Frequently Asked Questions

We are here to help

PLACING ORDERS

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?

We offer a free delivery for orders above CHF 60. For any order below CHF 60 a shipping fee of CHF 6 will apply.

Do you ship internationally?

Purchases made through www.mondaine.ch only ship to customers located within Switzerland.  

How quickly will my order ship?

The items are sent to the delivery address provided with your order. The delivery is made within 1 to 3 business days after the date of the order, unless something different was expressly agreed at the time the order was submitted.

If we are not able to ship the items you ordered within 30 days of the order date confirmed by us, you can cancel your order free of change have the right to a full refund. For subscription models/pre-orders, the waiting period may be longer than that given in our General Terms and conditions. At the moment the item is received, you are obligated to check the shipment for completeness and correctness. Missing, broken or damaged products must be reported to us in writing immediately after delivery.

Can I cancel or modify my order?

Due to the short time between order processing and dispatch, we are unfortunately unable to cancel or modify your order details once an order has been placed.

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 email within 14 business days of receiving the item. 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.

DELIVERY

What are the delivery terms and conditions?

Our delivery time is 1 to 3 business days after the date of the order, unless something different was expressly agreed at the time the order was submitted.

If we are not able to ship the items you ordered within 30 days of the order date confirmed by us, you can cancel your order free of change have the right to a full refund. For subscription models/pre-orders, the waiting period may be longer than that given in our General Terms and conditions. The moment the item is received, you are obligated to check the shipment for completeness and correctness. Missing, broken or damaged products must be reported to us in writing immediately after delivery.

Once your parcel has been handed over to one of our logistics partners, you will receive your order's tracking number along with the delivery confirmation via email. This will allow you to check the status of your delivery online using the courier's tracking portal.

Do I have to pay for delivery?

We offer a free delivery for orders above CHF 60. For any order below CHF 60 a shipping fee of CHF 6 will apply.

What do I do, if I did not receive my order but my tracking status shows it as delivered?

Please note we do not refund or replace items that are tracked as being delivered. For this reason, we highly recommend that you get the items delivered to a secure address.

The shipping company will have the status shown as delivered once the package was delivered to the address provided. If the order is marked as delivered but you haven’t received it we suggest to check your letterbox as well with your neighbors

PAYMENT

Can I pay by credit card?

We accept Visa, MasterCard, American Express, Discover and Diners Club credit cards. The payment must be made prior to the delivery of the products.

Your credit card will be charged the full amount owed shortly prior to the shipment of the products. We are permitted to delay delivery of the products until the full payment has been received.

Your credit card information is SSL-encrypted. These high security standards allow you to buy at Mondaine securely using your credit card.

You don’t need any special software on your computer for this. You will be automatically taken through to the payment process on your bank's website. Please follow the steps indicated to complete your order.

Can I pay through PayPal?

You can also pay securely and easily via PayPal. You will be redirected directly to PayPal at the end of the ordering process.

If you are already a PayPal customer, you can log in to your account there with your user details and make the payment. If you don't already have a PayPal account, you can log in as a guest or open a PayPal account and then complete the payment.

Payment will usually be registered within a few minutes and your order will be instantly processed.

RETURNS

How do I return or exchange my watch?

As a customer, you have the right to cancel your purchase by creating an online return. You have 14 days after receiving your order to create your return on our website by cliking on RETURN – Mondaine CH. The cancellation period begins on the day the order is received by the recipient.

All returns must be submitted successfully online. To submit your return please visit: https://ch.mondaine.com/en/pages/ruecksendungen1. The customer bears the cost of the return of item(s) and bears the burden of proof.

If you have canceled your purchase, you must return or hand over the item(s) (including any other item(s) which you want to return. Partial refunds are possible) immediately, undamaged and together with the receipt, within 14 days at the latest from the day on which you notified us by completing the online return process. The deadline has been observed if you have sent the item(s) before the end of the 14 days period. If you cancel your purchase in accordance with the present conditions and return the item(s), we will refund to you the price paid within 14 days from the day on which we receive the returned item(s) and by the same means which you used to pay. If the item(s) which were submitted for return are not received complete (i.e. missing parts), or if the watch is not in its original condition (i.e. it was used or damaged beyond what was necessary to check its quality or functionality), we have the right to deduct the cost of the missing item(s) or the replacement of the damaged parts from the reimbursement.

The right of cancelling your purchase does not apply to any purchases of goods which are pre-fabricated or manufactured of which includes a significant individual selection or determination by the buyer or which has been clearly adapted to the personal needs of the buyer (i.e. personalization of the purchased product).

WARRANTY

What does the Mondaine warranty cover?

All Mondaine watches have been carefully checked and are in perfect working condition. It is warranted, by the company shown on the back of the certificate, for a period of two years from the date of purchase.
Every wristwatch has been tested for water-resistance, which is covered under the warranty provided that it has not been subjected to any improper handling or accident and the glass, crown and push button(s) have not been damaged.

The warranty covers 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.
In case of any malfunction during the warranty period, your watch will be repaired free of charge on presentation of the guarantee certificate, fully completed and signed by the authorized Mondaine retailer, showing the model number of the watch.

Should your watch need service, please contact the authorized service center below:

Service Center Schweiz:

Mondaine Service Center
Hunnenweg 4
4503 Solothurn

Telefon: +41 586 668668
Email: repair.service@mondaine.ch

SERVICE & REPAIR

Where can I send my watch for service?

Please send your watch to our licensed service center in Switzerland:

Service Center Schweiz:

Mondaine Service Center
Hunnenweg 4
4503 Solothurn

Telefon: +41 586 668668
Email: repair.service@mondaine.ch

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.

MORE

Where can I download an instruction manual for my watch?

You can download an instruction manual within our Product Manual section.

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.

What is the lifetime of my leather strap?

The average estimated lifetime for a leather strap is 6 – 8 months. The leather strap’s lifetime depends highly on how it is used. Leather is a natural material that wears off if it frequently comes in contact with water, cosmetics, etc. Therefore it is advised to remove the watch when taking a bath/showering and to regularly change the strap for hygiene reasons. Making proper use of the watch and taking care of it you can ensure that your Mondaine watch will be in good condition for as long as possible. Following circumstances may shorten the lifespan of straps:

  • Use in water
  • Use in sauna
  • Warm and humid climate
  • Pollution
  • Chemicals like perfume, sun cream, body lotion, sweat, etc.
  • UV radiation
  • Mechanical abrasion
  • Wearing the watch 24/7

Like all leather objects, a leather strap needs to be carefully maintained to ensure a long life and appearance. Protect leather straps from water, perspiration, damp, grease, perfume, cosmetics or chemicals, and avoid excessive exposure to the sun. For hygienic reasons, it is highly recommended to take your watch off before bedtime. It will extend the lifespan of leather straps. It also helps to reduce allergic reactions to a sensitive skin.

Can I wear my Mondaine watch if I am allergic to Nickel?

The materials used by Mondaine are subjected to thorough and careful tests in order to avoid the cause of any kind of allergies and meet the watch industry standards. Stainless steel, the material the Mondaine watch cases are made from, contains very small amounts of nickel. Yet as the cases are produced under the 316L EU standards, it is highly unlikely that the amount of nickel contained in the case, which is very low, may cause an allergic reaction. People allergic to nickel should avoid prolonged skin contact with stainless steel.

What does water resistant mean?

Mondaine watches are built and tested to 30 meters water resistance, as indicated on the case back. The water resistance rating of a watch does not take into account the ability of the watch to STAY water resistant as it ages. Therefore, the water resistance of a watch cannot permanently be guaranteed. It may be affected by aging of gaskets or by accidental shock to the crown or pusher. Do not under any circumstances open the watch by yourself.
Make sure not to activate the time setting crown and/or pushers while the watch is under water and make sure that the crown has been pushed in.

What is the accuracy of my Mondaine watch?

Mechanical movement:
The accuracy of the watch depends on the movement and on the individual habits of the wearer and can therefore vary. The average precision tolerances are 30 seconds per day.
Quartz movement:
External influences may affect the precision of quartz movements, which can lead to variations of between -0.5 and +0.7 seconds per day.

What does SBB CFF FFS mean?

SBB is the short name for Swiss Federal Railways:
Schweizerische Bundes Bahnen (German)
Chemin de Fer Fédéraux Suisse (French)
Ferrovie Federali Svizzere (Italian)

STILL HAVE ANY QUESTIONS?

w@mondaine.ch