CUSTOMER SERVICE
PURCHASE-RELATED INQUIRIES
If you have questions regarding the status of your order, shipping address, cancellations, refunds, or purchases made through our website, please contact us at:
seiko@artisdistributuion.com WhatsApp: 55 7419 0207AFTER-SALES SERVICE
If you need information about your Seiko watch, repairs or maintenance, warranties, or the purchase of bracelets or other after-sales services, please contact us at:
servicio@artisdistributuion.com WhatsApp: 56 2521 9519FREQUENTLY ASKED QUESTIONS
ONLINE SHOPPING AT SEIKO MEXICO
REPAIRS & REPLACEMENTS FOR MY SEIKO WATCH
CARE & MAINTENANCE OF MY SEIKO WATCH
ONLINE SHOPPING AT SEIKO MEXICO
How can I place an order?
Do I need to create an account to place an order?
What are the benefits of creating an account?
Who is Artis Distribution and what is its relationship with https://seikomexico.com?
Can I pick up my order at a physical store?
How can I track my order?
What payment options are available?
Is it safe to pay by card?
What should I do if my payment fails?
Can I modify or cancel my order once it has been placed?
What is your return and refund policy?
Where does https://seikomexico.com deliver?
How long does delivery take?
How do I know if my area is eligible for delivery?
What happens if I am not home to receive my order?
Is there a delivery fee?
REPAIRS & REPLACEMENTS FOR MY SEIKO WATCH
Where can I have my Seiko watch repaired?
Where can I replace the battery in my Seiko watch?
Where can I purchase parts for my Seiko watch?
CARE & MAINTENANCE OF MY SEIKO WATCH
What special care should I give my Seiko watch?
How should I care for my Seiko watch strap?
Where should I store my Seiko watch when I am not wearing it?
Notice of Privacy
Artis Distribution, S.A. de C.V., commonly known as Artis ("Artis" or "we"), with domicile at Zamora 187, Colonia Condesa, Cuauhtémoc, C.P. 06140, Mexico City, and owner of the websites https://artisdistribution.com/ and https://seikomexico.com/ (collectively, the "Sites"), is the data controller responsible for the use and protection of your personal data, and in this regard we inform you as follows:
For what purposes will we use your personal data?
The personal data we collect from you will be used for the following purposes, which are necessary for the service you request:
- Process and fulfill orders.
- Handle returns or exchanges.
- Respond to inquiries and provide updates on orders and products.
- Protect against fraudulent transactions and ensure data security.
- Ensure compliance with applicable laws and regulations regarding data protection.
In addition, we will use your personal information for the following secondary purposes, which are not necessary for the requested service, but which allow and enable us to provide you with better service:
- Send personalized marketing communications and special promotions.
- Offer personalized recommendations based on purchase history and preferences.
- Analyze website use in order to improve the user experience and the services offered.
- Marketing or advertising purposes.
- Commercial prospecting.
Should you not wish your personal data to be used for these secondary purposes, we ask that you send an email to oarriaga@artisdistribution.com, indicating with a mark any of the following options:
"I do not consent to my personal data being used for the following purposes:
[ ] Send personalized marketing communications and special promotions
[ ] Offer personalized recommendations based on purchase history and preferences
[ ] Analyze website use in order to improve the user experience and the services offered
[ ] Marketing or advertising purposes
[ ] Commercial prospecting"
Refusing the use of your personal data for these purposes may not be a reason for us to deny you the services and products you request or contract with us.
What personal data will we use for these purposes?
In order to carry out the purposes described in this privacy notice, we will use the following personal data:
- Identification data.
- Contact data.
- Asset and/or financial data (for example, payment method data when making a purchase on our Sites).
We do not collect sensitive personal data (that is, data concerning racial or ethnic origin, health status, genetic information, religious, philosophical or moral beliefs, union affiliation, political opinions, or sexual preference).
Express consent for the processing of financial or asset-related data
Pursuant to Article 8 of the Federal Law on the Protection of Personal Data Held by Private Parties (Ley Federal de Protección de Datos Personales en Posesión de los Particulares), the processing of financial or asset-related data requires your express consent.
By providing your payment data (for example, card number or other financial information) during the purchase process on https://artisdistribution.com/ and https://seikomexico.com/, you grant your express consent for Artis and its e-commerce platform provider (Shopify) and the corresponding payment processor to use such financial data exclusively to process your transaction, prevent fraud, and comply with applicable legal and tax obligations.
If you do not wish to provide your express consent for the processing of your financial data, we will be unable to process your purchase, since such processing is indispensable to complete the transaction you are requesting.
With whom do we share your personal information and for what purposes?
We inform you that your personal data is shared, within and outside the country, with the following persons, companies, organizations, or authorities other than us, for the following purposes:
| Recipient of personal data | Purpose | Requires consent |
|---|---|---|
| Operational areas within the same company | Process orders | No |
| Payment services provider | To process financial transactions. | No (express consent, see preceding section) |
| Logistics services providers | For the delivery and return of products | No |
| Marketing and advertising agencies | To carry out targeted marketing campaigns | Yes |
| Technology and platform providers (including Shopify Inc.) | To host and maintain the web infrastructure and process orders | No |
| Legal and accounting advisors | For compliance with tax and legal obligations | No |
| Regulatory authorities | In the event of a legal requirement or to comply with regulations | No |
International transfers of personal data
Some of the providers referred to in the table above (for example, our e-commerce platform provider and payment processors) may store or process information on servers located outside of Mexico, including, among others, the United States of America and Canada. In such cases, Artis contractually requires such providers to maintain the same levels of personal data protection described in this privacy notice and to comply with applicable personal data protection legislation, pursuant to Articles 36 and 37 of the Federal Law on the Protection of Personal Data Held by Private Parties and its Regulations.
Regarding transfers that require your consent (marketing and advertising agencies), if you do not state your refusal for these to occur by sending an email to oarriaga@artisdistribution.com, we will understand that you have granted it.
How can you access, rectify, or cancel your personal data, or object to its use?
You have the right to know what personal data we hold about you, what we use it for, and the conditions of use we apply to it (Access). Likewise, it is your right to request the correction of your personal information should it be outdated, inaccurate, or incomplete (Rectification); to have it removed from our records or databases when you consider that it is not being properly used (Cancellation); as well as to object to the use of your personal data for specific purposes (Opposition). These rights are known as ARCO rights (Access, Rectification, Cancellation, and Opposition).
To exercise any of your ARCO rights, and to learn about the applicable procedure and requirements, you must submit your request by calling 55 9039 0137 or via email to oarriaga@artisdistribution.com.
The contact details of the area in charge of processing ARCO rights requests are as follows:
- Area responsible for personal data: Administration and Finance Department
- Address: Zamora 187, Colonia Condesa, Cuauhtémoc, C.P. 06140, Mexico City
- Email: oarriaga@artisdistribution.com
- Telephone number: 55 9039 0137
You may revoke your consent to the use of your personal data
You may revoke any consent you may have granted us for the processing of your personal data. However, it is important to note that we may not be able to address your request or discontinue the use of your data immediately in all cases, since we may be required by a legal obligation to continue processing your personal data. Likewise, you should consider that, for certain purposes, revoking your consent will mean that we can no longer provide the service you requested from us, or will result in the termination of your relationship with us.
To revoke your consent, and to learn about the applicable procedure and requirements, you must submit your request by calling 55 9039 0137 or via email to oarriaga@artisdistribution.com.
How can you limit the use or disclosure of your personal information?
In order for you to be able to limit the use and disclosure of your personal information, we offer you the following means: send an email to oarriaga@artisdistribution.com.
The use of tracking technologies on our websites
We inform you that on our Sites we use cookies, web beacons, or other technologies, through which it is possible to monitor your behavior as an internet user, as well as to provide you with better service and experience when browsing our pages. The personal data we collect through these technologies will be used for the following purposes:
- Ensure that users are duly authenticated and protect their data.
- Understand how the user interacts with our site and improve its efficiency.
- Offer relevant advertisements and measure the effectiveness of our advertising campaigns.
- Remember information about your device settings and personal preferences.
The personal data we obtain through these tracking technologies are as follows:
- Session identifiers, usernames, and passwords.
- User's preferred language.
- Region where the user is located.
- User's browser type.
- User's operating system type.
- Date and time a user's session began and ended.
- Web pages visited by a user.
- Searches performed by a user.
- Advertising viewed by a user.
- Consumption lists and habits on shopping pages.
Likewise, we inform you that the information obtained through these technologies will be shared with the following persons, companies, organizations, or authorities other than us, for the following purposes:
| Recipient of personal data | Purpose |
|---|---|
| Analytics services providers | Analyze how users use our website and how we can improve it |
| Advertising platforms | Serve advertisements based on users' prior visits to our website |
| Technology services providers | Support for the web infrastructure and functionality of the site |
How can you learn about changes to this privacy notice?
This privacy notice may be subject to modifications, changes, or updates arising from new legal requirements; our own needs regarding the products or services we offer; our privacy practices; changes in our business model; or other causes.
We are committed to keeping you informed of any changes to this privacy notice through our Sites (https://artisdistribution.com/ and https://seikomexico.com/). Notices regarding changes or updates to this privacy notice will be published through a visible announcement on such websites.
Terms and Conditions
General
These are the Commercial Transaction Terms of Artis Distribution, S.A. de C.V., “Seiko Mexico” (hereinafter referred to as “Artis Distribution”), with registered address at Puebla 302, Colonia Roma Norte, Mexico City.Modifications to the Terms
These Terms may be updated periodically. We recommend reviewing the current terms each time you place an order on this website to ensure you understand the applicable conditions at that time.Website Terms of Use
Please read these Terms carefully before using the website www.seikomexico.com (hereinafter, the “Website”). These Terms govern the offering, marketing, and sale of goods or products through electronic means via an Information System. We recommend keeping a copy of these Terms for future reference.By using the Website and before placing an order, the Customer accepts these Terms and agrees to comply with them. If you do not agree with their contents in full, we ask that you do not use this Website. These Terms may be modified at any time; modifications will be applicable from the moment they are published on the Website and will govern any transactions made thereafter.
Order Requirements
By placing an order on the Website, the Customer declares that they meet the following requirements:- 1. Be of legal age.
- 2. Have the legal capacity to enter into a contract.
- 3. Act as a consumer in their personal capacity.
Use of the Website implies acceptance of the use of electronic and telephone communications for any related interaction.
Geographical Scope
The products offered on the Website are available exclusively for distribution within the territory of the United Mexican States (hereinafter, the “Territory”). If the Customer resides outside the Territory, they must use the Website corresponding to their country or region.Sales Restrictions
Sales made through the Website are intended exclusively for end customers. Any order that clearly does not correspond to a retail sale will be considered void. This includes, but is not limited to, fraudulent orders or those deemed as such by Artis Distribution.Artis Distribution reserves the right to limit the quantity of products ordered or delivered to the same buyer or shipping address, whether in a single order or multiple combined orders.
Products
The product descriptions on our Website are for reference only, and images are for illustrative purposes. While we strive to provide accurate product information (including, but not limited to, size, materials, features, and dimensions) and faithfully represent colors, these descriptions are approximate. Therefore, we do not guarantee that the colors displayed on screen will exactly match those of the physical products.All products displayed on our Website are subject to availability. If the requested product is unavailable, we will notify you as soon as possible via email. If the product is not available, the order will be canceled and refunded through the same payment method used for the purchase.
Prices
All prices published on the Website are in Mexican Pesos and include 16% VAT.Our product prices are subject to change when necessary. However, any price modification will not affect orders that have already been confirmed through an Order Confirmation.
Since our Website hosts a wide range of products, it is possible that, despite our best efforts, some may be listed at an incorrect price. If the pricing error is obvious and reasonably recognizable as such, Artis Distribution will not be obligated to supply the product at the incorrect (lower) price.
In such cases, we will contact you to inform you of the error and offer two options:
- 1. Continue with the purchase of the product at the correct price.
- 2. Cancel your order.
We will not process the order until we receive your instruction. If we are unable to contact you using the contact details provided during the purchase process, we will consider the order canceled and notify you in writing.
Order Process
Contract Formation
The online sales contract is established once payment for an order has been confirmed by Artis Distribution (hereinafter, the “Order”). By placing an Order, you agree to these Terms and acknowledge Artis Distribution’s right to receive full payment for the Order.Order Review and Correction
Before completing your purchase, we recommend taking the time to review your Order. Please carefully check your details and correct any errors before submitting, as Artis Distribution will not be held responsible for customer errors.If you notice an error after submitting your Order, please contact us as soon as possible at seiko@artisdistribution.com. We will do our best to correct the error before processing your Order. However, we cannot guarantee this, and Artis Distribution assumes no obligation to make changes if the Order has already been processed.
Order Confirmation
After placing an Order, you will receive a confirmation email. Subsequently, you will receive another email notifying you that your Order has been shipped (hereinafter, the “Shipping Confirmation”).Inability to Supply
If we are unable to supply a Product (e.g., due to stock unavailability, product discontinuation, or a pricing error on our website), we will notify you via email and will not process your Order. If you have already paid, we will refund the full amount within approximately 15 business days of sending the notification.Order Rejection, Suspension or Cancellation
Artis Distribution reserves the right to reject, suspend, or cancel an Order at any stage of processing under the following circumstances:- 1. Full or partial non-payment for the current Order or any previous Order.
- 2. Payment incidents, fraud, or attempted fraud related to use of the website.
- 3. Breach of these Terms or any additional terms applicable at the time of purchase.
- 4. When required or authorized by applicable law or regulation.
In such cases, Artis Distribution may use the personal data provided during the ordering process to carry out necessary verifications, including anti-fraud investigations. This may include automated analysis of requested quantities and, if applicable, rejection, suspension, or cancellation of the Order.
If your Order is rejected, suspended, or cancelled, you may contact us to address any concerns. Additionally, Order-related data may be shared with legally authorized third parties or those designated by Artis Distribution solely for the purpose of verifying your identity, payment method, and delivery type.
Artis Distribution reserves the right to request a copy of your ID as part of the verification process. You have the right to access, modify, and delete your personal data processed by Artis Distribution, in accordance with our Privacy Policy.
Deliveries
Artis Distribution is committed to delivering the products purchased by the Customer in perfect condition, to the address provided on the order form, as long as it is within Mexican territory. To ensure efficient delivery, the Customer must provide a valid address where the order can be received during standard business hours: Monday to Friday, 9:00 a.m. to 6:00 p.m., on business days.Delivery Conditions
Address errors:
Artis Distribution will not be held responsible for delivery errors if the address provided in the order form is nonexistent, incorrect, or incomplete.Coverage and restrictions:
Artis Distribution reserves the right to cancel the delivery of an order if the address provided is outside the coverage area of the shipping company.Delivery Timeframe:
The estimated delivery time is two business days. This timeframe is approximate and does not constitute a guarantee, as deliveries are managed by third-party courier services contracted by Artis Distribution. For this reason, delivery times may vary due to logistical issues, unforeseen events, or force majeure.In case of delays, Artis Distribution will notify the Customer as soon as it becomes aware of the situation.
Each delivery will be considered completed once the courier company makes the product available to the Customer at the address provided during the purchase. This will be recorded through the tracking system used by the contracted shipping provider.
Returns
At Artis Distribution, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your Order, we accept returns within a maximum of 7 calendar days after you receive the product.To initiate a return, please follow the process described below.
Return Conditions
To be eligible for a return, the product must meet the following requirements:- - Product condition: It must be unused and in perfect condition, with no signs of wear beyond what is necessary to determine its nature, features, and functionality.
- - Original packaging: The product must be returned in its original shipping packaging, including the box, instruction manual, authenticity certificates, warranty, protective materials, and tags intact.
- - Proof of purchase: The original order receipt must be included.
We will not accept returns if the product has been used, altered, or modified in any way, or if the 7-calendar-day period from the date of receipt has passed.
Return Process
- 1. Initial contact: Email us at seiko@artisdistribution.com within 7 calendar days after receiving your product.
- 2. Preliminary evaluation: Our team will ask some questions to verify the condition of the product and determine if it meets the return criteria. Photographic evidence will be required.
- 3. Shipping coordination: If the evaluation is favorable, we will arrange for the product to be picked up by our courier. Return shipping costs are the responsibility of the Customer.
- 4. Product handoff: You must hand over the product to the courier on the agreed date and time.
- 5. Receipt confirmation: You will receive an email confirming that your product has been returned to Artis Distribution.
- 6. Verification and refund: Once we receive the product, our team will inspect its condition. If it meets all return conditions, the refund will be processed.
Refund
- - The Customer is responsible for return shipping costs.
- - Artis Distribution may withhold the refund until the product has been received. The Customer is liable for any loss in value resulting from handling beyond what is necessary to determine the product’s nature, characteristics, and function.
- - The refund will be processed once the returned product has been received and verified.
- - The refund will be issued using the same payment method used for the original purchase, unless a different method is expressly agreed.
If you have any questions or require further assistance, please don’t hesitate to contact us at seiko@artisdistribution.com.
Invoicing
If you require an invoice for your purchase, please note that it can only be issued within the same month the transaction was made. To request your invoice, send an email to seiko@artisdistribution.com with the following information:Tax Information:
- - Proof of tax status (Comprobante de situación fiscal).
- - If you are registered under two or more tax regimes, please specify which one should be used for the invoice.
- - CFDI usage (e.g., G03 – General Expenses).
- - Email address where you would like to receive the invoice.
Purchase Information:
- - Order number.
- - Name used to place the order.
- - Total amount of the purchase.
- - Date of purchase.
- - Payment method used.
Once we receive and validate the information, we will issue the invoice and send it to the provided email address.
Force Majeure
Artis Distribution shall not be held liable for any failure or delay in fulfilling its contractual obligations when such failure is caused by an act or event beyond its reasonable control (hereinafter referred to as “Force Majeure”).If a Force Majeure event affects the fulfillment of our obligations:
- 1. We will contact you as soon as possible to inform you of the situation.
- 2. Our obligations will be suspended for the duration of the Force Majeure event, and the time for performance will be extended accordingly.
If product delivery is affected, we will agree on a new delivery date with you once the situation has been resolved.
Promotions
The promotions and discounts published on the Website are valid only for purchases made through the online store. These promotions are not redeemable for cash and are valid only during the advertised period or while supplies last, whichever comes first.Artis Distribution reserves the right to modify or introduce new promotions at any time, with prior notice on the Website.
Use of Coupons and Promotional Codes
Some promotions require the use of a promotional code to be activated. The discount will only apply to the eligible products included in the order.How to apply a promotional code:
- 1. Add the desired products to your shopping cart and locate the field titled “Discount Code.”
- 2. Enter the promotional code exactly as it appears in the promotional material.
- 3. Click the “Apply” button to validate the code and activate the discount.
Please ensure the discount has been applied correctly before completing your purchase, as it cannot be applied retroactively.
Important Conditions:
- 1. Promotional codes cannot be combined or used together in the same order.
- 2. If the customer completes the purchase without correctly applying the coupon during the checkout process, the discount cannot be applied retroactively.
- 3. Coupons issued in the Website are only valid within Mexican territory. They are not valid in the United States or other countries. Likewise, coupons offered by Seiko websites in other countries are not valid in Mexico.
- 4. First-time purchase coupon: Customers who subscribe to the newsletter will receive a discount coupon for their first purchase via email. To activate the discount, customers must either click the link provided in the email or enter the code on the checkout page before completing the purchase.
- 5. Partner codes: These must be entered on the checkout page before finalizing the order.
Installment Payments (No-Interest Installments)
Interest-free installment plans are available exclusively when using Mercado Pago as the payment method. The availability of installment options and applicable conditions are determined directly by Mercado Pago. Therefore, Artis Distribution is not responsible for the approval, management, or any modification related to this service.Available options:
- - For purchases under $10,000 MXN: 3 and 6 interest-free installments.
- - For purchases equal to or above $10,000 MXN: in addition to the previous options, 9 and 12 interest-free installments are available.
The installment service is subject to Mercado Pago’s terms, policies, verification, and credit approval. Before completing your purchase, we recommend reviewing the current conditions directly on the payment platform.