HOW CAN WE HELP YOU?
Our customer support team prides itself in making each and every customer smile every single day. Happiness Guaranteed. If you don't see the answer to your question below, please feel free to email us at support@HMwatches.com or fill out the form below and we'll get back to you within one business day. We value every customer and want to make sure we answer all your questions as soon as possible
FREQUENTLY ASKED QUESTIONS
On our pre-loved marketplace, HM watches examines the authenticity of each and every item through a multi-point check authentication process. GIA certified gemologists and watch experts will examine the item and any associated documentation to determine if the item is authentic. If any items do not fit our rigorous quality standards, they are not accepted. If you are not satisfied that the item is authentic, return it to HM watches and we will refund you. On the HM watches Boutique, we are authorized partners for the brands we carry. The items listed on the Boutique come directly from the brands and authenticity is guaranteed.
On our pre-loved marketplace not all items come with original packaging and paperwork. Each listing provides information on whether the original packaging and paperwork are available. Items that do not have the original package will be shipped with a HM watches watch or jewelry box. All items come with a HM watches Report as part of our authentication process. On the HM watches Boutique, all items are new and come directly from the brands and come with the original Manufacturer’s packaging and warranty.
Yes, we ship internationally. International shipping fees may apply and there may be country specific import taxes and duties that you would be responsible for.
You can apply HM watches store credit and coupons by simply going to the “Checkout Page” and entering your coupon code in the “Enter your Coupon Code” field. Then click on the “Apply Coupon” button. Please note, coupon codes are single use and cannot be combined with other promotions or offers.
Our trade-in program provides an easy way for shoppers to change or upgrade their collection. We provide a competitive trade-in value in HM watches credit. Please note that the value offered on trade-in items is linked to the item you want to purchase. It is also different than the value of consigned items since you get the credit immediately for trade-ins. Items that are traded in cannot be returned to you as they may have already been purchased by a new shopper.
We accept VISA, MasterCard, American Express, and Discover credit cards, PayPal, and also HM watches store credit. We also offer financing from Affirm.
HM watches partners with a third-party company Affirm, which offers 6, 12, & 24 months of financing. Simply choose Affirm as your form of payment during checkout, and you will get re-directed to their site once the checkout process is complete to see your personal financing options. If you do not like your options, you don’t have to complete the order. For more information on Affirm, please refer to their FAQs
Click here to view “Ring Size and Fit”. Print out the instructions and ring size fitter to accurately measure your ring size. This fit guide is also found at the footer the HM watches webpage or located in the product details page if you’re ordering a ring.
Please contact our concierge associates to help you find the best option for your particular item. Some items are easy to resize while trying to resize other pieces may impact the integrity of the material or design. Some items cannot be resized and any resizing will make it final sale. You can return or exchange your item to HM watches if it doesn’t fit.
Our team of experts assess the jewelry and watch market to calculate a fair resale value. We use millions of data points from the market to determine pricing so that buyers and sellers receive a fair price.
HMwatches offers two easy ways to sell: consign or list. To consign with HMwatches, complete a quick Consignment Request Form here and our concierge associates will be in touch with a prepaid insured shipping label. Simply drop your items in the mail and we’ll take care of the rest, including professionally photographing and listing your item. To create your own listing, click here. Write a product description and upload photos of your items. Your listing is then reviewed by our team before it goes live on our site.
To consign with HMwatches, complete a quick Consignment Request Form here and our concierge associates will be in touch with a prepaid insured shipping label. Then simply drop your items in the mail. Once your package arrives at our offices, we will confirm the receipt of your items via e-mail. Our team of authenticators will appraise your items and provide a free valuation which you can approve or decline. After you approve, we will professionally photograph and list your items on HMwatches. The complete consignment process typically takes 5-7 days, from the receipt of your item. Items that are deemed inauthentic will not be uploaded for sale. If an item is beyond repair it will be returned to the seller. We require that you allow us 180 days to sell your item. If you want it back prior to the 180 days, there is a $20 fee so we can cover our costs for appraising and shipping. Otherwise, we’ll ship it free of charge after the minimum holding period.
To create your own listing, visit here. Write a product description and upload photos of your items. Your listing is then reviewed by our team before it goes live (typically within 48 hours).
If you’re selling through our consignment program, our team of authenticators will appraise your items and provide a free valuation which you can approve or decline. Valuation and earn rate is based on several factors including brand, model, condition, and available supply. You can earn up to 80% of the sale price. You do not have to work your way up to a higher commission rate. Our sales and promotions don’t affect your sale price. If you list with HMwatches, you earn up to 82% of the sale price.
We will return your items and require a flat-rate $20 shipping fee to send your items back.
All shipments are fully insured, so, in the unlikely event your item is lost or damaged, you will be fully compensated. To avoid potential damage, securely pack your items with bubble wrap or tissue paper and double box your items with two shipping boxes.
Yes! We offer free UPS or FEDEX standard shipping within the United States.
Yes, we ship internationally. All orders below $2,000 USD are subject to international shipping fees. There may be country specific import taxes and duties that also apply.
We ship most items within five business day, unless otherwise noted on the item. All Standard Shipping orders require 3-7 business days for processing. Select items are eligible for expedited shipping. All HMwatches orders are insured and a signature is required to ensure you receive the item safely. Once the order ships, a shipping confirmation e-mail with a tracking number is sent.
We use UPS and FEDEX.
At this time we do not deliver to P.O. Boxes, APO/FPO addresses, and U.S. Territories, including Puerto Rico and Guam.
Once tracking details are available, you will receive tracking confirmation via email and a link to track your package through text or Facebook Messenger.
All returns must be made within 7 business days of receipt and must be in the same condition as it was delivered to you with all security tags and stickers intact. To request a return please email support@HMwatches.com with your order # and reason for return within 7 business days from receiving your order. You will receive an insured shipping label (via email) with return instructions 1-2 business days after the request is received. Once you receive the label, the item must be shipped back within 3 days or the return request will expire.
We will email you a confirmation once we have processed your return. You can also check on your shipment’s tracking number which is found in the same email as your return label. Please keep your shipment receipt for your record.
We provide complementary shipping for returns.
We will refund you via the same method you used to make the purchase. If you prefer, we can also give you store credit.
Yes of course. Please inform us of all items being returned. And make sure your items are in the same condition as received and meet the return eligibility.
All our coupons are for single use only unless otherwise specified. If you return an item that you purchased with a coupon, that coupon will not be valid for use again. However, store credit will be refunded if an item is returned.
HMwatches is an online watch and jewelry marketplace for buyers and sellers. Since we cater to millions of shoppers every day, our items are constantly changing. If you see a product that is no longer available, our concierge team can help source you a similar item.
The HMwatches Boutique is a new authorized partnership we launched with independent and renowned designers to bring you an immersive luxury shopping experience. As an authorized dealer of the brands, every item in the the HMwatches Boutique comes directly from the brands along with the original Manufacturer’s Warranty.
HMwatches is an online marketplace for buyers and sellers. We are headquartered in New York City and do not currently offer a retail space or showroom.
We love to hear from our customers as we’re passionate about what we do and want to ensure our customers have a great HMwatches experience. Please send your thoughts to support@HMwatches.com.
To change any of your account information, just go to your Account page and locate the “Account Settings” tab. Here you can make any necessary changes to your personal information.
You can try resetting your password here. Just click this and it will email you a password reset code. If you don’t receive it please check your spam folder. If that doesn’t solve it, feel free to contact us at support@HMwatches.com.
Email us at support@HMwatches.com and we’ll process your cancellation request.
Our trade-in program provides an easy way for shoppers to change or upgrade their collection. We provide a competitive trade-in value in HMwatches credit. Please note that the value offered on trade-in items is linked to the item you want to purchase. It is also different than the value of consigned items since you get the credit immediately for trade-ins. Items that are traded in cannot be returned to you as they may have already been purchased by a new shopper.
Unfortunately not at the moment, but we will in the future. Stay tuned!