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 newsletter or following us on social media.
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. Custom clearance fees and corresponding protocols and timing may apply.
The indication in days (e.g. 5-10 days) always corresponds to working days (Monday-Friday).
Which delivery company is my order shipped with?
All orders are securely delivered usually via FedEx (international orders) and Swiss Post (orders delivered to Switzerland).
Can I track the status of my order?
Of course! As soon as your package is 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 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.
Where is my order shipped from?
All orders are delivered from our headquarters in Switzerland.
GUARANTEE
Am I covered by a warranty when I purchase a watch on Louis Erard?
All our watches are delivered with an international 3-year warranty card.
What services are covered by the warranty?
Repair and maintenance are 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-year warranty, and this will be valid at any worldwide authorized concessionaire.
How can I make use of my warranty?
If you encounter a warranty issue with your timepiece within the warranty period, please contact us at sav@louiserard.ch with a picture of your warranty card.
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.
INTERNATIONAL ORDERS
Which countries does Louis Erard ship to?
We deliver to all countries covered by FedEx.
Please note: for deliveries outside of Switzerland that feature a genuine crocodile or alligator leather strap, please contact our Customer Service Team at info@louiserard.com for further information.
Are VAT and custom duty cost included in my order?
VAT and custom duty costs will be added to the total at checkout for deliveries to the below-listed countries:
Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Honk Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States
For any other country or unless specifically indicated, domestic custom duty is not included. We will ensure that the relevant documents are included alongside your delivery. The value of the goods will be declared to the appropriate authorities in your country. Your order will be prepared for a smooth export process, with a fully completed customs declaration. Please note that any customs fees and VAT incurred in your country of residence will be at your expense. 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 in the cart, once you selected “Switzerland”.
ORDERING
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 “Check out”. You will then 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
info@louiserard.com
Contact us
PAYMENT
Which forms of payment are available?
We accept payments from most credit and debit cards.
RETURNS
Can I return my order?
If you are not thoroughly satisfied with your order, please contact us at info@louiserard.com within 14 days of the reception of your item. The merchandise must be of original quality and undamaged. Any watch that is not returned with the original seal unbroken or fails quality inspection from LOUIS ERARD’s Customer Service (e.g. it is scratched, worn or damaged) will be returned to you and no refund will be issued. In case a repair or servicing is needed to bring the merchandise to its original state, a cost estimate will be provided by email, for the Buyer’s approval. Watches with rubber straps that are sized (e.g. cut) are not returnable.
Please note that Louis Erard is unable to refund any bank charges, credit card fees, currency conversion fees, VAT, consumption tax or any taxes related to your purchase, or other sunk cost or service charges associated to the handling of the return and incurred by LOUIS ERARD’s Customer Service.
How does the refund process work?
As soon as we have received your request of cancellation by email at info@louiserard.com within 14 days of the reception of your watch, we will collect the item from you at no cost for yourself. Within the next 14 days you will be refunded VAT and tax excluding price of the watch via the original payment method.
Louis Erard is unable to refund any bank charges, credit card fees, currency conversion fees, VAT, consumption tax or any taxes related to your purchase, or other sunk cost or service charges associated to the handling of the return and incurred by LOUIS ERARD’s Customer Service.
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 14 days of the reception of your item.
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 our watches are delivered in their original packaging. You will also receive an official warranty card which entitles you to our international warranty.
Payments: 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 and Twint. Your bank data is protected with the latest encryption standards when you use your PayPal or Twint account, and you will not be required to enter any of your card details directly.
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 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 partner, 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 refund within 14 days of receiving it. Check our Return Terms & Conditions for all details.
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.
SELL YOUR WATCH
Can I sell my watch to Louis Erard?
As an online shop for new watches, we are currently unable to buy any used watches. We therefore must decline any offer for pre-owned watches.
SERVICE AND REPAIR AT LOUIS ERARD
How much are servicing and repairs at Louis Erard’s headquarters in Switzerland?
Our Customer Service Team and Watchmakers take extreme care in servicing and repairing every authentic Louis Erard watch that we receive. Servicing and repairs take place at our facilities in Le Noirmont, in Switzerland.
The cost of servicing and repairing a Louis Erard watch is CHF 500 (Swiss Francs), which includes VAT and delivery costs.
The cost of a complete revision and cleaning of a Louis Erard watch is CHF 700 (Swiss Francs), which includes VAT and delivery costs.
A cost estimate is provided upon the receipt, and the check of any Louis Erard watch at our facilities, for the Buyer’s approval via email. If a cost estimate is refused and the Louis Erard watch returned to its owner, a sunk cost of CHF 100 (Swiss Francs), which includes VAT and delivery costs, will be charged to the Buyer.
Servicing and repairs may take time, as it may involve the sourcing of components necessary to bring back the Louis Erard watch to its original condition. Therefore, service and repairs may take several weeks for their perfect execution and delivery back to the Buyer.
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
E-Mail: info@louiserard.com
