FAQ

Is this website an authorized/official e-store of Luminox?

Yes. This website is an authorized/official e-store managed by exclusive distributor, Crystal Time (S) Pte Ltd for Singapore, Malaysia and Brunei only. For verification, you may email Crystal Time (S) Pte Ltd at info@crystaltime.com.sg. Always buy from an authorized source to ensure authenticity and warranty coverage of your Luminox watch.

What should I receive in my purchase to ensure that I bought a genuine product?

Every Luminox watch will come with a Luminox box, an instruction manual and stamped warranty card indicating date of purchase plus model number with details of the exclusive distributor. Purchase only from authorized retailers to ensure that watches are covered under warranty. For a list of authorized retailers, click here

What payment method do you accept?

We accept payment by Visa or Master credit card.

The billing address you provide must match the billing address that is on file with the financial institution that issued the credit card. If a credit card authorization fails, We reserve the right to cancel your order without notifying you. 

Service Provider cannot resolve credit card problems with your financial institution if a credit card is declined. It is your responsibility, as a consumer, to settle credit card problems with the issuing institution. 

Where do you deliver to?

We deliver only to Singapore, Malaysia and Brunei only.

How fast is delivery?

We will require 5-9 working days for shipping depending on location of address. 

Can I return a product?

No, we do not accept returns. Please refer to our terms & conditions for more details.

How long is the warranty?

2 years international warranty on the watch from date of purchase.

The warranty must be produced at the time of servicing the watch.

What does warranty cover?

Your watch is warranted for 2 years from the date of purchase from an authorized Luminox retailer against any and all manufacturer's defects.

Any damage to the watch resulting from normal or extreme use is not covered under the original manufacturer's warranty. Items not covered by the original warranty are the battery, crystal, band, stem and crown, or any damage from normal, extreme, or inappropriate use.

Please consult your warranty card and booklet received from your retailer. When returning your watch to an official service center, please include the warranty card which must show the store where bought, date of purchase and stamp of the store in order to be a valid warranty card.
Watches not bought from an authorized Luminox retailer, therefore to be considered grey market store, will make your warranty void and you will be asked to pay.

The warranty does not cover: 1. Battery, case, crystal, strap or bracelet 2. Damage resulting from improper handling, lack of care, accidents, or normal wear and tear 3. Water damage unless marked “water-resistant” (Water damage of leather strap is not guaranteed in any circumstances) The warranty is void if the watch has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in materials or workmanship.

Please refer to our terms and conditions for more details.

Where can I send my watch for repair?

 Singapore:

Crystal Time (S) Pte Ltd

16 Tannery Lane #01-00

Singapore 347778

Tel: +65 6747 8888

E-mail: customerservice1@crystaltime.com.sg

Office hours: Mon - Fri, 9.00am–7.00pm (excluding public holidays)

Malaysia

Crystal Time (M) Sdn Bhd

#10-03,Level 10, Menara MBMR

NO. 1, Jalan Syed Putra

58000 Kuala Lumpur, Malaysia

Tel: (+60)(3)3000 8680

E-mail: customerservice1@crystaltime.com.my

Office hours: Mon - Fri, 9.00am–1.00pm and 2.00pm to 6.00pm (excluding public holidays)

Brunei:

Chang Ein Hong Watch Dealer (G28, Yayasan Sultan HJ Hassanal Bolkiah Complex, Bandar Seri Begawan, BS8711 & G.7, Ground Floor, The Mall, Abdul Razak Complex Bandar Seri Begawan)

Hoo Ping Trading Co. (9, Jalan Sultan, PO Box 284, Seria)

MGJ Loyal Timepiece & Jewellery (4&5, Block B, Shakirin Complex, Kampung Kiulap, BE1518 & 1, Bangunan Hasbullah 1, Simpang 137,Jln Gadong, BE3519 Bandar Seri Begawan)

Where can I buy new bands/bracelets?

You have to purchase at our service centres or authorized retailers.

Where can I change my watch battery?

We would recommend sending the watch back to the service centre to change the battery. Battery charges include a change of the case back gasket as well as a water resistance test to ensure that the watch is returned to you in proper condition without compromising the terms of the warranty. Do not change batteries at unauthorized service centres.

How long is lifetime of my watch battery?

A battery life varies usually from two to ten years depending on the type of the watch, dimensions and capacity of the battery, the size and weight of hands, and the amount of energy required by the different functions of the movement. For instance, a chronograph will have a higher energy consumption than a watch indicating the hours and minutes only.

Some Luminox watches feature an end of life indicator: Once the second hands starts moving in 4-seconds intervals, it is time to have the battery replaced by a Luminox qualified watchmaker. However, even in the 4 seconds interval, your watch will continue to run for one to three weeks before stopping. Please note that the battery is not covered by the original warranty.

How frequently should my Luminox watch be serviced?

Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work perfectly. Obviously, we cannot indicate the intervals for such servicing, given that it depends entirely on the model, climate and the care taken by the watch's owner. As a general rule, your watch should receive a full service every 3 to 4 years, depending on the use of the watch.

What does water resistant mean?

Luminox watches are water resistant from 100 – 500 meters, as indicated on the case back.
The water resistance rating of a watch does not take into account the ability of the watch to STAY water resistant as it ages. Please be aware that temperature fluctuations and external influences, for example due to solvents, cosmetics, dust or shocks, caused by impacts or sudden movements, can fundamentally affect water-resistance. Often a watch gets hit by a shock onto the crown or crystal without leaving visible marks, but the internal parts could become damaged and the watch will no longer be water resistant. You also need to consider that seals and sealing systems in particular are subject to wear and tear and natural ageing, e.g gaskets at the crystal, crown and case back.

Therefore, we suggest that before engaging in activities that could subject your watch to extraordinary stress (team sports, jumping into water from more then 3 feet/1 meter, deep diving, temperature shocks from hot sun to colder water, big wave surfing, etc), you are advised to remove your watch.

Please also note that not all straps or bracelets are suitable for use in or under water. Furthermore, with exception of the turning bezel, the moving parts of the watch (crown, buttons etc.) should not be operated under water. Before wearing the watch in or under water, you should also make sure that all moving parts are in their rest position, especially the screw-on crown must be firmly tight. After use in or under water, your watch should be rinsed with clear fresh water and then cleaned and dried.

Do not under any circumstances open the watch by yourself. The water resistance should be tested regularly, and at least annually, by an official Luminox agent.

Typically water-resistant watches are usually tested for water-resistance on the basis of international standards ISO 2281, and only especially constructed diver's watches (like Luminox series 1500) undergo much tougher testing procedures on the basis of international standard ISO 6425.. Our minimum water resistance recommendations are as follows for the following activities in water environments:

  • splashing 3 ATM (30 meters)

  • water surface activities 5 ATM (50 meters)

  • swimming/snorkelling 10 ATM (100 meters)

  • diving 20 ATM (200 meters)

  • deep diving special testing procedure required according to ISO 6425

What is the accuracy of my Luminox watch?

Quartz movement:

The typical tolerance of a quartz movement has got variations of between -05. and +0.7 seconds per day. External influences like shocks or sudden change of temperature may affect the precision of quartz movements.

Mechanical movement:

The accuracy of the watch depends on the movement and on the individual habits of the wearer and can therefore vary. The average precision tolerances are between -10/+40 seconds per day.

Can I wear my Luminox watch if I am allergic to Nickel?

The materials used by Luminox are subjected to severe tests in order to avoid allergies. For those who are hypersensitive to stainless steel we recommend that you buy a watch made of titanium or plastic.

What leather do you use on Luminox straps?

We use calf leather. 

What is the lifetime of my leather strap/PU strap?

Depending on use and wear and tear, lifetime is typically from 6 to 18 months. Please take hygienic issue into consideration, as your leather strap/PU strap is exposed daily to your natural sweat, as well as bacteria and dirt. Also from this point of view, a change of strap is recommended every 18 months at least.

How does the Luminox Light Technology work?

The Luminox illumination glass tubes, called LLT (LLT = Luminox Light Technology) inside your watch are calculated to glow up to 25 years, with a guarantee to glow 10 years as of date of purchase, except when exposed to strong shocks on the watch. Luminox – Always Visible.

Luminox watches offer a constant glow for up to 25 years, even in total darkness. Each Luminox watch employs tiny self-powered micro gas light tubes. These micro gas lights (borosilicate glass capsules) are installed in the hands, hour markers o the dial, and where applicable, into the bezels of our watches. These light tubes are safe to humans and environment.

Luminox watches need no external light source to “charge” the paint on the dial or hands in order to glow as do conventional luminous watches. Nor do they require a push of a button to light the dial as do watches with electroluminescence and therefore do not consume any battery power.

Is it normal for a watch crystal to fog up?

Luminox watches are produced in a clean room with a controlled relative air humidity of 45% to avoid condensation. However, under certain circumstances condensation can build up on the inside of the watch due to natural humidity.
This can happen if the watch is exposed to extremes of heat and cold in quick succession, e.g.
Exposed to the hot sun and then worn while swimming or in a cold shower, or falling while skiing and exposing the crystal to ice cold snow. As long as the fog is NOT caused by a leak due to shock or damage to the watch, the fog will dissipate when the watch is in a normal climate again.
If it does not disappear within 2 to 3 minutes in a normal temperature, send the watch to an authorized service center to address shock or damaged gaskets which can cause the loss of water resistance.

How do I set up a Luminox rewards account?

Click on the tabs which says Luminox Rewards Account and key in your details.

Do the reward points in my Luminox reward account expire?

No

Do the redeemed rewards have an expiry date?

Do redeemed rewards, there is an expiry date of 3 months unless indicated that items will be mailed to your address. Ship to address will be the same as indicated in Luminox account. Do note that Luminox and Crystal Time (S) are not responsible for any lost mail. Visit https://www.luminoxsingapore.com/pages/reward-items-and-redemption to understand redemption process