customer
information

faqs ●

WATCH REPAIR AND SERVICING FREQUENTLY ASKED QUESTIONS

Below is a comprehensive list of watch repair and servicing questions that we get asked about most often.

If however you can’t find what you need, please feel free to get in touch and a member of our experienced customer services team will be happy to help.

contact swissmade

Repair Questions

Create an account, then submit a ‘new repair request’ in my services/repairs. We will then send you prepaid packaging so you can post your watch back to us securely through your local Post Office.

You will be sent an email within a couple of days of us receiving your watch with our assessment of work to be carried out. You can also track the progress of your service/repair any time by logging into your account.

Once your watch has been assessed by one of our watch technicians and the required work to be carried out is established, we shall email you a detailed estimate for the repair of your watch.

When you have agreed to the estimate and paid for your watch’s repair through your account.

You will receive email notifications as your watch moves through our service centre and is despatched. You can also track the progress of your repair any time throughout the process, simply log into your account.

Upon receiving payment or warranty claims approved you will receive an email providing you with an estimated completion date. Generally service/repairs take 4 to 6 weeks to complete. However, occasionally it will be necessary to source parts from the manufacturer which would delay the process. In this event you will be advised by email.
We hold spare parts for the vast majority of standard repair processes at our service centre. However, occasionally it will be necessary to source the parts from one of our manufacturers which may delay the process. In this event you will be advised by email.

Once your watch has been serviced/repaired it will be returned to you by special delivery post.
We shall send you an email on the day of dispatch with the courier’s parcel tracking number and contact details.

Yes of course, you can find us at:

SWISSMADE WATCH SERVICE CENTRE
Unit 21-22 Arundel House
43 Kirby Street
London
EC1N 8TE

We are open from 9am until 4pm for repairs.

Payment Questions

We accept all major Credit/Debit cards with the exception of American Express.

You can log into your account and pay online for your repair by credit or debit card. Repairs will not be undertaken prior to your payment.

If you would prefer to pay over the telephone please contact our repair centre on +44 (0)1428 664704.

We accept cheques made payable to SWICO Limited, however this will delay your speed of service. Please note that a payment made online with a credit/debit card will speed up the process.

note

No repair is undertaken without the payment clearing first.

No, we store no financal information on our servers.

Tel: 01428 656822
Email: accounts@swico.co.uk

Repair Change / Cancellation Questions

Providing the repair is at estimate stage, of course.

Of course. Simply sign in to your account to update your personal details.

Warranty & Guarantee Questions

An International Guarantee applies only to watches purchased at an approved dealer and where the GUARANTEE CARD has been filled in completely and correctly by the dealer. It is valid for the stated period on the guarantee card from the date of purchase.

Yes, providing the watch has been purchased at an approved dealer.

Accidental damaged is not covered by any guarantee card.

Cases, Bracelets & Straps

Watch straps are not covered by our International Guarantee because, as with all leather goods, their durability depends entirely on the life style of the individual owner.

Stock permitting, we endeavour to source and supply cases and bracelets for all of our models.
NB. In the case of bracelets this only applies to models originally fitted with a metal bracelet.

Depending on the condition of your watch, we may be able to refurbish steel, steel and gold or solid gold models. Gold plated watches are not suitable for refurbishment. However, stock permitting, we may be able to source and supply new cases and bracelets for current and certain older models.

Stock permitting, we should be able to source and supply new straps for old.
Please contact our strap department by email or phone with your request. Any time between 9am and 4pm weekdays.
Tel: +44(0)1428 656822 / +44 (0)1428 664706 / +44 (0)1428 664704
Email: straps@swico.co.uk