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Customer
Service

How can we help you?

Choosing a watch can be difficult, and there are often questions we can’t answer clearly on the website. In these cases, contact us and we’ll be happy to help. Below are some commonly asked questions that may help you make your choice.

General

  • Who’s behind Formex?

    Formex was founded 1998 by Hans Peter Grädel and his Partners. They are known to manufacture sporty watches with a patented case suspension system. In 2015 the company was taken over by Raphaël Granito, a young entrepreneur from Biel/Bienne, who changed the business model and transitioned the brand into a direct to consumer online sales model by the end of 2016. Under the claim #betweenyouandus, the brand now exclusively sells to its customers directly over the Formex Online Store. Granito combines his passion for watchmaking and design with his love for adrenaline laden action sports and the quest for precision and speed.

Shopping questions

  • Who do I contact if I have questions about the ordering process?

    You can fill in our contact form, if you have any questions regarding the ordering process or should you have a technical problem while ordering.

  • What happens if a model is currently not available?

    It happens sometimes that our models are sold out. If you are particularly interested in a watch model that is currently not available, please contact us, so we can inform you when it is back in stock or hold one for you.

  • How can I stay informed about special deals and new model releases?

    As online watch brand, we use the internet as preferred channel to release our news. You can follow us on Facebook and Instagram to stay up to date and subscribe to our newsletter here.

  • What level of quality can I expect from FORMEX?

    All FORMEX watches are tested for their robustness, functionality and waterproofness thoroughly. We only use the highest quality of materials, which are worked on with a high level of know-how and craftsmanship. All Formex models undergo a tough series of lab tests to simulate wear and tear before they get certified. All components are quality checked after every manufacturing step, before they make it into one of our watches. We offer a 3-year warranty on all Formex timepieces.

  • How do I buy a FORMEX watch?

    Choose a collection on our website and pick your favorite model. You can indicate your wrist size (measure it with our wrist size Measuring tool) and add your watch to the basket. Check your order and procced to check out. If you have any questions about the ordering process, please shoot us a message here.

  • Where can I buy FORMEX watches and accessories?

    All FORMEX watches are sold straight from the Headquarters in Biel/Bienne on the Online Store. This way, you as our customer benefit form prices that are much more competitive and free of distributor and retailer margins. In the watch industry, it is usual to mark up the cost it takes to produce a watch by a multiplier of 6-10 to reach the market price. At Formex, we pride ourselves in never exceeding a multiplier of 3, in fact most of the time we even apply a multiplier of 2.5. Which covers all our costs and leaves us a fair margin to develop new, state of the art, high quality watches for you.

Bracelet

  • Can I adapt the strap size myself?

    Leather straps can’t be adapted in size and should be ordered in the correct size.

    Silicone straps can be adapted by removing the buckle and shortening the strap with a pair of scissors.

    Titanium and stainless steel bracelets can be shortened or lengthened by a watchmaker near you with the additional links supplied by us.

  • Can I change a FORMEX strap by myself?

    Yes, most of our models are equipped with standard issue spring bars, which you can change on your own. The TS3100 model family’s straps are attached to the watch head by allen screws, for which you get tools when buying a watch.

  • Do all straps and bracelets in the online store fit all watch models?

    No. Straps and bracelets with a width of 22mm will fit on the Formex collections AS1100, DS2100 & TS3100. The straps and bracelets with a width of 25mm will fit on the Formex ELEMENT collection. If you possess an older FORMEX model, for which you can’t find a replacement strap, please contact us.

  • How do I know my wrist size?

    When ordering in our store, you can use our wrist size measuring tool to find your perfect size. Make sure to print our the tool unscaled at 100% size. Most printers are set to scale the documents at 93%.

Gift options

  • Can I add a note to the gift?

    Yes, add what you want to write to the “order notes” section in the check-out page.

  • Can I have the watch sent to somebody else’s address?

    Yes, just tick the box “shipping to a different address” and add the shipping address.

  • Can I order a FORMEX wrapped as a Gift?

    Yes, please add a comment in the “order notes” section when completing your order and we will wrap the watch as a gift.

Payment

  • Is the credit card payment option safe?

    Yes, none of your credit card data gets stored on our site. Security is handled by PayPal which is the world-leading online payment provider.

  • What payment options are available

    PayPal and credit card

    Payments can be done via PayPal even without PayPal account. Just enter your credit card info and pay as a guest.

    Bank transfer

    If you choose to pay by bank transfer, your order will be shipped after the payment reaches our account. Please choose to carry any processing fees that your bank may charge or your payment will not arrive in full.

    Payment by payment slip

    This option is only available in Switzerland.

    With the monthly invoice (PowerPay) – you can pay your online purchases easily by invoice with a part payment option. MF Group / PowerPay as an external payment service provider offers the payment method “payment via invoice”. At the end of the payment process PowerPay takes over the resulting invoice requirement and handles the corresponding payment option. By selecting the monthly invoice you accept the terms and conditions of PowerPay. (powerpay.ch/en/agb).

    Please note that if you choose to pay in instalments, there will be an administration fee from the second invoice on. Additional fees will apply according to the terms and conditions of PowerPay, if you choose to pay in instalments or if you do not meet the payment deadline of the invoice.

Shipping

  • Can I pick up my order at your offices?

    Most certainly! We’d love to have a chat with you and offer you a coffee, just mention it in the order notes. You can visit us Monday through Friday during office hours. If you would like to come and check out our collections, please call us ahead to make an appointment.

  • What happens if I’m not home when my shipment arrives?

    In Switzerland: The mail man will leave a collection slip in your mailbox, which you can use to pick up your package at your local post office the next day.

    International: UPS will leave a slip in your mail box with contact information. You can contact them to set a new delivery time or change your delivery address.

  • Can I track my shipment?

    As soon as we ship your order, you will get an E-mail with your tracking information.

  • Is my shipment covered by insurance?

    Yes, all shipments are insured for the full value by our courier service.

  • When can I expect my shipment?

    Our orders get shipped within hours of you placing them. Orders placed on weekdays before 2pm (CET) are shipped on the same day. Domestic orders usually get to you the next day (+1 day for remote areas). International shipment within Europe take between 2 and 3 days and Intercontinental orders take between 2 and 4 days.

  • Do I have to pay additional taxes and duties when receiving a FORMEX watch?

    No, the prices you see in our online store are definite and no additional taxes, duties or fees will occur.

  • Do I have to pay for shipping?

    At FORMEX we ship all our watches for free, world- wide, no exceptions.

    Accessories with a shopping cart value of less than 200 USD cannot be shipped for free internationally and will have additional shipping cost.

Returns

  • I ordered the wrong watch/accessory. What now?

    If we haven’t processed your order yet, you can use your FORMEX account to cancel your order and change it. You can also contact us at support@formexwatch.com or by phone +41 32 333 2455.

  • What happens to my payment after I send the watch back?

    If you made your payment with PayPal, we inspect the watch once we receive it, and refund your payment in full as soon as we have checked the watch.

    If you made your payment via bank transfer, we inspect the watch once it gets to us and refund you via bank transfer.

  • What do I have to pay attention to for a return?

    The watch can’t be worn, which means there can’t be any signs of wear and it should be in its original packaging with all manuals and warranty cards.

  • Can I return my watch?

    Yes, you have 30 days to send your watch back, no questions asked. Just send us an e-mail at support@formexwatch.com and we’ll get in touch to organize everything.

Warranty

  • Which address should I send repairs to?

    Our shipping addres is: FORMEX WATCH SA, Wasserstrasse 42, 2502 Biel/Bienne, Switzerland. +41 32 333 24 55

  • What’s covered by the Warranty?

    Our warranty covers defects or malfunctions, that occur without external influence, such as manufacturing defects or movement malfunctions that are not caused by external influence.

    In such a case, you can return the watch and we repair or replace it free of charge.

Service and Repairs

  • How do I take care of my FOMREX correctly?

    You can wear your watch in any situation. However, if you wear it in salt water or in a dusty environment, it’s best to rinse it off with fresh water afterwards to keep it nice and shiny. In general, the best way to clean your FORMEX is with a soft cloth and warm water. Don’t use any chemical products. To clean in between the case suspension, crown and pushers as well as in between the links of a titanium bracelet, simply use a smooth toothbrush. To clean your leather band, moisten a cotton cloth with warm water, add one drop of moisturizing liquid hand soap and create suds. Gently wipe the watch band, then remove the soap residue, lay it in a well-ventilated area away from direct sunlight and apply some neutral leather conditioner once it’s completely dry.

  • How do I send my watch for repair?

    Please send it to our address: FORMEX WATCH SA, Wasserstrasse 42, 2502 Biel/Bienne, Switzerland. +41 32 333 24 55

    Make sure you label your shipment as a repair/service shipment, so no taxes and duties are charged. We can’t accept a shipment that is not declared correctly, as we would wrongfully incur taxes and duties.

  • How often should a quartz watch be serviced?

    A quartz watch needs a battery change about every second year. This can easily be done by a watchmaker near you, or you can send it to us.

  • How often should a mechanical watch be serviced?

    We advise to send your watch in every 5 years for a service. We will check your FOMREX and contact you to let you know what needs be done and how much it will cost.

Contact us

We could not answer your question? Get in touch with us here, we are more than happy to assist you.