FAQ

Common Questions

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  1. Who is ARTISANS DE GENÈVE
    ARTISANS DE GENÈVE is an independent watchmaking workshop that does not manufacture timepieces, sell them, or offer them for sale.
  2. What does the independence of ARTISANS DE GENÈVE mean?
    As a guarantee of the independence of the services we carry out on our customers' timepieces, ARTISANS DE GENÈVE is neither affiliated nor associated directly or indirectly with any watch manufacturer.
  3. What are the services offered by ARTISANS DE GENÈVE?
    Our Craftsmen master all the trades and know-how of fine watchmaking. As such, they offer their expertise to modify, both from an aesthetic and mechanical point of view, our clients’ personal timepieces.

    These services are offered exclusively online.
  4. What is customisation?
    Customisation is a modification of the original manufacturer’s watches made by ARTISANS DE GENÈVE on a client’s watch to convey the customer’s taste and preference, all of which are details that reflect their personality.

    The manufacturers of the watches we work on do not necessarily approve of modifications, often called customisation operations, made to their products by third parties that they have not authorised.

    Customisation services are only accepted, carried out and guaranteed by ARTISANS DE GENÈVE for customers who undertake to use the modified/customised timepiece for their own personal use.

    Each customisation request is the subject of an order form to be dated and signed by the customer.
  5. Which timepieces can ARTISANS DE GENÈVE work on?
    ARTISANS DE GENÈVE can work on all models of all brands, however your timepiece must meet the following conditions:

    - Authentic, the documents attesting to its authenticity must be provided to us;
    - Less than 5 years old at the time of the request;
    - Never have been polished.
    - If your timepiece does not meet these conditions, we will not be able to proceed with its customisation.

    Please do not hesitate to contact us if you have any further questions on this subject.
  6. If I don't have a timepiece, can you find me one to customise?
    No, ARTISANS DE GENÈVE does not sell or offer a timepiece brokerage service. We recommend that you contact official resellers, vendors, or specialised websites.
  7. How do I order a customisation service for my timepiece?
    To customise your timepiece, you can contact us using the order forms on our website or through our contact page.
  8. What is the cost of a customisation?
    The cost depends on the specifics of your customisation.
  9. How do I pay for my customisation?
    In view of the limited capacity of our workshop, you must book the service by paying a deposit, corresponding to 50% of the price of the service ordered. If you then waive the service, this deposit will not be refunded.

    When your customisation is complete, we will ask you to pay the balance of your order before your watch is made available at our workshop or sent to the address of your choice, depending on your request.
  10. What are the means of payment accepted by ARTISANS DE GENÈVE?
    We accept payment by credit card (Visa, Mastercard/Maestro, Amex) or by bank transfer. Please do not hesitate to contact us if you have any questions on this matter.
  11. How do I send my timepiece to ARTISANS DE GENÈVE?
    We recommend that you send us your watch by secure courier using a transport service. You are responsible for sending your timepiece to our workshop.
  12. When can I send my timepiece to ARTISANS DE GENÈVE?
    Since the capacity of our workshop is limited, after booking your service, you have 30 days to send us your timepiece.
  13. How does a customisation service work?
    Throughout the process our customer service will be in touch with you to guide and advise you during the development of your customisation. Our customer service will also keep you informed of each step in the performance of your customisation.
  14. How long does a customisation take?
    It all depends on the capacity of our workshop and the specifics of your customisation, but generally we can carry out a customisation within 12 to 16 weeks from the reception of your timepiece, after the booking of the service.
  15. How will my customised timepiece be returned to me?
    We will inform you after customising and inspecting your timepiece.

    Upon receipt of the balance of our service bill, we will provide you with your customised timepiece in our workshop or, depending on your request, we will send it by secure mail to your address.

    The timepiece is delivered in vacuum packaging, inside a box, with a certificate of authenticity signed and stamped by our chief watchmaker. It also includes a dated and signed warranty certificate. In case of loss, please note that we do not re-issue any documents, so it is necessary to keep these documents in a safe place.
  16. After customisation, what happens to the original manufacturer’s warranty?
    Most watch brands do not approve of modifications made to their products by unauthorised third parties. As a result, the guarantee of origin is void. After ARTISANS DE GENÈVE has worked on your timepiece, it will no longer be possible to contact the original manufacturer to repair it. This is the reason why we guarantee the service provided on a timepiece for 5 years.
  17. Is the customisation service guaranteed?
    Yes, ARTISANS DE GENÈVE guarantees the service we provide on our clients’ timepieces for a period of 5 years.

    Our warranty does not cover normal wear and tear, loss, theft or damage due to misuse or the intervention of third parties not authorised by us after our customisation service.
  18. How does the ARTISANS DE GENÈVE guarantee work?
    If there is an issue with your customised timepiece, you may contact us and describe it. If the problem identified falls within the scope of the warranty, our customer service will take care of it. In all cases, our guarantee is only valid upon presentation of a guarantee certificate, dated and signed, corroborated by our own customer file.

    The services of ARTISANS DE GENÈVE are provided for personal and private use only. Any other use, including commercial, is not approved by ARTISANS DE GENÈVE and will invalidate our warranty.
  19. Can I resell my customised timepiece?
    No, ARTISANS DE GENÈVE offers customisation services for timepieces for personal and private use.

    ARTISANS DE GENÈVE declines all responsibility for any other use of your customised timepiece.

    Thus, ARTISANS DE GENÈVE does not endorse speculation of the timepieces that it customises and will not honour any new request for customisation from a client who is shown to have reintroduced the customised watch into a commercial circuit. In addition, the watch concerned will cease to benefit from the guarantee offered by ARTISANS DE GENÈVE on its services.