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.
Closed on the following public holidays
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.
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.
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.
If you require overnight shipment, please contact an IWC concierge at 1-800-432-9330, and we will do our best to accommodate you.
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:
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.
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:
For further information on the Return Policy, please see our Conditions of Sale.
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.
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.
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.