FAQs

Our most commonly asked questions - If you cannot find an answer to your question feel free to contact us and we will get back to you as soon as we can.

BUYING A WATCH

How can I pay?

We've got your payments covered with options that suit your needs. Our main form of payment is through bank transfer. However, you can pay with any major credit and debit cards, online or in-store (subject to possible fees). Plus, we're not limited to borders - we can handle bank transfers whether they're from right around the corner or from overseas. If you have any questions or need more info, feel free to ask.

Can I pay upon delivery or do I have to pay for the watch in advance?

All watches must be paid for upon collection in person or prior to the watch being shipped. If you would like to try it on before paying, you would be most welcolme to visit us in person. However, if you do not like your watch, see our returns policy for more information.

How do I know your watches are genuine?

Every watch of ours is authenticated and inspected by our watchmaker prior to being put on sale, to ensure it is running smoothly and up to manufcaters standards. Furthermore, all our watches are checked on the UK watch register, to ensure it's not lost or stolen.

I'm looking for a certain watch, can you help?

Yes of course! Our expert procurement team can use their wide reach into market and private collections to source even the hardest to find timepieces.Reach out to one of our team and they will be happy to help you.

Can I part exchange my watch?

We are happy to take part exchanges from a large variety of brands, subject to inspection. Fill out the trade your watch form, with details of your timepiece and the watch you are looking to buy. Our team will then come back to you with a quote on your timepiece.

SELLING A WATCH

What options do I have to sell my watch?

At Onaro, we offer two ways to sell your watch: Consignment or an outright sale. Trust in our expertise as industry leaders to ensure you receive a fair and competitive offer. Sell your watch confidently, knowing you're in the hands of professionals dedicated to transparency and customer satisfaction.

What ID do you need to see from me?

We only purchase watches on site at our premises - we request that you bring with you photographic ID and a proof of address dated within the last 3 months. We cannot accept mobile phone bills as a proof of address.

We accept the following documents:

- Driving Licence

- Passport

- Bank Statement

- Water, Gas, Electricity Bill

Do I need the original box and papers for the watch?

Original box and papers is always advantageous as it helps with the provenance and re-sale of the watch. However, it is not required as we are aware they can be mis-placed over the years and lost. Original purchase receipt is a great addition if you still have it. But it is not required and will not affect the re-sale value.

How will I be paid and how long will it take?

All payments regarding the sale of a watch will be made by bank transfer. We do not offer cash payments. For customers with UK bank accounts please allow upto 3 hours for the payment to be received. For customer's with international bank accounts, payments usually take 1-2 business days to be received. In busy times these timelines may take a little longer.

How long does it take to receive an offer for my watch?

During business hours, it usually takes a few hours for us to come back to you with a preliminary offer on your watch. Outside business hours, please allow more time for us to come back with an offer. However, we endeavour to reply as fast as possible to all enquiries.

RETURNS

Our Returns and Exchange Policy

For any watch purchased from Onaro online we offer a 14-day returns window in which you can return it and exchange it for another watch or receive a full refund.

This is subject for a few conditions that must be met in order for the return to be valid.

1. Condition and Accessories: The watch you return must be in the same pristine condition as when it was initially received, with all original accessories, paperwork, and warranty cards included. While trying on the watch, we ask you to be careful not to cause any marks or scratches on the watch or its strap.

2. Returns Tag: If the watch arrived with a returns tag, it must remain intact and unaltered when you send it back

3. Protective Stickers: Ensure that any protective stickers on the watch remain in place and are not removed.

In the event that the returned watch exhibits signs of damage, such as marks, scratches, or removed stickers, you may be subject to a fee of up to 25% of the original sales price, contingent upon the condition of the returned watch.

In regards to in-store purchases, we do not offer refunds. However, if you return the watch within the 14 day period, we will give you the option to exchange your watch or we can give you a credit note for the value of the watch, subject to the conditions outlined above with regards to the condition.

Please adhere to these guidelines to ensure a hassle-free return or exchange process. Should you have any additional questions or require further assistance regarding returns, don't hesitate to reach out to us.

WARRANTY

Warranty small print

The Onaro warranty aligns with the terms and conditions specified in the manufacturer's warranty. It's important to highlight that the standard manufacturer warranty excludes coverage for the following: theft or loss of your watch, wear-and-tear, accidental damage and water damage sustained from submersion in water, which contradicts the manufacturer's guidelines. Additionally, if there has been any modifications made to the watch this will invalidate your warranty, This includes the addition or substitution of components with aftermarket products not supplied by the manufacturer. If your watch has a mechanical fault and still has an active manufactuers warranty, we require you to inform us prior to taking your watch to another dealer or manufactuer approved repairer. Failure to do so will void your warranty with Onaro and we will not be liable for any costs associated with the repair. When sending an item back to us for a warranty claim, you will be liable for the cost and arrangement of adequate insurance for your watch to be shipped back to us.

If I have a problem with my watch, what do I do?

If the watch your purchased still has an active manufactuers warranty then you would send the watch back to the manufactuer for repair. This can be done via us or by visiting your local authorised dealer. Please note that we require you inform us if you plan to take your watch to another dealer or manufactuer approved repairer in advance. Failure to do so will void your warranty with Onaro and we will not be liable for any costs associated with the repair. In the case that your watch is not longer covered by a manufactures warranty but is within your warranty period with Onaro, then you may send your watch back to us for inspection and repair, in conjunction with the manufacturer if required.

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