FAQ
WATCHES
You can contact us so that we may assist you in your search.
We also invite you to visit the CHANEL FINE JEWELLERY Boutique of your choice where a sales associate will be available to answer any questions you may have.
You will find all our relevant 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 FINE JEWELLERY Boutique of your choice where a sales associate will be able to provide you with personalized recommendations about CHANEL creations 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 FINE JEWELLERY Boutique of your choice to discover more items and experience the universe unique to each collection. All pieces displayed on the website are subject to availability in your local boutique.
CHANEL gives 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 meters. 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 in 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 the 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 specialized Swiss companies. The manufacturing of high-tech ceramic is also integrated into the production process but is kept secret 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 personalized for CHANEL: CHANEL – AP 3125.
CHANEL has also partnered with APRP to create its Haute Horlogerie calibers and original movements, which it designs and creates in close collaboration: these include the Comète and Camélia calibers 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 CALIBER 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 years.
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 section.
CHANEL has become a master in the use of high-tech ceramic.
Made of zirconium dioxide powder 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 revolutionizing 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 color 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 Jewelry 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 Watches collections is available exclusively at CHANEL Watches & 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 173 New Bond Street, London, W1S 4RF boutique.
You can contact us so that we may assist you in your search.
We also invite you to visit the CHANEL FINE JEWELLERY Boutique of your choice where our sales associates are at your disposal for a personalised appointment.
For all press enquiries please contact: uk.pressoffice@chanel.com
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To receive the catalog for our collection, we invite you to visit the CHANEL Fine Jewellery Boutique of your choice.
CHANEL watches are available exclusively in CHANEL Boutiques, as well as at a limited number of exclusive watches and jewellery authorized 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, JPY, CHF and GBP) and bank transfer.
If you are paying in cash, there may be additional regulatory requirements in the UK. All sales are subject to the terms and conditions printed on the invoice.
We invite you to visit a boutique where one of our sales associates will be able to answer any questions you may have, or contact us.
If applicable, you can receive a tax refund form 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 Airport terminal, or at your last exit point from the European Union.
The validated tax refund export sales must be submitted to the partner of our tax refund service provider (PREMIER TAX FREE).
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 customize your watch by engraving a name or a message on it.
For more information about this service, please visit the CHANEL Boutique or authorized 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 jewellery that you wish to exchange to the CHANEL Boutique of your choice (Store Locator) in the country of purchase, unworn, in a re-sellable condition, in its original packaging and accompanied by the original receipt and tax refund export sales form where applicable.
You have 14 days from the date of purchase to return it in United Kingdom. If you do not return the product within the original country of purchase, contact us for more details on our international return policy.
Please note that you cannot return purchases made in United Kingdom if the tax refund export sales form has already been validated by customs.
CHANEL watches have passed the most rigorous reliability tests devised by the Swiss watchmaking industry. They are guaranteed against all manufacturing defects from the date of purchase/ marked by the CHANEL-authorised retailer on the International Guarantee Certificate.
/2-year warranty for all watches purchased before 1 October, 2022. 5-year warranty for all watches purchased from 1 October, 2022 onwards, as well as J12 Calibre 12.1 and 12.2.
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 authorized CHANEL retailer exposes your watch to the risk of serious damage.
To find the CHANEL FINE JEWELLERY 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 FINE JEWELLERY Boutique or authorised CHANEL retailer of your choice for repair.
To find the CHANEL FINE JEWELLERY Boutique nearest you, please refer to our Store Locator section or contact us.
To change the bracelet or strap of your CHANEL watch (depending on model characteristics), please visit the CHANEL Boutique or authorised CHANEL retailer of your choice.
To find the CHANEL FINE JEWELLERY 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 FINE JEWELLERY 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 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.
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 personalized assistance from a Sales Advisor.
For more information, please contact CHANEL Fine Jewellery by calling 020 7499 0005, Monday - Saturday from 10am - 6pm, or via email at watchesandfinejewellery@chanel.com.
Explore Watches and Fine Jewellery collections on chanel.com, then add a piece to your bag by clicking “Click & Collect.” Once your payment has been made, a confirmation page will appear with your order number, indicating that your order has been received. A confirmation will also be sent to you by e-mail.
All Click & Collect orders can be collected from the flagship boutique at 173 New Bond Street, London, W1S 4RF. You will need to show proof of ID alongside your order confirmation notification.
The following locations offer Click & Collect:
173 New Bond Street
London
W1S 4RF
For hours and directions, visit the store locator.
Watches and Fine Jewelry orders are typically ready within 2 – 5 business days. Subject to product availability and approval. 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, please contact CHANEL Fine Jewellery by calling 020 7499 0005, Monday - Saturday from 10am - 6pm, or via email at watchesandfinejewellery@chanel.com.
You will receive an email when your order is ready to be picked up. Once you do, you can visit the boutique anytime during regular operating hours to pick it up. Please collect your order within 30 days. 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.
Once your order is ready for pickup, please collect it within 30 days. 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. Email the boutique at watchesandfinejewellery@chanel.com and provide that person’s legal name ahead of time. The delegated person must show proof of ID alongside your order confirmation email. The boutique’s phone number can be found in your confirmation email or via the store locator.
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, please contact CHANEL Fine Jewellery by calling 020 7499 0005, Monday - Saturday from 10am - 6pm, or via email at watchesandfinejewellery@chanel.com. Pieces can be returned or exchanged at the boutique within 28 days from the date of receipt.
Select timepieces can be adjusted. To learn more about the resizing service on jewellery and on watches.
For more information, speak with a Sales Advisor or book an appointment at a boutique.
The following payment methods are accepted:
- MasterCard
- VISA
- American Express
- Maestro
- China Union Pay
- JCB
- Diners Club
We do not accept: CHANEL Gift Certificates purchased in a boutique, personal cheques or postal orders.
Unfortunately, no changes can be made once an order has been placed.
Payments are made via the secure server of our partner, Adyen, a recognised payment operator. None of your banking information is transmitted via the website, so payment by credit card is completely secure.
Contact the boutique team by emailing watchesandfinejewellery@chanel.com or by calling 020 7499 0005, Monday - Friday, 10am - 6pm.
Watches and Fine Jewelry pieces are only available for Click & Collect. Orders are typically ready within 2 – 5 business days, 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 your payment has been made, a confirmation page will appear with your order number, indicating that your order has been received. A confirmation will also be sent to you by e-mail.
You will need to show proof of ID alongside your order confirmation notification. Please collect it within 30 days. The boutique’s phone number can be found in your confirmation email or via the store locator.
Your payment method will be debited when your order is ready for collection. You will receive an email and text message from us confirming when your order is ready for collection.
For Click & Collect orders, you will receive an email when your order is ready for pickup at your selected boutique.
You can contactcontact CHANEL Fine Jewellery by calling 020 7499 0005, Monday - Saturday from 10am - 6pm, or via email at watchesandfinejewellery@chanel.com.
You can return all part of your order within 28 days from the date of receipt.
Simply complete the return form (enclosed with your package) and return the products to us, unopened in their original and unaltered condition, within their original packaging. Please be aware that we are only able to accept refunds of pieces in store at: 173 New Bond Street, London, W1S 4RF. Returns are not available via any alternative method and will not be accepted at any other retail outlets that sell CHANEL products.
We are only able to accept refunds for pieces that are unworn, in their original packaging and in perfect resellable condition, and that:
• Have not been worn, used or altered.
• Have not been engraved or modified at your request.
• Is not a unique piece.
Please note that, due to hygiene reasons, you do not have the right to return earrings unless the products are faulty.
If the conditions above are met, you will be refunded for returned goods.
You are also able to inform us of your return request before returning the goods by contacting the 173 New Bond Street boutique; indicating the items and quantities returned, your name, address, order number and, if you are able to do so, your phone number and email address.
In case of an error with the content of the order, or a damaged or defective product, we kindly ask that you contact CHANEL 173 New Bond Street at 020 7499 0005, Monday - Saturday from 10:30AM - 5:30PM or via email at watchesandfinejewellery@chanel.com within twenty-eight (28) business days of receiving the order.
We invite you to consult the complete returns procedure in the general Terms & Conditions of Sale available on www.CHANEL.com.
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 authorized 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 authorized 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 program designed to ensure the longevity of your piece.
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.”
*Suggested retail price. More information