Frequently Asked Questions
Order Information & Shipping
I can't place my order.
If you are having trouble with the ordering process, please contact us and we will place the order manually for you.
I have not received an order confirmation.
If you have not received an order confirmation, please proceed as follows:
- Check if the order confirmation might have ended up in your spam folder.
- Did you possibly enter your email address incorrectly?
- Contact us via WhatsApp or email with the following details: Name / ordered item / proof of payment (if available), and we will be happy to assist you.
For every successfully placed order, a confirmation is automatically sent to you via email. If you have not received an email, please go through the steps mentioned above, as it could be that we did not receive your order, and your delivery cannot be sent.
Is delivery to a DHL Packstation or post office branch possible?
We also ship with DHL to Packstations or post office branches. You can provide the respective address when placing your order. If you have difficulties entering it, you can simply add the desired delivery address in the comments field.
Packstation number or post office branch number: This is the identification number of the Packstation or post office branch to which the shipment is to be delivered. As the customer, you must ensure that you provide the correct number so that your shipment is delivered correctly.
Post number: As a customer using a Packstation, you usually have a personal post number. This number is required to assign the shipment to the correct recipient.
Customer information: Standard details such as name, address, and contact information are required to ensure that the shipment is correctly addressed and the customer can be contacted if necessary.
My package status with UPS is not changing.
If your package status with UPS has not changed for several days, you have the option to select a preferred delivery location or neighbor through the UPS shipment link. This change will trigger a new scan by UPS, and in most cases, the package will then be delivered. If this is not the case, feel free to contact us.
How long is the delivery time? Is express shipping available?
Standard shipping usually takes 1-3 business days. Orders are processed and shipped from Monday to Saturday. No shipping occurs on public holidays in the state of NRW.
Express orders (Mon-Thu) received by 12 PM will be delivered by 6 PM the next business day. Please note that express orders placed on Friday cannot be delivered on Saturday.
Are deliveries to international locations possible?
At the moment, we are shipping for an extra fee of €14.90 to Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland (including Åland), France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (including Canary Islands), Sweden, Switzerland.
After your payment is authorized and verified, it can take up to 24 hours to process your order, excluding weekends and holidays. Please allow 24-48 hours for your tracking details to update. Please feel free to contact us for any more information about international delivery.
How does the refund process work for Swiss customers in our online shop?
- You place the order through our online shop to your German address.
- You receive the purchase invoice by email upon shipping.
- You pick up the shipment at the German delivery address.
- You go to the German customs office with the purchase invoice and the goods and have the export confirmed with a stamp.
- You send the invoice with the export stamp back to us.
- We will refund the VAT either via bank transfer or PayPal, depending on the payment method you used.
Please note that you have 3 months for the export.
Can my order be shipped as a gift?
We would be happy to ship your order as a gift. Please simply note this in the comments field when placing your order. There will be no price tag included.
I chose prepayment as the payment method and transferred the amount. How long will it take until I receive the order?
Please note that it may take an additional 2-3 days if you pay by bank transfer. Real-time transfers are usually processed on the same day.
How much are the shipping costs?
No shipping costs apply within Germany and to Austria. Returns are only free within Germany.
International Delivery: At the moment, we are shipping for an extra fee of €14.90 to Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland (including Åland), France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (including Canary Islands), Sweden, Switzerland.
If the delivery is to a non-EU country, additional customs duties, taxes, or fees may apply, which are not to be paid to us but to the relevant customs or tax authorities. We recommend checking the details with the customs or tax authorities before placing your order. European Commission Taxation and Customs, regarding import sales tax under EZT Online, and especially for Switzerland under Tares.
Express Shipping: For express shipments within Germany, we charge €14.90 regardless of payment method and order value, with delivery from Monday to Friday.
Which shipping service provider is used?
We standardly ship the ordered goods with UPS.
Express shipments are sent either with FedEx or UPS.
What payment methods are offered?
We accept the following payment methods:
- Cash on collection
- Giropay
- Purchase on account
- Credit or debit card
- Direct debit
- Cash on delivery
- PayPal
- PayPal Pay Later
- Installment payment
- Instant transfer
- Prepayment
How do I place an order?
- Select an item and add it to your shopping cart. Click on the shopping cart. A window will open, displaying the selected product(s). There, you can also enter a coupon code if you have one.
- Next, click on "Checkout." You will be redirected to complete your order. If you already have a customer account, you can log in. If you do not have an account, you can place an order as a guest. To do this, enter your details under the "Personal Information" section.
- Once this is done, you can choose your payment and shipping method. (If you scroll down on our website, you will find all relevant details under the "Support" -> "Shipping & Payments" section.)
- Under "Additional Information," you can leave a comment if you have any special requests.
- Finally, you need to accept our terms and conditions (AGB) and click on "Place Order with Obligation to Pay" to complete your purchase.
When will my package arrive?
As soon as your order has been shipped, you will receive a shipping confirmation email from us. Shipping is usually done with UPS and takes 1-3 business days. You can set a preferred delivery date/location via the UPS link.
Can I change the delivery address afterwards?
Unfortunately, changes to the delivery address are not possible after the package has been picked up from us. Before shipping, you can contact us and we will try to change the address.
Once your package has been picked up from us, you can only attempt to select a neighbor delivery or preferred delivery location via the UPS shipping link to ensure the package reaches you.
Returns and Refunds
Which items cannot be returned and when will the purchase price not be refunded?
Items that are outside the return period unfortunately cannot be returned. Additionally, we cannot refund the purchase price if the item shows signs of use, such as wear marks, scratches, or used straps (e.g., leather bands, rubber straps). We also cannot accept shortened watches for return. Missing accessories (such as bands) or visible damage to the item itself will also prevent us from accepting a return.
Where can I check the status of my return?
Currently, it is not possible to check the status of your return. Returns are usually processed and refunded within 3-5 days after receipt. We will contact you if there are any issues.
Can I return my watch in the store?
Returning in the jeweler's store in Solingen is possible. Please note that the refund will be processed through the original payment method. An exchange on-site is also possible.
Can I return items from different shipments?
We are happy to provide you with a UPS return label for all items.
I received the wrong item. What can I do?
We’re sorry that you received the wrong item. Please contact us by email so we can send you a return label for the incorrect item. Once the return is received, we will ship the correct item to you.
How long does the refund for my return take?
The refund for the return takes 3-5 days. You will receive a confirmation email once the processing and refund of your return are complete. The refund will always be processed through the original payment method. For prepayment, it may take 1-2 additional days depending on the bank for the amount to be credited back to your account.
Can I return a used item and get a refund?
No, worn items are excluded from returns. We do not accept used watches for purchase.
Manage customer account
How can I return my order?
You can register your return directly in our returns portal.
How can I subscribe or unsubscribe from the newsletter?
You can manage you Newsletter subscription under the following Link: https://www.rm-time.com/Service/Newsletter/
How can I request the deletion of my customer data? How can I delete my customer data/customer account?
SYou can request the deletion of your data at any time. Please send an email with your deletion request to support@rm-time.de.
How can I update my customer data?
You can make the changes yourself in your customer account or inform us via email at support@rm-time.de.
Cookie & Privacy Policy
To provide you with the best possible browsing experience on our website and to display tailored advertising, we use cookies and tracking methods. Detailed information can be found in our privacy policy.
I forgot my password. How can I get a new one?
If you have forgotten your password for logging into your customer account, simply use the "Forgot Password?" button. You can find this button directly under the login option for your customer account.
Repair and service
How can I request a repair?
Here’s how to file a complaint for a defective product or a warranty claim:
We want to ensure that you are always satisfied with our products. If a product is defective or a warranty case arises, please follow the steps below to quickly and easily file your complaint:
Contact Us: Please submit your complaint using the form below. If you need assistance with filling out the form, our customer service is available via email at support@rm-time.de or by phone at 0212/73871660.
Required Information: Please have your order number, a description of the problem, and, if possible, photos of the defective product ready. This information helps us process your complaint quickly.
Return Instructions: Our customer service will provide you with instructions for returning the defective product after your request has been processed. This usually takes no longer than 24 hours.
Inspection and Processing: After receiving the defective product, we will inspect the damage and contact the manufacturer immediately. Depending on the results of the inspection, the product will be repaired, replaced, or a refund will be offered.
Our goal is to make the process as smooth as possible and ensure you receive a prompt solution. Thank you for your trust and cooperation!
For any additional questions, our customer service is available at any time.
What is the status of my repair?
You can contact us for the status of your repair. Please note that we need to consult with the respective repair center, as repairs are carried out directly by the manufacturer.
Can I have the battery of my watch replaced?
We are happy to replace the battery of your watch. Depending on the brand and model of your watch, the battery replacement can be done directly at our jeweler or may take some time. Please note that we are unable to perform water resistance tests on-site.
Can I have the bracelet of my watch shortened or lengthened?
We offer the shortening or lengthening of watch bracelets. Please note that this will void the right of withdrawal, as we cannot accept returns of customized items. If additional links are needed beyond what is included in the package, we can request the cost for you.
Das Kürzen von Uhrenarmbändern in unserem Juwelier vor Ort ist kostenfrei.
Gerne können Sie auch nach Ihrem Online-Kauf zu uns in die Filiale kommen um Ihre Uhr anpassen zu lassen. Wir würden Sie nur bitten dafür vorab einen Termin zu vereinbaren, da wir dafür gerne etwas Zeit einplanen.
Can I order spare parts from you?
We can order spare parts for you, such as replacement straps or individual bracelet links for your watch. Please feel free to contact us for this.
What are the warranty terms?
We guarantee every customer who purchases a new watch or piece of jewelry from us that the item is free from material and manufacturing defects (durability guarantee). The customer receives a corresponding warranty card with the purchase of the watch or jewelry item. The warranty period is two years from the date of purchase, unless a different period is stated in the product description. Some items are shipped without a warranty card; in such cases, the purchase receipt (invoice) serves as proof of warranty.
In addition, we provide a durability guarantee for all services performed by us (especially repair work). This warranty applies exclusively to the work carried out and the parts replaced. The warranty period for service work is one year from the date the customer is notified that the watch is ready for collection or has been returned, unless stated otherwise.
The customer must notify us immediately upon becoming aware of a potential warranty case to prevent further damage. In the event of a warranty claim, we will repair the watch or piece of jewelry at no additional cost to the customer. If the repair is unsuccessful after three attempts, we will — in the case of a warranty on new goods — either provide the customer with a new or comparable model or refund the purchase price.
If the customer wishes to make a warranty claim, please contact us by email at support@rm-time.de. We will send you a free UPS shipping label. It is important that you include the purchase receipt (invoice) or warranty card, along with a detailed description of the damage. In the event of a warranty claim, we will cover the costs of shipping to and from us as well as the transport risk, provided that the shipment is handled by the shipping company designated by us. Any customs duties, import taxes, or other fees incurred upon return of the watch in the destination country are the responsibility of the recipient.
The warranty on new products and service work does not cover:
- Damage caused by improper use of the watch, particularly damage resulting from impact or shock.
- Damage resulting from improper repairs not carried out by Sinn Spezialuhren.
- Normal wear and tear, especially on watch straps and cases.
- The loss of water resistance in waterproof watches more than 24 months after the date of purchase.
- Repair services performed under warranty, statutory warranty claims, or goodwill repairs.
The warranty on service work additionally excludes:
- Older watches that can no longer be fully restored to working condition.
This warranty does not affect the customer’s statutory warranty rights.
The territorial scope of this warranty is worldwide.
My watch is broken / not working.
Thank you for your interest in our paid repair service.
Please note that for all repairs outside the warranty period, a flat fee of 25 euros applies for shipping to the repair center of the respective brand and processing. This fee also applies if you reject the cost estimate. Additionally, we can only accept watches and jewelry from brands that we currently carry in our online shop for repair.
You can send your repair item to us by mail or bring it to us in Solingen. We recommend contacting us in advance to let us know if we can carry out the desired repair.
Contact Form
The address for sending or bringing defective watches/jewelry is:
SARU Trading GmbH
RM Time
Grüntraße 5
42697 Solingen
For warranty or guarantee cases, please report them here:
Can I bring any watch in for repair?
We only offer repairs for brands that we carry in our range.
We can also change the batteries of almost any watch on site.
Frequently asked questions
Can I purchase a gift voucher?
Gift vouchers can be purchased in our RM Time jewelry store at Grünstraße 5 in Solingen or online at the following link: Gift voucher
How can I remove scratches from sapphire crystal?
Scratches on sapphire crystal can usually be easily removed with an eraser. The marks on your sapphire crystal are often just abrasions from other objects that have touched your watch.
How does the VAT refund process work for you as an international customer in our online shop?
Steps for VAT Refunds on Orders from Outside Germany:
- Place Your Order: Complete your purchase through our online shop, using a German shipping address.
- Receive Invoice and Export Document: After your order has been shipped, you’ll receive both the purchase invoice and a pre-filled export document via email. Both documents are required for customs processing.
- Pick Up Your Order: Collect your order at the specified German delivery address.
- Obtain Customs Export Stamp: Present both the invoice and the export document at German customs and have them stamped as proof of export. This customs stamp is essential for the VAT refund process.
- Submit the Stamped Original Documents: Send the stamped original invoice back to us by post. (You may also send a scanned copy via email as long as the original follows.)
- Receive Your VAT Refund: Once we receive the stamped original invoice, we will refund the VAT. The refund will be processed via bank transfer to a German account or via PayPal, depending on your original payment method.
Important: You have a maximum of three months to export the goods. This timeframe is essential for VAT eligibility.
Additional Notes on VAT Refunds:
To ensure a smooth VAT refund process, it’s important to obtain the export confirmation from German customs in a timely manner. VAT refunds (19% in Germany) are available to international customers who fulfill the export requirements.
I have not received my invoice.
Please note that our invoices are usually issued 1-3 days after your order has been shipped. If you have not received your invoice after this period, please check your spam folder as emails can sometimes be mistakenly moved there.
For orders paid in advance, we do not send a separate invoice before shipment.
If you have not received your invoice within three days of dispatch or if you have any further questions, please do not hesitate to contact us at support@rm-time.de. We will be happy to help you.
Can I pick up my watch in Solingen?
Collection in Solingen is possible during our opening hours. You can either choose to collect your purchase online or contact us to arrange an appointment.
Please note that not all items shown as available online are also available to view in our store.
Parking is available in front of the store.
Payments can be made in cash, by EC or credit card.
Why don't Tissot and Mido have a paper warranty card?
Since 2023, Tissot and Mido no longer provide paper warranty cards, but RIS Electronic Warranty and a Black Card with QR code with access to Register My Watch / Register your watch. Each watch is digitally activated by us before shipping via the QR code on the respective label of the watch. The warranty is then digitally registered with the respective brand and is valid for 2 years.
COSC-certified chronometers have an extended warranty; this is specifically indicated for the relevant items in our online store. For Mido, for example, this is 5 years from 2023.
How do I redeem a discount code or voucher during the order process?
You can redeem a discount code or voucher in the shopping cart.
Why is my discount code or voucher not working?
Please note the redemption conditions. You are welcome to contact us if you have any questions.
Can I have my watch engraved by you?
We do not offer engraving of watches.
How long will a reservation be held?
We will be happy to reserve your desired item for you on site. Reservations are usually held for 14 days or until the desired date specified by you.
Why does advance payment only count for bank transfers and not for PayPal? Answer
For us, advance payment means payment by bank transfer. This payment method is free of charge for us as a dealer, which means that we can pass on the cost savings directly to our customers. However, when paying via PayPal, there are fees of around 3%, which we as a merchant are charged. In order to give you the opportunity to benefit from the full savings when paying in advance, this option only applies to bank transfers.
Do you offer tax-free shipping for international business customers with a VAT number?
Yes, we can provide tax-free shipping (intra-community delivery) for business customers within the EU who have a valid VAT number.
To process your order tax-free, please send us an email with the following details:
- Company name
- Address
- Country
- Valid VAT number
Once we have verified your information, we will issue a tax-free invoice and send it to you by email.
Please note: For international shipping, we charge a flat rate of €14.90, which will be added to your order total.
Wedding ring consultation
How much time should I plan for a wedding ring consultation?
An intensive consultation on high-quality materials and design options for wedding rings takes about an hour on average. To ensure that we have enough time to design your wedding rings for eternity, we recommend making an appointment in our store in advance.
How can I determine my ring size?
In Germany, two different sizes are used for rings. One is the finger circumference (inner ring circumference, e.g. 52, 54) and the other is the inner diameter (e.g. 18, 19). The finger circumference provides the more precise information.
How do you determine your ring size?
The easiest way is if you already have a suitable ring to hand that you can measure. If this is not possible, you can determine the inner circumference of the ring yourself using a piece of paper. To do this, wrap a thin strip of paper tightly around your knuckle, mark the right spot with a pencil and then measure the length.
Please note that the circumference of your finger may change depending on the time of day and temperature and therefore the ring size may also vary.
You are welcome to contact us if your desired ring is not available in the required size.
Can I return engraved rings?
Individualized products cannot be returned.
Waste disposal
Note on the disposal of used batteries
In connection with the sale of batteries and rechargeable batteries, we as a retailer are obliged under the Battery Ordinance to inform you as a consumer of the following: You are legally obliged to return batteries and rechargeable batteries.
You can return them after use to our sales outlet (SARU Trading GmbH (RM Time), Grünstr 5, 42697 Solingen), to a municipal collection point or to your local retailer.
Batteries containing harmful substances are marked with a symbol consisting of a crossed-out dustbin and the chemical symbol (Cd, Hg or Pb) of the heavy metal that is decisive for the classification as containing harmful substances.
The crossed-out wheeled garbage can symbol means that the battery must not be disposed of with household waste.
Pb = battery contains more than 0.004% lead by mass
Cd = battery contains more than 0.002% cadmium by mass
Hg = Battery contains more than 0.0005% mercury by mass.
Hirsch-Bracelet
Why should I choose a Hirsch bracelet?
Hirsch watch straps are of the highest quality, with an average of thirty quality tests conducted on each strap before it goes on sale. This is the only way to ensure quality and guarantee durability. A watch strap faces many everyday challenges such as heat, humidity, salt, and chlorinated water. It also has to endure sweat and humidity in saunas, chemicals from sunscreens, UV light, environmental influences, dirt, and abrasion.
How do I properly care for my Hirsch bracelet?
The care of the Hirsch bracelet should be carried out at regular intervals. It is best to avoid cleaning agents, even if they are specifically for leather, for example. Instead, a slightly damp cloth is sufficient, and for heavy soiling, cleaning under running water is also possible, but this should not be done for an extended period. Afterward, just let it dry, either with a cotton cloth or air-dry directly on the wrist.
How do I find the right length and lug width for my Hirsch bracelet?
It's best to measure the lug width of the existing strap at the spring bar, or alternatively, measure between the lugs of the watch. Lug widths range from 9 mm to 30 mm. For the length, ideally, take the measurements of a well-fitting watch strap. You will need both parts of the watch strap. Measure the buckle and the long part with the holes, then add them together to get the total length. If the strap is measured with the watch case, you need to subtract the case size. Standard case sizes for men are 40 mm and for women 30 mm.
Water resistance of my watch
Water-resistant watches
Water-resistant watches provide watch enthusiasts the opportunity to use their timepieces underwater. However, there are important aspects to consider before taking a watch into the water. The water resistance specifications, often indicated in meters, can be misleading. For example, a watch that is rated to be water-resistant up to 50 meters should not be used for swimming. This is because the pressure ratings are based on laboratory tests and do not reflect the real conditions encountered while swimming or diving.
What does water resistance mean in watches?
Water resistance is usually indicated in bars or ATM (atmospheres). A pressure of 5 bars corresponds to a water resistance of 50 meters, and 10 bars correspond to 100 meters. However, caution is needed: these values refer to static pressure. Under real conditions, such as swimming, the pressure increases significantly due to movement and currents. Therefore, a watch rated for 5 bars is only suitable for splash resistance, not for prolonged water exposure.
What should you pay attention to with water-resistant watches? Several factors can influence a watch's water resistance:
- Crown and pushers: They should not be operated underwater unless specifically designed for it. A securely screwed-down crown provides optimal protection, while open crowns can allow water to enter.
- Seals: Over time, the seals of a watch can become porous due to sunlight, saltwater, or sweat. It's advisable to have the seals checked regularly, ideally annually.
- Special testing procedures: Dive watches must undergo strict tests before being certified as such. These tests check water resistance, readability, and shock resistance under various conditions.
Benefits of water-resistant watches: Water-resistant watches not only provide protection from water but also feature durability and robustness. Here are some advantages:
- Longevity: Their resistance to water and environmental influences keeps the watch functional for many years.
- Safety: For divers, water-resistant watches are essential for measuring important functions like decompression times.
- Versatility: Whether swimming, diving, or in everyday life, water-resistant watches offer protection in various situations.
Care and maintenance of water-resistant watches: Even a water-resistant watch requires regular care to ensure its functionality. After swimming in the ocean, the watch should be thoroughly rinsed with fresh water to remove any saltwater residue. Additionally, prolonged exposure to sunlight or sauna conditions should be avoided, as this can negatively impact the seals.
How water-resistant are watches with a 5 bar rating?
Watches with a water resistance rating of 5 bar are tested for pressures up to 50 meters but are not suitable for prolonged swimming or diving. This rating refers to static pressure under laboratory conditions, not to actual use in the water.
Why should the crown and pushers not be operated underwater?
Operating the crown or pushers can compromise the watch's water resistance, allowing water to enter the case. A screwed-down crown provides optimal protection.
How often should the seals of a water-resistant watch be checked?
The seals of a water-resistant watch should be checked at least once a year to ensure they are not porous or damaged.
