FAQ

How will I receive an order confirmation and tracking number?
You will be notified by e-mail with your order confirmation and tracking number once your order has shipped. Please check your email spam folder if you do not see it in your regular inbox.

What are the shipping rates?
All orders ship FREE to the contiguous United States using UPS Ground Shipping. Expedited shipping is available for an additional charge. Expedited shipping rates will be calculated upon checkout depending on your shipping location.

Do you ship internationally? 
Purchases made through www.mondaine-usa.com only ship to customers located within the United States, including U.S. Territory and Puerto Rico, and Canada.

How quickly will my order ship? 
Orders received by 12 p.m. EST Monday through Friday will be shipped within the same day. Orders received on the weekend will ship the following business day. All orders are shipped via UPS ground shipping unless expedited shipping was requested for an additional charge.

How do I change or cancel my order? 
You can contact our customer service by phone at (917) 522-3421 or by using the contact form here as soon as possible to change or cancel your order. In the likelihood that your order has already shipped, we offer free return shipping.

Returns or Exchanges

What do I do if I receive the wrong item or a defective item?
If you have received the wrong item or a defective item, please contact our customer service by phone at (917) 522-3421 or by using our contact form here within 5 business days of receiving the watch. We will work with you to switch or replace the product you received. 

Mondaine will not accept responsibility for returns/exchanges lost or stolen in transit to our Return Center, so please ship insured and track your package. 

How do I return or exchange my watch? 
Mondaine accepts FREE returns made through www.mondaine-usa.com within 30 days of receiving your watch. Follow these steps to return your watch:

1. Contact our customer service by phone at (917) 522-3421 or by using our contact form here. We will email you a prepaid shipping return label.
2. Carefully package the watch in a secure shipping box to prevent damage in transit. Include a copy of your order receipt.
3. Attach the prepaid return label to the outside of the package and drop it off at a local UPS Shipping Center.

The watch must be returned unused and in original condition with all original packaging and no signs of wear.

Once we receive your package, we will send an email confirming that your package has been received. You will receive another email once your refund has been processed.

Warranty

Where can I download an instruction manual for my watch?
You can download an instruction manual within our Support section or directly from the product page for your timepiece by clicking on the link for ‘Service Manual.’

How long is the lifetime of my watch battery?
A battery life varies usually from 2 to 3 years depending on the type of watch, its dimensions and the amount of energy required by the different functions. For instance, a chronograph will have a higher energy consumption than a watch indicating the hours and minutes only. 

Some Mondaine watches feature a power preserve indicator: Once the second-hand starts moving in 4-seconds intervals, it is time to have the battery replaced by a qualified watchmaker.

How frequently should my Mondaine be serviced?
Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work perfectly. We cannot indicate the intervals for such servicing, given that it depends entirely on the model, climate and the care taken by the watch’s owner. As a general rule, it is between 3 and 4 years, depending on the usage of the watch.

What is the lifetime of my leather strap?
Depending on use, the lifetime is from 6-12 months.

What does the Mondaine warranty cover?
Any malfunction in materials and workmanship during the warranty period of your watch will be repaired free of charge with the presentation of the warranty certificate and timepiece. Any damage resulting from inappropriate use is excluded from the warranty, as is the battery, crystal, and wear to the case and strap or bracelet.

PAYCHIP INFORMATION

Pay with a Mondaine PayChip
You confirm amounts above the 40.- CHF limit with a PIN on the ATM. The PIN is the same PIN you use for your credit card.

Safety & costs
A payment with your Mondaine PayChip is as secure as paying with your current credit card. In addition, you can easily block the Paywatch. The payment service is made possible by Fidesmo Pay and meets all requirements for secure payments.

Order process
If you've picked the watch you'd like to order, you can add this item to "your cart." If you would like to continue shopping, you can always find the shopping basket in the upper right corner. When you click on store basket view, you will see an overview of your order. Here you also get the option to adjust the order or add a discount code.

If you would like to order a Mondaine PayChip in our webshop, you are limited to ordering one watch per order. You can combine the Mondaine PayChip with the standard Mondaine collection. The registration process takes place via Fidesmo where you can register your Mondaine PayChip.

Card number of your credit card
During the purchase process, you register the watch with your personal card number of your Cembra Money Bank account.

Delivery
The package is delivered via DHL/Post. If you have gone through all the options, please read our terms and conditions carefully and check the box if you agree.

Once we have received the payment, you will receive an email confirming that the payment has been accepted and an email with the invoice where you can find the details of the order.

Once we have sent the order to you, you will receive an email with a track & trace code so that you can follow the order.

Return
Return the package to us within 14 days of withdrawal. As a customer, you are responsible for properly packaging your return for good protection during transport.

Pack the item, add the return form and make sure that the items cannot move freely in the package, so as to avoid damage during transport. Don't forget to mention the order number!

Send your return package, including the completed return form, to the address below:

MONDAINE SERVICE CENTER
Hunnenweg 4

When you return to a post office, you will receive a shipping receipt. Keep this receipt well.

Is your Mondaine PayChip damaged and you wish to return it? Then make sure the watch is deactivated.

Activate/Deactivate
Once you have received the Mondaine PayChip, you can activate the payment method. You will find an activation manual within the packaging which guides you thorugh the process. After scanning the QR code and downloading the Fidesmo App you will be able to activate your Chip.

Once the Mondaine PayChip is activated, you can easily block and unblock the payment feature.

Customer Service
If you have any other questions or technical problems please contact the Fidesmo customer service: support@fidesmo.com