faq

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. 

The optimal service cycle for your IWC timepiece is exclusive to your watch and unique lifestyle. The necessary interval between services will be determined by your individual wearing habits – such as the frequency of wear, the environment(s) you live in and the intensity of physical activity you engage in.

Your watch is a finely tuned mechanical instrument. The more carefully you handle your watch, the longer it will continue to function flawlessly. We simply recommend that you continue wearing your watch for as long as you please and to only entrust it for a service if you notice a deviation from the regular performance, function or timekeeping. In this case, we will be happy to return your watch to its original performance level as part of servicing. 

The water-resistance of a watch is not a permanent characteristic. Seals and sealing systems in particular are subject to wear and tear and natural ageing. External influences such as cosmetics, salt water, and/or impacts to the case can fundamentally affect the water-resistance. After use in or under water, your watch should be rinsed off with clear fresh water and then dried. The water-resistance should be tested at least once a year.

You may submit your timepiece for service via one of the following channels:

a. Boutique – Customer may drop off their timepiece at one of our IWC Boutiques 

b. Authorised Retailer – Your timepiece can be forwarded to our authorised Service Centres by any authorised IWC Retailer

c. Online service request – You can request a complimentary shipping kit to send your timepiece directly to your local Service Centre via courier

Use our store finder to see a list of our Boutiques and authorised retailers. You may also contact the IWC Concierge for more information. You can find your Concierge phone number by selecting your country on the bottom of this page.

Yes, please contact the Boutique of your choice by directly clicking «request appointment» in both our header and footer.  Alternatively, you may contact the IWC Concierge to arrange an appointment. You can find your Concierge phone number by selecting your country on the bottom of this page.

It is not possible to send your timepiece directly to the Manufacture for servicing. The Manufacture in Schaffhausen cannot process service orders sent in by customers. All timepieces requiring service at the Manufacture must be submitted by regular process via your local IWC Boutique, authorised retailer or our complimentary shipping kit service.

The remote service option is only available within the following countries: Australia, Austria, Belgium, China, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Luxembourg, Netherlands, Portugal, Russia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States of America. 

You will receive a shipping kit after requesting it online or via our IWC Concierge. Scan the QR-Code in the box to access the Shipping Kit Guidline. Pack your watch as described and schedule a collection with the courier or drop your parcel for sending at your local courier drop-off point. Get the guideline here. 

You can request a new shipping label and Service Request form or contact our IWC Congierce. Get the Service Request form here. 

To schedule your collection, please go to https://www.fedex.com/en-us/shipping/schedule-manage-pickups.html.

The shipping and collection costs of your parcel are covered by IWC Schaffhausen. You will receive a free shipping kit and pre-paid shipping label. 

The IWC International Warranty, applies to all IWC Manufactured watches purchased through our authorised network of IWC Boutiques and authorised retailers. This guarantee is valid for 24-months from the date of purchase and covers against defects in manufacturing and materials.  

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.

IWC Schaffhausen grants a 24-month warranty on all work carried out and parts replaced as part of the Complete and Restoration services, and a 12-month warranty for a Simple service.

The IWC Service Guarantee applies to IWC watches serviced by an authorised IWC Boutique, or service centre.

You can use our Service Price Calculator to generate a pre-estimate for service. Have your serial number or model reference handy to retrieve the service and part prices for your timepiece.

The time required for a service is approximately 4 weeks, dependant on the service needed. As each service request is considered independently, a more precise indication of the expected leadtime for the service of your watch will be offered following the diagnosis by our expert watchmakers. Please note that the average service time required for a Vintage timepiece is approximately 8 weeks. Servicing of Vintage timepieces must be done by Heritage specialist watchmakers at our Manufacture in Schaffhausen. Therefore, please consider there is also additional time required for the transfer of the watch to and from Switzerland.

A specialist watchmaker performs a thorough analysis of your timepiece and prepares a cost estimate for the necessary works. If you have already approved the scope of service and the costs in advance, your timepiece will be serviced without delay. You can find a detailed explanation of our service procedure here.

When submitting your timepiece for service you will be presented with a pre-estimate for the expected service cost. If you approve these costs on the spot, your timepiece will be put straight into service following diagnosis. Should the outcome of the diagnosis foresee an amount higher than the pre-estimate value, you will receive a revised cost estimate for consideration. To expedite the service, please approve the cost estimate with your Boutique, authorised retailer or Concierge, without delay. 

To track the status of your repair, kindly contact the Boutique or authorised retailer where you submitted your timepiece for service. You may also 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. 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.