ご希望の地域・国のよくあるご質問(FAQ)をお選びください

よくあるご質問

 • ご注文について

 • お支払いについて

 • 配送について

 • 返品と交換について

 • E-ブティックでの無料サービスについて

 • アフターサービス&カスタマーサービス

 • その他のご質問

 

 

 

 

ご注文

 

登録した個人情報は保護されていますか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センターを介してお客様から提供された全ての情報、およびお支払いに関するデータは、SSL暗号化によって保護されています。個人情報の取り扱いについての詳細は、当社のプライバシーポリシーをご確認ください。

 

 

オンラインまたは電話で注文を行うにはどうすればよいですか?

電話でのご注文は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターにて承っております。 フリーダイヤル:0120-23-1845 

 

 

全ての商品をオンラインで見ることができますか?

現行のコレクションモデルは全て、当社のウェブサイトにてご覧いただくことができます。コレクションブックをご希望される方はこちらからお申込みください。

当社ウェブサイト、およびコレクションブックに掲載のないモデルにご興味をお持ちの方は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでお問い合わせください。

 

 

時計のストラップを購入するにはどうすればよいですか? 

ストラップおよびバックルはお電話でのご注文も可能です。電話でのご注文は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターにて承っております。

フリーダイヤル:0120-23-1845 

または、A.ランゲ&ゾーネブティックへお問い合わせください。

 

 

商品価格がウェブサイトで表示されていない場合、どこで確認できますか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センター、またはA.ランゲ&ゾーネブティックまでお問い合わせください。

 

 

オーダー後、注文を変更、またはキャンセルすることはできますか?

お客様のご注文が変更またはキャンセル可能か、クライアント・リレーションズ・センターにて確認させていただきます。

フリーダイヤル:0120-23-1845 

  


オーダー後、24時間経過してもオーダー確定メールが届きません。

お客様のオーダーは、ご注文後24時間以内に確定いたします。 A.ランゲ&ゾーネ クライアント・リレーションズ・センターからのメールアドレス
contact.japan@lange-soehne.com)が正しく受信できるよう、迷惑メールの設定確認をお願いします。万が一、ご注文後24時間経過してもオーダー確定メールが届かない場合は、お手数をおかけして大変申し訳ございませんが、A.ランゲ&ゾーネ クライアント・リレーションズ・センターへお問い合わせください。
フリーダイヤル:0120-23-1845 

 

 

オンラインでの購入は安全ですか?

A.ランゲ&ゾーネ E-ブティックを介してお客様から提供された全ての情報、およびお支払いに関するデータは、SSL暗号化によって保護されています。当社がお客様のお支払い情報、クレジットカード番号を保持することはございません。詳細は、当社の販売規約をご確認ください。

 

 

お支払い

 

消費税に関して

A.ランゲ&ゾーネ クライアント・リレーションズ・センター を通じたお電話でのご注文、および、A.ランゲ&ゾーネブティックでのご購入に際しましては、国内消費税が加算されます。また、日本国外への商品の発送は承っておりません。

 

 

商品発送に請求書は同梱されますか? 

通常、商品に同梱されるのは納品書のみになります。請求書は、商品出荷後にお客様へ自動送信されるメールにPDFファイル形式で添付されます。

 

 

1件のオーダーに対して2回の請求が通知されました。

A.ランゲ&ゾーネが1件のオーダーに対してご注文金額以上の代金を請求することはございません。金額は、明細書に2回表示されている場合、最初に表示されるのは、お客様のオーダーに対する支払い承認リクエストの金額、2番目の表示が実際のご請求金額になります。

 

 
支払った金額が、実際のオーダー金額と異なります。

A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでお問い合わせください。
フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

どのような支払い方法がありますか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センターにて承ったご注文については、クレジットカード(マスターカード、VISA、JCB、アメリカンエキスプレス、ダイナース)、および、銀行振込での支払いが可能です。

 

 

1件のオーダーに対して、複数のカードを利用することはできますか?

いいえ。

1件のオーダーに対してのお支払いは、1つの支払い方法のみのご利用が可能です。

 


引き落としのタイミングについて教えてください。

クレジットカードをご利用される場合、ご注文の商品発送時に、お客様のクレジットカードに請求されます。ただし、複数オーダーをされた場合、その総額に対して与信枠は事前に確保されます。ブティックでのお受け取りを希望されるご注文の場合には、弊社倉庫から商品が発送された時点での引き落としになります。銀行振込の場合、お客様によるお振込が行われた時点で引き落としになります。

 

 

オーダー後に支払い方法を変更することはできますか?

 オーダー後の支払い方法の変更はできません。

 

 

税金や関税はかかりますか?

日本国外への商品の発送は承っておりません。お客様にお支払いいただく税金は、消費税のみになります。 尚、価格のお問い合わせに対しましては、一部の特別商品を除いて、全て日本円の税込価格でのご案内になります。

 

 

配送

 

どのような配送方法がありますか?送料はいくらかかりますか?

A.ランゲ&ゾーネへの全てのオーダーにかかる送料は無料です。配送方法は、通常配送(3~6営業日以内に発送)・エクスプレス配送(2~3営業日以内に発送)をお選びいただけます。
※営業日は、土日祝日を除きます。 
A.ランゲ&ゾーネブティック銀座でのお受け取りを希望される場合は、ブティックにて商品のご用意が整い次第、A.ランゲ&ゾーネ クライアント・リレーションズ・センターよりご連絡いたします。詳細は、当社の販売規約をご確認ください。 

 

 

海外からのオーダー、またはオーダーの海外配送は出来ますか?

A.ランゲ&ゾーネでは、海外からのご注文、および、海外への発送は承っておりません。

 

 

納品日時の選択はできますか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センターへ直接ご依頼いただけます。出来る限りお客様のご希望に応じられるよう対応いたします。 

フリーダイヤル:0120-23-1845 

 

 

オーダーした商品の、ホテルや郵便局、私書箱での受取は可能ですか?

ホテル、郵便局、私書箱等を配送先としたオーダーを承ることはできません。

 

 

オーダーした商品のA.ランゲ&ゾーネブティックでの受取は可能ですか? 

A.ランゲ&ゾーネブティック銀座でのお受取りが可能です。ブティックはこちらです

 

 

オーダーした商品がまだ届きません。

オーダー時にご指定いただいた住所を今一度ご確認いただき、間違いがない場合は、配送業者もしくはA.ランゲ&ゾーネ クライアント・リレーションズ・センターまでお問い合わせください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

オーダー商品の同日配送は可能ですか?

同日配送も可能です。ただし、商品の在庫状況、オーダーの内容、および、オーダー確定のタイミングによってはご希望に添えない場合もございます。詳細はA.ランゲ&ゾーネ クライアント・リレーションズ・センターまでお問い合わせください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

オーダーのギフト対応は可能ですか?

ご要望に応じて、ギフトメッセージを同梱することが可能です。

 

 

オーダーした商品には保険がかけられていますか? 

オーダーいただいた商品には、ご指定の配送先住所に到着するまでの配送にたいして保険がかけられています。

 

 

商品受領の際、署名・捺印は必要ですか?

受領時には伝票に署名、または捺印をしていただく必要があります。

 

 

返品・交換

 

エングレービング等、パーソナライズされた商品の返品は可能ですか?

パーソナライズされた商品の返品・交換はできません。ただし、商品に不具合が見られる場合もしくは、その品質や商品のスペックが、お客様のご期待に沿うものでなかった場合には、商品のお受取りから7日以内にA.ランゲ&ゾーネ クライアント・リレーションズ・センターまでご連絡ください。詳細を確認させていただいた後、全額返金(既定の条件が満たされていることが確認できた場合)、お修理、または交換対応(在庫があれば)いたします。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

購入時とは異なるクレジットカードへの払い戻しはできますか?

セキュリティー上の理由により、ご購入時に使用されたクレジットカードとは異なるクレジットカードへの払い戻しはできません。

 

 

ギフトとして受け取った商品を交換、または返品することはできますか?

ギフトとして受け取られた商品の交換または返品をご希望される場合は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでご連絡ください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

返金は、ご購入者様に対してのみ行われます。

ギフト返品オプションをご確認ください。
また、詳細は、当社の販売規約をご確認ください。

 

 

商品の交換方法を教えてください。

A.ランゲ&ゾーネは、クライアント・リレーションズ・センターへの電話を通じてご購入された商品に対して、商品がお手元に届いてから7日以内に交換希望のご連絡をいただき、返品された商品が既定の条件を満たしていることが確認できた場合のみ、交換を承ります。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

A.ランゲ&ゾーネ クライアント・リレーションズ・センターに交換希望のご連絡をいただいた後、既定の手順に従って交換、およびご購入された商品の返品手続きをいたします。全ての商品は、弊社倉庫に到着後品質検査へと回され、その結果商品が弊社の返品交換規定の条件を満たしていること、および在庫が確保でき次第、ご希望される新しい商品を発送いたします。詳細は、当社の販売規約をご確認ください。

 

 

商品の返品方法を教えてください。

A.ランゲ&ゾーネは、クライアント・リレーションズ・センターへの電話を通じてご購入された商品に対して、商品がお手元に届いてから7日以内に返品希望のご連絡をいただき、商品が規定の条件を満たしていると確認された場合のみ、返品を承ります。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

A.ランゲ&ゾーネ クライアント・リレーションズ・センターに返品希望のご連絡をいただいた後、既定の手順に従って商品の返品手続きをいたします。全ての商品は、弊社倉庫に到着後品質検査へと回され、その結果弊社の返品の条件を満たしていると確認され次第、返品の手続きに入ります。詳細は、当社の販売規約をご確認ください。

 

 

購入した商品を返品する場合の配送先を教えてください。

ご購入された商品の返品をご希望される場合は、商品がお手元に届いてから7日以内に
A.ランゲ&ゾーネ クライアント・リレーションズ・センターまで返品希望の旨ご連絡ください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

商品の配送先は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターでご案内する返品担当部門の住所にございます、A.ランゲ&ゾーネe-ブティック配送センターになります。

 

尚、商品発送の際、交換・返品フォームと併せて元払いの配送伝票(送り状)を同梱させていただいておりますので、そちらをそのままご利用ください。返品には返品承認番号(RAN)の発行が必要になります。必ず事前に、A.ランゲ&ゾーネ クライアント・リレーションズ・センターに電話、もしくはメールにて返品、または交換ご希望の旨をお伝えください。詳細は、当社の販売規約をご確認ください。

 

 

購入した商品を返品する場合、送料はかかりますか?

商品の不具合による以外の理由で返品をご希望される場合、送料はお客さまのご負担となります。詳細は、A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでご連絡ください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

購入した商品を返品する場合、期限はありますか?

ご購入された商品ご満足いただけない場合、商品を受領された日より7日以内に、A.ランゲ&ゾーネ クライアント・リレーションズ・センター に電話、もしくはメールにて返品または交換ご希望の旨を伝え、返品承認番号(RAN)を取得してください。物理的な返品につきましては、お客様が商品を物理的に所有した日から14日以内にご購入された商品が弊社に届くようにご対応ください。 詳細は、当社の販売規約をご確認ください。

 

 

返金までにはどのくらい時間がかかりますか?

返金は、返品された商品の品質検査で、規定の返品条件を満たしていることが確認された場合、返品のご連絡をいただいた日より約2週間で対応させていただきます。

 

 

返品ラベルを紛失してしまいました。

新しいものをもらうことはできますか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでご連絡ください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

ギフトで送られた商品の返品は可能ですか?

ご購入がクレジットカードで決済されている場合、支払いが行われた口座に返金されます。セキュリティー上の理由により、ご購入されたお客様以外の別のアカウントに払い戻しを行うことはできません。

 

 

返品フォームに記載後に返品をキャンセルする方法を教えてください。

特に何もする必要はございません。A.ランゲ&ゾーネ クライアント・リレーションズ・センターへの連絡も不要です。

 

 

無料サービス

 

ギフトカードは購入できますか?

いいえ。

現時点では、A.ランゲ&ゾーネではギフトカードの取り扱いはございません。

 

 

既に購入済の商品に、エングレーブをすることは可能ですか?

ご購入後のエングレービングは有料にて承ることが可能です。詳細はA.ランゲ&ゾーネ クライアント・リレーションズ・センター、もしくはA.ランゲ&ゾーネブティックにお問い合わせください。

 

 

オーダーしたい商品のストラップを交換することは可能ですか?

A.ランゲ&ゾーネ クライアント・リレーションズ・センターを通じたお電話でのご注文でも、ストラップ交換をお受けすることは可能です。また、A.ランゲ&ゾーネブティックにてご購入の場合は、商品のご購入と同時に店頭にてご希望のストラップに無償交換し、販売させていただくことも可能です。

 

 

カスタマーサービス

 

カスタマーサービスに関する詳細は、こちらでご確認ください。

 

 

 

その他のご質問

 

所有している時計の定期的なメンテナンスは必要ですか?

A.ランゲ&ゾーネの時計の全ての部品は入念に表面処理したうえで、スラッジの発生しない合成油やグリースを使って潤滑していますが、機械式時計である以上、一定の摩耗は避けられません。そのために定期的なメンテナンスは必要不可欠です。5年~7年に1度はオーバーホールのご依頼をいただくことをお勧めします。

 

 

偽装品を報告することはできますか?

偽造品と疑われる商品については、A.ランゲ&ゾーネ クライアント・リレーションズ・センターまでご連絡ください。

フリーダイヤル:0120-23-1845 

E-mail : contact.japan@lange-soehne.com

 

 

環境保護にたいする、A.ランゲ&ゾーネの取り組みを教えてください。

A.ランゲ&ゾーネでは、資源を大切に使い、環境保護を目的とした活動に持続的に取り組んでいます。A.ランゲ&ゾーネの環境保護については、当社ウェブサイトの会社概要の中に記載されている“持続可能性”の項目にてご確認ください。

 

 

レザーストラップの平均寿命はどのくらいですか?

革は天然素材のため、着用の頻度が多ければ多いほど劣化も早まりますが、湿度の高い場所での着用や化粧品との接触を極力減らすことで、摩耗のスピードを多少遅らせることも可能です。衛生上の観点から、毎日着用される場合は、1年~1年半ごとの定期的な交換をお勧めします。

Table of Content

 • Orders

 • Payments

 • Shipping

 • Returns and Exchanges

 • E-Complimentary Services

 • Customer Service

 • Additional Questions

 

 

Orders

 

Are my personal details kept confidential?

Yes, all data and payment information transmitted via A. Lange & Söhne Customer Care is secured by SSL encryption. Further information on the use of the data can be found in our Privacy Policy.

 

 

How do I place an order online or by phone?

Our boutiques and Customer Care teams will be happy to assist you in choosing your watch and taking your order over the phone. You can find all contact details and opening hours on our Contact Page.

 

 

Are all products visible online?

Our website features all models of our current collection. Our collection book can be ordered here. If you are interested in a model that you cannot find on our website or in our collection book, our Customer Care team will be happy to assist you. 
You can find all contact details and opening hours on our Contact Page.

 

 

How can I buy a watch strap?

You can order watch straps over the phone or by contacting our boutiques. Alternatively, you can contact our Customer Care for the

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

How do I find out the price of a product if it is not displayed on the website?

Our boutiques and Customer Care teams will be happy to assist you with your price enquiry. You can find all contact details and opening hours on our Contact Page.

 

 

Can I put a product aside for later?

Our boutiques and Customer Care teams will be happy to research product availability and assist you with a watch reservation. You can find all contact details and opening hours on our Contact Page.

 

 

Can I change or cancel my order after I have placed it?

To find out whether your order can be changed or cancelled, please contact our Customer Care team:

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

More than 24 hours have passed and I still haven't received an order confirmation email. What should I do?

We will confirm your order within 24 hours after you placed your order with our Customer Care team. 
Please check your spam folder and make sure that our Customer Care address is in the safe sender list:
:Contact.US@lange-soehne.com 
Contact.Europe@lange-soehne.com

Our Customer Care teams will be happy to assist you. You can find all contact details and opening hours on our Contact Page.

 

 

Is it safe to buy from you online?

Yes. All data and payment information that is transmitted via our e-boutique is secured using SSL encryption (https). We do not store your payment information, credit card numbers or PayPal account details. 
Further information can be found in our Conditions of Sale

 

 

Payments

 

Tax information

Sales tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a state where retail stores, company establishments or one of our partners are located.
For this reason, an estimation of the tax charge might be added to your order total during the checkout process. Exact charges will be calculated automatically after your order is shipped, depending on the zip code of the shipping address. The final amount will in any case be equal to or less than the estimated sales tax and will be indicated in the invoice you receive with the shipping confirmation email.

 

 

Will the parcel contain the invoice?

Paper invoices can be requested with your shipped order. Otherwise it will contain the ordered goods, a delivery note and warranty documents. You will also receive the invoice as a PDF attachment by email.

 

 

Why did you charge me twice even though I placed a single order?

A. Lange & Söhne 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.

 

 

Why is the amount I paid different from the amount I ordered?

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.

 

 

What payment methods are available?

All online purchases can be paid for by credit card (Visa, MasterCard, American Express, China Union Pay), bank transfer or PayPal. When ordering by phone through the A. Lange & Söhne Customer Care team, the only payment methods available are credit card and bank transfer. You can place orders via the following numbers: 
US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

Is it possible to pay for a single order using multiple cards?

No. The total amount of an order must be paid using a single payment method.

 

 

When will the amount of my order be debited?

Credit cards and PayPal: Your credit card will be charged at the time of shipping your order. However, the amount can be blocked in your account in advance. For orders for collection in the boutique, the amount will be debited as soon as your order has left the warehouse.

Bank transfer: Your account will be charged as soon as you have made the transfer.

 

 

Can I change the payment method after I have placed my order?

No. Once an order has been placed, the payment method cannot be changed afterwards.

 

 

How many taxes and duties do I have to pay?

Taxes and any other charges (e.g. customs) vary depending on the country to which the products are delivered.

 

 

Shipping

 

What shipping methods are available? What are the shipping costs?

A. Lange & Söhne offers free shipping for all orders. Standard delivery: (3–6 business days); Express (1–2 business days); Saturday and Sunday are not considered normal working days for estimated delivery times. In the case of a requested pickup from one of our boutiques, our Customer Care team will advise you when the piece is available. Further information can be found in our Conditions of Sale

 

 

Which countries do you ship to?

United States of America, United Kingdom and in Europe we ship to the following countries:

Austria

Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Lithuania
Luxembourg
Malta
Monaco
the Netherlands
Poland
Portugal
Romania
Slovakia
Spain
Sweden


 

Can I choose a delivery date and time?

Please contact the A. Lange & Söhne Customer Care team for the
US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001
directly to organise a possible delivery date.

 

 

Can I have my order delivered to a collection point or a PO BOX?

Some addresses are excluded from our shipping, including military areas, certain restricted areas, pick-up stations and post office boxes.

 

 

Can I pick up my order in one of your boutiques?

Pick-up from the boutique is offered at the following locations: To find a boutique near you, please click here

 

 

What should I do if my order has not been delivered yet?

Check that the address indicated for the delivery is correct. In the case of a missed delivery, please contact the responsible courier company.
For further assistance, contact the A. Lange & Söhne Customer Care team for the

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

Do you offer same day delivery?

Same-day delivery might be an option on certain orders. Please contact our Customer Care team for more information. 

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

Can I have my order sent as a gift?

Yes. A gift wrap option is available and you can add a gift message of your choice as well.

 

 

Is my package insured and do I have to sign to receive my order?

Yes. Your package is insured during shipment until it arrives at the specified delivery address. A signature upon receipt is required.

 

 

Returns and Exchanges

 

Can I return an individually configured or personalised product (product with personal engraving)?

No. Personalised products cannot be exchanged or returned. However, if you are of the opinion that the products are defective, including in terms of satisfactory quality, suitability for the intended purpose or deviations from the description, you can contact our Customer Service team within fourteen (14) days of delivery to obtain a full refund, repair or replacement of the product (if available).

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

Can I get my refund on a credit card that is different from the one I used to order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

 

Can I exchange or return a product that I received as a gift?

Yes. If you have received a product as a gift and would like to exchange or return it, please contact the Customer Care team for the

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

Further information can be found in our Conditions of Sale. (Only the buyer will receive a refund. Check gift return options.)

 

 

How can I exchange a product?

A. Lange & Söhne offers you the opportunity to exchange A. Lange & Söhne timepieces and accessories purchased by telephone within fourteen (14) days of delivery via our Customer Care team. To exchange a product that you bought by phone from our A. Lange & Söhne Customer Care, please contact us at the following contact numbers:

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001


Our ambassador will process the exchange request and organise the return of the original item. Every exchanged product is subjected to a quality check on arrival at our warehouse. The new item will be shipped when the quality check has been successfully completed. Purchases can also be returned to one of our boutiques within the conditions of our return policy. Please contact our Customer Care for a list of locations. Timepieces that have been personalised or custom-made for you in any way are non-returnable. Further information can be found in our Conditions of Sale

 

 

How can I return a product?

A. Lange & Söhne offers you the opportunity to exchange A. Lange & Söhne timepieces and accessories purchased by telephone within fourteen (14) days of delivery via our Customer Service. To exchange a product that you bought by phone from our A. Lange & Söhne Customer Care, please contact us at the following contact numbers:

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001


Our ambassador will process the exchange request and organise the return of the original item. Every exchanged product is subjected to a quality check on arrival at our warehouse. The new item will be shipped when the quality check has been successfully completed. Purchases can also be returned to one of our boutiques within the conditions of our return policy. Please contact our Customer Care for a list of locations. Timepieces that have been personalised or custom-made for you in any way are non-returnable. Further information can be found in our Conditions of Sale

 

 

What is the address of your returns department?

If you would like to return a product,  please call our Customer Care team. The address will be provided by our Customer Care team and will be mentioned on the return form provided.
Before shipping your return, please contact the A. Lange & Söhne Customer Care team for the 

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

to receive a return authorisation number. Further information can be found in our Conditions of Sale. To return your purchase to one of our available boutique locations, please contact the A. Lange & Söhne Customer Care team as well.

 

 

Do I pay the shipping costs for the return?

No. Returns are free when you use the prepaid shipping label that comes with phone orders. If you have any further questions, please contact the A. Lange & Söhne Customer Care at:

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

How long do I have to return a product?

Products can be returned within 14 days of them being delivered. For our return policy, please refer to our Conditions of Sale.

 

 

How long does it take to process my refund?

All refunds will be processed within 14 days from the day you post your return if they pass our quality check.

 

 

I've lost my return label. How can I get a new one?

If you have lost the prepaid return label, please contact us.

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

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 issue a refund to a different account.

 

 

I have decided to keep my order but have already filled out 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.

 

 

Complimentary Services

 

Can I purchase a gift certificate?

No. A. Lange & Söhne does not currently offer gift certificates.

 

 

Can I have my product engraved or embossed once I have received it?

Yes. We offer personalisation services in most of our boutiques. Please note that you may be charged for this service. Please check with your nearest boutique for further information.

 

 

Can I exchange the strap of a watch that I want to order?

Strap exchanges can be arranged through our boutiques. For more information, please contact the A. Lange & Söhne Customer Care team for the

US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001

 

 

Customer Service

 

You can find all the details about customer service here.

 

Additional Questions

 

Why should I have my watch serviced regularly?

Your timepiece is a precision instrument that has been designed and manufactured with the greatest care. Since it consists of numerous components, oils and lubricants, extensive maintenance is necessary so that it will continue to function properly for years.

 

 

Can I report fakes?

To report possible counterfeit products, please contact the A. Lange & Söhne Customer Care team for the 
US: +1 800 4088 147
UK and rest of Europe: +44 (0)203 6920 248
Germany: +49 (0)35053 569 899
France: +33 (0)170 670 001
or by email.

 

 

How do you help protect the environment?

Sustainability matters to us at A. Lange & Söhne, we use our resources carefully. To find out more about our social and environmental responsibility please visit the "Sustainability Page" on our website.

 

 

What is the average life of a leather strap?

Leather is a natural material and is subject to a natural ageing process. To prevent the leather strap from wearing out faster than expected, you should protect it from moisture and contact with cosmetics. If it is worn every day, a leather strap should be replaced about every 18 months for reasons of hygiene.

Table of Content

 

 

Orders

 

Are my personal details kept confidential?

Yes, all data and payment information transmitted via A. Lange & Söhne Customer Care is secured by SSL encryption. Further information on the use of the data can be found in our Privacy Policy.

 


How do I place an order online or by phone?

Our boutiques and Customer Care teams will be happy to assist you in choosing your watch and taking your order over the phone. You can find all contact details and opening hours on our Contact Page.

 

 

Are all products visible online?

Our website features all models of our current collection. Our collection book can be ordered here. If you are interested in a model that you cannot find on our website or in our collection book, our Customer Care team will be happy to assist you. 
You can find all contact details and opening hours on our Contact Page.

 

 

How can I buy a watch strap?

You can order watch straps over the phone or by contacting our boutiques. Alternatively, you can contact our Customer Care for China: 400 6032 296

 

 

How do I find out the price of a product if it is not displayed on the website?

Our boutiques and Customer Care teams will be happy to assist you with your price enquiry. You can find all contact details and opening hours on our Contact Page.

 

 

Can I put a product aside for later?

Our boutiques and Customer Care teams will be happy to research product availability and assist you with a watch reservation. You can find all contact details and opening hours on our Contact Page.

 

 

Can I change or cancel my order after I have placed it?

To find out whether your order can be changed or cancelled, please contact our Customer Care team: contact@alange-soehne.com.cn
China: 400 6032 296

 

 

More than 24 hours have passed and I still haven't received an order confirmation email. What should I do?

We will confirm your order within 24 hours after you placed your order with our Customer Care team. 
Please check your spam folder and make sure that our Customer Care address is in the safe sender list:
contact@alange-soehne.com.cn
400 6032 296
Our Customer Care teams will be happy to assist you. You can find all contact details and opening hours on our Contact Page.

 

 

Is it safe to buy from you online?

Yes. All data and payment information that is transmitted via our e-boutique is secured using SSL encryption (https). We do not store your payment information, credit card numbers or PayPal account details. 
Further information can be found in our Conditions of Sale.

 

 

Payments

 

Tax information

Sales tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a state where retail stores, company establishments or one of our partners are located.
For this reason, an estimation of the tax charge might be added to your order total during the checkout process. Exact charges will be calculated automatically after your order is shipped, depending on the zip code of the shipping address. The final amount will in any case be equal to or less than the estimated sales tax and will be indicated in the invoice you receive with the shipping confirmation email.

 

 

Will the parcel contain the invoice?

Paper invoices can be requested with your shipped order. Otherwise it will contain the ordered goods, a delivery note and warranty documents. You will also receive the invoice as a PDF attachment by email.

 

 

Why did you charge me twice even though I placed a single order?

A. Lange & Söhne 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.

 

 

Why is the amount I paid different from the amount I ordered?

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.

 

 

What payment methods are available?

All online purchases can be paid for by credit card (Visa, MasterCard, American Express, China Union Pay), bank transfer or PayPal. When ordering by phone through the A. Lange & Söhne Customer Care team, the only payment methods available are credit card and bank transfer. You can place orders via the following numbers: 
China: 400 6032 296

 

 

Is it possible to pay for a single order using multiple cards?

No. The total amount of an order must be paid using a single payment method.

 

 

When will the amount of my order be debited?

Credit cards and PayPal: Your credit card will be charged at the time of shipping your order. However, the amount can be blocked in your account in advance. For orders for collection in the boutique, the amount will be debited as soon as your order has left the warehouse.
Bank transfer: Your account will be charged as soon as you have made the transfer.

 

 

Can I change the payment method after I have placed my order?

No. Once an order has been placed, the payment method cannot be changed afterwards.

 

 

How many taxes and duties do I have to pay?

Taxes and any other charges (e.g. customs) vary depending on the country to which the products are delivered.

 

 

Shipping

 

What shipping methods are available? What are the shipping costs?

A. Lange & Söhne offers free shipping for all orders. Standard delivery: (3–6 business days); Express (1–2 business days); Saturday and Sunday are not considered normal working days for estimated delivery times. In the case of a requested pickup from one of our boutiques, our Customer Care team will advise you when the piece is available. Further information can be found in our Conditions of Sale

 

 

Which countries do you ship to?

China Mainland (Excluding Hong Kong, Macau and Taiwan)

 

 

Can I choose a delivery date and time?

Please contact the A. Lange & Söhne Customer Care team for China:

contact@alange-soehne.com.cn

400 6032 296
to directly to organise a possible delivery date.

 

 

Can I have my order delivered to a collection point or a PO BOX?

Some addresses are excluded from our shipping, including military areas, certain restricted areas, pick-up stations and post office boxes.

 

 

Can I pick up my order in one of your boutiques?

Pick-up from the boutique is offered at the following locations: To find a boutique near you, please click here. 

 

 

What should I do if my order has not been delivered yet?

Check that the address indicated for the delivery is correct. In the case of a missed delivery, please contact the responsible courier company.
For further assistance, contact the A. Lange & Söhne Customer Care team for China:

contact@alange-soehne.com.cn
400 6032 296

 

 

Do you offer same day delivery?

Same-day delivery might be an option on certain orders. Please contact our Customer Care team for more information. 

contact@alange-soehne.com.cn
400 6032 296

 

 

Can I have my order sent as a gift?

Yes. A gift wrap option is available and you can add a gift message of your choice as well.

 

 

Is my package insured and do I have to sign to receive my order?

Yes. Your package is insured during shipment until it arrives at the specified delivery address. A signature upon receipt is required.

 

 

Returns and Exchanges

 

Can I return an individually configured or personalised product (product with personal engraving)?

No. Personalised products cannot be exchanged or returned. However, if you are of the opinion that the products are defective, including in terms of satisfactory quality, suitability for the intended purpose or deviations from the description, you can contact our Customer Service team within Seven (7) days of delivery to obtain a full refund, repair or replacement of the product (if available).

contact@alange-soehne.com.cn
400 6032 296

 

 

Can I get my refund on a credit card that is different from the one I used to order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

 

Can I exchange or return a product that I received as a gift?

Yes. If you have received a product as a gift and would like to exchange or return it, please contact the Customer Care team for China: 400 6032 296

 

Further information can be found in our Conditions of Sale. (Only the buyer will receive a refund. Check gift return options.)

 

 

How can I exchange a product?

A. Lange & Söhne offers you the opportunity to exchange A. Lange & Söhne timepieces and accessories purchased by telephone within seven (7) days of delivery via our Customer Care team. To exchange a product that you bought by phone from our A. Lange & Söhne Customer Care, please contact us at the following contact numbers:

contact@alange-soehne.com.cn
400 6032 296

Our ambassador will process the exchange request and organise the return of the original item. Every exchanged product is subjected to a quality check on arrival at our warehouse. The new item will be shipped when the quality check has been successfully completed. Purchases can also be returned to one of our boutiques within the conditions of our return policy. Please contact our Customer Care for a list of locations. Timepieces that have been personalised or custom-made for you in any way are non-returnable. Further information can be found in our Conditions of Sale

 

 

How can I return a product?

A. Lange & Söhne offers you the opportunity to exchange A. Lange & Söhne timepieces and accessories purchased by telephone within fourteen (14) days of delivery via our Customer Service. To exchange a product that you bought by phone from our A. Lange & Söhne Customer Care, please contact us at the following contact numbers:

contact@alange-soehne.com.cn
400 6032 296

Our ambassador will process the exchange request and organise the return of the original item. Every exchanged product is subjected to a quality check on arrival at our warehouse. The new item will be shipped when the quality check has been successfully completed. Purchases can also be returned to one of our boutiques within the conditions of our return policy. Please contact our Customer Care for a list of locations. Timepieces that have been personalised or custom-made for you in any way are non-returnable. Further information can be found in our Conditions of Sale

 

 

What is the address of your returns department?

If you would like to return a product,  please call our Customer Care team. The address will be provided by our Customer Care team and will be mentioned on the return form provided.
Before shipping your return, please contact the A. Lange & Söhne Customer Care team for China:

contact@alange-soehne.com.cn
400 6032 296
to receive a return authorisation number. Further information can be found in our Conditions of Sale. To return your purchase to one of our available boutique locations, please contact the A. Lange & Söhne Customer Care team as well.

 

 

Do I pay the shipping costs for the return?

No. Returns are free when you use the prepaid shipping label that comes with phone orders. If you have any further questions, please contact the A. Lange & Söhne Customer Care at: 

contact@alange-soehne.com.cn

400 6032 296

 

 

How long do I have to return a product?

Products can be returned within 7 days of them being delivered. For our return policy, please refer to our Conditions of Sale.

 

 

How long does it take to process my refund?

All refunds will be processed within 14 days  from the day you post your return if they pass our quality check.

 

 

I've lost my return label. How can I get a new one?

If you have lost the prepaid return label, please contact us.

contact@alange-soehne.com.cn
400 6032 296

 

 

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 issue a refund to a different account.

 

 

I have decided to keep my order but have already filled out 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.

 

 

Complimentary Services

 

Can I purchase a gift certificate?

No. A. Lange & Söhne does not currently offer gift certificates.

 

 

Can I have my product engraved or embossed once I have received it?

Yes. We offer personalisation services in most of our boutiques. Please note that you may be charged for this service. Please check with your nearest boutique for further information.

 

 

Can I exchange the strap of a watch that I want to order?

Strap exchanges can be arranged through our boutiques. For more information, please contact the A. Lange & Söhne Customer Care team for China:

contact@alange-soehne.com.cn
400 6032 296

 

 

Customer Service

 

You can find all the details about customer service here.

 

 

Additional Questions

 

Why should I have my watch serviced regularly?

Your timepiece is a precision instrument that has been designed and manufactured with the greatest care. Since it consists of numerous components, oils and lubricants, extensive maintenance is necessary so that it will continue to function properly for years.

 

 

Can I report fakes?

To report possible counterfeit products, please contact the A. Lange & Söhne Customer Care team for China:

contact@alange-soehne.com.cn
400 6032 296

 

 

How do you help protect the environment?

Sustainability matters to us at A. Lange & Söhne, we use our resources carefully. To find out more about our social and environmental responsibility please visit the "Sustainability Page" on our website.
 
 

What is the average life of a leather strap?

Leather is a natural material and is subject to a natural ageing process. To prevent the leather strap from wearing out faster than expected, you should protect it from moisture and contact with cosmetics. If it is worn every day, a leather strap should be replaced about every 18 months for reasons of hygiene.

Table of Content

 • Orders

 • Payments

 • Shipping

 • Returns and Exchanges

 • E-Complimentary Services

 • Customer Service

 • Additional Questions

 

 

Orders

 

Are my personal details kept confidential?

Yes, all data and payment information transmitted via A. Lange & Söhne Client Relations Center are secured by SSL encryption. Further information on the use of the data can be found in our Privacy Policy.

 

 

How do I place an order online or by phone?

A. Lange & Söhne boutiques and Client Relations Center teams will be happy to assist you in choosing your timepiece and taking your order over the phone. Please reach us at the A. Lange & Söhne Client Relations Center in Hong Kong: +852 2642 3008.

 

 

Are all products visible online?

Our website features all models of our current collection. In addition, A. Lange & Söhne collection book can be ordered here.

 

If you are interested in a model that you cannot find on our website or in our collection book, our Client Relations Center team will be happy to assist you. Please reach us at the A. Lange & Söhne Client Relations Center in Hong Kong: +852 2642 3008

 

 

How can I buy a watch strap?

You can order watch straps at A. Lange & Söhne boutiques or our official dealers. Alternatively, you can contact our Client Relations Center in Hong Kong: +852 2642 3008.

 

 

How do I find out the price of a product if it is not displayed on the website?

A. Lange & Söhne boutiques and Client Relations Center teams will be happy to assist you with your price enquiry. Please reach us at the A. Lange & Söhne Client Relations Center in Hong Kong: +852 2642 3008.

 

 

Can I change or cancel my order after I have placed it?

To find out whether your order can be changed or cancelled, please contact A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008.

 

 

More than 24 hours have passed and I still haven't received an order confirmation email. What should I do?

You will receive a confirmation email from us within 24 hours after you placed your order with A. Lange & Söhne Client Relations Center team. 

Please check your spam folder and make sure that our Client Relations Center address Contact.hk@lange-soehne.com is in the safe sender list. If you cannot locate a confirmation email, please reach us by email or phone. Contact.hk@lange-soehne.com; Hong Kong: +852 2642 3008.

 

 

Is it safe to buy from you online?

Yes, all data and payment information that is transmitted via our e-boutique is secured using SSL encryption (https). We do not store your payment information, credit card numbers or PayPal account details. 

Further information can be found in our Conditions of Sale

 

 

Payments

 

Will the parcel contain the invoice?

Paper invoices can be requested with your shipped order. Otherwise it will contain the ordered goods, a delivery note and warranty documents. You will also receive the invoice as a PDF attachment by email.

 

 

Why did you charge me twice even though I placed a single order?

A. Lange & Söhne 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.

 

 

Why is the amount I paid different from the amount I ordered?

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.

 

 

What payment methods are available?

When ordering by phone through the A. Lange & Söhne Client Relations Center, the only payment methods available are credit card (Visa, MasterCard, American Express, JCB, China Union Pay) and bank transfer. All online purchases can be paid for by credit card or bank transfer.  

You can place orders via the A. Lange & Söhne Client Relations Center in Hong Kong: +852 2642 3008.

 

 

Is it possible to pay for a single order using multiple cards?

No. The total amount of an order must be paid using a single payment method.

 

 

When will the amount of my order be debited?

Credit cards: Your credit card will be charged at the time of shipping your order. However, the amount can be blocked in your account in advance. For orders for collection in the boutique, the amount will be debited as soon as your order has left the warehouse.

                        

Bank transfer: Your account will be charged as soon as you have made the transfer.

 

 

Can I change the payment method after I have placed my order?

No. Once an order has been placed, the payment method cannot be changed afterwards.

 

 

Shipping

 

What shipping methods are available? What are the shipping costs?

A. Lange & Söhne offers complimentary shipping for all orders. Same day: (orders received by 12:30pm); Next day (orders received by 3:00pm); Select Day. If you decide to pick-up your order at A. Lange & Söhne boutique, our Client Relations Center team will advise you when your order is ready to be picked-up. 

Further information can be found in our Conditions of Sale

 

 

Which countries do you ship to?

Orders placed via the A. Lange & Söhne Client Relations Center in Hong Kong can be delivered within Hong Kong.


 

Can I choose a delivery date and time?

Please contact the A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008 directly to organise a possible delivery date.

 

 

Can I have my order delivered to a collection point or a PO BOX?

Some addresses are excluded from our shipping, including military areas, certain restricted areas, pick-up stations and post office boxes.

 

 

Can I pick up my order in one of your boutiques?

We would be delighted to welcome you at A. Lange & Söhne boutiques. Boutique pick-up service is offered at selected locations. Our boutique sales associate will be happy to show you how to set, care and maintain your A. Lange & Söhne timepiece.  

 

To find out more about boutique pick-up, please contact the Client Relations Center team in Hong Kong: +852 2642 3008.

 

 

What should I do if my order has not been delivered yet?

Please check that the address indicated for the delivery is correct. If you missed the delivery, we advise that you directly contact the responsible courier company.

 

For further assistance, please contact the A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008.

 

 

Do you offer same day delivery?

Same-day delivery might be an option on certain orders. For assistance, please contact the A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008

 

 

Can I have my order sent as a gift?

Yes. A gift wrap option is available and you can add a gift message of your choice as well. 

 

 

Is my package insured and do I have to sign to receive my order?

Yes. Your package is insured during shipment until it arrives at the specified delivery address. A signature upon receipt is required.

 

 

Returns and Exchanges

 

Can I return an individually configured or personalised product (product with personal engraving)?

No. Personalised products cannot be exchanged or returned. However, if you are of the opinion that the products are defective, including in terms of satisfactory quality, suitability for the intended purpose or deviations from the description, you can contact our Client Relations Center team to request a repair or replacement of the product (if available).

For further information, please contact our Client Relations Center in Hong Kong: +852 2642 3008.

 

 

Can I get my refund on a credit card that is different from the one I used to order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

 

Can I exchange or return a product that I received as a gift?

If you received a gift which seems to have defects originally caused by A. Lange & Söhne (originally defective), please contact the  A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008.

Further information can be found in our conditions of  sale Conditions of Sale.

 

 

How can I exchange a product?

A. Lange & Söhne currently does not offer the opportunity to exchange products purchased that do not have any defects caused by  A. Lange & Söhne (originally defective). 

Further information can be found in our Conditions of Sale

 

 

How can I return a product?

A. Lange & Söhne currently does not offer the opportunity to return products purchased that do not have any defects caused by  A. Lange & Söhne (originally defective). If you are of the opinion that you received defective products, please contact our Client Relations Center team.  The A. Lange & Söhne Client Relations Center team in Hong Kong is pleased to assist you with your return process: +852 2642 3008.

 

Purchases can also be returned to one of A. Lange & Söhne boutiques within the conditions of our return policy. Please contact our Client Relations Center for a list of locations. 

 

Timepieces that have been personalised or custom-made for you in any way are non-returnable. 

 

Further information can be found in our Conditions of Sale

 

 

Complimentary Services

 

Can I purchase a gift certificate?

No. A. Lange & Söhne does not currently offer gift certificates.

 

 

Can I have my product engraved or embossed once I have received it?

Yes. We offer personalisation services at A. Lange & Söhne boutiques. Please note that you may be charged for this service. 

 

Please contact your nearest A. Lange & Söhne boutique or the Client Relations Center team in Hong Kong: +852 2642 3008 for further information.

 

 

Can I exchange the strap of a watch that I want to order?

Yes.  If you wish, we are pleased to offer a different strap size for the timepiece you have selected to order.  Alternatively, we invite you to exchange your watch strap at  A. Lange & Söhne boutiques.

For more information, please contact the A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008.

 

 

Customer Service

 

You can find all the details about customer service here.

 

 

Additional Questions

 

Why should I have my watch serviced regularly?

Your timepiece is a precision instrument that has been designed and manufactured with the greatest care. Since it consists of numerous components, oils and lubricants, extensive maintenance is necessary so that it will continue to function properly for years. We recommend you to have your watch overhauled every five to seven years.

 

 

Can I report fakes?

To report possible counterfeit products, please contact the A. Lange & Söhne Client Relations Center team in Hong Kong: +852 2642 3008 or by email Contact.hk@lange-soehne.com

 

 

How do you help protect the environment?

Sustainability matters to us. At A. Lange & Söhne, we use our resources carefully. To find out more about our social and environmental responsibility please visit the "Sustainability Page" page on our website.

 

 

What is the average life of a leather strap?

Leather is a natural material and is subject to a natural ageing process. To prevent the leather strap from wearing out quickly, please protect it from moisture and contact with cosmetics. If you wear it every day, we advise that you replace the leather strap every 18 months for reasons of hygiene. 

 

We invite you to order watch straps at A. Lange & Söhne boutiques or our official dealers.

Table of Content

 • Orders

 • Payments

 • Shipping

 • Returns and Exchanges

 • Complimentary Services

 • Customer Service

 • Additional Questions

 

 

Orders

 

Are my personal details kept confidential?

Yes, all data and payment information transmitted via A. Lange & Söhne Client Relations Center are secured by SSL encryption. Further information on the use of the data can be found in ourPrivacy Policy.

 

 

How do I place an order online or by phone?

A. Lange & Söhne boutique and Client Relations Center teams will be happy to assist you in choosing your timepiece and taking your order over the phone. Please reach us at the A. Lange & Söhne Client Relations Center in Singapore: +65 6509 0928.

 

 

Are all products visible online?

Our website features all models of our current collection. In addition, A. Lange & Söhne collection book can be ordered here.

 

If you are interested in a model that you cannot find on our website or in our collection book, our Client Relations Center team will be happy to assist you. Please reach us at the A. Lange & Söhne Client Relations Center in Singapore: +65 6509 0928.

 

 

How can I buy a watch strap?

You can order watch straps at A. Lange & Söhne boutique or our official dealers. Alternatively, you can contact our Client Relations Center in Singapore: +65 6509 0928.

 

 

How do I find out the price of a product if it is not displayed on the website?

A. Lange & Söhne boutique and Client Relations Center teams will be happy to assist you with your price enquiry. Please reach us at the A. Lange & Söhne Client Relations Center in Singapore: +65 6509 0928.

 

 

Can I change or cancel my order after I have placed it?

To find out whether your order can be changed or cancelled, please contact A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928.

 

 

More than 24 hours have passed and I still haven't received an order confirmation email. What should I do?

You will receive a confirmation email from us within 24 hours after you placed your order with A. Lange & Söhne Client Relations Center team. Please check your spam folder and make sure that our Client Relations Center address Contact.sg@lange-soehne.com is in the safe sender list. 

 

If you cannot locate a confirmation email, please reach us by email or phone. Contact.sg@lange-soehne.com; Singapore: +65 6509 0928.

 

 

Is it safe to buy from you online?

Yes, all data and payment information that is transmitted via our e-boutique is secured using SSL encryption (https). We do not store your payment information, credit card numbers or PayPal account details. 

 

Further information can be found in our Conditions of Sale

 

 

Payments

 

Tax information

All prices shown on the product pages of the A. Lange & Söhne website or quoted by the A. Lange & Söhne Client Relations Center include Singaporean GST.

 

 

Will the parcel contain the invoice?

Paper invoices can be requested with your shipped order. Otherwise it will contain the ordered goods, a delivery note and warranty documents. You will also receive the invoice as a PDF attachment by email.

 

 

Why did you charge me twice even though I placed a single order?

A. Lange & Söhne 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.

 

 

Why is the amount I paid different from the amount I ordered?

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.

 

 

What payment methods are available?

When ordering by phone through the A. Lange & Söhne Client Relations Center, the only payment methods available are credit card (Visa, MasterCard, American Express, JCB, China Union Pay) and bank transfer. All online purchases can be paid for by credit card or bank transfer.  

 

You can place orders via the A. Lange & Söhne Client Relations Center in Singapore: +65 6509 0928.

 

 

 

Is it possible to pay for a single order using multiple cards?

No. The total amount of an order must be paid using a single payment method.

 

 

When will the amount of my order be debited?

Credit cards: Your credit card will be charged at the time of shipping your order. However, the amount can be blocked in your account in advance. For orders for collection in the boutique, the amount will be debited as soon as your order has left the warehouse.

                                    

Bank transfer: Your account will be charged as soon as you have made the transfer.

 

 

Can I change the payment method after I have placed my order?

No. Once an order has been placed, the payment method cannot be changed afterwards.

 

 

Shipping

 

What shipping methods are available? What are the shipping costs?

A. Lange & Söhne offers complimentary shipping for all orders. Same day: (orders received by 12:30pm); Next day (orders received by 3:00pm); Select Day. If you decide to pick-up your order at A. Lange & Söhne boutique, our Client Relations Center team will advise you when your order is ready to be picked-up. 

 

Further information can be found in our Conditions of Sale

 

 

Which countries do you ship to?

Orders placed via the A. Lange & Söhne Client Relations Center in Singapore can be delivered within Singapore.


 

Can I choose a delivery date and time?

Please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928 directly to organise a possible delivery date.

 

 

Can I have my order delivered to a collection point or a PO BOX?

Some addresses are excluded from our shipping, including military areas, certain restricted areas, pick-up stations and post office boxes.

 

 

Can I pick up my order in one of your boutiques?

We would be delighted to welcome you at A. Lange & Söhne boutique. Boutique pick-up service is offered at selected locations. Our boutique sales associate will be happy to show you how to set, care and maintain your A. Lange & Söhne timepiece.

 

To find out more about boutique pick-up, please contact the Client Relations Center team in Singapore: +65 6509 0928.

 

 

What should I do if my order has not been delivered yet?

Please check that the address indicated for the delivery is correct. If you missed the delivery, we advise that you directly contact the responsible courier company.

For further assistance, please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928.

 

 

Do you offer same day delivery?

Same-day delivery might be an option on certain orders. For assistance, please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928.

 

 

Can I have my order sent as a gift?

Yes. A gift wrap option is available and you can add a gift message of your choice as well. 

 

 

Is my package insured and do I have to sign to receive my order?

Yes. Your package is insured during shipment until it arrives at the specified delivery address. A signature upon receipt is required.

 

 

Returns and Exchanges

 

Can I return an individually configured or personalised product (product with personal engraving)?

No. Personalised products cannot be exchanged or returned. However, if you are of the opinion that the products are defective, including in terms of satisfactory quality, suitability for the intended purpose or deviations from the description, you can contact our Client Relations Center team to request a repair or replacement of the product (if available).

 

For further information, please contact our Client Relations Center in Singapore: +65 6509 0928.

 

 

 

Can I get my refund on a credit card that is different from the one I used to order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

 

Can I exchange or return a product that I received as a gift?

If you received a gift which seems to have defects originally caused by A. Lange & Söhne (originally defective), please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928.

 

Further information can be found in our Conditions of Sale

 

 

How can I exchange a product?

A. Lange & Söhne currently does not offer the opportunity to exchange products purchased that do not have any defects caused by  A. Lange & Söhne (originally defective). 

 

Further information can be found in our Conditions of Sale.

 

 

How can I return a product?

A. Lange & Söhne currently does not offer the opportunity to return products purchased that do not have any defects caused by  A. Lange & Söhne (originally defective). If you are of the opinion that you received defective products, please contact our Client Relations Center team.  The A. Lange & Söhne Client Relations Center team in Singapore is pleased to assist you with your return process: +65 6509 0928.

 

Purchases can also be returned to one of A. Lange & Söhne boutique within the conditions of our return policy.

 

Timepieces that have been personalised or custom-made for you in any way are non-returnable. 

 

Further information can be found in our Conditions of Sale

 

 

Complimentary Services

 

Can I purchase a gift certificate?

No. A. Lange & Söhne does not currently offer gift certificates.

 

 

Can I have my product engraved or embossed once I have received it?

Yes. We offer personalisation services at A. Lange & Söhne boutiques. Please note that you may be charged for this service. 

 

Please contact your nearest A. Lange & Söhne boutique or the Client Relations Center team in Singapore: +65 6509 0928 for further information.

 

 

Can I exchange the strap of a watch that I want to order?

Yes.  If you wish, we are pleased to offer a different strap size for the timepiece you wish to order.  Alternatively, we invite you to exchange your watch strap at  A. Lange & Söhne boutique.

 

For more information, please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928.

 

 

Customer Service

 

You can find all the details about customer service here.

 

 

Additional Questions

 

Why should I have my watch serviced regularly?

Your timepiece is a precision instrument that has been designed and manufactured with the greatest care. Since it consists of numerous components, oils and lubricants, extensive maintenance is necessary so that it will continue to function properly for years. We recommend you to have your watch overhauled every five to seven years.

 

 

Can I report fakes?

To report possible counterfeit products, please contact the A. Lange & Söhne Client Relations Center team in Singapore: +65 6509 0928 or by email Contact.sg@lange-soehne.com

 

 

How do you help protect the environment?

Sustainability matters to us. At A. Lange & Söhne, we use our resources carefully. To find out more about our social and environmental responsibility please visit the “Sustainability" page on our website.

 

 

What is the average life of a leather strap?

Leather is a natural material and is subject to a natural ageing process. To prevent the leather strap from wearing out quickly, please protect it from moisture and contact with cosmetics. If you wear it every day, we advise that you replace the leather strap every 18 months for reasons of hygiene. 

 

We invite you to order watch straps at A. Lange & Söhne boutique or our official dealers.

Table of Content

 • Orders

 • Payments

 • Shipping

 • Returns and Exchanges

 • E-Complimentary Services

 • Customer Service

 • Additional Questions

 

 

Orders

 

Are my personal details kept confidential?

Yes, all data and payment information transmitted via A. Lange & Söhne Client Relations Center are secured by SSL encryption. Further information on the use of the data can be found in ourPrivacy Policy.

 

 

How do I place an order online or by phone?

The A. Lange & Söhne Client Relations Center team will be happy to assist you in choosing your timepiece and taking your order over the phone. Please reach us at the A. Lange & Söhne Client Relations Center for Australia: +61 1800 343 883

 

 

Are all products visible online?

Our website features all models of our current collection. In addition, A. Lange & Söhne collection book can be ordered here.

 

If you are interested in a model that you cannot find on our website or in our collection book, our Client Relations Center team will be happy to assist you. Please reach us at the A. Lange & Söhne Client Relations Center for Australia: +61 1800 343 883.  

 

 

How can I buy a watch strap?

You can order watch straps at A. Lange & Söhne boutique or our official dealers. Alternatively, you can contact our Client Relations Center in Australia: +61 1800 343 883.  

 

 

How do I find out the price of a product if it is not displayed on the website?

A. Lange & Söhne Client Relations Center team will be happy to assist you with your price enquiry. Please reach us at the A. Lange & Söhne Client Relations Center for Australia: +61 1800 343 883

 

 

Can I change or cancel my order after I have placed it?

To find out whether your order can be changed or cancelled, please contact A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883.

 

 

More than 24 hours have passed and I still haven't received an order confirmation email. What should I do?

You will receive a confirmation email from us within 24 hours after you placed your order with A. Lange & Söhne Client Relations Center team. Please check your spam folder and make sure that our Client Relations Center address Contact.au@lange-soehne.com is in the safe sender list. 

 

If you cannot locate a confirmation email, please reach us by email or phone. Contact.au@lange-soehne.com; Australia: +61 1800 343 883.

 

 

Is it safe to buy from you online?

Yes, all data and payment information that is transmitted via our e-boutique is secured using SSL encryption (https). We do not store your payment information, credit card numbers or PayPal account details. 

Further information can be found in our Conditions of Sale

 

 

Payments

 

Tax information

All prices shown on the product pages of the A. Lange & Söhne website or quoted by the A. Lange & Söhne Client Relations Center include Australian GST.

 

 

Will the parcel contain the invoice?

Paper invoices can be requested with your shipped order. Otherwise it will contain the ordered goods, a delivery note and warranty documents. You will also receive the invoice as a PDF attachment by email.

 

 

Why did you charge me twice even though I placed a single order?

A. Lange & Söhne 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.

 

 

Why is the amount I paid different from the amount I ordered?

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.

 

 

What payment methods are available?

When ordering by phone through the A. Lange & Söhne Client Relations Center, the only payment methods available are credit card (Visa, MasterCard, American Express, JCB, China Union Pay) and bank transfer. All online purchases can be paid for by credit card or bank transfer. 

 

You can place orders via the A. Lange & Söhne Client Relations Center for Australia: +61 1800 343 883.

 

 

 

Is it possible to pay for a single order using multiple cards?

No. The total amount of an order must be paid using a single payment method.

 

 

When will the amount of my order be debited?

Credit cards: Your credit card will be charged at the time of shipping your order. However, the amount can be blocked in your account in advance. For orders for collection in the boutique, the amount will be debited as soon as your order has left the warehouse.

                     

Bank transfer: Your account will be charged as soon as you have made the transfer.

 

 

Can I change the payment method after I have placed my order?

No. Once an order has been placed, the payment method cannot be changed afterwards.

 

 

Shipping

 

What shipping methods are available? What are the shipping costs?

A. Lange & Söhne offers complimentary shipping for all orders. Standard shipping is available for shipment within Australia.

 

Further information can be found in our Conditions of Sale

 

 

Which countries do you ship to?

Orders placed via the A. Lange & Söhne Client Relations Center for Australia can be delivered within Australia.


 

Can I choose a delivery date and time?

Please contact the A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883 directly to organise a possible delivery date.

 

 

Can I have my order delivered to a collection point or a PO BOX?

Some addresses are excluded from our shipping, including military areas, certain restricted areas, pick-up stations and post office boxes.

 

 

Can I pick up my order in one of your boutiques?

Boutique pick-up service is presently not offered in Australia. We are happy to ship your orders to the address of your choice within Australia.  

 

 

What should I do if my order has not been delivered yet?

Please check that the address indicated for the delivery is correct. If you missed the delivery, we advise that you directly contact the responsible courier company.

 

For further assistance, please contact the A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883.

 

 

Do you offer same day delivery?

Currently we do not offer a same-day delivery. For further assistance, please contact the A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883.

 

 

Can I have my order sent as a gift?

Yes. A gift wrap option is available and you can add a gift message of your choice as well. 

 

 

Is my package insured and do I have to sign to receive my order?

Yes. Your package is insured during shipment until it arrives at the specified delivery address. A signature upon receipt is required.

 

 

Returns and Exchanges

 

Can I return an individually configured or personalised product (product with personal engraving)?

No. Personalised products cannot be exchanged or returned. However, if you are of the opinion that the products are defective, including in terms of satisfactory quality, suitability for the intended purpose or deviations from the description, you can contact our Client Relations Center team to request a repair or replacement of the product (if available).

 

For further information, please contact our Client Relations Center for Australia: +61 1800 343 883.

 

 

 

Can I get my refund on a credit card that is different from the one I used to order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

 

Can I exchange or return a product that I received as a gift?

If you received a gift which seems to have defects originally caused by A. Lange & Söhne (originally defective), please contact the A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883.

 

Further information can be found in our Conditions of Sale

 

 

How can I exchange a product?

A. Lange & Söhne currently does not offer the opportunity to exchange products purchased that do not have any defects caused by A. Lange & Söhne (originally defective). If you are of the opinion that you received defective products, please contact our Client Relations Center.  The A. Lange & Söhne Client Relations Center team for Australia is pleased to assist you : +61 1800 343 883.

 

Further information can be found in our Conditions of Sale.

 

 

How can I return a product?

A. Lange & Söhne currently does not offer the opportunity to return products purchased that do not have any defects caused by A. Lange & Söhne (originally defective). If you are of the opinion that you received defective products, please contact our Client Relations Center.  The A. Lange & Söhne Client Relations Center team for Australia is pleased to assist you with your return process: +61 1800 343 883.

 

Timepieces that have been personalised or custom-made for you in any way are non-returnable. 

 

Further information can be found in our Conditions of Sale

 

 

Complimentary Services

 

Can I purchase a gift certificate?

No. A. Lange & Söhne does not currently offer gift certificates.

 

 

Can I have my product engraved or embossed once I have received it?

Yes. We offer personalisation services at A. Lange & Söhne boutiques. Please note that you may be charged for this service. 

 

Please contact your nearest A. Lange & Söhne boutique or the Client Relations Center team for Australia : +61 1800 343 883 for further information.

 

 

Can I exchange the strap of a watch that I want to order?

Yes.  If you wish, we are pleased to offer a different strap size for the timepiece you wish to order.  

 

For more information, please contact the A. Lange & Söhne Client Relations Center team in Australia: +61 1800 343 883.

 

 

Customer Service

 

You can find all the details about customer service here.

 

 

Additional Questions

 

Why should I have my watch serviced regularly?

Your timepiece is a precision instrument that has been designed and manufactured with the greatest care. Since it consists of numerous components, oils and lubricants, extensive maintenance is necessary so that it will continue to function properly for years. 

 

We recommend you to have your watch overhauled every five to seven years.

 

 

Can I report fakes?

To report possible counterfeit products, please contact the A. Lange & Söhne Client Relations Center team for Australia: +61 1800 343 883 or by email. Contact.au@lange-soehne.com

 

 

How do you help protect the environment?

Sustainability matters to us. At A. Lange & Söhne, we use our resources carefully. To find out more about our social and environmental responsibility please visit the “Sustainability" page on our website.

 

 

What is the average life of a leather strap?

Leather is a natural material and is subject to a natural ageing process. To prevent the leather strap from wearing out quickly, please protect it from moisture and contact with cosmetics. If you wear it every day, we advise that you replace the leather strap every 18 months for reasons of hygiene. 

 

We invite you to order watch straps at A. Lange & Söhne boutique or our official dealers.