Frequently Asked Questions

At Momento, we pride ourselves on being a premium leather watch case brand. Our commitment to quality is evident in every aspect of our products, from the choice of materials to the attention to detail in the design and construction of our cases.

We use only the finest leather in our watch cases, sourced from reputable tanneries with a proven track record of producing high-quality leather. The leather we use is soft to the touch yet strong and durable, ensuring that your Momento watch case will stand the test of time.

Our dedication to craftsmanship is also reflected in the attention we give to the design and construction of our cases. Each Momento watch case is meticulously crafted by hand, focusing on functionality and aesthetics. Our products are designed to be protective, beautiful, and stylish, making them the perfect accessory for any watch lover.

In short, our Momento brand is a premium leather watch case brand because we are committed to using only the best materials and providing unparalleled craftsmanship and attention to detail in every product we create. We are confident that once you experience the quality of a Momento watch case, you'll understand why we are a premium brand in this category.

Yes. Genuine leather only.

At Momento, we pride ourselves on being a premium brand that carefully selects only the highest quality materials for our products. For our watch rolls, we use genuine saffiano leather due to its stylish appearance and remarkable scratch-resistant properties.

Yes you can choose to laser-engrave your name or initials on our products, such as our saffiano leather watch case.

Personalized items will take 1-2 extra business days to process before the order is shipped.

Momento offers free international shipping on all orders.

Shipping Timeframe:
All international orders will be shipped within 1-2 business days from the date of order confirmation. Personalized items will take 1-2 extra business days. Under normal circumstances, it takes 7 to 21 working days for your package to arrive. However, please note that delivery times may vary based on your location, customs clearance, and other factors beyond our control.

Shipping Method: We use standard shipping for all international orders. Once your order is shipped, you will receive a confirmation email along with a tracking number. You can use this tracking number to track your order on our website or with the shipping carrier.

Customs and Import Duties: Please note that customs fees and import duties may apply to your order, depending on your country's regulations. These fees are not included in the price of the product or the shipping cost. You will be responsible for paying any customs fees or import duties that may apply to your order.

If you have any questions or concerns about our shipping policy, please feel free to contact our customer service team. We are always happy to assist you. Thank you for choosing Momento, we hope you enjoy your shopping experience with us!

Please expect 7-21 working days for international shipping. Personalized items would take an extra 1-2 working days before fulfilment.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@momentostore.co. Please note that returns will need to be sent to the following address: Unit 1902, 19/F, 651 King's Road, Hong Kong

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@momentostore.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@momentostore.co.Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@momentostore.co.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@momentostore.co.

Visa, Mastercard, American Express, Union Pay, Apple Pay, Google Pay

Feel free to contact our team via email hello@momentostore.co