FAQ

Frequently Asked Questions

1. Orders & Account

Q1. Do I need an account to place an order?
No, you can checkout as a guest. However, creating an Aurelmont account allows you to easily view your order history, track your shipment and request returns directly from your My Orders page.

Q2. Can I change or cancel my order after placing it?
We start processing orders very quickly (usually within 1 business day), so changes are not always possible. If you need to update or cancel your order, please contact us as soon as possible with your order number. If the order has not yet been shipped, we will do our best to assist you.

Q3. I didn’t receive my order confirmation email. What should I do?
Please first check your spam/junk folder. If you still can’t find it, contact our support with your full name and the email used at checkout and we will resend your confirmation.

2. Shipping & Delivery

Q4. Which countries do you ship to?
We offer worldwide shipping to most countries. If your country is available at checkout, we can ship to you.

Q5. How much is shipping?

  • Free shipping on orders of €50 or more

  • €5 flat rate on orders below €50

The exact shipping options and prices will be shown at checkout before you confirm your order.

Q6. How long does delivery take?
Orders are processed and dispatched within 1 business day.
Estimated delivery time is 7–12 business days, depending on your destination and local postal services.

Q7. Will I receive a tracking number?
Yes. As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking link so you can follow your timepiece on its journey.

Q8. Will I have to pay customs or import fees?
For some countries, local customs duties, VAT or import taxes may apply once the parcel reaches your country. These charges are not included in our prices or shipping fees and are the responsibility of the customer. Please check your local regulations for more details.

3. Payments & Security

Q9. Which payment methods do you accept?
We accept a wide range of secure payment methods, including:

  • Credit & debit cards: Visa, Mastercard, American Express

  • Digital wallets: Apple Pay, Google Pay

  • Local & alternative methods: Multibanco, Bancontact, UnionPay

  • Online payments: PayPal

  • Buy now, pay later: Klarna (where available)

Available options may vary by country and are shown at checkout.

Q10. Is your checkout safe and secure?
Yes. Our checkout uses SSL/TLS encryption to protect your data. Payments are processed by trusted, PCI-compliant providers, and we do not store your full card details on our servers. Your personal information is used only to process your order and support your Aurelmont experience.

Q11. How does “Buy now, pay later” with Klarna work?
At checkout, select Klarna (if available in your country). You’ll be able to choose one of Klarna’s payment options, such as paying later in full or splitting the amount into instalments. Klarna performs a quick eligibility check, and once approved your order is confirmed immediately while you pay Klarna according to the schedule you selected.

Q12. Are there extra fees or interest with Klarna?
As long as you follow Klarna’s payment schedule and pay on time, you typically won’t be charged extra interest or fees. Any costs, terms or conditions are defined directly by Klarna and shown to you before you confirm the payment.

4. Returns & Refunds

Q13. What is your returns policy?
If your order isn’t quite right, you can request a return of eligible items within our returns period (as described in our Returns & Refunds Policy). Items must be unused, in original condition and with all packaging, tags and protective films intact.

Q14. How do I request a return?
Returns are managed through your Aurelmont account:

  1. Log in to your Aurelmont account.

  2. Go to “My Orders” and select the order you wish to return.

  3. Click “Request a return” and follow the instructions.

  4. Pack your timepiece carefully and send it to the provided return address.

You will receive email updates as your return is processed.

Q15. Who pays for return shipping?
Return shipping costs depend on your location and the reason for the return. In most cases, customers are responsible for the cost of sending the item back, unless the product is faulty or we made an error. Full details are available in our Returns & Refunds Policy.

Q16. How long do refunds take?
Once your returned watch is received and inspected, your refund is usually processed within 3–7 business days back to your original payment method. Your bank, card issuer or payment provider may take a little extra time to make the funds visible in your account.

Q17. Can I exchange a product instead of a refund?
In many cases, we can help you with an exchange for another model or edition, subject to stock availability. Please contact our support team with your order number and what you’d like to exchange for, and we’ll guide you through the process.

5. Product Information & Care

Q18. Are Aurelmont watches genuine and new?
Yes. Every Aurelmont timepiece is brand new, unused and carefully checked for quality before shipping.

Q19. Where can I find specifications for each watch?
You’ll find detailed specifications on each product page, including case material, movement type, dimensions and strap details. If you need more information, feel free to contact us.

Q20. Are the watches water resistant?
Water resistance levels can vary between models. Please check the “Specifications” section on each product page for the exact water resistance rating and recommended use.

Q21. Can I adjust or change the strap?
Many Aurelmont watches use standard lug sizes, allowing the strap to be adjusted or replaced. For sizing, we recommend visiting a local watch shop or jeweller to remove or add links and ensure a perfect fit.

Q22. Do the product photos reflect the actual watch?
Yes, all images are designed to represent the product as accurately as possible. However, slight differences in colour may occur due to lighting conditions and screen settings. We often show several angles so you can better understand how the watch looks on the wrist.

6. Warranty & Support

Q23. Do Aurelmont watches come with a warranty?
Yes. All Aurelmont timepieces are covered against manufacturing defects under our warranty terms. Details about the warranty period and coverage are described in our Warranty or Returns & Refunds sections. If you experience an issue, contact us with your order number and a description of the problem.

Q24. What should I do if my watch arrives damaged or faulty?
If your watch arrives damaged, faulty or not as described, please contact us within a few days of delivery with photos and your order number. Our team will review the case and help you with a replacement, repair or refund according to our policy.

Q25. How can I contact Aurelmont customer support?
You can reach us via our Contact Us page on the website & our email, info@aurelmontofficial.com. Or by replying to any order-related email you receive. Please include your order number (if applicable) so we can assist you as quickly as possible.

How can we help you?