Contact Wristcraft

Draft for review. This document was prepared as part of the Wristcraft site build and has not been reviewed by counsel. Confirm the entity details, retention periods and jurisdiction clauses with your lawyer before launch.

Real people, one studio, in Florence. The concierge answers within four working hours and it is never a bot. This page is a routing table — sending a message to the right place is the single biggest thing you can do to get a fast answer.

Fitting help and styling

concierge@wristcraft.app — Response within 4 working hours.

For anything before an order exists: a reference the Caliper engine could not resolve, a watch with an aftermarket case or bezel, a curved-end question, choosing between two leathers, or a request for physical swatches (free, anywhere, posted same day).

Include: the watch make, model and full reference number; your wrist circumference in millimetres, measured on bare skin where you actually wear the watch; how you wear it — tight, loose, over a cuff — and what you do in it. A photograph of the lugs from the side, and of the caseback, answers most questions in one exchange.

Build and order status

concierge@wristcraft.app with your order or build number in the subject line — Response within 4 working hours, and within 1 working hour if you are inside the 12-hour change window.

For approving or changing a build sheet, cancelling before cutting, changing a delivery address, chasing tracking, or a parcel that has gone quiet. If you are inside the change window and want to change something, say change window in the subject and it goes to the top of the queue — see section 3 of the Bespoke Order Terms.

Include: the build number from the build sheet or the underside of the strap, and what you want changed. For a late parcel, the last tracking scan you can see.

Warranty, repairs and refurbishment

concierge@wristcraft.app with “warranty” or “refurbish” in the subject — Verdict within 2 working days.

For stitching or hardware failure, a free first-year re-punch or re-edge, a paid refurbishment quote, or the fit guarantee on a strap that does not sit right.

Include: the build number; three daylight photographs — the whole strap flat, a close-up of the failure, and the hardware; roughly how long you have worn it and in what conditions. Do not post anything back before we have replied. Full detail in Warranty & Repairs.

Press and media

press@wristcraft.app — Response within 1 working day, same day if you are on deadline and say so.

For interviews, atelier visits and photography, loan samples for review, and the press kit — wordmark, product renders, atelier photography, founder biography and the figures with their sources. Loans go out for six weeks and we do not ask for copy approval or expect to see a piece before it runs.

Include: publication, angle, your deadline, and the shipping address for a sample.

Privacy and data requests

privacy@wristcraft.app — Acknowledged within 2 working days, answered within one month.

For access, correction, deletion, portability, objection, withdrawing consent, or asking us to delete the caseback photographs early. Write from the address on your account so we can identify you without asking for documents. Say which right you are exercising; if you are not sure, describe what you want and we will work it out. Detail in the Privacy Policy.

Legal and formal notices

legal@wristcraft.app — Written position within 10 working days.

For escalating a dispute the concierge could not settle, intellectual property and takedown notices, appealing an account suspension, and regulatory correspondence. Formal service of process goes to the PEC address and registered office in the Imprint.

Include: what happened, dates, order or build numbers, and what outcome you want. A human reads every one of these.

Wholesale and atelier partnerships

concierge@wristcraft.app with “wholesale” in the subject — Response within 3 working days.

For dealers and independent watchmakers who want to run fitting sessions for their own customers, boutique stocking, corporate and gift orders over ten builds, and collaborations with brands who would like their references measured into the fit database. We measure a new reference free if you can lend us the watch for 48 hours.

Include: who you are, the volume or reference list you have in mind, your territory, and your VAT number if you have one.

Hours

Monday to Friday, 09:00–18:00 Europe/Rome. Messages arriving over a weekend are answered first thing Monday. Telephone +39 055 264 8110 during the same hours; outside them, email is genuinely faster.

The atelier closes for the first three weeks of August and between 24 December and 6 January. Those dates are shown at checkout whenever they will affect a build you are about to confirm.

The studio

Via dei Serragli 108, 50124 Firenze, Toscana, Italy.

Not a shop. Visits are by appointment — email the concierge with a couple of dates and we will set aside forty minutes to measure your watch properly, put the leathers in your hands and cut a mock-up while you wait. There is no charge and no obligation, and it is by far the best way to choose a hide.

Before you write

Two things are faster than we are. Build status and tracking are on the link in your build-sheet email. And the questions we get most — how the fit engine handles an unlisted reference, what happens if the strap does not fit, how long a build takes, what the change window means — are answered on the front-page FAQ.