Frequently Asked Questions
Orders & Products
Do you sell only pre-owned watches?
No. We offer a curated selection of new, pre-owned, and vintage timepieces from prestigious brands such as Rolex, Patek Philippe, Audemars Piguet, and more.
Why are “new” watches not described as “brand new”?
At Waltana, we sell only 100% authentic watches. However, we are not — and do not claim to be — an Authorized Dealer for any of the brands featured on our website. As a result, even if a watch is in unused and unworn condition, we refrain from advertising it as “brand new” in accordance with brand and distribution policies.
Are all watches authentic?
Yes. Every watch we sell is 100% authentic and comes with the original brand's international warranty when available.
Are the photos and descriptions of pre-owned or vintage watches accurate?
Yes. For all watches listed as pre-owned or vintage, the images and descriptions shown on our website represent the exact watch being offered for sale. This includes the condition of the watch, its accessories, and any accompanying documentation. The presentation shown — both visual and written — forms the basis of the item as sold.
Can I request a specific model not listed on the site?
Absolutely. We offer sourcing services to help you find the watch of your dreams. Contact us directly to discuss your request.
Payment & Pricing
Which payment methods do you accept?
We accept bank transfers, cash (in person, within Swiss legal limits), and credit cards. For credit card payments we kindly ask a commission as follows: (1,3%* to 2,2%* & 3,3%**commission will be applied according to the card used and payment method).
*1,3% on CH credit cards, except for American Express.
**2,2% on worldwide credit cards, except for American Express and China Union Pay cards.
***3,3% on all American Express and China Union Pay cards and all payments by link (ie: if we send you payment link by e-email to be paid by credit card)
Swiss residents can also pay in instalments through our financing partner HeyLight AG. Contact us for details.
Are prices inclusive of VAT?
Yes. Swiss VAT (8,1%) is included in the listed prices when applicable.
Do I have to pay customs duties or taxes if I order from outside Switzerland?
Yes. For international deliveries, the customer is responsible for all applicable customs duties, import taxes, and fees.
Can I buy tax-free if I live outside Switzerland?
Yes. If your permanent residence is outside Switzerland, we provide the export documents you need to recover the Swiss VAT. See our Tax Free page for the conditions and documents required, or read our guide for visitors buying a watch in Switzerland.
Shipping & Delivery
Do you ship internationally?
Yes. We offer hassle-free worldwide shipping.
Is shipping free?
We offer free delivery within Switzerland. For international orders, shipping fees will apply.
How long does delivery take?
Watches in stock are typically shipped within 1-3 business days after payment confirmation. Delivery times vary depending on the destination and carrier.
Can I track my order?
Yes. Once your order is dispatched, we will provide you with a tracking number.
What taxes do I pay for international shipping?
Swiss VAT is not charged. The export value on the shipping documents matches the amount you paid. Import duties and taxes in your country of residence are your responsibility, and we are happy to help you estimate them before you buy.
Returns & Exchanges
What is your return policy?
You have the right to return a product within 14 calendar days of delivery, provided the item is unused, unworn, and returned in its original condition and packaging.
How do I initiate a return?
Please notify us in advance by email at contact@waltana.ch. Returns without prior notification may be refused.
Are return shipping costs covered?
No. The customer bears the cost and risk of the return shipment. We recommend using an insured, trackable delivery service.
Can I return a custom or special-order watch?
Custom or special-order watches ("on demand") are not eligible for return unless defective.
Warranty & Repairs
Do your watches come with a warranty?
Waltana does not provide an additional warranty on pre-owned watches. However, many watches are sold with their original manufacturer's warranty, which may still be valid at the time of purchase at Waltana. Even when expired, the original warranty certificate is an important document that helps preserve the authenticity and long-term value of the watch and its complete set.
What does the manufacturer’s warranty cover?
The warranty covers manufacturer defects only and excludes normal wear and tear, water damage due to misuse, physical shocks or accidents, and unauthorized repairs or modifications.
Do you offer repair services?
While we do not offer in-house repair services, we guide you to our partner authorized service center or assist in coordinating repairs with the manufacturer.
Contact & Support
How can I contact you?
You can reach us via email at contact@waltana.ch or by phone at +41 79 125 38 39.
Do you have a physical store?
We operate online and we are also available in our office in Lausanne, Switzerland. Meetings can be arranged by appointment.
Do you offer consultations for watch purchases?
Yes. Whether you are choosing your first significant watch or looking for a specific reference to complete your collection, we will advise you with no obligation to buy. Contact us to arrange a call or an appointment in Lausanne.
If you have any other questions or need further assistance, please don't hesitate to contact us.