Frequently asked questions

Delivery and shipping

• How soon will my order be delivered?

  All watches at «WatchCollector by Lohri» are available for immediate delivery. The customer will be informed of the delivery date by e-mail or in person. Usually, the order is received by the customer within three working days of the order confirmation.

  «WatchCollector by Lohri» offers its customers the opportunity to collect their watch immediately from the boutiques at Neugasse 9/26/27, 6300 Zug.

• How much does shipping cost?
  Shipping and returns are free of charge.

  
  «WatchCollector by Lohri» offers its customers the opportunity to collect their watch immediately from the boutiques at Neugasse 9/26/27, 6300 Zug.
• Will my watch be shipped insured?
  The watches will only be shipped insured.

  «WatchCollector by Lohri» offers its customers the opportunity to collect their watch immediately from the boutiques at Neugasse 9/26/27, 6300 Zug.
• Can I collect the watch in person?
  The customer is welcome to collect the watch from our boutiques at Neugasse 9/26/27, 6300 Zug within fourteen (14) calendar days of the order confirmation.
• Can I also buy my watch in a boutique?
  You can indeed buy the watch directly in one of our boutiques. As a Swiss company with many years of experience in the field of haute horlogerie, "WatchCollector by Lohri" offers its customers expert and professional consultation in person at Neugasse 9/26/27, 6300 Zug.
• Where do you ship to?

  We only deliver to addresses in Switzerland and the Principality of Liechtenstein.

  Delivery will be made to the delivery address specified by the customer in the order.

Returns

• Can I cancel my entire order or a part of it?

  You are welcome to cancel your order or parts of it in your customer account.

  
  You are also welcome to contact our Concierge Service on +41 79 947 47 47 or info@watchcollector.ch and let us know your request.

• Is it possible to return a product?

  You have the right to return a product within fourteen (14) days from the day you received the ordered goods from the shipping service provider or collected them from the shop.

  
  The products must be returned new and unused, in the original packaging with all protective materials, tags and labels still attached to the products and including all the additional accessories or replacement materials supplied.

• How can I return a product?

  You can request a return in your customer account.

  Alternatively, you can contact our Concierge Service on +41 79 947 47 47 or at info@watchcollector.ch.

  The products must be returned new and unused, in the original packaging with all protective materials, tags and labels still attached to the products and including any additional accessories or replacement materials supplied.

Payment methods

• Which payment methods can I use?

  The following payment methods are accepted for orders in the online shop:

  • Bank wire transfer
  • Creditcard (Visa, Mastercard)
  • PayPal
  • TWINT
  • Bitcoin
• Can I pay with Bitcoin?

  Yes, at «WatchCollector by Lohri» you can pay in the cryptocurrency Bitcoin. The transaction takes place conveniently via our payment provider Worldline.

• Are there alternative payment methods, e.g. the trade-in of watches that have already been worn?

  «WatchCollector by Lohri» will gladly accept your worn watch as a payment towards a new one. You can find out more about this service in the "Watch Trade-in" section.

Watches / Consultation

• I need counselling. Who can I contact?

  «WatchCollector by Lohri» offers a comprehensive concierge service. Our experts can be reached easily by phone on +41 79 947 47 47 or via Whatsapp. You will also receive prompt Feedback by contacting us at info@watchcollector.ch and on the corresponding social media channels.

  
  In addition, «WatchCollector by Lohri» offers its customers expert and professional consultation in the boutiques at Neugasse 9/26/27, 6300 Zug.

• I can't find the watch I am looking for in the online shop. What can I do?

  You are welcome to contact «WatchCollector by Lohri» with the details of the watch you are looking for. As a Swiss company with many years of experience in the field of haute horlogerie, we have been working closely with renowned manufacturers for decades and are delighted to actively support our customers in their search for their dream watch.

Services

• What warranty and insurance services do you provide?

  «WatchCollector by Lohri» gives a warranty of 24 months for defects of the products.. Watches that are damaged due to one’s own fault or external influences are not entitled to this guarantee.

  Until delivery of the goods, the goods remain the property of Lohri AG and are fully covered by Lohri AG. Theft insurance and the like  are the responsibility of the owner.

• I would like to buy the watch as a gift, how do I go about this?

  If you wish to receive the watch already gift-wrapped, you can indicate this in the online purchase process by selecting the option "Gift-wrap". In addition, you can enclose a personal message with the gift.

  This service is free of charge.

• My newly purchased watch is defective, what can I do?

  The customer is obliged to notify «WatchCollector by Lohri» in writing of any defects detected in the products delivered within five (5) working days of delivery. The experts from «WatchCollector by Lohri» will contact you as soon as possible.

  Alternatively, our customers can come to one of our boutiques at Neugasse 9/26/27, 6300 Zug, within five (5) working days of delivery and have the watch checked by our expert staff.

• My watch is defective and still has a manufacturer's warranty, how do I proceed?

  Contact «WatchCollector by Lohri» in writing or by telephone. You are also welcome to bring the watch to one of our boutiques at Neugasse 9/26/27, 6300 Zug, along with the warranty certificate and the purchase receipt. We will examine the watch, check it and help you with the guarantee claim.

• My watch is defective and no longer has a manufacturer's warranty, how do I proceed?

  Contact «WatchCollector by Lohri» in writing or by telephone. You are also welcome to bring the watch to one of our boutiques at Neugasse 9/26/27, 6300 Zug, along with the warranty certificate and the purchase receipt. We will examine the watch and, if requested, provide you with a cost estimate.

Customer account and newsletter

• What advantages does a customer account offer me?

  There are many advantages to creating an account with us, including faster checkout and easier returns. In your customer account, you can view and track your orders, save multiple delivery addresses, manage your personal data and your access information. As a registered customer, you can quickly and easily add your favourite products to your wish list.

• How do I register a customer account?

  Go to the "My account" icon at the top right and then click on "Create an account". Then fill in all the fields marked with an asterisk (*). Choose a password and confirm your details.

  You can also add an item to your shopping cart first and then create a customer account during the check-out process.

• I forgot my password, what can I do?

  You can reset your password by clicking on the "My account" icon in the top right-hand corner and then on "Forgot your password?". Once you have entered your email address in the appropriate field, you will receive a message with a link to reset your password.

• How do I delete my customer account?

  You can delete your customer account once you have logged in to your profile. Alternatively, you can contact our Concierge Service on +41 79 947 47 47 or at info@watchcollector.ch.

• How do I register for the newsletter?

  At the bottom of each page there is a "Friends & Family" section. You can subscribe to the newsletter by entering your e-mail address and clicking on "Subscribe now". You will then receive an e-mail from us in which you must click on the confirmation link to complete your subscription.

• How do I unsubscribe from the newsletter?

  At the bottom of each page in the footer area there is a corresponding field where you can enter your e-mail address and click on "Unsubscribe now". You will then receive an e-mail from us in which you must click on the confirmation link to complete your unsubscription.