Warranty and repairs
Time may be playing tricks on your watch. Don't worry, with our watchmaking workshop, we are able to offer servicing and repair services that are both fast and high-quality. Whether you purchased your watch in our boutique or online, the repair process is the same.
If you are in Paris, we invite you to drop off your watch directly in store, at 53 rue Saint André des Arts 75006 or at 17 rue Sainte-Croix de la Bretonnerie 75004. After inspection of your watch, a quote can be sent to you before repair. Payment will then be made directly in store, once the watch is ready. If you do not have the opportunity to visit the store, you will have to send your watch to us by post to the same address.
Please note that the warranty does not cover:
• Natural wear and tear of your bracelet : it can last from several months to several years depending on how you use it.
• Defects or damage caused by water for models with a water resistance of 5ATM or less. For a watch with a water resistance of 10ATM or higher, the repair will not be covered by the warranty if it turns out that the crown was not correctly engaged.
• Defects or damage caused by impact or abrasion. Broken glass or a scratch are damages that can only occur as a result of impact.
• Defects or damage due to normal wear and tear and aging of the watch , such as cosmetic alterations to the plating. Remember to avoid contact with chemicals such as beauty creams or perfumes.
• Magnetization of the mechanism causing the watch to run erratically.
• Crowns torn off , even unintentionally. Our watches are delicate objects, we invite you to take the greatest care of them.
• Batteries that can have a lifespan of 18 to 36 months depending on the models and how you use them.
• The watch handled or repaired by an unauthorized person.
Under warranty
1. Contact us
- You can contact us by email at bonjour@charlie-paris.com, specifying your order number and the problem encountered.
- We will then send you a prepaid return label (in Metropolitan France), as well as an after-sales service form to complete.
2. Prepare to send your watch
- Before sending us your watch, do not hesitate to take clear photos for your personal records.
- Carefully package your watch so that it is not damaged during delivery.
- Place the duly completed after-sales service form in your shipment and affix the prepaid return label to your package.
3. Service within our workshop
- Upon receipt at our workshop, our watchmakers will inspect your watch. If it shows signs of impact or the damage is the result of improper handling, a quote will be sent to you.
- Otherwise, our watchmakers will carry out the repairs within approximately 3 weeks.
4. Delivery and return
- Once your watch is repaired, an email will be sent to you for confirmation with a tracking number.
- Please note that you will find in your package a note from our watchmakers detailing all the repairs that have been carried out.
Out of warranty
1. Prepare to send your watch
- Before sending us your watch, do not hesitate to take clear photos for your personal records.
- Carefully package your watch so that it is not damaged during delivery.
- Print and complete the after-sales service form and attach it to your shipment.
- Shipping is the customer's responsibility. We recommend choosing a signed delivery option and, if necessary, taking out insurance. Charlie Paris cannot be held responsible in the event of a lost package.
2. Inspection and estimate
- Upon receipt of your watch in our workshop, our watchmakers will provide an estimate of the necessary repairs which will be sent to you by email.
- Following your validation, the repairs will be carried out by our watchmakers within approximately 3 weeks.
3. Payment and return delivery
- Once your watch is repaired, you will receive a confirmation email with a payment link.
- Once payment has been made, your watch will be shipped to the address indicated on the after-sales service form. A tracking number will be sent to you by email.
- Please note that you will find in your package a note from our watchmakers detailing all the repairs that have been carried out.
4. price of a repair
If the repair is not covered by the warranty, a quote will be sent before the repair, for approval. For information, you can refer to our price list .
You can accept or decline the quote.
NB: In the event of refusal, Charlie Paris reserves the right to charge a €10 processing fee .
If the watch has been dropped off in store, payment will be made directly on site.
If the watch was sent by post, we will send you an email with a link to pay for the repair online.
Duration of a repair
The time it takes to service a watch varies depending on the type of repair to be carried out. It will take on average three weeks for your watch to be repaired.
As our watchmaking workshop is located just above our store, the quickest interventions can take a few tens of minutes for people who can come and drop them off and wait for the intervention. This may be the case for a battery change, a torn crown or even a bracelet resize.
If the watch is sent to us by post and the intervention is more extensive, it will take between 2 to 4 weeks. We need the time to receive it, diagnose the problem, carry out the repair, ensure that it has been carried out and then send it back to you. This may be the case when your watch is slow or stopped.
If you are in a hurry, do not hesitate to let us know, we will do our best while not confusing speed with haste.
Please note that we keep watches for a maximum of one year. Beyond this period, if we do not hear from you, the company reserves the right to recycle your watch, without compensation.