FAQs
SHIPPING
WHERE IS MY ORDER?
You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Orderpage. If you are a registered user, you can find all information related to the order in your My Account page.
Don't have an account yet? Register now to enjoy exclusive services.
CAN I CHOOSE A DELIVERY DATE/TIME?
Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courier in charge of the shipment to organise a possible delivery date.
You will find the courier Tracking Number inside the Shipping Confirmation email.
WHERE DO YOU SHIP MY ORDER FROM?
We ship all orders from our warehouse in Bologna (Italy).
WHAT SHOULD I DO IF MY ORDER HASN’T BEEN DELIVERED YET?
If your order has not been delivered within the estimated period, we suggest that you:
- Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page
- Check that the address indicated for the delivery is correct
- In the case of a missed delivery, please contact UPS at 03457 877 877.
For further assistance, contact us, we will be happy to assist you.
Repair service
We are pleased to assist you in case your watch got damaged and is in need of a repair service.
In order to hand in your watch for service, please bring take it to a Montblanc boutique or authorized retailer of your choice. Your watch will then be sent to our service center for a repair and service.
Repair charges
The Boutique or authorised dealer may provide an approximate price indication for the service/repair of your piece. A definite cost estimate can only be established after careful examination by our master craftsmen.
Service Warranty
Our service warranty is valid for one year from the date the service was completed. This service is a warranty only on the replaced parts and/or service carried out. It does not include malfunction due to improper use or any new damages which may occur in the future.
RETURNS AND REFUNDS
WHERE IS MY RETURN?
You can check the status of your return at any time on the Follow your Return page.
I LOST MY RETURN LABEL. HOW CAN I GET A NEW ONE?
If you have lost the pre-paid return label, just contact UPS at 03457 877 877 and request that they bring a blank standard waybill when they collect your return. You should fill it out as follows:
- Select "Standard" Service and "Receiver" under payment terms
- Send the return to this address:
YOOX NET-A-PORTER GROUP
C/O Geodis Logistics
Blocco CD1 Interporto
40010 Bentivoglio (BO)
Italy
CAN I USE MY OWN RETURN SERVICE?
You can certainly use a different courier than the one that delivered the package. Please send the return to the following address:
YOOX NET-A-PORTER GROUP
C/O Geodis Logistics
Blocco CD1 Interporto
40010 Bentivoglio (BO)
Italy
Keep in mind that if you do not use our return label, dunhill Online Store is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service. Additionally, if you paid shipping fees for your order, we will reimburse you the equivalent of a Standard delivery.
CAN I RETURN ITEMS FROM DIFFERENT ORDERS IN THE SAME BOX?
Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the Return Policy page.
I DECIDED TO KEEP MY ORDER, BUT HAVE ALREADY COMPLETED THE RETURN FORM. WHAT SHOULD I DO?
We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.
WHERE CAN I CHECK MY REFUND STATUS?
You can check the status on the Follow your Return page.
I WANT TO RETURN A GIFT. HOW DOES THE REFUND WORK IN THIS CASE?
If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorised to refund a different account.
CAN I RECEIVE MY REFUND ON A CREDIT CARD THAT IS DIFFERENT FROM THE ONE I USED FOR THE ORDER?
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
PAYMENTS
WHY CAN'T I COMPLETE MY ORDER?
Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and you are asked to insert a one-time password, an SMS code, or an alternative authentication method in order to authorise the payment, please ensure that you have followed all of the instructions provided by your credit card issuer.
If the problem persists, we suggest contacting your credit card issuer and in the meanwhile to use an alternative payment method.
Need further assistance? Contact us and we will be happy to help you.
WHEN WILL MY CREDIT CARD BE CHARGED?
As soon as you complete your order, authorisation for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.
WHY IS THE AMOUNT I PAID DIFFERENT FROM THE AMOUNT OF MY ORDER?
The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.
I ONLY PLACED ONE ORDER. WHY AM I SEEING MULTIPLE PAYMENTS?
dunhill Online Store guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorisation request that is made when you place the order; the second confirms the actual charge.
SHOPPING
CAN I CHANGE MY ORDER AND ADD OTHER PRODUCTS OR REMOVE THEM?
Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.
CAN I COMBINE TWO OR MORE ORDERS IN ONE SHIPMENT?
Unfortunately we are unable to combine two orders in one shipment, as order details are processed automatically.
As soon as the packages are shipped from our warehouse, you will receive a confirmation email for each order, with two separate Tracking Numbers and invoices.
CAN I CANCEL MY ORDER?
We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.
HOW DO PROMOTIONAL CODES WORK?
The Promotional Codes of dunhill Online Store give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.
To take advantage of a promotion, enter the code in the appropriate field at checkout and click "Apply". Only one Promotional Code can be used for each order.
If the code doesn't work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter.
MORE THAN 24 HOURS HAVE PASSED AND I STILL HAVEN'T RECEIVED A CONFIRMATION EMAIL. WHAT SHOULD I DO?
Check your spam folder and make sure that confirmation@dunhillstore.com and shipping@dunhillstore.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.
If this doesn't work please contact us as there may be errors with the email address you registered with.
WHY HAVE ITEMS THAT I ADDED TO MY BAG DISAPPEARED?
Until an order is concluded, items added to your Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.
