Help Center

Payment

I have problems shopping in the online store. How can I get help?


Send us an e-mail to molard.souvenirs@gmail.com, call us on +41 22 311 47 40 or visit our shop in Geneva. We are looking forward to help you.




Can I also place my order by phone or e-mail?


No, an order by phone or e-mail is not possible.




How do I know that my order was successful?


In the case of an online order, an automatically generated order confirmation email informs the customer that his order has arrived at molardsouvenirs.com.




Is the VAT included in the prices?


The prices include the statutory Swiss VAT (TVA).




Does molardsouvenirs.com deliver for free?


Yes, deliveries within Switzerland and the Principality of Liechtenstein are free. For deliveries abroad, shipping costs are added, provided the order value of the goods does not exceed CHF 500. In any case, other costs such as customs, VAT, etc. of the clients country are at the expenses of the client.




I ordered the wrong article, what can I do?


You can send us an email molard.souveinrs@gmail.com, you can cancel the order at any time or return it within 14 days (see detailed information in the return policy). Then you can order the right article at molardsouvenirs.com again.




Why did't I receive any order confirmation?


The order confirmation will be automatically sent to the e-mail address you provided. Occasionally these emails end up in the spam folder or can not be delivered due to an error when typed in the order form.





Shipping

Are all products in stock and available immediately?


We can not be sure the item has not been sold in our store minutes before but normally we have all items in stock. When in store the item is shipped within 1-3 business days. When in stock at the supplier it will be ordered by us and will be sent to you immediately. This usually happens within 5-10 working days.




Can I pick up the ordered item in the store in Geneva?


Yes, we would be pleased to welcome you personally in our store in Geneva. When ordering, under Shipping options, select "Pickup in store". As soon as your item is ready for collection, we will send you an e-mail.




How will my order be shipped?


Deliveries in Switzerland and the Principality of Liechtenstein are made by Swiss Post (A-Post). The packages are usually sent registered. For delivery abroad either Swiss Post, TNT or FedEx is responsible.




Can I also receive my order via express?


Yes, for an extra charge, express delivery is available for products stored at molardsouvenirs.com. The corresponding option can be selected in the order process.





Return

Does molardsouvenirs.com have a right of return?


Yes, molardsouvenirs.com grants customers with domicile Switzerland and the Principality of Liechtenstein a right of return of 14 days. This period begins on the day the order arrives at the customer. Requirement for a return are: the products must be returned completely and intact. Labels, protective films and other product protection are included and must also be returned. In addition, the customer has to pay attention to an adequate packaging. Returns are at the expense and risk of the customer and must be registered. Foreign deliveries are not subject to the right of return and can not be returned. The right of return may also exclude specially marked products.




What do I do if I do not like the item?


molardsouvenirs.com grants customers with domicile in Switzerland and the Principality of Liechtenstein a right of return of 14 days. This period begins on the day the order arrives at the customer.
Requirement for a return are: the products must be returned completely and intact. Labels, protective films and other product protection are included and must also be returned. In addition, the customer has to pay attention to an adequate packaging.
Returns are at the expense and risk of the customer and must be registered.
Foreign deliveries are not subject to the right of return and can not be returned.
The right of return may also exclude specially marked products.




Who pays for the return?


The costs for the return are at the expense of the customer.




What happens to my payment when I return an order?


After checking your returned item the amount of your order will be refunded.





Warranty

Is there any guarantee?


Yes, manufacturers generally offer a minimum of 2 years warranty. For accessories manufacturers offer different warranty services. You can find out about it in the product details under "Warranty" on the respective product page.




What are the warranty terms?


The warranty terms of the respective manufacturer are always and exclusively valid. In the event of a warranty claim, the manufacturer has the following options for claim settlement: repair, replacement or reimbursement. For the remuneration, the current value of the product is determined. However, this never exceeds the new value of the product. Warranty services are provided unless there is faulty and harmful handling or other damage. Elemental damage, moisture damage, fall and impact damage and excessive wear are not covered by the warranty. Wear parts such as bracelets, batteries etc. are also excluded from the warranty.




What do I do if I have a warranty claim?


If there are any issue you have the following options:

  • If you have the opportunity to stop by our shop in Geneva we will take care of it and make a quick regulation of your warranty claim.
  • Send us an e-mail to molardsouvenirs.com. Then we will probably ask you to send the defective item well packaged to our store. But sometimes we can help by email.
  • If you live in a distant country usually watchmakers have repair centers throughout the world. Look for an address in the little booklet that came with your watch or feel free to contact us.





Security

Will my data be encrypted?


Yes, in order to protect the data of its customers molardsouvenirs.com uses SSL (Secure Socket Layer) for a secure transmission process. Each piece of information is sent encrypted. In rare cases, however, there may be external processing errors in the payment traffic on which molardsouvenirs.com has no influence.




Is shopping at molardsouvenirs.com safe?


Yes, as an owner-managed Swiss company with a shop in Geneva, we do everything so that you can look back on a positive shopping experience at molardsouvenirs.com and recommend us to your loved ones without reservation.




How does molardsouvenirs.com handle my data?


molardsouvenirs.com stores only the data required for customer service. No personal data will be disclosed to third parties without the knowledge of the customer. Excepted from this are the data that must be transmitted to execute the orders, to process and control the payments, to check the creditworthiness and for statistical evaluation.
The customer can also at any time view his stored data on molardsouvenirs.com and make or request their deletion.




Will my personal information be sold to other companies for promotional purposes?


No never! Your personal information will not be sold to other companies.




What data do I have to specify when placing an order?


To complete the order, the customer is requested to provide personal information. These include, for example, information about gender and e-mail address. In addition, the customer must provide his address so that the order can be processed. The specification of further personal data is voluntary and serves to profile the customer.




Does molardsouvenirs.com use cookies?


Of course, both the sweets that we like to offer you coffee in our shop in Geneva as well as the electronic ones. The latter, however, only serve to store the transactions of the customers and thereby simplify future visits and purchases. The authorization of cookies can be edited in the browser under the security settings.




Does molardsouvenirs.com use Google Analytics


Yes, molardsouvenirs.com uses Google Analytics to provide an analysis of the use of the website. This generates anonymized evaluations and graphics. Google Analytics serves only the own market research, in order to adapt the organization of the web pages optimally to the customer needs.





General

Is molardsouvenirs.com only available online?


No molardsouvenirs.com operates an e-commerce store (online shop) but also has a shop in Geneva under the name "Molard Souvenirs SA"




Has molardsouvenirs.com been around for a long time?


molardsouvenirs.com was founded in 2020 but the store has been in Genève since 1937 !




Where can I find the shop?


The store is located in Geneva main street area near by the old town. The address is : Molard Souvenirs, Rue de la Croix d'Or 1, 1204 Geneva




I'm coming to Geneva by car. Where do I park?


There are many parking facilities in the area. "Parking du Mont-Blanc" (Quai Général-Guisan1204, Genève) is located 2 min walk from our shop and the main shopping area. There are 1400 covered parking spaces available.




I'm coming to Geneva by train. What is the easiest way to come to Molard Souvenirs?


Our shop is just a 10 minutes walk from Geneva train station. The easiest way from the station is to take the bus number 10 and to come out at the "Molard" stop. We are across the street from H&M.




Do you have evening shopping in the store in Geneva?


For all "evening shoppers", our online store (www.molardsouvenirs.com) is open around the clock, 365 days a year. An evening shopping in the store in Geneva is unfortunately not possible. The opening times of our store can be found in our Google store page: Business hours




Do you also make watch repairs?


We do small jobs such as battery and strap changes or cuts for all brands. For the brands we carry we send the watch or item directly to the factory but we also have a qualified watchmaker here in Geneva whitch is certified by theses famous brands:

  • Tissot
  • Omega
  • Rado
  • Longines
  • TAG heuer
  • Zenith
  • Mido
  • Hamilton
  • Balmain
  • Breitling
  • Cartier
  • Certina
  • Corum
He is constantly adding swiss made brands to this list so feel free to contact us for any inquiry. (Certified means that he is formed by the brand itself and can order to the factory the original pieces for these timekeepers.)




Do you shorten watch straps as well?


Yes, if the watch is from our shop it's free and if not we charge 10CHF.




Do you also change watch batteries?


Yes, 98% of the time we will change the battery of your watch in less than 5 minutes, otherwise according to agreement. We have only fresh swiss made "Renata" batteries. Price for battery replacement: CHF 12 or 16 CHF in our store.





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