FAQ
Order
Which steps are included in the ordering process?
The ordering process is simple and uncomplicated:
- Select product: Select the desired model from our range.
- Add to shopping cart add: Click “Add to Cart” to add the product to the order.
- Check Cart: Check the selected products in the shopping cart.
- Proceed to Checkout: Click “Checkout” and enter your delivery and payment information.
- Complete Order: Review your order and click “Complete order”.
Can I change or cancel my order?
Up until when is a change or cancellation possible?
Changes or cancellations are possible as long as the order has not yet been shipped. Please contact us directly by email at info@matthisbernard.com for quick processing.
What contact options are there for this??
You can only contact us by email at info@matthisbernard.com to make changes or cancellations to your order.
How do I track my order?
Yes, you will receive a tracking number once the goods have been shipped. You will receive the link to track your order by email. Use this link to view the current status of your delivery at any time.
Shipment
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Offer standard and express shipping?
Our standard shipping option is express shipping, which includes insurance up to €499.
Which shipping service providers are used?
We use DHL and UPS for national and international shipping.
How long does shipping take?
Shipping times vary:
- Germany: 2-4 days
- Austria: 2-5 days
- Switzerland: 2-7 days
- Europe-wide: approx. 7-10 days
How much are the shipping costs?
Shipping costs are free for you throughout Europe.
Ship internationally<sqm>
We currently deliver throughout Europe and the United States.
Are there additional fees for international shipping?
No, there are no additional fees.
payment
Which payment methods are accepted?
We use the common payment providers:
- Credit card
- PayPal
- Amazon Pay
- Apple Pay
- Klarna
Is my payment secure?
Yes, we use SSL encryption to make your payment secure.
Can I buy on account?
Yes, with Klarna we offer the option of purchasing on account.
Returns and Exchanges
How can I return or exchange a product?
Fill out our returns form and send the goods back to us in the original packaging.
What is the return period?
Returns are possible within 30 days.
How long does the refund take?
Refund will be made within 30 days.
Which payment method will be used for refund?
The refund will be made to the original payment method.
What exceptions apply to returns?
Watches that are not optically perfect or show signs of wear cannot be returned.
Account and Registration
Are there benefits for registered users?
Yes, registered users receive exclusive offers and can manage orders more easily.
How can I reset my password?
What steps are necessary to reset?
- Click on “Forgot password”.
- Enter your email address.
- Follow the link in the email to reset your password.
Are there any security questions or procedures?
Yes, you may have to answer security questions for verification.
How do I change my account information?
You can change personal information and shipping addresses in your account.
Product Information
Offer personal advice?
No, unfortunately not at the moment.
Are there product descriptions and specifications on the website?
You can find detailed descriptions and specifications on each product page.
Special offers and discounts
Is there a newsletter or an offer page?
We offer a newsletter and a special offer page for our customers.
Will discounts be published on social media?
Yes, special offers are also shared on our social media channels.
Can I use multiple discount codes at the same time?
No, combining discount codes is not possible.
Are there any restrictions on using vouchers?
Yes, certain products or promotions may be excluded from vouchers.
Customer service
How can I contact customer service?
You can contact us via email or live chat.
Contact: info@matthisbernard.com
Is there a preferred contact method?
Email is the preferred contact method for quick inquiries.
What are the opening hours of customer service?
Our customer service is available from Monday to Friday, 9 a.m. to 6 p.m.
Is live chat available 24/7?
No, live chat is available during business hours.
Which topics can be clarified via the live chat?
General inquiries, order status and product information can be clarified in live chat.
Warranty and repair
What guarantee do you offer on your products?
Our products are backed by a two-year warranty covering defects in materials and workmanship.
Is there an extended warranty option?
Not currently. However, we are working on offering an extended warranty option.
What steps are required to request a repair?
Contact our customer service by email or telephone to request a repair. Please with pictures or videos.
Are there authorized service centers?
Yes, we have authorized service centers that carry out repairs.
Privacy and security
Which data protection measures are implemented?
We use SSL encryption and adhere to strict privacy policies.
Where can I find the data protection declaration?
Our privacy policy is available on the website.
Can I unsubscribe from receiving marketing emails?
Yes, you can unsubscribe from marketing emails at any time.
Contact us
Do you have any questions about your order or a general inquiry
