Louis Erard Frequently Asked Questions

Frequently Asked Questions (FAQ)

SECURITY

Is it Safe to Purchase with Louis Erard?

Absolutely – you are always completely safe when purchasing with Louis Erard! We guarantee the sale of 100% authentic, unworn timepieces, and all of our watches are delivered in their original packaging. You will also receive an official warranty card which entitles you to our international warranty.

The Visa and MasterCard Secure Code payment method uses a secure password protection feature, to ensure the best possible data security for your online credit card purchases.

Pay securely with PayPal. Your bank data is protected with the latest encryption standards when you use your PayPal account, and you will not be required to enter any of your card details directly. PayPal also provides additional customer protection, for extra safety.

All data is transferred via SSL (Secure Socket Layer) on our website. Your personal data, including your address, login information, and payment details are encrypted via SSL. We use an SSL-certificate with an SSL 3.0 encryption, as well as an encryption length of 2064-bit RSA and 256-bit AES.

Worldwide shipments are free of charge, tracked and fully insured up to a value of CHF 25,000. You will also receive a tracking number the moment your package has been dispatched for delivery. If you require any further information with regards to shipping, please feel free to contact our Customer Service Team at – info@louiserard.ch

Warranty: All brand new watches come with our 3-years international warranty. You will receive an official warranty card, and this will enable you to visit any worldwide authorized concessionaire, should you encounter a warranty issue within the warranty period. 

Money back guarantee: If for any reason you are not thoroughly satisfied with your purchase, you are able to return your watch for a full refund within 30 days of receiving it. Simply let us know of your wish to return within these 30 days at info@louiserard.com, and we we will arrange for the collection of your item at no cost to yourself. Once your item has been returned to our concessionaire, you will be refunded the full amount for your order. Please note that your order must be returned in a new, unworn condition.

 

Is my Data Secure with info@louiserard.com?

All data is transferred via SSL (Secure Socket Layer) on our website. Your personal data, including addresses, login information, and payment details are fully encrypted via SSL. We use an SSL-certificate with an SSL 3.0 encryption as well as an encryption length of 2064-bit RSA and 256-bit AES. Please be assured that we do not forward your information to any third parties. Further information regarding how we handle your user data can be found in our privacy policy.

ORDERING

Do I have to Register to Place an Order?

We ask all customers to register with Louis Erard, to ensure that all order updates are safely received. All we need is your name, home address, email address, and a password of your choice. It then only takes a few simple steps for you to place your order, however should you have any questions regarding the registration or ordering process, please contact our Customer Service team, and we will be more than happy to help you!

How do I Place an Order with Louis Erard?

Very easily! Once you have chosen your watch, click the “Add to Cart” button and then “Proceed to Checkout”. If you have not yet registered with us, at this point you will be asked to fill in all fields marked with an asterisk *. At the final part of the ordering process, you will be required to select your preferred payment method, and to review your information for any inaccuracies. Once you have placed your order, you will shortly receive an order confirmation email that includes the full details of your purchase. If you have not received this within 30 minutes of your order, please check your email junk inbox folder, or contact our Customer Service Team for further help.

How can I contact Louis Erard?

Our Customer Service team will be happy to assist with any questions you may have about Louis Erard, our products, registration, delivery information, or any other queries you may have. Just let us know!

Louis Erard Customer Service

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PAYMENT

Which Forms of Payment are Available?

We offer the following payment options at Louis Erard:

Pay securely with Visa or MasterCard credit cards. Your payment transaction is protected by an additional two-step password protection service, provided by both Visa and MasterCard Secure Code. This provides you with the best possible credit card data security for your purchase.

PayPal covers you with optimal online buyer protection. With a PayPal account, your bank data is protected by the latest encryption technology, so there is no need to enter your card details directly. You will be redirected to our webpage to complete your order after the authorization of your purchase.

Pay quickly and securely with TWINT, there is no need to enter a complicated card number. You can make payments easily in a matter of seconds using your smartphone via QR code. Open the TWINT app and point your camera at the QR code that you see. Or enter the short code in the TWINT app that is displayed.

 

Can I View Your Watches in a Retail Shop?

Yes. You can see a non-exhaustive list of our retailers on this website. Do not hesitate to directly contact us to find your nearest retailer or service center at: info@louiserard.com

INTERNATIONAL ORDERS

Can I order a watch outside of Switzerland?

We deliver FREE OF CHARGE to all countries covered by UPS (https://www.ups.com).

*When you order a watch and give a delivery address outside of Switzerland, VAT will be deducted at the checkout stage. After the watch has been exported, the domestic VAT for the value of the goods (without 7.7% Swiss VAT) will need to be declared to the appropriate authorities within your country, or to the transport service provider. Further information concerning import regulations can be obtained by your local customs authorities.

For deliveries outside of Switzerland that feature a genuine crocodile or alligator leather strap, please contact us at our Customer Service Team on info@louiserard.com for further information.

Will VAT be Deducted From Orders Placed Outside the EU?

When you order a watch and choose a delivery address outside of Switzerland, the VAT on your purchase will be automatically deducted at the checkout stage. Once the watch has been exported, the domestic VAT for the value of the goods (without 7.7% Swiss VAT) will need to be declared to the appropriate authorities within your country, or to the transport service provider. Further information concerning import regulations can be obtained by your local customs authorities.

Are Customs Clearance Fees Included in the Shipping Costs for deliveries outside of Switzerland?

We will ensure that the relevant customs documents are included alongside your delivery. Your package will be prepared for a smooth customs process, with a fully completed customs declaration. Please note that any customs fees incurred in your country of residence will not be covered by Louis Erard. Please contact your local customs office for more information regarding any charges you may incur.

Do Customs Duties Have to be Paid for Deliveries in Switzerland?

No, custom duties do not have to be paid for deliveries within Switzerland, and the Swiss VAT is included in the price shown at the checkout stage.

DELIVERY

How Long Does it Take for Delivery, and What are the Shipping Costs?

Each item has its own estimate delivery time frame, which you can view on the product’s page and worldwide shipments are free of charge.

Which Delivery Company Is My Order Shipped With?

All orders are securely delivered via UPS (international orders) or Swiss Post (orders from Switzerland).

Can I Track the Status of My Order?

Of course! As soon as your package has been dispatched for delivery, you will receive an email containing your delivery tracking number. This will enable you to safely follow the progress of your delivery.

Is My Package Fully Insured Against Damage and Theft?

Please be assured that your package is fully insured up to a value of CHF 25,000 against any damage or theft that may occur during shipping. However in the unlikely event that you encounter any issues regarding your delivery, please do not hesitate to get in touch and we will be happy to assist you.

Up to What Amount is my Delivery Insured?

All orders shipped to addresses within and outside Switzerland will be fully insured up to a value of CHF 25,000.

Where is my Order Shipped From?

All orders are delivered from our headquarters in Switzerland.

GUARANTEE

How to Use your Warranty Card

Am I Covered by a Warranty When I Purchase a Watch on Louis Erard?

All our watches come with our international 3 years warranty. You will receive an official warranty card, and this will enable you to visit any worldwide authorized concessionaire should you encounter a warranty issue with your timepiece within the warranty period.

What Services are Covered by the Warranty?

Repair and maintenance is carried out by Louis Erard in the case of faults or defects covered under the manufacturer’s guarantee. Please note that everyday wear is not covered by the warranty.

Is the Manufacturer's Warranty Valid Worldwide?

Yes, every timepiece offered by Louis Erard features a 3 years warranty, and this will be valid at any worldwide authorized concessionaire.

What Happens in the Event of a Warranty Case?

In the event that you encounter a warranty issue with your timepiece within the warranty period, please contact your local authorized concessionaire to have your item inspected and repaired under the manufacturer’s warranty. Please also remember to bring along your official Louis Erard warranty card during your visit.

What Documents Will I Receive with my Watch?

Every watch is dispatched in its official box along with its warranty card and all its additional accessories and documents.

RETURNS

Can I Return my Order?

If you are not thoroughly satisfied with your order, simply let us know by email at info@louiserard.com within 30 days of the reception of your item. We will arrange for a courier to collect the item free-of-charge, and once the timepiece is back at our concessionaire and they are happy with its condition, we will issue you a full refund for your purchase. Please note that Louis Erard is unable to refund any bank charges or currency conversion fees you may have incurred from your card provider. Please also note that we will only be able to accept returns in the same condition as received, and failure to do so may result in a fee, or a rejection of your return.

How Does the Refund Process Work?

As soon as we have received your request of cancellation by email at info@louiserard.com within 30 days of the reception of your watch, we will collect the item from you at no cost to yourself. Within the next 14 days you will be refunded the full purchase price via the original payment method. The returns and refund process is completely free-of-charge.

Will I Incur any Delivery Costs for Returning My item?

No, the return delivery costs are entirely covered by Louis Erard. However, we can only accept your request of cancellation via email within 30 days of the reception of your watch.

AUTHENTICITY AND ORIGIN

Where do the Watches Come From?

All the watches come directly from our headquarters in Switzerland.

Are All Watches that Louis Erard Offer Authentic?

At Louis Erard, we guarantee the sale of 100% authentic, brand new watches. All watches are shipped in the original packaging with their corresponding warranty card.

What's the Best Way to Stay Up to Date with Louis Erard News and Offers?

By joining our mailing list, or by following us on Facebook and Instagram!

LOYALTY PROGRAM

When will my Louis Erard Points expire?

All Louis Erard Points are valid until 31st December the year after your purchase. When you get new Louis Erard Points, the expiry date of all your Louis Erard Points will be extended for another 12 months.
As an example, if you receive Louis Erard Points in June 2021, they will be valid until 31st December 2022. In case you get more Louis Erard Points in 2022, the expiry date of all your Louis Erard Points extends to 31st December 2023.

I purchased a Louis Erard watch and received a reward code. How long can I redeem it in the Louis Erard Loyalty Web App?

All reward codes that you receive between 1st November and 31st April are valid until 30th June. All reward codes that you receive between 1st May and 31st October are valid until 31st December.

I redeemed my Louis Erard Points for a voucher code. How long is the voucher code valid?

All voucher codes that you get between 1st November and 31st April are valid until 30th June. All voucher codes that you get between 1st May and 31st October are valid until 31st December.

I did not receive my frequent flyer miles. What can I do?

The distribution of the frequent flyer miles takes a few business days to complete. Please contact us in case you did not receive them after 3 business days.

I got frequent flyer miles through the reward code. Can I exchange my miles back to Louis Erard Points?

Unfortunately no, you can only exchange Louis Erard Points to miles. Not vice versa.

Why can’t I exchange Louis Erard Points in Miles & More Award Miles?

Due to legal agreements with Miles & More, it is not permitted to exchange points, currencies or any other assets into Miles & More Award Miles. Therefore you can only get them when entering a new reward code.

SELL YOUR WATCH

Can I Sell My Watch to Louis Erard?

As an online shop for new luxury watches, we are currently unable to buy any used watches. We therefore have to decline any offer for pre-owned watches.

Thank you for taking the time to read our FAQ, and please feel free to get in touch with our Customer Service Team if you have any further questions!

LOUIS ERARD Customer Service

Tel: +41 (0) 32 957 65 30

E-Mail: info@louiserard.com

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