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 the 48 contiguous United States using UPS Ground Shipping. Expedited shipping is available for an additional charge. Expedited shipping rates will be calculated upon checkout depending on your shipping location.

Do you ship internationally? 
Purchases made through www.mondaine-usa.com only ship to customers located within the United States, Military U.S. Territories, Puerto Rico, and Canada.

How quickly will my order ship? 
Orders received by 2 pm. EST Monday through Friday will be shipped within the same day. Orders received on the weekend will ship the following business day. All orders are shipped via UPS ground shipping unless expedited shipping was requested for an additional charge.

Order Information & Concerns

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes. You can contact our customer service by phone at (917) 522-3421 as soon as possible to change or cancel your order. In the likelihood that your order has already shipped, we offer free return shipping.

Why was my order canceled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent.

 

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 phone at (917) 522-3421 or by using our contact form here within 5 business days of receiving the watch. 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? 
    Mondaine accepts FREE returns made through www.mondaine-usa.com within 30 days of receiving your watch. Follow these steps to return your watch:

      1. Contact our customer service by phone at (917) 522-3421 or by using our contact form here. We will email you a prepaid shipping return label.
      2. Carefully package the watch in a secure shipping box to prevent damage in transit. Include a copy of your order receipt.
      3. Attach the prepaid return label to the outside of the package and drop it off at a local UPS Shipping Center.

      The watch must be returned unused and in original condition with all original packaging and no signs of wear.

      Once we receive your package, we will send an email confirming that your package has been received. You will receive another email once your refund has been processed.

        Warranty

        Where can I download an instruction manual for my watch?
        You can download an instruction manual within our Support section or directly from the product page for your timepiece by clicking on the link for ‘Service Manual.’

        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.

          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.

            What is the lifetime of my leather strap?
            Depending on use, the lifetime is from 6-12 months.

            What does the Mondaine warranty cover?
            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 battery, crystal, and wear to the case and strap or bracelet.

             

            Sales & Wholesale 

            How do I become a MONDAINE retailer? Do you have any authorized resellers?

            Please email us at SALES@LUMONDI.COM for more information on our authorized wholesale retail program within the United States. For a list of our current authorized retailers please visit our Store Locator here

             

            Influencer Partnerships & Collaborations

            I am a Social Media influencer - can I collaborate with you?

            Yes, please email INFO@LUMONDI.COM ,with subject Influencer Partnerships. Be sure to include the following information:

            • Country of origin
            • Your first and last name
            • Telephone number
            • Email address
            • Any links to your social media pages

            Your request will be forwarded directly by our Digital & Social Media Department who will review it and contact you directly at their earliest convenience.