FAQ's
Welcome to our FAQ section. Here, you’ll find clear and concise answers to the most frequently asked questions about our services, products, and policies. If you need further assistance, our team is always here to help.
Buying from EW Watches
Discover answers to common questions about purchasing luxury watches from EW Watches, including reservations, authenticity, and what comes with your order.
Q: Are all watches sold by EW Watches authentic?
Yes, every timepiece undergoes a thorough multi-point inspection by certified watchmakers to ensure authenticity and top condition.
Q: What is included with my watch purchase?
Each listing clearly states what is included—this can be the original box, papers, extra links, certificates, or our custom packaging.
Q: Can I reserve a watch I’m interested in?
Yes, we offer the option to reserve a watch with a 20% deposit. As our watches are competitively priced and attract global attention, we cannot guarantee availability without a confirmed deposit. This policy ensures fairness and prevents disappointment, especially in a fast-moving market where timepieces may sell quickly to other interested buyers. The final balance may vary depending on availability and market value at the time of purchase.. The deposit amount will be 20% of the sale value. The final amount may vary depending on the actual value of the watch as well as its availability.
Q: Are the prices negotiable?
While most prices reflect current market trends, we are open to serious offers, especially for trade-ins or returning customers.
Q: Can I buy a watch as a gift and include a personal note or gift wrapping?
Yes, we offer gift packaging and the option to include a custom message. Please request this at checkout or contact our team.
Q: What does “Certified Pre-Owned” mean at EW Watches?
A Certified Pre-Owned (CPO) watch is pre-owned but inspected, serviced, and certified by our experts to meet high-quality standards.
Q: Can I place an order over the phone or via WhatsApp?
Yes. You may contact us directly via phone or WhatsApp at +49 173 3188881 for personalized ordering assistance.
Selling or Trading-In Your Watch
Learn how to sell or trade in your luxury watch with EW Watches—from valuation and ID verification to payment and inspection processes.
Q: Will my watch be checked for theft or loss records?
Yes. Every watch offered to EW Watches is checked against The Watch Register (https://www.thewatchregister.com/) to ensure it is not stolen or flagged in any global loss database. This is an important step in our due diligence and helps protect both our customers and our brand reputation.
Q: Why do I need to provide my ID when selling a watch?
To comply with our verification procedures and anti-theft protocols, we require a valid government-issued ID from every seller. This is also necessary for conducting checks through The Watch Register.
Q: What types of watches do you buy or accept as trade-in?
We specialize in luxury watches from brands like Rolex, Patek Philippe, Audemars Piguet, Omega, Cartier, and others. Our team will review the model, condition, and market demand.
Q: What documents do I need to provide when selling?
A valid government-issued ID and any documentation related to the watch (e.g. original invoice, box and papers) are requested.
Q: Can I sell or trade in a watch without box and papers?
Yes, we do accept watches without original box and papers, although this may affect the final valuation.
Q: How long does the inspection and offer process take?
Once we receive your watch, the expert inspection takes 10–14 business days. You'll then receive a final binding offer.
Q: What if I decline the final offer?
We will return your watch to you via insured shipping, though the return costs may apply if discrepancies are found.
Q: How do you determine the value of my watch?
We evaluate based on current market value, condition, completeness (e.g. box, papers), and brand demand.
Q: When do I get paid for my sold watch?
After inspection and successful sale or acceptance, payment is typically issued within 14 to 21 business days.
Shipping & Delivery
Below are some common questions about shipping, returns, and exchanges.
Q: How are watches packaged for delivery?
Watches are securely packed in protective boxes and shipped with full-value insurance through reputable carriers.
Q: Do you offer international shipping?
Yes, we ship worldwide. Customs duties and taxes may apply based on the destination.
Q: Can I track my order?
Absolutely. Once shipped, you’ll receive a tracking number via email or WhatsApp.
Q: Do I need to be present to receive the delivery?
Yes, all deliveries require signature confirmation upon receipt for security reasons.
Q: How much are shipping costs?
Shipping is free within Germany. International shipping fees vary by region and will be displayed at checkout.
Q: Can I pick up the watch in-store?
Yes, you can collect your watch at our Düsseldorf boutique. Please schedule an appointment in advance.
Service & Warranty
Understand the scope of our warranty and the services we offer, including eligibility for our 24-month EW Watches Guarantee.
Q: Does the EW Watches Guarantee apply to all watches?
Our warranty applies primarily to Certified Pre-Owned (CPO) watches that do not have any official manufacturer warranty remaining. For unworn or like-new watches that are still covered under the original manufacturer warranty, the EW Watches Guarantee does not apply, as these are already protected by the brand’s official service coverage.
Q: What is covered under the EW Watches Guarantee?
Our 24-month warranty (12 statutory + 12 extended) covers clockwork failures not caused by misuse, water damage, or external factors.
Q: Are straps, bezels, and crowns covered?
No, these wear-and-tear items are excluded from the warranty.
Q: Can I extend the warranty beyond 24 months?
We currently do not offer further extensions, but all services are available post-warranty at standard service rates.
Q: What if I need service outside Germany?
We arrange insured shipping from most countries. Contact our support to coordinate a safe pickup.
Q: Do you service watches not purchased from you?
In some cases, yes. Please contact us with your watch details to evaluate service availability.
Q: Can I send my watch directly to the manufacturer during warranty?
No. Manufacturer repairs are excluded from the EW Watches Guarantee. All warranty service must go through our in-house team.
Payment & Pricing
Get clarity on accepted payment methods, installment options, invoices, and pricing structure.
Q: What payment methods are accepted?
We accept bank transfers, Visa, Mastercard, American Express and financing through select providers.
Q: Can I pay in installments or finance my purchase?
Yes. Financing options are available. Contact us to learn more or to receive a tailored offer.
Q: Are prices on your website final?
Yes, all prices are final. VAT may not apply under the Special Regime for Used Goods (REBU).
Q: Will I receive an invoice?
Of course. Every order comes with a proper invoice, indicating the REBU regime if applicable.
Q: Are there extra fees for international payments or currency conversions?
Some banks may charge currency conversion or processing fees. We recommend checking with your bank beforehand.
Legal & Compliance
Read about data protection, legal terms, and regulatory compliance regarding your purchase and relationship with EW Watches.
Q: Is it safe to buy online from EW Watches?
Absolutely. We use secure payment gateways and comply with European consumer protection laws.
Q: What jurisdiction governs my transaction?
All transactions are governed by German law. Düsseldorf is the exclusive place of jurisdiction for disputes.
Q: How does EW Watches handle anti-money laundering compliance?
We verify the identity of all customers in compliance with German and EU regulations.
Q: Is my personal data safe with you?
Yes. Your personal information is protected in accordance with GDPR. We never share or sell your data.