To file a warranty claim please go to the link at the bottom and complete the form which will enable us to get the repair process underway. Once the form is complete a return's authorisation number will be sent to you in the format of RAN#1234 within 48 hours, this enables the watch to be traced through the repair process and to linked to its owner. The returns number prevents our service center staff forwarding it to us here in Zürich which can happen with items that arrive without a returns number, this can cause a lengthy delay as well as potential customs charges if it is to be returned to an EU address after repair or service. The address for the return to go to will be advised once the ticket is filed but the RAN number will appear in the address as in the example below, this means it will be booked in and linked to that reference number within a few days of arrival.
Timepiece Service Centre
The Old Brewery
The warranty claim form helps to streamline the service process for all parties by ensuring both Timepiece Service Center and ourselves have full details of the watch and also whether it is a warranty or non warranty item. After you have completed the form, we will be able to deal with your inquiry and determine the best course of action to get the watch repaired, serviced or exchanged.
Please Note: If the watch is under guarantee, it should be accompanied by the guarantee card and proof of purchase. If the watch was registered online with MWC following purchase, just the proof of purchase will suffice.
You can also upload scanned copies of the guarantee and proof of purchase with the form and our service centre or ourselves will email to confirm receipt, which avoids the need to send the originals. It may also be a good idea if there is any uncertainly to take an image of the back and front of the watch and upload using the upload links at the bottom of the service ticket so that we can be 100% certain which model the watch is.
IMPORTANT: If you have purchased an additional strap or changed the strap on the watch for a strap bought elsewhere DO NOT return the item not related to the original purchase because if the watch is exchanged (as opposed to repaired) it is very possible the strap will not be returned with the replacement watch especially if its not an MWC item.
To file a warranty request, please follow this link https://support.timepieceservices.net/support/tickets/new
PLEASE NOTE: We charge a flat fee of US$12.50 / €10.50 / £9.50 to cover the return postage cost for shipping an item back to any location worldwide if the purchase was from an MWC dealer. This covers the return of your watch by registered and insured mail, which is fully trackable. This fee is not a repair charge, it is simply to cover the cost of securely returning the item. If the return postage is not paid, watches will either be held pending payment of the postage charges or sent by regular uninsured mail at your own risk. A request for this payment will be sent once arrangements have been made for the repair. If the item is a non warranty item, the cost will be billed at the same time as the actual repair.