How can we assist you?

Choosing the right watch can be difficult, and there are often questions we can’t answer clearly on the website. In these cases, contact us and we’ll be happy to help. Below are some commonly asked questions that may help you make your choice. 

Contact Us

General

Who’s behind Formex?

Formex Watch SA, is an independent watch manufacturer based in Biel/Bienne, Switzerland. The enthusiast-based brand was founded in 1998 by Hans Peter Grädel and his Partners. They are the inventors of the patented case suspension system. In 2015 the company was taken over by Raphaël Granito, a young entrepreneur from Biel/Bienne, who changed the business model and transitioned the brand into the digital age. Granito combines his family's expertise in watchmaking with his love for high octane action sports.

Shopping Questions

Who do I contact if I have questions about the ordering process?

During our business hours, MO-FR 8AM-12PM / 2PM-5PM in Swiss timezone (GMT+2), you can reach us via the live chatbox on our website. If the chatbox is not live, you can reach us by sending us a message with the contact form. 

What happens if a model is currently not available?

It happens sometimes that our models are sold out. If you are particularly interested in a watch model that is currently not available, please contact us, so we can inform you when it is back in stock or hold one for you.

How can I stay informed about special deals and new model releases?

As a watch manufacturer with a direct-to-consumer approach, we use the web as preferred channel to release our news. You can follow us on Facebook and Instagram to stay up to date and subscribe to our newsletter here. 

What level of quality can I expect from FORMEX?

All Formex watches are tested for their robustness, functionality and waterproofness thoroughly. We only use the highest quality of materials, which are worked on with a high level of know-how and craftsmanship. All Formex models undergo a tough series of lab tests to simulate wear and tear before they get certified. All components are quality checked after every manufacturing step, before they make it into one of our watches. We offer a 3-year warranty on all Formex timepieces.

How do I buy a FORMEX watch?

Browse through our online store and pick your favorite model. You can indicate your wrist size (measure it with our wrist size measurement) and add your watch to the basket. Check your order and proceed to check out. If you have any questions about the ordering process, please contact us and we're happy to assist. 

Where can I buy Formex watches and accessories?

A Formex watch can be bought directly on our online store or through a handful of carefully selected distributors. 

Straps & Bracelets

Can I adapt the strap size myself?

Leather straps can’t be adapted in size and should be ordered by providing the correct wrist size. 

Rubber straps can be adapted by removing the buckle and shortening the strap with a pair of scissors.

Titanium and stainless steel bracelets can be shortened or lengthened with the appropriate tools. 

Can I change a FORMEX strap by myself?

Yes, all our watches are equipped with standard issue spring bars, which you can change on your own with the appropriate tool. The Motorsport model's straps are attached to the watch head by allen screws, for which you get tools when buying a watch. The Element and Essence model's straps feature the Quick Release system, allowing to change straps and bracelets without the use of any tools. 

Do all straps and bracelets in the online store fit all watch models?

No. To find the strap that fits your Formex watch, go to Accessories and tap your model. 

Gift Options

Can I add a note to the gift?

Yes, add what you want to write to the “order notes” section in the check-out page.

Can I have the watch sent to somebody else’s address?

Yes, just tick the box “shipping to a different address” and add the shipping address.

Can I order a FORMEX wrapped as a Gift?

Yes, please add a comment in the “order notes” section when completing your order and we will wrap the watch as a gift.

Payment

Is the credit card payment option safe?

Yes, none of your credit card data gets stored on our site. Security is handled by Stripe, PayPal and Klarna which are world-leading online payment providers.

What payment options are available?

VISA and MasterCard credit cards

PayPal

Bank transfer: If you choose to pay by bank transfer, your order will be shipped after the payment reaches our account. Please choose to carry any processing fees that your bank may charge or your payment will not arrive in full.

Payment by installments: more information to follow

Shipping

Can I pick up my order at your offices?

Most certainly! We’d love to have a chat with you and offer you a coffee, just mention it in the order notes. You can visit us Monday through Friday during office hours. If you would like to come and check out our collections, please call us ahead to make an appointment.

What happens if I’m not home when my shipment arrives?

In Switzerland: The mail man will leave a collection slip in your mailbox, which you can use to pick up your package at your local post office the next day.

International: UPS will leave a slip in your mail box with contact information. You can contact them to set a new delivery time or change your delivery address.

Can I track my shipment?

As soon as we ship your order, you will get an E-mail with your tracking information.

Is my shipment covered by insurance?

Yes, all shipments are insured for the full value by our courier service.

When can I expect my shipment?

Our orders get shipped within hours of you placing them. Orders placed on weekdays before 2pm (CET) are shipped on the same day. Domestic orders usually get to you the next day (+1 day for remote areas). International shipment within Europe take between 2 and 3 days and Intercontinental orders take between 2 and 4 days.

Do I have to pay additional taxes and duties when receiving a FORMEX watch?

No, the prices you see in our online store are definite and no additional taxes, duties or fees will occur.

Do I have to pay for shipping?

At Formex we ship all our watches for free, world- wide, no exceptions.

Accessories with a shopping cart value of less than 200 USD cannot be shipped for free internationally and will have additional shipping cost.

Returns

I ordered the wrong watch/accessory. What now?

If we haven’t processed your order yet, you can use your Formex account to cancel your order and change it. You can also contact us at support@formexwatch.com or by phone +41 32 333 24 55.

What happens to my payment after I send the watch back?

After we checked your watch for any signs of usage, we will refund your amount paid to the same initial payment method. 

When can I return a watch and expect a full refund?

The watch can’t be worn, which means there can’t be any signs of wear and it should be in its original packaging with all manuals and warranty cards.

Can I return my watch?

Yes, you have 30 days to send your watch back, no questions asked. Just send us an e-mail at support@formexwatch.com and we’ll get in touch to organize everything.

Warranty

Which address should I send repairs to?

Our shipping address is: Formex Watch SA, Repairs & Services, Wasserstrasse 42, 2502 Biel/Bienne, Switzerland. +41 32 333 24 55

What’s covered by the Warranty?

Our warranty covers defects or malfunctions, such as manufacturing defects or movement malfunctions, that occur without external influence.

In such a case, you can return the watch and we repair or replace it free of charge.

How do I take care of my FORMEX correctly?

You can wear your watch in any situation. However, if you wear it in salt water or in a dusty environment, it’s best to rinse it off with fresh water afterwards to keep it nice and shiny. In general, the best way to clean your Formex is with a soft cloth and warm water. Don’t use any chemical products. To clean in between the case suspension, crown and pushers as well as in between the links of a titanium bracelet, simply use a smooth toothbrush. To clean your leather band, moisten a cotton cloth with warm water, add one drop of moisturizing liquid hand soap and create suds. Gently wipe the watch band, then remove the soap residue, lay it in a well-ventilated area away from direct sunlight and apply some neutral leather conditioner once it’s completely dry.

How do I send my watch for repair?

Please send it to our address:

Formex Watch SA

Repairs & Services

Wasserstrasse 42

2502 Biel/Bienne

Switzerland

+41 32 333 24 55

Make sure you label your shipment as a "Watch repair" or "Watch service", so no taxes and duties are charged. We can’t accept a shipment that is not declared correctly, as we would wrongfully incur taxes and duties.

How often should a quartz watch be serviced?

A quartz watch needs a battery change about every second year. This can easily be done by a watchmaker near you, or you can send it to us.

How often should a mechanical watch be serviced?

We advise to send your watch in every 5 years for a service. We will check your FORMEX and contact you to let you know what needs be done and how much it will cost.