Chrono24 Help and Frequently Asked Questions

Use the search box below to search through our FAQ and find answers to your questions quickly. You can also contact us directly.

Searching on Chrono24

How do I search for a watch on Chrono24?
Conveniently find your dream watch on Chrono24 via the search bar. The search results page also offers various filter options.

Search bar
The search bar is the easiest and fastest way. Search terms are automatically updated and completed as you type.

Search results page
The search results page offers various filter options. Filter according to manufacturer, model, reference, or availability, for example. The search results list can also be sorted by relevance, price or posting date.

By clicking on Save this search, you can create an search query in order to be notified of new offers by e-mail. Your selected filter will be automatically saved.
How do I filter search results for specific offers?
After having searched for a product via the search bar, you can further refine the search results by using the filter of the results list. Filter according to manufacturer, model, condition, or material, for example. Click on more to show additional filter options. You can select multiple values for a filter at the same time. To disable a filter, simply remove the checkmark.

Customize the sorting of results via the selection box at the top right of the list. Select from among price, posting date and relevance. You can change the default sorting via Settings in your myChrono24 area.

Buying watches

I want to buy a specific watch. How do I proceed?
There are two ways to buy a watch on Chrono24:

Payment via Chrono24:
Many offers allow you to order the watch directly via Chrono24. Your payment goes to an escrow account, where it remains safely until you have the watch in your hands. The Chrono24 team is always available to help ensure your purchase runs smoothly. To buy a watch via Chrono24, click on the green "Buy" button.

You can find more information about paying via Chrono24 here:
Contact the seller directly:
If the seller doesn't offer payment via Chrono24, you should contact them via the contact form (by clicking on the button "Contact seller") or by telephone. You can then agree on payment and shipping directly with the seller.
Who is my contract partner when buying a watch?
Your contract partner is always the respective dealer or private seller. When you choose to pay via Chrono24, you will be shown the terms of sale during the sales process. If you decide to buy the watch directly from the dealer, please take note of the dealer's terms and conditions.

You can read more about paying via Chrono24 here:
What should I keep in mind when buying from a private seller?
If you want to buy from a private seller, the Escrow Service on Chrono24 is the safest way to pay. Your payment goes to an escrow account, where it remains safely until you have the watch in your hands. The Chrono24 team is always available to help in case something doesn't go as planned.

If the private seller doesn't offer the Escrow Service on Chrono24 as a payment method, we suggest you meet the seller in person at a safe location. Meeting at an established watch dealer's shop where the watch can be immediately checked is the safest method. Other alternatives are payment via PayPal or using an external escrow service. Please note that only private sellers who offer the Escrow Service on Chrono24 as a payment method can be reviewed by us. Please review the offer and conditions carefully before buying a watch from a private seller.
How exactly does the purchasing process work?
There are two ways to buy a watch on Chrono24:

Payment via Chrono24:
Many offers allow you to order the watch directly via Chrono24. Your payment goes to an escrow account, where it remains safely until you have the watch in your hands. The Chrono24 team is always available to help ensure your purchase runs smoothly. To buy a watch via Chrono24, click on the green "Buy" button.

You can find further information about paying via Chrono24 here:
Contact the seller directly:
If the seller doesn't offer payment via Chrono24, you should contact them via the contact form (by clicking on the button "Contact seller") or telephone. You can then agree on payment and shipping directly with the seller.

Please note: Your contract partner is always the seller.
How do I contact the seller of a watch?
For offers with payment methods via Chrono24 available, you can order the item by clicking on the green "Buy" button. You can ask the seller general questions about the offer by clicking on the "Contact seller" button.

For all other offers, contact the seller via the "Contact seller" button.

The seller will receive your message via email. We do not have any information about when the seller will read or respond to your message. You can also call the seller if they have listed a phone number. You can find their phone number on the offer page under the "Seller" section.

You can read more about paying via Chrono24 here:
What components make up the sale price of a watch?
Various different components are involved in the sales price of a watch. Firstly, the offer price for the watch itself is relevant. Additional costs for packaging, insurance, shipment or VAT and import sales taxes may also apply. Depending on whether you order your watch from a dealer in Germany or abroad, the additional costs can vary in amount. Contact the dealer for specific information.
The offer comes from abroad. What should I consider when buying and what fees apply?
The price is displayed in the ad as entered by the seller. There may thus be additional costs such as customs duties, taxes, shipment and insurance costs.

For the exact price and the costs involved, please contact the seller of the watch. They can also tell you whether the carrier will take care of the customs formalities. For the regulations applicable in your country, please contact your local customs authority.

Watch purchases are duty free within the European Union. When importing from a third country into the EU, such as from the United States, a minor customs duty and the import sales tax are added to the price. Please contact your customs authority for detailed information.
What are customs duties and import taxes?
When importing goods into your country, you may owe customs duties and import taxes. These are charged by the responsible customs authority and must be paid as soon as the item has reached its destination country. For more information, please contact your customs authority.
How and where can I pay the customs duties and import taxes?
The responsible customs authority charges any duties and taxes, which are due as soon as the item has reached its destination country. In most cases, you will pay any duties and taxes owed to the delivery service at the time of delivery.
Which payment methods are available?
Many sellers offer payment via Chrono24. You can either pay by credit card or bank transfer and your money goes to a secure escrow account, where it remains safely until you have the watch in your hands. The Chrono24 team is always available to help ensure your purchase runs smoothly.

You can find further information about paying via Chrono24 here:
However, every seller decides for themselves which payment methods to offer. Please contact the seller directly to discuss payment details. Sometimes the seller lists the available payment methods in the watch description.
The seller only offers advance payment by bank transfer. Is that trustworthy?
If the seller is a commercial dealer:
Yes, many commercial dealers request advance payment by bank transfer. It is very important to us that all dealers listed on Chrono24 are trustworthy. The identity and legitimacy of all dealers on Chrono24 are extensively reviewed during the registration process. Dealers provide information such as their trade license and references from other dealers. As an alternative to advance payment, you can personally meet the dealer in a safe location to pay in cash and receive the watch. Please note that Chrono24 takes no responsibility for the sale.

Buying from a private seller:
When buying from a private seller, paying in advance by bank transfer is not a safe method. If the private seller wants advance payment and you absolutely want to buy the watch, it is in your own interest to review the legitimacy of both the seller and the offer. For example, you can request references or more pictures of the watch or personal documents. Another alternative to advance payment is personally meeting at a secure location for cash payment or using a trustworthy escrow service. If you have doubts about the seller's trustworthiness, you should not go through with the purchase.

Many sellers offer payment via Chrono24. Your payment goes to a secure escrow account, where it remains safely until you have the watch in your hands. The Chrono24 team is always available to help ensure your purchase runs smoothly. You can find further information about paying via Chrono24 here:
Can I conduct the purchase via an escrow service?
Many sellers offer payment via Chrono24. Your payment goes to a secure escrow account, where it safely remains until you have the watch in your hands. The Chrono24 team is always available to help ensure your purchase runs smoothly. You can find further information about paying via Chrono24 here:
If the seller doesn't offer payment via Chrono24, please note the following:
The following escrow services are for reference only; they are not official recommendations from our site: www.escrow.com and www.eco-treuhand.de (German-language site only). There are other legitimate escrow services based in your own country. Please make an informed decision when choosing an escrow service.

To use an escrow service, the buyer and seller must both be in agreement. If you decide to use an escrow service, please contact them directly for all information. Do not rely on forwarded e-mails from the seller.
What does the Trusted Seller Seal indicate about a dealer?
Every dealer on Chrono24 is extensively checked for their identity and integrity during registration. The Trusted Seller Seal is awarded exclusively to dealers who are distinguished by special reliability and trustworthiness in their dealings with Chrono24 and its users.

Trusted Sellers are commercial watch dealers and undertake to comply with certain conditions.These include, among other things, that

  • the information posted on the platform and provided to Chrono24 about themselves and their company is truthful
  • they sell only original goods from trusted sources
  • they state the conditions of their goods truthfully and point out possibly existing defects or damages in writing and through images
  • they generally answer customer inquiries about Chrono24 that arrive by e-mail within five working days.

Ensuring fair business transactions is a priority. Should there be disagreements, the dealer will look for a mutually satisfactory solution, together with the customer. The violation of one or more of these conditions can lead to the temporary or permanent loss of the Trusted Seller Seal or – in the event of serious infringements – of Chrono24 membership.
How does my e-mail address appear to the seller?
In order to protect the privacy of our users, we hide the e-mail addresses of buyers and sellers communicating via our system. When you contact a seller, your private e-mail address is not displayed, but rather automatically anonymized by our system.

The seller can request your contact information once an agreement has been reached. You will receive a link to a form on our site via e-mail, which you can use to send your contact data.

Here is an example of an anonymized e-mail address:
41d07ee4-9cb3-4893-ade2-012bb56efc88-1un98@reply.chrono24.com
Why are the e-mail addresses of some sellers anonymized and some not?
We have introduced an anonymized communication system for sellers located in certain countries. Currently, only the e-mail addresses of users in these countries are anonymized. We will soon be expanding this communication system to all other countries.

Selling watches privately on Chrono24

How can I create an ad for a watch?
Create an ad for your watch in just a few steps using our Ad Assistant:
  1. Describe your watch in detail. The more detailed the description, the easier it is for potential buyers to find your ad.
  2. Add up to 4 images of the watch taken from different angles. Keep your camera handy. Later you'll be asked to take 2 additional pictures of the watch set to specific times and to upload them as proof of ownership. These pictures are displayed in your ad.
  3. Register as a private seller and submit your bank account information so that your money can be transferred directly into your account.
How much does it cost to sell on Chrono24?
Listing your ad on Chrono24 is free. Once you have successfully sold your watch, we charge a commission fee of 6.5% up to a maximum of Php 17,854.49. The commission fee is only due after you have sold your watch. We retain the commission fee directly during the payout of the sales price. Please note: Some buyers may not be able to pay via the Escrow Service. Should this be the case, we will send you an invoice for the commission fee.
I can't find my ad. When will it be activated on Chrono24?
There are a number of reasons you may not be able to find your ad on Chrono24:
  1. The manual review hasn't taken place yet. We manually review new listings for the safety of all Chrono24 users. This review only takes place on business days and not on weekends. Activation usually follows within 1 to 3 business days.
  2. The security images aren't correct. In this case, you will have received an email requesting that you update the security images in your myChrono24 area.
  3. Your user account isn't activated yet. Please check whether you confirmed your user account by clicking on the link in the activation email.
  4. Your identity hasn't been confirmed yet. Please note that it can take 1 to 3 business days to review your identification documents.
How exactly does the purchasing process work?
The sales process takes place using the secure Escrow Service on Chrono24. That means you only send the watch after the buyer has transferred the purchase price to an escrow account. Once the buyer has received the item, we pay out the sum to you.

In isolated instances, the Escrow Service may not be available in the buyer's country. Should that be the case, the buyer will pay you directly. Let them know your preferred payment method, such as bank transfer or PayPal.

You can find more information about payment processing via the Escrow Service here.
Which payment options can I offer buyers?
The buyer usually pays via the Escrow Service on Chrono24. That means they transfer the amount due to a secure escrow account. After that, you send the watch to the buyer. The purchase price is then paid out to you once the watch has arrived at its destination.

In isolated instances, the Escrow Service may not be available in the buyer's country. Should that be the case, the buyer will pay you directly. Let them know your preferred payment method, such as bank transfer or PayPal. Chrono24 will then share your payment information with the buyer.

You can find more information about payment processing via the Escrow Service here.

Of course, can you also hand deliver the item to the buyer. We recommend you choose a safe and monitored location, such as a jewelry store, if you want to meet in person. You can also take advantage of the Escrow Service when using this delivery method.

Please take a look at our Security Notes.
What happens to the commission fee if no sale takes place?
If we have sent you an invoice for the commission fee even though you haven't sold your watch, you can cancel the sale. To do so, please go to your sales overview and upload another 2 pictures of the watch as proof of ownership.

If you have sold your watch somewhere else, please provide us with proof of sale.
When is the commission fee due?
If you use the Escrow Service, we retain the commission directly during the payout of the sales price.

If the buyer has made a direct payment, we will send you an invoice with the commission fee. Please pay the amount due within 14 days.
What is a reference number?
The reference number indicates the model and/or model variant of your watch and can be composed of several different letters and numbers. With certain manufacturers, you can find the reference number on the case back (not to be confused with the case number), between the lugs and sometimes even engraved on the dial. You should always be able to find the reference number in the documents relating to your watch or in the invoice. If you cannot find the reference number, look online for the name of the manufacturer on the dial and compare the image results with your watch. This quick bit of research should help you in most cases.
How can I delete my ad?
How and when you can delete your ad depends on whether you end up paying a commission fee or a listing fee:
  1. Any ads that result in a commission fee upon sale of the item can only be deleted during their 3-month period of validity for one of the following reasons:
    • The item has been sold
    • The item had been damaged or destroyed
    • The item has been stolen
    • Other reasons for which you are not at fault
    Once the period of validity ends, you can delete your ad. To do so, we require proof that the item is still in your possession.
  2. If you paid a listing fee to have your ad published, you can delete your ad at any time.
How long will my ad be online?
An ad's period of validity depends on whether you end up paying a commission fee or a listing fee:
  1. Any ads that result in a commission fee upon sale of the item stay online on Chrono24 for 3 months. You're not allowed to list or sell this item anywhere else in this time period. If you don't sell your item within this period of validity, you can either renew it for another 3 months or delete it. To delete an ad, we require proof that you are still in possession of the item.
  2. If you paid a listing fee to have your ad published, your ad will be on Chrono24 for 6 months. At the end of this period, we can delete your ad but are not required to.
How can I reactivate my ad after it was deleted during the check to make sure it is current?
We would be happy to reactivate your ad. Please send us an email in this regard to PrivateSeller@chrono24.com
Does Chrono24 buy watches directly?
As an online marketplace, Chrono24 brings together watch lovers from around the world. Sales always take place between buyers and sellers. We do not buy, assess values, or inspect any items. We recommend you sell your watch via a private ad.
Why am I not shown the prospective buyer's e-mail address?
In order to protect the privacy of our users, we hide the e-mail addresses of buyers and sellers communicating via our system. Instead, the e-mail addresses are automatically anonymized. This helps protect you from people looking to abuse our platform for phishing or other fraudulent purposes.

Once an agreement has been reached, you can use our online form to request the buyer's contact information for shipping purposes or to be able to send a PayPal payment request. A link to form is located in every e-mail you receive from a prospective buyer via our system.

Here is an example of an anonymized e-mail address:
41d07ee4-9cb3-4893-ade2-012bb56efc88-1un98@reply.chrono24.com

myChrono24

Why should I register for myChrono24?

Exclusive offers
Get access to offers that can only be viewed by myChrono24 users. You are given exclusive access to offers from private seller in the first days after publication.

Faster results
myChrono24 makes life easier for registered users. You don’t have to enter any confirmation code, and our auto-completion feature facilitates the search for your dream watch.

Always up to date
Stored searches ensure that you no longer miss out on any interesting offers. You save your search and we’ll notify you as soon as there are any new offers.

Maintain an overview
Your personal Notepad allows you to keep track of attractive offers.

Conveniently manage offers
Manage your offers in a centralized and clearly-arranged manner in the myChrono24 area.

Easily retrieve interesting offers
Your myChrono24 Chronography automatically records your recently viewed offers. This helps you find interesting offers again quickly.

How do I edit or delete my private listing?
You can edit or delete your private ads in your myChrono24 area under "Ads" by clicking here. If you'd like to change the price, brand, or model, please contact PrivateSeller@chrono24.com. Please note that once you delete your ad, it cannot be reactivated.
How do I edit my personal information?
Login to your myChrono24 area using your e-mail address (username) and password. Under My data, you can edit and save your personal information such as name, address, telephone number or password. In the Settings area, you can customize portal and e-mail settings and select the language in which you prefer to receive e-mails from Chrono24. You can also subscribe or unsubscribe to our newsletter here.

Selling watches commercially

How do I register as a commercial dealer?
You can register as a commercial dealer on Chrono24 in only a few steps:
  1. Enter personal information
  2. Store payment details (credit card or, in Germany, also SEPA direct debit)
  3. Submit verification documents
Then you can already upload your first offers. Before your offers are published, your dealer account must first be activated by Chrono24. Please note that activation takes place only after your information and documents have been checked. To do so, we require copies of the following documents, sent either by document upload, e-mail, fax or mail:
  • Certificate of registration in the commercial register or business registration
  • Proof of address in the form of a phone bill, electricity bill, etc.
Take advantage of the 30-day free trial period to test Chrono24 extensively.
What are the pricing models for commercial dealers?
Chrono24 offers different packages for different needs. The packages differ (among other things) in the number of offers and the images per offer. The pricing models also affect the positioning in the search results list and the TOP offers on the Chrono24 homepage. You can either pay monthly or for a year in advance. Click here to find all the details.
Who is allowed to book the premium package and what advantages does it offer?
We provide the premium package exclusively to dealers who have been registered at Chrono24 for at least one year. The dealer must also be a Trusted Seller. Click here to find the conditions for receiving the Trusted Seller status and the seal.

The premium package offers several advantages. It increases the visibility of your offers on the homepage and in the search result list, and allows you to post more images. All your offers will also be marked with the Premium Seller icon. In the results list, your top offers will be labelled with TOP in the image. In the “These watches might also interest you” area on the offer page, prospective buyers will be shown exclusively your own watch ads. You also benefit from ad-free offers, since no advertising from other dealers will appear beside your offers.
How do I post my offers?
You can either post your watch manually or have the data imported from your website.

You can create your offers manually in the dealer area. Just fill in the new offer form. Our questionnaire quickly guides you through a complete description of your watch. You can publish between 6 and 16 images for each offer, depending on your prepaid package.

You may import data directly from your website, starting from a volume of 25 offers and the PRO listing. The data is automatically imported from your website and updated daily.
Why am I not shown the prospective buyer's e-mail address?
In order to protect the privacy of our users, we hide the e-mail addresses of buyers and sellers communicating via our system. Instead, the e-mail addresses are automatically anonymized. This helps protect you from people looking to abuse our platform for phishing or other fraudulent purposes.

Once an agreement has been reached, you can use our online form to request the buyer's contact information for shipping purposes or to be able to send a PayPal payment request. A link to form is located in every e-mail you receive from a prospective buyer via our system.

Here is an example of an anonymized e-mail address:
41d07ee4-9cb3-4893-ade2-012bb56efc88-1un98@reply.chrono24.com

Chrono24 Buyer Protection

What is Chrono24's Buyer Protection?
With Chrono24's Buyer Protection, you're protected as soon as you place your order. In the rare case that something doesn't go as planned, you can rely on our Support Team. We'll help you find a satisfactory solution together with the dealer.Simply contact us within 14 days of receiving your order.
When does Chrono24's Buyer Protection apply?
You can use Chrono24's Buyer Protection if you purchased a watch from a dealer on Chrono24. The order must have been formally submitted via the Chrono24 system. The Buyer Protection does not apply to purchases that were arranged and completed directly with the dealer (e.g., via phone, email, messenger, or personally).

Please note that Buyer Protection also does not apply to private sales.
How long does Chrono24's Buyer Protection apply?
If you have a problem, contact us via our contact form within 14 days of receiving your order. Please include your order number.

Trusted Checkout Questions

Purchasing

Which items can I purchase using Trusted Checkout?
Trusted Checkout offers are marked in both the search results list and offer pages with a green Trusted Checkout symbol.
Do I need to register with Chrono24 before making a purchase?
Yes. This way, we can best assist you if you have any questions and inform you about your order status.
How do I contact the dealer directly?
If you have questions about an item, you can contact the dealer via the contact information provided. Our support team is happy to help you with any questions regarding your Trusted Checkout order via phone (+1 646-887-3560) or e-mail ().
How much does Trusted Checkout cost?
The Trusted Checkout service is free.

Payment

How can I pay for an item?
You can pay with a credit card (VISA or MasterCard) or via bank transfer. The available payment methods are listed on the offer page.

We work together with the payment service provider Mangopay to process your payment. Mangopay is a payment service provider that specializes in online marketplaces and is associated with the French bank Crédit Mutuel Arkéa.

Shipping

How soon is the item available?
Items available via Trusted Checkout are typically available immediately or on short notice. You can find more exact information on the individual offer pages.
How long does delivery take and how much does shipping cost?
Purchase request
After you've made a purchase request, the dealer will send you an offer including delivery time and shipping costs.

Buy It Now
Offers available for Buy It Now will include the availability and shipping costs on the offer page.
Which shipping company will ship the item?
Generally, the dealer decides which shipping company they will use. You can see the shipping company information on the shipping confirmation.
Can I track my order?
We'll inform you as soon as the item has been sent and send you a tracking number via e-mail if available.
Am I insured against shipping damages or theft?
Trusted Checkout orders are always shipped insured, assuming you haven't made an agreement with the dealer otherwise.
For what value is the shipment insured?
Generally, the item is insured for its full value during shipping.

Warranty

Do I have any special guarantee or warranty when buying via Trusted Checkout?
Trusted Checkout warranty conditions are in accordance with the law. An extended warranty is not provided.

Returns

What must I do if I want to return an item?

Purchases via Trusted Checkout: To take advantage of your 14-day right of return, please contact our support team via phone (+1 646-887-3560) or email () within 14 days of receiving the item. We will document and confirm your wish to return the item and guide you through the next steps.

If you paid the sales price directly to the dealer or private seller, please contact them regarding a return. Please note that there are no laws regulating the right of return for purchases made from private sellers.

Who pays the return shipping costs?
You are responsible for the cost of the return shipment. Please note that it can cost up to 250 euros to ship a return item due to insurance coverage.
Is my information secure on Chrono24?
Yes. We use the most up-to-date security technology to protect your personal information against manipulation, partial or full loss, and unauthorized access by third parties. You can find further details in our Privacy Policy.
Is my information forwarded to third parties?
We use your personal information exclusively to process your purchase request or order. We do not forward your information to uninvolved third parties. You can find further details in our Privacy Policy.

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