FAQ
SERVICE FREQUENCY
Your timepiece is a high-precision instrument and the greatest care has been taken in its design and production. Composed of numerous components, oils, and lubricants, it deserves the greatest attention to ensure that it continues to work perfectly for many years to come.
The optimal service cycle for your IWC timepiece is exclusive to your watch and unique lifestyle. The necessary interval between services will be determined by your individual wearing habits – such as the frequency of wear, the environment(s) you live in and the intensity of physical activity you engage in.
Your watch is a finely tuned mechanical instrument. The more carefully you handle your watch, the longer it will continue to function flawlessly. We simply recommend that you continue wearing your watch for as long as you please and to only entrust it for a service if you notice a deviation from the regular performance, function or timekeeping. In this case, we will be happy to return your watch to its original performance level as part of servicing.
The water-resistance of a watch is not a permanent characteristic. Seals and sealing systems in particular are subject to wear and tear and natural ageing. External influences such as cosmetics, salt water, and/or impacts to the case can fundamentally affect the water-resistance. After use in or under water, your watch should be rinsed off with clear fresh water and then dried. The water-resistance should be tested at least once a year.
HOW TO OBTAIN SERVICE
You may submit your timepiece for service via one of the following channels:
a. Boutique – Customer may drop off their timepiece at one of our IWC Boutiques
b. Authorised Retailer – Your timepiece can be forwarded to our authorised Service Centres by any authorised IWC Retailer
c. Online service request – You can request a complimentary shipping kit to send your timepiece directly to your local Service Centre via courier
Use our store finder to see a list of our Boutiques and authorised retailers. You may also contact the IWC Concierge for more information. You can find your Concierge phone number by selecting your country on the bottom of this page.
Yes, please contact the Boutique of your choice by directly clicking «request appointment» in both our header and footer. Alternatively, you may contact the IWC Concierge to arrange an appointment. You can find your Concierge phone number by selecting your country on the bottom of this page.
It is not possible to send your timepiece directly to the Manufacture for servicing. The Manufacture in Schaffhausen cannot process service orders sent in by customers. All timepieces requiring service at the Manufacture must be submitted by regular process via your local IWC Boutique, authorised retailer or our complimentary shipping kit service.
SEND YOUR WATCH TO US
The remote service option is only available within the following countries: Australia, Austria, Belgium, China, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Luxembourg, Netherlands, Portugal, Russia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States of America.
You will receive a shipping kit after requesting it online or via our IWC Concierge. Scan the QR-Code in the box to access the Shipping Kit Guidline. Pack your watch as described and schedule a collection with the courier or drop your parcel for sending at your local courier drop-off point. Get the guideline here.
You can request a new shipping label and Service Request form or contact our IWC Concierge. Get the Service Request form here.
To schedule your collection, please go to https://mydhl.express.dhl.
The shipping and collection costs of your parcel are covered by IWC Schaffhausen. You will receive a free shipping kit and pre-paid shipping label.
WARRANTY
The IWC International Warranty, applies to all IWC Manufactured watches purchased through our authorised network of IWC Boutiques and authorised retailers. This guarantee is valid for 24-months from the date of purchase and covers against defects in manufacturing and materials.
Register now and become a member of My IWC and benefit from a 6-year extension to our standard 2-year International Limited Warranty. Read more about My IWC here, or click here to register.
IWC Schaffhausen grants a 24-month warranty on all work carried out and parts replaced as part of the Complete and Restoration services, and a 12-month warranty for a Simple service.
The IWC Service Guarantee applies to IWC watches serviced by an authorised IWC Boutique, or service centre.
SERVICE PRICING AND PROCESS
You can use our Service Price Calculator to generate a pre-estimate for service. Have your serial number or model reference handy to retrieve the service and part prices for your timepiece.
The time required for a service is approximately 4 weeks, dependant on the service needed. As each service request is considered independently, a more precise indication of the expected leadtime for the service of your watch will be offered following the diagnosis by our expert watchmakers. Please note that the average service time required for a Vintage timepiece is approximately 8 weeks. Servicing of Vintage timepieces must be done by Heritage specialist watchmakers at our Manufacture in Schaffhausen. Therefore, please consider there is also additional time required for the transfer of the watch to and from Switzerland.
A specialist watchmaker performs a thorough analysis of your timepiece and prepares a cost estimate for the necessary works. If you have already approved the scope of service and the costs in advance, your timepiece will be serviced without delay. You can find a detailed explanation of our service procedure here.
When submitting your timepiece for service you will be presented with a pre-estimate for the expected service cost. If you approve these costs on the spot, your timepiece will be put straight into service following diagnosis. Should the outcome of the diagnosis foresee an amount higher than the pre-estimate value, you will receive a revised cost estimate for consideration. To expedite the service, please approve the cost estimate with your Boutique, authorised retailer or Concierge, without delay.
To track the status of your repair, kindly contact the Boutique or authorised retailer where you submitted your timepiece for service. You may also contact the IWC Concierge with your Service Order number or individual serial number (engraved on the back case of your watch) to receive an update on the progress of your service. You can find your local Concierge contact number by selecting your country at the bottom of this page, or submit your enquiry via the Contact form to receive a response by email.
ESTIMATED SERVICES
Mandatory interventions are strictly necessary in order to return your timepiece to full working order. Should you wish to reject mandatory required interventions, your timepiece will be returned to you unrepaired. Optional interventions strive to improve the aesthetic appearance of your timepiece and to retrieve its brilliance and shine. These works can of course be declined.
Please contact the Boutique or authorised retailer where you dropped off your product. Alternatively, you may contact our IWC Concierge by phone or by email, with your Service Order number or individual serial number (engraved on the back case of your watch). You can find your Concierge number by selecting your country on the bottom of this page.
Before reaching out to the Concierge, please make sure you have the serial number of your watch ready. You can locate the serial number on the back of your watch. If you are enquiring about an in process service, you may also provide the service order number.
AUTHENTICITY
A thorough examination performed by one of our specialist watchmakers in Schaffhausen can either confirm or refute the authenticity of your timepiece. You may submit your timepiece to an IWC Boutique, authorised retailer or via complimentary shipping kit for it to be forwarded to Schaffhausen.
Only the Manufacturer may present you with an official IWC Certificate of Authenticity. If a close examination reveals that parts of the timepiece are not genuine, IWC reserves the right to refuse to issue a certificate for such timepiece. The cost for this service is 300CHF.
The information on the certificate mainly relates to the reference, case and movement. The certificate may also include information about other special features. IWC reserves the right refuse to issue a certificate for any watch, if a close examination reveals that parts of the watch are not genuine.
To report potentially counterfeit goods, we invite you to contact the IWC Concierge by phone or by email. You can find your concierge number by selecting your country on the bottom of this page.
My IWC Passport
The My IWC Passport is a digital watch certificate and a new service offered by IWC. Relevant information about an individual watch – such as the reference, serial or limitation number – is centrally stored on MyIWC.com and can be accessed easily and conveniently, anywhere and anytime. This blockchain based certificate also provides some indication on whether the watch was pre-owned or not.
You have all the information about your watch available in one place. Moreover, the digital certificate proves that the watch has been purchased from an authorized point of sale. Should you decide to resell your timepiece, it provides valuable information on the watch.
Scan the QR code that is printed on your warranty card. After confirming the model and reference number, your My IWC Passport is ready to use.
If you have purchased your watch before October 1st, 2023, you may still get the My IWC Passport. In this case, you have to send your timepiece to Schaffhausen for an official authentication. Afterwards, you will receive your digital certificate. This service has a cost of 300 Swiss Francs.
Yes. You can easily transfer the My IWC Passport from your personal account to the new owner.
STRAPS
If you enjoy wearing your timepiece on a daily basis, the average life span of a leather strap is between 12-18 months. It is necessary to take note that as a natural, porous material the leather, glue and stitching are adversely affected in particular by moisture absorption. Preventing the leather from frequent or prolonged exposure to lotions, water and/or excessive humidity may avoid your leather strap wearing out faster than expected. For hygienic reasons, we recommend to exchange your leather strap regularly.
To have your leather, rubber or textile strap replaced, kindly visit your nearest IWC Boutique or authorised retailer. They will gladly present you with the suitable strap options available for purchase and safely fit the new accessory to your watch with the appropriate tools.
To have your metal bracelet cleaned or replaced, please visit your local IWC Boutique or authorised retailer. You can use our store finder to find a retailer near you.
No, it is recommended that you visit an IWC Boutique or authorised retailer, where they can change the strap for you. Completing this task requires training and special tools. There is a chance the case can become scratched if you try to do this yourself. Please use our store finder to locate your closest Boutique or authorised retailer.
To have your metal bracelet lengthened or shortened, you can visit your local IWC Boutique or authorised retailer. You can use our store finder to find a retailer near you. To obtain additional links for your watch purchased online or over the phone, you can contact the IWC Concierge at +41 52 235 73 63.
For instructions on how to add and remove links safely from your metal bracelet, you can refer to this video or the instruction manual of your timepiece.
Please contact our Concierge or any of our Boutiques or authorised retailers to learn more about strap options and pricing. You can find your Concierge number by selecting your country on the bottom of this page.
At your request, we can deliver leather straps with hypoallergenic innermaterials. For aesthetic reasons and to make the watch more comfortable to wear, IWC offers two types of strap in at least three lengths. Please contact our Concierge or any of our Boutiques and authorised retailers to learn more about strap options and pricing. You can find your Concierge number by selecting your country on the bottom of this page.
ADDITIONAL QUESTIONS
You can locate the instructions manual by going here and entering the reference number of your watch. If you require an instructions manual for an old reference, please contact the Concierge. You can find your Concierge number by selecting your country on the bottom of this page.
A simple engraving is complimentary in the first three months from the date of purchase (lettering and numerals, limitation dependant on model) please contact your point of sale for details.
For more complicated engraving requests (such as an image or crest), please contact your local Boutique directly to discuss the feasiblity of your desired design and to receive a mockup, leadtime and quote for the project.
The water-resistance of IWC watches is stated in bar and not in metres. Metres, which are often used elsewhere in the watch industry to indicate water-resistance, cannot be equated with the dive depth because of the test procedures that are frequently used. The following are some examples for explanation: an IWC watch with an indicated water-resistance of 1 bar is protected against splashing water. With water-resistance of 3 to 5 bar, the watch can be worn when swimming or skiing, and at 6 to 12 bar it will have no problem with water sports or snorkeling. Diver’s watches with an indicated water-resistance as of 12 bar are professional measuring instruments designed for scuba-diving. Special diver’s watches resistant to 100 bar or 200 bar are suitable even for deep-sea diving.
For a more detailed explanation, see here.