Below are a few commonly asked questions from customers around the world. If you should need further clarification or if these answers don’t address your specific situation please do not hesitate to contact us directly by chat, email or phone. Our hours of operation are 9am-5pm PST.
Who is Carter Lux?
La Maison de CARTER LUX is a Crafts Haute Couture designer and manufacturer of high-tech accessories for the new look revolution. La Maison de CARTER LUX Haute Couture expertise consists of visionary designers, experts in industrial and engineering, and factory trained technicians. Headquartered in Los Angeles, with offices in around the world, La Maison de CARTER LUX leads the new look revolution of style and technology.
The Carter Lux Watch is the point where technical and aesthetic meet. Fashioned of the highest quality stainless steel and expertly plated with 24 Karat specially hardened gold to a thickness well beyond any industrial or luxury standard, it embraces quality. The curves and feel take possession of the wrist like a fastened cuff.
Contact us if you have any questions:
Where is Carter Lux based?
Carter Lux is located in Los Angeles, California.
What is included in a Carter Lux Apple Watch order?
Included in your order is your new 24K Gold Plated Apple Watch with its band, a 2m Apple Watch Charger with the wall brick, a custom black box and our Carter Lux Certificate of Authenticity.
Will the gold flake or fade? What if the gold peels or fades?
Our plating is 5 microns thick which qualifies it to the F.T.C. standard of heavy gold plating. This is the thickest standard the F.T.C. has for gold plating. If it should ever flake, fade or peel it is covered under your Carter Lux 5 Year Warranty. If you are experiencing this please contact our Carter Lux Customer Service.
Can I change the bands on my Watch?
Yes, you can change the bands. Before you change your band, place your Apple Watch face down over a clean surface like a lint-free, micro-fiber cloth or soft, padded mat. Hold down the band release button, then slide the band across to remove it. If the band doesn’t slide out, press the band release button again and make sure that you hold it down. Make sure the text on the band is facing you, then slide the new band in until you feel and hear a click.
My watch gets dirty. How can I clean it?
We strongly advise customers to not wipe the gold finish with any abrasive materials (t-shirts, cotton rags etc.) To clean your gold watch, please ensure that you use a soft microfiber cloth and apply minimum pressure while wiping. If you scratch the finish we advise the use of liquid carnauba wax to polish the finish and diminish any scratches.
I bought one of your custom leather bands. How do I take care of them?
Leather may be irreparably damaged by:
- prolonged sun exposure, which may alter the color;
- alcohol (perfumes), oily products (lipstick), and ink (felt and ball point), which may leave permanent marks;
- water which may leave opaque traces and sometimes even blisters, which are very difficult to repair.
The best way to care for your leather band is to wipe it with a fluff-free soft cotton cloth and to store it away from light and heat when it is not being used.
If my watch is broken can I send it back for Carter Lux to repair it?
If your watch is broken or is experiencing problems please contact us via chat, email or phone. We can help you troubleshoot and setup a repair if needed. You will not be able to repair your watch directly with Apple as it is gold plated. The warranty and associated repairs for our watches are exclusively through Carter Lux.
How does the Warranty work?
The watch comes with a 5-year warranty with Carter Lux: this includes a guarantee for any dulling, flaking, or fading of the gold plating. Carter Lux is the only company that guarantees nickel free plating. Warranty also covers any technical issues with the device for 1 year from date of purchase. Once you get your watch please register your product within 30 days. After you have entered all of the information on the registration form keep an eye out for a follow up email with your unique ID. This ID will be required if you need to Warranty your product with us, so please keep it in a safe place. If you would like to claim on your warranty please contact us to do so. You will not be able to repair your watch directly with Apple as it is gold plated. The warranty is through Carter Lux.
Can I come to a store to see Carter Lux products in person?
Yes, please contact us to make an appointment to come to our showroom located in Downtown Los Angeles.
What is the difference between 18K and 24K?
24K is a slightly more pure gold than 18K and slightly more yellow in color.
Can I add AppleCare Plus to my watch?
Yes, you can add AppleCare Plus to your new watch; however, you can only add AppleCare Plus at time of purchase.
What does AppleCare Plus cover?
Apple Care Plus extends your 1 year manufacturer’s warranty to 2 years and includes two incidences of Accidental damage (cracked screen/water damage) with a deductible of $199 ($299 for the Hermes watch) per incident to replace. This must be warrantied through Carter Lux. Please contact us if you need to claim on your warranty.
Do I need to pay for shipping?
Carter Lux products are shipped for free via FedEx 2-day or, for a $49 fee, FedEx Standard Overnight. Tracking, insurance, and signature confirmation are all included. International orders are shipped via FedEx International Priority for $80.
How long does it take for the products to be delivered to my place?
If you place your order before 2pm PST your package will ship out the same day. With FedEx 2day, your package will be delivered in 2 business days and with Standard Overnight it will be delivered the next business day.
What if I receive a damaged package?
Please retain all packaging and contact us ASAP at 1-888-320-5975.
Can I exchange or return if I’m not satisfied with the product?
If a customer finds that the merchandise is wrong or damaged, the customer must contact our customer service department through our website to obtain a Return Merchandise Authorization (RMA) within 7 days of receiving the goods. The Customer Service Department will respond to its customers via e-mail and issue you a RMA number and specific instructions for how to return your merchandise. There is a 30% (of original purchase price) restocking fee for all returns. Return fees are restocking fee + any domestic shipping if needed. You will be refunded for the item only, not the shipping and minus the restocking fee, only if your item is eligible for a refund. Exchange fees are restocking fee + shipping if needed and International shipping costs back to the customers’ international address.
My order got cancelled, what happened?
We understand that order cancellations can be frustrating. If you have never purchased with us online before and paid with a credit card, your order may have been cancelled due to this. We suggest placing another order and paying with PayPal to avoid another cancellation. Only customers that have placed an order in the last year (365 days) are allowed to place orders via credit card on our site. We also do not allow credit card payments if you are shipping to an address other than your billing. If you would like to ship to an alternate address please order and use PayPal to check out.
Is tax included?
Yes, tax is included in the price.
I’m not in the U.S., do I need to pay customs fees and how much is it?
Carter Lux pays import duties & taxes for many countries. Please send a message via our contact form or call us to confirm your country is eligible.