FREQUENTLY ASKED QUESTIONS
How can I request a part for my watch?
Order information, Repair information, Watch information

We don’t sell watch parts other than straps. For purchasing a strap for your watch, please contact us at customersupport@genevatimepieces.com

Where do I send my watch repair to?
Repair information

Please follow all the steps below in sending us your watch that is warranted by GenevaTimepieces.com 

  1. Please send an email to repaircenter@genevatimepieces.com with the order confirmation number we sent you after your purchase.
  2. Please send your watch via insured or registered mail with sufficient insurance to cover the original purchase price and a tracking number to

R&D Luxury SA
Chemin du Pré Fleuri 3
CP 175 - 1228 Plan-les-Ouates
Genève, Switzerland

  • Please make sure your complete name and address including ZIP Code (where you would like the product to be sent back to) appears on the package.
  • Also include this information inside the package along with phone number and email address.
  • Enclose a complete explanation of the nature of the problem so that the correct repairs will be made.
  • Enclose the printed confirmation email inside the package.
  • Pack the watch securely in the original watch box to avoid damage in transit.

IF STILL UNDER WARRANTY:

After we have successfully repaired your watch it will be sent back to you at no additional cost.

IF YOUR ITEM IS NO LONGER UNDER WARRANTY:

If the two year warranty has expired before we receive your watch in our Repair Center, watch repair and shipping costs will be issued to you through email notification.
After we have received your payment the watch will be sent back to the stated address immediately.

Quotes will be provided via e-mail or phone when the repair charges exceed CHF 100.

Which chronograph movement do you use?
Watch information

Our watchmaker builds in the highly reliable Swiss Valjoux 7750 movement and personalizes the rotor by coating it with black PVD.

What does your Worldtime movement consist of?
Watch information

We use an existing high-end movement base, however, the module of the complication is an in-house development which we have improved over the past 4 years.

Are the HD3 models you sell on your website originals?
Watch information

As the owner of the brand since 2015 all of the HD3 models sold on www.genevatimepieces.com are brand original timepieces.

Is the flying tourbillon movement an in-house movement?
Watch information

Our Tourbillon watches use a BNB movement base to which we have applied improvements after buying the technology. That means that when assembling the movement by hand, our watchmaker applied corrections in some components. Today, the movement is even more reliable.

Is my watch waterproof or water-resistant?
Watch information

Your watch is water-resistant, not waterproof.

Did I "overwind" my watch?
Repair information, Watch information

There's a great deal of misinformation out there with respect to so-called over-winding. Technically speaking, it is possible to over wind a watch, but not through ordinary means. If you continue to force the crown to turn after it stops on its own, then you could break vital internal components. Nevertheless, you would have to do this deliberately as opposed to inadvertently. Lots of people mistakenly believe that they "over wound" their watches because the watch stopped ticking after they turned the crown. Obviously, this indicates a problem, but the malfunctioning stems from something unrelated to the winding.We'll be happy to rectify the situation!

There is condensation on the inner surface of the crystal. What should I do?
Repair information, Watch information

Watch with condensation under the crystal needs to be examined by a watchmaker without delay, even if the condensation disappears after a short time. This is one of the worst things that can happen to a watch. It means that minute particles of water have penetrated the case but the seals are still tight enough to prevent the water from evaporating. The constant damp atmosphere inside the case is very corrosive and, at worst, can destroy the movement.

What is GenevaTimepieces.com International Warranty?
General information, Repair information, Watch information

All watches are provided with an international warranty certificate. Repairs Service Department can be reached by sending an email request to repaircenter@genevatimepieces.com
Our International Warranty does not cover damages caused by shock or wrong manipulation.

What warranty does my watch carry?
General information, Repair information, Returns / exchanges, Watch information

Your watch includes a two year long warranty upon date of purchase. Please click here for details of your watch warranty.

Can I exchange my watch for a different style?
Returns / exchanges

We can only do exchanges for items priced equally to the one you purchased.

How long is the exchange process?
Returns / exchanges

Once the exchange has been inspected, the exchange process takes 3-5 business days to ship out of the facility. Please contact Customer Service at customersupport@genevatimepieces.com, Monday through Friday from 9am to 5pm UTC+01:00 for tracking information on your exchange.

What is GenevaTimepieces.com return policy?
Order information, Payment information, Returns / exchanges

GenevaTimepieces.com will gladly accept the return of new, unworn, unused, and undamaged merchandise within 14 days from delivery date.

Should you want to return the watch, please follow the two steps below. Note that if done differently we will not be able to accept the return.

  1. Please send an email to customersupport@genevatimepieces.com with the order confirmation number we sent you after your purchase and tell us why you want to return the watch.
  2. Please send your watch via insured or registered mail with sufficient insurance to cover the original purchase price and a tracking number to

R&D Luxury SA
Chemin du Pré Fleuri 3
CP 175 - 1228 Plan-les-Ouates
Genève, Switzerland

Will I be able to check the status of my international order?
Order information

Under the link Order Status, which can be accessed from the footer of our website, you'll be able to check the status of your order if you're logged in. Please don't hesitate to contact us at customersupport@genevatimepieces.com should you have any questions in regards to your order.  

Do I have to pay for international handling fees?
Order information, Shipping information

We do not charge any handling fees for processing international orders. Fees you’ll be paying for your purchase are taxes, customs, duties or Values Added Tax dictated by your location.

International Buyers – Please Note:

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying.

Note: It's illegal to falsify customs declarations or mark an item as a "gift" in order to avoid customs fees. R&D Luxury strictly refuses such illegal procedures.

Do you offer International Shipping?
Order information, Shipping information

Genevatimepieces.com offers free shipping to over 200 countries worldwide, please click here for further details about all International Express countries served through Fedex.

What do I do if my package is received damaged?
Order information, Returns / exchanges, Shipping information

In the event that a package is received damaged or incorrect, please contact our Customer Service Department within 5 days of receipt. Customer Service Department at customersupport@genevatimepieces.com

What do I do if my package seems to be missing?
Order information, Shipping information

In the event that a package is received damaged or the merchandise is missing, please contact our Customer Service Department immediately customersupport@genevatimepieces.com

Our customer service team will file a claim with the appropriate carrier. Please retain all packaging for inspection and possible return to our facility. Claims can take 10-15 business days for processing.

What can cause my order to be delayed?
Order information, Shipping information

If the shipping information you provided needs further information, especially for international shipping.

Will my order ship the same day?
Shipping information

All orders may be subject to 2-3 days of order processing.

What carriers does genevatimepieces.com use for shipping?
Order information, Shipping information

International orders are shipped via FedEx International Priority free of charge for our customers. We are not responsible if carriers have a delay when delivering.

Are there any other fees I have to be aware of?
Order information, Shipping information

Import duties, taxes, and charges are not included in the item price. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying. We do not take responsibility for any additional fees other than the shipping costs.

How long does it take to receive the watch?
Order information, Shipping information

Until your watch leaves our ateliers and reaches your home, a period of 3 up to maximum 10 days have passed upon purchase date.

Is shipping included in the watch price?
Order information, Shipping information, Watch information

International shipping fees are included in the watch price. All shipments are subject to insured international priority delivery by Fedex.

What’s the tax percentage on purchasing your watches?
General information, Order information, Shipping information

For Switzerland, the standard VAT rate is 8%. For other countries, please refer to importation customs of your country.

Which payment methods do you offer?
Payment information

We offer Paypal as our sole payment method because it is in our interest that customers are protected and secured, something that Paypal provides. Note that Paypal charges a currency conversion fee (click here to see more details).

With which currency can I buy my watch?
Payment information

We are located in Geneva, Switzerland, and sell our watches in Swiss Francs (CHF).

Can I hold a sale priced item in my shopping cart and come back to purchase it at a later time?
General information, Order information

Items placed in your shopping cart should be available for purchase at a later time, unless the specific item sells out. Please be advised that promotional discounts on many items are available for a limited time only and may no longer be available at the time of checkout. To verify the best sale price of an item, please contact our Customer Service Department at the customersupport@genevatimepieces.com, Monday through Friday from 9am to 5pm UTC+01:00, in which a representative can advise on the best sale price and promotional code for the item(s) of interest for you.

 

How can I change the address on my order?
Order information, Payment information

On PayPal orders addresses cannot be changed. The PayPal address is the only address we can take into consideration. Please contact our Customer Service Department immediately at customersupport@genevatimepieces.com, Monday through Friday from 9am to 5pm so they may contact our warehouse to process your request for changing the address. 

Is it too late to cancel my order?
Order information

Please contact our Customer Service Department immediately at customersupport@genevatimepieces.com, Monday through Friday from 9am to 5pm so they may contact our warehouse to process your request for cancellation. Due to the volume of orders shipped daily, there is a chance we may not be able to cancel the order in ample time. In the event that the order does ship and cannot be cancelled in time, please refuse the package upon delivery. A refund will be processed once it has been returned and received by our facility.

Are my international purchases secured?
General information, Order information

International order payments are handled directly at our checkout process. Due to the high fraud rate with International online orders we take the necessary precautions to minimize risk both to you and our risk as well when shipping products internationally. Your payment is handled securely and is encrypted for the utmost safety. What is an SSL Certificate?

Can I buy this watch in my country?
General information, Order information

We sell internationally and exclusively on our website which is the sole sales channel for all our watches.

Are the watches on genevatimepieces.com authentic?
General information, Watch information

GenevaTimepieces.com is the official owner of its Swiss-made watches. All our watches are 100% authentic and backed by our 2 year warranty. With our 14 days return policy, we provide the comfort necessary to place your online order. Your satisfaction is our #1 goal.

Do you sell through retailers?
General information, Order information, Watch information

GenevaTimepieces sells its timepieces only through its website www.genevatimepieces.com

How can I tell if an item is in stock?
Order information, Watch information

If you are able to view the item and add it to your shopping cart, the item is indeed in-stock. Out-of-stock items cannot be added to a shopping cart.