If you have registered for the Services on the Platforms and have not provided your product to us in our Boutiques, you may send us your product pursuant to the process outlined below.
You may send us your product by your own means, in a packaging of your choice and with a carrier selected by you.
You may also send us your product using our Service Kit (as defined below), either with the carrier selected by you at your cost and risk, or with our transport partner at our cost using our pre-paid label. To do so, please use the Platforms to inform us of your request for repair and obtain a Service Kit with the address of the IWC Schaffhausen Customer Service Department and a pre-paid label, if applicable. You may contact the IWC Schaffhausen Client Relations Center to assist you with such request.
Once you have received the Service Kit, comprising a product box, an outer box/envelope and pre-printed return label with our address or a pre-paid label as applicable (collectively the “Service Kit”), please:
(1) Include the IWC Schaffhausen product and all its accessories in the unbranded product box, the International Guarantee, as applicable, and all other documents in the outer box/envelope,
(2) Seal the outer box/envelope and affix to it the pre-printed return label or the pre-paid label, as applicable, and
(3) Send back the outer box/envelope to the address of the IWC Schaffhausen Customer Service Department indicated on either label.
For security reasons, the Service Kit boxes will always be unbranded.
If you send us your product by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you are responsible for the shipping expenses for sending the product to IWC Schaffhausen, as well as any insurance expenses, and IWC Schaffhausen will not be held liable in case of loss, damage, theft or any other deterioration of your product during transportation to the IWC Schaffhausen Customer Service Department. Notwithstanding the above, if your product is still under warranty, the shipping expenses will be at our charge.
IWC Schaffhausen cannot be held liable for a product left at an unattended drop box location which is not scanned and shipped to the IWC Schaffhausen Customer Service Department. If a product is lost at a drop box location, which has not been scanned by the courier, you are responsible to coordinate, communicate and dispute the loss directly with the courier.
You must keep a proof of shipment. Only products received by the IWC Schaffhausen Customer Service Department will be eligible for the Services, in accordance with these Conditions of Service.
Upon receiving your product, IWC Schaffhausen will verify that the returned product complies with these Conditions of Service.
Once the Service has been performed by IWC Schaffhausen in accordance with the cost estimate that you validated, IWC Schaffhausen will send you an email (or contact you using your preferred contact means) indicating that the IWC Schaffhausen product has been repaired and inviting you, as applicable, to either come back to the IWC Schaffhausen Boutique to pick up your product and pay for the Service (if you handed over your product to us in one of our Boutiques), or to pay for the Service online and request that IWC Schaffhausen send the repaired product back to the shipping address you indicated on the Platforms (if you have not previously handed your product to us in one of our Boutiques).
Please note that you can only change the shipping address to where the repaired product will be returned via the Client Relations Center before making payment, but not afterwards.
We only accept Service Orders for delivery to the continental United States of America, Alaska, Hawaii or the District of Columbia. Please note that we do not ship to certain addresses, such as military, certain restricted areas (such as hotels) or PO boxes. For further information, please contact the Client Relations Center.