customer service Baume et Mercier Customer service Glossary

FAQ & E-SHOPPING ASSISTANT

FAQ & E-SHOPPING ASSISTANCE

Find the answers to your questions reading our compilation of Frequently Asked Questions.


Baume & Mercier Collections

Are all Baume & Mercier watches produced in Switzerland?

All Baume & Mercier watches are manufactured at our Watchmaking Workshops in Les Brenets, in the Swiss Jura.


Can I change the bracelet of my Linea without going to a Baume & Mercier retailer and must I use a special tool?

One of the strongest assets of the Linea collection is its versatility. The clever interchangeable strap system gives women what they want: the ability to personalize their watch. This interchangeable strap system is so incredibly easy to use that the lucky owner can change the strap in a snap without any tools or need the assistance of a Baume & Mercier authorized retailer. This simple and ingenious system is nonetheless totally secure. Linea and its interchangeable strap suits all moods.

How do I measure the size of my wrist to adjust the bracelet of my watch?

We invite to use our wrist sizer available on all the watch pages, to ensure a perfect fit to your wrist of your new watch. Before using, enter your printer settings and change the “page scaling” option to “none.” Then print this page on a paper sheet .



Watchmaking Knowledge

Must an automatic mechanical watch be rewound manually?

The majority of Baume & Mercier watches are equipped with automatic mechanical movements. After the time and date have been set, these watches need to be manually wound by turning the crown approximately 20 times before being put on the wrist. This provides the movement with enough power to ensure it functions with optimal precision.  It is not enough to shake the watch a few times because it  needs to be worn under normal conditions for about 2 hours before full torque is reached. If an automatic watch that has stopped is worn without being manually rewound, it may run fast or may stop due to having been insufficiently active. 

When should a manually wound mechanical watch be wound?

Ideally, a manually wound mechanical watch should be wound once a day at more or less the same time. The best method is to wind it before putting it on the wrist in the morning. Wind the watch gently because the crown is blocked when the barrel spring is fully tensioned. Forcing the crown at this point may damage the winding mechanism. 

What is the difference between a chronograph and a chronometer?

The two are often confused although they are different. A chronometer is an instrument valued for its precision while a chronograph measures short periods of time. However, strictly speaking, a chronograph can also be a chronometer if it is certified by the COSC - the Official Swiss Office of Chronometer Control. 

How do you operate a Flyback function and what is it used for?

Flyback allows you to move from one chronograph measurement to another by pressing a push button once instead of three times. It was invented in the 1930s shorty after the second chronograph push button was introduced. It was intended originally for pilots who had to stop one timing and start another immediately in order to follow their flight plan. Today, this function is no longer used by pilots and has very little use in everyday life. Nevertheless it is still appreciated by people who admire beautiful mechanisms and who find different ways to use it. 

The Flyback is operated as follows:  Press the button at 2 o'clock to start the timing. Then press the button at 4 o'clock to start the Flyback. To stop the measurement, press at 2 o'clock. To restart it, press at 2 o'clock again, and press at 4 o'clock again to activate the Flyback once more. To stop the measurement and return to zero, press the button at 2 o'clock to stop the hand then press at 4 o'clock to return the two hands to their starting point. 

What is a Tachymeter ?

A Tachymeter is a cale used to measure average speed in km/h based on the time needed to travel 1000 m. For example, to measure your average speed while driving, start the chronograph at a roadside mile marker, then stop it exactly 1 km farther on (next mile marker). The seconds-hand uses the tachymeter scale to indicate your average speed in km/h for the kilometer you just traveled.

What is a Telemeter ?

A Telemeter is a scale used to measure the distance separating an observer from a phenomenon which is first visible and then audible. Its graduation is based on the speed of sound (343 m/s). For example, to determine a storm’s distance from the wearer, start the chronograph at the first appearance of lightning; then stop it when the thunder can be heard. Look at the dial of your watch, the seconds-hand uses the “telemetric scale” to indicate the distance separating you from the place where the lightning occurred.

What is a Worldtimer ?

Worldtimer watches, also called “ World Time” or “Universal Time”, indicate, in addition to local time, the time of the 24 time zones around the world via a 24-hour disk to index to the 24 cities indicated on the dial. This makes it possible to identify the 24 zones in which cities are found. At any time, you can check the time in 24 major cities (representing each time zone) while viewing the time of the city where you live or are traveling.

Watch our tutorial video available on our Youtube Brand channel: Link Missing

What is a Dual Time function ?

A watch equipped with a dual time complication is able to indicate a “2nd time zone”. This second time can be read on a central hand or a hand located in a counter graduated from 1 to 24. In practice, the main hour hand is typically set to the local time of where one is during one’s travels, and the time of the second time zone specifies the time where one lives, for example.

What is a Moon Phase function ?

Watches with a moon phase complication display the cycles of the moon on their dial (first quarter, full moon). Moon phases are generally displayed using a moving disk which makes one rotation every lunar month (29 1/2 days).

Watch our tutorial video available on our Youtube Brand channel: METTRE LA VIDEO CLIFTON CALENDRIER COMPLET

Why is my mechanical watch less accurate than a quartz watch?

The difference arises from the fact that the 2 movements are quite different.

A quartz watch is extremely precise due to its high frequency of vibrations (32 kHz). It is accurate to 1 - 2 minutes per year.

In comparison, a mechanical movement (automatic or manual winding) contains a spring balance with an oscillating frequency of 2.5  to 4 Hz. It is accurate to 1- 2 minutes per week. The precision of an automatic mechanical watch can also be affected by the way it is worn. Because it is wound continually by the motion of your wrist, the bracelet must be carefully fitted to the wrist to avoid a loss of autonomy. Its performance can also be affected by environmental factors (temperature, pressure, humidity, magnetic fields).

The precision of a mechanical watch is strongly influenced by environmental factors such as temperatures, inertia, frequent shocks and magnetic fields.  In addition, its precision is also affected by winding state of the movement. For this to remain optimal, the mechanism must be able to wind itself using the movements of the wrist. Consequently, the bracelet should be well adjusted to the wrist to avoid a loss of autonomy. 


Advices for use and maintenance.

Sleeping with your watch

It is not advisable to wear your watch while sleeping. An unintentional movement during the night could harm you if the watch knocks strongly against your body, or the watch could be damaged if it contacts a bed post or bedside furniture. 

Similarly, bracelets and leather straps can be suffer from considerable friction and perspiration during sleep.

Bathing with your watch

It is not advisable to wear your watch in the shower, even if it is water-resistant.  The high temperature of the water, the surfactants in soap and the pressure of the water as it leaves the shower head are factors that, together, can overcome watch seals designed for diving.   

A water-resistant watch may be worn in the pool but the crown must be firmly pushed in or screwed down, depending on the model. 

As far as possible, avoid submerging leather straps in water. They are not suitable for wearing in water and will age rapidly with humidity.

 

What are your recommendations and instructions for taking care of my watch?

Advice for maintaining your Baume & Mercier watch is available in the Watch Care section of our website.  


Guarantee, Servicing and Repairs

How long is a Baume & Mercier watch guaranteed for?

Your watch is guaranteed for 24 months from the date of purchase from an authorized Baume & Mercier retailer.  For more information, please refer to our Warranty section.  

Where to buy an authentic Baume & Mercier watch ?

Please be informed that authentic Baume & Mercier watches are sold exclusively, through our network of authorized retailers around the world. In some countries, we also have opened an official Baume & Mercier e-boutique to better serve our customers. This assures you are investing in a genuine Baume & Mercier timepiece and that it is not counterfeit, modified or a second-hand item presented as new merchandise. Only watches purchased through an authorized retailer are accompanied by a Baume & Mercier International Guarantee.

You may find details of these retailers on our website by clicking on the link on Stores.

If you bought your watch elsewhere than from an authorized retailer, unfortunately, we cannot guarantee the authenticity of the piece you have acquired.

Why does a watch need regular maintenance?

A watch movement runs 24 hours a day, 365 days a year. The continuous contact between its components causes steady wear, however slight, and the lubricating oils lose effectiveness as they age.  The various seals (case back, crystal, crown...) are composed of elastomer or plastic. These materials are liable to degrade over time and gradually fail to ensure the water-resistance of the watch.  We therefore advise you to have your Baume & Mercier watch regularly checked in order to maintain its precision and water-resistance over time. The principal maintenance operations should be scheduled as follows:  

• a ""Battery Service"" every 2 - 6 years depending on the model (quartz watches only)

• a ""Maintenance Service"" approximately every 3 years.

• a ""Complete Service""  (or total overhaul)  approximately every 5 years.

Where can I have my watch examined and repaired?

We recommend you go to one of our authorized retailers or contact your nearest Baume & Mercier After-Sales Service Center. 

If your watch is still within the guarantee period (24 months), please present your fully completed Guarantee Card.

How long does it take to receive an estimate?

When you bring in your watch to an authorized Baume & Mercier retailer you will be given an estimate of the service cost and the time required.

The functions and appearance of each watch entrusted to us for a check-up are then carefully examined by our qualified watchmakers.  

Their diagnosis will determine the type of service to carry out and the parts to be replaced, taking account of your initial request. 

When the diagnosis is complete, if the repairs required are more expensive than originally estimated a new, official estimate is sent to you. Of course, no repair will be carried out without your prior approval. 

Why does it take from 3 weeks to more than 3 months for my watch to be overhauled?

In principle, a full range of spare parts is held in stock for ""Contemporary"" watches produced in the last 20 years, so the time required for a repair (from the date of your approval) depends on the type of service: 

• Fast Service: approx. 1 week

• Maintenance Service: at least 3 weeks 

• Complete Service: at least 5 weeks

Spare parts for watches more than 20 years old, are not always available and must be ordered from Switzerland by our Watchmaking Workshops. This entails an extra delay. Please note that sometimes certain components, such as dials, cases and bracelets are out of stock and must be re-manufactured.This will delay the service even more.

Lastly, watches that are rarer or more complicated must be returned to our Watchmaking Workshops in Switzerland for servicing by a watchmaker who is specially qualified in this kind of restoration. In these special cases, the waiting time is extended by at least 4 to 8 weeks. 

Is a service carried out in an authorized Baume & Mercier After-Sales Service Center as good as a service carried out by a Richemont regional platform or by Baume & Mercier watchmakers in Switzerland?

For Contemporary watches (less than 20 years old), the watchmakers at all our retailers and at Baume & Mercier After-Sales Service Centers have the competence and experience required to perform high-quality work.  They also use the same tools as in our After-Sales Service Centers in Switzerland and have access to the same stock of spare parts delivered by Baume & Mercier. 

How long will the battery in my quartz watch last? And when should I change the battery in my quartz watch?

The service life of a battery ranges from 2 to 6 years depending on the model. The majority of our quartz watches with a central seconds hand are fitted with an end-of-battery-life indicator (EOL). 

A movement with this indicator makes the central hand advance in jumps of four seconds to signal that the battery is almost exhausted.  When it starts jumping in this way you have approximately two weeks to change the battery. We recommend you have it changed at a Baume & Mercier After-Sales Service Center, to ensure that the battery and the checks carried out meet our pre-defined criteria. 

The International or Limited Guarantee will only apply if these conditions are met.

Who can I go to for information about repairing my Baume & Mercier watch?

• Via an authorized retailer

• Use our store locator on the website to find the nearest authorized retailer.

• Directly to our authorized repair After-Sales Service centers 

For an authorized Baume & Mercier retailer: use our store locator.

For an authorized Baume & Mercier Service Center: use our service center locator

For any question, please contact our Customer Contact Center : 1.800.MERCIER

When should I have my mechanical watch serviced?

We strongly recommend you have the water-resistance of your Baume & Mercier watch checked every year, particularly before the summer season, as well as a Maintenance Service approximately every 3 years and a Complete Service approximately every 5 years. The typical time required for each service is indicated in the Maintenance section. If your watch is dropped, suffers an impact or becomes magnetized, it may start to run unacceptably fast or slow. In this case, do not wait for the next scheduled service but  take the watch to an authorized retailer, or a Baume & Mercier After-Sales Service Center, for immediate attention. 

What warranty do I have that my watch will function perfectly after a service?

All Baume & Mercier watches we receive are handled with with great care and serviced to the highest standards. After being serviced, it undergoes a series of checks, including an electronic wearing simulation lasting several days, to verify that it is running properly before it is returned to you.  The service carried out by our watchmakers is covered by a one-year guarantee in the event that the watch does not function correctly. 

When should I check that my watch is water-resistant?

All Baume & Mercier watches produced in the last 20 years or so are designed to be water-resistant to a depth of at least 30 metres. 

If your watch is immersed in water, its water-resistant case protects the movement against dust, humidity and the risks caused by possible deterioration. 

A watch is made water-resistant by its seals. Because these seals are exposed to numerous negative factors, such as cosmetics, perspiration, and temperature changes, the water-resistance of your watch may diminish significantly over time. 

For this reason, we recommend you have a water-resistance check performed on your watch every 12 months. If you notice condensation forming in your watch you should take it promptly to an authorized retailer, or a Baume & Mercier After-Sales Service Center.

What is the service life of a leather strap?

The leather straps we provide are manufactured with great care and are all meticulously inspected. Nevertheless, the service life of a beautiful leather strap depends on the conditions of use and how often it is worn. 

For example, the strap is affected by the acidity of the skin, perspiration, temperature changes, long exposure to sunlight, skin creams and cosmetics etc. 

Extreme conditions such as sports activities or immersion in water considerably reduce its service life. 

While this should not become a strict rule, we recommend  changing your leather strap each year if necessary, for aesthetic reasons and to avoid the risk of it breaking due to wear.

Is a leather or rubber strap covered by the warranty?

These elements of the watch are not covered by the Baume & Mercier International or Limited Guarantee and you should arrange to have them replaced at your expense when necessary. We recommend having a strap replaced by one of our authorized retailers. 

What is the service life of a rubber strap?

Every rubber strap we provide is of the highest quality. Nevertheless, the service life of this type of strap depends on the conditions of use and how often it is worn. It will age faster if it is often exposed to strong sunlight. Constant rubbing against clothing may cause discoloration (particularly in a white strap) or premature deterioration. 

Nevertheless, if you take care of the strap it will remain in good condition for several years.  We recommend that you change a rubber strap as soon as it shows any cracks or cuts. 

What is a magnetic field and how are they avoided?

Our environment is increasingly subject to magnetic disturbance from various sources, including mobile phones, airport signals, magnetic bag clasps etc. These devices can affect the running of your Baume & Mercier watch whether it is quartz or mechanical.  For this reason we recommend you avoid, as far as possible, wearing or leaving your watch near any electronic equipment capable of generating a magnetic field that may disturb its movement.  

Effect on a quartz watch: a quartz watch may be affected when it enters a strong magnetic field but it will return to normal when it leaves the field. The disturbance therefore only lasts while your watch is within the field. 

Effect on a mechanical watch: a mechanical watch is also sensitive to strong magnetic fields. In certain cases, steel components of the movement may become magnetized, particularly the balance spring. In some rare cases, magnetized parts may stick together and cause the watch to run fast, or even stop completely. In this event, demagnetization is required and should be performed at a Baume & Mercier After-Sales Service Center.  

Does the case or the bracelet of my watch contain nickel?

There is some nickel in the stainless steel used in Baume & Mercier watches. However, all the metal we use that contains nickel meets the European standard EN 1811 that sets the salting-out limit for nickel: Ni <0.5 mg/ cm2/ week. 

It is important to understand that sensitivity to nickel does not depend on the quantity of nickel present but on two factors:

• the closeness of contact between the skin and the nickel salted-out by corrosion

• the personal degree of allergy. Please note that people who are sensitive to nickel may show an allergic reaction when exposed to levels below the permitted limit.

Do the diamonds used in Baume & Mercier watches have a certificate of origin?

Our diamond-set models are accompanied by an official Baume & Mercier document indicating the quality and caratage of the diamonds.

Are they ethical diamonds?

At Baume & Mercier we buy our diamonds in conformity with the Kimberley Process Certification Scheme and the World Diamond Council Guarantee System, set up to end the trade in "Conflict Diamonds/ Blood diamonds" and to keep them out of the supply chain. We only buy diamonds from suppliers who respect these systems. All Baume & Mercier invoices carry the following guarantee declaration*:

• The diamonds (on the products) herein invoiced have been purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions.

• The seller hereby guarantees that these diamonds are conflict free, based on personal knowledge and/or written guarantees provided by the supplier of these diamonds. 

(*This guarantee declaration applies to products containing one or more diamonds)


E-Shopping Assistant

Are Baume & Mercier watches sold on the Internet?

To increase customer satisfaction, Baume & Mercier has opened an e-boutique in the United States offering its customers a new purchasing experience. Naturally, the full Baume & Mercier collection remains available from our authorized retailers. 

Can I have my watch engraved?

When purchasing from our Baume & Mercier e-boutique or when contacting our Contact Center, engraving is available on several watches of the Baume & Mercier collection and is free of charge. However, engraved Baume & Mercier products cannot be returned for exchange or refund. Please do not ask to have a watch engraved with an offensive, racist, obscene, derogatory or otherwise inappropriate image, text or other design. These will not be accepted. If you wish to have your Baume & Mercier watch engraved, we invite you to contact the Ambassador of our Contact Center at 1.800.Mercier.

Can I buy, without risk, a Baume & Mercier watch at a retailer not authorized by Baume & Mercier or from other sites than the official Baume & Mercier e-boutique?

Please be informed that authentic Baume & Mercier watches are sold exclusively through our network of authorized retailers around the world. In some countries as in the USA, UK or Ireland, we also have opened an official Baume & Mercier e-boutique to better serve our customers. This assures that you are investing in a genuine Baume & Mercier timepiece and that it is not counterfeit, modified or a second-hand item presented as new merchandise. Only watches purchased through an authorized retailer are accompanied by a Baume & Mercier International Warranty. You may find details of these retailers on our website by clicking on the link below. If you bought your watch elsewhere than from an authorized retailer, unfortunately, we cannot warranty the authenticity of the piece you have acquired.

Why do we recommend you to create account?

Opening an account will allow you to make purchases through the Baume & Mercier e-Boutique unless you select the "Guest Checkout" on our Website. Once registered, you will not be required to re-enter your personal information which will ensure a faster check-out process. You will also be able to “Save for later” any watches, comparisons, picture or videos in your “My Favorites” section and share them with your family and friends. 

How can I order a Baume & Mercier watch? Option 1: through the e-boutique

If you are willing to order on our e-boutique, you can easily place an order as follows:

1. Once you have chosen a product which is subject to availability

2. Click on the “Purchase” button to place this product in your shopping bag.

3. Decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits) or proceed to checkout by clicking on this button. You may also remove one or several products you have selected in the Shopping Bag.

4.  Please provide some personal information as applicable, such as shipping address, billing address and payment details.

Please note your order may not exceed five (5) watches in any buying session on the Website. 

How can I order a Baume & Mercier watch? Option 2: through the Contact Center

You can easily order by telephone through the Customer Contact Center. A Baume & Mercier Ambassador will assist you with the order process. Orders by phone shall be placed through the Customer Contact Center (1.800.MERCIER).

Our Contact Center remains at your disposal to answer your questions:

Monday to Friday from 10.00am to 10.00pm and Saturday from 10.00am to 6.30pm (EST Time)

Please note your order may not exceed five (5) watches in any buying session through the Customer Contact Center. 

What is a CVV?

The CVV Number ("Card Verification Value") on your credit card or debit card is

For VISA®, MasterCard®, American Express®, JCB®, Diners Club® and Discover® branded credit and debit cards, a 3 digit numbers placed on the back side of your credit card.

For American Express® branded credit or debit card, a 4 digit numeric code on the front side of your credit card.

Providing your CVV number to Baume & Mercier proves that you actually have the physical credit or debit card - and helps to keep you safe while reducing fraud. CVV numbers are NOT your card's secret PIN (Personal Identification Number). You should never enter your PIN number when asked to provide your CVV. (PIN numbers allow you to use your credit or debit card at an ATM or when making an in-person purchase with your debit card or a cash advance with any credit card.)

Your telephone conversation will be recorded for security and quality control purposes. Any telephone conversation recorded by our Customer Contact Center that contains your credit card information will be fully encrypted and only used to process card transactions. 

Which credit card can I use to pay my order?

Baume & Mercier accepts the following credit cards: VISA®, MasterCard®, JCB®, Diners Club® and Discover®.

Cards issued by banks domiciled outside the United States of America will not be accepted. All credit/debit card holders must also have a United States of America billing address.

Any telephone conversation recorded by our Customer Contact Center that contains your credit card information will be fully encrypted and only used to process card transactions.

All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Baume & Mercier, you will need to contact your card issuer directly to solve this problem, and Baume & Mercier will not be liable for any delay or non-delivery.

For more detailed information, we invite you to read our Conditions of Sales.

How Baume & Mercier will secure my transaction?

Baume & Mercier takes precautions - including administrative, technical, and physical measures - to safeguard your personal information against loss, theft, and misuse, as well as against unauthorized access, disclosure, alteration, and destruction. Baume & Mercier uses Secure Sockets Layer (SSL) encryption on all web pages where personal information is collected.  Any telephone conversation recorded by our Customer Contact Center that contains your credit card information will be fully encrypted and only used to process card transactions. For more information about how we use and protect your information please read our Privacy Policy.

In order to secure your transaction and prevent fraud, Baume & Mercier will perform a credit card and anti-fraud check. For more information about how we use and protect your information please read our Conditions of Sale 

Can I ship my order in outside of the USA?

We only accept orders for delivery to addresses in the continental United States, Alaska, Hawaii and the District of Columbia. Please note that Baume & Mercier does not ship to PO boxes, APO/FPO addresses or hotels. For more information, please read our Conditions of Sale : http://www.baume-et-mercier.com/en-us/conditions-sale

What is the shipping cost of my order?

Standard shipping (5-7business days) is free of charge. Saturday will not be considered as a regular business day with respect to estimated delivery lead time. Delivery on Saturday may however be proposed as a service to specific zip codes by the Customer Contact Center. This service as well as express shipping may incur more specific charges. Please contact the Customer Contact Center (1.800.MERCIER) for more specific information or we invite you to read our Conditions of Sale.

How can I follow my order?

Please consult your “My Account” section

How can I confirm the receipt of my order?

Baume & Mercier insures each purchase during the time it is in transit until it is delivered to you. We require a signature by an adult to confirm your acceptance of each Baume & Mercier product delivered. For more information, please read our Conditions of Sale (Hyperlink / http://www.baume-et-mercier.com/en-us/conditions-sale )

How can I return my order?

To proceed to the return of your watch you should strictly respect the following rules:

1. RETURN PERIOD: authorized within thirty (30) days following delivery.

2. RETURN PROCESS:

    - If you purchased your watch through the Customer Contact Center may be returned directly to the Baume & Mercier e-boutique distribution center, at the following address: RNA Logistics, Attention: E-Commerce Returns, 2710 Regency Drive, Suite 500, Grand Prairie, TX 75050.

1.Call the Customer Contact Center (1.800.MERCIER) to request a Return Authorization Number (RAN). This number is required prior to returning any product to Baume & Mercier.

2.Fill out the applicable Return Authorization Number (RAN) on the return form and sign it.

3.Include the completed return form with the product, all its accessories, the User Guide, the Warranty Card and all other documents, in its original box and delivery package.

4.Seal the delivery package and affix the pre-paid delivery label to it.

5.Bring the package to Fedex or call Fedex to arrange pick-up.

3. CONDITIONS TO RETURN A PRODUCT :

Baume & Mercier will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.

Engraved Baume & Mercier products cannot be returned to Baume & Mercier for exchange or refund.

4. REFUNDS AND MERCHANDISE CREDIT :

If your return complies with the return policy, Baume & Mercier will proceed to credit the refund to the your credit card no later than fourteen (14) days after receipt of the returned item by the Baume & Mercier e-boutique distribution center.

For more information, please read our Conditions of Sale.

What is the cookie policy of Baume & Mercier?

Baume & Mercier is committed to protecting the privacy of its clients. We provide a secure online shopping environment and hold our customer's personal data in accordance with applicable laws and regulations. We use technology such as "cookies" on our website to enhance your shopping experience, helping tracking of what you have in your Shopping Bag and to remember you when you return to the Baume & Mercier e-boutique. Baume & Mercier does not use cookies to gather personal information. If you do not accept cookies, you will not be able to use the Baume & Mercier e-Boutique. Furthermore, should you modify your browser settings to refuse cookies, you may be required to re-register on your next visit to the Baume & Mercier e-Boutique.

For more information, we encourage you to read our Privacy Policy.


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