IF YOUR WATCH NEEDS A SERVICE, YOU CAN:
- Drop your watch off at one of our authorized Baume & Mercier retailers/After-Sales Service Centers.
- Directly send your watch to our regional Service Center according to the following procedure and the related Conditions of Service.
Please note that this service is only available in the USA.
- By e-mail at firstname.lastname@example.org
- By phone at (1800) MERCIER : Monday to Friday from 09:00am to 09:00pm EST and Saturday from 10:00am to 6:30pm EST
Following this first contact point, we will send you:
- a Shipping Kit so that you can securely pack your watch
- a Service Request Form
2. WATCH PACKING
When you receive the Shipping Kit, you will need to pack the watch and complete the Service Request Form with the requested information and your signature.
To ship your watch, you will have the choice between the following 2 options:
- FedEx: shipping fees at our cost
- Carrier of your choice: shipping fees at your cost
4. DIAGNOSIS AND COST ESTIMATE
Within 5 business days of receipt of your watch, a diagnosis will be performed by one of our watchmakers and you will receive a Cost Estimate describing the recommended services via e-mail or USPS including the cost and the lead-times.
A handling and freight charge of $25 ($100 if sent to Switzerland) will be invoiced in addition to the service price in the Cost Estimate (unless your watch is under warranty).
Your approval of the Cost Estimate will be required to be able to proceed with the requested service.
In the event that you refuse the Cost Estimate, we will not perform any services and will return your watch to you in the condition it was received at no cost to you. However, if your watch was sent to Switzerland, the $100 handling and freight charge will apply.
Note: if your watch needs to be returned to Switzerland, you will be contacted to give your prior approval.
6. QUALITY CHECK
During the final check, your watch will go through all the necessary technical and aesthetic controls in order to guarantee our quality standards.
Once the repair is completed, we will proceed with payment (payment by credit card only).
Our selected shipping carrier will proceed with delivery.
Before contacting us, we recommend that you read our Customer Service policy including all the important information about our services (contents and price list).
OUR REPAIR CENTER
Baume & Mercier watches benefit from a worldwide network of authorized After-Sales Service Centers which meet the highest technical quality requirements of Swiss luxury watchmaking.
Approved through a rigorous selection process, only authorized Baume & Mercier After-Sales Service Centers are entitled to service your watch. Undergoing regular training provided by the brand, they provide an impeccable quality of service by using tools specifically developed for repairing Baume & Mercier watches and replacing worn parts with original components. Moreover, numerous tests are carried out using up-to-date and reliable control methods.
Watches which were repaired/serviced by someone else than an authorized Baume & Mercier After-Sales Service Center are excluded from any Baume & Mercier guarantee coverage. Also, all spare parts which do not meet the quality standards set by Baume & Mercier will be automatically replaced by Baume & Mercier and charged.