Frequently asked questions

HORANDO is the online shop for exclusive wristwatches. Thanks to a strong network of wholesalers and distributors in Germany and abroad, HORANDO can offer almost any watch model on attractive terms within a few days. The focus is on new luxury wristwatches and matching accessories such as watch winders and watch stands. Selected pre-owned watches complete the range. Horando.de is operated by Horando Deutschland GmbH, based in Hanover, Germany. The name derives from the Latin “Hora” – “the hour”.

All watches we offer are guaranteed genuine and original. HORANDO sources new watches with an international manufacturer's warranty from authorised dealers around the world. Pre-owned watches are checked and certified for authenticity by our watchmakers. On these you receive a one-year warranty from HORANDO.

HORANDO is a business of HORANDO Deutschland GmbH, registered at the district court of Hanover under HRB 222080 and run by its two founders without interruption since 2013. As a company based in Germany, we aim to build long-term relationships with our customers and to offer not only selected products but above all a secure and reputable purchase process. This is ensured by:

• SSL-encrypted data transfer: address details, login and payment information are transmitted in encrypted form. We do not pass personal data on to third parties.
• Trusted Shops security certificate
• Secured payment methods: PayPal, credit card with 3-D Secure and Klarna. Purchases via Chrono24 are additionally protected by an escrow service.
• More than 4,600 independently verified reviews: Google 4.8, Trustpilot 4.7, Trusted Shops 4.6 and Trusted Seller status on Chrono24.
• 100% verified original goods with manufacturer's warranty, original box and papers
• Insured shipping up to €25,000 with UPS and FedEx, above that by secure valuables transport with Galle Werttransport, Prosegur or Ferrari Logistik
• 14-day right of withdrawal

You may withdraw from your contract within 14 days without giving reasons, in text form (e.g. letter, fax, e-mail) or – if the goods are delivered to you before the deadline expires – by returning the goods.

You will find all evidence in detail – company data, inspection protocol, reviews and the origin of our watches – on our page Is HORANDO reputable?

Depending on the product description, our watches come with the full manufacturer's warranty. In a few exceptional cases the warranty period may already have started. This is stated separately in the listing under “warranty start” in the item properties. For pre-owned watches you receive a one-year warranty from Horando Deutschland GmbH.

Should there be a problem with the watch you purchased from us, we are your first point of contact at any time. You can reach us free of charge by phone on +49 (0) 951 / 99 33 010 or by e-mail at service@horando.de.

You can reach us free of charge by phone on +49 (0) 951 / 99 33 010 or by e-mail at service@horando.de at any time. We are happy to advise you and answer your questions Monday to Friday from 10.00 to 18.00 CET.

As a rule, all products offered by HORANDO are delivered complete with the original box or case, all accompanying papers and certificates and, where applicable, further accessories. For pre-owned watches the scope of delivery is stated separately in the item description.

Thanks to our strong network of numerous wholesalers in Germany and abroad, we can offer almost any watch model on very good terms at short notice. As we are not bound by manufacturer requirements regarding a retail store, its fittings and marketing, and as we turn over our inventory very quickly, we enjoy a considerable price advantage – one we are glad to pass on to our customers.

There are several ways to complete your purchase.

• PayPal
• Credit card (American Express, Mastercard, VISA)
• Apple Pay and Google Pay
• Klarna (invoice and instalments)
• Bank transfer / advance payment
• BitPay (cryptocurrencies)

If you have a PayPal account, you can pay directly and easily via PayPal. Simply click “Pay now”. You will then be forwarded automatically to the PayPal website and can complete the payment in a few clicks. HORANDO will also send you an e-mail with information on the payment terms.

If you choose advance payment, we will provide 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 on our free phone number +49 (0) 951 / 99 33 010 and at service@horando.de.

Legislators have set out very comprehensive rules for all online shops in order to give you, as a user or customer, the greatest possible security and information before and during an online purchase. One of these legal requirements is precise price labelling. We have described every item in corresponding detail and indicated how it is taxed.

“Final price including statutory VAT” means that the amount shown is the absolute final price for you and that nothing is added to it, apart from any shipping costs that may apply. This amount also includes statutory value added tax (VAT), so that it can be refunded to you in the event of an official export to a non-EU country. Items priced as “new” or “unworn” are usually shown including VAT.

Private individuals: we can refund the 19% German VAT and deliver net, provided you have a permanent residence in a third country (non-EU). For shipping, insurance and customs handling we charge an additional €99.90. Import duty for your destination country is levied by the authority responsible for you.

Companies: we can refund the 19% German VAT and deliver net, provided you give us your complete address including company name, VAT ID number and a commercial register extract no more than 6 months old.

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

HORANDO ships its goods fully insured within Germany and the European Union (EU) with our shipping partners UPS, FedEx, Galle Werttransporte, Prosegur and Ferrari Logistik. Within Germany this service is free of charge for you as a customer; a flat shipping fee of €69.90 applies to shipments to other EU countries.

If you would like delivery to a non-EU country, we are happy to help with that too. Please contact us directly: +49 (0) 951 / 99 33 010 or service@horando.de. Please note that deliveries outside the EU incur additional duties, taxes and fees and that shipments are sent fully insured via our shipping partners. The flat shipping fee is €99.90.

Yes. Every shipment is insured up to a value of €25,000. If your watch is worth more, we ship it on request by secure valuables transport with one of our security logistics partners – Galle Werttransport, Prosegur or Ferrari Logistik. Simply get in touch with us about this.

Yes. If you have received a return label from us, the return journey is insured as well. For watches worth more than €25,000 we arrange the return by secure valuables transport.

In rare cases the delivery period cannot be met. Should a delay occur, we will inform you without delay. Your statutory rights remain unaffected.

Please contact us in writing if you are not satisfied with the goods delivered or do not wish to keep them for any other reason. You can withdraw from your purchase at any time within a period of 14 days. We will send you all the return documents you need so that you can send the watch back to us fully insured. The purchase price is refunded after receipt and inspection of the goods, using the same method as the original payment. Further details on the right of withdrawal can be found here.