Service and repairs

Due to the office move, there is a potential delay to your service and / or repair. If this is the case, you will be advised prior

How can I arrange a service or repair?
    1. 1Use the service/repair form shown below.
    2. 2Follow the steps provided after downloading the form, supplying:

        3. Order Number: Use the 6-digit order number from your invoice. If you only have the web order number, you can complete the form via the 'Lite version' here.

        Postcode or Email: It's advisable to use your email address.

    3. 3If you have any trouble, contact our Customer Service team for assistance.
Need to talk to an advisor?
What is the process of sending a watch back?
    1. 1Fill in the return form.
    2. 2Watch arrives at CW HQ for inspection.
    3. 3Outcome of inspection and quote shared within 3-5 days of receipt.
    4. 4Payment required for quote if not under warranty.
    5. 5Repair undertaken.
    6. 6Time check & quality control.
    7. 7Watch sent back to you.
How long does the repair process take?

    We aim to repair your watch within eight weeks from quote payment (four weeks for battery replacement). If repairs need to be done in Switzerland, it could take up to 12 weeks but you will be informed prior to this.

Why do I need to get my watch serviced?

    Over time, lubricants in the watch can lose viscosity, causing erratic timing or stopping. We recommend servicing your watch every three to four years. Please note, by not doing this, it will not void your warranty.

How much does a service cost?

    We are unable to provide the full cost of repair or service until we have received and thoroughly inspected your watch. Our skilled Technicians will carefully examine the watch, and only then can we confirm the final price.

What is included in the service?
    1. 1Disassembling the watch.
    2. 2Inspecting for damaged or faulty parts.
    3. 3Cleaning all components to remove dirt and old lubricants.
    4. 4Reassembling the movement and applying new lubricants.
    5. 5Replacing all gaskets.
    6. 6Demagnetising and regulating the watch if necessary.
What does ‘regulation’ mean?

    Our tolerance is +/- 20 seconds per day for most mechanical watches (-4/+6 seconds per day for COSC-certified watches). If your watch isn't within these tolerances, we adjust it for improved accuracy.

Can I take my watch to a third party for a repair?

    We request all repairs be done at our CW headquarters to avoid invalidating your warranty. This includes battery replacements. Note that we do not sell or provide parts.

What is included in a battery replacement?

    We change the battery, check all functions, perform a pressure test, reset the chronograph if needed, and perform a time check.

Can I change a part on my watch to one from another model?

    Models are sold as advertised, and we cannot change specifications to those of other models, this includes new logos.

Can I get my old parts back after repair?

    Unfortunately, we do not provide old parts after repair.

Do you water pressure test my watch when back for repair/service?

    All watches are pressure tested before being sent back. If your watch fails the pressure test, we will inform you personally.