payments on our site to your local currency. PayPal payments can’t be accepted in IDR, MYR or KRW, therefore, we do not provide such payment method in those storeviews.

  • Is there a transaction fee for me if I pay via Paypal?

    No, there is none. The only fee you may face is the PayPal exchange rate, which is a little higher than bank rate.

  • If I pay via Paypal, what currency I will be charged?

    Please note that the payment will be in USD regardless of the ship-to-country. In this case, the prices on the site are for reference only, you will be charged according to Paypal exchange rate.
    If you would like to place an order in the currency as per ship-to country, please pay via credit/debit card.

  • Is there a transaction fee for me if I pay via Alipay?

    No. Maruzeki site will pay the Alipay transaction fee.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

SHIPPING & DELIVERY

  • What is your shipping policy?

    We offer free worldwide shipping for all orders over USD150 (or equivalent in your currency).

    For orders under USD150 (or equivalent in your currency), the following shipping costs apply:
    USA: USD15
    Taiwan: NTD280
    Hong Kong: HKD77
    Japan: JPY500
    Europe: EUR12
    UK: GBP10
    China: CNY65
    Australia: AUD20
    New Zealand: NZD22
    Canada: CAD18
    Vietnam: ₫350,000
    Rest of the World: USD20
    *Free shipping is only available when the total purchase amount after discount by any coupon used meets the required amount.

  • What courier do you use to ship my order?

    We use world-class courier companies like DHL and FedEx to ship products.

  • How fast is the delivery?

    Our customers typically receive their orders within 5-7 business days of shipping. For more detailed estimated shipping days, please refer below.
    Most East Asian countries and North America: 4-5 business days
    Rest of the world: 5-7 business days
    *If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.
    You will receive a tracking number in the confirmation email sent at shipment.
    Please note that we have no control over customs authorities in your country, which may from time to time delay the delivery of a package or, in rare situations, request additional information or fees. We will do our best to assist you with any customs issues. Just reach out to us! We recommend you respond in a timely manner to avoid the shipment being returned to us. In such cases, you agree that you shall bear any return costs and reshipment costs. For more information please refer to our Terms and Conditions.

  • Where do you ship my order from?

    We ship our orders from Japan.

  • Can I have my item delivered to a PO boxes or military addresses?

    Unfortunately no.

  • I cannot find my country on the country selector. Can I still order from you?

    Certainly. If your country is not listed on the country selector, please select 'Other Locations'. Please note we do not ship to below countries from global site:
    Afghanistan
    Belarus
    Brazil
    Congo
    Crimea
    Cuba
    Iran
    Iraq
    Lebanon
    Liberia
    Libya
    North Korea
    Somalia
    Sudan/South Sudan
    Syria
    Russia
    Turkey
    Ukraine
    Yemen
    Zimbabwe
    Cuba
    Tajikistan
    Turkmenistan
    Andorra

  • I received the tracking number today but why I can't see the status of my parcel?

    The couriers update tracking information normally within 24 hours in business days as they don't work on weekends or public holidays.

  • Can you forward my preferred delivery time and other delivery preferences to courier?

    No, we are unable to forward your preferred delivery time and other delivery preferences to the courier company. Please contact the courier directly once the order is shipped.

  • I am a Japanese customer and I want to contact you for my order delivery arrangement.

    Please contact support@maruzeki.com for any order related issues if the delivery address is in Japan.

  • I am a customer from India. Will you assist me with KYC (know-your-customer) documents to customs for clearance?

    When placing your order, please make sure the recipient’s name and delivery address match with the recipient’s details in his/her personal ID during check-out.
    After placing your order, please reach out to our customer care via live chat, contact form or support@maruzeki.com . We will send you an e-mail with detailed information regarding the KYC documents required and the tracking number. You need to upload those KYC (know-your-customer) documents (including Government-issued identification documents and address proof) to the courier platform yourself.
    Without these documents, shipments will be held in Customs Bond, causing clearance delays. If it results in returns, confiscation, or other customs actions, you will be solely responsible for all related cost deduction from the refund.
    For more inquiries about KYC, please refer to this link: DHL: https://www.kyc.india.express.dhl.com/forms/login.aspx
    FedEx: https://kyc.fedex.com/#/app-faq/0

  • I want to make an order to U.S. Do I have to give you my Tax ID / SSN?

    Providing your Tax ID / SSN is optional at checkout, but please note that if you choose not to provide your Tax ID / SSN and CBP requires it, your package may be delayed, returned, or even seized.
    In the event your order is returned to us due to customs clearance failure due to non-provision of Tax ID / SSN:
    - The order will be automatically cancelled and refunded once the item is returned.
    - The original shipping fee will be deducted from the refund amount.
    - You may also be responsible for any return shipping charges or additional fees incurred, such as customs handling fees.
    We understand that your Tax ID / SSN is highly sensitive information. Rest assured, it will be used solely for customs clearance purposes and handled with the utmost care in accordance with our Privacy Policy.

CUSTOMS/TAXES

  • Do I need to pay taxes and duties to the courier upon delivery?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • What should I do if the courier asks me to pay taxes and duties?

    Please contact our Customer Care Team first via live chat, contact form or maruzeki@lingble.com.

STOCK

  • Do we have physical Maruzeki Store in Japan?

    We do not have any physical stores in Japan or outside of Japan.

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector and ''Notify Me'' link will show up. Please enter your email address and then click ' Submit'. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

CUSTOMISATION

  • Do you offer customisation service for an individual time piece?

    We accept customized watch request for GRANDEUR and KAORU where we can print customized picture on the dial.

PRODUCT INFORMATION

  • What is your best selling collection?

    Our best-selling product is KAORU. Its unique “fragrance wristwatch” concept is easy to understand and has become one of our strongest selling points. Also, Kaoru has a very affordable price.

  • How long does the fragrance of Kaoru watch last?

    The fragrance lasts for approximately six months.
    Each scent is infused into the silicone strap of the watch, and the fragrance will gradually fade as it comes into contact with the air.
    Please note that the longevity of the scent may vary depending on usage and environmental conditions.
    To help preserve the fragrance for as long as possible, we recommend storing the watch in a tightly sealed container or bag when not in use.
    When the scent has faded, you can apply your favorite perfume or fragrance oil directly onto the silicone strap.
    By keeping the watch sealed, the silicone will naturally absorb the scent, allowing you to continue enjoying its fragrance.

  • Is Kaoru watch water-resistant?

    The watch is water-resistant up to 3ATM, suitable for daily use. It can withstand splashes from handwashing, sweat, and light rain. However, it is not suitable for showering, swimming, or submersion in water (pool/sea).

  • Can I buy an additional watch strap?

    The watch strap is not sold separately; it must be purchased together with a new watch.

  • Can I request an additional strap hole?

    You can request additional strap holes for watch strap after placing an order. Please let us know the order number so that we can follow up internally.

  • Can I shorten the length of the metal band?

    Yes, it is possible.
    After placing your order, please contact us via live chat, contact form, or by email at maruzeki@lingble.com Please provide your order number when you contact us.

  • Does case width mean diameter and case height mean thickness?

    Case width means diameter of the watch while case height means the measurement lug to lug.

WARRANTY

  • What kind of waranty do you provide to global order?

    The warranty applies only to internal malfunctions of the watch which means we will repair free of charge within the first 12 months after your purchase. For Kaoru products, our warranty covers malfunctions in the first 6 months.
    Even during the warranty period, the following cases will be charged:
    ・When the warranty card is not presented.
    ・External deterioration caused by scratches, stains or age-related changes during use.
    ・Failure or damage due to improper use or carelessness.
    ・When the product has been repaired or modified by the customer.
    ・Damage caused by natural disasters such as earthquakes, fires, tsunamis, or accidents.
    ・Replacement of consumables (battery, watch band).
    https://www.maruzeki.com/default/after-support.html

REPAIR & CARE

  • How much is the repair fee?

    Repair fee for item beyond warranty:
    We have a list of repairing charges for different issues. We will give out the price quote on the part that needs to be repaired.
    Repair fee for item under warranty:
    The repair is free if the watch is under warranty period (within the first 12 months after your purchase) AND covered under scope of warranty. You will just need to pay for the delivery charge to send the watch to Maruzeki office. After repair, we will deliver watch to you for free.

  • What is the repair process?

    The repair process takes about 4 weeks. Please provide photos or videos showing the defects first. Once we receive them and confirm the defects can be repaired, we will notify you to send the watch to our office at your own cost. After we repair it, we will return the watch to you for free.

  • How long is the battery life?

    The installed battery at the time of purchase is a monitor battery to check the operation and performance of the machine. Therefore, a watch stopped due to the battery being worn out is not covered by the warranty even during the warranty period. In addition, the life of the battery after it is replaced with a new normal battery depends on the specifications (performance) of the machine.
    ・ If the battery runs out and the watch stops, please replace the battery as soon as possible.
    ・ If a dead battery is left in the watch for a long period of time, it may leak and cause the machine to malfunction.

  • How should I replace the battery?

    For battery replacement, please consult a nearby watch store, department store, or online watch repair service.
    Alternatively, you may contact our Customer Care Team via live chat,contact form or email at maruzeki@lingble.com.
    < Battery Precautions>
    Do not attempt to remove the battery by yourself.
    If you must remove the battery, please keep it out of the reach of children.
    If the battery is accidentally swallowed, seek medical attention immediately, as it is harmful.
    Do not place the battery in fire, heat it, or disassemble it, as this may cause rupture, overheating, or ignition.
    If the battery is stored in an environment outside the normal temperature range (5°C–35°C) for an extended period, it may leak or its lifespan may be shortened.

  • How should I store my watch?

    Watches are made of precision parts. They are sensitive to magnetic fields, temperature differences, shocks, dust, and humidity. Please be careful where to store it.
    ・Do not place near magnetic products or magnets (computers, TVs, audio equipment, smartphones, magnetic health devices etc.)
    ・Do not place the product in places where there are specks of dust or dirt. Please avoid places with high temperatures or humidity.
    ・Do not place the product in places where there are vibrations, high places that it may fall or places where it may be stepped on.
    ・Do not place the product near chemicals, hot spring water, insect repellent etc.

  • I want to know about the care and maintenance tips for my watch.

    Care for leather bands:
    Please wipe a leather band lightly with a soft cloth to absorb moisture. If you rub it strongly, it may cause the color to fade or lose its luster.
    Care for metal bands:
    Please scrub a metal band lightly with a soft brush to remove dirt. When using water, please be careful not to splash water on non-waterproof watches.
    Care for Urethane and Rubber:
    When cleaning bands made of soft materials such as urethane or rubber, use a diluted neutral detergent to remove dirt. In case of discoloration or alteration of the material, we recommend a replacement for the band.
    Care for resin materials:
    Resin materials such as plastic, polycarbonate and acetate are sensitive to solvents. The surface of the material is soft and easily scratched. Please wipe it dry with a soft cloth to remove sweat and dirt.

RETURNS & EXCHANGES

  • What are the return policies?

    - Returns and exchanges must be initiated within 14 days of receiving your order and items must be received by Maruzeki within 30 days from the date of purchase, barring any customs-related delays.
    - Unless the product has a defect or you received the wrong one, you have to cover the shipping fees.
    - We will provide you with shipping documents and labels from DHL or FedEx. We only accept returns that were shipped with shipping documents and labels provided by us. We do offer a flat return fee:
    Hong Kong: HKD77 Taiwan: NTD280 Europe: EUR12 UK: GBP10 China: CN65 Australia: AUD20 New Zealand: NZD22 USA: USD15 Canada: CAD18 Rest of the World: USD20
    - The return shipping costs will be deducted from your refund amount.
    - If you have received the wrong item, please contact us immediately at maruzeki@lingble.com.
    - Returns that do not meet the above requirements will not be accepted.
    - If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs.
    - All returned items must be in their new and original condition: unused, unworn, and with tags attached.

  • Do I have to bear the return shipping costs?

    Yes. All costs in relation to costs of returns/exchange shall be borne by you.

  • What is the estimated return shipping costs?

    We do offer a flat return fee:
    Hong Kong: HKD77
    Taiwan: NTD280
    Europe: EUR12
    UK: GBP10
    China: CN65
    Australia: AUD20
    New Zealand: NZD22
    USA: USD15
    Canada: CAD18
    Rest of the World: USD20

  • How can I return my order?

    To initiate a Return/Exchange 1. Please contact Maruzeki’s within 14 days of receiving your order by email:maruzeki@lingble.com.
    2. We will provide you with shipping documents and labels from DHL or FedEx. We only accept returns that were shipped with shipping documents and labels provided by us.
    3. If possible, please use the packaging your item was delivered in.
    4. Once you’ve received the labels, please contact DHL or FedEx to arrange for a pickup.

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

    Once we receive the returned item, your refund will be initiated within 3 business days.
    Refunds in the original form of payment may take up to 30 business days to show on your account due to varying processing times between payment providers. If you do not receive your refund after 30 business days, Please contact our Customer Care Team first via live chat, contact form or by email at maruzeki@lingble.com

  • What should I do if the product I have just received seems defective?

    Please contact our Customer Care Team first via live chat, contact form or by email at maruzeki@lingble.com

OTHERS