How to Arrange a Watch Repair
At TOKEI Works, every watch is individually inspected and carefully serviced. From your initial enquiry to the return of your watch, we aim to provide a straightforward and transparent repair process.
This sets the right expectations without making promises that may be difficult to fulfil.
1. Submit a Repair Request Form
Please submit a repair request form with information about your watch and the issues you have noticed.
After reviewing your request, we will usually ask you to provide photographs of the watch. Photos can tell us a great deal about its condition, including the manufacturer, approximate age, the section that may have a problem, and whether it is a particularly valuable or complicated model.
Based on the information provided, we will give you an initial estimate. If you are happy to proceed, we will provide you with the address to send your watch to.
Please note: We do not accept watches in person. Our work involves valuable and delicate timepieces, so we maintain a secure working environment and minimise interruptions to ensure we can concentrate on each repair. All watches must be sent to us by post.
Repair Request / Contact Us Specialist Watchmaker in Japan
2. Pack and Send Your Watch Securely
For domestic shipments within Japan, we recommend using Kuroneko Yamato, which we have found to be one of the most reliable delivery services based on our experience.
Please pack your watch carefully to protect it during transit.
Proper packaging helps minimise the risk of damage during delivery.
- Use a sturdy cardboard box with sufficient height to provide adequate protection.
- Wrap the watch securely in bubble wrap or use suitable protective packing materials.
- Fill any empty space with packing material to prevent the watch from moving inside the box.
- Do not send your watch in a padded/unpadded envelope or other packaging that offers insufficient protection.
Please also include a separate piece of paper inside the parcel with the following information:
- Your full name
- Your return address
- Your contact details (phone number or email address)
This is important in case the parcel is misdelivered, lost in transit or separated from its shipping label. Having your details inside the package will help us identify the sender and contact you if the parcel reaches us without sufficient delivery information.
3. Individual Inspection and Final Estimate
Once we receive your watch, we will inspect it individually, examining its external condition and checking its mechanical operation and functions.
We do not normally dismantle watches during the initial inspection. Disassembly carries risks, particularly with older watches, and there is always a possibility that a watch may not be able to be reassembled exactly as it was before. We may also encounter hidden issues, such as previous poor-quality repairs, parts fixed with adhesive, incorrect assembly or corrosion.
Based on our inspection, we will provide an estimate for the repair or servicing work.
Although we aim to keep the final cost within the estimated range, additional problems may become apparent once the watch is dismantled or during the repair process. These may require extra labour or replacement parts, which could affect the final cost.
We appreciate your understanding that such issues cannot always be identified before work begins.
4. Repair and Servicing
Once you have approved our repair estimate, we will proceed with the repair or servicing of your watch.
Depending on the watch and the nature of the work, we may ask for a deposit or security bond before starting. However, if the value of the watch is considered sufficient in relation to the estimated repair cost, we may waive this requirement. Whether a deposit or bond is required will be determined on a case-by-case basis.
Most watches are serviced within approximately one to two months, although the timeframe may vary depending on the condition of the watch, the complexity of the work and the availability of parts.
Once the servicing is complete, we will notify you of the final cost.
Payment of the remaining balance must be made by bank transfer to our Japanese bank account before your watch can be returned.
5. Return Shipping
Once we have received your payment, we will arrange to send your watch back to you.
We normally dispatch watches twice a week.
Please ensure that your return shipping details are correct when submitting your repair request.
6. One-Year Warranty
We provide a one-year warranty on our repair and servicing work.
The warranty covers problems related to our work, including issues that may have been overlooked during the initial inspection or that become apparent after servicing and testing.
However, the warranty does not cover problems caused by external factors or events unrelated to our repair or servicing work. This includes, but is not limited to, physical shocks or impacts, exposure to magnetic fields, accidental damage, improper handling, or any opening of the watch case after servicing, regardless of who performs it.
Please do not open your watch case after servicing.
Vintage and antique watches can be particularly sensitive to handling. Opening the case may allow dust or other contaminants to enter the movement. Delicate internal components can also be damaged or displaced by accidental contact, while the process of opening and closing the case can affect the movement’s condition.
Even a small amount of interference can cause problems with a delicate mechanism.
For these reasons, we strongly recommend leaving the watch case unopened. Any issues resulting from opening the case or handling the movement after servicing are not covered by our warranty.
If you experience any problems with your watch during the warranty period, please contact us before attempting to open the case or carry out any adjustments.
7. Shipping, Damage and Loss Responsibility
Damage or Loss During Shipping
Any damage or loss that occurs during shipping is the responsibility of the transport company, not TOKEI Works.
For domestic shipments within Japan, we use Kuroneko Yamato. Any compensation for loss or damage is subject to the transport company’s terms, conditions and compensation limits.
If a transport company is involved in the damage or loss, responsibility and any compensation claims will be handled through the relevant transport company.
Damage, Loss or Theft While in Our Care
Depending on the nature of the work, we may use different specialists, skills or work facilities to carry out certain repairs. In some cases, internal transfers of watches between our work locations or external specialists may be necessary.
Regardless of whether the work is carried out directly by TOKEI Works or by an external specialist, our responsibility for your watch extends throughout the process, including any necessary transfers.
In the unlikely event that your watch is damaged, lost or stolen while under our responsibility, our compensation is limited to a maximum of JPY 200,000 per watch. This limit applies to all cases of damage or loss, including total loss and theft.
The value of the watch will be assessed by TOKEI Works based on its estimated current market value. Sentimental value, personal attachment or memories associated with the watch cannot be included in this assessment.
Please also note that the compensation limit applies to the watch as a whole, including its precious-metal components. If the material value alone, such as the gold content of a solid-gold case or other precious-metal parts, exceeds JPY 200,000, the excess value is not covered by our compensation limit.
In the event of theft, any legal action or pursuit of additional compensation from the person responsible will be at your discretion. TOKEI Works will not undertake such legal proceedings on your behalf.
Repair Request / Contact Us Specialist Watchmaker in Japan