FAQ

FREQUENTLY ASKED QUESTIONS

TRUST

SHIPPING and RETURNS

ORDER and PAYMENT

WARRANTY & SERVICE

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TRUST

Trust is the most important asset in every relationship. If you are already one of our regular customers, you have already placed your trust in us and have certainly not been disappointed.

If you haven't ordered from us before, we would like to invite you to learn more about us beforehand. The best sources for this are:

  • Chrono24We are a registered dealer on Chrono24. Click here to see reviews of Chronofactum. Reviews on Chrono24 are guaranteed to be authentic. https://www.chrono24.de/dealer/checkout-rating.htm?customerId= 27490
  • Clock ForumSearch for "Chronofactum" in the German watch forum. You will find a large number of posts there. https://uhrforum.de/search/7955807/? q=chronofactum&o=relevance
  • FacebookIf you are active on Facebook, ask in the watch groups, for example. https://www.facebook.com/groups/934154740036098/ or https://www.facebook.com/groups/formexwatch/ Based on experiences with Chronofactum, you will certainly receive positive feedback here.

Why aren't we on one of the popular review portals? – Because we don't want to buy a seal of approval or a "service" that isn't tamper-proof and therefore offers no advantages to our customers or us. The reviews on our site are primarily sourced from Chrono24 and partly from direct email feedback from our customers.

  • We are the official representative of all the brands we offer. The watches, straps, and accessories we sell are, of course, exclusively new, original goods without any previous owners (exception: CF Outlet).
  • Most brands publish their authorized dealers on their brand websites. You will find us listed as an official dealer for all brands there.
  • All deliveries include, in addition to the watch, all factory-installed protective films, all associated straps and of course the other original accessories such as box, warranty card or certificate, instruction manual etc., i.e. always the so-called "full set", as if you were buying directly from the manufacturer.
  • Some manufacturers ship the watches to us outside of their boxes. In these cases, additional protective film is sometimes used for transport. We remove this film for a more premium appearance before shipping.
  • Warranty documents are filled out by us before shipping and dated with the shipping date.
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SHIPPING and RETURNS

We send all shipments from our warehouse near Rosenheim in Bavaria.

  • Shipping within Germany and the EU includes all taxes and fees. Therefore, no import duties, import taxes, or import fees will apply.
  • When shipping to countries outside the EU, the customer is responsible for import duties and any applicable fees and taxes and must bear them.
  • We do not use dropshipping, meaning you receive the watches directly from the manufacturer instead of from us. Therefore, you will not suddenly be faced with import costs.
  • ATTENTION for shipments to the USA: Since August, new tariffs imposed by the US government have been in effect. These affect all shipments to the USA and are based on the country of origin of the goods. This means that the following import duties must currently be paid by the customer for imports into the USA:
  1. Formex: 39%
  2. Squale: 39%
  3. Vulcaine: 39%
  4. Awake: 39%
  5. Airain: 39%
  6. Nivada Grenchen: 39%
  7. Direnzo: 39%
  8. Echo/Neutral: 39%
  9. ZRC: 39%
  10. Circula: 15%
  11. HTD: 15%
  12. Hanhart: No shipping to the USA

Within Germany:

  • Shipping within Germany is free. Additional paid options can be added.
  • You will automatically receive shipment information from us with a tracking link (exception: for shipments sent via large letter with a shopping cart value under €100, you will receive a notification that the package has been shipped. Tracking is not possible in this case).

Within the EU:

  • Shipping to other EU countries is free for orders over €700. Additional shipping options are available for a fee.
  • You will automatically receive shipment information from us, including a link to track your shipment.

To Switzerland:

  • Shipping to Switzerland is free for orders over €1,000. Additional shipping options are available for a fee.
  • The buyer is responsible for any import duties and other costs that may arise during importation.
  • You will automatically receive shipment information from us, including a link to track your shipment.

To the USA, to Great Britain and to Norway:

  • Shipping to the USA, Great Britain and Norway is free for orders over €1,200.
  • The buyer is responsible for any import duties and other costs that may arise during importation.
  • You will automatically receive shipment information from us, including a link to track your shipment.
  • All shipments are insured through our external service provider.
  • We use DHL or DHL Express as our shipping provider.
  • For orders under €100, we ship within Germany via Warenpost or Großbrief (Deutsche Post).
  • Upon customer request, we ship within Germany and to Austria using the valuables service provider. Intex.
  • The delivery address specified by the seller in the order is decisive for the processing of the order.
  • Unless otherwise agreed, goods will be delivered by mail to the delivery address specified by the customer.
  • You can cancel your purchase within 14 days of receiving the goods.
  • Unless otherwise agreed, you as the customer are responsible for the return shipping.
  • After inspection of the item – which must be unworn and show no signs of use – you will receive a refund within 14 days. We will use the same payment method you used for the original purchase.
  • In case of a return, please send the goods to the following address:

Chronofactum
Rosenheimer Str. 5
83059 Kolbermoor

You can find more information about this in our Terms and Conditions.

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ORDER and PAYMENT

  • Prepayment/Bank Transfer: Immediately after placing your order, you will receive the details of your order and our Chronofactum bank account information. Please note that your order will only be processed after we have confirmed receipt of your payment in our account.
  • PayPal
  • Credit card (Visa, Mastercard, American Express)
  • Klarna
  • Apple Pay
  • Amazon Pay

Other payment options may be offered.

You can find more information on this in our Terms and Conditions.

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WARRANTY & SERVICE

  • All watches come with the international manufacturer's warranty from the date of delivery.
  • The international manufacturer's warranty is normally 2 years from the date of delivery. Some brands (z.BFormex offers a 3-year manufacturer's warranty.
  • In the event of a warranty claim, we will cover the shipping costs to us, the manufacturer or service center, and the return shipping costs to you.
  • We will also, of course, handle the communication with the manufacturer for you as part of our service.
  • In the event of a service issue after the warranty period has expired, we, as your dealer, will gladly remain your first point of contact and handle all communication with the manufacturer. We are also happy to assist you with shipping or any other questions you may have.

All watches are inspected for visible defects before shipping. However, it is still possible that defects may be overlooked or develop during transit. Should you notice a defect on your watch, please inform us immediately upon receipt so that we can take appropriate action to best serve your interests.

Didn't find an answer to your question?

We are happy to advise you if you haven't found a suitable answer among the frequently asked questions. We are happy to assist you.

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