Complaints and Dispute Resolution

Submitting a complaint

Email info@vookum.store with “Formal Complaint” in the subject. Include the order number, relevant dates, a concise description, supporting photographs or documents, previous communications, and the outcome requested. Do not send complete card information or unnecessary identity documents.

Complaints may also be submitted by telephone on +1 539 203 8750 or by post to the address below.

Postal address for complaints

Vookum
1812 Utica Square
Tulsa, OK 74114
United States

Customers in Europe may also write to: Vookum, Weseler Str. 17, 47169 Duisburg-Hamborn, Germany.

Review process

Vookum aims to acknowledge a complaint within two business days and provide a substantive response within 10 business days. Carrier, authentication, warranty, payment, insurer, or specialist investigations may require more time. If so, Vookum will explain the reason and provide an update.

Preserve the watch, packaging, documents, and other evidence. Do not alter or service a disputed watch before receiving instructions if doing so could affect the investigation.

Escalation

If the initial response does not resolve the matter, reply with “Escalation Request” and identify the unresolved point. Where practical, the matter will be reviewed by another authorized person.

External rights

Nothing in this process removes a right to contact a payment provider, regulator, consumer agency, court, European Consumer Centre, supervisory authority, or another legally available dispute-resolution service. Vookum will not retaliate against a customer for making a good-faith complaint or exercising a legal right.

Last updated: August 21, 2026