FAQ

BEFORE ORDER 

Is registration required to place an order ?

Yes because as part of our shipments, your information about are necessary for the carrier as well as during updates of the status of orders. You will only need to complete this information during your first log in.

Can I see the watches in real life ?

We have a showroom that will allow you to see the watches before purchase. 

Do I have to pay extra fees because MOW is based in Monaco ?

European customers do not have to pa any taxes or customs duties if they live in a European country.

Can I order while being outside the European Union ?

Yes, because we deliver worldwide with a delay of 48/72h. MOW will only charge you for the cost of the watch and shipping charges . All other costs (such as taxes, customs duties or VAT) are the responsibility of the customer to pay when clearing the watch in his country. Usually, these charges are required prior to delivery and are collected either by the carrier or by your local customs authority.

PAYMENT 

Are the method of payment offered secure ?

The payment on our site is 100% secure. Your credit card number and your personal information are protected by the SSL (Secure Sockets Layer) protocol of our financial partner The information entered is immediately encrypted, in order to be able to transit securely over the Internet. The bank manages the transaction automatically and your card numbers are not stored on our servers.

What are the payment methods ?

We only accept payments in Euros with the following payment methods:
- Payment by credit card with Mastercard and Visa. The purchase transaction is additionally covered by password protection services "Verified by Visa" and "Mastercard Secure Code". We also use the 3DSECURE security system. 1% of transaction fees will be applied with this payment method.
- Payment by credit card with American Express. The purchase transaction is additionally covered by the "American Express SafeKey" authentication service. We also use the 3DSECURE security system. 3.5% transaction fees will be applied with this payment method.
- Bank transfer. If you choose payment by bank transfer during the validation of your order, you will receive by email our bank information to make the transfer.Your product will be shipped within 24/48h after receipt of your transfer (for watches in stock).
- Cash : You can pay in cash in our showroom.

Is it possible to sell my watch to finance my purchase ?

Yes but it will depend on the brand, the model and the condition of the watch. If all these criteria are met, our expert team will make you an offer. Please complete the form in the corresponding section.

DELIVERY 

What are the delivery times ?

All orders (watches in stock) are shipped within 24/48h after receipt of payment. For orders placed on weekends or during holidays, they will be processed the first day worked next. The delivery time is between 24-48h depending on the destination.

For watches "On order", the approximate time is between 4 and 8 weeks.

What is the cost of delivery ?

European Union: For a purchase under 50'000 €, Cost: 50 € For a purchase over 50'000 €, Cost : 1% of the value of the rest of the world watch.

For a purchase of less than 50'000 €, Cost : 150€ For a purchase over 50'000€ Cost: 1% of the value of the watch

Is my package insured ?

Our shipping costs include insurance that covers 100% of the value of the watch since the departure of our warehouse to your address.

AFTER ORDER 

Are delivery times guaranteed ?

Delivery times are 24/48H after shipment and are indicative. Therefore, exceeding these can not be a reason for withdrawal, commercial gesture or request for damages and interest.

How to track the progress of my order ?

The tracking of your package is available on your customer area the day after shipping. If it does not appear after this time, please contact our customer service.

Is it possible to change the address before delivery ?

This may be possible before the package is shipped by contacting customer service. Once the package has been shipped, you will need to contact the carrier directly.

What happens if I am absent during delivery ?

The carrier will leave a note so that you can recontact it to make a new appointment for delivery. You must contact the carrier with your tracking number.

My order still has not arrived, what should I do ?

If the delivery time is exceeded, please inform us so that we get in touch with the carrier as soon as possible.

RETURN 

If the watch does not suit me, do I have a right of withdrawal ?

If the product received does not suit you, you have 14 days of receipt to retract. This right of return does not apply to watches "On order" as well as to purchases made within our showroom.

What is the return and refund procedure ?

1)Make a request for return by email to info@mallofthewatch.com.
2)After validation by our customer service, please return the watch in the same condition as you received: never worn with its complete set (box, warranty card, booklet, stickers ...)
3)You are free to choose the carrier of your choice. We recommend the use of a delivery service with delivery tracking, a delivery receipt and insurance.
4)Once your returned product received, and after verification, you will receive a confirmation email for the reimbursement of the cost of the watch (within 3 days).

If the product is not good or incomplete, what happens ?

In case of defective product (incomplete product or error of reference), we will organize the return product with our carrier.

WARRANTY

By buying at MOW, do I have a warranty from the manufacturer ?

All watches that we sell are delivered with a warranty. The warranty can be from the manufacturer or the MOW one. This fact is clearly stated in the product description. 

MANUFACTURER WARRANTY: The watch is supplied with the original manufacturer's warranty, stamped from an authorized Dealer. This international warranty is therefore valid with any retailer even if you did not buy the watch from them. Its validity varies according to the conditions proposed by the manufacturer: from 2 to 5 years.

Collectors and watch lovers know that even when the warranty period has expired, the original document always has an additional value for the watch.

WARRANTY MOW 12 MONTHS: If the watch does not have its manufacturer's warranty (old model, lost by the previous customer, etc...) we will provide a 12 months warranty which is an additional value un case of mechanical issue. This warranty is only valid at our shop.

What are the elements that are not included in the warranty ?

The warranty does not cover :
- Damage due to wear (crown, bezel, case, glass, bracelet, screw, clasp ...)
- Damage resulting from the non respect of the manufacturer's information on the water resistance. (depth, screwing the crown)
- Damage due to physical shock.
- Loss of stone / diamond on the outside of the watch
- Attempts to repair by third parties