Start the repair service
Using our repair service by mail is very simple. You will only need to follow these few steps:
- 1. Select your country of residence from those available in the dropdown menu and click the "Go to form" button.
- 2. You will be redirected directly to the checkout page, where you can enter all your personal information needed to process the shipping label.
- 3. Provide some additional information about your watch and the defect you have noticed (e.g. broken glass, detached hands, damaged strap, malfunction). You can also attach one or more photos.
- 4. Choose your preferred payment method, confirm the order and wait for your shipping label.
- 5. Within 24h/48h you will receive the purchased label at your email address: you will need to use it to send your watch to our repair center.
To view the order in your account you must be a registered User and have logged in during checkout.
You can also confirm the order without registering on the website; in this case, all information related to the order will be sent to you by email.
Order confirmation is sent to the email address you provided when you made the payment.
Shipping label will be sent to your email within 24h/48h.
If for any reason you placed an order without receiving the confirmation email or if you don't receive the label within the expected time, contact our Customer Service.
In order to be able to quantify the cost of the repair, we need to receive the watch at our service center. Once delivered, it will be immediately evaluated by our technicians with maximum precision and transparency, and you will receive a written estimate via email with an estimate of the time needed to carry out the repair.
- - In case the amount of the estimate is less than 60 euros, you don't have to do anything else: we proceed with the work and only at the end we will contact you for payment.
- - If the amount of the estimate is over 60 euros, you will need to respond to our email to confirm the repair: we will also ask for payment only at the end of the work.
The return shipping of the watch will not cost you anything because it is a free service offered by us. Even in the case where you decide to reject our repair quote, you will not have to pay any cost for the re-shipping of your watch.
With us you only pay one shipping fee.
Do not worry, we are professionals in the field and our goal is to leave you satisfied. If upon returning your watch there is anything that does not satisfy you, you can contact our Customer Service by email and together we will find the right solution.
All our repairs are covered by a 12-month legal warranty: if the problem has not been resolved, if it reappears in the same way, or if, more simply, we have made a mistake, we will take care of the new repair free of charge, returning the product to you at our expense. For more information on how the legal warranty works, we invite you to review the dedicated section "Warranty on the intervention".
Yes, you can request our assistance for more than one watch. In this case, it will be sufficient to indicate the number of pieces shipped in the appropriate field of the online form during checkout. No additional charge is applied to the shipping label cost; however, remember to respect our dimensional and weight limits for individual packages.
The cost of the repair is to be considered per single watch shipped: the amount of the quote, below or above 60 Euro, will be applied individually to each piece received.
Payments
Our mail-order repair service requires two separate payments.
- - With the first payment you will purchase a shipping label, which you can use to send the watch to our service center.
- - The second payment will be requested at the end of the repair work; you will only pay once the work is completed. The return shipping is always free, we provide it for you.
We accept various payment methods and you can choose the most convenient one based on your needs:
- - PayPal
- - Credit card
- - Bank transfer
Over time we may add other payment options; in any case they will always be secure and traceable methods. Your security is our priority.
Shipping
Tiku's repair service is based on our own platform www.chronofix-tiku.eu
The website has been structured to allow you to purchase a prepaid shipping label starting from the selection of your country of residence: you will then be immediately redirected to the checkout page, where you will have to enter the necessary data for processing the label and you can fill out an online form providing us with some simple information about your watch.
Once the repair is completed, the watch will be sent back to you at our expense, you will not have to pay the return shipping costs.
The shipping label will be sent to you by email within 24h/48h and all you have to do is package the defective item and ship it to our service center. In a few days you will receive via email our written estimate with the time required for the repair.
We have contracts and have been collaborating for years with all the most important express couriers: UPS, DHL, FedEx, BRT, DPD and Poste Italiane.
The choice of courier depends on many factors and the best transporter will be selected each time according to your city of residence. Very fast deliveries are always guaranteed, even though delivery times may vary depending on your country of residence and the time of year.
It is not necessary to follow a fixed standard for packaging the watch to be shipped. You are free to package it as you see most appropriate, but remember that the package has to travel and couriers are not always gentle during transport. It is therefore essential to protect the product adequately.
- - Use suitable material such as bubble wrap or styrofoam.
- - The outer box is also important, make sure it is of good quality and close it using packaging tape.
- - Finally, remember to attach the shipping label in a visible position, preferably inserted inside a transparent envelope. At this point the package is ready, you will only have to hand it over to the courier at the pickup point closest to you.
Yes, our shipping label has weight and size limits. Our service allows the shipment of medium-small sized packages: if you need to send one or more wristwatches, you will not need to use a large package; it is also not necessary to send the watch box, it is sufficient to protect it with suitable packaging material that is safe.
The standard package size to refer to is 16 cm x 16 cm x 16 cm, with a maximum weight of 1 kg. You can ship packages of slightly different sizes, but make sure you do not exceed our measurements. If you need to ship a heavier and/or larger package, contact us before shipping and we will find the right solution together.
Certainly, it is possible to purchase a paid insurance coverage at the time of buying the label. During the checkout process, you will find a specific section where you can choose from various insurance limits. The different tiers help you select the price range within which your watch falls. Remember that the value you select represents the maximum refundable amount in case the package is lost, stolen, or damaged during shipping. In such cases, you will need to file a missing shipment report with the carrier and attach a series of documents to prove the value of the shipped item (for example, a purchase invoice or a photograph with your sworn statement). It will be your responsibility to provide us with these documents; without them, the courier may refuse to refund the item.
Your watch is a used and worn product, whose value will never match the amount paid at the time of purchase; consider this when selecting the insurance coverage.
No, there is no obligation. If you decide not to subscribe to the optional insurance coverage it will be sufficient not to select it during the checkout process.
The couriers we use are very reliable and the percentage of defects in deliveries is really very low; however, we will not be able to issue any refund in the case in which a package is lost during transport and lacks insurance. In these cases we will only be able to refund you the cost of the label purchased; no compensation is provided for the shipped product, even if its value is proven through documentary evidence.
Yes, you will be able to insure the shipment up to a maximum amount of 500 Euro. Moreover, several lower amount ranges are provided, and you can select the one most suitable according to the actual value of your watch. If you need to ship a more expensive product, you can still contact our Customer Service to find the right solution.
Yes, all our shipments are trackable. A unique tracking number is always generated that you can use for online tracking, checking the delivery status of your package day by day.
If the courier loses a package, it is necessary to initiate a search procedure, which generally lasts a few weeks. We will do everything for you: we will contact the carrier and provide all documentation needed to process the claim. We might need additional supporting documents: in this case we will contact you by email asking you to provide what is required. It is very important to respond quickly, as the procedure has very tight deadlines that must be strictly respected.
When the procedure is closed, we will contact you to inform you of the outcome and issue a credit for the label cost and, if applicable, a refund based on the insured amount and the actual value of the lost item.
Repair timelines
Our goal is to carry out every repair in the shortest time possible, however this is not always possible: each job is different from another and intervention times can vary greatly depending on its complexity and the availability of spare parts. On average, standard repairs are completed within 20 working days from the confirmation of the quote.
Yes, we will communicate an approximate estimate of the time needed to repair your watch in the confirmation email for receipt of the product, together with the written quote. Remember that this is an approximate estimate and that the time needed to complete the work might be longer. We will always keep you updated on the progress of the work and in case of significant delays we will inform you in a timely manner.
Guarantee on the intervention
We carry out every repair intervention with the utmost care and carefully check the watch before sending it back to you. However, if you experience any functional defects, you don't need to worry because the work performed is covered by a legal guarantee of 12 months, starting from the day the watch is returned after repair, for defects relating only to the intervention carried out.
The guarantee covers exclusively repair errors and/or malfunctions arising from them. If you send us the product during the guarantee period, we will repair it at no additional cost to you. After the guarantee expiration date, however, repairs will be subject to service costs that we will recalculate based on the actual condition of the watch.
The guarantee is void in any case if our first repair has been tampered with by unauthorized third parties and without prior written consent.
All damage, defects caused by improper or inadequate use of the watch, for example impacts, falls, contact with water/fire. Damage or defects caused by unauthorized modifications or repairs.
All aesthetic changes related to normal use and aging of the watch, such as scratches on the glass/case, strap or plating wear. In general, the warranty does not cover: battery replacement, glass, crown or strap breakage.
In case you need to use the warranty for a repair, you will have to contact us by email and provide us with more information. We will assess the damage and, if we consider it covered by the legal warranty, you can send us the watch for free repair.
The shipping costs are your responsibility: you can choose the courier and the shipping service. The package must include your name and, preferably, the order number of the first repair.
Once we receive the watch, it will be repaired and sent back to you at no additional cost.
This is the address for warranty repairs:
- Marino Antonio Schiavone
- Via Lorenteggio, 155
- 20146 Milano (MI)
- Italy
Our goal is to offer you a transparent and quality service: for any doubts or issues, our Customer Service is always available via email.