Movado Company Store — Expert Guide to Customer Service

Overview and Official Channels

Movado is a Swiss-origin brand founded in 1881 and best known for the Museum Watch designed by Nathan George Horwitt in 1947; that design entered the Museum of Modern Art’s permanent collection in 1960. Today Movado operates both a direct retail channel (movado.com and company-operated boutiques/factory stores) and a network of authorized retailers. Corporate operations and centralized customer-care policies for the brand are managed by Movado Group, Inc., headquartered in Paramus, New Jersey, while manufacturing and watchmaking expertise remain tied to established Swiss suppliers for their higher-end Swiss-made collections.

For all company-store purchases and warranty questions the primary, authoritative resources are Movado’s official website (https://www.movado.com) and the Customer Service/Warranty pages (https://www.movado.com/us/en/customer-service). These pages list authorized service centers, warranty terms, and the contact form used to open claims. If you purchased from a Movado Company Store (outlet or boutique), retain your receipt and the warranty card — those are the documents customer service will require to validate coverage and service options.

Warranty, Returns, and Proof of Purchase

Movado provides a manufacturer’s limited warranty on new watches covering defects in materials and workmanship. The standard factory warranty period is two years from the date of purchase for movements and construction defects; batteries, straps, glass, and damage from misuse are commonly excluded. For purchases made directly at movado.com, Movado’s return window is typically 30 days for full-price, unworn merchandise with original packaging and documentation — outlet or clearance purchases often have different return terms, so verify at point of sale.

When interacting with customer service you must present the proof required: original purchase receipt, the warranty card (stamped and dated by the selling store or containing the online order number), and clear photographs of the watch (face, back with serial/model number, and any damage). If you bought from a company store, the store’s receipt and any in-store repair receipts will accelerate verification. If the piece was a gift, Movado customer service will still require the original documentation or authorization from the purchaser to process warranty claims or returns.

How to Initiate a Service Request

Start a service request through Movado’s official customer-service portal (see the customer-service link above) or by visiting the Movado Company Store where you purchased the watch. Typical intake requires the model/reference number and the serial number (usually engraved on the case back), the original order number (for online purchases) or store receipt number, and a brief description of the problem. If the issue is time-sensitive (for example, a non-functioning watch used for a planned event), state that up front — some stores or service centers can expedite repairs for a fee.

Movado uses a centralized repair workflow: after submission you will receive an RMA (return merchandise authorization) number and shipping instructions if a courier shipment is required. Authorized service centers check authenticity, diagnose, and provide an estimate. Expect an initial diagnostic turnaround of 7–14 business days and a full repair timeline of 2–6 weeks depending on parts availability and complexity. Keep copies of all shipping tracking numbers and the RMA in case you need to escalate or trace the shipment.

Typical Costs, Turnaround, and What Is/Is Not Covered

Out-of-warranty repair costs vary widely by service: battery replacement and reseal typically run $20–$60; crystal replacement $80–$250 depending on mineral or sapphire glass; movement servicing/overhaul $150–$600 for quartz and many mechanical calibers, with high-complication or limited-edition movements potentially exceeding $1,000. Shipping, customs/duties (for international repairs), and expedited service add to these totals. Movado customer service will provide a written estimate prior to performing non-covered repairs and will not proceed without explicit authorization when costs exceed a customer-specified threshold.

Movado warranties generally exclude damage from accidents, water intrusion caused by improper seal replacement after battery change by unauthorized providers, normal wear and tear (scratches, strap wear), and loss/theft. If a company-store purchase was labeled final-sale, expect the customer-service policy to constrain returns; however, warranty repairs for manufacturing defects should still be honored despite final-sale status, provided the defect falls under the standard warranty terms.

Practical Tips, Escalation, and In-Store vs Online Differences

If your issue is service speed or an unresolved claim, escalate methodically: (1) confirm you have the RMA and diagnostic paperwork; (2) request a named case manager or specialist at the Movado customer-care portal; (3) ask for a written repair estimate and expected completion date. Document all communications (dates, names, ticket numbers). For legal or consumer-protection escalation, keep copies of receipts and documented timelines — many disputes are resolved within 30 days when clear records are provided.

Purchases made directly from movado.com or a company-operated boutique typically receive faster, centralized support and consistent warranty validation. Purchases from third-party retailers require validation through the original seller if the receipt or warranty card is missing. For international customers, verify the local authorized Movado service center via the global store locator on movado.com to avoid voiding warranty by sending to non-authorized repair shops.

• Checklist before contacting Movado customer service: original receipt or online order confirmation; warranty card or stamped receipt; clear photos (front, back, serial/model numbers); description of issue and when it started; any prior repair paperwork; preferred contact method (email/phone) and shipping address.
• What to expect during repair: initial acknowledgment with RMA within 3–7 business days; diagnostic report and written estimate within 7–14 business days; quoted repair time 2–6 weeks depending on parts; return shipping tracking and final invoice on completion. Always confirm whether the quoted price includes VAT/duties for international deliveries.