Frequently Asked Questions
Technical Questions / General Watch Information
HOW DOES AN AUTOMATIC WATCH WORK?
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.
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.
WHAT TYPE OF WATCH WINDER DO YOU RECOMMEND? 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.
We do not recommend any watch winder model that recharges the mechanism by turning the crown, as this can damage the mechanism of your watch.
HOW CAN I BE SURE I AM BUYING A GENUINE RAYMOND WEIL WATCH?
Another way to verify a valid serial number is by first creating an RW account, and registering your watch.
WHERE CAN I FIND MY WATCH SERIAL & MODEL NUMBERS?
The serial & model numbers can be found on the case back of your watch. Serial numbers are composed of 1 letter followed by 6 digits (ex : X123456). The model number precedes this, and is composed of 4 digits (ex: 1234).
I CAN'T FIND MY WATCH ONLINE. WHERE CAN I OBTAIN MORE INFORMATION?
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.
WHAT SHOULD I DO TO MAKE SURE MY RAYMOND WEIL WATCH CONTINUES TO FUNCTION FOR A LONG TIME?
For general information on the maintenance and care of your RW timepiece, please refer to our maintenance & tips page. For specific questions, please contact [email protected].
Ordering on RAYMOND-WEIL.US
DO YOU OFFER FREE SHIPPING?
WHERE CAN I FIND A COUPON CODE?
If you would like to be the first to receive notifications of exclusive coupon codes, promotions, and offers, please feel free to sign up to our newsletter, here.
CAN I PLACE AN ORDER OVER THE PHONE?
When placing your order online, RAYMOND WEIL takes the privacy and security of your payment and personal details very seriously.
With every order, we offer 100% Secure Payment. Optional payment methods include; Visa, Amex, Mastercard, Affirm Monthly Payments, and Paypal.
WHEN ORDERING ONLINE, HOW DO I KNOW IF IT WILL FIT MY WRIST? CAN I REQUEST TO REMOVE LINKS FROM THE BRACELET WHEN PLACING MY ORDER?
When placing your order, feel free to include your wrist size in the “notes” section. We would be happy to adjust your timepiece’s bracelet size prior to shipment, to ensure the correct fit.
You can determine your wrist size by use of a measuring tape fit around your wrist’s circumference. If you do not have a flexible measuring tape, you can wrap a string around your wrist, and measure that length end-to-end.
DO YOU OFFER GIFT WRAPPING?
Yes! If you would like your order to be gift wrapped, or to have a handwritten note included, feel free to request this in the “notes” section of your next order.
I HAVEN'T RECEIVED A CONFIRMATION EMAIL ABOUT MY ORDER. HOW CAN I DETERMINE ITS STATUS?
Otherwise, please contact us by email at [email protected] or by phone at 212-355-3350.
WHAT IS YOUR RETURN POLICY?
We want you to be completely satisfied with your order, and if for any reason you are not satisfied, we will gladly accept return of any unworn, undamaged and untampered merchandise purchased from raymond-weil.us within 14 days of delivery for a full refund.
Read more about our return policy here.
I WOULD LIKE TO RETURN MY TIMEPIECE. HOW DO I BEGIN THIS PROCESS?
To initiate your return, please complete this return request form.
Parts & Repairs
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.
WHERE SHOULD I SEND A RAYMOND WEIL WATCH THAT NEEDS TO BE SERVICED?
For any service or repair requests, please refer to our after-sales page, and scroll down to the “Access After Sales Portal” button. This portal is where you may submit your service request. Once you’ve registered new & logged in, this portal will guide you through extensive information regarding the various services we offer. Once you’ve determined the servicing you require, you can submit your request to us.
WHY CAN'T I LOG BACK INTO MY AFTER SALES PORTAL?
Please note that our After Sales Portal is conducted on a separate website to ours. This means that the After Sales Portal requires a separate login to your RW account. If the problem continues after creating a new account, feel free to contact us at [email protected].
HOW LONG WILL IT TAKE TO REPAIR MY WATCH?
This depends on the nature and complexity of the repair. To obtain an estimate, please visit our After Care Portal.
DO YOU HAVE SPARE PARTS FOR MY OLD RAYMOND WEIL WATCH?
For any spare parts inquiries, please contact our parts department at [email protected], or call at 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.
Warranty & The Weil Club
WHAT DOES THE WARRANTY INCLUDE AND EXCLUDE?
The standard 2-year warranty covers the defects in material resulting from the manufacturing of the watch for two years from the date of purchase.
The following are excluded from this limited warranty of the manufacturer:
- 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 more about the current warranty policy.
WHAT DOES THE WEIL CLUB OFFER?
The Weil Club 3rd year guarantee extension offers a duration of one year of warranty in addition to, and in the continuity of, the RAYMOND WEIL standard two-year International guarantee policy. Learn more about The WEIL Club here.
I TRIED TO REGISTER MY WATCH BUT MY SERIAL NUMBER WAS NOT RECOGNIZED. WHAT SHOULD I DO?
Sometimes the system does not recognize a serial number. This does not mean your watch is a counterfeit! Please note that even if your serial number is not recognized, you will still be able to register your timepiece.
If you need any assistance registering your watch, please contact us at support@raymond-weil.us, providing us with the serial & model number of the timepiece you wish to register, along with its purchase date & retailer of purchase.
I CREATED AN ACCOUNT ON YOUR WEBSITE, BUT DIDN’T RECEIVE THE CONFIRMATION EMAIL. HOW SHOULD I PROCEED?
If you have not already, please check your junk or spam inboxes.
Otherwise, please contact us by email at [email protected] or by phone at 212-355-3350.
