SHIPPING 

  • Yes, customers are responsible for paying local taxes and customs duties. EU and UK customers must pay VAT, ranging from 19% to 27%. Swiss orders will incur an additional 8% VAT. For US orders, a charge of 4.5% to 6% will apply to the amount exceeding $800. Depending on the state where the product is imported, sales tax may also apply. Taxes and duties will be managed by FEDEX or DHL prior to delivery. Unfortunately, we cannot estimate these costs for every country, as customs duties and tax rates vary. Please consult your local customs office or use the calculator below to estimate importation costs before placing your order.

    https://www.simplyduty.com/import-calculator/

    PLEASE NOTE: Möels&Co is not liable for any delays caused by customs clearance in overseas countries. We do not communicate with local customs authorities to clear your order, nor do we cover any costs incurred while your watch is held by customs.

  • It's in Canton Ticino, Switzerland, where we process all new incoming merchandise from our national and international suppliers and from there, everything is run through Swiss quality control before being sent out to our customers all over the world. By having our fulfilment centre in central Europe our goal is to ensure your Möels is quickly and safely in your hands.

  • No, we ship all parcels once a week, specifically on Wednesdays. To ensure your order is included in the upcoming shipment, we kindly request that you place your order before Sunday at midnight CET (Central European Time). Orders received after this deadline will be shipped the following week.

  • At Möels&Co, we take our responsibility to the environment seriously and are committed to finding innovative ways to reduce our impact. Shipping all parcels once a week allows us to take a small but significant step towards sustainability. This decision was made after careful consideration of our environmental footprint and our dedication to responsible business practices. By consolidating our shipments into one day, we can effectively reduce our carbon emissions. We thank our customers for their understanding and support as we continue to work towards a more sustainable future.

  • We ship to most countries, with the exception of the following: Russia, Ukraine, North Korea, Venezuela, Cuba, Nicaragua, South Africa, Côte d’Ivoire, Iran, Sierra Leone, Myanmar, Liberia, Lebanon, Sudan, Iraq, Syria, Zimbabwe, Nigeria, Crimea, Ghana, Kazakhstan, Kyrgyzstan, Belarus, and Afghanistan.

    PLEASE NOTE: Despite the shipping restrictions, customers from these countries still have an alternative delivery option. They can use parcel forwarding companies by placing an order, filling in the seller’s details as the consignor, and making the payment. The courier company will then collect the parcel from us and ship it to you.

  • A Certificate of Origin (CO) is an international trade document that certifies that goods in a specific export shipment are wholly obtained, produced, manufactured, or processed in a particular country. It confirms the 'nationality' of the product and serves as a declaration by the exporter to fulfill customs or trade requirements.

  • If your country requires a Certificate of Origin for importing goods, an additional fee of £200 will be charged prior to dispatching your watch. The Certificate of Origin is issued by the Chamber of Commerce Canton Ticino in Lugano, Switzerland, from where our watches are dispatched.

  • We mainly work with FEDEX and DHL, but depending on the destination, we may also use UPS. Orders within Switzerland are shipped via SWISS POST, renowned for its exceptional reliability and punctuality. All parcels can be easily tracked throughout their journey.

  • After your order leaves our fulfilment centre in Switzerland, delivery usually takes 2 to 5 working days within Europe and the UK, and 5 to 7 days for the US and Canada. Swiss orders take 1 to 2 days, and deliveries to other countries may take from 7 to 12 days.

    PLEASE NOTE: Delivery may take longer in some countries due to slower customs clearance processes, and we cannot be held responsible for delays caused by these factors.

  • Absolutely, once your order ships, we’ll send you a tracking number via email so you can follow its journey to your door.

RETURNS & REFUNDS

  • We work hard to make sure every Möels arrives in perfect condition. However, if you receive a flawed or damaged product, we will either exchange it for a new one or issue a full refund upon the return of the defective item. Returns that do not meet our policy will not be accepted. We will cover the shipping costs and issue a full refund only if the returned item complies with the terms and conditions below.

    1- Before you start a return, please take photos of the damaged item and send them to Betina Menescal at betina@moels.co.uk within two working days of delivery.

    2- Please return the watch with all protective plastics intact on the bracelet, crystal, and caseback, along with all documents, accessories, and the commercial invoice, in its original packaging.

    3- Returned watches must show no visible signs of wear or use.

    4- Watches that have been damaged by the customer will not be accepted for return.

    5- Return shipping must be carried out by a reliable courier service that provides insurance and a tracking number. If we are unable to arrange a pickup in your country, we kindly ask that you ship it back to us. We will reimburse the shipping costs afterward.

    6- While the package is in transit, it remains the customer's responsibility until it arrives at our fulfilment centre in Switzerland.

    7- Returns received after 14 days from the original receipt may be considered at the discretion of Möels&Co, and will be eligible for credit only.

    8- We do not refund any customs duties or taxes paid by customers. It is the customer's responsibility to contact the courier company directly to request a refund for any duties or taxes paid on returned shipments.

    9- The refund process will begin once we receive and inspect the watch. A full refund will only be issued if the watch is found to be defective or damaged. If you wish to return your Möels for any other reason and request a full refund, you will need to contact Consumer Protection Rights in the UK to file a claim.

    https://www.gov.uk/consumer-protection-rights

  • Yes, you can. However, as a small brand working with tight margins, we cannot offer full refunds for returns if the watch has no defects. We’ve had cases where customers returned watches simply because they didn’t like the colour or found the size too big, which resulted in losses for us. We understand that sometimes the watch may not resonate with you after experiencing it, but once the watch has been worn and the plastic seals removed, it can no longer be resold at full price. Therefore, we can only offer a 50% refund of the amount paid to help cover the significant costs of handling, shipping, fulfilment, and its devaluation as a second-hand product. We appreciate your understanding.

  • No, Udol Leather is a small, one-person leather atelier, and due to its size and financial constraints, returns are not accepted unless there is a defect. Each 369 leather strap is custom-made to order, and customers are contacted before production to confirm their preferences for colour, length, and stitching. Once these preferences are confirmed, returns and refunds are not possible. We appreciate your understanding and support for a small business.

  • No, we do not accept returns or offer refunds for items purchased from our Outlet. These items are sold at a special discounted price and are considered final sale. To take advantage of our standard return and refund policies, please shop through our webshop.

  • Refunds are processed through STRIPE and usually take between 5 and 10 working days. However, this timeframe can vary depending on your bank or credit card company's processing times, which might extend the period by an additional week or more.

    PLEASE NOTE: While we initiate the refund promptly, we have no control over how long it takes for the funds to be reflected in your account. For more information on how the STRIPE refund process works, please check out the links below:

    https://support.stripe.com/topics/refunds?locale=en-GB

    https://blog.payment.co/understanding-the-stripe-refund-process/

COULDN’T FIND THE ANSWER?

Contact us and we'll be happy to address any queries you may have. We look forward to ensuring your Möels continues to be a reliable companion for years to come. If you need further assistance, please contact us and we will guide you through the process.

YOUR SATISFACTION IS IMPORTANT TO US