Warranty and repairs
Time may be playing tricks with your watch. Don't worry, with our watchmaking workshop, we are able to offer overhaul and repair operations that are both fast and high quality. Whether you purchased your watch in our store or on our site, the repair process is identical.
If you are in Paris, we invite you to come and drop off your watch directly in store, at 53 rue Saint André des Arts 75006. 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 need to send us your watch by post to the same address.
Please note that the warranty does not cover:
• The natural wear of your bracelet : it can have a lifespan of several months to several years depending on the use you make of 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 following impacts.
• Defects or damage due to normal wear and aging of the watch such as aesthetic alterations to the plating. Remember to avoid contact with chemicals such as beauty creams or perfumes.
• The 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 which can have a lifespan of 18 to 36 months depending on the models and the use you make of them.
• The watch handled or repaired by an unauthorized person.
UNDER WARRANTY
1. Contact us - You can contact us by email at serviceclient@charlie-paris.com, specifying your order number and the problem encountered.
- We will then send you a prepaid return label, 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 archives.
- Pack your watch carefully so that it is not damaged during delivery.
- Place the duly completed after-sales service form in your shipment and stick the prepaid return label on your package.
3. Service in our workshop - Upon receipt in our workshop, our watchmakers will inspect your watch. If the latter shows signs of impact or the damage comes from poor handling, a quote will then be sent to you.
- Otherwise, our watchmakers will carry out the repairs within approximately 3 weeks.
4. Delivery and returns - Once your watch has been 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.
- Pack your watch carefully so that it is not damaged during delivery.
- Print and complete the after-sales service form and attach it to your shipment.
- Shipments are the responsibility of the customer. We advise you to choose delivery against signature and, if necessary, to take out insurance. In the event of the loss of a package, the Charlie Paris company cannot be held responsible.
2. Inspection and quote
- Upon receipt of your watch in our workshop, our watchmakers will provide a quote for 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 sent to the address mentioned 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.
After-sales service
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.
After-sales service
Price of a repair
If the repair is not covered by the warranty, a quote is sent before repair, for agreement. For information purposes, you can refer to our price list .
You can accept or reject the quote.
NB: In the event of refusal, Charlie Paris reserves the right to charge €10 processing fees .
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.
Need help ?
CONTACT
From Monday to Friday, we do our best to always respond to you within the day.
A general question about an order, repair, delivery or return policy? Check out our FAQ.
We can be reached by telephone at 09.67.41.12.37 from Monday to Friday from 9:30 a.m. to 6:30 p.m.