Frequently Asked Questions

Payments

The buyer can choose to pay by bank wire transfer, credit or debit card using Paypal or Stripe secure checkout.

No. We don’t accept cash as payment method under any circumstances.

Your order begins processing at the moment is placed in our website, with or without prior creating a Montrex account. This is as easy as adding a product to the shopping cart and selecting “proceed to checkout”, filling your details and your preferred method of payment. We currently accept payments using Paypal, credit cards or wire transfer. We encourage our customers to create an account to benefit of obtaining their saved details at the moment of checkout, nevertheless, an account will automatically be created if a checkout is performed without having an existing account.


You’ll need to fill your billing and shipping details and a confirmation email will be sent automatically once your order is placed. In the case the billing and shipping details are different, you’ll have the option to specify the corresponding information for each one by selecting the option “Ship to a different address?” on the top right of the form.


For wire transfer payments, once the order is placed, you’ll receive a pro forma invoice with the details of the product and the payment information needed to include in your bank transfer in order to proceed with the purchase. After payment is executed, we recommend you contact us back with payment proof from your bank statement, so we can mark the product as “reserved” during the transit time and avoid selling it online to another customer. After the funds are cleared in our end, you’ll receive a payment confirmation by Email containing your final invoice and the order will be completed.


For all of the cases with offer local pick up or worldwide shipping including a tracking number. The shipping confirmation and information is automatically provided by Email, right after the product(s) leaves our facilities towards your address.


You can see can always consult the status of your order in the dashboard of your account in the user menu of the website. A digital invoice will always be provided to our customers for every completed purchase.

No. We only reserve a watch when full payment is received.

Nevertheless, a down payment can be accepted to put on hold until full payment is made, but if for some reason the watch is no longer available during that window of time, we’ll immediately refund the paid amount and will provide a credit note.

Appointments

Yes. If you’re interested in particular timepiece listed in our stock and would like to see it in person, you can ask for an appointment at least 24 hours in advance prior to your desired time of visiting. You can use our channels of communication to contact us regarding your inquiry of an specific reference, in order to confirm availability and schedule a meeting. Without an appointment is not possible inspect our watches or visit.

The best way is to call us directly with the reference of the product of your interest. We’ll ask you to confirm your personal information in order to register your visit for security clearance, needed to have access at the entrance. You can also send us email with the information and we’ll reply as soon as possible.

Shipping

Your watch will be shipped 100% insured, double sealed, carefully placed inside a box, including protection that will prevent any damage during the transportation. Our shipments are insured by Malca Amit and the transportation is managed by FedEx or DHL.

We ship every order in less than 48 hours and always provide a tracking number to verify the status of the transit and estimated delivery time.

The cost of shipping is already included in the price of each listing for deliveries within the European Union.

For shipping outside the European Union the cost will be calculated depending on the value of your purchase and the country where we have to ship it. Please contact us for a free quotation.

Yes. We offer worldwide shipping. However, we encourage our clients outside the European Union, to contact us in advance for more information about shipping cost to a specific country. We’ll provide a free quotation. In addition, the buyer must acknowledge about import taxes of the country of destination and must be responsible of payment for any additional local charges from customs.

Within Europe it usually takes from 24 to 48 hours after the parcel is shipped. Outside Europe it usually takes around 3-5 working days depending on the destination.

Your shipment is fully insured for loss, damage or theft from the moment when it leaves our door to when it reaches your door and you sign for reception.

Your watch will be shipped within maximum 48 hours from the day we receive your payment during weekdays. If a watch is paid on Friday, it will be shipped on the next working day (Monday) to avoid the weekend transit of the parcel without traveling. It will take 24 to 48 hours to reach you within Europe and 3-5 working days outside of Europe.

Trade

Is a transaction that consist on the purchase of a watch in our stock and providing your watch as part of the payment. You’ll pay the difference of the value upon an agreement on the value of your timepiece for this operation.

The following conditions must be fulfilled:

  • The watch that you’ll provide must be of an inferior value, with some exceptions that must be consulted with our sale’s representative.
  • An evaluation of your timepiece must be performed.
  • We only trade references of the following brands: Rolex; Patek Phillipe; Cartier; Tudor; Lange & Söhne.
  • We’ll only receive your timepiece as part of the payment, for a value under the market average as we need to resale it and that will be in our stock for an indeterminate period of time.

Warranty

Yes. Most of the watches we offer comes with a 1 to 5 years international warranty from the manufacturer, depending on the brand and model.

If warranty from manufacturer is already expired because is a second hand watch more than 5 years old, and the watch has a mechanical issue, not produced by impact, abuse or misuse of the watch, we still offer the legal 14 days return after the reception of your purchase. If you wish to keep your watch, we’ll also provide assistance, guidance or coverage of any repair that is necessary for the correct functionality of your timepiece.

Take the watch you bought from us together with its valid international warranty card and/or booklet to any authorized dealer of the brand around the world. They will be obliged to assist you further.

Returns

In the case that you’re not satisfied or happy with the purchase of your watch, you may revoke your purchase within a time period of 14 days after receiving it. You’ll need to bring or send the watch back to us at your own expense. The full purchase price excluding our shipping cost, will be refunded to you. The item must be in the exact condition it was delivered, for this reason we document by photo/video, every parcel we send, before shipping it.

Contact

If you still have any questions concerning our company, our products, delivery policies or any other inquiries, we will be happy to assist you. By Email ([email protected]) we guarantee an answer within 24 hours. By Phone (+32 484 67 51 58) also available in Whatsapp.

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