Monserrate Pre-Order Policy

Effective Date: September 2025

Monserrate is a luxury atelier that produces timepieces on a pre-order basis. This approach allows us to craft each watch to order, minimize waste, and ensure that every owner receives a piece created with care and intention.

This policy explains how pre-orders work, what to expect in terms of timelines, and your rights as a customer.

1. What is a Pre-Order?

A pre-order means that the watch you are purchasing is not yet in stock. Instead, it will be produced after you place your order. Production begins once a collection’s pre-order window closes, and delivery dates are estimated based on that schedule.

We will always display when an item is offered as a pre-order on its product page.

2. Payment for Pre-Orders

Full payment is required at the time of placing a pre-order. This secures your watch in the production run.
Payments are processed securely through Shopify.
Your order is confirmed once payment is received and you receive a confirmation email.

3. Estimated Delivery Dates

We provide estimated production and delivery timeframes on each pre-order product page.
These dates are indicative and may change if production is delayed (for example, due to supply chain issues or artisanal processes).
If a significant delay occurs, we will inform you by email.

4. Changes to Pre-Orders

You may request to change your pre-order to another available model any time before your watch has shipped. Please contact us as soon as possible to confirm availability.

Once your watch is in production or has shipped, changes are no longer possible.

5. Cancellation of Pre-Orders

Within 24 hours: You may cancel your pre-order within 24 hours of placing it for a full refund.
After 24 hours (before shipping): You may still cancel, but your refund will only be processed once the original estimated delivery date has arrived or the watch is ready to ship.
After shipment: You cannot cancel a shipped pre-order, but you may return it under our Returns & Refunds Policy (see Section 7 of that policy).

6. Combining Pre-Orders with In-Stock Items

If you order both in-stock and pre-order items in a single order, they may be shipped separately so you receive in-stock items without delay. Shipping costs (if any) will be calculated accordingly.

7. Returns of Pre-Ordered Products

Once delivered, pre-ordered watches follow the same conditions as any other Monserrate purchase:

You have 14 calendar days from receipt to withdraw from the purchase and return the item, provided it is unworn and in original condition.
Please see our Returns & Refunds Policy for full details.

8. Unavailability or Cancellation by Monserrate

If, due to unforeseen circumstances, we are unable to produce your pre-ordered watch (for example, insufficient orders or supply issues), we reserve the right to cancel the order. In this case:

You will be promptly notified.
You will receive a full refund of all amounts paid.

9. Contact Us

If you have any questions about pre-orders, please reach out:

Last Updated: September 2025