FREQUENTLY ASKED QUESTIONS
How do I create an account?
To create a account, please register your details using the form on our website.
Do I need to set up an account to place an order? Can I shop without an account?
You may place an order as a Guest, without an account. However, we recommend creating an account for personalised preferences, to save the creations you desire, and for ease of access for future purchases.
How can I make changes to my account details?
To make changes to your account, first log in to your account. There you will have the option to modify your account details. Once you have updated your personal data, please ensure that you save your changes.
How do I reset my account's password?
If you have forgotten your password, please click here. We will send you a new password by email. Please check your Spam folder if you do not receive this message.
How do I subscribe/unsubscribe to your emails or newsletter?
To subscribe to our newsletter, please submit your email address through the Webform found at the bottom of our website. To unsubscribe, kindly follow the "unsubscribe" link found at the end of the email messages you have received.
Is my personal information private?
Can I place an order over the phone?
Yes, our ambassadors will be able to process your order over the phone in most cases. Please contact our Client Relations Centre on our telehone. Our representatives are available from 9 am to 7 pm from Monday to Friday and from 9 am to 5 pm on Saturday.
Are all watches available for purchase online?
Most watches are available for online purchase, except for unique pieces, high luxury and high-complication watches. Should you wish to purchase a watch which is not available online, please contact our Client Relations Center at our telehone.
How can I inquire about the price of a watch if it is not displayed on the website?
Please contact our Client Relations Centre at our telehone or visit your nearest Boutique, which can be found here.
Can I save a product for later?
Due to the limited number of our pieces, we do not offer product reservations.
If a product is out of stock is there a way I can be notified when it becomes available?
To be notified if a sold-out item becomes available again, click on "Back in stock notification" on the item's page and then enter your email address. You will receive a notification once the item is back in stock.
Can I change or cancel my order once it has been placed?
Please direct any inquiries to the Client Relations Center at our telehone in order to know if your order can be changed or cancelled.
Is shopping online with secure?
Yes, all data and payment information submitted through our e-Boutique is safely secured by SSL encryption (https).We do not retain your payment information, including credit card numbers or PayPal account details.
Which payment methods are available?
Paypal and credit cards (Visa, MasterCard, American Express, CUP) may be used for all purchases. Orders valued at €2000/£2000 or higher may be paid via bank transfer (not available in the Netherlands).
Can I select the currency I pay in?
No, payments are made in the currency of the delivery country.
Is it possible to charge a single order to multiple cards?
No, orders must be paid in full via a single payment method.
When will I be charged for my order?
Your credit card is charged once your order is shipped; however, your account may show a pre-authorization hold of the payment immediately.
Bank Transfer: You will be charged as soon as you have made the transfer.
May I change the payment method after placing my order?
No, once an order is placed, it is not possible to change the payment method.
How much taxes and duties will I have to pay?
Product prices displayed on our website include applicable VAT based on the shipping country. To ensure that the most accurate pricing and taxes are displayed, please select the country of delivery from our website country selector. Parcels shipped within the European Union are not subject to duty fees.
From which countries do you accept payment?
We accept payment from 73 countries listed below:
Bosnia and Herzegovina
United Arab Emirates
US Virgin Islands
I am visiting from outside the EU. Can I claim VAT back on purchases made online? OR I am visiting Switzerland, can I claim VAT back on purchases made online?
VAT refund is offered for orders which meet certain conditions.
For online and phone orders, detax can be requested via our client relations center. In case of Boutique pick-up, detax can be requested in the Boutique at the time of order collection.
Please contact the Client Relations Center at our telehone for more information.
What shipping methods are available?
offers five methods of delivery in the United States:
- Standard Delivery: 4-5 business days*
- Urgent Delivery: 2-3 business days*
- Expedite Delivery: 1-2 business days*
- Boutique Pick-Up Delivery: 1-2 business days
Please note, delivery times are estimates.
* no delivery on saturday and sunday.
Which countries do you ship to?
is currently shipping to the US country.
Can I have my order delivered to a collection point or PO Box address?
We do not ship to certain addresses, such as military, certain restricted areas, pick-up points or PO boxes.
May I pick up my order at one of your boutiques?
Boutique pick-up is offered only in certain locations:
Boutique Beverly Hills - Beverly Hills CA
Boutique Costa Mesa - Costa Mesa
Boutique Miami Design District - Miami FL
Boutique Beverly Hills - Beverly Hills CA
Boutique Dallas - Dallas TX
Boutique Las Vegas Forum - Las Vegas NV
Boutique New York - New York NY
You have 20 days to collect your order in the selected boutique otherwise the order will be cancelled.
Can I track/follow the status of my order?
Once your order is shipped, you will automatically receive a tracking number via email.
Will I be charged by customs?
No, orders delivered within the United States will not be charged by customs.
Do you offer same-day delivery service?
No, same-day delivery is not offered at this time. Please refer to our Condition of Sales for more information on delivery options.
Can I send my order as a gift?
Yes, all our orders are shipped beautifully wrapped, and may include a gift message of your choosing.
Is my package insured and do I need to sign for my order?
Yes, your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.
All orders above 10'000 USD and some orders below this value will require an ID check from the recipient specified on the shipping label. For more information, please contact our Client Relations Center at our telehone.
How can I exchange my order?
Free exchanges are available for all orders within 14 days of receipt. For more information, please contact the Client Relations Center at our telehone. Our ambassador will proceed with the exchange request and organise the return of the original piece. All exchanges are subject to a quality control once received in our warehouse. The new product will be shipped if the quality control is successful.
How can I return my order?
Free returns are available for all orders within 30 days of receipt. For more information, please contact the Client Relations Center at our telehone. Our ambassador will organise the return of the piece . All returns are subject to a quality control once received in our warehouse. Refund will take place only if the quality control is successful.
Can I return or exchange my order in store?
Yes, only orders that were shipped using Boutique Pick-Up delivery can be returned in stores.
You will only be entitled to receive boutique merchandise credit*. No cash or card refunds will be issued.
*Boutique merchandise credits can be used in all boutiques in the delivery country only.
Do I pay the return shipping costs?
No, return shipping is offered free of charge.
How long will it take to process my refund?
All refunds will be processed within 14 days after receipt of the returned item by the e-boutique distribution center.
Can I track the status of my return order?
Once your package has been collected, you may track your return via the tracking number provided by the Carrier. In order to do this, you must insert the return tracking number in the Carrier website. We advise you to keep your receipt until the return confirmation is received by email.
For high value orders, specific transportation may need to be organised. In this case, please contact our Client Relations Center at our telehone for more information on the tracking of your return.
May I exchange or return an item that was given to me as a gift?
Yes, if you have received an item as a gift and wish to return or exchange it, please contact the Client Relations Center at our telehone.
Do you offer gift wrapping?
Yes, all orders are shipped beautifully wrapped.
May I include a personal gift message with my purchase?
Yes, you may include a personalised gift message in your order.
Can I purchase a gift voucher?
No, our e-Boutique does not offer gift vouchers at this time.
Can I have the strap changed on a watch I would like to order?
No, our e-Boutique is not offering strap exchange at this time.
Can the bracelet be adjusted on a watch I would like to order?
No, our e-Boutique is not offering strap adjustment at this time.
Where can I purchase your watches?
watches are available for purchase via our website or at our telehone, as well as in our Boutique locations which can be found here.
How can I contact ?
Our e-Boutique concierge service is available by telephone our telehone, email our email, and chat.
How can I find the price of a watch?
The price of most creations is displayed on our website, except for unique pieces, high luxury and high-complication watches. Please contact the e-Boutique at our telehone for further details.
Are all watches warranted?
Yes, watches carry a two-year warranty from the date of purchase.
What are the warranty conditions?
Your is guaranteed against all manufacturing defects for a period of 24 months starting from the date of purchase, provided that the warranty card is signed by an authorized dealer.
This warranty does not cover wear and tear, or damage caused by inappropriate handling. All repairs or servicing work carried out by third parties not authorized by would automatically invalidate your warranty.
Register your timepiece, join Pam.Guard and extend your International Limited Warranty for up to 8 years.
The Pam.Guard extended international limited warranty is available for all watches purchased within the past two years. Some retrictions apply.
For further details please consult the Int. Ltd. Warranty section.
Do you offer a certificate of authenticity? How can I receive it?
Yes, all creations come with a unique, non-reproducible Certificate of Authenticity. Otherwise you can drop off your watch to any authorized dealer and request the certificate. The watch will be then sent to our manufacture in Neuchâtel so that our Customer Service watchmakers can verify and both the internal and external components. It takes 6 to 8 weeks and costs approximately 350 euros for watches produced since 1997.
Can I schedule an appointment in one of your boutiques?
Yes, please contact the Boutique of your choice directly by clicking here or contact our Concierge service at our email or at our telehone to arrange an appointment.
Do you offer repairs service?
Yes, we offer repair and/or restoration services for our creations. A physical inspection of the piece will be completed by our watchmakers, and a repair estimate will be issued for your approval prior to service.
Where can I have your watches serviced/repaired?
To have your creation serviced or repaired, kindly visit your closest authorised retailer or Boutique by clicking here, or drop-off directly at an authorised repair center or contact the concierge service at our telehone or at our email.
How long does it take to have your watches serviced?
As each service request is considered independently, you will be informed of the estimated repair time once your has been physically examined.
As a reference, a complete service usualy takes between 4 and 8 weeks.
Can I track the status of my repair?
To track the status of your repair, kindly contact the Boutique or authorized retailer where you submitted your creation for service. You may also contact our Concierge Service at our telehone with your repair number.
Why should i service my watch?
A simple self-winding mechanical movement has more than a hundred pieces working together 24 hours a day. These components require regular, though not frequent, attention. As with a car engine, certain parts simply need to be cleaned and re-lubricated to ensure they do not wear down, potentially necessitating more serious repair work in the future.
When should i service my watch?
Like any high-precision instrument, a watch need regular servicing to ensure that it keeps functioning perfectly. The service interval can vary depending on the owner’s habits, the climate and the type of use. The water resistance cannot be guaranteed permanently. It may be affected by the ageing of gaskets or by an accidental shock on components ensuring the water resistance. We recommend to have it checked every 2 to 3 years or every year if the watch is used for water activities.
How should I care for my ?
We recommend maintenance every 2-3 years with a complete service every 4-5 years. For further detail, kindly contact the Concierge Service at our telehone.
How much does a service cost?
Our prices are based on the level of complexity of the movement, the amount of time necessary for the watchmaker to do the service and the spare parts involved. Please contact our concierge or your boutique to have the service prices regarding your specific model.
How can i take care of the leather strap ?
Leather is a natural material and susceptible to premature wear when in contact with water, or prolonged exposure to the sun.It is also recommended to take off the watch at night so the leather can breathe. All smooth leather types, can be gently cleaned with a wet cloth. Please note that leather straps are not guaranteed and regular replacement is advised depending on wear.
How can I have my watch strap exchanged or cleaned?
To have your strap or bracelet exchanged or cleaned, kindly visit your closest authorized retailer or Boutique. To purchase a new strap or bracelet, we invite you to contact the e-Boutique at our telehone, at our email or visit your nearest authorised retailer or Boutique.
Why should I have my timepiece serviced?
Your timepiece is a high-precision instrument and the greatest care has been taken in its design and production. Composed of numerous components, oils, and lubricants, it deserves the greatest attention to ensure that it continues to work perfectly for many years to come.
What will happen after I give my timepiece for service?
The watch will be given to the closest Richemont Service Center where our watchmakers will take care of it. After the registration, a detailed diagnosis will be made in order to evaluate the condition of the watch and define which new parts or service it requires. For specific services or products, the interventions can only be made in our manufacture in Switzerland. You can find more information in the service section.
Do you offer a polishing service for watches?
Yes, to have the case or bracelet of your watch polished, we invite you to visit your closest authorized retailer or Boutique.
Can I report counterfeits or stolen watches?
To report potentially counterfeit goods or stolen watches, we invite you to contact our Concierge Service at our telehone or at our email.
What are you doing to protect the environment?
is committed to creating a sustainable future for business, society and the environment. To discover our Corporate Social Responsibility policy, kindly visit the Sustainability section of our website by clicking here.
What is specific about the luminosity of watches?
It is part of the brand's history to provide a high luminosity even under water. Tritium was the first material used in the watches but it is no more authorized. We use now Super LumiNova grade A material for all dials and hands of our watches. The SLN material takes its luminescence from daylight or any artificial source of light. The watch should therefore be exposed to bright light in order to provide a glow in the dark. The luminescence decreases with hours but it is restored as soon as the watch is exposed again.
What is the accuracy tolerance for my watch?
The majority of watches (without a chronometer certificate) have an average precision tolerance ofbetween -5/+10 seconds per day in all positions. However, each caliber has its own specifications which are detailed in the user booklet.
What is the difference between a chronograph and a chronometer?
A chronograph is a watch with hands that display hours, minutes, and seconds together with a mechanism for measuring elapsed time by means of a central chronograph hand, which records seconds, and totalizers for the minutes and hours (not mandatory).
A chronometer is a watch whose movement has obtained an official rate certificate from the COSC (Official Swiss Chronometer Testing Institute) after having passed precision tests in different positions and at different temperatures over a 15-day period.
What is the difference between an automatic and manual movement?
The difference between these two movements is the way in which the watch is wound up to give it energy. Manual-winding watches must be wound by hand at a regular frequence depending on their power reserve (3 to 8 days for watches). Self-winding watches are wound by an internal rotor which responds to wrist movements. Self-winding watches usually have a power reserve of at least 40 hours and therefore have suffiient energy reserves to maintain a stable rate when the watch is not being worn.
How do I adjust time?
The time is set by pulling the crown to the time setting positions. The stem has different positions possible depending on the functions of your watch (chronograph, flyback...). You can find information about its functions or how to make small adjustments in the product manual.