If you have not received your watch or it is declared as lost, please contact our online 24/7 chat service on www.yema.com to initiate the procedures to file a claim to the courier service used.
The timeline of procedures are as follows:
Confirmation by chat that the watch was not received (either in your mail box, at a neighbour's place or at a service/drop-off point)
The chat agent will forward the information to the person in charge and a case will be opened
Once an answer and confirmation is received from the courier (in 2-3 business days), a request for refund from the courier is initiated
Please note that you will need to provide a sworn statement of non-receipt if requested (which will be filled and sent to you by YEMA)
A police report will also will also be requested in certain cases, for example if a package was stolen. In most cases, filing a police report can easily be done online via the local police website.
Once the refund/confirmation of package lost is approved (1-2 business weeks maximum), a replacement of the lost watch is sent
The tracking number is shared to the client by the chat agent or by email