Frequently Asked Questions | Custom Devices, Services & Care
Before you order
De Billas Lux independently customizes genuine devices. Some listings include a complete device; others are send-in services for an item you already own. Review the selected model, size, included accessories, customization disclosures and handling time before purchasing.
When will my order ship?
Handling and customization time is separate from shipping transit. Business days exclude weekends and holidays. For device purchases, the estimate begins after payment and any required design approval. For send-in services, it begins after receipt and confirmation of the requested work.
| Order type | Expected handling or dispatch |
|---|---|
| Custom Apple Watch Series 10 and newer | 7–14 business days. These highly customized models require special handling and additional labor. |
| Custom gold-plated Apple Watch Series 9 and earlier | 3–5 business days before shipment. |
| Custom Samsung watches | 3–5 business days before shipment. |
| Standard send-in plating, polishing and approved watch services | Normally 3–5 business days after we receive the item and confirm the work. |
| Custom iPhones | Made to order; normally 2–3 weeks before shipment. |
Specific exceptions: selected priority polishing has a 1–2-business-day handling estimate. The complex titanium Apple Watch Ultra gold-electroplating send-in service retains its separately stated approximately two-week estimate because it requires disassembly and additional processing. Other agreed complex-work quotes may specify a different timeframe.
A clearly stated release-specific window takes precedence. The custom iPhone Duo listing currently estimates dispatch beginning in late October to early November 2026, subject to device availability and completion of customization. Carrier transit is additional.
For complete Apple Watch Ultra purchases, accessories and other configurations not listed above, use the individual listing's estimate or contact us before ordering. Handling estimates are not guaranteed delivery dates. If a shipping delay occurs, we will provide the revised estimate and any cancellation or refund options required by law.
Are your devices genuine?
Yes. We independently customize genuine Apple and Samsung devices. De Billas Lux is not affiliated with, sponsored by or endorsed by Apple, Samsung or Hermès. A customized device or band is not an official factory special edition.
Is the finish solid gold?
No. Gold-plated products have a layer of gold over the underlying material; they are not solid gold. The selected listing identifies the karat or finish. Golden anodizing creates a golden color in the metal surface and is not gold plating. Polished, rose-gold and white-gold finishes are identified separately.
What are the decorative stones?
Our stone-set Apple Watch Ultra cases use inlaid zircon stones. Decorative stones on watch bands are rhinestones. Other decorative bezels and phones use the material specified in the individual listing; contact us before ordering when a design's stone material requires confirmation. These accents are not advertised as natural or laboratory-grown diamonds. Diamond-polished describes a finishing process, not diamond gemstones.
Will my watch remain water resistant?
Water resistance depends on the customization process, not simply the model name.
- 24K gold-plated stainless steel Apple Watch Series 9 and eligible earlier stainless steel models: remain water resistant. These watches are not taken apart for plating, so their existing factory seals are not disturbed.
- Custom-anodized titanium Apple Watch Ultra and titanium Apple Watch Series models: remain water resistant. Anodizing, including polishing followed by anodizing, is performed without taking the watch apart.
- Polished-only Apple Watch Ultra, any generation: remains water resistant. Mirror polishing alone does not require disassembly.
- Eligible stainless steel Samsung watches: remain water resistant because they are plated without being taken apart.
- Gold-plated Apple Watch Series 10 and newer, and gold-plated titanium Apple Watch Ultra models: require disassembly and are no longer water resistant. Keep these watches dry; do not swim, shower or immerse them.
Gold plating and golden anodizing are different processes. A newer Series watch that is anodized without disassembly follows the anodizing guidance above, not the guidance for a disassembled gold-plated watch.
Retained water resistance is subject to the original device's condition. Water resistance is not permanent and can diminish with wear or damage; it is not a waterproof guarantee or a new depth certification. Customization does not repair damaged seals. Leather, decorative stones and plated bands may require stricter care than the watch itself.
What changes on a custom iPhone?
Custom iPhones are made to order. Read the selected model's disclosure: extensive customization removes water resistance and can disable NFC and wireless charging. Where these features are stated as unavailable, they are not restored by the customization. Confirm regional SIM configuration, carrier compatibility and included wired charging accessories before purchase.
Can I return my purchase?
Custom phone sales are final; change-of-mind returns are not accepted. This does not limit mandatory rights relating to defective, damaged or misdescribed goods or qualifying shipping delays. Watches and bands remain subject to the published 30-day return policy and its condition requirements. Contact us before returning an item and read our Refund Policy.
Who provides the warranty?
De Billas Lux provides a one-year mechanical-failure warranty on watches sold through our website, subject to the published warranty terms. This is not an Apple or Samsung warranty. Manufacturer coverage may exclude modifications or damage caused by them. Water or accidental damage is not covered unless expressly included in a separately purchased applicable plan. Any additional finish warranty stated on an individual listing applies according to that listing's terms.
How do I send in my watch?
Choose the correct send-in service or obtain approval for a bespoke request before mailing. Securely cushion the item in a sturdy box, follow the service's preparation instructions and retain the carrier tracking number. Do not mail an unsupported or damaged device without confirming the requested work first.
De Billas Lux
10645 N Oracle Rd, Suite 121
Oro Valley, AZ 85737
United States
Enter your complete return-shipping address at checkout. We ship your completed item only to the shipping address provided at checkout.
Do you ship internationally?
Yes. We ship worldwide. Please enter a complete and accurate shipping address at checkout, including the recipient's name, street address, apartment or suite if applicable, city, state or province where applicable, postal code where used, and country.
We ship only to the shipping address provided at checkout. An address supplied later by email, WhatsApp or order notes does not replace that address. If you notice an error, contact us before shipment so we can advise on the appropriate next steps.
Carrier transit and customs clearance are additional to handling time. International orders remain subject to applicable destination, carrier and import restrictions. Duties and taxes may apply as described in our Shipping Policy. Cellular and SIM support depend on the exact regional device and carrier.
Can I request a different finish, custom name or logo engraving?
Yes. We offer alternative finishes and personalized engraving, including custom names and logos. Send us the exact device model, desired finish, engraving text or logo artwork, preferred placement and any reference photos.
We must review the device material, artwork and design, then confirm feasibility, price, handling time and your approval before starting the project. Please provide only logo artwork you own or are authorized to use.
Contact De Billas Lux
WhatsApp: +1 (520) 820-5224.
Call us: +1 (520) 820-5224 or +1 (520) 261-1732.
Email: Support@debillaslux.com. For an existing order or send-in service, include your order number or service reference.