Frequently Asked Questions
What items can be repaired?
At FixMyWatch we can repair the majority of all brands. We can change the batteries on all brands and reseal water-resistant watches to their manufacturers’ specifications. We can also change all types of glasses and crystals and perform dial restoration on most brands. Some Watches are contained within a sealed case that can only be opened by the manufacturer; in these circumstances we would recommend returning it to the manufacturer. If you are unsure then please give us a call.
Are only genuine parts used?
We will never use generic parts if genuine ones are available. Our watchmakers are accredited by several major brands and so we have access to all major branded parts. If one is not available then we will contact you before replacing parts with generic.
Is FixMyWatch accredited?
FixMyWatch’s watchmakers are accredited by the major brands such as Omega, Tag Heuer, Tissot, Longines, Gucci, Swarovski, Eterna, Obaku.
How do I send you my watch?
Unlike other online repair services, you do not have to “send” us your watch. We will collect your watch from any UK address and return it back to any address. Once you have completed the online form and registered, you will be able to arrange a collection with our couriers.
What time of the day can you collect?
Our couriers are able to collect Monday – Friday, 9am-7pm. Unfortunately we are unable to specify a time, however you can request a morning or afternoon but please note this is a request only and is not a guarantee
How will I know my watch is safe?
Our UK workshop and offices are insured by one of the UK’s leading jewellery insurers. Our couriers are insured too. You can be safe in the knowledge that your watch will be kept insured and safe at all times. You can track the progress of your repair through your account and chat to us at any time.
Will you let me know when my watch has been received?
Once we have received your watch, we will examine it for its faults and ensure that it matches the description you have provided. Once booked into our system, we will notify you of its safe arrival.
How long will the repair take?
For a battery replacement we can despatch your watch back to you 24 hours after receiving it. If your watch requires anything further such as a service or a parts change, this could take up to 2 weeks and is subject to the availability of spare parts.
How do I wrap my watch for collection?
There are no specific requirements for packaging your watch. We do however suggest that you ensure it is wrapped enough in tissue or bubble wrap and placed within an envelope.
How do I know if my watch needs a battery or a full service?
Not all watches require batteries to provide their power. If you have had a battery replacement within the last couple of years we would suggest you now choose to have your watch fully serviced. If your watch hasn’t been serviced within the last 5 years, we would recommend a full service in order to keep your watch in working order for years to come. If you are unsure, please send us your watch for a battery and we will upgrade it if required.
What if my watch requires further work?
If your watch requires more than you requested or anticipated, we will contact you immediately and inform you what is required. If you wish to proceed then we will upgrade your repair, however if you should wish for your watch to be returned we will also do this with pleasure*.
How long is the guarantee period?
We offer a twenty-four (24) month warranty on the work carried out. In the event of a fault covered by our warranty, we will, at our discretion and without cost, repair or replace any spare parts and/or rectify any faults as identified by our customer service. All other rights resulting from the faulty execution of our services are expressly excluded. This warranty does not cover normal wear and tear or damage caused by accidents, lack of care or negligence. Our warranty is rendered void if the work is carried out on the watch by persons who are not authorised to do so.
How long will my battery last in my watch?
Most watch batteries can last up to 5 years. We use only Swiss made batteries in our repairs. Sometimes if a battery replacement fails, this could be down to other faults other than the battery and will therefore require a service.
What is the difference between quartz, mechanical, automatic and kinetic movements?
Please see our “Quartz Vs Mechanical” page for further information.
What happens if I miss my courier collection?
If you have experienced an issue with your courier collection, you can contact our customer service team on 0161 204 3260 or contact DHL directly on 0344 248 0012 quoting your booking reference which can be found on your account here.
Does a service include a battery replacement?
Whenever we carry out servicing on a quartz watch, we will always change the battery and include this within the cost of servicing. As well as this we will fully reseal your watch within the service too*. You do not need to request a battery repair on top of your service. Automatic and mechanical watches don’t have batteries, so of course we won’t be replacing anything within a mechanical/auto service. This is the same for Citizen Eco-Drive watches as they have a capacitor instead. Read our article about Citizen Eco-Drives here.
How to Package Your Watch Ready for Collection
For more information, visit How to Package Your Watch Ready for Collection instruction page.
*Should your watch require more and the re-estimated cost is refused and the watch is returned, you may be subject to a surcharge.