About Concierge Sales


About Our Concierge Service
Opening Times of Our Concierge Service
Ordering Information
Boutique Pick-up
Return Policy
Complimentary Services
Straps and Bracelets

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

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.


We only accept orders for delivery to addresses in the continental United States, Alaska, Hawaii and the District of Columbia. Please note that IWC does not ship to PO boxes, APO/FPO addresses or hotels.

We will use reasonable efforts to ensure the following estimated delivery lead times from the date of your order:

Type of delivery
Estimated Delivery Lead Time
Charge to Customer
Standard:FedEx5-7 Days*Free
Express:FedEx. Not available for products
shipped to Alaska or Hawaii
2 Business Days*
(subject to stock availability)
If order > $500 = free
If order < $500 = $25 per order
Overnight:If you wish to have your order delivered in less than 2 Business Days*, please check feasibility with your IWC Ambassador for special arrangements. If accepted for overnight delivery, a $32 delivery fee will be charged for all orders.

  • *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.
  • Please contact the Customer Contact Center (1-800 432 9330) for more information.

Please note that in exceptional cases, express delivery may be delayed if you have requested bracelet adjustment or engraving. In such cases, the Customer Contact Center will contact you to propose other arrangements and refund charges associated with your express delivery.

As an alternative to shipping you can pick-up your order, free of charge, at one of the IWC boutiques.

Boutique Pick-Up

This service is offered for orders placed through the Customer Contact Center, free of charge, at one of the following IWC boutiques:

535 Madison Avenue, Corner of 54th Street
New York, NY 10022
Phone: 212.355.7271

9490C Brighton Way
Los Angeles, CA 90210
Phone: 310.734.0520

9700 Collins Avenue, Suite #223, Bal Harbour Shops
Bal Harbour, FL 33154
Phone: 305.909.6935

South Coast Plaza – 3333 Bristol Street, Suite #2881
Costa Mesa, CA 92626
Phone: 714.955.4037

Wynn Encore Hotel, 3121 Las Vegas, Boulevard South #5
Las Vegas, NV 89109
Phone: 702.330.3020

Click here to go to our store locator where you can find the store hours and directions.

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 by Credit Card
IWC is pleased to accept the following credit cards: Visa®, MasterCard®, JCB®, American Express®, Diners Club®, and Discover®.

Payment by Bank Wire Transfer
IWC accepts wire transfer payment by original customers who place orders through the Customer Contact Center. All customers must provide proper form of identification when making a purchase by bank wire transfer. IWC does not charge a fee for bank wire transfers; however, some financial institutions will charge a fee for using a bank wire transfer.

Bank Wire Transfer Order Approval
IWC requires that all bank wire transfer orders by phone be confirmed through an order approval process. IWC may acknowledge a bank wire transfer order, but the order will not be processed until the review has been completed and accepted. All bank wire transfer orders are not confirmed until a Confirmation of Order e-mail is provided to the customer.

Bank Wire Transfer Order Cancellation
IWC requires that all bank wire transfer order cancellations be submitted and requested by phone through our Ambassador. If your wire transfer payment is not credited into our bank account within seven (7) days after you have placed your order, your order will be cancelled.

Complimentary Services
All orders will be shipped with the watch box gift-wrapped in IWC special packaging.

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.

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. Shipping costs, if any, and applicable taxes will be quoted by the Customer Contact Center and reflected in the Confirmation of Order and invoice.