How can we help?

Orders leave our warehouse within 2 business days when placed Monday to Friday between 8:00 and 17:00 (public holidays excluded). Standard delivery with DHL or FedEx takes 5–8 days; express arrives in 1–2 business days, depending on the destination. Outside the EU, customs can add a few days.

Shipping is free on orders from €150, fully tracked with DHL or FedEx. Below €150, tracked shipping starts at €20, depending on your country.

Express shipping is available at an extra cost that depends on your country and the carrier – you see every option and its price at checkout.

We ship to most countries. If yours isn’t listed at checkout, email support@maenwatches.com and we’ll look for a solution.

As soon as your parcel is registered with the carrier, you receive an email with a tracking link. Every order ships fully tracked.

If one item in your order is delayed – a bracelet, for example – we can ship the rest first and send the missing piece as soon as it’s ready. Email support@maenwatches.com with your order number.

Email support@maenwatches.com as soon as possible. We usually process orders the same or the next working day – once the warehouse has processed yours, it can no longer be changed.

Check your spam folder first. If it isn’t there, the email address was most likely mistyped at checkout – that is the only reason a confirmation doesn’t arrive. Email support@maenwatches.com and we’ll help you.

Your order confirmation email has a link to download your invoice, including the FTA agreement.

Many of our watches are made in batches. The expected shipping date is shown on the product page when you order.

At checkout, like any other order. If you cancel before your watch ships, you receive a full refund.

Delays can happen in production – for example when parts don’t pass our quality control. Email support@maenwatches.com and we’ll give you the latest status of your batch. If only one item in your order is late, such as a bracelet, we can ship the rest first.

Yes. Pre-orders are not final unless the product page says otherwise. Email support@maenwatches.com any time before your watch ships and you receive a full refund – your place in the batch then goes to the next customer.

Yes. Unless the product page says otherwise, a pre-order is handled like any other order: you have 14 days from delivery to tell us you want to return it, as long as the watch is unworn. How returns work

Often, yes. Many of our watches are made in batches, and a sold-out version can come back for pre-order with a later shipping date – places also open up when other orders are cancelled. Use “Notify me” on the product page to hear first. Watches we no longer make are in the Archive.

Sign up for our newsletter at the bottom of any page, or use “Notify me” on a sold-out watch to join its list.

Visa, Mastercard, Maestro, American Express, UnionPay, PayPal, Shop Pay, Apple Pay and Google Pay – plus Klarna and local methods such as iDEAL, Bancontact, MobilePay, MB WAY and Satispay, depending on your country. Checkout shows the options available to you.

Most declines come from a billing address that doesn’t match the one registered with your card – check that first. Your bank may also block a larger or international online payment for security; approving it in your banking app or a quick call to your bank usually solves it.

You can also choose another payment method at checkout, or email support@maenwatches.com and we’ll help you find another way to pay.

Within the EU and the United Kingdom, no – the price at checkout is final, with all taxes and duties included.

For other countries, local import duties, taxes or customs fees may be charged on delivery. They are set by your country, aren’t included in our prices and are collected by the carrier (DHL or FedEx).

Prices are shown for the country you shop from – choose it at the top of the page or when you first visit. In the EU and the UK, prices include VAT. Elsewhere, prices are shown without VAT; local duties and taxes may apply on delivery – see Will I pay import duties?

If you use a VPN, the prices you see follow the VPN’s location.

Yes. Let us know within 14 days of delivery; the watch then needs to reach us within the following 14 days. It must be unworn, with the protective film still on, and in its complete original packaging. A bracelet that has been sized can no longer be returned.

Of course – that’s the best way to get a feel for the size and fit. Keep the protective film on the crystal and caseback and the watch as new, and you can still return it within 14 days.

Email support@maenwatches.com first – we only accept returns announced in advance. Ship it with our insured return service for €45, or with your own carrier at your own risk. From outside the EU, include our certified return form – returns without it can’t be processed.

As soon as your return has arrived at our warehouse and has been checked and confirmed there, we refund you within 3 business days. Your bank may need a few more days to show it.

No – as long as you told us in advance and everything is as new. Returns sent without notice are charged €35. A worn or incomplete return may be charged depending on its condition, and a return that doesn’t meet the conditions isn’t refunded – we send it back to you for €45.

A watch can no longer be returned once it has been worn, its bracelet has been sized or its protective film has been removed.

Two years from the date of delivery. The warranty stays with the watch: if it changes owner, the next owner is covered for the rest of the term, as long as we have the original order number or invoice.

Manufacturing defects of the watch itself – movement, case and crystal – for two years from delivery.

Not covered: damage from knocks or drops, such as dents or a broken crystal; water or fire damage; magnetisation; normal wear such as scratches; and any repair or modification we haven’t approved.

Yes, for the rest of the two years from the original delivery date – as long as we have the original order number.

Send us a request through the service request form – it takes about two minutes. Repairs are only handled through the form, not by email. We then tell you whether we need to see the watch. If an inspection finds no defect, return shipping is €60.

Enter your repair code on the repair status page – it shows which step your watch is at. The code starts with R- and is in our emails about your repair.

Every link of our bracelets is held by a screw, so all you need is a small precision screwdriver – or a jeweller or watchmaker can do it for you. Half links for a perfect fit are in Accessories.

Size the bracelet only once you’re sure you’re keeping the watch – a sized bracelet can’t be returned.

Automatic watches wind themselves while you wear them. If yours has stopped, turn the crown clockwise at least 25 times to start it.

Hand-wound watches need winding by hand: turn the crown until you feel resistance – until then the watch isn’t fully wound – and never force it beyond that point.

On date models, pull the crown to the first position to set the date and to the second to set the time; the seconds hand stops, so you can set it to the second. Each model’s details are in its owner’s manual.

Avoid setting the date while the hands show between about 21:00 and 03:00 – the date change is already under way then, and forcing it can damage the movement. The safe way: set the hands to around 6 o’clock, set the date, then set the correct time.

Yes – each watch’s rating is listed in its specifications. As a guide:

3 ATM (30 m) – rain, splashes and hand washing; not for swimming or showering.
5 ATM (50 m) – also a swim in shallow water; no diving.
10 ATM (100 m) – swimming and snorkelling.
30 ATM (300 m) – swimming and recreational diving.

Always make sure the crown is pushed in – or screwed down – before your watch meets water, and keep it away from hot showers and saunas.

Yes. Strong magnets – in speakers, laptops, tablet covers or bag clasps – can magnetise a mechanical movement, which usually makes it run fast. It’s easily fixed: a watchmaker demagnetises it in minutes. Magnetisation isn’t a defect, so it isn’t covered by the warranty.

All manuals are on our owner’s manuals page.

Visit one of our retailers, or meet us at an upcoming event.