FAQ’s

Carter Lux is located in Los Angeles, California.

Included in your order is your new 24K Gold Plated Apple Watch with its band, a 1m Apple Watch Charger and our Carter Lux Certificate of Authenticity all inside the Apple Original packaging.

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 Support Staff and Submit a Ticket.

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.

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.

For the longest lasting mirror finish on our gold, treat it like you would any piece of fine jewelry. Keep away from hash chemicals (this includes but is not limited to house hold cleaners, pool/spa chemicals, perfumes, colognes etc.). If contact does occur be sure to immediately run under cool clean water and gently wipe with minimum pressure using a microfiber towel to dry. When sweating heavily or after using in salt water use the same cleaning method described above. Allowing body oils, sweat or salt to sit on the finish may harm it.

No jewelers rouge, abrasive materials or polish should be used as these are too harsh and may take the finish right off.

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 your watch is broken or is experiencing problems please submit a ticket . 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. Our warranty and repair center is reachable only by our ticket system. Please check back often to see if a response has been posted, generally our support team will respond within 24hrs (on business days only M-F 9-3pm PST).

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 submit a ticket 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.

We are currently an online-only company and do not have a brick and mortar store. Our photos are the real product you receive and are taken in-house.

24K is a slightly more pure gold than 18K and slightly more yellow in color.

Yes, you can add AppleCare Plus to your new watch; however, you can only add AppleCare Plus at time of purchase.

Apple Care Plus extends your 1 year manufacturer’s warranty to 2 years (3 years for Hermes) and includes two incidences of Accidental damage (cracked screen/water damage) with a deductible of $299 ($399 for the Hermes watch) per incident to replace. This must be warrantied through Carter Lux. Please submit a ticket if you need to claim on your warranty.

Carter Lux products are shipped via your choice of shipping speed. UPS Ground – 1-5 business days transit time for continental US Orders, UPS 2nd Day Air – 2 business days transit time for continental US orders, or UPS Next Day Air – 1 business day transit time for continental US orders. International orders are shipped via UPS Worldwide Express for $199, 2-5 business days transit time to most international destinations (not including customs processing time). Tracking, insurance, and signature confirmation are included on all shipping methods.

When you place your order before 1 pm for in-stock items we ship your order out the next business day (M-F). Orders placed on Friday after 12 pm will be shipped out the following Monday as long as it is not a postal holiday. Exceptions include Hermes watches/bands, Louis Vuitton watches/bands and custom bands.

If there is an issue with your payment or anything that will delay your order we will email and call you to notify you. Please make sure to return calls/emails ASAP to avoid delays in sending your order.

If you have any questions about when your order will ship please send us a message using the contact form or email info@carterlux.com.

Please retain all packaging and contact us within 24hrs of signing for the package at 1-888-320-5975.

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 24hrs of online tracking showing the goods were signed for. 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.

Please note, there are NO refunds on Hermes or Louis Vuitton watches and bands. All sales are Final.

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.

Yes, tax is included in the price.

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.