Frequently Asked Questions

Pre-Order Items


  • What are the watches with "Delivery time" or "Launch Date" in the future?

A watch with a "Delivery Time" or "Launch Date" is an item that can be a part of new but not yet released collections, or a highly demanding watch which production takes time. With indicated "Delivery Time" or "Launch Date", you are able to preview and pre-purchase before it becomes available. This means that the item is not immediately in stock and the shipping time may vary. They are subject to our Terms and Conditions (T&Cs)


  • If I want to buy a watch which has a delivery date in the future, when do I need to make the payment?

Payment must be made at the time of online purchase, and the total amount of the order will be charged immediately upon completion of the online order, independent of the delivery date of the purchased watch.


  • When will I receive my order, if I combine various items with different "Delivery Time" or "Launch Date" in one order?

If you order several products with different future delivery dates, as soon as any of your ordered products are ready, we will send the 1st parcel to you as soon as possible. Products that are ready later will be sent later.


  • Can I cancel a "Pre-Order" item with a delivery date or launch date in the future?

Yes, you can cancel the order ANYTIME before the shipping process has started by contacting customer service. Once the shipping process has started and a tracking number has been issued, orders can no longer be changed or cancelled. Nevertheless, once received, the products may subsequently be returned for a refund according to the applicable return conditions.


  • How can I cancel a "Pre-Order" item with a delivery date or launch date in the future?

You can contact customer service anytime for the cancellation. You can email us at [email protected] or call us on +41 44 227 17 17 (Mon-Fri: 10 am to 6 pm, Sat: 10 am to 5 pm), our team will be glad to assist you and further indications will be given.  


3 Hours Flash Delivery


  • what’s to do if I have a 3 Hour Delivery order but I can’t be there to sign the parcel?

Please call us immediately at +41 44 227 17 17 (Mon-Fri: 10 am to 6 pm, Sat: 10 am to 5 pm), and our staff will help you to re-arrange the delivery.


  • when will I get my Flash delivery order?

When your order is via 3 Hour Delivery, you’ll get your parcel within 3 hours. The exact time depends on where your address is on the delivery route.


  • On which national or local holidays the 3 Hour Delivery is not available

Please note that on the following days the 3 Hour Delivery is not available (the year 2024): 1st January, 2nd January, 29 March, 1st April, 1st May, 20 May, 26 May, 01 August, *25 December ( delivery available until 2:00 pm), 26 December.


Are you officially certified?


Yes, we are an official retailer of all the brands listed on this website.


Where can I discover the products live?

Les Ambassadeurs is happy to welcome you in one of our boutiques:

  • Rue du Rhône 62, 1204 Genève
  • Kapellplatz 5, 6004 Luzern
  • Bahnhofstrasse 64, 8001 Zürich


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

No, you can shop at Les Ambassadeurs without creating an account.


I've forgotten my password - What should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via e-mail.


What forms of payment do you accept?

We accept VISA, VISA Electron, V Pay, MasterCard, American Express, Diners Club/Discover, Cryptocurrency, and TWINT. We also accept pre-payment.


Do you ship internationally?

No, at the moment we only ship inside Switzerland and Liechtenstein (only with Standard Mail)


How quickly do you ship once a purchase is made?

By 3 Hour Delivery, you’ll get your parcel within 3 hours.

By Standard Mail, we ship most items within 2-5 working days, unless otherwise noted in the final confirmation e-mail. If the item is not in stock, we will inform you about the definitive delivery date.


How much do you charge for shipping?

Shipping at Les Ambassadeurs is free of charge.


How do I track my order?

By Standard Mail, once tracking details are available, you will receive tracking confirmation via e-mail and a link to track your package.


Is my package insured?

All your purchases are insured against theft and accidental damage whilst in transit from Les Ambassadeurs to your shipping address.


How can I measure my watch bracelet size?

Click here to view "Watch Bracelet Size & Fit". Read the instructions to accurately measure your bracelet size.


What if the item doesn't fit?

Please contact us to help you find the best option for your particular item ([email protected]).


Can I return or exchange my purchase and what are the conditions?

Yes, you can return or exchange your purchase but please notice the following rules:

    • You can return or exchange your purchase within 14 days after you have signed the receipt of the package.
    • The product has to be returned in the original packaging including the product guarantee.
    • Please make sure your items are returned new, unused, wrapped up with the scratch-protection and with all Les Ambassadeurs and brand product and security tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.


How do I return or exchange an item?

You can either send it, bring it back to one of our boutiques or we will collect it from your address for free. To arrange your return or exchange, please contact [email protected]. You will then receive all the necessary information.


Do I have to pay for return shipping?

No. Les Ambassadeurs provides free of charge shipping for returns and pick up. The item can also be returned at one of our boutiques.


How will I be refunded?

We will refund you via the same payment method you used to make the purchase.


How can I get in touch with Les Aambassaduers when I need further assitance?  

Our customer advisors are here to help you. They will gladly respond to your inquiries via phone at +41 44 227 17 17 (Mon-Fri: 10 am to 6 pm, Sat: 10 am to 5 pm), or by email at: [email protected]."

Where can I send any comments, concerns or feedback?

We love to hear from our customers as we're passionate about what we do and want to ensure our customers have a great Les Ambassadeurs experience. Please send your thoughts to [email protected].