IWC Schaffhausen - faq

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 (1-800-432-9330) for instructions on how to send your watch directly to our service center.

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.

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.

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.

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.

You can find our warranty policy here.

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.

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.

Please find a detailed description of our services here.

Use our store finder to see a list of our boutiques and authorized retailers. You may also contact the Concierge (1-800-432-9330) for more information.

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.

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

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.

You can purchase a new strap through our Concierge (1-800-432-9330). You will also find a broad selection of leather straps or metal bracelets in any of our boutiques or authorized retailers. Use our store finder to find a retailer near you.

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.

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.

You may submit your watch to an authorized IWC retailer or boutique, who will send it to Schaffhausen. Alternatively, you may contact the Concierge (1-800-432-9330) for instructions to send your watch directly to the service center, who can send it to the manufacturer. You may not send your timepiece directly to Schaffhausen. A fee of 360 USD covers the service.

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. 

Please contact our Concierge (1-800-432-9330) or any of our boutiques and authorized retailers to learn more about strap options and pricing.

Please contact our Concierge (1-800-432-9330) or any of our boutiques and authorized retailers to learn more about strap options and pricing.

You can purchase through our Concierge (1-800-432-9330).

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.