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Buying a Watch on Montro

How do I buy a watch on Montro?
Unlike other platforms, Montro puts you in direct contact with sellers to discuss and complete a sale. Once you’ve found a watch you’d like to buy press the "Buy" button. 
 
Depending on whether the seller accepts payments through Montro, you can finish the purchase online. If the seller does not accept payments through Montro, fill in the contact form and they’ll be in touch to discuss the next steps for purchasing the watch.
Can I see the watch in person?
Yes! Simply use the contact button on the watch listing you’re interested in and arrange an appointment to view at your nearest location.
Are the images of the actual watch I’m buying?
They certainly are. All product images on a listing page are of the actual watch you would be getting. Please note that accompanying editorial, lifestyle images and video content will be of a similar watch and not the one listed for sale.
Is everything on Montro in stock and available to buy?
Our search engine prioritises watches that are in stock with our sellers. If you can see an “In Stock” icon on the listing you are viewing, the watch is available to purchase right away.
How do I know the watch I want is authentic?
Montro has a zero-tolerance policy on counterfeit watches. We take great care to select only established and respected retailers from the watch industry. All of our sellers have a wealth of experience selling pre-owned watches and select only the finest examples for their stock. What’s more, many of our retailers are brand-accredited, meaning they are authorised by the watch manufacturers themselves to sell their timepieces.
What does "Certificate of authenticity" mean?
A certificate of authenticity refers to the original manufacturers' warranty card or document. It will show the reference number of the watch model, the unique serial number and often the retail location where the watch was originally sold. A watch that has this document is often referred to as having "papers".  
 
 You should be aware that a product sent to the manufacturer for maintenance is still an original, authentic watch, even if components have been exchanged. Quite often it is impossible to trace all repairs (e.g. each exchanged component and its originality or the use of an identical component from another manufacturer, such as screws) in a watch when appraising the clockwork mechanism. Therefore, the replacement of elements does not impair the originality of the product
The watch I want is out of stock, can you get one for me?
Yes we can! If you’ve come across a listing for a watch that isn’t currently available, simply click the “Find Me One” button. We’ll send out an alert to our network of sellers, who’ll try their best to find one for you. If there’s a watch that isn’t on Montro at all, send us a message and we’ll track it down for you.

Payments

What payment methods do you accept?
For listings that support online payments we accept iDEAL and major credit cards (VISA, Mastercard and AMEX). 
 
Payment methods for listings that don't support online payments will depend on what the related seller accepts. Please contact the retailer of the watch you are interested in for further information.
What credit cards does Montro accept?
Currently Montro accepts VISA, Mastercard and AMEX credit cards issued in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

Shipping & Returns

How do I get my watch?
The retailer offering the watch for sale will arrange fully insured express shipping once you’ve completed a transaction. Alternatively, you can arrange in-person collection of your new watch if you can’t wait that long!
Is shipping free?
All of our sellers offer free, fully insured express shipping throughout mainland Europe. Fees may apply for other territories - please contact the retailer directly for further information.
Can I pick-up the watch in the store instead of shipping it to my address?
Yes you can. Just contact the seller prior to purchasing the watch on Montro to arrange a date and location. 
Is it possible to ship the watch to a pick-up point?
No. Due to the high value of the items listed on Montro, it is not possible to ship a watch to a pick-up point or PO box.
I don’t live in The Netherlands, can I still buy a watch on Montro?
Yes you can! Our sellers can ship watches anywhere in the world - simply get in touch with them to discuss your requirements.
Will there be customs and duty fees on my purchase?
If you’re purchasing a watch from outside the EEC, you may incur customs and duty fees. These are determined by individual countries’ governments and can not be estimated by either Montro or our sellers.
Is my package insured in transit?
Yes, any purchase you make on Montro will be fully insured whilst in transit.
How do I cancel my order before it has been shipped?
If you have changed your mind and want to cancel your order you should contact the seller as soon as possible. You can find the contact details via the email that you received immediately after the purchase, or via your order history. Montro will be notified of your cancellation request and will be on hand to mediate any disputes.

If the watch has not been shipped yet you will be refunded within 14 business days. If the watch has already been shipped you will need to wait to receive it and then initiate a return. For more information about returning a watch please read the Shipping & Returns section below.
Can I return my watch?
To return your watch bought from a seller within the return period, you can use the return link provided in the order confirmation. You can also send an email to the seller of the watch (the seller’s email address can be found on the invoice). Please inform the seller which watch you would like to return, the order number and the name of the seller.

After you informed the seller you would like to return your watch, you will be contacted to arrange the return. Provided the seller received the watch back, you will be refunded within 14 days after you informed the seller of your return of the watch.

Return period:
You have 14 days after the day the watch has been delivered to you to inform us that you would like to return your watch (if the last day of this period falls on a weekend or a public holiday, the return period will be extended until the next working day).

What to keep in mind:
Please do not remove any protective film and return the watch in the original packaging, with all delivered accessories and documentation.

Montro’s refund guarantee:
If you make use of your right to return your watch within the return period, Montro guarantees you will be refunded. 

You can read the full return/withdrawal conditions and the model withdrawal form here.
Who pays return shipping costs?
When returning a watch to the seller, we estimate the costs for insured shipment at approximately 30 EUR.

Warranty & Disputes

What does the seller warranty cover?
The warranty period is 1 year starting from the date of delivery, unless the offer of the seller refers to a longer period. If your watch malfunctions within this period, the seller must repair the watch for you at no cost to you. 

Excluded from the warranty are the following circumstances: Internal or external damage caused by accidents, mishandling, abusive treatment of the watch or unscrewing of the crown. Modifications, maintenance, attempted repairs, or tampering with the watch by parties who are not an authorized dealer of the brand of your watch will also render your warranty void.
What legal warranty am I entitled to?
Under consumer laws in the EU, products purchased by consumers must comply with the promise of what the consumer could reasonably expect. If not, the consumer may assume that the products are entitled to a free of charge repair and, depending on the circumstances, may be entitled to a replacement, discount or refund by the seller. If the seller does not solve the defect properly or is taking too long, the consumer may dissolve the agreement. 

The seller warranty provided by the seller is without prejudice to this ‘legal warranty’. Should your watch be in non-conformity you can choose to make a claim under the warranty and/or, when you live in an EU member state, the legal warranty. Please contact the seller of your watch.
I have a complaint, where can I sent this?
If any part of your Montro experience was off or didn’t meet your expectations, we want to make it right. Please email your comments to info@montro.com and we will get back to you as soon as possible. 
For issues with sales or trades, please contact the seller and resolve it directly with them first. In the unlikely event of the seller being unresponsive, please contact us on the email address above. 

If you are a consumer and are not happy with how your complaint was handled, you may get in contact with the Online Dispute Resolution platform of the European Commission.

Our sellers

Who are the sellers on Montro?
We believe that the process of buying a watch should be as enjoyable as wearing it. Too many platforms hide where their watches come from and reduce your purchasing experience to a faceless, robotic transaction. 

On Montro, you buy from selected businesses run by people who love watches and love sharing that passion with others. Our sellers are amongst the best, most respected sellers in the pre-owned watch industry. We chose them for their experience in luxury watch sales and their dedication to providing the highest level of service.
How do you choose your sellers?
In order to trade on Montro, our sellers need to meet the following criteria. Have been in business for a minimum of 5 years. Sell only well cared for, authentic pre-owned watches checked against criminal databases. Offer a minimum warranty period of 12 months on all watches. Provide free shipping and hassle-free return policy. Offer brand-accredited servicing and repairs.
I’m a watch retailer, how do I start selling with Montro?
Thanks for thinking of us! Please shoot us a message and a member of our team will be in touch shortly.

Become a seller

General

What do you do with my personal information?
Montro treats your personal data with the care it deserves and we’re fully compliant with GDPR regulations. Click here to read our privacy policy.
I can’t access my account, how do I get it back?
If you’ve forgotten your password, simply click the ‘forgot password’ button on the sign in screen. If you’re still having trouble, drop our help team an email at help@montro.com
How do I contact a seller?
To contact one of our sellers, you first need to sign up for a Montro account. Once you’ve done that, either use the contact button on a watch listing, or head to their profile page. If you want to contact a seller you’ve previously spoken with, you can also find their details in the history tab of your account page.
How do I contact someone at Montro?
Please email help@montro.com and a member of our team will be happy to answer your questions.

Still have some questions?

We're here to help, drop us an email

at help@montro.com.

Contact Montro