FAQ
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In light of the current situation surrounding COVID-19, IWC Schaffhausen wants to assure you, our valued customers, that we are taking all necessary steps to follow the World Health Organization and local authorities’ guidelines. The safety of our customers, partners and employees is our utmost priority.
We have taken a wide range of measures in all our premises to proactively manage potential risks and protect the health and safety of our customers, partners, and employees.
At all times, our boutiques are operated according to the safety and health standards as advised by the World Health Organization and local authorities. The full adherence to these standards is guaranteed also in our e-commerce and customer service operations. When delivering orders or collecting returns, all precautionary measures are thoroughly implemented throughout the process. For deliveries carried out by third parties, we are in close contact with our shipping partners to ensure they apply and maintain the appropriate health and hygiene standards in their services.
IWC Schaffhausen is closely monitoring further developments and will adapt measures accordingly if necessary. We can assure you to do our utmost to serve our customers with the highest standards possible through this period, following our 150 years old tradition of excellence. We will continue to produce handcrafted mechanical timepieces that combine precision engineering with extraordinary and timeless design and ethically sourced materials, bringing the finest technology and unparalleled elegance to your wrist.
I am self-isolating due to COVID-19 and therefore cannot come to collect my serviced timepiece. Can a friend or family member collect my watch on my behalf?
In the event that you are self-isolating, please contact your Boutique Client Advisor for advice on how you can arrange the collection of your watch.
Will there be a delay in the service and/or shipment of my timepiece due to COVID-19?
In light of the current situation surrounding the COVID-19 pandemic, IWC Customer Service Centres are taking all necessary measures to follow the World Health Organization and local authorities’ guidelines. Our Boutique staff will keep you informed and notify you of any delays that may occur during the service of your watch.
The Boutique or authorised retailer where I dropped my timepiece for service is currently closed. Who can I contact for information on the status of my service and/ or return of my watch?
Boutique Client Advisors remain contactable. If you are unable to reach your Client Advisor, please 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 and any other enquiries you may have.
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.
When will my local IWC Boutique reopen?
We are closely monitoring the COVID-19 developments and we will keep you informed in due time of the reopening date. The safety of our customers, partners and employees is our utmost priority.
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How do I create an account?
To create an account, please click on the register section in the upper right hand corner of the website and enter your details.
Do I need to set up an account to place an order? Can I shop without an account?
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.
How can I make changes to my account details?
To make changes to your account, first log in to your account. There you will have the option to modify your account details.
How do I reset my password?
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 password reset instructions by email. Please check your Spam folder if you do not receive this message.
How do I subscribe/unsubscribe to your emails or newsletter?
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.
Is my personal information private?
Yes, all data and payment information submitted through our IWC Concierge is safely secured by SSL encryption. For further details regarding data use, kindly refer to our Privacy Policy.
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WHAT IS E-CUSTOMER SERVICE?
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.
WHAT IS A SERVICE KIT?
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.
HOW DO I REGISTER FOR E-CUSTOMER SERVICE?
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.
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HOW DO I SHOP/PLACE AN ORDER ONLINE/VIA PHONE/MOBILE APPLICATION?
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 +1 855 257 5281 .
Are all products available for purchase online?
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 +1 855 257 5281 .
How can I inquire about the price of a product if it is not displayed on the website?
Please contact the IWC Concierge at +1 855 257 5281 or visit your nearest Boutique, which can be found here.
Can I save a product for later?
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 +1 855 257 5281 .
Can I change or cancel my order once it has been placed?
Please direct any inquiries to the IWC Concierge at +1 855 257 5281 in order to know if your order can be changed or cancelled.
Is shopping online with you secure?
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.
Where can i purchase a new strap?
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 +1 855 257 5281 .
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 measure the different strap sizes to determine the correct one?
Please use our strap sizer to determine your correct size.
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Which payment methods are available?
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 +1 855 257 5281 .
Is it possible to charge a single order to multiple cards?
No, orders must be paid in full via a single payment method.
When will I be charged for my order?
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.
May I change the payment method after placing my order?
No, once an order is placed, it is not possible to change the payment method.
How much taxes and duties will I have to pay?
Sales, use or other taxes will vary based on the location to which products are being shipped.
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What shipping methods are available? What are your shipping fees?
We offer three methods of delivery:
- Standard: 5-7 business days*
- Express: 2 business days*
- Urgent: next business day **
Please note, we continue to offer complimentary delivery for Standard Shipping. However, you may experience delays in your shipment.
*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.
Can I have my order delivered to a collection point or PO Box address?
We do not ship to certain addresses, such as military, certain restricted areas, pick-up points or PO boxes.
May I pick up my order at one of your Boutiques?
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.
Can I track the status of my e-commerce order?
Once your web or phone order is shipped, you will automatically receive a tracking number via email.
Do you offer same-day delivery service for online purchases?
No, same day delivery is not offered at this time. Please refer to our conditions of sale or more information on delivery options.
Can I send my order as a gift?
Yes, all our products are shipped beautifully wrapped, and may include a gift message of your choosing.
Is my package insured and do I need to sign for my order?
Yes, your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.
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How can I exchange a product?
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 +1 855 257 5281 . 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 that have been purchased through the E-Commerce Sales Channels may also be returned or exchanged in the following US IWC boutiques:
- IWC Madison Avenue - 535 Madison Avenue, NY 10022
- IWC South Coast Plaza - 3333 Bristol Street, Suite 2881, Costa Mesa, CA 92626
- IWC Rodeo Drive - 329 North Rodeo Drive, Beverly Hills. CA 90210
- IWC Miami Design District - 140 NE39th Street, Suite 125, Miami, FL 33137
Products that have been personalized in any way or otherwise made for you as custom products cannot be exchanged (except where defective).
For further information please refer to our conditions of sale.
How can I return a product?
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 +1 855 257 5281 . 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 that have been purchased through the E-Commerce Sales Channels may also be returned or exchanged in the following US IWC boutiques:
- IWC Madison Avenue - 535 Madison Avenue, NY 10022
- IWC South Coast Plaza - 3333 Bristol Street, Suite 2881, Costa Mesa, CA 92626
- IWC Rodeo Drive - 329 North Rodeo Drive, Beverly Hills. CA 90210
- IWC Miami Design District - 140 NE39th Street, Suite 125, Miami, FL 33137
Products that have been personalized in any way or otherwise made for you as custom products cannot be returned (except where defective).
For further information please refer to our conditions of sale.
For orders placed using Instagram checkout, please initiate your return request directly through Instagram. Please note we are unable to offer exchange for orders placed directly through Instagram. For questions regarding orders placed through Instagram checkout please refer to Instagram’s Terms & Conditions.
What is the address of your Returns Department?
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 +1 855 257 5281 prior to sending your return for a Return Authorization Number.
For further information please refer to our conditions of sale.
Do I pay the return shipping costs?
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 +1 855 257 5281 for further questions.
How long do I have to return the product?
Products may be returned within 30 days of delivery.
During the holiday season benefit from an extended return period until January 31st.
How long will it take to process my refund?
All refunds will be processed within 14 days from the day you book the return should it pass our quality control successfully.
Can I track the status of my return order?
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 +1 855 257 5281 for more information on the tracking of your return.
May I exchange or return a product that was given to me as a gift?
Yes, if you have received a creation as a gift and wish to return or exchange it, please contact the Concierge at +1 855 257 5281 .
For further information please refer to our conditions of sale.
May I return a configured or personalized (product with personal engraving) product?
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.
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DO YOU OFFER GIFT WRAPPING?
Yes, all our creations are shipped beautifully wrapped.
MAY I INCLUDE A PERSONAL GIFT MESSAGE WITH MY PURCHASE?
Yes, you may include a personalized gift message in your order.
IS ENGRAVING AVAILABLE?
Yes, complimentary engraving is offered on select pieces.
For all engraving requests, please contact our IWC Concierge at +1 855 257 5281 for possibilities and estimated lead times.
Can I have my signature engraved on my product?
Please contact the IWC Concierge at +1 855 257 5281 for engraving options.
How much does it cost to have a product engraved?
Engraving services are offered complimentarily by IWC Schaffhausen.
Can I purchase a gift voucher?
No, IWC Schaffhausen does not offer gift vouchers at this time.
Can I have my product engraved once I have received it?
Yes, engraving services are offered within three months of purchase. Please contact the IWC Concierge at +1 855 257 5281 for more information.
Can I have the strap changed on a timepiece I would like to order?
Depending on the model, you have the possibility to change the strap the timepiece originally comes with.
Please contact the IWC Concierge at +1 855 257 5281 for more information.
Can the bracelet be adjusted on a timepiece I would like to order?
For timepieces, metal bracelets and leather straps can be adjusted for you.
Please contact the IWC Concierge at +1 855 257 5281 for more information.
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Where can I purchase your products?
Products are available for purchase via the website or phone at +1 855 257 5281 , as well as in our Boutique locations which can be found here.
How can I contact IWC Schaffhausen?
Our IWC Concierge service is available by telephone (+1 855 257 5281), email, and live chat.
How can I find the price of a product?
The prices of our current collection are displayed on our website. Please contact the IWC Concierge at +1 855 257 5281 for more information.
Are all products warranted?
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:
Can I schedule an appointment in one of your Boutiques?
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 +1 855 257 5281 to arrange an appointment.
How long does it take to have your products serviced?
As each service request is considered independently, you will be informed of the estimated repair or service time once your product has been physically examined.
Can I track the status of my repair?
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 +1 855 257 5281 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.
How can I have my watch strap exchanged or cleaned?
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 +1 855 257 5281, visit your nearest Boutique or Authorized Retailer.
can i change the strap on the watch myself?
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.
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. 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.
Can I send my timepiece directly to the manufacturer?
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.
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 out more about our service procedure here.
What is the lead-time of a service?
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 +1 855 257 5281or by email.
I have questions regarding my cost estimate, where do I find answers?
Please contact the point of sale where you previously dropped off your timepiece. Alternatively, you may contact the IWC Concierge at +1 855 257 5281 or by email.
Why do I find necessary and optional interventions on my service estimate?
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.
What are your service prices?
Please consult our detailed pricelist here.
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Why should I have my timepiece serviced?
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.
DO YOU OFFER A POLISHING SERVICE FOR WATCHES?
Yes, to have the case or bracelet of your watch polished, we invite you to visit your closest Boutique or Authorized Retailer.
Can I report counterfeits?
To report potentially counterfeit goods, we invite you to contact the IWC Concierge at +1 855 257 5281 or by email.
What are you doing to protect the environment?
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.
What is the average life cycle of a leather bracelet?
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.
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 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 (+1 855 257 5281) or by email for further questions.