Service & FAQ

Dear customers and visitors of our website,
We are very happy that our repair and after-sale service is described by our customers as a customer-friendly, reliable and fast and is meanwhile known worldwide. Repairs of watches with expired warranty purchased from us or from our authorized retailers will be further accepted by us.

Please also take a closer look at the section warranty and repairs below.
In a repair / servicing case we would kindly ask you to get in touch with us before sending any watch to our address!

General information about us and our watch range

Does your AVIATOR watch have the name affix F-Series or starts with the serial number AVW? If so, please get in touch with the company Scorpio Worldwide in London. We cannot provide any service for these types of watches.

Yes, all of our watches are purchased directly from the manufacturers and are strictly inspected. Moreover, all of our watches are officially imported and duty paid.

Yes, all watch brands provide documents that confirm the authenticity. Depending on the manufacturer and watch series these could be certificates of authenticity, official watch passports or international warranty booklets.

Yes, our in-house watchmaker tests every watch for technical function such as operating deviations and operating accuracy.

No. Due to the vast amount of watch movement generations and production periods we cannot offer you individual parts. Though, we have a section with equipment like straps/bracelets and accessoires that match our watches.

Yes but only if you reside outside the European Union. We are required by law to collect VAT on orders shipped within Germany and other countries within European Union. For all orders dispatched outside the European Union German VAT (at present 19%) will be substracted from the total order amount.
There are two easy ways to browse our shop with tax-free prices before proceeding to the final page of the checkout:

  • New customers without an user account: Proceed to checkout and specify the country of destination in the mailing address. After that all prices will be indicated without VAT. You will notice the new price next to the shopping cart icon and at the final step of the checkout before making the payment.
  • Returning customers: After logging into your account the prices will be displayed tax-free immediately

Yes, please follow this link to download manuals and instructions: Link

Indication on back cover Indication on dial Hand-wasching, rain Showering Bathing, swimming Diving without equipment Diving with equipment
water resistance up to 3 bar - 3 ATM
water resistance up to 5 bar - 5 ATM 50m
water resistance up to 10 bar - 10 ATM 100m
water resistance up to 20 bar - 20 ATM 200m
water resistance up to 30 bar - 30 ATM 300m

No. GTLS (gaseous tritium light source) or trigalights are widely used by the watch industry. Little GTLS tubes are the ideal, longlasting and durable illuminants on small parts like dials and hands. Although Tritium is a radioactive element, the internal coating of the tubes absorbs almost 100% of the radiation and make them absolutely harmless to the watch carrier. Just imagine: The radiation which comes from a trigalight is just 1:2000 (0,05%) compared to the amount of radiation we receive from our environment each day. Above that, GTLS are produced at highest quality standards and permanent inspection. Vostok Europe watches are equipped with trigalights made by the Swiss company mb-microtec - a leader in its field.

The helium valve is a critical part to a diving watch. People who dive or work in deep waters have to go through a pressure compensation (decompression) in a special chamber upon surfacing. During this process the human body loses helium and, thus, adapts to the pressure above water. Watches that are designed to be fully operational in depths of up to 300m also need a way to decompress. As the process takes much longer than within a human body the case needs a helium valve to release the helium surplus. Without the valve the glass would burst from the case - destroying the movement or even hurting the carrier in worst case.
Lunokhod and Energia are famous series by Vostok Europe designed for divers and include a helium valve.

Yes we do. Please get in contact with us to check, if wholesale purchase in your country is possible through our company. In countries which have own distribution of certain watch brands we do not offer wholesale of corresponding watch brands.

Warranty and repairs

You can find the warranty service form here: Download service form
Please also take a closer look at the section How do I proceed with a warranty claim or request a paid repair? below.
In a repair / servicing case we would kindly ask you to get in touch with us before sending any watch to our address!

Yes, we provide a 2-year warranty on every sold watch by us and our authorized retailers. The warranty covers the movement of a watch and its function.
As we cannot identify whether the owner handles a watch with care or not the warranty does not cover:

  • Watch glasses/crystals
  • Straps/bracelets
  • Watch case
  • Damages that are results of users' negligence (e.g. lose hands because the watch was dropped to the ground)
  • Damages that occured from water leaks
  • Watches that have been opened by an unauthorized watchmaker before

 

No, the watch is perfectly fine. After a quick temperature change it might happen that you will see a mist on the inside of the glass. This does not mean that water leaked into your watch but rather that the air within the watch contains water molecules which condense on the glass surface. Depending on the ambient temperature and the size of the case the fog will disapper within a few minutes.

Please get in touch with us and keep your warranty booklet/certificate or purchase receipt ready.
If the product is still under warranty you bear the costs of the postage to us. Shipping back to you will be paid by us. After the watch is sent in our in-house watchmaker will examine it. If the watch has a damage due at your own fault, we will contact you as soon as possible.
After getting in touch with us please fill out our service form and enclose it to the watch. You do not need to send us everything your received with the watch like the original packaging or additional straps. For a fast process we only need:

  • The watch itself
  • The filled out service form (see below)
  • The warranty booklet OR a copy of the invoice.
You can find the warranty service form here: Download service form.

 

Yes. As an official German distributor for different watch brands we provide fair and reliable service for all of our represented brands. Most of the service parts and even watch movements are in stock and make repairs quick and easy. Due to a huge amount of movements, specifications and different years of production we cannot ship or sell the single parts. Therefore a remote diagnostics of a damage is also not possible.
Please get in touch with us before sending any watch to our address for repairs! We work hard to answer any request quickly.
You can find the warranty service form here: Download service form.

Since we offer great service to every customer and each watch/damage/request has to be handled individually we cannot indicate a flat fee before having received the watch. After receiving the watch we will provide a non-committal rough estimate for the repair and parts.You will only be charged the returning shipping costs, if the repair is not covered by warranty.
Please get in touch with us before sending any watch to our address for repairs!
After getting in touch with us please fill out our service form and enclose it to the watch. You do not need to send us everything your received with the watch like the original packaging or additional straps. For a fast process we only need

  • The watch itself
  • The filled out service form (see below)
  • The warranty booklet OR a copy of the invoice.
You can find the warranty service form here: Download Service Form.

 

Repairs are usually done within a period of 2 weeks after receiving the watch. In some cases this might take longer, especially during holidays or the Christmas time. In any case we will let you know after having examined the watch.

Depending on the crown there are a few simple tips:

  • Watches with a screw-down crown: Always ensure the crown is screwed-in completely.
  • Watches with a non screw-down crown: Make sure the crown is pushed down entirely.
  • Never remove the back cover or loosen the screws, if available.
  • Please also follow the directions in the manual or warranty certificate.

My order

Yes, we will shorten the bracelet to your desired lenght for free. Please use the comment field in the checkout to inform us about your wrist scope.

No, but all watches are shipped in nice original boxes that can be used as gifts.

Yes, all orders within Germany can be send to a DHL Packstation.

Please follow these instruction in order to enjoy your watch for a long time:

  • Protect the watch from impacts and shocks of any kind.
  • Do not expose the watch to extreme temperatures as this would affect the functionality of the single parts.
  • Take a close look at the care instructions issued by the manufacturer.
  • Mechanical watches should be carried on a regular basis. Long lay times may cause the clockwork to run unsteady.