Warranty and repairs
Time can sometimes take its toll on your watch. Don't worry, our watchmaking workshop offers fast and high-quality servicing and repairs. Whether you purchased your watch in our store or on our website, the repair process is the same.
If you are in Paris, we invite you to bring your watch directly to our boutique at 53 rue Saint André des Arts, 75006 or 17 rue Sainte-Croix de la Bretonnerie, 75004. After inspecting your watch, we can send you a quote before any repairs are carried out. Payment will then be made directly in the boutique once the watch is ready. If you are unable to visit the boutique, you will need to send us your watch by mail. at the same address.
Please note that the warranty does not cover:
• The natural wear and tear of your
• Defects or damage caused by water for models with a water resistance of 5ATM or less. For a watch with a water resistance of 10 ATM or higher, the repair will not be covered by the warranty if it turns out that the crown was not properly engaged.
• Defects or damage caused by impacts or abrasion. A broken glass or a scratch are damages that can only occur as a result of impacts.
• Defects or damage due to normal wear and tear and aging of the watch such as cosmetic alterations to the plating. Remember to avoid any contact with chemicals like beauty creams or perfumes.
• The magnetization of the mechanism resulting in an erratic running of the watch.
• The torn-off crowns, even unintentionally. Our watches are delicate objects, we urge you to take the utmost care of them.
• The batteries which can have a lifespan of 18 to 36 months depending on the model and how you use it.
• The watch has been 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 a customer service form to complete.
2. Prepare to send your watch
- Before sending us your watch, feel free to take clear photos for your personal records.
- Carefully pack your watch so that it is not damaged during delivery.
- Place the completed customer 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 due to improper handling, a quote will be sent to you.
- Otherwise, our watchmakers will carry out the repairs within an approximate timeframe of 3 weeks.
4. Delivery and Returns
- Once your watch has been repaired, you will receive a confirmation email 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.
- IF THE WATCH HAS BEEN LEFT IN THE STORE, PAYMENT WILL BE MADE DIRECTLY ON SITE.
In the event of a return request, reshipping fees may apply: 10 € for France, 15 € for Europe and 25 € for the rest of the world.
Out of warranty
1. Prepare to ship your watch
- Before sending us your watch, feel free to take clear photos for your personal records.
- Carefully pack your watch so that it is not damaged during delivery.
- Print and complete the customer service form and include it with your shipment.
Shipping costs are the responsibility of the customer. We advise you to choose a delivery method that requires a signature and, if necessary, to purchase insurance. In the event of a lost package, Charlie Paris cannot be held liable.
2. Inspection and quotation
- Upon receipt of your watch at our workshop, our watchmakers will prepare a quote for the necessary repairs, which will be sent to you by email.
- Following your approval, the repairs will be carried out by our watchmakers within an approximate timeframe of 3 weeks.
3. Payment and return delivery
- Once your watch has been repaired, you will receive a confirmation email with a payment link.
- Once payment has been received, your watch will be shipped to the address provided on the customer 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 is sent before repair, for agreement.
You can accept or decline the quote.
Note: In case of refusal, Charlie Paris reserves the right to charge. 10€ processing fees.
If the watch has been left in the store, payment will be made directly on site.
In the event of a return request, reshipping fees may apply: 10 € for France, 15 € for Europe and 25 € for the rest of the world.
If the watch was sent by post, we will send you an email with a link to pay online. the repair.
Duration of a repair
The time it takes to service a watch varies depending on the type of repair needed. On average, it will take three weeks for your watch to be repaired.
Our watchmaking workshop is located directly above our shop, so even the quickest repairs can take a few dozen minutes for those who can drop off their watch and wait while we work on it. This might be the case for a battery replacement, a broken crown, or a watch resizing.
If the watch is sent to us by mail and the repair is more extensive, please allow 2 to 4 weeks. This timeframe is necessary for us to receive the watch, diagnose the problem, carry out the repair, ensure it has been completed correctly, and then return it to you. This may be the case if your watch is running slow or has stopped.
If you are in a hurry, please 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. After this period, if we have not heard from you, the company reserves the right to recycle your watch without compensation.