FAQ

To create an account, please click on the register section in the upper right hand corner of the website and enter your details.

You may place an order as a Guest, without an account. However, we recommend creating an account for personalized preferences, to save the products you desire, and for ease of access for future purchases.

To make changes to your account, first log in to your account. There you will have the option to modify your account details. 

If you have forgotten your password, please click on the log-in section in the upper right hand corner of the website and click on "Forgot your password?" We will send you [a new password/password reset instructions] by email. Please check your Spam folder if you do not receive this message.

To subscribe to our newsletter, please submit your email address through the Webform here. To unsubscribe, kindly follow the "unsubscribe" link found at the end of the email messages you have received.

Yes, all data and payment information submitted through our e-Boutique is safely secured by SSL encryption. For further details regarding data use, kindly refer to our Privacy Policy.

With e-Customer Service you can now send your timepiece directly to IWC’s workshops, access the estimate, track the status of your service order, and pay by credit card online. We will send you a special Service Kit to ship your timepiece safely. The insured transport to and from our workshop is free of charge. Read more here.

Following the pre-registration of your service order, we will send you the IWC Service Kit. This parcel contains a cardboard shipping box, padding material, a shipping bag and a pre-paid shipping label together with all needed instructions for a safe transportation to our workshop.

If you have already registered for your IWC account, you may log in and follow the guidelines found in the e-Customer Service section. Under your profile name, please go to "My Services" to start your e-Customer Service request. To create an account, please click on the register section in the upper right hand corner of the homepage and enter your details.

You can also opt-in for e-Customer Service when you drop off your timepiece at any of our US Boutiques for service. Please ask a Boutique Associate for details.

For web orders you may select the products of your choice pending availability and add them to your shopping bag. You may then proceed to checkout. Should you prefer to place an order by phone, please contact the IWC Concierge at 1-800-432-9330.

Most products are available for purchase online. Should you wish to purchase a product that is not available online, please contact the IWC Concierge at 1-800-432-9330.

Please contact the IWC Concierge at 1-800-432-9330 or visit your nearest Boutique, which can be found here.

Due to the limited number of our pieces, we do not offer product reservations. However, we do accept pre-orders over the phone. Please contact the IWC Concierge for more information at 1-800-432-9330.

Please direct any inquiries to the IWC Concierge at 1-800-432-9330 in order to know if your order can be changed or cancelled.

Yes, all data and payment information submitted through our e-Boutique is safely secured by SSL encryption (https).  We do not retain your payment information, including credit card numbers or PayPal account details. For more information please refer to our Conditions of Sale.

To purchase a new strap, please visit our online boutique. If you don't find your strap you can purchase through our Concierge by calling 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. 

Please use our strap sizer to determine your correct size.

Credit cards (Visa, MasterCard, American Express) may be used for all purchases. Paypal is available for online purchases of new products shipped to a personal address.  

Bank wire transfers are only accepted for orders placed over the phone with the IWC Concierge. You can place orders here by calling 1-800-432-9330.

No, orders must be paid in full via a single payment method.

Credit cards and PayPal: Your credit card is charged once your order is shipped; however, your account may show a pre-authorization hold of the payment immediately. For orders placed using Boutique pick-up, you will be charged when your order is shipped from the warehouse.

Bank Transfer: You will be charged as soon as you have made the transfer.

For custom products, such as custom-made timepieces, we require payment of the entire purchase price and your payment card will be charged for the full amount when your order is confirmed.

No, once an order is placed, it is not possible to change the payment method.

Sales, use or other taxes will vary based on the location to which products are being shipped.

We offer three methods of delivery:

• Standard: 5-7 business days*
• Express: 2 business days*
• Urgent: next business day **

Please note, delivery times are estimates.

*All order delivery date estimations are subject to stock availability.

**Saturday and U.S. federal holidays will not be considered as a regular business day with respect to estimated delivery lead time.

You may also choose to pick-up your purchase in one of our selected Boutiques, which can be chosen during the checkout. In this case, you will be notified by email when your order is ready for collection.

For more details please refer to our conditions of sale.

We do not ship to certain addresses, such as military, certain restricted areas, pick-up points or PO boxes.

Boutique pick-up is offered at the following locations: 

• IWC Schaffhausen Boutique - Bal Harbour
• IWC Schaffhausen Boutique - Costa Mesa
• IWC Schaffhausen Boutique - Miami
• IWC Schaffhausen Boutique - Beverly Hills
• IWC Schaffhausen Boutique - New York

To find the Boutique nearest you please click here.

Once your web or phone order is shipped, you will automatically receive a tracking number via email.

No, same day delivery is not offered at this time. Please refer to our conditions of sale or more information on delivery options.

Yes, all our products are shipped beautifully wrapped, and may include a gift message of your choosing.

Yes, your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.

IWC Schaffhausen allows you to exchange IWC Schaffhausen products purchased online or directly by phone through the Client Relations Center within thirty (30) days following delivery. 

In order to exchange a product that was purchased online or over the phone with our IWC Concierge, please contact us at 1-800-432-9330. Our Ambassador will proceed with the exchange request and organize the return of the original piece. All exchanges are subject to a quality control once received in our warehouse. The new product will be shipped if the quality control is successful. Products purchased online or over the phone with our IWC Concierge may not be exchanged at an IWC Boutique.

Products that have been personalized in any way or otherwise made for you as custom products cannot exchanged (except where defective). 

For further information please refer to our conditions of sale.

IWC Schaffhausen allows you to return IWC Schaffhausen products purchased online or directly by phone through the Client Relations Center within thirty (30) days following delivery. 

In order to return a product that was purchased online or phone with our IWC Concierge, please contact us at 1-800-432-9330. Our Ambassador will organize the return of the piece. All returns are subject to a quality control once received in our warehouse. Refund will take place only if the quality control is successful. 

Products purchased online or over the phone with our IWC Concierge may not be exchanged at an IWC Boutique.

Products that have been personalized in any way or otherwise made for you as custom products cannot returned (except where defective). 

For further information please refer to our conditions of sale.

Orders placed online or over the phone must be returned to the below address. 

RNA Logistics 

Attention: E-Commerce Returns

2710 Regency Drive, Suite 500 

Grand Prairie, TX 75050

Please contact the IWC Concierge at 1-800-432-9330 prior to sending your return for a Return Authorization Number.

For further information please refer to our conditions of sale.

No, return shipping is offered free of charge when using the pre-paid shipping label included in online and phone purchases.

Please contact the IWC Concierge at 1-800-432-9330 for further questions.

Products may be returned within 30 days of delivery. 

All refunds will be processed within 14 days from the day you book the return should it pass our quality control successfully.

Once your package has been collected, you may track your return via the tracking number provided by the Carrier. In order to do this, you must insert the return tracking number in the Carrier website. We advise you to keep your receipt until the return confirmation is received by email.

For high value orders, specific transportation may need to be organized. In this case, please contact the IWC Concierge at 1-800-432-9330 for more information on the tracking of your return.

Yes, if you have received a creation as a gift and wish to return or exchange it, please contact the Concierge at 1-800-432-9330.

For further information please refer to our conditions of sale.

No, personalized products are not eligible for return or exchange. However In circumstances where you consider that the products are defective, including as to satisfactory quality or suitability for their intended purpose or not as described, you can contact our Client Relations Center to arrange a full refund within thirty (30) days of delivery of the product to you, a repair or a replacement of the product, subject to availability.

Yes, all our creations are shipped beautifully wrapped.

Yes, you may include a personalized gift message in your order.

Yes, complimentary engraving is offered on select pieces. 

For all engraving requests, please contact our IWC Concierge at 1-800-432-9330 for possibilities and estimated lead times. 

Please contact the IWC Concierge at 1-800-432-9330 for engraving options.

Engraving services are offered complimentarily by IWC Schaffhausen.

No, IWC Schaffhausen does not offer gift vouchers at this time.

Yes, engraving  services are offered within three months of purchase. Please contact the IWC Concierge at 1-800-432-9330 for more information.

Depending on the model, you have the possibility to change the strap the timepiece originally comes with. 

Please contact the IWC Concierge at 1-800-432-9330 for more information.

For timepieces, metal bracelets and leather straps can be adjusted for you.

Please contact the IWC Concierge at 1-800-432-9330 for more information.

Products are available for purchase via the website or phone at  1-800-432-9330, as well as in our Boutique locations which can be found here. 

Our IWC Concierge service is available by telephone (1-800-432-9330), email, and live chat.

The prices of our current collection are displayed on our website. Please contact the IWC Concierge at 1-800-432-9330 for more information.

All of our timepieces carry a two-year warranty from the date of purchase. 

Yes, please contact the Boutique of your choice directly by directly by clicking "request appointment" in both our header and footer.  Alternatively, you may contact the IWC Concierge at 1-800-432-9330 to arrange an appointment.

As each service request is considered independently, you will be informed of the estimated repair or service time once your creation has been physically examined.

To track the status of your repair, kindly contact the Boutique or authorized retailer where you submitted your creation for service. You may also contact the IWC Concierge at 1-800-432-9330 with your Service Order number. If you have sent in your timepiece through our e-Customer Service, you may track the status by logging into your IWC Account.

We recommend maintenance every 2-3 years with a complete service every 4-5 years. For further details, kindly contact the IWC Concierge at 1-800-432-9330.

To have your strap or bracelet exchanged or cleaned, kindly visit your closest Boutique or Authorized Retailer. To purchase a new strap or bracelet, please visit our online boutique. We also invite you to contact the IWC Concierge at 1-800-432-9330, visit your nearest Boutique or Authorized Retailer.

No, it is recommended that you visit an IWC Boutique or authorized 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 authorized retailer.

You may submit your timepiece for service by using one of the below mentioned options:

a. Online - You may enter your service request online and send your timepiece to our customer service center. We will be happy to provide you with free shipping. More information about our e-customer service is available here.

b. Boutique - You may drop off your timepiece at one of our IWC Boutiques and follow up on the service status online. 

c. Authorized Retailer - Your timepiece may be forwarded to our service center by any Authorized IWC Retailer.

You can ask your Boutique or Authorized Retailer to send your timepiece to Schaffhausen for service. The manufacture in Schaffhausen cannot process service orders sent in directly by the customer.

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 out more about our service procedure here. 

Usually, a complete service takes just a few weeks, including the time spent on shipping. The restoration of vintage timepieces may take up to a couple of months. For more information on the lead-time for a service of a specific model, you may contact our IWC Concierge at 1-800-432-9330 or by email.

Please contact the point of sale where you previously dropped off your timepiece. Alternatively, you may contact the IWC Concierge at 1-800-432-9330 or by email.

Necessary interventions are required in order to return your timepiece to full working order. These works can either be entirely accepted or rejected. Should you wish to reject necessary 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 consult our detailed pricelist here.

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. 

Yes, to have the case or bracelet of your watch polished, we invite you to visit your closest Boutique or Authorized Retailer. 

To report potentially counterfeit goods, we invite you to contact the IWC Concierge at 1-800-432-9330 or by email.

IWC Schaffhausen is committed to creating a sustainable future for business, society and the environment. To discover our Corporate Social Responsibility policy, kindly visit the Sustainability section of our website by clicking here.

Leather is a natural material and subject to a natural aging process, especially if you enjoy wearing your timepiece daily. Preventing the leather from frequent exposure to humidity, cosmetics and alike may avoid your leather strap from wearing out faster than expected. In daily usage, a leather strap should be replaced approximately every 18 months for hygienic reasons.

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 authorized 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. You may contact our Concierge (1-800-432-9330) or by email (link to contact form) for further questions.