FAQ

WHY IS MY WATCH MAKING A STRANGE SOUND?

Your watch should not emit any sound besides a gentle ticktack. However, if what you are hearing is a matter for concern should be directed to a watchmaker. You will receive an expert’s opinion if you speak to a certified local authorized IWC retailer or boutique.

 

WHY WOULD MY WATCH NEED A SERVICE EVERY 2 YEARS?

Due to the natural aging of lubricants and seals, a regular maintenance service is necessary to ensure the water resistance of your watch. Residuals of lubrication, abrasion and dust should be removed regularly to guarantee a long life expectancy and good timekeeping.

 

WHAT IS INCLUDED IN THE PRICE?

Please find a detailed description of our services here.

 

HOW DO I FIND A SERVICE CENTER?

Use our store finder to see a list of our boutiques and authorized retailers. You may also contact the concierge for more information. You can find your concierge number by selecting your country on the bottom of this page.

 

WHAT HAPPENS NEXT AND WHY DOES IT TAKE SO LONG?

Upon receipt, a specialist watchmaker identifies any functional or visible defects and then prepares a cost estimate for you. If you approve the scope of work as well as the costs, your watch will be repaired. The approximate lead-time for repairs is between six and eight weeks. The regular timeframe may be extended due to the waiting time of missing spare parts or information. Since complicated or vintage watches are repaired at the manufacturer in Schaffhausen, the lead-time may be extended up to twelve weeks or more. You will be notified if any delay should occur.

 

What do I need to prepare before reaching out to the Concierge?

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 a repair, please also have the repair order number available.

 

Where can I find instructions for my watch?

You can locate the instructions manual by going here and entering the reference number of your watch. If you require an instructions manual from an old reference, please contact the Concierge. You can find your Concierge number by selecting your country on the bottom of this page.

 

WHY IS THE LIFETIME OF A LEATHER STRAP SO SHORT?

Leather is a natural material and subject to a natural ageing process. Especially if your watch is worn daily. Preventing it from frequent exposure to humidity, cosmetics and alike may avoid your leather strap from wearing out faster than expected. 

 

WHAT REPLACEMENT STRAPS ARE AVAILABLE FOR MY WATCH?

Please contact our concierge or any of our boutiques and authorized 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.

 

WHAT IS THE PRICE OF A NEW LEATHER STRAP?

Please contact our concierge or any of our boutiques and authorized 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. 

 

WHERE CAN I PURCHASE A NEW STRAP?

You can purchase through our concierge. You can find your concierge number by selecting your country on the bottom of this page.

 

You will also find a broad selection of leather straps or metal bracelets in any of our boutiques or with our retailers. Use our store finder to find a retailer near you. 

 

HOW CAN I CONFIRM THE AUTHENTICITY OF MY WATCH?

A thorough examination by one of our specialist watchmakers in Schaffhausen can either confirm or refute the authenticity of your watch by examining every detail. The manufacturer may present you with a certificate of authenticity.

 

WHAT IS A CERTIFICATE OF AUTHENTICITY?

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.

 

HOW DO I OBTAIN A CERTIFICATE AND WHAT ARE THE EXPENSES?

You may submit your watch to an authorized IWC retailer or boutique, who will send it to Schaffhausen. Alternatively, you may contact the concierge for instructions to send your watch directly to the service center, who can send it to the manufacturer. A fee of 300 CHF covers the service. You can find your concierge number by selecting your country on the bottom of this page. 

 

HOW DO I REQUEST A CATALOGUE?

Please contact your boutique, authorized retailer or Concierge to request a catalog.

 

WHERE CAN I PURCHASE AN IWC TIMEPIECE?

You can find a broad selection of watches in any of our boutiques or with our authorized retailers. Use our store finder to find a retailer near you.

 

WHERE CAN I PURCHASE A NEW LEATHER STRAP?

Please contact our concierge or any of our boutiques and authorized 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. 

 

MY WATCH IS NOT WORKING, WHAT SHALL I DO?

Consulting the user’s manual would be a good place to start. If your watch is wound and still not running, we recommend consulting an expert. You can find your closest boutique or authorized retailer with our store locator.

 

Alternatively, you may contact our Concierge for instructions on how to send your watch directly to our service center. You can find your concierge number by selecting your country on the bottom of this page.

 

CAN I SEND MY WATCH DIRECTLY TO THE MANUFACTURER?

You can ask your boutique or authorized retailer, who will send your watch to Schaffhausen for service or repair. The manufacturer will not accept watches sent directly to them by clients.

 

WHAT IS THE GENERAL REPAIR PROCEDURE?

Upon receipt, a specialist watchmaker identifies any functional or visible defects and then prepares a cost estimate for you. If you approve the scope of work as well as the costs, your watch will be repaired. As soon as your watch is ready for pick up, you will be notified. You can find out more about our service procedure here.

 

HOW DO I GET MY WATCH BACK AS FAST AS POSSIBLE?

To avoid delays, please approve the cost estimate given for the service or repair as soon as possible with your boutique, authorized retailer or concierge.

 

WHY DOES IT TAKE SO LONG TO REPAIR MY WATCH?

The regular timeframe may be extended due to the waiting time of missing spare parts or information. The approximate lead-time for repairs is between six and eight weeks. Since complicated or vintage watches are repaired at the manufacturer in Schaffhausen, the lead-time may be extended up to twelve weeks or more. You will be notified if any delay should occur.

 

What is the status of my service or repair?

To determine the status of your service or repair, please contact the point of sale where your watch was previously dropped off. Otherwise please contact the Concierge. You can find your Concierge number by selecting your country on the bottom of this page.

 

I have received a cost estimate that I do not agree with. What do I do next?

If you received a cost estimate that you do not agree with, please contact the point of sale where your watch was previously dropped off. 

 

Where can I send my watch for service or repair?

You can find your closest boutique or authorized retailer with our store locator. Alternatively, you may contact our Concierge for instructions on how to send your watch directly to our service center. You can find your Concierge number by selecting your country on the bottom of this page.

 

My watch has been returned after a repair or service and I am not satisfied. What do I do next?

If you received your watch after a repair or service and are not satisfied with its status, please contact the point of sale where your watch was previously dropped off. 

 

WHAT IS YOUR WARRANTY POLICY?

You can find our warranty policy here.