FAQs

Our mission is to make the repair of your watch as easy as possible. All we require is you fill in a simple shipping form and after that we will post you a free & insured repair pack. This will have a pre-paid returns label, so all you will need to do is follow the instructions, package your watch securely and post it back to us.

Our watchmaker will take this information and run a thorough diagnostic to give you an accurate quote.

You can find our general estimates on our Pricing page on our website. However, these are purely estimates and although we endeavour to stay close to these (and often do) due to the intricacies of luxury watches it is imperative we go under the hood (so to speak) before providing you with a final quote.

We do not simply issue you advice how to send and insure your watch to us. We are proud to have established robust partnerships with our shippers and insurers to make the process of securely posting your watch very easy.

Once you have signed-up to our shipping form you will receive a secure box with a pre-paid returns label. All we ask is three things a) don’t forget to include your watch repair questionnaire in the box and b) using both self-adhesive strips to secure the watch and c) send us a photo of the watch in the packaging prior to shipping it back to us and then emailing us the picture to [email protected]

We will keep you informed with tracking information throughout, including once the watch has arrived at our repair centre.

We will provide both a) protective filler in your box to secure your watch from moving around and b) self-adhesive strips to secure your box shut. However, if desired, you can add both extra filler (paper/bubble wrap) and also add external tape to the outside of the box. This is purely to increase your confidence and is not a requirement.

Simply put – yes. Our insurance covers watches shipped to us (please ensure you email us the photo of your watch in the shipping box) and whilst in our possession up to the value of $25,000. The value of insurance will correspond to the value of the brand and model submitted by you when filling in our shipping form.

Also, please ensure you keep the receipt from the Post Office or UPS/Fedex depot upon posting the box back to us.

For any further information, please feel free to get in touch.

Not a straight-forward answer as this will depend on the watch brand and model, the repairs needed, and the parts required. Simple fixes can take no more than a week, whereas more complicated repairs with rarer models could take upwards of 6 weeks. However, we will ensure you are kept constantly updated about the status and ETA of the final repair. Our estimation of delivery time will be provided within our diagnostic, so you will have all information at hand prior to proceeding with the repair.

You have the right to refuse our quoted assessment.

If you do not want to proceed with the estimate, you will be responsible for the cost of the shipping and insurance back to your original shipping address. You must inform us in writing to [email protected] with your original reference number and we will organise the return of the watch to you on receipt of $29. Please note, we will only ever post the watch to the original shipping address. We must issue this small return charge to protect us when receiving many hundreds of broken watches and cover our repair centres time and the postage and packaging both ways.

However, please note that our centre currently has a 98% success rate for our repairs, with the 2% relating to us being unable to locate extremely rare parts for vintage timepieces.

Our founding team have been in the watchmaking business for over 30 years and our repair team have a combined experience of over 50 years working across luxury brands such as Rolex, Breitling, Omega, Hublot and Tag Heuer.

Dependent on the type of repair, we will use genuine parts or OEM parts. As an example, for battery replacements we would only use OEM Swiss made batteries. We will also strive to always use genuine parts for luxury brands such as Omega and Rolex. Please note, however, this will ultimately be based on the discretion of the watchmaker about the best way forward for the service/repair, the accessibility of required parts and the final cost to the customer. If you do have any specific questions about the parts we use, please feel free to get in touch by emailing [email protected] and quoting the reference number found in your estimate.

On rare occasions, like all watch repair centres, we may need to send the watch to the original brand manufacturer as they, and only they, will have the necessary parts. If this is required, we will inform you of the estimate and then ask for your approval to send the watch to the brand. We will look after the shipping and repair process on your behalf. Please note, following written approval, if the watch owner subsequently declines to proceed with the repair work once it has landed at the brand manufacturer, it is the owner’s responsibility to pay for shipping back to our repair centre and back to their home address.

You can find more information about our guarantee within our Terms and Conditions. Luxury Time Repairs provide a 12 month guarantee against all our watch repairs we carry out.

Simply email us at [email protected] with a copy of your purchase receipt, any relevant photos/videos related to the issue at hand and details of the fault with the repair. In conjunction with our Terms and Conditions, we will then send you instructions about how your watch will be sent to us.

Upon approval of your watch estimate our system will automatically send you our invoice for payment. We accept all major credit cards.

Our customer liaison team will inform you when the servicing has been completed and will organise your watch to be sent back in secure packaging. We will provide you with tracking information.