Service and repairs
At our head office in Maidenhead, England, we have a skilled in-house team who repair and service watches. Occasionally, we’ll send particular models to our Swiss atelier for their added expertise, but we’ll always inform you before doing this.
If you need to arrange a service or repair for your Christopher Ward watch, use the form below:
These steps relate to a second link that will appear once you have downloaded your return form. Here you will be asked to supply the following information:
- Order Number. Please use the 6-digit order supplied on the invoice supplied in the box with your order. If you only have the web order number, you can still complete your return form via the ‘Lite version’ – please click here
- Postcode or Email. It is advisable that you use your Email address
If you have any trouble, please reach out to our Customer Service team who will be happy to assist where required
Alternatively, if you would like to talk to an advisor before sending the watch back, please email us at firstname.lastname@example.org
- 1Fill in the return form to the best of your ability
- 2A member of our team will be in touch to confirm a returns pack is on the way
- 3Watch arrives at CW HQ to be inspected
- 4Outcome of inspection and quote shared with you within 3-5 days of receipt
- 5Repair undertaken
- 6Time check & quality control
- 7Sent back to you
We aim to have your watch repaired in six to ten weeks from receipt of your watch (four if it’s just a battery replacement). If your watch needs to go to Switzerland for repairs, it could be 12 weeks –though this is rare.
Once the watch is back with us and inspected, we will be able to confirm whether the repair falls within the warranty or not. Please click here for move details about what is covered under warranty.
All service and repair works come with a one year warranty if outside of the warranty.
Once a watch reaches a certain age, its lubricants can lose their viscosity, and components don’t move as freely as they should. This can cause erratic timing and, in some cases, cause the watch to stop. Sometimes, watches that seem to be broken only need a service to get them running again. We recommend servicing your watch every three to four years.
Firstly, your watch is disassembled. Then a technician will examine to ensure there are no damaged or faulty parts. All of the components are cleaned in our servicing machine to remove any dirt and old lubricants.
The components are then inspected, the movement is reassembled, and new lubricants are applied. All the gaskets are replaced. We’ll demagnetise the watch if needed – and ‘regulate’ (see below) if necessary.
Our tolerance is +/- 20 seconds per day for most mechanical watches (-4/+6 seconds per day for COSC-certified watches). However, in the unlikely case that your watch isn’t within these tolerances, we regulate the timing to improve its accuracy.
To keep your watch running at the desired tolerances, you should keep your watch fully charged/wound.
We request all watches come back to us for repair at our CW headquarters. Taking a watch to a 3rd party will invalidate the remainder of your warranty. This includes 3rd party battery replacements. Please also note we do not sell or provide parts.
We will change the battery. Though this sounds simple, it’s not like replacing a regular AA battery. Aside from this, we’ll also check all of the watch's functions and – if required – reset the chronograph. We’ll also do a time check.
All models are sold as advertised meaning, unfortunately, we are unable to change their specifications to that of other models.
Unfortunately, this is not a service we are able to provide.
All watches are pressure tested before they are sent back out to you. If the watch is found has failed its pressure test, we will personally reach out and let you know.