Faq

How can we help?

How do I buy a watch on Montro?

Unlike other platforms, Montro puts you in direct contact with our retail partners to discuss and complete a sale. Once you’ve found a watch you’d like to buy, start a conversation with the retailer by clicking the enquire button. They’ll be in touch to discuss your interest in the watch and from there you can book a viewing appointment, make payment and arrange shipping. We’ll contact you a few days later to check you’re enjoying your new watch and make sure your Montro experience was a good one.

What payment methods do you accept?

Montro does not take payments for transactions. Instead we leave that to our Retail Partners to give both you and them flexibility. As a general rule, most major credit and debit cards are accepted as well as wire transfers. Please contact the retailer of the watch you are interested in for further information.

What currencies can I pay with?

At this stage of our evolution, all of our Retail Partners are located in Europe and only accept payments in Euro.

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.

Who takes my payment?

The retail partner offering the watch takes full payment and the payment method is left to you and the retailer to agree upon.

Is my payment protected?

Montro is unable to offer payment protection at this time, however all of our retail partners undergo a strict vetting process in order to trade on our platform. We also regularly review their performance to ensure they continue to meet our high standards.

Is everything on Montro in stock and available to buy?

Our search engine prioritises watches that are in stock with our retail partners. If you can see an “In Stock” icon on the listing you are viewing, the watch is available to purchase right away.

What warranties or guarantees do I get?

Every Montro Retail Partner offers a minimum warranty of 12 months on every watch they sell and have access to brand accredited service centres in the event of a problem with your watch.

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 retail partners 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.

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 and we’ll send out an alert to our network of retail partners, who’ll try their best to find one for you. If there’s a watch that isn’t on Montro at all, drop us a message and we’ll track it down for you.

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 retail partners offer free, fully insured express shipping to anywhere in mainland Europe. Some fees may apply for other territories - please contact the retailer directly for further information.

I don’t live in The Netherlands, can I still buy a watch on Montro?

Yes you can! Our retail partners 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 retail partners.

Is my package insured in transit?

Yes, any purchase you make on Montro will be fully insured whilst in transit.

Can I return my watch?

All of our retail partners accept returns on your purchase within 30 days of the purchase date. Simply contact the retailer via your account to arrange a return. Please note that the watch must be received in the condition it was sent in order for a return to be processed. If any damages sustained to the watch may be deducted from from the refund total.

Who pays return shipping costs?

Return shipping costs are the responsibility of you, the customer. However in the unlikely event of you receiving a faulty or damaged watch, the retailer will cover the cost of return shipping.

Can I collect the watch in person?

Yes. All of our retail partners have a physical retail store or showroom for you to view a watch you’re interested in, or collect a purchase. Please contact them directly to arrange a visit.

What is a Montro Retail Partner?

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 business run by people who love watches and love sharing that with others. Our Retail Partners are amongst the best, most respected sellers of pre-owned watches in the industry and are chosen for their experience in luxury watch sales and dedication to providing the highest levels of customer service.

How do you choose your Retail Partners?

In order to trade on Montro, our retail partners 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 returns. Offer brand-accredited servicing and repairs.

I’m a watch retailer, how do I start selling with Montro?

Thanks for thinking of us! Please email us and a member of our team will be in touch shortly.

Why do I need a Montro account?

As well as connecting you to the best retailers selling the best in pre-owned and vintage watches, your Montro account lets you save your favourite watches, track the performance of your collection and request hard-to-find timepieces from our network of trusted retailers.

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 Montro Retail Partner?

To contact one of our retail partners, 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 retailer page. If you want to contact a retailer 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.