Sending your watch to Horologic
These instructions are for a booked Horologic Watch Completion & Repair Service. Your new service-order number, shown in your booking confirmation, is your service reference. Keep it with your original Horologic purchase reference.
Possible manufacturing defect? Contact Horologic Support before purchasing a service or arranging postage. We will help through the separate warranty process and agree the appropriate shipping arrangements.
1. Prepare your watch and references
Send the watch or unfinished build and all remaining watch components. Do not send the presentation box or tools unless we specifically ask for them.
Place a note inside the parcel with your name, email address, original Horologic order number, new service-order number, and a brief description of the problem or help needed. The new service-order number is the reference for this visit; the original order number identifies the kit.
Use the return-delivery address entered at checkout. Contact us before dispatch if that address needs correcting.
2. Pack the components securely
Use a sturdy outer parcel with cushioning so the contents cannot move. Protect the watch from knocks and scratches. Keep loose parts in separate secure containers or bags; do not put loose hands or a dial against the watch or other metal parts. Keep any protective containers originally supplied for the movement, dial or hands where available.
You do not need to dismantle a completed watch or attempt another repair before sending it. Leave an unfinished build at its current stage and protect any exposed movement, dial and hands from pressure and dust.
3. Address your parcel
Horologic Sàrl
Service reference: your new service-order number
Chemin de Beaufort 6
1162 St-Prex
Switzerland
Contact email: info@horologic.shop
Telephone: +41 79 280 36 88
For paid service, you arrange and pay for the journey to Switzerland. Use a tracked service and retain the posting receipt and tracking number. The delivery charge already collected by Horologic is for the return journey, not a prepaid inbound label.
4. Customs documents for international parcels
Sending from Switzerland
No cross-border customs declaration is needed for a domestic Swiss shipment.
Sending a previously completed watch from outside Switzerland
Describe the contents accurately as your previously purchased Horologic wristwatch being sent to Switzerland for repair and return to its owner. This is not a new sale. Include your original purchase evidence, service booking confirmation and a contents description identifying the model and any identifying marks or serial number that are actually present. Retain evidence of export and any original import documents for the return journey.
Sending an unfinished kit from outside Switzerland
Describe it accurately as your previously purchased Horologic watch components or unfinished watch being sent to Switzerland for assembly/completion and return to its owner. List the components enclosed. Do not describe an unfinished kit as a previously completed watch simply to use a repair procedure. Completion may require a different processing procedure from repair.
Accurate values and declarations
Follow the carrier’s and customs authority’s instructions for the applicable repair or processing procedure. State an accurate goods value and currency, and show the service charge separately where the documents request it. A service invoice does not replace the value of the watch or components. Never mark the parcel as a gift, declare a zero value, or use the service fee as the goods value merely to reduce charges.
Keep a copy of every customs document. Horologic needs the inbound declaration reference and accompanying documents to link the completed watch’s re-export to its import for repair or processing. Any relief on return depends on the destination’s requirements and the documentation; it is not automatic.
Warranty shipments
An agreed warranty repair or replacement follows the warranty instructions provided by Horologic, not the paid-service shipping arrangement. Repairing the same watch and sending a replacement watch may require different customs documents. Necessary costs of an agreed covered remedy remain in the warranty process.
After your parcel arrives
Please allow up to four weeks from the date your watch reaches Horologic in Switzerland. Transit time to and from Switzerland is additional.
Your service order remains open and unfulfilled while we await the watch and carry out the work. The receipt date starts the four-week window. We fulfil the service order when the completed watch is dispatched back and provide the return tracking details. Buying the service does not mean that the watch has already been sent or received.
Necessary replacement watch components are included. There is no separate assessment fee and no additional parts or labour invoice. If compatible replacement components are no longer available, we’ll contact you personally and propose an alternative solution; a different model requires your agreement.
Return delivery and destination charges
Switzerland: the service total includes Swiss VAT and return delivery.
United States: the return-delivery amount collected at checkout includes prepaid import charges. Horologic does not add a second import charge or send a later customs-reconciliation invoice. Any separately required domestic sales tax is identified at checkout.
Other destinations: return delivery is collected at checkout, but destination import VAT, duties and carrier fees are excluded and payable by the recipient. This includes euro-priced destinations.