Help

SHOPPING WITH US

Is it safe to use my credit card online at CohenandMassias.com?

All of our credit card transactions are processed over a 128-bit SSL connection (provided by Thawte – a world leader in security), which are then processed by Ogone or Paypal under Barclays Bank authorisation. This means that your credit card details cannot be intercepted or hacked. We do not store any of your credit card details. Your payment is processed securely over Ogone payment system and no one is able to view any of your sensitive details. Our site is regularly tested to be hacker proof by Rackspace.

How do I set up an account?

To set up an account online just click on the “sign in” button at the top of the page:
This will then take you through to enter some details and set up a password.

How do I sign up for newsletters and promotional emails?

If you create an account with us you will be given the option to sign up. If you are a guest to our site then you can sign up by clicking on the link at the bottom of our webpage.

What should I do if I have forgotten my password?

Whilst on the “My Account” sections of the website click on ”forgot your password’, then enter your email address and we”ll send you a new password straight away.

Are your products genuine?

We are authorised dealers for every brand we stock; therefore they are 100% genuine products, supplied to us directly from the manufacturer or official supplier.

We strongly recommend buying watches only from official agents to make sure the product is genuine (unique case number) and has the genuine guarantee in order to have a proper after sales service with official repair and spare parts.

See our “Official Agent” section or call us on +44 (0) 203 150 0453 for further information.

How do I redeem a Promotion code or Gift Voucher?

In checkout process you will find the box requesting promotion code or gift voucher code.

How do I search for a product?

Simply enter the name of the product you are looking for in the search box on the top right hand corner of the page. You can also use our menu and filters to help find the product you are looking for.

Do I need to set up an account to place an order?

Yes. When purchasing for the first time, right at beginning of checkout, you’ll be taken through a fast and simple registration process. Once completed, you’ll be able to access your account details, review orders, control whishlist and share it in Facebook, read or send messages, control Saving Points, and add or update your delivery address book by simply providing your email and password.

IMPORTANT: Make sure all Cohen & Massias e-mails are not junked and go to inbox.

I don’t want to receive emails anymore, how do I unsubscribe?

You can unsubscribe from our emails at any time. There are two ways you can do this. Either you can click on the unsubscribe button at the bottom of the latest email you received from us and this will be updated in our details. Or, you can log into your account and amend your preferences.

Why have items disappeared from my shopping bag?

We cannot guarantee stock availability until your order has been completed. It is possible that whilst you are shopping an item may have sold out. If this happens you will be given the opportunity to enter your email address so as to be informed when the item is back in stock.

Additionally items may have been removed from your shopping bag due to shipping restrictions imposed on us either by our carriers or by our partner brands on account of the country to which the goods are to be delivered.

Do I have to pay VAT or other TAXES in my country?

All orders outside Europe have to pay their VAT or Taxes. Within Europe, you just have to pay final price that includes delivery and all related charges. You will not have to pay anything else apart from our total invoice.

Do you offer click and collect?

Yes we do offer click and collect service, all you need to do is select “collect in store” and your collection date in the checkout, and we’ll deliver your order to our store for free. We’ll send you an email when your order is ready to collect – please remember to bring your order number with you to the store.

 

PAYMENT METHODS

Which payment methods do you accept?

We accept Visa, Mastercard, Mastercard, Maestro, Visa, American Express, Solo and PayPal.

When will I be charged?

Your payment will not be taken until the goods are despatched.
When an order is placed we will require a pre-authorisation from your bank/card issuer this is just to authorise pay-ment and also protect your card against unauthorised use when shopping online.

In which currencies can I make my payment?

We accept the following currencies: UK Sterling GBP, Euros and US Dollar. All of our products are priced in GBP then translated using up-to-date exchange rates. By default the currencies used are GBP for UK users, Euros for European countries and US Dollar for the rest of the world. However, you may change the country and currency at the top of the page.

 

ORDERING

How do I know if my order has been received?

After placing an order we will send you an email confirming your order.

Can I order over the phone?

Unfortunately, we don’t offer this service. We may help you placing the order, finding products or when filling out information but the order itself has to be carried out online. If you would like our assistance, call us on +44 (0) 2031501593 and we will be happy to help you.

How do I cancel/change an order?

You can only cancel your order before it has been despatched. If you want to make a change to your order, you should cancel your order and place a new one. Log into your account and follow the steps to cancel your order.

 

DELIVERY

Do you ship to international locations?

Yes, we deliver worldwide.

Can I change my shipping address after my order has been despatched?

One we despatched you may not change delivery address, but if we didn’t ship yet the order you may send an e-mail with changes.

How much are delivery costs?

In most of cases, delivery will be FREE. We recommend checking final costs in Shopping Bag without the need to register. Apart from charged delivery costs, if applicable, there are no extra charges for delivery. For more info please refer to Delivery Options.

When can I expect my delivery?

Delivery times will depend on the module selected in checkout. Delivery times through Post to European Countries are between 5-10 days; and delivery times for the rest of World are between 10-15 days. In case you select by courier, delivery times to European Countries are between 3-5 days, rest of World 5-7 days.

IMPORTANT: We try to deliver one (1) working day after receiving the order.

Can I have multiple addresses to deliver to?

You may add as many delivery addresses as you like in your account or when checkout process.

Can I track my order?

All deliveries are trackable. We shall send you a link and tracking number within 2 working days.

 

RETURNS

What do I do if there”s something wrong with my delivery?

Once you placed and order you should receive a dispatched confirmation after maximum 3 days, if not received please get in contact either through your Cohen & Massias account or e-mail.

If delivery has been confirmed you should be able to track it the next morning. If results on tracking or delay are too long you may contact us either ways mentioned before.

NOTE: Cohen & Massias is not responsible of delivery delays caused by third parties involved in shipment.

How do I return an item?

Yes. Returned items must be sent back unworn and in their original condition with labels and tags intact. Please refer to Returns policy.

Can I return/exchange an item that was given to me as a gift?

Yes, as long as return is within 10 days of receipt. Once we receive your return, the refund value will be issued to the person who paid for the item. If there is a difference in price, the money will be refunded or charged to the bill payer. Please note, we have a legal obligation to notify the bill payer in all cases of returned or exchanged gifts.

Can I return my order to one of your stores?

Yes, but before returning anything you must get a return number filling the form in Returns policy.

How long do I have to make a return?

Any item purchased from our website may be returned to us for refund or exchange within 10 days of receipt or notification of receipt, whichever is earlier.

Where do I send my return?

On Returns Policy, you’ll find a form you must fill to get a return number. Once the return is approved by Cohen & Massias, you’ll receive the return process including address.

Will I be refunded to the full value of my order?

Yes. You will be refunded for the item that you return at the price you paid and on the same payment method. Once refunds have been processed and you have received the refund confirmation email, the transaction may take 3-5 working days to show on your statement.

 

GIFT VOUCHER

I want to purchase a Gift Voucher, how can I do this?

You can purchase a gift voucher online.
To purchase online, click on Gift Vouchers on the footer of our page and select the value of the card, you will then be required to give your name and email and the recipient’s email address along with a personal greeting of your choice.

Do Gift Vouchers expire?

Yes, they will expire after 12 months.

Can I cancel/return a Gift Voucher?

Gift Vouchers can be cancelled within 24 hours of completing the order as long as it hasn’t been added to any account. If that timescale has already gone, and the Gift Voucher hasn’t been used or associated with an account, get in touch with our customer support team. We will cancel it for you or if it’s because of a mistake in the email address, we’ll change it for you and send you another one.

Can I return an item purchased with a Gift Voucher?

Yes – using a Gift Voucher is considered to be the same as any other form of payment.

How do I use a Gift Voucher online?

You will be given the option to pay using a Gift Voucher at checkout. You will need to enter your Gift Voucher number, make sure to enter the correct number and then select ‘Redeem’, the page will refresh and the Gift Voucher will be activated.
If you’re spending less than the value of your Gift Voucher, the credit will stay on your account for you to spend later, but you’ll need to spend it before the expiry date of the Gift Voucher.

There isn’t enough credit on my Gift Voucher to pay for the whole order. How can I pay the remaining balance?

You may pay the remainder using a debit/credit card.

I have lost my Gift Voucher?

In an event where the Gift Voucher is lost, do not worry as we keep track of all the Gift Vouchers we issue. Send us an email with a description as to what has happened and state your name and email address to which the Gift Voucher was issued and we will email you the details of your Gift Voucher as soon as possible.

 

SOCIAL MEDIA

How can I follow Cohen & Massias on Facebook?

You’ll find our Facebook page www.facebook.com/cohenandmassias – just hit the “Like” button to receive our messages in your newsfeed.

How can I follow Cohen & Massias on Pinterest?

You can follow us on the Cohen & Massias page: www.pinterest.com/cohenmassias/

How can I follow Cohen & Massias on Tumblr?

You’ll find the Cohen & Massias on Tumblr here cohenandmassias.tumblr.com/

How can I follow Cohen & Massias on Google +?

You can follow us on the Cohen & Massias page: plus.google.com/111918931358411635850/

How can I follow Cohen & Massias on Twitter?

Our Twitter handle is https://twitter.com/cohenmassias/– just hit the Follow link.

How can I follow Cohen & Massias on Linkdin

You can follow us on LinkedIn the Cohen & Massias page, Please Click Here.