Guide: How to Change a Customer's Delivery Address After Receiving an Order

May 26, 2025

If a customer wishes to change their delivery address after placing an order, clear guidelines and processes are required to ensure that the watch is shipped safely and smoothly. This guide outlines the most important steps for different locations.

General Information

Whether an address can be changed depends on the current status of the transaction: If it is prior to receipt of payment, we will arrange for the order to be canceled and reordered. If it is after receipt of payment, we will check whether a change is possible. A change of delivery address can therefore not be guaranteed in every case.

Step-By-Step Guide to Changing Your Address

1. Receipt of the request:

Our support team is happy to receive your request for a change of address by email to support@chrono24.com.

2. Checking the transaction status:

  • If the order has been received but not yet paid for, a change of address is not possible for security reasons. Cancellation and reordering are required.
  • If the payment has already been received, we will check carefully whether a change of address is possible.
  • If the order has already been dispatched , it is no longer possible to change the address. We will contact the dealer regarding a possible recall or redirection of the parcel. If the parcel is still in the dealer's country, the dealer can voluntarily attempt to recall or change the address, depending on the shipping provider. If the parcel is already in the buyer's country, the buyer must endeavor to find a suitable solution.

3. Communication with buyer and seller:

We inform both parties of the potential change of address and ask that the dealer not send the parcel yet. The buyer must confirm the new address to us in writing by email (not Messenger).

4. Verification of the new address:

We check the new address and ask our quality & security team for verification for certain transactions. Reasons for verification include:

  • High transaction value
  • Different billing and delivery address
  • Alternative recipient
  • Unusual means of payment
  • Conspicuous order history

Telephone confirmation by the buyer may also be required.

5. Change of address in the system:

If possible, we will change the delivery address in our system.

6. Completion of the change:

We inform both parties of the successful change of address, document it in our system, and update the transaction history.

Country-specific guidelines:

  • USA: Due to differing tax rates depending on the state, address changes are not always possible. Sales tax, not to be confused with import tax and customs duties, is calculated according to the customer’s delivery address and must match for a successful change.
  • France: Address changes from non-EU to EU countries are currently not possible due to import regulations.
  • Sending to PO boxes: In some countries, such as the USA or Saudi Arabia, sending to PO boxes is commonplace.
  • APAC: Address translations (Latin script) and special tax features must be taken into account.

Note: Exceptions to the process described may occur at any time. Please notify us of any change of address and get it verified by us to ensure smooth shipping.

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