Yes, customers are responsible for customs duties and taxes. EU and UK customers must pay local VAT, ranging from 19% to 27%. 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 provide an estimate of these costs for every country, as customs duties and tax rates vary. Please consult your local customs 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 timepiece is held by customs.

It's in 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.

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. COs are requested by customs, banks, private stakeholders, and importers for various purposes.

PLEASE NOTE: If your country requires a Certificate of Origin, an additional fee of £200 will be charged before we can ship your timepiece. We want to ensure our customers are fully informed upfront about any additional costs associated with their orders to prevent frustration and misunderstandings.

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 departs our fulfilment centre in Switzerland, delivery takes 2 to 4 working days within Europe and the UK, and 5 to 10 working days for overseas destinations.

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

We work hard to make sure that 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 arrange a return and issue a full refund for the defective item. If we are unable to arrange a pickup in your country, we kindly ask you to ship it back to us, and we will later refund the shipping costs to you.

Note: Returns that do not meet our return policy will not be accepted. We will cover the shipping costs and issue a full refund if your returned item complies with our 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 timepiece unused and in its original packaging, including the commercial invoice, with all labels and tags intact.

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

4- Returned timepieces that have been damaged by the customer will not be accepted.

5- Return shipping must be conducted by a reliable courier company that provides a tracking number.

6- Returns received after 14 days from the original receipt may be accepted at the discretion of Möels&Co for credit only.

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

8- Möels&Co will not refund any customs duties or taxes paid by customers if a timepiece is returned. It is the customer’s responsibility to contact the shipping company directly to request a refund for any duties or taxes paid on imported goods that are subsequently returned.

Refunds processed through STRIPE usually take between 5 to 10 working days to appear in your account. 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, check out the links below:

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

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

IMPORTANT NOTICE: If you simply want to return the timepiece for any other reasons, disputes regarding the complaint may be referred to the Consumer Protection Rights in The UK.

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

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. If you want to have access to our regular return/refund policies, we kindly recommend shopping in our webshop.