About Concierge Sales

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About Our Concierge Service
Opening Times of Our Concierge Service
Contact
Ordering Information
Shipment
Return Policy
Payment
Complimentary Services
Straps and Bracelets
Prices

About Our Concierge Service
This website is dedicated to our customers in the United States, offering a unique concierge experience. The collection of timepieces featured on the website includes all models from the latest IWC collections. With just a few exceptions, all products can be purchased via the IWC concierge service. We invite you to contact an IWC concierge for information regarding prices as well as for purchase advice. You can expect a response within 24 hours on weekdays and within 48 hours on weekends. Please note that our customer contact center, offering the concierge service, is closed on the public holidays listed below.

Opening Times of Our Concierge Service
Mondays to Fridays: from 9:00 a.m. to 9:00 p.m. (central)
Saturdays: from 9:00 a.m. to 5:30 p.m. (central)
Sundays: closed

Closed on the following public holidays

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Day

Contact
IWC Concierge Service
Phone: 1-800-432-9330
Fax: 1-817-785-2392
E-mail: concierge-usa@iwc.com

Ordering Information
Orders can only be placed by persons who (a) have reached the age of majority (eighteen in most states), (b) have legal capacity to enter into contracts and (c) are citizens or residents living in the continental United States of America, Alaska, Hawaii or the District of Columbia. When ordering by phone through the IWC Schaffhausen Customer Contact Center, an IWC concierge will assist you with the order process. Orders by phone are to be placed through the Customer Contact Center phone number 1-800-432-9330. Orders can be placed by phone only.
Once you have placed an order by phone, receipt of your order will be acknowledged by e-mail. Please check your acknowledgment e-mail verifying that the details are correct. This Acknowledgment of Order is not an acceptance by IWC of your order.
Upon shipment of your order, following completion by IWC of its antifraud and security checks, IWC will send you by e-mail or by fax a written Confirmation of Order. The Confirmation of Order constitutes the acceptance of your order by IWC and indicates the existence of a binding sales contract.

Shipment

Standard
If you choose standard shipment, your IWC timepiece should arrive within seven business days from the date of your order. Delivery may take longer if you have requested personalization, such as engravings or a strap change. There is no charge for shipping.

Express
If you choose express shipment, your IWC timepiece should arrive within two business days from the date of your order. This service is provided on request and subject to the availability of your order. There is no charge for shipping, but in order to benefit from express shipment, you have to request it, as it will not be automatically done.

Overnight
If you require overnight shipment, please contact an IWC concierge at 1-800-432-9330, and we will do our best to accommodate you.

Return Policy
IWC allows Customers or Gift Recipients to return IWC products purchased through the Customer Contact Center within thirty (30) days following receipt, but are subject to the terms and conditions set forth in our Conditions of Sale.
Products that have been purchased through the Customer Contact Center may be returned to the IWC Customer Contact Center, at the following address:

RNA Logistics
Attention: E-Commerce Returns
2710 Regency Drive, Suite 500
Grand Prairie, TX 75050

or in an IWC retail boutique within the United States of America.
Products that have not been purchased on the website or through the Customer Contact Center may NOT be returned to the IWC Customer Contact Center.

Please note:

  • You may return your purchase via FedEx to the Customer Contact Center within thirty (30) days of receipt for exchange or a refund to the original credit card.
  • You are also welcome to visit an IWC retail boutique in the United States to return your watch for exchange or a boutique merchandise credit. No cash or credit card refunds will be given.
  • IWC will accept products returned to us within thirty (30) days of the date of the delivery, in its original packaging in a new and unused state, with all materials and documents included and in accordance with the Conditions of Sale.
  • Personalized IWC products (engraved or otherwise) cannot be returned to IWC for exchange or refund.
  • All returns will be subject to strict Quality Control (QC) by IWC to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, IWC will refuse the return, and the products will be sent back to the Customer or the Gift Recipient, as applicable. If the returned product satisfies Quality Control (QC), IWC will proceed with the applicable refund or exchange.

If a Customer or Gift Recipient wishes to return a product to the IWC Customer Contact Center, then such person must comply with the following steps:

  • Contact the Customer Contact Center at 1-800-432-9330 to request a Return Authorization Number (RAN). This number is required prior to returning any product to IWC.
  • Fill out the required information, list the applicable Return Authorization Number (RAN) on the return form and sign it.
  • Please return the product in its original box and delivery package, including the completed return form, all accessories, the Product Manual, the Certificate of Authenticity, the Warranty Card and all other documents.
  • Seal the delivery package and affix the prepaid delivery label to it.
  • Take the package to any FedEx location or call FedEx to arrange a pickup.

For further information on the Return Policy, please see our Conditions of Sale.

Payment
IWC is pleased to accept the following credit cards: Visa®, MasterCard®, JCB®, American Express®, Diners Club®, and Discover®. Cards issued by banks domiciled outside of the United States of America will not be accepted.

Complimentary Services
All orders will be shipped with the watch box gift-wrapped. An IWC shopping bag will be made available upon request.

Complimentary Engraving
IWC is pleased to provide complimentary personalized engraving on many of our models. The engraving is performed by a dedicated team of professionals in accordance with your instructions.
Please note that engraving may affect the delivery time of your timepiece, and that personalized IWC products (engraved or otherwise) cannot be returned to IWC for exchange or refund.

Straps and Bracelets

Strap Exchange

  • IWC timepieces are delivered with a standard-length strap. This strap can be exchanged for a shorter or longer strap upon request to the Customer Contact Center. This service is complimentary.

Metal Bracelets

  • For some watch models the strap can be exchanged for a metal bracelet at an additional cost.
  • Our metal bracelets have been designed so that you can easily adjust them to the size of your wrist. You can make this adjustment yourself by removing or adding individual bracelet links.

Prices
All prices shown on the product pages of the website or mentioned by the Customer Contact Center are in US Dollars. IWC reserves the right to modify prices and delivery costs at any time without prior notice.