FAQ

HOW DO I CANCEL MY ORDER?

If you wish to cancel your order, please contact us. Normally, we handle the situation immediately. If the package has already been shipped, we must first have the package returned from our courier before the cancellation will apply and we can refund the amount you paid for the order.

WHEN WILL I RECEIVE MY ORDER?

You will receive your order as quickly as possible.
When you submit your order, we typically process the order on the next business day. You will receive the order 2-5 days after ordering. Packages are not transported on weekends and on local and public holidays.
Please note that watches that are custom made according to your wishes, can have a delivery time of up to 2-5 weeks delays in custom or technical errors on behalf of our couriers.

WHERE IS MY ORDER SHIPPED FROM?

Orders to Europe, North and South America are shipped from our warehouse in Denmark.
Orders to the rest of the world are shipped from our warehouse in China.

WHAT IS THE EXCHANGE POLICY REGARDING MY PURCHASE?

All products purchased directly from our website can be exchanged within 30 days of receiving the item.
The product(s) must be unused and intact — in original packaging with protective stickers and labels — and in the same condition as it was received.
You may only exchange a product for another of the same, or lower, value. Should you want to exchange for a more expensive product, a return is required and we shall issue a full refund. Please place a different order for the correct item at your convenience.
You must return the product to the warehouse that shipped it. Alternatively, items can be returned where the purchase was made — whether on our website or an authorized Malleo retail store. 
Please note, that you may be subject to the shipping expenses in returning the package. However, we cover all expenses when shipping the exchanged item to you.
Malleo cannot take responsibility for items lost during the return shipping.

WHAT IS THE RETURN POLICY FOR EVERY PURCHASE?

All products purchased directly from our website can be returned within 30 days of receiving the item.
The product(s) must be unused and intact — in original packaging with protective stickers and labels — and in the same condition as it was received.
Items must be returned directly to the place of purchase — whether on our website or an authorized Malleo retail store. 
Please note, that you may be subject to the shipping expenses in returning the package. Malleo cannot take responsibility for items lost during the return shipping.

RETURN AND EXCHANGE – THE PROCESS

Please contact us. We are happy to guide you through the short process.

IS MY WATCH WATERPROOF?

The water resistance of a Malleo is 3ATM.
We recommend that you avoid all contact with water. Avoid wearing the watch when showering, bathing, swimming, diving or doing any other activity in which the watch is directly exposed to water.
Kindly note, that watches damaged by water are not covered under the 2-year warranty.

IS MY WATCH AN ORIGINAL?

To ensure the authenticity of your Malleo watch, purchase it directly from our website or from an authorized Malleo retailer.
If you purchased a Malleo from an unauthorized retailer, such as Amazon, eBay, Groupon etc., there is always a risk of receiving a counterfeit – or a product that is used or defective.
You must show a receipt from an authorized retailer for Malleo to honor your warranty claims.

IS IT ADVISABLE TO WASH MY WATCHBAND?

We do not recommend that you wash your leather watchband. Water dries out the leather and may cause damage to the band. Instead, have your local watchmaker clean the watchband for you.

WHAT ARE THE ACCEPTED PAYMENT OPTIONS?

Malleo accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal as well as other local debit cards and invoicing options.

WHAT IS THE DISPLAYED CURRENCY?

The prices visible on our website are stated in your local currency or in Euros or US dollars. Our prices exclude local duties and taxes, which are either added or deducted at the checkout. Malleo is not responsible for any discrepancies in currency values or exchange rates that your bank or credit card company may use when you purchase items from our website. For questions regarding this, please contact your bank or credit card company.

IS MY PAYMENT INFORMATION SECURE?

Your payment information is handled by our provider, Jyske Bank, that uses secure encryption and operates under strict legitimate banking standards.
Your credit card information is sent directly to the bank and cannot be read or accessed by anyone other than your bank and Malleo.

ARE THERE WARRANTY EXCLUSIONS? 

Defects and damage resulting from loss, theft, fire, water, natural disaster or negligence by the purchaser.
Note, that the warranty only covers if you can show a receipt from an authorized Malleo dealer.

WHAT ARE THE WARRANTY TERMS?

At Malleo, we manufacture our watches under high-quality standards. Nevertheless, your watch is guaranteed against manufacture defects of the clocks moving parts. Other parts are not covered by the warranty.
The warranty is valid 2 years from the date of purchase. The warranty covers only if you can show a receipt from an authorized Malleo retailer.
When the warranty period is gone, the buyer is responsible for the cost of repairs.
If the product is returned within the warranty period, Malleo repairs or replaces the defective clock within a reasonable timeframe at no cost to the buyer. The buyer may be subject though to the cost of shipping the product to our warehouse.

WHERE DO I REPAIR MY WATCH?

Please contact us, or the authorized Malleo retailer, depending on where you purchased the watch.
If you bought the watch from a duty-free or travel-retail, such as an in-flight, airport, a retailer on a cruise, etc., please contact us and we shall help you as best as we can.
If you purchased your watch directly from our website, please contact us and we will help you every step of the way.

WHAT IS THE BATTERY LIFE?

Batteries in our watches have a life expectancy of between 2-3 years. Actual battery life depends on external factors such as the local environment temperature, humidity, air pressure etc.

SOCIAL MEDIA AND OTHER ONLINE COLLABORATION WITH MALLEO?

Please contact us at info@malleowatches.com Please include the following info:

  • First and last name
  • Phone number
  • Any other relevant information. Social Media profiles, blogs etc.

Your request will be processed by our Department of Partnerships. We will contact you as soon as possible.

TERMS OF USE

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