FAQ's

Order information

If you need to change or cancel your order, contact us HERE. From the moment your order is sent, it will not be possible to make any changes.
“Processing” and “Completed” means that we have successfully received your order. After it is shipped, you will receive an email indicating that the order status has become “Shipped” and a tracking number so you can track your order.

If your order unexpectedly went to the “Canceled” status, there is a possibility that it was considered fraudulent by our anti-fraud system or due to non-payment. If you are sure this is not true, please place a new order.

Repair and care - Watches

If you purchased your watch from an authorized TwoBrothers retailer and need to have it repaired or replaced within the warranty period, please contact the retailer or service provider directly.

If you purchased your watch directly from our website and have a question regarding the warranty, please contact us and we will help you directly.

Please note that the TwoBrothers warranty does not cover:

  • Defects and damage caused by loss, theft, fire, water or natural disaster
  • Faults or damage caused by misuse, negligence (knocks, dents, crushing, broken crystal or glass, etc.), or accidents
  • Faults or damage caused by unjustifiable repair or modification
  • Aesthetic changes, defects and damage caused by normal wear and aging (for example, small scratches on the case and/or glass, changes to the belt and peeling of the chrome plating, etc.)
  • Battery, bracelet, crown, or crystal/glass

Proof of purchase is mandatory to claim or request warranty services, so always keep your proof of purchase. If you purchased on our website or through another online platform, the order number will be sufficient.

All of our watches come with a standard silver oxide button cell, available in most watch and/or jewelry stores. To change the battery, contact a watch store near you.
The batteries included in our watches have an estimated lifespan of 2 to 4 years, depending on external factors, such as: outside temperature, humidity, air pressure, etc. To change the battery, contact a watch store near you.
Please set the time to 12 o’clock sharp and make sure the crown is completely pressed against the watch case. Wait 15 minutes and check if the minute hand has moved. If this does not resolve the issue, please contact us and we will be happy to help.

Stainless Steel Accessories

The construction of the accessories in 316L stainless steel allows them to be used on a daily basis without restrictions.

They may come into contact with pool and sea water, as well as some chemicals (cosmetics).

Through proper, daily cleaning, it is possible to keep the original characteristics of the bracelet unchanged.

  • Uuse water, soap and/or neutral detergent to clean your stainless steel accessory;
  • Store in a suede/velvet bag, preventing it from scratching and losing its shine.
  • Never wash stainless steel parts with circular movements, as this will mark the metal more quickly. Use straight, precise movements.
  • Never use chemicals that are not specific for stainless steel. Using it may result in the appearance of stains or rust spots.
  • Never use steel sponges, – they scratch the surface and can generate carbon steel deposits, causing corrosion points.

Twobrothers stainless steel accessories have a 3 year warranty from the date of purchase.

Situations covered by warranty:

  • Oxidation
  • Discoloration
  • Abnormal changes in steel

The warranty does not cover defects caused by negligence, such as scratches, dents, falls, alterations made by the customer or corrosion caused by chemical agents.

The warranty does not include:
– value corresponding to sending the item(s) to Twobrothers’ facilities;
– value corresponding to sending the item(s) after repair to the customer.

In other words, the amount corresponding to shipping costs for items to activate the warranty is the customer’s full responsibility, with Twobrothers having the right not to send the item until payment of the new shipping amount is confirmed.