IWC Schaffhausen
FAQ
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How often should my watch be serviced?
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; frequency of wear, your environment/s, and the intensity of physical activity you engage in. Your fine mechanical timepiece is an extension of yourself and will run well for as long and smoothly as it is treated. Therefore, we simply recommend you to continue wearing your watch for as long as pleases you and to only entrust it for a service if you notice a deviation from the regular performance, function or timekeeping. It will then be our pleasure to reinstate the premium performance with the suitable service.
Are all products warranted?
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:
What can I do, if my timepiece requires a service?
You may submit your timepiece for service by using one of the below mentioned options:
a. Boutique - You may drop off your timepiece at one of our IWC Boutiques
b. Authorised Retailer - Your timepiece may be forwarded to our service center by any authorised IWC Retailer.
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.
Is there a warranty offered on service?
As stated in the IWC service warranty, IWC Schaffhausen grants a 24-month warranty on all work carried out and parts replaced as part of the complete service.
* The IWC Service Guarantee applies to IWC watches serviced by an authorised IWC Boutique, authorised retailer or IWC service centre.
How long does it take to have your products serviced?
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.
What are your service prices?
Please consult our detailed pricelist here. For a more detailed indication of the service cost for your model reference you may also contact the IWC Concierge with your individual serial number (engraved on the back case of your watch). 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.
What are the steps to service my timepiece?
At first, a specialist watchmaker performs a thorough analysis of your timepiece and prepares the corresponding cost estimate for your approval. 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.
How often should the water resistance of my watch be checked?
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.
Can I send my timepiece directly to the Manufacture?
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 clients. All timepieces requiring service at the Manufacture must be submitted by regular process via your local IWC Boutique or authorised retailer.
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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.
Can I track the status of my repair?
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.
Why do I find mandatory and optional interventions on my service estimate?
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.
I have questions regarding my cost estimate, where do I find answers?
Please contact the point of sale where you previously 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.
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.
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How can I have my watch strap exchanged or cleaned?
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.
How can I have my metal bracelet cleaned or replaced?
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.
Can I change the strap on the watch myself?
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.
What is the average life cycle of a leather bracelet?
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 excess humidity may avoid your leather strap wearing out faster than expected. For hygienic reasons, we recommend to exchange your leather strap regularly.
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.
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.
HOW DO I REQUEST A CATALOGUE?
Please contact your boutique, authorized retailer or Concierge to request a catalog.
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How can I confirm the authenticity of my timepiece and what are the expenses?
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 authorised IWC retailer or Boutique, who will forward it 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. You may contact our Concierge by phone or by email for further questions. You can find your concierge number by selecting your country on the bottom of this page.
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.
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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.
Can I report counterfeits?
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.
How much does it cost to have a product engraved?
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 recieve a mockup, leadtime and quote for the project.