Frequently asked questions (repair/warranty related)
- Can I maintain or repair my watch?
- We can accept both watches purchased from us and watches purchased at other stores for a fee. Please see Watch Repair and Maintenance for details.
*Please note that some watches may not be accepted.
*We cannot repair or maintain products other than watches (bags, jewelry, wallets, etc.). - I purchased it at another store, can it be repaired?
- We can repair both watches purchased from us and watches purchased at other stores for a fee. Please note that we may not be able to accept some items depending on the watch.
- How long will the repair take?
- Please contact us first as the repair period varies depending on the nature of the repair.
*The period may vary depending on the period of storage (GW, year-end and New Year holidays, etc.). Please note. - I would like to know the cost of repairs and maintenance.
- Please see Watch Repair and Maintenance for prices for watch repair, maintenance, and overhaul.
- Are there any discount services or benefits regarding maintenance?
- If you register as a WATCHNIAN member, you will receive a 20% discount on the overhaul and refinishing of some watches, regardless of whether you purchase them from us or not.
- What is a watch overhaul?
- Watch overhaul is maintenance to ensure the performance of a watch and extend its life. Specifically, this refers to the work of disassembling a watch, inspecting and cleaning each part, repairing or replacing it as necessary, and reassembling it. There are cases where the machine breaks down due to lack of oil inside the machine, battery leakage, moisture intrusion, etc., so we recommend overhauling every 3 to 5 years, especially for high-end mechanical watches and Antique watches. .
*In addition to overhauling, you can also perform exterior polishing (finishing) to restore the shine to New. - What will happen if I don't overhaul it?
- Lack of lubricating oil causes parts to wear out, reducing the accuracy of the clock, and in severe cases, causing the clock to stop working.The rubber gasket that prevents water from getting in may deteriorate, reducing waterproofness, causing water to get inside the machine and cause it to malfunction. There are cases etc. In order to use your watch for a long time, we recommend regular overhauls.
- Please tell me how long the overhaul will take.
- There are differences depending on the model and brand, but as a rough guide, it will take one and a half to two months. Some products may take more than half a year depending on the brand or special model. If you are considering this, please contact us so that our staff will be able to guide you.
- Can I change the bracelet (strap) on my watch?
- If the same model has multiple specifications, or if the belt attachment width (Lug width) is the same, it is possible to exchange for a different bracelet (belt).
*As an exception, some models may have different Lug width depending on the leather belt version and the bracelet version, even though they are the same model. - Can I adjust the size of the watch bracelet (belt)?
- WATCHNIAN offers free bracelet size adjustments for customers who purchase a watch. Please measure the circumference of your wrist where the watch will be worn using a tape measure, and let us know this length when ordering. (If you remove the top, we will also send the removed top together.) For more information, please see Adjusting the Watch Bracelet/Band Size.
*If adjustments are made at a store other than the manufacturer, we may not be able to accept the adjustment. - What should I do if it breaks down?
- If the product you purchased from our store is damaged, please call us first and let us know the situation. We will check the situation and provide guidance on repairs from our staff.
- Is it malfunctioning? If you think so
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- ・Clock doesn't work
- Is the crown left pulled out? Or is the mainspring not wound enough? Please fully wind the mainspring for both Automatic winding and manual winding before use. In the case of quartz, there is a high possibility that the battery is dead.
- ・The timing when the date changes is strange
- The switching timing varies depending on the internal machine, with some models switching around midnight and others gradually completing the switching from around 11:30 pm to around 3 am. If the time changes around 12:00 noon, the time may be set about 12 hours apart. Please manually advance the time by 12 hours and reset the correct time.
- ・Date is incorrect
- Except for models with some special mechanisms, the next day after the end of February, April, June, September and November, you will need to manually adjust the calendar.
- ・Dial becomes cloudy
- Clouding may have occurred due to sudden temperature changes indoors and outdoors. In this case, it is a temporary phenomenon that will be resolved quickly, but if the cloudiness does not disappear for a long time, repair will be required. If you suspect that water has gotten inside the watch, please request repair immediately.
- ・Wet in water
- Even if it is waterproof, sweat and moisture can cause rust, dirt, and malfunction. If it gets wet, wipe it off with a dry cloth and place it in a well-ventilated place out of direct sunlight.
- ・When I shake the watch, it makes strange noises
- In the case of automatic winding, there is a rotation noise when the rotor of the internal machine rotates and winds the mainspring. Some movements make a loud noise, but this is not a malfunction. If the oil inside the machine runs out, it will not rotate smoothly and abnormal noise may become louder, so maintenance is required. If there is an irregular noise, the parts may be damaged, so early inspection is recommended.
- Is my watch affected by magnetism?
- During daily use, magnetic products may cause the clock to stop or lag. This is called "magnetic charge". If it becomes magnetized, it is possible to remove the magnetism using special equipment, but this is only a simple emergency measure, and depending on the part of the part that is magnetized, overhaul or parts replacement may be required. You will need. Please be careful not to place your watch near magnetic products on a daily basis.
- Can you repair Antique clocks?
- Antique clocks are not eligible for any repairs, finishes, or battery replacements and cannot be accepted.
- Can surface scratches be removed?
- If the scratches are minor, the surface can be polished to a clean condition using a paid polishing process. However, in the case of deep scratches, it may not be possible to completely remove them, so please contact us for more information.
- Can you maintain or repair the bag?
- We do not undertake repair or maintenance of bags. Even if the product was purchased from a store other than the brand's directly managed store, repair and maintenance services may be available in some cases, so please contact the brand directly.
- Can you maintain or repair jewelry?
- We do not undertake repair or maintenance of jewelry. Even if the product was purchased from a store other than the brand's directly managed store, repair and maintenance services may be available in some cases, so please contact the brand directly.
- I would like to resize my ring.
- We do not accept ring resizing.
- Do you offer jewelry polishing or polishing services?
- We do not perform polishing, polishing, or cleaning of jewelry.
- Is there a warranty for the watch?
- For more information on watch warranties, please see Watch Warranty. If you register as a WATCHNIAN member, the warranty period will be extended.
- Is there a warranty for the bag?
- There is no guarantee for the bag. If the product is damaged, please contact the brand directly as there may be cases where you can receive repair and maintenance services even if the product was purchased from a store other than the brand's directly managed store.
- Is there a warranty for the jewelry?
- There is no warranty on jewelry.