Frequently Asked Questions
WHAT IS AN AUTOMATIC WATCH?
An automatic watch is wound by the active movement of the wearer’s wrist. The longer the watch is worn, the more energy it will store. An automatic watch should be worn ‘actively’ and continuously for at least 12 hours a day. If the wearer is inactive or takes the watch off regularly, the 42-hour power reserve will start to run down and eventually the watch will lose time or stop.
WHAT IS THE DIFFERENCE BETWEEN A CHRONOGRAPH AND A CHRONOMETER?
A chronograph is a watch that measures elapsed time thanks to an additional hand (a chronograph hand). A chronograph can also record time with 30-minute and 12-hour totalizers. A chronometer is a watch that underwent several precision tests in different positions and at different temperatures to obtain a certificate from the Official Swiss Chronometer Testing Institute (COSC).
IS IT USUAL FOR AN AUTOMATIC WATCH TO RUN A FEW SECONDS LATE OR EARLY EVERY DAY?
Automatic movements are not as accurate as quartz movements and they can indeed run a little early or late. The precision of an automatic movement can be affected by several factors such as: temperature, humidity, magnetic fields or simply by the wearer’s activities. All RAYMOND WEIL watches are tested and do not allow an interval that does not range between -5 to +20 seconds per day.
If your watch is running significantly early or late, please contact your nearest authorized service center.
WHAT TYPE OF WATCH WINDER WOULD YOU RECOMMEND AND HOW SHOULD I USE IT?
RAYMOND WEIL does not provide watch winders.
All RAYMOND WEIL automatic watches can be wound with a rotating watch winder (of the Cyclotest type). It is the most common type of watch winder. It causes the watch to rotate, which allows the oscillating weight to move, thus recharging the mechanism.
We recommend you set your watch winder to 4 turns per minute. This should be sufficient to recharge your watch in 5 to 6 hours.
Other types of watch winders exist, in particular a model that recharges the mechanism by turning the crown, but we do not recommend this type of watch winder as it can damage the mechanism of your watch.
HOW CAN I OBTAIN INFORMATION ON A DISCONTINUED RAYMOND WEIL WATCH AND CAN I GET AN APPRAISAL?
To obtain information on a discontinued watch, please contact [email protected] RAYMOND WEIL does not make appraisals. In order to determine a fair market value for your watch, we recommend that you consult an appraiser who specializes in watches and jewelry.
HOW CAN I OBTAIN THE PRICE OF MY RAYMOND WEIL WATCH FOR INSURANCE PURPOSES?
To obtain the price of your RAYMOND WEIL watch, please contact your nearest authorized dealer.
Gift with Purchase
What is a gift with purchase?
When you purchase your RAYMOND WEIL timepiece on raymond-weil.us a free complimentary gift with purchase is given to each customer when certain conditions apply. Some products may be excluded from promotions requiring the customer to spend a certain amount to qualify.
How can I get the Marshall Major III Headphones?
When you purchase your RAYMOND WEIL timepiece of $1,250+ (excluding taxes and shipping cost) on raymond-weil.us you will receive a pair of Marshall Major III Headphones with your order. Some products are excluded from promotions requiring the customer to spend a certain amount to qualify.
Please note: The 2785-TIC-60001 freelancer Limited Edition Skeleton is excluded from this promotion
I PURCHASE MY WATCH FROM AN AUTHORIZED RETAILER, CAN I GET A FREE GIFT?
Only purchases made on www.raymond-weil.us will receive an exclusive gift when certain conditions apply. This does not apply to customer who made their RAYMOND WEIL watch purchases through an authorized retailer.
WHERE CAN I PURCHASE A RAYMOND WEIL WATCH?
You can purchase a RAYMOND WEIL watch from our network of authorized dealers.
To locate your nearest authorized dealer, please go to the Store Locator section of our website.
HOW CAN I BE SURE I AM BUYING A GENUINE RAYMOND WEIL WATCH?
First, make sure you buy your watch from a RAYMOND WEIL authorized dealer and ask for the guarantee card duly filled in and stamped by the authorized dealer or online authorized retailer who sells you the watch. A unique serial number is engraved at the back of all RAYMOND WEIL watches. However, some older models are without serial numbers, so when in doubt, please contact [email protected] Another way to verify a valid serial number is by first creating an account here and registering your watch. If invalid it could mean it has been previously registered, or the serial number and/or model number does not exist.
What is Diversion?
Diversion is when products are sold in “unauthorized” places. All genuine Raymond Weil timepieces are sold exclusively through authorized Raymond Weil partners. Raymond Weil watches that you find outside of these places are considered to be “diverted.”
Why is it important to know?
Diverted products can be counterfeit or discontinued. This means if you buy a watch from any other outlet other than authorized Raymond Weil partners, we cannot guarantee the authenticity or quality of the Raymond Weil watch purchased.
Find a brick-and-mortar authorized retailer near you
To find an authorized retailer near you, please visit our store locator.
ARE RAYMOND WEIL WATCHES SOLD ON THE INTERNET?
We only sell our watches through our network of authorized dealers. Some of them do have an official website on which they may sell RAYMOND WEIL watches. To locate your nearest authorized dealer, please go to the Store Locator section of our website. To view our authorized online retailers click here. Please Note: any purchase not completed from an authorized online retailer or distributor listed may be either discontinued or counterfeit. We cannot assume responsibility for purchase dissatisfaction or honor any warranties provided by unauthorized outlets.
I CANNOT FIND MY WATCH ON YOUR WEBSITE. DOES THAT MEAN IT IS A COUNTERFEIT OR A DISCONTINUED MODEL?
The fact that your watch does not appear on our website does not necessarily mean it is a counterfeit or a discontinued model. Indeed, our website displays a selection of all RAYMOND WEIL watches available around the world: some references may not appear on our website but nevertheless be available through our network of authorized dealers.
If you are concerned with the authenticity of your watch, please make sure you bought it from one of our authorized dealers and were given the warranty card bearing the name and address of the seller, as well as its stamp and the date of purchase. Your watch should also bear a unique serial number engraved on the back of the case which guarantees its authenticity. However, some older models are without serial numbers, so when in doubt, please contact [email protected] Another way to verify a valid serial number is by first creating an account here and registering your watch. If invalid it could mean it has been previously registered, or the serial number and/or model number does not exist. If you still have doubts, you can use the Contact form below to send us a message or email [email protected], including the serial number of your watch.
WHAT IF I DID NOT BUY MY RAYMOND WEIL WATCH FROM AN AUTHORIZED RETAILER?
Any purchase not completed from an authorized online retailer listed below may be either discontinued or counterfeit. We cannot assume responsibility for purchase dissatisfaction or honor any warranties provided from unauthorized outlets.
The Weil Club
WHEN I TRY TO REGISTER TO THE WEIL CLUB, I AM TOLD THE SERIAL NUMBER OF MY WATCH IS NOT VALID. DOES THAT MEAN MY WATCH IS A COUNTERFEIT?
Sometimes the system does not recognize a serial number but that does not mean your watch is a counterfeit. If you need any assistance on that matter, please contact our customer support team at [email protected] and attach a photo of the back of the watch showing the serial number and a copy of the guarantee card. Our customer support team will then take care of your registration for The WEIL Club.
WHAT DOES THE GUARANTEE INCLUDE AND EXCLUDE?
This limited guarantee covers the defects in material or resulting from manufacturing of the watch for two years from the date of purchase.
Are excluded from this limited warranty of the manufacturer:
- Battery, crystal, strap;
- Damage resulting from an accident, normal wear, negligence, misuse, abuse or from the intervention of any person not authorized by RAYMOND WEIL S.A. or its representatives;
- Loss and theft;
- Incidental or consequential damage arising from the failure or malfunction of the watch as well as from any inappropriate usage, lack of precision, malfunction or lack of conformity of the watch.
Please click on this link to read the current guarantee policy.
WHERE CAN I FIND MY WATCH SERIAL NUMBER ?
The serial number can be found on the case back of your watch. Serial numbers are composed of 1 letter followed by 6 digits (ex : X123456)
I CREATED AN ACCOUNT ON YOUR WEBSITE BUT DIDN’T RECEIVE THE CONFIRMATION EMAIL. HOW SHOULD I PROCEED?
1. Please check your spam or junk mail box, the confirmation email may have been automatically redirected.
2. You might have made a spelling mistake in your email address. In this case, we suggest you create a new account.
3. If neither of two above applies, you may email [email protected] to have your password reset.
I TRIED TO REGISTER MY WATCH BUT MY SERIAL NUMBER WAS NOT RECOGNISED. WHAT SHOULD I DO?
Please note that even if your serial number was not recognized, you are still able to register.
We invite you to go to www.raymond-weil.us/register and create your account. It is important to go through the whole procedure.
To authenticate your watch, please send a picture of the case-back of your watch or a picture of your Guarantee Card with the serial number clearly identifiable to [email protected]
Parts and Repairs
HOW LONG WILL IT TAKE TO REPAIR MY WATCH?
This depends on the nature and complexity of the repair. Your local authorized dealer will be able to help you on that matter.
DO YOU HAVE SPARE PARTS FOR MY OLD RAYMOND WEIL WATCH?
For any spare parts inquiries, please contact our parts department at [email protected] of call 1+ (212) 355-3350.
Please Note: We guarantee parts for our timepieces for up to 20 years of the manufacturing date. If your watch is discontinued parts availability may be limited.
WHERE SHOULD I SEND A RAYMOND WEIL WATCH THAT NEEDS TO BE SERVICED?
Please refer to the after-sales service section of our website to locate your nearest authorized after-sales service centre. If the repair is covered under guarantee, the repair is generally conducted free of charge. If the repair is not covered under guarantee, the price depends on the nature and complexity of the repair as well as the cost of the parts needed. We will not conduct any repairs, which are not under guarantee, without first providing an estimate for approval. The guarantee becomes void in the event that any person not duly authorized by RAYMOND WEIL S.A. or its representatives attempts to repair.
I NEED TO CHANGE THE BRACELET OF MY RAYMOND WEIL WATCH OR ADD SOME LINKS TO IT. HOW SHOULD I PROCEED?
Simply take your watch back to your local authorized dealer.
HOW OFTEN SHOULD MY WATCH BE SERVICED?
Conducting maintenance every three years is recommended to keep your timepiece functioning at its best. For more information, you can also have a look at our maintenance & tips section.
WHAT SHOULD I DO TO MAKE SURE MY RAYMOND WEIL WATCH CONTINUES TO FUNCTION FOR A LONG TIME?
1. Keep your watch clean with a soft dry cloth.
2. Avoid contact with perfumes, spirits or petroleum products as these may damage seals, case or bracelet.
3. Ensure that the crown, which is used to change the hands and/or date, is properly pushed in and/or screwed at all times. This prevents penetration by water or dust.
4. Avoid abrasions as scratching may eventually affect the case and bracelet.
5. If you are about to undertake heavy physical work, remove your watch.
6. If your watch has a leather strap do not wear it too tightly fastened or expose it to water, unless the strap is water resistant.
7. Avoid subjecting your watch to rapid changes in temperature.
8. When not being worn, keep your watch in a cool dry place.
9. Batteries should last for up to three years. If your watch needs a new battery please attend to this immediately as dead cells can harm the movement.
10. A water resistant model should have its seals checked at least every 2 years and annually if the watch is worn whilst bathing to ensure its water resistance.
11. Your watch must be returned to an authorized dealer for servicing and any other necessary repairs.
HOW DO I SEND MY WATCH IN FOR REPAIR UNDER WARRANTY?
Please send your watch carefully packaged and insured to the address below. Please include a brief letter with the description of the problem, your name, address, phone number and the original properly filled out warranty card (Xerox copies and blank cards are not acceptable) or a valid computerized sales receipt if the card is unavailable. If you are not able to provide a warranty card or a computerized sales receipt the repair will not be done under warranty.
RW USA Corp.
485 MADISON AVENUE
10022 New York
T. +1 (212) 355 3450
F. +1 (212) 308 4614
Please note that RAYMOND WEIL timepieces are warranted for two years. The warranty is valid from the date of purchase, provided that your RAYMOND WEIL timepiece was sold by an authorized Raymond Weil dealer and that the certificate of warranty was completed properly.
Please be advised that the only online warranties accepted are those that were purchased through the RAYMOND WEIL or an authorized dealer’s website.