FAQ - FREQUENTLY ASKED QUESTIONS

ORDER & STATUS

To place an order at malmwatches.com, select which product(s) you want to buy and add them to your shopping cart. Proceed to payment and checkout, then follow the instructions to fill in your address and choose your payment method.

Please double-check that the information you provide is correct.

When making a purchase from malmwatches.com, you should always receive a payment confirmation for your purchase. If you have not yet received a payment confirmation, the most likely cause for delay is high volume of other orders, so don't worry if you don't receive this payment confirmation immediately. You can also check your spam folder, in case the confirmation has landed there by mistake.

If you have not received an order confirmation within 24 hours, please contact us at info@malmwatches.com and we will assist you.

We offer a choice of payment methods at malmwatches.com, each with its own processes. In order to handle your purchase in a 100% safe and secure manner, these processes may take some time. Therefore, you may not receive your payment confirmation immediately.

If you have not received an order confirmation within 24 hours, please contact us at info@malmwatches.com and we will assist you.

When purchasing a MALM watch at malmwatches.com you will receive your watch in our luxury piano laquered wooden watch box. Inside the box you'll find a product manual with information about your watch, warranty and certificate of authenticity card, cloth, and a tool for changing watch straps and buckle.

DELIVERY & SHIPPING

The best way to track your order is by using the tracking number/package ID/shipping ID sent to your email. The courier company (DHL, UPS, or otherwise) has the best insight regarding your delivery. Their websites offer tracking services so you can follow the progress of your order.

If you have not received a tracking number, please contact us at info@malmwatches.com and we will assist you.

Have you pre-ordered a watch? All pre-orders are made to order, usually with long waiting periods. For information about deliveries read this information, check for information about deliveries on the relevant product page, or contact us at info@malmwatches.com for updates.

The courier company (DHL, UPS, or otherwise) has the best insight regarding your delivery. Their websites offer tracking services so you can follow the progress of your order.

If you have not received a tracking number, please contact us at info@malmwatches.com and we will assist you.

We assemble your watch upon order, and strive to dispatch your order as quickly as possible (most often the same or next business day). During weekends and holidays no orders will be sent out.

In general, the following estimates of shipping times can be used as a guide (though please note that these are estimates and not guarantees):
- Domestic (Sweden): 2-4 business days
- Europe: 5-8 business days
- North America: 7-14 working days
- Rest of the world: 12-20 working days

Have you pre-ordered a watch? All pre-orders are made to order, usually with long waiting periods. For information about deliveries read this information, check for information about deliveries on the relevant product page, or contact us at info@malmwatches.com for updates.

We strive to deliver to customers all over the world. However, there are some exceptions where the couriers can not deliver for various reasons. The countries/regions we do not ship to are:

- Argentina
- Greenland
- Iran
- Iceland
- Crimea
- Cuba
- Lebanon
- Libya
- North Korea
- Russia
- Somalia
- Sudan
- Syria
- Turkmenistan
- Ukraine

For orders within Sweden, Denmark and Finland shipping and returns are free (within 30 days). In Europe and other parts of the world vary in the cost of shipping depending on the size and volume of the order. If you want your order delivered outside of Europe and are thinking about your shipping cost, our checkout will calculate the shipping for you.

CHANGE & CANCELLATION

If you want to cancel your order, please contact us as soon as possible at info@malmwatches.com. If we do not cancel your order, it is because it has already been sent out.

If you wish to return your order once you have received it, we operate a 30 day returns policy. Only when we receive your return can we refund your money.

For more information about returns, see our return policy.

If you want to change your order, please contact us as soon as possible by emailing info@malmwatches.com. If we can not help you, it's because your order has already been shipped out.

You have 30 days should you wish to return your order to us. Return shipping within Sweden is free of charge. Only after we receive your return can we process a repurchase.

For more information about returns, see our return policy.

If we have sent the wrong product to you in error, we are truly sorry for the inconvenience.

Please contact us at info@malmwatches.com and we will do everything we can to help you.

RETURNS & EXCHANGES

If you are not satisfied with your purchase at malmwatches.com and would like to change or return a product, you can choose to send it back to us for a full refund within 30 days after delivery.

To initiate a return, please contact us at info@malmwatches.com. We will arrange a suitable return for your particular situation. You can then, at your convenience, make a new order for the goods you wish to receive instead. Please note that we do not offer direct exchanges.

In order to claim a full refund the product(s) must be unused and in the same condition as when they were received. The product(s) must also be in original packaging with intact labels and protective stickers.

Items purchased directly from our website malmwatches.com must be returned to MALM for a replacement. The products can not be exchanged at a local store or at any of our retailers. If you purchased your MALM product through one of our authorized retailers and have questions about returns, please contact your retailer directly regarding your return.

In the case of a return where discounts or offers were applied to the original purchase, the same discounts or offers may be applied to a new order, provided your new purchase complies with the same requirements and is made at the same time as your return.

Please note that you are responsible for your products returning to us in the same condition as when you received them. Contact us at info@malmwatches.com and we will be happy to provide a return label and further information.

It is always the customer's responsibility to pursue cases against shipping companies in the event of, for example, damaged, missing, or stolen returns.

All products purchased directly from our site malmwatches.com can be returned within 30 days of delivery.

The product(s) must be unused and in the same condition as when received. The product(s) must also be in the original packaging, with intact protective stickers and labels.

Products purchased directly from our site, malmwatches.com, must be returned directly to us, not to a local store or any of our retailers.

It is always the customer's responsibility to pursue cases against shipping companies in the event of, for example, damaged, missing, or stolen returns.

Below is a step-by-step guide that describes how to perform a return:
1. Send an e-mail to info@malmwatches.com. Write "Return" and your order number in the subject line. Please provide us with your name and your reason for the return. We will respond within two business days.
2. We will send you a waybill ticket for the return shipment.
3. Pack your goods safely so that they arrive in the same condition in which you received them. Please use the original packaging if it is not damaged/broken.
4. Attach the shipping slip/waybill to the package and submit it to your local postal agent.
5. The shipping slip/waybill contains a tracking number you can use to track your return. Keep in mind that you are responsible for ensuring that the products are delivered in undamaged condition.
6. After we have assessed your return, and are satisfied it is in perfect condition, we will arrange your refund. This may take up to 3 days after we have received your return.

Once the return package has been received at our warehouse, it is processed and inspected before we accept or decline your return. We will contact you via email when we have completed your return.

We appreciate your understanding that this may take several business days, though we work as fast as we can.

Please note that MALM is not responsible for items lost or damaged during return. Therefore, we recommend that you follow the advice and suggestions that our customer service provides. Please contact us at info@malmwatches.com if you have any other questions regarding returns.

Once we have received your return it is examined and inspected before we accept or decline the return. The product must first and foremost be returned within 30 days. It does not need to arrive within 30 days, but should have been sent from you within this period.

The product(s) must be unused and still in new condition, as when received. The product(s) must also be in original packaging with intact labels and protective stickers.

Once a refund has been issued by our system, you can expect to see it in your account within 1-3 business days.

AIR WEAPON WATCHES & MILITARY COLLABORATION

Who is allowed to buy the respective air force or navy watch from MALM is not determined by MALM but by the division/squadron/company with which the watch was developed.

MALM's military watch project is tailored to suit each group and we provide both large and small groups with personal watches. If you belong to a division/squadron/company or other military group that is interested in developing a watch together with us at MALM - get in touch at info@malmwatches.com or call 013 - 600 12 and we will tell you more.

RETAILERS & DISTRIBUTORS

If you are responsible for a store and/or webshop and are interested in becoming an authorized reseller for MALM watches, you are welcome to contact us at collaborate@malmwatches.com.

Please provide the following information so we can respond quickly to your email:
- First and last name
- Company name and website
- Country/countries and city/cities where you are active
- General information about operations, niche, other brands, etc.

Questions regarding distributors and agencies are best addressed to collaborate@malmwatches.com.

Please provide the following information to enable us to respond quickly to your mail:
- First and last name
- Name of company
- Country/countries you are active in
- Relevant information about the business, other collaborations, brands, etc.

PAYMENTS, PAYMENT OPTIONS, & FEES

At our website, malmwatches.com, we accept the following:
- Klarna
- American Express
- MasterCard
- Visa
- PayPal

Prices quoted on our EU-website are quoted in Euro (€).

MALM is not responsible for any currency or conversion fees that your bank or card issuer may assess when you make a purchase from our website. If you have questions about this, please contact your bank for more information.

Your transaction and payment information is handled directly by Stripe or PayPal, our payment providers. They use secure encryption and strict banking standards. Your credit card details are sent directly to the bank and can not be read or downloaded by anyone other than your bank – not even by MALM.

MALM neither receives nor stores any payment information. All transactions are handled directly by our payment providers, Stripe or PayPal. Your credit card details are sent directly to the bank and can not be read or downloaded by anyone other than your bank.

WARRANTY

MALM watches are considered premium watches, and are made to meet high quality standards. As such, the warranty for a MALM watch is valid for five (5) years from date of purchase. After this warranty period all repairs are subject to a service fee.

The warranty covers manufacturing errors or defects in the following:
- Watch case
- Dial
- Hands
- Crystal
- Straps (including clasps and buckles)
- Movement

If the product is returned during the warranty period, the defective watch or watch parts will be repaired or replaced by MALM at no extra cost, within a reasonable time after the product has been returned.

Your receipt and proof of payment are required to make a warranty claim. If your watch has a defect within the scope of the warranty, please contact our customer service at info@malmwatches.com.

Please include the following information if possible:
- Order number
- Pictures of the watch and the damage/defect
- Receipt/proof of payment
- First and last name
- Address
- E-mail and/or telephone number

If you purchased your MALM product through an authorized MALM dealer, please contact them regarding warranty, warranty claims, service matters, and returns.

Your warranty is subject to the following exceptions and limitations:
- Damage due to inappropriate, careless, or negligent use (marks, dents, broken crystal, and other accidental damage to the product).
- Damage caused by fire, water, or natural disaster.
- Natural aesthetic changes that occur during normal use and ageing (minor scratches, shade changes and dirt, or other marks in materials and straps).
- Replacing the battery.

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