Frequently Asked 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.