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FREQUENTLY ASKED QUESTIONS

Your most important enquiries – answered!

FIND OUT ESSENTIAL INFORMATION RIGHT HERE

What you need to know about Steven Hale

To give you the fullest information about Steven Hale, we are pleased to answer essential questions about how to deal with us with regards to payment and other matters. If we don’t answer your question here, please send us your query. click here >

How much will it cost to service my watch?

  • Costs vary according to the age and condition of your watch. All prices quotes are exclusive of VAT, which is applicable at the standard rate.
  • Estimates for modern watches (under 20 years old) are free. Estimates for classic and vintage watches cost £75. This is fully redeemable against the cost of the repair, when you go ahead with work. Should you not decide to go ahead with the repair or service, you will be invoiced £75+VAT plus any postage applicable.
  • Rolex watch servicing costs from £450.
  • Omega watch servicing costs from £375.
  • Cartier watch servicing costs from £350.
  • Tag Heuer watch servicing costs from £400.
  • Tudor watch servicing costs from £400.
  • Watch polishing, when not part of a watch service, costs from £200.
  • Postage – you can collect your watch from our workshop or showroom. or we can return your watch to you by post. The cost of postage at £30 +VAT will be added to your final invoice.

How long will it take to service my watch?

  • Modern watches – those less than 20 years old – complete in 4-6 weeks.
  • Classic – 6-8 weeks.
  • Vintage watches can take 4-6 months. It takes this long as we have an extensive waiting list for restorations and vintage repairs. This is because we are the very best independent watch workshop in the UK and the standard of our restorations is second to none. We are the choice for discerning watch collectors and owners. It takes time for our highest qualified and experienced watchmakers to service and restore high quality vintage watches, and this is a service you can’t hurry.

What is an Express Service?

  • If you need a watch for a special occasion and don’t want to wait, you can request an Express Service. This prioritises your watch to the front of the queue. Subject to the availability of parts, Modern & Classic watches will be completed in 2-4 weeks, with Vintage models in 6-8 weeks – or sooner!

How long will it take to polish my watch?

  • Modern watches can be polished in 7-10 days.
  • If we are servicing your watch we offer an optional polishing service, which is free. Not everyone wants their watch polished as this can devalue a vintage watch. We will always advise against polishing if we think it might devalue your watch.

What do you do when you service my watch?

  • Mechanical watches have many separate components. Over time oils used to lubricate parts can dry up, causing additional friction and damage to your watch. Each watch is dismantled and cleaned. New manufacturer's parts are used where visble wear has occured. Movements are calibrated and adjusted to within manufacturers approved specifications. All watches are water tested, subject to the individual model.

What’s the process?

Examination
Once we receive your watch, our senior watchmakers will examine your watch for wear and tear.
Estimate
We will email you to confirm the work required and the exact cost.
Repair
Once you have approved the cost, our next available expert watchmaker will commence the repair.
Return
All completed watches come with a full 24-month guarantee. You can collect your watch, or we will return it to you by Registered Delivery.

How can I pay for items or repairs?

We accept all major credit cards except Amex.

  • Payment by cheque – please be advised that cheques will need to be cleared before purchases are made available for collection. Please allow five working days for your cheque to clear through the banking system.
  • Payment by cash – cash is only accepted in-house; please do not send cash payments through the post.
  • Payment by card – please note that we DO NOT take Amex payments. There is no additional cost for debit card payments.

How will you return my watch to me?

You can collect your watch by arrangement from either our London Showroom or Watford workshop. Alternatively we can return your watch by post. The cost for return postage, packing and insurance will be added to your quote.

Be aware that restrictions apply on the shipping of certain brands to some countries, so please contact us prior to purchase.

Please note that items purchased will not be dispatched until payment is received.

What guarantee comes with the watch?

We personally guarantee all watches repaired by us for a period of two years.

What our customers had to say

"One of a kind"
"Excellent service on vintage watches that no one else can repair. Trained professionals, honest and knowledgeable. Thanks so much."

Vintage Cartier – Dana G

What our customers had to say

"Outstanding"
"I cannot rate Steven Hale highly enough. From my initial emails, right through to collecting my watch, they were extremely helpful and answered all of my many questions."
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"I had my watch serviced and a significant part replaced. I had previously been told by others that the replacement part was no longer available which for a vintage and very sentimental watch was more than a little disappointing. Steven Hale very quickly informed me that this was not correct and they located the part. My watch looks absolutely incredible. It has been serviced before but never come back looking and feeling as good as it does this time. I will always use them from now on and have referred others to them as well."

Rolex datejust - katie r

What our customers had to say

"What a simple, satisfying and reassuring experience!"
"A clear outline of the process to begin with, helpful communication along the way and an excellent outcome.The professional approach by the business was enhanced by the individual arrangements made for the transfer of my watch.In all, a really professional experience."

Rolex Oysterdate - Howard W

What our customers had to say

"Incredible restoration of my vintage watch - highly recommend!"
"I picked up my 64 year old watch today from Steven Hale after Rolex themselves referred me. I've waited 6 months to be reunited with it (due to it being a vintage), and I am beyond chuffed! I have previously taken the watch to a specialist but was turned away due to its age. But for the first time in years, the experts at Steven Hale have made it work like new. I applaud the excellent team of knowledgeable staff both in the workshop, but also in the showroom, who explained all my options in meticulous detail. This watch has been passed down three generations and I'm so pleased to have it back in full working order. I couldn't recommend Steven Hale enough for anyone with a special vintage watch, unsure of the best place to get it restored."

Vintage Rolex - Oscar S

What our customers had to say

"For years I had been told by a succession of watch repairers that my watch was obsolete, irreparable or both. Finally I was recommended to Steven Hale. Five months later my watch is back on my wrist, as good as it ever was. I can't recommend Steven Hale highly enough."

Vintage Rolex Oyster - Nigel F

What our customers had to say

"Very happy with the communication and service received. Would recommend this company with confidence."

Dr Bakaya

What our customers had to say

"Just to confirm my Rolex has been delivered & looks absolutely spot on. I’d like to express my thanks to yourself & to all at SHWR for the excellent all round professional service - it’s been much appreciated. With your workload backlog I doubt that your Company needs any further recommendations or endorsements, but should you ever want one please don’t hesitate to contact me. With my thanks once again & my best regards."

MARTIN

What our customers had to say

"My great grand-father's Breguet was given to me by my father for my 21st birthday. 30 years later, post restoration by SHWR, it is in far better shape than I have ever seen it. SHWR's craftsmanship is immaculate. The firm is polite, professional and honest. Outstanding - I cannot recall another occasion when I have been so favourably impressed."

edward

What our customers had to say

"I have just had my 1934 Rolex Oyster repaired. From start to finish I had full confidence in every one I had contact with at Steven Hale. They have been very efficient in identifying the problems at the initial examination and dealing with them as promised. There were no nasty surprises and unexpected complications along the way. Because of the age of my watch, spares are not available, and new parts have had to be made - all very expertly done. They even polished the gold case and my 86yr old watch now looks as good as new. You can certainly trust these people with your precious timepieces."

venessa

What our customers had to say

"I had bought a 1970s Pepsi GMT at auction and it needed some work. The lume on the hands was breaking up. Rolex UK wanted some hilarious price and threatened to replace the hands with new ones if their work failed - all at my expense of course. Steven Hale and co managed to repair the hands and maintain the original patina of the 40 plus year old watch which was of course crucial! Highly recommended."

Johan

What our customers had to say

"These are watch lovers and it shows. Their meticulous craftsmanship and expertise make them unique in London and I suspect that only in Switzerland may their equivalents be found. The experience of Steven Hale Watch Restoration begins with the talented and charming individuals who are client facing in South Molton Street and who instil a confidence that is consequently fully fulfilled. This firm represents unequalled talent in its field as well as exceptional client service. I have seldom recommended anyone with greater conviction."

FRANK