The customer care section contains our collected resources helping you clear any questions. Read our FAQ section, our terms & conditions or contact us with your query. You can also find the instructions for your Mateo Noel watch and delivery & shipping information here.
These general terms and conditions apply throughout the website under the established company name MATEO NOÉL, a company established and regulated under Swedish law. MATEO NOÉL’s head office is situated in Stockholm, Sweden. MATEO NOÉL is registered at the Swedish Chamber of Commerce, in Stockholm. VAT number: SE5568301609. E-mail: info@mateonoel.com
These Terms & Conditions shall apply to all sales through MATEO NOEL and will exclude application of any deviating general or specific conditions or terms of buyer. No waiver or modification of these Conditions of Sale shall be binding upon MATEO NOEL unless approved in writing by an authorized representative of MATEO NOEL.
Every product is shown including tax. In the shopping cart you can see the total price including all fees, taxes, shipping and method of payment.
The delivery time is stated in the shopping cart next to the various ways of delivery. If a service/product has another delivery time than expressed in the shopping cart, this delivery time will be stated in connection to the individual services/products.
In case MATEO NOEL has reason to question buyer’s solvency or ability to pay for delivered products, MATEO NOEL have no obligation to make delivery, and shall be entitled to stop products under carriage, unless buyer makes advance payment for the delivery and other claims arising from the business relation or grants security which can reasonably be accepted by MATEO NOEL.
Returning a service/product is to be done on your expense, unless the product/service is faulty or damaged upon delivery. Returned products/services are to be sent as letters or postal packages, and not for COD. In case of a trade, MATEO NOEL will pay for the delivery of the replacement product/service. When you have applied the return policy you shall: -in the case of a product: return the product personally or by mail to us. -in the case of a service: make the material available to us, unless this poses significant stress to your person.
MATEO NOEL return period is 30 days.
Consumers have the right to return the order within 30 days from receiving the order. The right applies only in the case that the product and its original packaging can be returned in the same condition as when received. If consumers use their right to send back an order they should contact MATEO NOEL in order to get an address to send the goods to. Return shipping is paid by the consumer. If an item is damaged during transport, MATEO NOÉL should be contacted within 30 days for information about compensation.
You do not qualify for our return policy if:
• The service you have bought was commenced with your consent during the return period.
• The price of the service purchased fluctuates with the financial market (ie Stock options).
• Due to the physical nature of the service, it is not returnable.
• The seal of authentication of the product has been broken/opened.
When returning a product/service:
• You are obliged to keep the product/service in the same condition as when delivered.
• You must not have used the product/service, however you have the right to investigate the condition the product was in when delivered. If damage or harm is caused to a product while investigated the product does not qualify for the return policy.
Warranty term: Two years from the date of purchase. Warranty covers manufacturing defects on the watch itself (movement, case, crystal). Other parts than the above are not covered by this warranty. To have replacement covered under this warranty performed, please use our contact form on the “contact us” page. In the e-mail you need to specify your name, address, order number and a detailed description of the issue. Finally, write ‘reclaim of purchase’ as subject of the e-mail or letter.
Note that repair/replacements will be charged in the following cases, even during the warranty term.
• Failure or damage caused by improper use or carelessness (knocks, dents, crushing, broken crystal, etc.)
• Failure or damage caused by unjustifiable repair or modification
• Failure or damage caused by fire or water, or a natural disaster such as for example an earthquake
• Aesthetic changes that occur during normal wear and tear and aging (minor scratches, etc.; on the case and/or crystal, alteration of the color on the wristband and the peeling of the plating)
• In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten
• If the warranty is not submitted along with the watch.
• Battery replacement will be charged even during the warranty term.
The case, dial, hands, crystal, watchband or other parts thereof may be replaced with substitutes if the originals are not available.
This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.
When ordering a product/service you will be asked to fill in you personal information. Upon purchase you agree to this information is stored in accordance with MATEO NOEL’s privacy policy in order to fulfill our agreement to you as our customer. In accordance to the Swedish law of Personuppgiftslagen (198:204) you have the right to know the information MATEO NOEL have registered about your person. If the information is erroneous, incomplete or irrelevant, you may ask to have your information corrected and/or removed. If this is the case please contact us by e-mail.
MATEO NOEL is not liable for any non-performance caused by circumstances beyond our control, which directly or indirectly prevents, obstructs or renders production, delivery or freight uneconomical until such obstacle has been removed (force majeure). Such circumstances shall be deemed to include difficulties to procure raw materials as well as other difficulties and disturbances, including but not limited to war, riot, labour conflicts, fire, flood, storm, accident, fuel or power shortages, transportation shortages, obstacles or interruptions regarding transportation at sea and breakdowns or interruptions of any kind as regards to our equipment or facilities, which are deemed necessary for the performance of our agreements’ obligations.
We offer free shipping worldwide.
In Sweden: 1-2 work days.
In Europe: 2-6 work days.
Rest of the world: 5-7 work days.
The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to New York City (which is close to a UPS airport hub). The expected delivery time in business days, as mentioned in the advertisement of the product, differs per shipping country. In the tracking info, that you receive as soon as the parcel will leave the Mateo Noél warehouse, an indicated delivery time is shown.
As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in ‘working days’, which means that weekends and national holidays should not be taken into account.
Mateo Noél offers free shipping from a minimal order value on all our watches to buyers to the countries that can be selected when choosing the shipping address.
Mateo Noél offers free shipping from a minimal order value on all our watches to buyers to the countries that can be selected when choosing the shipping address. Shipping cost for straps without the watch is 5 EURO / 50 SEK / 5 USD.
Please note: for orders shipped to an address outside the EU, the buyer may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. The buyer will be responsible for payment of such import duties and taxes. It should be noted that Mateo Noél has no control over these charges and, since these charges are different for different countries, Mateo Noél cannot predict their amount. Mateo Noél advises the buyer to contact the local customs office for further information.(FREE SHIPPING ON WATCHES)
As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in ‘working days’, which means that weekends and national holidays should not be taken into account.
All Mateo Noél watches use high quality Japanese quartz(VJ20 Seiko).
Mateo Noél watches are waterproof at 3ATM.
We strongly recommend that you avoid all contact with water. Avoid wearing the watch when you shower, bathe, swim, dive or any other activity where it’s directly exposed to water. The clock can withstand daily use and lighter rain.
Yes, all of our watchstraps are made out of real leather.
Since leather is an organic material all of our watchstraps have different roughness and texture. Color fluctuations that occur with regular use are natural and expected from high quality leather.
Instructions on how to change the watchstrap are in the manual that comes with it.
Yes, the watches are designed and fit both men and women. Our watches come in two sizes: 36mm and 40mm which are the most common sizes for watches.
Consumers have the right to return the order within 30 days of receiving the order. You cannot return a used product. The right also only applies in the case that the original packaging is unopened, and that the plastic housing on the front, the back and the crown is still there.
All products purchased through mateonoel.com can be returned within 30 days of receiving the order. As a customer you have the right to try a product and return it if it doesn’t live up to your expectations. You can however not return a used product. Note that the product has to be in the exact same condition as it was when you received it. The plastic housing on the front, back and the crown cannot be removed. If you wish to return a product, contact info@mateonoel.com. Pack the order in the packaging that it came in. Put the order confirmation in the package. Drop the package off at your local post office and pay the shipping cost. Please note that you as the customer will have to pay for the shipping cost that comes with returning the order.
Any potential refund will be made when the return has been approved. Please note that we only approve returns that are unused and have been sent back in their original packaging (containing the manual, certificate and hang tag.) Contact us to receive the information required to return an order.
Business: Nextin Electronics AB – 556830-1609
Address: Gudmundvägen 12, 179 60 Stenhamra
E-mail: info@mateonoel.se
For orders shipped to the Sweden, Norway and Denmark, an expected delivery time of 1-2 business days applies. For other EU countries, an expected delivery time of 3-6 business days applies. For other international (non-EU) orders, an expected delivery time of 5-8 business days applies.
The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to New York City (which is close to a UPS airport hub). The expected delivery time in business days, as mentioned in the advertisement of the product, differs per shipping country. In the tracking info, that you receive as soon as the parcel will leave the MATEO NOEL warehouse, an indicated delivery time is shown.
As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in ‘working days’, which means that weekends and national holidays should not be taken into account.
MATEO NOEL offers free shipment on all watches to consumers, to the countries that can be selected as delivery countries on the website (almost all countries are available). Shipping cost for straps without the watch is 5 EURO / 50 SEK / 5 USD.
MATEO NOEL offers free world wide shipping on all watches to consumers. In case you do not manage to place an order to your preferred delivery address, please contact us at info@mateonoel.com
Svenska