FAQs

SHOPPING


  • When you have chosen a watch, click on the “Buy” button to proceed with the purchase process.
  • Shortly after submitting your order, you will receive a confirmation email containing your order number. If applicable, there will also be information regarding the payment details and the next steps.
  • Our customer success team will also contact you by phone or email to confirm your details and check if any further assistance is required (bracelet adjustment, gift wrapping, etc,).
  • It depends on the model, brand and the specific piece, but individual prices are negotiable.
  • Please use the ‘SUGGEST PRICE’ button to make an offer, our customer success team will review your offer in 24/48h and contact you.
  • Please be aware, significantly low offers will be automatically rejected.
  • We currently only offer bank transfer as a payment method. Bank transfer allows us to offer some of the best prices on the market.
  • We offer different bank accounts in multiple currencies to avoid currency exchange fees for customers and Chronoexpert
    • EURO account - Bankinter S.A
    • USD - Transferwise account
    • AUD - Transferwise account
  • Payments to Transferwise accounts are, on average, registered in less than 3 hours.
  • Payments to our regular Bankinter account may take 24h - 4 days for the payment to arrive. .
    • Your watch will be reserved for you during this period (up to a maximum of 7 days) and shipped immediately after payment clears.
  • To speed up the process, please send us a proof of payment.
  • Yes, of course, you can also order goods via phone. Please contact our customer success team on +44 20 3514 4601
  • We are available Mon-Thu 9 am – 6:30 pm, Fri 9 am – 2:30 pm.
  • Other payment methods are not available at the moment but will be enabled shortly
  • Our supplier network is located worldwide. We cannot ensure the LC or country code in all cases. However, please do enquire!
  • Specific watches have a market value higher than the retail price. That depends on demand, but we try to source watches at the best possible prices
  • We include all additional links and, in general, watches fit an average wrist. Additional links and straps can be purchased if needed

SHIPPING


  • Yes, Chronoexpert provides 100% free shipping to all EU countries. Prices are inclusive of VAT.
  • All products are shipped from our HQ in the EU (Spain - Bilbao).
  • However, you may face additional import/custom fees for deliveries to non-EU countries
  • No. No customs duties or additional taxes are to be paid when buying from inside the European Union
  • All products are shipped from our HQ in the EU (Spain - Bilbao)
  • We will send you your tracking number when it is available. DHL is our shipping provider, please check your tracking number here. https://www.dhl.com/en/express/tracking/monitor_shipments.html
  • Chronoexpert also ships outside the EU. However, you may face additional country-specific custom fees.
  • The customer is responsible for any additional charges and they will be in addition to the purchase price.
  • We recommend that you to contact your local customs office for further information.

RETURNS & EXCHANGES


  • Chronoexpert is committed to the complete satisfaction of our customers and the enjoyment of your purchase. We offer a hassle-free, 14-day return policy.
  • If, for any reason, you wish to return or exchange your watch, we will accommodate your request as quickly as possible.
  • If you decide to return the goods, the amount paid will be refunded after inspection by our watch experts using the same means of payment used for the purchase
    • Please, allow ten business days for the refund to be reflected on your original payment method.
  • IMPORTANT
    • Goods must be returned in the exact condition as they were delivered.
    • Goods used or worn during the return period or with scratches are not returnable.
    • We are unable to accept returns for any items that have been personalized or engraved, damaged, or worn.
  • We may have to make a deduction or restocking fee of up to 15% of the purchase price. This reimbursement is for the reduction in value of goods as a result of unnecessary handling by you
    • E.g. Unworn watches with stickers - Removing stickers or using a unworn watch will cause an up to 15% deduction of the return price because of loss of value.
  • The cost of returning the goods is the customer’s responsibility. We recommend using similar shipping used by the company as we are NOT responsible for lost packages
  • Goods used or worn during the return period or with scratches will not be accepted for return. We will apply a deduction or restocking fee at our sole discretion
  • Goods that have been damaged, opened for inspection or with alterations
  • Goods NOT in the exact condition they were delivered:
    • Without original stickers, tags
    • Without original papers, original box
  • Please contact the Chronoexpert customer success team within 14 days. You can do so, for purchases in unused condition from the date of shipment to request a return authorization.
  • Once a return authorization is issued, we will share with you the shipping information so you can proceed.
  • The cost of return postage and packaging will be your responsibility.. Please remember to use a reputable shipping company. For a fast and tracked delivery service use DHL, or Fedex and retain the evidence of postage. Otherwise, returns can be refused.
  • Be sure to include all original contents in your return package, including the watch, boxes, documents, accessories, links, straps, buckles, and authentication papers.
  • Otherwise, returns can be refused.
  • IMPORTANT: Sales out of the European Union are final.

WARRANTY


  • Every watch bought from Chronoexpert comes with a 12-month Chronoexpert mechanical Warranty. That is in addition to the manufacturer’s warranty (If it still applies).
  • Our warranty covers mechanical and movement defects
  • Excluded from the warranty:
    • Damage by external issues or misuse: dropping the watch, impact, shock damage, improper handling, over-winding the watch.
    • Straps, bracelets and closures
    • Pocket watches
    • Quartz movements
    • Water damage unless stated otherwise on the invoice
  • Third-Party performance of service, opening the piece, alterations, repairs, will render this Warranty null and void
  • In the case of a warranty claim, we are your partner for consultation at all times. Our customer success team will help you with the next steps: please call our customer service team or send an email to info@chronoexpert.com

CONTACT & OTHER


  • If you have questions concerning our company, products, the registration process, delivery policies or any other inquiries, our professional watch-loving team will be happy to assist you.
  • We are available by phone, Whatsapp and email. Happy to help!
    • Chronoexpert Customer Service Phone - +44 20 3514 4601.
    • Email - info@chronoexpert.com
  • Working hours: Mon-Thu 9 am – 6:30pm, Fri 9 am – 2:30pm.
  • Chronoexpert is located in Bilbao (Northern Spain) we do not currently provide a retail space or showroom
  • Please first try resetting your password via the ‘Have you forgotten your password’ link. If it doesn't work, please contact us at info@chronoexpert.com