Customer Service - Frequently Asked Questions

People who possess a Vacheron Constantin watch sometimes have questions about their watch, its use, maintenance, etc. And since each question merits our attention, we invite you to consult a selection of our most frequently asked questions.

Authenticity

All creations come with a unique, non-reproducible Certificate of Authenticity. 

Only a meticulously detailed analysis of your watch by one of our specialized watchmakers at our manufacture in Geneva can confirm whether your watch is authentic or not. A Certificate of Authenticity may be requested at this time. However, you can also visit one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers to receive sound advice.

Boutique Finder

You can entrust your watch to one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers, and they will send it to our Manufacture in Geneva. Likewise, we invite you to contact our Concierge Service, which will provide you with all the information you’ll need and calmly assist you with this process. This certificate includes a technical and aesthetic description of the characteristics of your watch and indicates its year of manufacture. This document will be issued only after a physical examination of your watch by experts from our Heritage Department.

Certificate of Authenticity

Maintenance

Your Vacheron Constantin watch has been designed to provide you with years of exceptional timekeeping performance.

To synchronize your watch, we strongly recommend that you refer to the user manual provided with each model. In addition, a “Function Adjustment” service is offered free of charge in our exclusive Vacheron Constantin Boutiques.

For calendar watches with correctors, we recommend that you avoid performing manual adjustments using the correctors between 9 pm and 3 am, to avoid pushing too hard on the internal components and damaging the mechanism. By systematically adjusting the watch at 6 pm, you can make all the calendar corrections without risk before setting the correct time.

Should this happen, we invite you to visit an exclusive Vacheron Constantin Boutique or a Service Center to perform a diagnosis. 2 options are available:

- If the watch runs fast, this might indicate that it was exposed to a magnetic field. In this case, you just need to visit an exclusive Vacheron Constantin Boutique to have the watch demagnetized and the time reset.

- If this operation doesn't fix the problem, your watch may need adjusting or additional service.

We recommend that you first consult the user manual for your watch. If your watch is wound but still doesn't work, we recommend that you visit an exclusive Vacheron Constantin Boutique or consult the “Repair your Vacheron Constantin Watch” section.

Repair your watch

Your Vacheron Constantin watch is a rare and precious timepiece. It thus contains mechanical components that require regular cleaning and lubrication, which should be performed every 3 to 5 years for manual or automatic mechanical watches, and 6 to 7 years for quartz models.

This is to prevent premature wear and ensure its long-term operation. It's thus important to provide it with the best care possible. Incidentally, our watchmakers apply less than a gram of lubricant to the entire movement.

Vacheron Constantin watches require regular maintenance to ensure proper operation. This includes cleaning and adjustment, restoring proper relubrication, which minimizes the wear of components subject to friction and preserves the longevity of the mechanism.

We thus recommend that a “Full Service” be performed every 3 to 5 years for manual and automatic mechanical watches and every 6 to 7 years for quartz models. Please keep in mind that the more complications and components a watch has, the greater the need to have frequent maintenance performed on it by our master watchmakers.

To replace the battery, we invite you to visit one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers. This service is offered at our Vacheron Constantin Boutiques.

Boutique finder

If you notice condensation under the glass, we invite you to take your watch to one of our exclusive Vacheron Constantin Boutiques or an authorized Vacheron Constantin Service Center as soon as possible. In fact, any humidity present can deteriorate the internal components of the watch.

We recommend regular checks (every 1-2 years), at an exclusive Vacheron Constantin Boutique or an authorized Retailer in order to prevent water or humidity from infiltrating and damaging your watch. A water-resistance test is offered free of charge at Vacheron Constantin Boutiques equipped with a watch service center. Please note that a watch’s water resistance cannot be guaranteed indefinitely:

-Water-resistance joints are subject to natural aging and are altered by variations in temperature and contact with certain commonly used products (cosmetics, solvents), which modify their original characteristics.

-Antique watches designed to be water resistant, by virtue of their age, natural wear from being worn, and various successive polishes, may have permanently lost certain properties essential to guaranteeing water resistance. It is thus important to wear them accordingly.

-In order to protect the internal components from potential infiltration, it is essential that the crown and push-pieces always be pressed up against the case, notably after setting the time or watch functions.

-For models designed with a crown and push-piece(s) that can be screwed, the specific water-resistant features only apply when they are firmly screwed down to the case.

-Striking timepieces, such as “minute repeater” models, by virtue of their design, are not water resistant.

-Water resistance is not guaranteed in the event that the crown or push-pieces are used underwater.

Aesthetics

An engraving is certainly possible on most models provided that the there is sufficient space available on the case back. This service is provided when purchasing a new watch at one of our exclusive Boutiques or one of our authorized retailers. You can also talk to one of our Customer Service representatives for more information.

It is always possible to change a leather strap. Depending on the color desired, we can offer you a strap from our collection or design you a custom strap. You can also choose a new strap online and order it by phone. Discover the selection on our strap care page. 

Strap care

Leather is a natural and delicate material. In order to preserve its beauty and longevity, we recommend that contact with water and other products such as solvents, oils and cosmetics be avoided.

Perspiration and direct and prolonged exposure to intense light can also negatively affect the aesthetic uniformity and durability of the leather. We recommend replacing a leather strap every 2 to 3 years depending on how frequently it is worn. However, you should change it as soon as the first signs of wear appear.

If you have any doubts, don't hesitate to request assistance at a Boutique.

We offer extension links for the vast majority of our models. To add or remove links, we invite you to visit one of our exclusive Boutiques or one of our authorized retailers.

To change a link, we invite you to visit one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers.

To change or clean your watch strap/bracelet, we invite you to visit one of our exclusive Boutiques, Service Centers, or authorized retailers. You can also choose a new strap online and order it by phone.

Discover the selection on our strap care page. 

Strap care

It is certainly possible to replace your buckle/clasp. To do this, we invite you to visit one of our exclusive Boutiques, Service Centers, or authorized retailers.

Yes. To have your bracelet or watch polished, we invite you to visit one of our exclusive Boutiques, Service Centers, or authorized retailers.

The 4 C's stand for cut, clarity, carat, and color.

All of our diamonds are carefully selected to meet the highest of standards, and all diamonds over .2ct are Gemological Institute of American (GIA) certified.

Service

We offer repair and/or restoration services for our creations. A physical inspection of the piece will be completed by our watchmakers/jewellers, and a repair estimate will be issued for your approval prior to service.

For watches such as the perpetual calendar models, the functions can be adjusted at our Boutiques. This operation is essential if the watch has been stopped for some time and the calendar data is out of date.

Absolutely. Watches are covered by a warranty (2 years) starting from the purchase date.

Absolutely. Repairs and full servicing of your Vacheron Constantin watch performed at our Service Centers or authorized Boutiques are covered by a 2-year warranty starting from the date the work was performed. This includes all the services performed and components replaced.

Our Concierge Service is available 24/7 on our website. Of course, you can also contact us through our exclusive Boutiques or authorized retailers.

This is an excellent idea, and we recommend that you make an appointment if you wish to examine a specific timepiece. To do this, feel free to contact the Boutique directly or our Concierge Service.

Boutique finder

This obviously depends on the way in which you use your watch on a daily basis. However, we would strongly recommend that your entrust your watch to an authorized Service Center every 3 to 4 years for complication models, every 4 to 5 years for mechanical models (automatic or manual), and every 6 to 7 years for quartz models.

Only work performed in one of our authorized Service Centers is covered by our warranty. To have your watch repaired, we thus invite you to contact your exclusive Boutique, Service Center or authorized retailer.

If you wish, our Concierge Service can assist you with this process. For further information, please go to the “Repair your watch” section.

Repair your watch

To familiarize yourself with the service process, please consult the “Full Service” section.

Full service

To see the rates for all our services, please consult the “All Services” section.

All Services

If the servicing is to be performed locally, within 3 days. If the servicing has to be performed in Geneva– particularly for vintage watches or grand complications– the time will be determined by the Service Center.

Since each service is personalized and separate, you will be informed in writing of the repair time required for your watch once it has been physically examined. The watches from our collections are repaired within 4 weeks’ time. For other watches, you will be notified of the repair time by your Service Center.

To find out the status of your repair, please contact the Boutique or authorized retailer where you registered your watch.

Your creation has been crafted with the utmost care and precision; however, should a diamond come loose, kindly visit your nearest Boutique. Alternatively, we invite you to contact our Concierge Service (+44 208 585 1755 or +41 22 580 1755 from Switzerland).

Always

AT YOUR SERVICE

Our concierge is available to answer any questions or provide personalized advice

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