Frequently Asked Questions
How do I order?
Ordering a Rolex watch or accessory from Melrose.com is fast, easy, and convenient.
To browse our online inventory, click through the categories on our website to navigate to any product in which you are interested. To purchase a product online, simply click on the "Add to Cart" button located below the product's description. This will take you to a view of your shopping cart, at which point you can either click "Continue" to make your purchase, or click "Continue Shopping" to save your item in your online shopping cart and immediately return to the store. The items in your shopping cart can be modified at any time by clicking on the "Shopping Cart" tab at the top right of the navigation header.
After viewing a product's details, if you still have questions you can click on the "Need Assistance" graphic on any product page for further contact information. At any point in the shopping or purchasing process you may also click the "Contact Us" button in the navigation footer. Feel free to email or call us with your questions at any time.
Call us toll-free at 0-800-680-0620 or e-mail us at email@example.com. To expedite your order, please have the website item number(s) handy when you speak with one of our customer service representatives. Our office hours are Monday through Friday 3PM to 11PM Pacific Time, and Saturday and Sunday 5PM to 11PM Pacific Time. If you call us after business hours, please leave a message—clearly stating your name, area code, phone number, and the item in which you are interested. Watches may also be reserved by voice mail, e-mail, or fax, and are held on a first-come, first-serve basis. All messages will be responded to promptly.
What forms of payment do you accept?
Melrose.com accepts payments via all major credit cards including American Express, Visa, MasterCard, and Discover, either online or via telephone. We also accept payment via PayPal, Google Checkout, bank transfer (wire transfer), cashier’s check, and bank deposit. If wire transfer is used for payment, we will deduct 3.5% from your total order.
For all wire transfer, cashier’s check, and bank deposit orders please contact us via telephone at 0-800-680-0620 for further instructions after placing your order online. For online transactions, Melrose.com uses a VeriSign 128-bit Secure Socket Layer—the strongest encryption available on the web—to guarantee your transaction is safe and secure. All credit card orders are also subject to additional verification to protect our customers from attempted fraud and identity theft.
Is it possible to visit your showroom?
One of the reasons we are able to offer our watches at such competitive prices is that we do not have the overhead of a traditional retailer. By avoiding the operation of a physical showroom or the employment of a large, unnecessary sales staff, we are able to pass the savings on to you—providing you with the best value possible. If you represent a jewelry store, or other company interested in purchasing a wholesale quantity of watches, please call or email us.
Are your prices negotiable?
As a wholesaler who sells watches to other jewelry stores for resale, we operate on very small margins and our products already offer an outstanding value at some of the best prices in the industry. However, if you find an item of the same quality available at another store for less, we will do our best to match or beat the price.
What is your return policy?
We want you to be 100% satisfied with your watch purchase. Customers have both a Lifetime Authenticity Guarantee and a No Risk 3-Day Return/10-Day Exchange Policy to evaluate their watches and make sure they are as pictured and as described on our website. If, upon receiving your order, you feel your watch is not as described, please carefully review the item description of your watch on our website, as well as the detailed Lifetime Authenticity Guarantee that you received with your warranty. If there is any discrepancy, please notify us and we will issue you a refund or replacement at your discretion. Beyond the Return/Exchange Policy, we will try to honor reasonable requests for exchanges and/or upgrades, at our discretion. Please note: exchanges must be approved. Special orders and custom orders are not eligible for returns. For further information, please see our Warranty page.
How long have you been in business?
Our company was established in 2004. Members of our master watch repair team, polishers, jewelers, and other specialists have each been in the industry for over 20 years, on average, and have over 200 years of collective experience. Every watch we sell is in excellent cosmetic and mechanical condition. We purchase only the finest vintage and modern pre-owned watches, which are then carefully restored by our master technicians to "showroom" mint condition, ensuring a brand-new look and accurate and reliable timekeeping for years to come.
Can you tell me more about your business?
Melrose.com is one of the largest distributors of pre-owned Rolex watches in the world. We operate retail websites in the United States, Canada, the United Kingdom, continental Europe, Latin America, Asia, and the Middle East, and ship to customers all over the world. You can call us toll free at 0-800-680-0620 or emails us at firstname.lastname@example.org, where our dedicated customer service team is ready to answer any questions you may have regarding our products or company. We are also respected members of the watch industry and proudly registered members of the Gemological Institute of America (GIA) and the Jewelers Vigilance Committee (JVC).
How do I know my watch is authentic?
Each of our watches is inspected and painstakingly restored by one of our five certified watchmakers. In addition, prior to shipment, all of our watches are independently appraised by the Associated International Gemological Laboratory (AIGL) to verify its authenticity and value.
If you would like to have your watch independently verified, simply take it to your local independent watchmaker to view its Serial #, Model #, Caseback ID, and Movement Signature (the 4 primary verification methods used by professionals) by looking between its bottom lugs (where the band connects to the case), top lugs, and by opening the watch's caseback, respectively. If you are ever told that a watch is not authentic ask if the individual or store performed these four verification tests, as these are the only "foolproof" Rolex verification methods. If you are told by a jeweler or watchmaker that your watch does not contain the Rolex components stated above, simply fax us proof of a full inspection on the industry professional's letterhead and we will immediately issue you a replacement or refund.
Please note that due to Rolex, S.A.'s sales policies, Rolex authorised retail dealers are prohibited from providing verification of pre-owned Rolex watches with diamond or other additions. Hence, if seeking 3rd party verification of your Rolex watch, we recommend you consult the advice of an independent high-end "watchmaker" or watch repair shop, as can be found under "Jewelry & Watch Repair" in your local yellow pages. In addition, we can provide you with the name and number of an independent appraiser in your area from whom you can obtain an objective certification/appraisal of your watch at a reduced price. For an expanded version of our Authenticity Gurantee, please visit our Warranty page.
Will my Rolex come with a box and papers?
When we have the original box and/or paperwork for a watch, it will be stated in the product's description on our website. Most pre-owned Rolex watches do not come with the original box and paperwork for a very simple reason: the original owner loses or discards them. All of our watches do come with a brand new customised leather and velvet interior luxury watch box and hand-sewn polishing cloth. In addition, all Rolex watches come with a full authentication and estimated retail replacement-value appraisal by the Associated International Gemological Laboratory (AIGL).
How long will it take to deliver my watch?
For all major forms of payment (bank wire, credit cards, cashiers checks, money orders, and cash deposits) we generally ship within 24 to 48 hours via Fedex Overnight Shipping. All orders are fully insured and are shipped free of charge. If you're in a rush prior to a holiday or birthday, let us know and we will try to accommodate your needs.
What are your business hours?
Our office hours are Monday through Friday 3PM to 11PM, and Saturday and Sunday 5PM to 11PM, excluding holidays. Call us toll-free at 0-800-680-0620 or e-mail us at email@example.com. If you are calling after business hours, please leave a message—clearly stating your name, area code, phone number, and the item in which you are interested, and we will promptly respond to your message.
Are you an authorised dealer for the brands you carry?
We are not an authorised dealer for any of the brands that we carry, including Rolex watches or other luxury brands. As we are not an authorised dealer, we are able to sell pre-owned watches at an outstanding value but do not sell new watches with their original factory warranties. For information on Melrose.com comprehensive warranty, please see our Warranty page.
Do you refurbish or recondition your pre-owned watches?
All of our watches go through a comprehensive 5-hour process of restoration to original factory specifications by our master watch repair team—including a complete internal overhaul and servicing, as well as external scratch removal and polishing—so your watch will look, feel, and function exactly like a brand new watch. Our watches also come with a comprehensive warranty and an independent authentication and appraisal by the AIGL.
Do your watches come with a warranty?
Every Rolex watch we sell comes with a comprehensive three-part warranty:
A Two-Year Warranty on functionality: While it is rare that a watch would need repair due to our stringent overhaul and servicing prior to shipping, if for any reason your watch stops functioning during the course of normal use, you can ship it back to us overnight, at our cost, and we will repair or replace it for free.
A Lifetime Authenticity Guarantee: Your Rolex watch is guaranteed to be genuine for the life of the watch. If for whatever reason you ever find it to be otherwise, you can return it for a full refund, or exchange, forever.
A No Risk 3-Day Return/10-Day Exchange Policy: We ensure that you will receive your watch as pictured and as described on our website. If not, you can return it for a full refund or exchange.
We want you to be completely satisfied with your purchase from Melrose.com, and offer a comprehensive warranty on our watches because we are confident in the quality of the products we ship. For comprehensive information about our warranty, please visit our Warranty page.
Do you accept trade-ins?
Yes, but only if you have a higher-end Rolex model such as a President, vintage model, or unique or rare model. For other models we simply only purchase watches in large quantities. When submitting a trade proposal, please indicate the brand name, model number, case metal, case size, shape, overall condition, and any other useful information. A member of our customer service team will promptly respond to your inquiry.
Do you offer layaway terms?
Yes. For layaway we require an initial deposit of 25% of the purchase price, and we will hold the watch of your choice for up to four months. Deposits can be made via credit card, bank transfer (wire transfer), cashier's check, bank deposit, or money order. Please understand that all layaway payments are non-refundable.
Do you offer repair or customisation services?
Although we are not a repair shop, we will try to accommodate repair requests for previous customers and customisation requests depending on the dollar value of the work needed. If you are a previous customer, feel free to contact us for an estimate and instructions on how to ship your watch.
Do you sell accessories for Rolex watches?
We are proud to offer a superb line of custom accessories for your Rolex timepieces. Our Italian-made gold and diamond bands, bezels, and diamond dials feature high-quality diamonds and meticulous craftsmanship. We do not cut corners when it comes to quality or craftsmanship.
Do you prosecute fraud?
YES! We prosecute all domestic and international fraud. Any and all transactions shall be governed in accordance with the laws of the State of California without regard to its conflicts of laws principles—regardless of the order in which the parties agreed.