Why have I received a damaged/faulty watch? Should you think you have received a damaged or faulty watch please contact us with your order number and our Citizen Customer Case Team will help. Related articles How do I reset my smartwatch to factory settings on the Gen2 touchscreen smartwatch? Why has my parcel not been delivered yet? Why is my order delayed? The online return portal does not recognise my order number, why? What is the default lead time on deliveries?