customer
information

about
swissmade ●

OUR COMPANY

Based in Hatton Garden in the heart of London’s jewellery quarter, Swissmade specialise in the repair and maintenance of quality Swiss-made watches.

Swissmade are the Official UK Service Centre for Baume & Mercier, an Authorised repairer for Cartier, TAG, Ebel and Level 3 Service Centres for Omega and Longines. Our expertise enables us to service and refurbish these and other famous Swiss watch brands. All watch repairs are carried out with manufacturer supplied original parts and some obsolete parts are even hand crafted at our premises - so potentially no watch is beyond repair. The appearance of a watch is always a major consideration for our customers and where necessary cases and watch dials are sympathetically restored and polished.

Since becoming part of the SWICO Group in 2015, Swissmade has been extended and a complete refurbishment of its workshops has taken place, together with a system’s update; streamlining services through an automated technology platform. Customers can book and view the status of their watch repairs online themselves and a dedicated customer service team are available to advise and talk customers through the processes involved in the restoration, repair or maintenance of their time pieces.

WHY CHOOSE US?

Our team and specialist Swiss trained watchmakers are equipped and trained directly by the watch manufacturers to look after your watch through its whole lifetime to the highest standard. The experienced Customer Care team oversee the watch’s journey from arrival at our centre to its safe return, customers receive progress updates online and by email. Dedicated to providing a fast, first class service, we have created a convenient online portal to access our Service Centre from anywhere in the UK using our FREE secure postal service.

WHAT WE DO

Watch Batteries & Reseal.
Movement Repairs & Servicing.
Refurbishment - Valeting & Polishing.
Dial Restoration.
Case Repairs.
Glass Replacement.
Straps & Bracelets - Adjustments, Repairs or Replacements.
Pressure testing and resealing.
Ultrasonic Cleaning.
Maintenance Service and Care.

MANUFACTURERS WARRANTY CLAIM AGENT swissmade are the Official UK Service Centre for Baume & Mercier, authorised by the manufacturer to repair any defects under the manufacturers warranty. Your watch manufacturer provides a 2 year manufactures warranty from date of purchase. The limited warranty is valid providing it was purchased from an authorised dealer, as evidence by a valid warranty card or proof of purchase. Manufacturers warranty doesn’t cover accidental damage or becomes void in the event that any person not duly authorised by the manufacturer attempts to repair the claimed defect.

FREE NO OBLIGATION ESTIMATES We provide free, no obligation, estimates for all repair and maintenance queries for out-of-warranty watches using our free postal service. Once we receive your watch, we will prepare an accurate estimate for your approval. If you would like to proceed you can make a payment online or you will have the option to reject the estimate and your watch will be returned at no cost to you.

WORKSHOP & EQUIPMENT Operating from our purpose-built secure service centre in Surrey, our workshop uses only the latest tools and manufacturer approved equipment to ensure the highest quality of work is carried out. This is vital to ensure your watch is cared for correctly. We have a range of machinery including; Timing Machines; Cleaning Machines; Ultrasonic Cleaners; Demagnetisers; Analysers; Pressure Testing Machines; Case-back opening tools; Polishing Machine; Watch-winder; all in accordance to the watch brands’ procedures and regulations.

GENUINE MANUFACTERES PARTS USED We only ever use the manufacturers’ genuine and approved spare parts with the specialist tools and equipment. We order our parts direct from the manufacturer and carry an extensive range.

FREE BUFFING AND CLEANING All watches we receive are Ultra Sonic Cleaned before being returned. The watch is separated out into its component parts, cleaned and re-assembled according to brand techniques. Ultrasonic cleaning works by vibrating a pool of water with an object in it. The vibrations create tiny bubbles that attach themselves to small particulates of dirt and debris and pull them off.

QUALITY CONTROL After each watch is cleaned it passes through Quality Control. We check not only the aesthetics and that your instructions have been completed but also verify the technical characteristics of your watch by testing the timekeeping, water resistance and power reserve. If these are within the manufacturer’s tolerance parameters then the watch is passed, if not the watch is returned to the watchmaker for further fine tuning. Quality control can take between 1 and 5 days depending on the requirements and type of watch being tested.

QUICK TURNAROUND We endeavour to return your watch to you as quickly as possible. Following an inspection of your watch and job approval we will send you an approximate completion date. We estimate a full service to be returned within 20 working days, for minor work including battery replacements & reseals or strap replacements within 5 working days. All timescales are subject to availability of parts. We reserve the right to re-estimate if we find more work is required.

SERVICE GUARANTEE PROMISE Our watch movement services are returned to you with a 12-month SWICO guarantee.

TESTIMONIALS Please see our independent reviews on our testimonial page.