We’re here to keep your watch on your wrist for years with all the parts, prompt attention and expertise you could hope for
Your watch is tough, but it's still assembled from precision components built to phenomenally tight tolerances, so try to avoid really hard impacts.
A little care goes a long way. Washing your watch, giving it a rinse if (and when) it gets muddy or is used in salt water, will keep the moving components like the bezel working at their best.
Take care when using screwdrivers and strap bar tools. Always hold the tool between thumb and middle finger whilst applying pressure with your forefinger. Please don’t hold tools in the palm of your hand.
As with anything made of decent leather, it's best not to get leather straps soaking wet too often – if your strap encounters regular moisture, it’s best to swap it for rubber, webbing or a bracelet instead.
Your watch has been engineered with years of specialist knowledge and experience, and has been rigorously tested to ensure that it'll serve you well.
If it breaks within 5 years of the date you bought it because of something we did wrong, we'll put it right for you free of charge.
Straps are guaranteed for 12 months - it’s a shorter period because straps wear at different rates depending on use. We don’t offer a warranty on strap retaining loops so please avoid over stretching or stressing them, but we do keep spares.
If your watch breaks because of something unforeseen, because you treated it badly, or because someone fiddled with it, we'll put it right for you but there will probably be a charge.
Our repair costs generally come as a pleasant surprise and we pride ourselves on getting your watch back on your wrist as soon as humanly possible. Typically it takes less than 10 days from the date you sent it to us.
We will always be fair, we’ve seen more than 100,000 watches come across our servicing benches so we know when something’s up and how to fix it.
Wrap it safely and send it to us in a padded envelope with your contact details and a description of what needs attention. Please make sure to state "RETURN FOR REPAIR" on the outside of the package if you are sending your watch from outside the UK.
If you have questions, you can call our in-house service team on +44 (0)1202 338600 between 08.30 and 17.30 week days or email us at service@elliotbrownwatches.com
The return address is:
Elliot Brown Servicing, Lake Yard, Poole, BH15 4DT
All our watches are fully guaranteed for 5 years from the date of original purchase.
Our straps are guaranteed for 12 months, subject to our fair wear and tear policy.
Leather, rubber, and fabric straps are more susceptible to wear and tear than a metal bracelet, heritage webbing or rubber deployant strap.
For example it's possible to wear down or tear the strap keepers via rough handling or if they're subjected to daily abrasion or are over-stretched. These components simply can’t be made to be as bullet proof because they have to be small thin and unobtrusive. They are made to last but you do need to look after them.
Speak to us for honest advice on the best strap for you and your lifestyle.
All our watches are pressure tested in water at 200m or 300m so we know they’re water tight and the chances of your watch leaking are very small indeed. There is always a little moisture trapped within the air inside a watch which can naturally condense if the watch goes through a thermal shock – eg in hot sun then into cold water. Any condensation should naturally dissipate over the course of a few days depending on the environment the watch is in. We recommend somewhere warm and dry.
If any condensation doesn't dissipate after a few days, we can always check it over for you.
This is built in functionality to let you know that the battery is running down. Send the watch back to us for a battery replacement which includes a pressure test, reseal and return postage to UK addresses.
When the watch first arrived with you, the stored power in the mainspring will have been very low as it will have been sat on the shelf here in our warehouse and then just had a little movement as it made it’s way over to you via courier. When the power is low like this the watch won’t run efficiently and will lose time. It will need a full manual wind to power up the mainspring. This is when you wind the crown a full 55 times and then re screw it back in so that it is flush to the case to ensure the watch is sealed correctly.
Once the watch is fully powered up it will then keep time nicely and as long as you keep moving, the watch will stay topped up with power. The movement of your wrist will move the weight in the back of the watch which helps to self wind and keep the power topped up. (If you give the watch a little shake then the noise you can hear is the weight moving round)
If you are relatively active and wear the watch all the time then you will have to wind the watch very rarely. However if you are more sedentary and or only wear the watch infrequently then it is advisable to wind it more regularly.
Once the repair work is done, we will email or call you to arrange payment.
If you’ve got any questions about the life of any part of your watch or strap, have questions about strap changes, battery life, servicing, strap adjustments, repairs, warranty, stockists, please get in touch. It’s what we’re here for:
