Question 1

Who's behind Formex?

Accepted Answer

Formex Watch SA is an independent watch manufacturer based in Biel/Bienne, Switzerland. The enthusiast-based brand was founded in 1998 by two Swiss brothers, both watchmakers and enthusiasts alike. They wanted to combine their passion for watches with their love for motorsports and are the inventors of the patented Case Suspension System.

In 2016, 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. Raphaël combines his family's expertise in the manufacturing of watch components with his thrive of breaking boundaries, taking risks and testing limits.

Question 2

How do I buy a Formex watch or accessory?

Accepted Answer

Explore the Formex Online Boutique to discover and purchase your next timepiece. We offer free returns on unworn watches within 30 days to ensure your satisfaction.

We also invite you to discover our trusted retail partners worldwide here.

Moreover, we'd love to welcome you at our Formex Showroom in Biel, Switzerland, from Monday to Friday. We kindly ask you to schedule an appointment at your convenience by email : info@formexwatch.com

You can follow us on Facebook and Instagram to stay up to date. If you want to get notified about new releases and special limited editions 24 hours before they are publicly announced, subscribe to our Newsletter or become a member of our Formex Watch Club on Facebook.

Question 3

Can I adjust the strap size myself?

Accepted Answer

Yes.

When you order a watch on a strap or a stainless steel bracelet, we always ask you to provide your wrist size (what's my wrist size?). This way, we can pre-size the strap or bracelet for you, allowing you to try on the watch right out of the box. Please be aware that adjusting the length yourself would void eligibility for a free return and full refund.

Stainless steel bracelets can be shortened or lengthened with the Formex screwdriver provided in the box. If you need extra links, they are available online: https://formexwatch.com/collections/accessories/?_bc_fsnf=1&FILTER=STRAPS

Do not hesitate to watch our instructions videos to see how to adjust your bracelet: https://youtube.com/playlist?list=PLFDUVWldy2JeegTbVfU7rLbOk36RgmUYx&si=7H_orSKxt1CdE8cU

Question 4

Can I add a note to the gift?

Accepted Answer

Yes. Add what you want to write to the “Customer Notes” section in the checkout page.

Question 5

Is the Credit Card payment option safe?

Accepted Answer

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.

Question 6

Can I pick up my order at your offices?

Accepted Answer

Most certainly! We’d love to have a chat with you and offer you a coffee. Please reach out to us before you place your order, using the "Contact us" form on the bottom of this page. 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.

Question 7

I ordered the wrong watch/accessory. What now?

Accepted Answer

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 by email to support@formexwatch.com or in the live chat.

WATCHES

You have 30 days to send your watch back. However, for an exchange or full refund, the watch must be unworn, which means there can’t be any signs of wear and it has to be in its original packaging with all manuals and warranty cards. Send us an e-mail at support@formexwatch.com and we'll send you a return label and instructions. Please do not return your watch by creating your own shipping label as we won't be able to refund shipping costs and taxes/duties that may apply to your return. Watches that show signs of wear will be returned to you and no refund will be issued.

ACCESSORIES

All accessories are consumables and are not eligible for free returns. If you opt to return accessories separately from your watch order, kindly be informed that you will bear the responsibility for the return shipping expenses. To streamline the process and facilitate accurate Swiss customs declaration, please reach out to us via email at support@formexwatch.com . We will provide you with a pre-paid shipping label for your convenience. Please note that the shipping costs incurred during the initial shipment and the return shipment, along with any applicable taxes and duties, will be deducted from your refund amount.

We refund amounts paid to the same initial payment method.

Question 8

I want to report an issue with my watch

Accepted Answer

Before sending your watch in, please get in touch with us. We'll provide you with the details of a Formex certified watchmaker who can assist you.

Please send us the following details by email to support@formexwatch.com :

- a picture of the warranty card of your watch

- a video or a picture of the issue

- your shipping address and phone number

Please be aware that taxes and duties may apply depending on the country you're shipping from. You can request reimbursement at your country's customs office. To do this, you'll typically need to provide the tracking numbers for both shipments. We suggest keeping them readily available.

Question 9

Instructions and technical specifications

Accepted Answer

In our website, you will find all technical specifications on each model page: https://formexwatch.com/

Please do not hesitate to watch our instructions videos: https://youtube.com/playlist?list=PLFDUVWldy2JeegTbVfU7rLbOk36RgmUYx&si=7H_orSKxt1CdE8cU

If it did not help, please contact us by email at info@formexwatch.com

Question 10

What makes Formex watches special?

Accepted Answer

Formex, established in 1999 and based in Biel/Bienne Switzerland, is a family-owned-and-operated independent watch manufacturer at the intersection of breakthrough engineering and unique design.

The family's deep roots and ties to high-end watch component manufacturing explain the innovative features and use of materials that provide Formex watches with unparalleled functionality, comfort, and durability.

Besides their patented case suspension system, Formex is a pioneer in gradual Micro-adjustment clasp systems, available in all Formex bracelets and straps. Each model features a tool-less quick-release system making the changing of a straps or even a bezels possible in seconds.

Every Formex is built to be worn and enjoyed as an everyday timepiece (GADA - go anywhere, do anything). Featuring the highest mechanical accuracy standards in the industry (COSC certification) with one of the thinnest and lightest cases in the sports watch category, while still boasting 100 meters or more of water resistance.

Want to know more? Read the detailed brand profile, written by Mainspring.Watch at https://www.mainspring.watch/formex.

Question 11

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

Accepted Answer

If you have already placed your order, please note that Formex custom makes each order, therefore allow up to 5 days for us to assemble, test, control, pack and ship your watch. We ship international orders via DHL Express, which typically takes 3 to 7 days for delivery. Once your order is dispatched, you will receive a confirmation Email with a tracking link and options to re-route and schedule your delivery. Please note that choosing a DHL pick-up location is unfortunately not possible.

If you have pre-ordered a model that is temporarily out of stock, expected delivery information can be found on the product page in the black infobox above the "Pre-Order Now” button.

If you have any further questions, please contact us by e-mail at info@formexwatch.com or via Live Chat on our website during our opening hours.

Question 12

Can I change a Formex strap by myself?

Accepted Answer

Yes, all our watches are equipped with either a custom quick-release system or conventional quick-release spring bars, which you can change on your own without the use of any tools.

Do not hesitate to watch our instructions videos to see how to change straps : https://youtube.com/playlist?list=PLFDUVWldy2JeegTbVfU7rLbOk36RgmUYx&si=7H_orSKxt1CdE8cU

Question 13

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

Accepted Answer

Yes. Just tick the box “Add an alternative delivery address” and add the shipping address. The billing and shipping addresses must be in the same country.

Question 14

What payment options are available?

Accepted Answer

Payment options vary depending on shipping country and are processed through Formex's merchant of record, Global-e.

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 in 4 instalments: you can select Klarna at check-out if available for your country.

Question 15

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

Accepted Answer

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: all orders are delivered upon signature by DHL Express. As soon as your order is shipped, you will receive a confirmation email with a tracking link. DHL On-Demand Delivery allows you to modify certain shipping preferences. For example, you may choose to have your package left with a neighbor if they know you aren't going to be in. Please note that choosing a DHL pick-up location is unfortunately not possible.

Question 16

Can I return my watch?

Accepted Answer

Yes. You have 30 days to send your watch back. However, for an exchange or full refund, the watch must be unworn, which means there can’t be any signs of wear and it has to be in its original packaging with all manuals and warranty cards. Send us an e-mail at support@formexwatch.com and we'll send you a return label and instructions. Please do not return your watch by creating your own shipping label as we won't be able to refund shipping costs and taxes/duties that may apply to your return. Watches that show signs of wear will be returned to you and no refund will be issued.

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

Question 17

What’s covered by the warranty?

Accepted Answer

Any Formex is protected by a three-year warranty which covers defects or malfunctions, such as manufacturing defects or movement malfunctions, that occur without external influence.

In such a case, please send us the following details by email to support@formexwatch.com :

- a picture of the warranty card of your watch

- a video or a picture of the issue

- your shipping address and phone number

Please be aware that if the watch has been opened by a non-official Formex watchmaker or if the issue is caused by magnetization, shock, abnormal use, or neglect, the warranty may not be applicable and service costs and shipping will be charged.

Question 18

What happens if a model is currently not available?

Accepted Answer

It sometimes happens that our models are sold out. If you are particularly interested in a watch model that is currently not available, we invite you to click on the "Notify me when available" button on the model page, so you will be among the first to know when it is available.

Question 19

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

Accepted Answer

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

Question 20

Can I order a Formex with gift wrapping?

Accepted Answer

Yes. Please add a comment in the “Customer Notes” section when completing your order and we will wrap the watch as a gift.

Question 21

Can I track my shipment?

Accepted Answer

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

Question 22

Can I return my strap/clasp/other accessories?

Accepted Answer

All accessories are consumables and are not eligible for free returns. If you opt to return accessories separately from your watch order, kindly be informed that you will bear the responsibility for the return shipping expenses. To streamline the process and facilitate accurate Swiss customs declaration, please reach out to us via email at support@formexwatch.com . We will provide you with a pre-paid shipping label for your convenience. Please note that the shipping costs incurred during the initial shipment and the return shipment, along with any applicable taxes and duties, will be deducted from your refund amount.

Question 23

How do I take care of my Formex correctly?

Accepted Answer

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.

Question 24

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

Accepted Answer

You can follow us on Facebook and Instagram to stay up to date. If you want to get notified about new releases and special limited editions 24 hours before they are publicly announced, subscribe to our Newsletter or become a member of our Formex Watch Club on Facebook.

We do not offer sales or discounts on our watches, since our direct to consumer pricing model is already calculated tightly to offer you the best quality to price ratio.

Please also check out our article about Black Friday:

https://formexwatch.com/blogs/formex-world/does-formex-offer-any-black-friday-discounts-no-because/

Question 25

Is my shipment covered by insurance?

Accepted Answer

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

Question 26

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

Accepted Answer

You have 30 days to send your watch back. However, for an exchange or full refund, the watch must be unworn, which means there can’t be any signs of wear and it has to be in its original packaging with all manuals and warranty cards. Send us an e-mail at support@formexwatch.com and we'll send you a return label and instructions. Please do not return your watch by creating your own shipping label as we won't be able to refund shipping costs and taxes/duties that may apply to your return. Watches that show signs of wear will be returned to you and no refund will be issued.

Question 27

Bezels

Accepted Answer

Our Reef 42 bezels are compatible with both Reef & Reef GMT models. The only difference will be the number of clicks and the direction of the turns:

Reef GMT bezel on Reef GMT: bi-directional 48 clicks

Reef DIVER bezel on Reef GMT: bi-directional 120 clicks

Reef DIVER bezel on Reef DIVER: uni-directional 120 clicks

Reef GMT bezel on Reef DIVER : bi-directional 48 clicks

Reef 39.5 bezels are only compatible with the Reef 39.5

All available bezels are online: https://formexwatch.com/accessories/bezel/

Question 28

What level of quality can I expect from Formex?

Accepted Answer

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 thorough 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.

Question 29

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

Accepted Answer

Taxes and duties are included in our prices based on the destination country's customs regulations. If they are not included, you can see the additional charges which be applied at checkout.

For the following countries, taxes and duties are already included in the price: Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, the United Kingdom, and the United States.

For shipping addresses in Mexico, orders are limited to a maximum amount of USD 1,000.00 in order to avoid any issues with local customs.

Please contact us by Email at info@formexwatch.com or through our LIVE chat to check if you would need to consider additional taxes and duties for your order. Thank you.

Question 30

Can I return my watch if I want to change order modalities?

Accepted Answer

If your order has not been shipped, you can cancel your order and place it again. However, if you would like to return your watch to change an order modality, such as change of payment method or similar, shipping cost will be deducted from your refund.

Question 31

How often should a mechanical watch be serviced?

Accepted Answer

We advise to send your watch in every 5 years for a service.

Before sending your watch in, please get in touch with us. We'll provide you with the details of a Formex certified watchmaker who can assist you.

Please send us the following details by email to support@formexwatch.com :

- a picture of the warranty card of your watch

- a video or a picture of the issue

- your shipping address and phone number

A cost estimate will be shared with you.

Question 32

Do I have to pay for shipping?

Accepted Answer

We are pleased to offer free worldwide shipping on all watch orders. For accessory orders under CHF 200.00, additional shipping costs may apply, which will be calculated at checkout.

Question 33

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

Accepted Answer

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

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