FAQ
Watches
You can contact us so that we may assist you in your search.
We also invite you to visit the CHANEL Watches Boutique of your choice where a sales associate will be available to answer any questions you may have.
You will find many types of information about CHANEL watches by visiting the Watches section of our website.
You can contact us so that we may assist you in your search.
We also invite you to visit the CHANEL Watches Boutique of your choice where a sales associate will be able to provide you with personalised recommendations about CHANEL products and style.
You will find on our website all of our Watches collections; For our exceptional watches, only one selection is featured.
We invite you to visit the CHANEL Watches Boutique of your choice to discover more items and experience the universe unique to each collection.
CHANEL attaches great importance to the quality of the materials that make up your watch.
In our Care & Services section, you will find a few recommendations for use and maintenance that will help you preserve your watch's aesthetics and keep it functioning properly.
All CHANEL watches are water resistant to depths ranging from 30 to 300 metres. Water resistance is engraved on the watch case back as follows: "30 M."
Watches are water resistant thanks to their seals. To ensure continuous water resistance, it is recommended that seals be replaced every two years from the date of first use. It is also recommended to check water resistance each year if the watch is often subjected to immersion in seawater or swimming pools.
For watches with a screw down crown, make sure it is fully screwed down before it comes into contact with water. Never manipulate the crown underwater. If the crown is pulled out, water can seep into the case. If condensation forms inside the watch, then water has entered it and the watch must be checked immediately.
For chronograph watches, do not start the chronograph function underwater because water can seep in through the push buttons.
A watch must never be worn in a sauna, Turkish bath, shower or bath as hot water may damage its water resistance seals.
After each immersion in salt water, rinse the watch with fresh water. To ensure water resistance, be sure to screw the crown in after each manipulation.
For more information, please refer to our care and maintenance recommendations in our Care & Services section.
Setting methods are different for each watch model. Please refer to our Care & Services section to download the user manual for your watch.
CHANEL watches are manufactured in Switzerland at the workshops in La Chaux-de-Fonds, where nearly 300 people are employed. Their creative spark fuels the creation of innovative products thanks to use of cutting-edge digital tools paired with traditional watchmaking expertise. The workshops oversee all operations, from manufacturing the cases and bracelets to casing up the movements developed and produced by specialised Swiss companies. The manufacturing of high-tech ceramic is also integrated into the production process, but is kept secret so as to protect the uniqueness of CHANEL watches.
All CHANEL watches feature highly precise Swiss movements and are assembled in the CHANEL workshops in La Chaux-de-Fonds. Within this exceptional context, CHANEL develops mechanisms with varying levels of sophistication. CHANEL's partners include the Manufacture ETA, whose movements are among the most reliable in all Swiss watchmaking.
CHANEL also works with prestigious Swiss manufactures to develop new movements:
The CHANEL RMT-10 movement, exclusively designed for CHANEL by Renaud et Papi Manufacture (APRP SA);
The AUDEMARS PIGUET self-winding mechanical movement exclusively personalised for CHANEL: CHANEL - AP 3125.
CHANEL has also partnered with APRP to create its Haute Horlogerie calibres and original movements, which it designs and creates in close collaboration: these include the Comète and Camélia calibres for the J12 and Première Flying Tourbillon watches, which are also used in the Skeleton and Openwork versions.
In 2016, the House of CHANEL introduced its first in-house movement, the CALIBRE 1. Instant Jumping Hour & Minute Retrograde, and launched MONSIEUR de CHANEL, conceived and designed by the House's Watch Creation Studio.
All stages of design, development, reliability, and manufacturing of the movement were carried out by the CHANEL Haute Horlogerie internal department within the G&F Châtelain Manufacture.
This immersion in the world of fine watchmaking has opened a new chapter in the House's watchmaking history and has identified new challenges to be met.
Quartz movement:
The energy for a quartz watch is supplied by a battery that lasts for several years. The battery supplies energy to the quartz, which measures time. The average battery life for J12 quartz watches is two to four years depending on the model, and two years for other collections.
Never leave an expired battery in your watch, as it could leak and damage the movement.
Self-winding mechanical movement:
A watch with a self-winding mechanical movement winds itself with the movement of the wrist, which causes the oscillating mass to turn on its axis. When the watch is not worn, it has a power reserve of 38 to 42 hours depending on the model. Beyond this, manual winding becomes necessary. When the watch has stopped, it is recommended that you wind your watch manually every three weeks to avoid the oil in the movement from drying out.
For optimal precision and reliability, we recommend that you avoid:
Magnetic fields (magnets, loudspeakers, tablets, smartphones, etc.);
High impacts (sports requiring sudden movements such as tennis or golf).
The watch must be perfectly adjusted to your wrist. A poorly fitting bracelet results in the loss of the watch's autonomy (self-winding capacity).
For more information, please refer to our care and maintenance recommendations in our Care & Services.
CHANEL has become a master in the use of high-tech ceramic.
Made of zirconium dioxide power and yttrium, high-tech ceramic has exceptional properties:
Highly resistant to scratches;
Stainless;
Inert to chemical agents;
Elevated refraction index;
Unique brilliance enhanced by diamond powder polishing.
From intense black to immaculate white, high-tech ceramic has been transformed into a precious material, thus revolutionising the rules of watchmaking.
Titanium ceramic
The titanium ceramic formula used by CHANEL required four years of research and development to create it, and is patented and exclusive to the brand.
Titanium ceramic is a new material that is highly scratch resistant and has a hardness close to that of sapphire. Its unique colour and sparkle are obtained by adding titanium to ceramic and then polishing it with diamond powder.
18k gold, which is gold of a millesimal fineness of 750, is the purest alloy used in jewellery. All CHANEL gold watches are in either 18k gold or platinum 950.
CHANEL Watches was created in 1987 with the "Première" watch collection.
From 1987 to 2003, Jacques Helleu led the initiative for CHANEL Watches, and was the creative force behind the Première watch and the J12 collection.
He then worked in close collaboration with a team that he trained himself, which became a part of the Watches & Fine Jewellery division of CHANEL in Paris in 2007.
Since then, the creation of CHANEL watches has been entrusted to the House's Watch Creation Studio.
The complete range of CHANEL Fine Jewellery collections is available exclusively at CHANEL Fine Jewellery boutiques. A limited selection of pieces is available at CHANEL fashion boutiques.
Click & Collect is also available for select Watches and Fine Jewellery pieces. Order creations on chanel.com and pick them up at the Dubai Mall CHANEL Watches & Fine Jewellery boutique.
You can contact us so that we may assist you in your search.
We also invite you to visit the CHANEL Watches Boutique of your choice where our sales associates are at your disposal for a personalised appointment.
You can subscribe to our Newsletter . For Austria, Bosnia, Germany and Israel, you will have to confirm your subscription by clicking on the link in the confirmation e-mail.
You can also follow CHANEL on social media:
To receive the catalogue of our collections, we invite you to visit the CHANEL Watches Boutique of your choice.
CHANEL watches are available exclusively in CHANEL Boutiques, as well as at a limited number of exclusive watches and jewellery authorised CHANEL retailers.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
The following payment methods are accepted: credit card (Visa, MasterCard, American Express, Diners Club, Japan Credit Bureau (JCB), China Union Pay (CUP), Maestro), cash (EUR, USD, SEK and GBP) and bank transfer.
We invite you to visit a Boutique where one of our sales associates will be able answer any questions you may have, or contact us .
For all purchases greater than 200 SEK, you can receive a tax refund on the day of purchase if you are a resident outside the European Union and are able to present your original passport. You must leave the European Union before the end of the third month following your purchase.
In this case, the boutique will give you a tax refund export sales form that you must have validated at the airport before checking your luggage at the PABLO terminal, or at your last exit point from the European Union.
The validated tax refund export sales form must be submitted to the partner of our tax refund service provider (PREMIER TAX FREE) for an immediate refund in cash (at airports or in the city center) or directly to PREMIER TAX FREE by payment card.
If you experience any problems with your refund, you can send an e-mail to mytaxrefund@premiertaxfree.com, making sure to provide the following information: tax refund export sales form number, date of purchase, purchase price, and name of boutique, or you can attach a photo of the tax refund export sales form you received.
CHANEL offers an engraving service that allows you to customise your watch by engraving a name or a message on it. For more information about this service, please visit the CHANEL Boutique or authorised CHANEL retailer of your choice.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
We invite you to bring the watch you wish to return or exchange to the CHANEL Boutique of your choice Store Locator the country of purchase, in its original packaging and accompanied by the original receipt and tax refund export sales form (where applicable).
ou have 30 days from the date of purchase to return it in Sweden. If you do not return the product within the original country of purchase, contact us for more details on our international return policy.
CHANEL watches have successfully passed the most rigorous reliability tests devised by Swiss watchmaking professionals. They are therefore guaranteed against all manufacturing defects for two years from the date of purchase, which is marked on the International Guarantee Certificate. This guarantee is total (parts and labour).
However, these two guarantees exclude the following:
Damage caused by accidents or by misuse of the watch (violent shock, crushing, rough handling of the clasp, etc.);
Damage caused by repairs or dismantling not carried out by a CHANEL watchmaking workshop or an authorised CHANEL watchmaking workshop;
The consequences of normal use and ageing of the watch. It also excludes leather straps, given their specific nature.
For more information about the terms and conditions for CHANEL guarantees, please refer to our Care & Services section.
CHANEL watches benefit from an international network of workshops that meet the strictest technical standards while providing impeccable service. For all repairs, we invite you to take your watch to the CHANEL Watches Boutique of your choice. Any repair not carried out by a CHANEL Boutique, a CHANEL Watch workshop, or an authorised CHANEL retailer exposes your watch to the risk of serious damage.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
First, ensure that the movement has been properly wound. If your watch still does not function correctly, it is possible that the movement is out of adjustment or damaged (due to shock, natural wear and tear, or exposure to a strong magnetic field). Our watchmakers are available to perform a thorough diagnosis and advise you on the necessary steps to take. To receive a diagnosis, take your watch to the CHANEL Boutique or authorised CHANEL retailer of your choice for repair.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
To change the bracelet or strap of your CHANEL watch, please visit the CHANEL Boutique or authorised CHANEL retailer of your choice.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
To have your CHANEL watch sized, please visit the CHANEL Boutique or authorised CHANEL retailer of your choice.
To find the CHANEL Watches Boutique nearest you, please refer to our Store Locator section or contact us.
An invoice is issued for each purchase. CHANEL does not issue any duplicate invoices or certificates of value, in accordance with the provisions stated in the terms and conditions for sale.
However, in the event of theft or loss of the product, it is possible to obtain a duplicate by providing supporting documents (copy of complaint form, affidavit, and a copy of your ID card).
For more information, you can contact us .
Authentication of products is not a service offered by CHANEL.
Authenticity is only guaranteed if the product has been purchased from a CHANEL Boutique or from an authorised retailer, of which you can find an exhaustive list in our Store Locator section.
We kindly ask that you provide us with the contact information for the vendor (name and place of sale, regardless of if it is a store or a website) so that we can verify if it is CHANEL authorised or not, and so that we can consider which actions should be taken to put an end to activities that may constitute acts of counterfeiting. You can provide us with this information by filling out the contact us form on our website. If you have filed a complaint against the seller, we remain at the disposal of the authorities to which this complaint has been filed for any information regarding the nature of the product in question.
We wish to draw your attention to the fact that despite the actions we take daily against websites that sell products that infringe on our rights, the Internet remains a particularly significant vector for the dissemination of counterfeit goods. This is why, in your interest, we recommend only purchasing CHANEL goods from CHANEL Boutiques and authorised CHANEL websites and retailers. This way, there is no risk of encountering counterfeit goods. You can find a list of these retailers under the Store Locator section of our website.
You can create your wish list by clicking on the Star symbol from the pages of each product or directly from the catalog, and share it by e-mail.
Only Watches and Fine Jewellery creations purchased directly from a CHANEL boutique are eligible for a tax refund.
For more information about tax refunds, an advisor of the House is available to assist you at your CHANEL boutique. You can also contact an advisor via email or by phone at +9718005500005.
This complimentary service lets you order select Watches and Fine Jewellery pieces on chanel.com, then pick them up at a CHANEL Watches & Fine Jewellery boutique. Enjoy a seamless, exceptional experience with personalised assistance from a sales advisor.
For more information, please contact CHANEL Customer Care via email, WhatsApp or phone.
Explore Watches and Fine Jewellery collections on chanel.com, then add a piece to your bag by clicking ‘Click & Collect’. Next, select the boutique where you’d like to pick up your order. Once checkout is complete, a page will appear with your order number, indicating that the order has been received, and a confirmation email will be sent. You will also receive an email when your order is ready to be picked up.
To pick up your order, you must bring a form of government-issued identification and the email confirming that your order is ready. Please see an advisor upon arrival at the boutique.
For more information, click here.
The following location offers Click & Collect:
Dubai Mall CHANEL Watches & Fine Jewellery boutique.
For hours and directions, visit the store locator.
Watches and Fine Jewellery orders are typically ready within 4 hours, subject to product availability. Please do not arrive at the boutique until you are notified that your order is ready for pickup.
If you haven’t received an update about your order, please check your ‘Spam’ and ‘Other’ email folders. You can also view the status of your order at any time by logging in to your account. If there is a delay with your order, you will be promptly notified. Should you have any questions or need further assistance, CHANEL sales advisors are available to answer all of your questions by email, WhatsApp or phone.
You will receive an email when your order is ready to be picked up. Once you do, you can visit the boutique any time during regular operating hours to pick it up. Please collect your order within 15 days. If you need more time, you can call the Dubai Mall CHANEL Watches and Fine Jewellery boutique at +971 4 382 7106. The boutique’s phone number can be found in your confirmation email or via the store locator.
Every order is prepared with the utmost care and presented in signature CHANEL Watches and Fine Jewellery packaging. Complimentary gift wrapping is also available upon request.
Once your order is ready for pickup, please collect it within 15 days. If you need more time, you can call the Dubai Mall CHANEL Watches and Fine Jewellery boutique at +971 4 382 7106. The boutique’s phone number can be found in your confirmation email or via the store locator.
If you are unable to pick up your order, you may designate someone to do so on your behalf. Call the boutique and provide that person’s legal name ahead of time. The delegated person must bring proof of identification as well as the email confirming that the order is ready for pickup. The boutique’s phone number can be found in your confirmation email or via the store locator. If you need more time, you can call the Dubai Mall CHANEL Watches and Fine Jewellery boutique at +971 4 382 7106.
Unfortunately, no changes can be made once an order has been placed. Please contact CHANEL Customer Care at 1.800.550.0005 to cancel your order, then place a new one on chanel.com for pickup at your preferred boutique.
Follow the instructions in the size guide to find the bracelet or ring that fits you best. If you have any questions or need further assistance,CHANEL advisors are available to answer all of your questions by email, WhatsApp or phone. For Click & Collect orders, pieces can be returned at the same boutique within 30 days of the pickup date.
For select timepieces, watch straps can be adjusted at a CHANEL Fine Jewellery boutique. Other styles will need to be sent to the CHANEL workshop. The ceramic bracelet of J12 watches must be adjusted by a CHANEL expert.
All fine jewellery pieces need to be sent to the CHANEL workshop for resizing. Please note, COCO CRUSH rings cannot be resized due to the quilted pattern.
For more information about resizing, you can view our jewellery or watches services online, contact us via email or WhatsApp, or book an appointment in boutique.
The following credit cards are accepted: Visa, Mastercard, American Express and Apple Pay. Anguilla, Antigua and Barbuda, Argentina, Aruba, Australia, Austria, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bolivia, Brazil, Brunei, Bulgaria, Cambodia, Cayman Islands, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Grenada, Guadeloupe, Guatemala, Guernsey, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Maldives, Malta, Martinique, Mexico, Monaco, Montserrat, Nepal, Netherlands, Nevis, New Zealand, Nicaragua, Norway, Oman, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russian Federation, St Kitts, St Lucia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Turkey, Turks and Caicos, United Arab Emirates and United Kingdom.
The following gift cards are accepted: American Express, Mastercard and Visa.
CHANEL gift cards can only be redeemed in CHANEL boutiques and are not redeemable on chanel.com. Also, all purchases made with a gift card are final.
The following digital payment methods are accepted: Apple Pay and PayPal.
The following payment methods are not accepted: CODs, personal cheques, money orders and international credit cards from countries not listed above.
For your security, your billing name and address must match that of the credit card used for payment, except for international credit cards. CHANEL reserves the right to cancel any order that does not meet these criteria.
Unfortunately, no changes can be made once an order has been placed.
Transactions are processed securely via Adyen or Payline, trusted payment platforms. Your banking information is never transmitted via chanel.com.
If you would like to cancel your order, please contact CHANEL advisors at +9718005500005. Please note, once your order is ready for pickup, it cannot be cancelled. You may return or exchange an item at the time of pickup.
Watches and Fine Jewellery pieces are only available for Click & Collect. Orders are typically ready within 4 hours, subject to product availability and approval.
To place an order, add a piece to your bag by clicking ‘Click & Collect’ and select the boutique where you’d like to pick up your order. Once checkout is complete, a page will appear with your order number, indicating that the order has been received, and a confirmation email will be sent. You will also receive an email when your order is ready to be picked up, and a sales advisor will be in touch to confirm the details.
To pick up your order, you must bring a form of government-issued identification and the email confirming that your order is ready. Please collect it within 15 days. If you need more time, you can call the Dubai Mall CHANEL Watches and Fine Jewellery boutique at +971 4 382 7106. The boutique’s phone number can be found in your confirmation email or via the store locator.
For more information, click here.
After you place a Click & Collect order, the total amount will appear as a pending transaction on your statement. Your payment method will be charged once your order is ready for pickup. You will receive an email when your order is ready.
For Click & Collect orders, you will receive an email when your order is ready for pickup at your selected boutique.
If you have a chanel.com account, you can view the status of your order by clicking on the profile icon and then ‘Orders’.
You can contact a Customer Care Advisor via email, WhatsApp or phone for information regarding your order.
For Click & Collect orders, pieces can be returned at the same boutique within 30 days of the pickup date. Items must be returned in their original condition. Items that have been altered or personalised are not returnable.
In case of an error with the content of an order, or a damaged or defective product, we kindly ask that you contact CHANEL Customer Care by emailing customercare.us@chanel.com within 28 business days of receiving your order.
A 5-year warranty is offered from the date of purchase for every CHANEL timepiece acquired after October 2022.
This covers any repairs to or replacements of the mechanical components in a CHANEL watch to ensure that it continues to function properly. Subject to appropriate use of the timepiece.
The warranty is only valid upon presentation of proof of purchase at a CHANEL boutique or authorised retailer.
All CHANEL Watches come with a Certificate of Authenticity.
Developed and assembled at the CHANEL Watch Manufacture in La Chaux-de-Fonds, Switzerland, CHANEL timepieces feature components that meet the most demanding technical quality standards of Swiss watchmaking.
Only products purchased on chanel.com through Click & Collect, in a CHANEL boutique or at an authorised CHANEL retailer are guaranteed to be authentic. Only authentic CHANEL watches are eligible for repairs.
CHANEL advisors are available to answer any questions you may have regarding this warranty.
Click here to learn more about CHANEL & moi, a bespoke programme designed to ensure the longevity of your piece.
For Click & Collect orders, you can purchase up to 1 copy of any given Watch/Fine Jewellery piece, 3 total Fine Jewellery pieces and 2 total Watches per order. If you would like to purchase more than 3 items, please visit your nearest boutique.
If you have any questions or need further assistance, please contact CHANEL Customer Care via email, WhatsApp or phone.
For Click & Collect orders, an invoice will be sent via email once your order has been picked up. If you have an account, you may also access your invoice by clicking on the profile icon and then ‘Orders’.
Unfortunately, it is not possible to obtain a tax refund for creations purchased via the Click & Collect service. Only creations purchased directly in a CHANEL boutique are eligible for a tax refund.
For more information about tax refunds, an advisor of the House is available to assist you at your CHANEL boutique. You can also contact an advisor via email or by phone at +9718005500005.