ASK US A QUESTION

Got an order issue? An account problem? A question to ask? For that and any other troubles, you’ve come to the right place. Check through the list below or get in contact with us.

• Sterilize

All earbuds and its package outside will be sterilized carefully, all our employees inspect temperature before work and wear N95 wear mask during working time.

• Shipping

We are working hard to get your orders to where they need to go. However, due to flight cancellations and government restrictions we are experiencing some understandable delays between 2-4 weeks so, it will take a little longer for your order to arrive. Hang in there UNMIA fam, as your watch will be worth the wait.

• Online Orders

We are dispatching all online orders as per usual. However, due to the limited work capacity of our warehouse, all orders are now shipping from the China. If there are any issues with your order, we will be in touch.

• Our Warehouse

Our warehouse is operating and shipping out orders for you. They are running at full capacity to keep up with demand and have implemented cautionary measures, to help reduce the risk of their employees and beyond. Please note, these cautionary measures may increase processing times, but as always you will receive a tracking confirmation email once your order has shipped.

• Our Team Members

We have joined the global WFH crew. We have all been getting extra creative and focusing on ways to serve you better, so email us at info@dutepainting.com and let us know what you would like to see from us.

Passwords and Accounts

Order Issues

• Is The UNMIA stocked in any retail stores?

No, not currently. Our products are available exclusively online.

• I forgot to use my discount code

Please contact our customer support team via email at info@dutepainting.com and let us know you forgot to use your discount code. We will go from there.

• I didn’t receive my confirmation email

Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please submit a request with our customer support team at info@dutepainting.com.

• My order status is ‘unfulfilled’, what does this mean?

When your order status states ‘unfulfilled’ it means your order has been accepted and processed and once dispatched the status will change to ‘fulfilled’. Once fulfilled, you should receive an email providing you with your tracking number.

• What forms of payment do The UNMIA accept?

The UNMIA accepts payments from Visa, MasterCard, PayPal. If you have any issues during checkout, please contact our customer support team at info@dutepainting.com.

You’ll see our name on your invoice and on your transaction history if you pay by credit or debit card. We take security very seriously so your details will be safe with us.

• The product I want is all sold out. When will it be available again, and how do I purchase?

About that: for sold out products, you can send us E mail by info@dutepainting.com and tell me which item you want, when this products online again we will inform you by E mail. 

Payments

• What if my payment is declined?

There may be a few reasons why your card has declined:

• You may have insufficient funds.
• Your card billing details may not have been entered correctly at checkout or your card has expired.
• Your card issuer may have declined your payment and they don’t tell us why so, we would recommend getting in touch with them for further information.
• If none of these applies to you, please contact us at info@dutepainting.com.

• What currency will I be charged in?

You will be charged in the currency shown on the product pages and at checkout.

If you’re not paying in your local currency your payment will be converted by your card issuer, this may be subject to a conversion fee depending on the policy of your bank.

Changes

• How do I change my shipping option?

We’re pretty fast at processing and packing your order. So unfortunately, no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.

However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.

• How do I change my shipping address?

Please email us at info@dutepainting.com as soon as possible if you have entered an incorrect shipping address and please provide us with the correct details. We will try our best to get these changes in before it is too late. 

• How do I change the email address for my order?

Please email us at info@dutepainting.com if you would like to change the email address provided at checkout.

• How can I change a product in my order?

Unfortunately, no changes to an order can be made after it has been placed but please email info@dutepainting.com as soon as possible if you would like to cancel your order and place a new one. Our distributor’s process orders quickly, but we will try our best to process your request.

Cancellations

• How do I cancel my order?

Please email us at info@dutepainting.com as soon as possible if you would like to cancel your order. Our distributor’s process orders quickly, but we will try our best to process your request.

Shipping and Tracking

• Does The UNMIA ship internationally?

The UNMIA currently ships to 70 countries worldwide. For more information, visit our shipping information page here.

• How long does shipping take?

All orders within Australia and the USA should arrive within 7 business days of the purchase date. For international orders, please allow 7 to 21 business days for your order to be delivered. The time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. For more information, visit our shipping information page here.

• How much is shipping to my country?

We offer free shipping worldwide with an express flat rate for EU and UK orders. For more information, visit our shipping information page here.

• When will my order be dispatched?

Processing takes 2-3 business days. And as soon as one of our carriers picks up your parcel you will receive a shipping confirmation email with a tracking number. For more information, visit our shipping information page here.

• Does The UNMIA cover customs, duties, taxes and VAT?

Your order may be subject to import duties and taxes which are issued by your local government once your parcel reaches the destination country and these charges are the responsibility of the recipient. We recommend contacting your local customs office for further information as customs policies differ from country to country. Please note, customs may hold your parcel and cause delivery delays. For more information, please visit our shipping information page here.

Care and Specifications

• I’d like to know how to best take care of my strap

It’s important to protect the leather band of your watch to ensure its longevity. We suggest you keep your band as dry as possible at all times. To avoid discolouring, try to avoid exposure to sunlight for extended periods of time. If using a mild leather cleaner, please follow instructions carefully to avoid damaging your band. Please note, wear and tear of straps are not covered by our 24-month manufacturer warranty.

Returns and Warranty Claims

• I would like to return or exchange a product

We understand that sometimes things don’t work out, therefore, The UNMIA will be happy to provide an exchange or store credit for any change of mind purchases. Returns from your side to us arrived, we will let our employees send you totally new one in 2 days.

Please visit our returns page here for more information and to submit a return request.

• I would like an update on the status of my return

Please reach out to our customer support team via email at info@dutepainting.com with your return tracking number and we will look into it for you.

• I would like to file for a Warranty Claim

All UNMIA products are covered by a 24-month manufacturer warranty from the original purchase date.

For watches; the case and movement will be covered under warranty. Damages not covered under warranty are those caused by general wear and tear including glass damage, water damage, strap damage, batteries and theft.

Proof of purchase is required for all warranty claims, so please hold on to your order confirmation email. To file a warranty claim, please visit here.

Contact

• I would like to collaborate with The UNMIA.

We’re happy to hear it. Please email info@dutepainting.com with a bit about you, and why you’d like to collaborate. We’ll get back to you as soon as we can.

• I would like to become a social media ambassador for The UNMIA.

We like the sound of that. Please email info@dutepainting.com with details of your social media account(s), a bit about you, and why you’d like to be our social media ambassador. We’ll get back to you as soon as we can.

• How can I contact you?

You can contact us by sending an email to info@dutepainting.com and one of our customer service representatives will get back to you as soon as possible. Our team is available 5 days a week, Monday to Friday and work to. Enquiries may take up to 2 business days to receive a response. We will make sure we get back to you as soon as we can!