FAQ

ORDER & STATUS


How do I place an order?

To place an order at malmwatches.com, first select which products you want to buy and then place them in your shopping cart. Proceed to payment and checkout, then follow the guide to fill in your adress and choose payment method. 


Please double check that the information you fill in is correct.

Why have I not received an order confirmation?

When making a purchase malmwatches.com, you should always receive a payment confirmation for your purchase. If you have not yet received a payment confirmation, it is likely that its delayed because of a lot of online visitors and other orders. Therefore, you may not receive this payment confirmation immediately. You can also check your spam so that the confirmation has not ended up there.

Was my order registered?

We offer different payment methods at malmwatches.com, each with its own solution and different steps in their payment processes. In order to handle your purchase in a 100% safe and secure manner, these steps may take some time. Therefore, it may take some time before you get a payment confirmation sent to you. 


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

What is included in my order?

When purchasing a MALM watch at malmwatches.com you will receive a complete watch (case + strap) including our signature, piano laquered wooden watch box. Inside the box you will get a product manual with information about your watch, warranty and watch care. You'll also get a travel pouch for your MALM watch.

DELIVERIES & SHIPPING


Where is my order?

The best way to track your order is by using the tracking number / package ID / shipping ID that has been sent to your email address in connection with your purchase. The courier company (DHL, UPS or other) that we have used to deliver your order has the best insight regarding quetsions anout your delivery. At their websites you can perform the tracking yourself. 


If you have not received any tracking number or equivalent, please contact us at support@malmwatches.com and we will assist you. 

How do I track my order?

The courier company (DHL, UPS or other) that we have used to deliver your order has the best insight regarding questions about your delivery. At their websites you can perform the tracking yourself by copy and paste the tracking number / package-ID / shipping-ID in the search function.


If you have not received any tracking number or equivalent, please contact us at support@malmwatches.com and we will assist you.

When will I get my order?

We strive to deliver your order as quickly as possible. Once your order has been placed, it will be sent from our warehouse the next working day. During weekends and holidays no orders will be sent out. 


In general, following estimates of shipping times can be made (please note that these are estimates and no guarantee): 

- 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

What countries do you ship to?

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 we do not ship to are: 


- Argentina 

- Greenland 

- Iran 

- Iceland 

- Crimea 

- Cuba 

- Lebanon 

- Libya 

- North Korea 

- Somalia 

- Sudan 

- Syria 

- Turkmenistan

Is it free shipping?

For orders placed from malmwatches.com which are to be shipped within Europe, shipping and return shipping (within 30 days) is free.The cost for shipping to other parts of the world will vary depending on size and volume of the order. 


You can control your shipping costs at our check-out to see your calculated shipping fee before making a purchase.

CANGES & CANCELLATIONS


Can I cancel my order?

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


Once you have received your order, you will have 30 days to send it back. If your order has been delivered to a representative, you can ask them to return the package immediately. Only when we receive your return we can refund your money. 


For more information about returns, see "RETURNS" and our return policy.

Can I change my order?

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


You have 30 days to return your order to us, return shipping within Europe is free of charge. Only after we receive your return can we make a repurchase.


For more information about returns, see "RETURNS" and our return policy.

I've received the wrong product, What do I do?

If we have sent the wrong product to you, we are truly sorry for this. 


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

RETURNS


What rules applies if I want to change or send back my order?

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


 To make a return, please contact us at support@malmwatches.com and we will assist you and discuss best practices. You can then, when it suits you, make a new order for the goods you wish to receive instead. Please note that we do not offer the opportunity to change your goods directly. 


The products must be unused and in the same state as when they were received. The products must also be in its 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. 


Any discounts or offers you have taken during a campaign for purchases you wish to return may be used on a new order, provided your new purchase complies with the same requirements. 


Please notice that you are responsible for your products returning to us in the same condition (new notice) as when you received them.Contact us at support@malmwatches.com and we will help you with waybill for your return and further information. 

What is your return policy?

All products purchased directly from our site malmwatches.com can be returned within 30 days from the date the order was made. 


The products must be unused and still in the same condition as when they were received. The products must also be in its original packaging, with intact protective stickers and labels. 


Products purchased directly from our site malmwatches.com must be returned to us for return and full refund. These products can not be returned at a local store or at any of our retailers. 


Below is a step-by-step guide that describes how to perform a return: 


1. Send an e-mail to support@malmwatches.com. Write "Return" as subject heading and enter your name, order number and a return reason. We will respond within 2 business days. 

2. Upon successful return, we will send you a waybill ticket for the shipment. 

3. Pack your goods in a safe and sustainable manner so that your order arrive in the same undamaged condition as you received them. Please use regular packaging if it is not damaged / broken. 

4. Attach the shipping slip to the package and submit it to your local postal agent. 

5. The shipping slip 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 properly in undamaged conditions. 

6. After we have controled and examined that your return are in perfect condition we will arrange your refund. This may take up to 3 days after we have received your return. 

Have my return arrived?

Once the return package has been received on 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 repurchase. 


We appreciate your understanding that this may take several business days, even if 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 support@malmwatches.com if you have any other questions regarding returns.

When will I get my money back?

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 be received within this period, but should have been sent from you as a customer within this period. 


The product must be unused and still in new condition as it was received. The product must also be in its original packaging with intact labels and protective stickers. 


If the return is approved, a full refund will be issued for the order during the same day. Once a refund has been issued by our system, you can expect to see it in your account within 1-3 business days.  

INFLUENCERS, SOCIAL MEDIA & EVENTS


I'm an influencer on social media. Do you want to cooperate with me?

At MALM watches we are constantly looking for interesting profiles and individuals to collaborate with. 


We welcome your interest in such collaborations via collaborate@malmwatches.com. Please provide the following information in your email so that we can answer you easily and quickly: 

- First and last name

- Username and link / links to your pages 

- Email 

- Phone number 

- The country in which you live 


Also please share other relevant information that can be of interest and our marketing department will process your request as soon as possible.

Who do I contact regarding projects and events?

If you are in charge of a project or event, you are welcome to contact us at collaborate@malmwatches.com. 


Enter the following information in your mail so we can respond quickly to your request: 


- First and last name 

- Company / organization / association that you represent 

- Email 

- Phone number 

- Time and place of the event 

- Detailed information about the event

RETAILERS & DISTRIBUTORS


How do I become a reseller for MALM watches?

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 that we can respond quickly to your mail: 

- First and last name 

- Company name and website 

- Country / countries and cities / cities where you are active 

- General information about operations, niche, other brands, etc.

I want to be a distributor for MALM watches. Who can I talk to?

Questions regarding distributors and agencies are referred 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


What payment options do you accept?

At our website malmwatches.com we accept the following:


- American Express 

- MasterCard

- Visa 

- PayPal

What currency do you use?

Prices quoted on our website are quoted in Euro (€). All prices shown include Swedish VAT. 


MALM is not responsible for any currency or conversion fees that your bank or card issuer may use when purchasing on our website.If you have questions about this, please contact your bank for more information.

Is my payment processed safely?

Your transaction and payment information is handled directly by Stripe or PayPa, our payment providers. The use secure encryption and strict bank standard.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.

Do you save my payment information?

MALM neither receives or stores any payment information. All transactions are handled directly by Stripe or PayPal, our payment providers.Your credit card details are sent directly to the bank and can not be read or downloaded by anyone other than your bank.

PRODUCT INFORMATION


Is my watch waterproof?

The MALM watches have a water rating of 5 atm which guarantees a pressure of 50 meters. This means that the watches can withstand more than water splashes, for example, you can shower with your MALM watch. However, we do not recommend swimming or diving with your watch. Complications arising from swimming and diving are not covered by our 24 month warranty.

How do I adjust the size of my strap?

You can easily adjust the strap on your watch. The manual contained in the watch box contains pictures that describe how to do it. Below is an explanation in text:


- It is the long part of the strap that can be adjusted. By moving the buckle up or down along the link, you adjust the size. 

- Make sure that the buckle is open and not closed. You can not wear the watch while adjusting the size, but you have to take on and off the watch every time to try the fit. 

- Lift the bar (it has the MALM logo on it) so that the buckle is completely open. 

- The buckle is clamped with a bracket that you need to lift up, preferably with a small screwdriver or such. The vracket has a 5 mm wide hole in it where you put the screwdriver into and gently bend up. Be careful so that you do not scratch your watch. 

- Now the buckle is not clamped in the bracelet anymore and you can easily adjust the desired size. 

- You can easily push the clip back by hand without any tools.

What movement is it in my watch?

The MALM watches are powered by a Swiss quartz movement called Ronda 762 caliber. This is a premium quartz movment developed according to Swiss tradition of high performing watch making.


The Ronda 762 is a two handed (no second hand) movement which is famous for its accuracy, durability and energy-saving functionality (battery life about 10 years).

What is my watch made out of?

All MALM watches are made of stainless steel (316L), this applies to both watch case, case back, strap and buckle. All watch dials are cut out of real marble. Every MALM watch is also equipped with a domed/vaulted sapphire crystal glass, which is a scratch-resistant glass of the absolute best quality.

What are the size of my watch?

The size of watches is often given in mm and refers to the diameter of the watch case. The DIANA collection from MALM watches is 38 mm in diameter, height is 8 mm. The distance between the lugs is 18 mm wide. You can change the size of the strap yourself (min - max:  150-205 mm).

How do I set the time?

You set the time by turning the crown when it is in an extended position. When you press the crown back to its original position, the watch starts running. 

WARRANTY


How long is my warranty?

The warranty for a MALM watch is valid for twenty four (24) months from date of purchase to the original (read first) purchaser. After this warranty period, all repairs are subject to a service fee. 

What's included in the warranty?

The MALM watches are considered premium watches and made to meet high quality standards.The guarantee for a MALM watch is valid for twenty four (24) months from date of purchase. After this warranty period, all repairs are subject to a service fee. 


The warranty covers the following manufacturing errors:- Watch case

- Dial 

- Hands 

- Crystal 

- Strap

- 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. The customer may be subject to product shipping costs. 


Your receipt and proof of payment are very important and a prerequisite for using the warranty.If your watch has a defect within the scope of being a warranty claim, please contact our customer service at support@malmwatches.com. Please try to include the following information if possible: 

- Order number 

- Pictures of the watch and the damage 

- Receipt / proof of payment 

- First and last name 

- Address 

- E-mail and / or telephone number

What is not included in the warranty?

Your warranty is subject to the following exceptions and limitations: 


- The product is damaged due to inappropriate and negligent use (marks, buckles and damage to the product, broken crystal). 

- Damage caused by fire, water or natural disaster. 

- Natural aesthetic changes that occurred during normal use and aging (minor scratches, shade changes and dirt, or other marks in materials and bands). 

- Replacing the battery. 

- Costs for international cargo and telephone calls.

CONTACT

Do you not find what you are looking for? Send us a message and we will help you.