FAQ

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+49 (0) 951 / 99 33 010

In our "Frequently Asked Questions" section you will find all the information you need for a pleasant and easy online shopping experience.

In case of special questions or special requests, we will of course try to find an individual solution for you.

If you have any questions or suggestions, please do not hesitate to contact us. Simply contact our customer service by e-mail or call Onlineshop. We look forward to hearing from you!

General information

Horando is the online store for exclusive wristwatches. Through a strong network of wholesalers and distributors at home and abroad, Horando can offer

can offer almost every watch model at favorable conditions within a few days. The focus is on the sale of new luxury wristwatches and matching accessories such as watch winders and watchstands. Selected used watches complete the offer.

The operator of Horando.de is Horando Deutschland GmbH, based in Hanover. The name is derived from the Latin "Hora" - "The hour".

All our offered watches are guaranteed genuine and original. New watches are purchased by Horando with international manufacturer's warranty from concessionaires all over the world. Used watches are checked and certified for authenticity by our watchmakers. You will receive a 1-year warranty from Horando.

Horando is a registered company of Horando Deutschland GmbH, based in Hanover, Germany. As a company based in Germany, we want to build a long-term business relationship with our customers and, in addition to selected and beautiful products, we want to offer, above all, a secure as well as reputable processing of your purchases.


Therefore we offer the following security measures:

  • SSL encryption / SSL encrypted data transmission.


Your personal information such as address details, login and payment information are encrypted via SSL (Secure Socket Layer) so that they cannot be read by anyone else. In particular, this also applies to the handling of personal data, which will never be disclosed by us to third parties.

  • Trusted Shops security certificate

  • Internationally secured payment methods (PayPal, credit card, installment purchase)

  • Renowned partner network of authorized official dealers

  • 100% tested & original watches

  • 14-day right of withdrawal


You can cancel your contract within 14 days without giving reasons in writing (e.g. letter, fax, e-mail) or - if the goods are delivered before the deadline - by returning the goods.

We offer full warranty on our watches directly from the manufacturer, depending on the product description. In a few exceptions, it may be that the warranty is already running. In this case, you will be informed separately in the offers under the section warranty start in the item properties.

For used watches you get 1 year warranty through Horando Deutschland GmbH.

In case there is a problem with the watch you purchased from us, we are your first contact at any time. You are welcome to contact us at any time by phone free of charge at +49 (0) 951 / 99 33 010 or by e-mail at contact@horando.de.

Purchase & Advice

You are welcome to contact us at any time by phone free of charge at +49 (0) 951 / 99 33 010 or by e-mail at contact@horando.de. We are happy to conduct / answer a consultation or questions Monday to Friday from 10:00 to 18:00.

Basically, all products offered at Horando are delivered in full with the original box / case and all accompanying papers / certificates and, if necessary, other accessories. In the case of used watches, the scope of delivery is indicated separately in the item description.

Through our strong network that includes numerous wholesalers at home and abroad, we can offer almost any watch model in a very short time at very good conditions. Since we are not tied to any direct manufacturer specifications in terms of a retail store, equipment and marketing, as well as our inventory turns over very quickly, we have an enormous price advantage here, which we are happy to pass on to our customers.

There are several ways to complete your purchase.

  • Credit card (American Express, Mastercard, VISA)

  • PayPal

  • PayDirect

  • Advance payment

  • Sofortüberweisung

  • Ratenkauf   

 

If you have a user account with PayPal, you can pay directly and easily via PayPal. Simply click on "Pay now". You will then be automatically redirected to the PayPal website and can make the payment with a few clicks. You will also receive an e-mail from Horando with information about the payment modalities.

If you choose payment in advance, we will give you our bank details in the order confirmation. The invoice amount is to be transferred to our account within 4 days. Of course, we are also available at any time under our free phone number +49 (0) 951 / 99 33 010 as well as under contact@horando.de.

The legislator has specified very comprehensive regulations for all online stores in order to ensure maximum security and information for you as a user or customer before or when shopping on the Internet. One of these legal regulations is the exact pricing. We have described each item accordingly in detail and pointed out the respective taxation.

"Final price including VAT": this means that the adjacent amount is the absolute final price for you and nothing more will be added to this amount, except for any shipping costs. Furthermore, this amount includes the legal value added tax (VAT), so that you can get it back in case of a possible official export to a non-EU country. Mostly the items priced as "new" or "unworn" are incl. VAT.

Private person: We can refund the 19% German VAT and ship net if you have a permanent residence in a third country (non-EU). For shipping, insurance and customs clearance we charge an additional 99,90€. The import customs duty for your receiving country will be charged by your competent authority.


Company: We can refund the 19% German VAT and ship net if you provide us your full address with company name, VAT ID number and registration confirmation (commercial register), not older than 6 months.


For further questions you can contact us by phone at +49 (0) 951 / 99 33 010 or by e-mail at contact@horando.de.

Shipping & Returns

Horando ships its goods insured within Germany and the European Union (EU) with our shipping partners UPS/FedEx/Prosegur. For you as a customer, the service within Germany is free of charge, a shipping fee of 49,90 € will be charged for shipments to other EU countries.


If you wish a delivery to a non-EU country, we are also happy to help you. Please contact us directly: +49 (0) 951 / 99 33 010 or contact@horando.de. Please note that for delivery to non-EU countries additional customs duties, taxes and fees apply and the shipments are insured with our shipping partners UPS/FedEx/Prosegur. The flat rate shipping fee is 89,90€.

All items are automatically insured for the value of the goods.

If you have received a return label from us, all items are automatically insured to the value of the goods.

In rare cases it may happen that the delivery deadline cannot be met. Should a delivery delay occur, we will inform you immediately. Your legal claims remain unaffected.

Contact us in writing if you are not satisfied with the delivered goods or do not want to keep them for other reasons. You can cancel your purchase at any time within a period of 14 days. We will send you all the necessary return documents so that you can send the watch back to us insured for its value. The refund of the purchase price will be made after receipt and inspection of the goods in the same way in which the payment was made.


You can find more details about the right of withdrawal here.