FAQ

With e-customer service you can now send your watch directly to IWC’s workshops, access the estimate, track the status of your service order online and pay by credit card. 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.

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 transmission to our workshop.

If you have already registered your free IWC account, you may log in and follow the guidelines found in the e-customer service section. From within your account you can forward your service request to our workshop. If you have no IWC account yet, you may register your free IWC account here. 

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 hand in your timepiece to one of our boutiques and follow up on the service status online

c. AUTHORIZED RETAILER - Your timepiece may be forwarded to our service centre by any authorized IWC retailer

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.

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 for more information. You can find your concierge number by selecting your country on the bottom of this page.

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.

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.

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.

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 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.

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. 

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. 

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 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. 

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.

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. 

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 

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.

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.

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. 

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.

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. 

You can find our warranty policy here.