Frequently asked questions
While all our watches are regulated and subjected to an extensive test program, the accuracy experienced in actual use can and will vary significantly from watch to watch. This happens for the following reasons:
Electromagnets can be found everywhere in modern, urban life and are one of mechanical watches worst enemies. Magnetisation can cause timekeeping to vary and the variance depends on the degree of magnetisation. Magnetisation falls out of normal operating conditions and is therefore not covered by our limited mechanical warranty. The good news is that demagnetisation is a quick and simple process that any qualified watchmaker can carry out in less than 5 minutes. It does not require disassembly of the watch and therefore can be carried out without affecting the warranty in any way. You can also read more on
how to demagnetise your watch here. Differences in wearing patterns
All our watches are regulated in five positions and it is the average accuracy across these five positions that must fall within the target accuracy range. However, the accuracy in any one of the five may lie outside this target range. So if your watch tends to spend a lot of time in any one position (maybe you leave it crown up on the bedside table at night) the realised timekeeping rate will be heavily influenced by this position.
The accuracy of a watch will vary as power reserve drops and gets markedly worse towards the last quarter of the power reserve. For our hand wound watches, we recommend winding completely from a depleted state and topping up to full at regular intervals. For our automatic watches, we recommend hand winding to full from a depleted state and the automatic winding should keep it topped up.
Origin Where are your products manufactured?
All our watches are assembled, regulated and tested in Switzerland. However, we source components and accessories from all over the world and choose to work with the best suppliers, rather than limiting ourselves geographically. Final quality control is done personally at our headquarters at Kuala Lumpur.
Why do you ship from Kuala Lumpur, Malaysia?
To ensure we only ship a representative product to our customers, we personally inspect and quality check each watch at our headquarters in Kuala Lumpur. Also, while watch heads are assembled in Switzerland, we source other components such as straps and packaging from countries as varied as France and Malaysia. Therefore, final packaging takes place in Kuala Lumpur. (Yes, we attach buckles to straps or seal watches individually, by hand).
Do you have dealers in my country?
We believe in building a relationship directly with our customers, to deliver the best possible experience. This isn't possible if a third party is involved; thus we do not have any dealers in any country and do not recognize orders placed through third parties. Watches are available directly through us only, or our partners in the case of collaborative editions. Any entity claiming to be our agent is therefore not legitimate.
Pricing What currency are your products priced in?
• Our products are priced in and payments are accepted in Swiss Francs (CHF) only.
• From time to time and for certain projects or watches, we may offer pricing in other currencies via bank wire. This will be communicated along with the pre-launch information and on the relevant product page. Are your prices inclusive of local taxes and import duties?
do not include import duties and other applicable taxes. These are the responsibility of the customer and will be billed to you on delivery, by DHL or your local customs authority. Why do you not participate in holiday sales or offer discounts on your products?
Honest and fair pricing was an important consideration when we started MING. And this is something we continue to take seriously. By never participating in holiday discounts or sales:
we can offer you the best price possible for each product, regardless of the season or occasion; and you can purchase one of our products at any time without worrying about whether you "got a good deal".
Shipping & Returns What shipping services do you use?
All our products are shipped via DHL Express with insurance and tracking.
What countries do you ship to?
At this time (July 2022), we are not able to ship to the following countries: Israel, North Korea, Cuba, Crimea, Iran, Syria, Russia, Belarus, Ukraine and The Crimea. Should we find that we are unable to ship to the country of your choice or that there are other restrictions in place, we will contact you immediately for an alternate address or to refund your purchase in full (if an alternate shipping address is not an option).
What is your returns policy?
We offer a full refund, less shipping fees, for most watches provided the watch is sent back to us within 14 days of receipt and is unworn and in a resellable condition. It must have all its accessories and protective packaging still intact. The option to return and ask for a refund is provided because we understand that what works in pictures may not always work in the metal. However, as a business, we also need to be able to resell any returned products. So if the watch has been worn and already has scratches or marks, we unfortunately cannot accept a return.
Straps are considered consumables and not eligible for returns/ refunds. If the strap delivered is damaged, defective or not correct in anyway, it must be brought to our notice within 2 days of delivery in order for a replacement to be shipped out or refund to be processed. Claims beyond that 2 days will not be eligible. Return policy on other products such as bracelets may vary, please refer to the respective product page for more information. Warranty & Service How long is your warranty?
Our watches carry a limited mechanical warranty. While the warranty is usually 24 months from delivery, this can vary and is stated on the paperwork delivered together with the watch.
What is covered by the warranty?
The limited mechanical warranty covers any mechanical issues that result from an error during production or assembly, or damage during final shipping to the customer. As mechanical objects with fine tolerances, it is inevitable that sometimes watches may have mechanical issues that only show up after some use. The warranty is intended to cover these issues.
What is NOT covered by the warranty? Damage due to improper use. Mechanical watches, even those with modern shock protection systems, have operating limits beyond which they will develop issues. Activities such as (but not limited to) playing golf, using a power drill, go-karting can damage your timepiece. This is not covered by the warranty. Forgetting to push the crown back in before a swim is also an example of user error and something that is not covered under the warranty. Damage due to modifications or procedures carried out by the customer or an uncertified third party. If you have any issues with your watch, please contact us first. Trying to disassemble a watch by yourself or having your local watchmaker do it automatically voids the warranty. Wear and tear. Watches will take on nicks, marks and scratches. Straps will crease and wear out. This is part of the watch ownership experience and not something covered by the warranty. Any cosmetic issues spotted on receipt should be brought to our attention immediately. It's impossible to determine what is wear and tear and what was a cosmetic defect after the watch has been worn for several weeks. External coatings and treatments such as DLC, heat bluing and AR coatings on crystal will wear and the wearing pattern varies form individual to individual based on use case. This wear and tear is not covered by the warranty. How often should I have my MING watch serviced and how does the service process work?
We recommend a service every 5-7 years for your MING. A service is chargeable according to the scope of work. When it's time for a service, please
email us and we will advise you on next steps.