FAQ

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?

All orders ship FREE to UK using GLS.

Do you ship internationally? 

Purchases made through www.uk.mondaine.com only ship to customers located within the United Kingdom, not to any other countries.  

How quickly will my order ship? 

The items are sent to the delivery address provided with your order. The delivery is made within 5 to 6 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.

How do I change or cancel my order? 

You can contact our customer service by phone at +41 58 666 88 33 or by using the contact form here as soon as possible to change or cancel your order. 

 

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 email or by using our contact form here 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. 

 

How do I return or exchange my watch? 

As a customer, you have the right to cancel your agreement to the contract in writing (e.g. letter, email, fax), or by sending back the item, without giving reasons within 14 days of receiving the item. The cancellation period begins on the day the item is received by the recipient. The timely sending of the cancellation or the item itself is sufficient to comply with the deadline. The customer bears the cost of the return of the items. The cancellation declaration can be sent by post or email to the following address:

Burton McCall Ltd Warehouse
Watch Dept.
Conqueror House
Hastings Road
Leicester LE5 0HU
United Kingdom

Email: webshop@mondaine.ch

For returned items, the customer bears the burden of proof.

If you have canceled the contract, you must return or hand over the items (including any other items which were included in the shipment) immediately, undamaged and together with the receipt, within fourteen days at the latest from the day on which you notified us of the cancellation. The deadline has been observed if you have sent the items before the end of the fourteen-day period. If you cancel the contract and the return the items, we will refund to you the price paid within 45 business days from the day on which we receive the returned items and by the same means which you used to pay. If not all of the items contained in the shipment are returned, 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 items or the replacement of the damaged parts from the reimbursement.

This right of cancellation does not apply to contracts for the delivery of goods which are not per-fabricated or the manufacture of which includes a significant individual selection or determination by the consumer or which has been clearly adapted to the personal needs of the consumer.

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 batterycrystal, 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 & REPAIR

Where can I send my watch for service?

Please send your watch to our licensed service center in the UK:
Locker, Hull & Thornton Ltd
10 High View Close
Vantage Business Park
Leicester LE4 9LJ
United Kingdom
Phone: +44 1664 420003
Email: mondaine@lockerhullthornton.com 

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)