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?
Shipping is FREE for all watch & watch band orders throughout Australia and New Zealand.  Shipping for clocks is $29 in New Zealand and $35.  

Do you ship internationally? 
Purchases made through www.mondaine.com.au only ship to customers located within the Australia and New Zealand.

How quickly will my order ship? 
Orders received by 10 a.m. AEST Monday through Friday will be shipped within the same day. Orders received on the weekend will ship the following business day. 

How do I change or cancel my order? 
You can contact our customer service by phone at 02 8599 9896 or by using the contact form here as soon as possible to change or cancel your order. In the likelihood that your order has already shipped, please follow our returns process.

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 02 8599 9896 or by using our contact form here when you receive the watch. We will work with you to exchange or replace the product you received. 

Mondaine will not accept responsibility for returns/exchanges lost or stolen in transit, so please ship insured and track your package. 

    How do I return or exchange my watch? 

    You can return all articles purchased from the Mondaine Online Shop within 30 days of receipt. Please send returns as registered post to the following address and keep the dispatch receipts for any potential queries. The direct costs for returning the goods are borne by you, but will be refunded if the issue is deemed to be ours.

    Duraflex Group Australia
    Attn: Mondaine Ecommerce
    Level 1, 328 High Street
    Chatswood NSW 2067

    Please note that articles must be completely returned to us with their original packaging. This should protect the goods to be returned against damage during transport.

    For the purpose of continually improving our service and offerings, it is particularly important that you provide us with the reason why you are returning the goods. Please complete the enclosed return form and include it in your return. Please note that postal returns can take several days and that we require a certain amount of time to process returns.

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

    You will receive an 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.