FAQ - Frequently Asked Questions
Frequently asked questions
FAQ
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Q. How long does it take to change the battery?
A. Generally, we can handle quartz watches on the same day. However, depending on the structure and condition of the watch, we may need to keep it in our possession .
Q. How much does it cost to replace the battery?
A.The guidelines are as follows:
- Japanese-made watch : 1,100 yen (tax included)
- Imported watches : 1,650 yen (tax included)
*Prices may vary depending on whether a secondary battery is included and the watch's structure.
Q. Can I replace the battery in a watch purchased at another store?
A. Yes, it is possible. Comptoine offers battery replacement for a wide range of brands, regardless of the store where you purchased your watch .
Q. Is there anything that can't be fixed just by replacing the battery?
A. Yes. If you leave your watch with a dead battery for a long period of time, leakage may cause problems inside the movement, which may require an overhaul . We will check the condition and advise you on the best course of action.
Q. Do I need to make a reservation to visit?
A. You can visit us without a reservation, but we recommend making a reservation in advance as you may have to wait if it is busy.
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Q. What is an overhaul?
A. An overhaul is a periodic maintenance that involves disassembling a watch and cleaning, oiling, adjusting, and replacing any necessary parts inside. This is an important process for maintaining the accuracy and durability of both mechanical and quartz watches.
Q. How often is an overhaul required?
A.The guidelines are as follows:
- Mechanical watches : Every 3 to 5 years
- Quartz watches : Every 5 to 7 years (or sooner if there is a problem)
This may vary depending on usage and storage environment.
Q. How long does an overhaul last?
A. Normally, it will take about 4 to 8 weeks . It may take longer depending on the brand, repair details, and parts availability.
Q. How much does a repair or overhaul cost?
A. It depends on the type of watch, its movement, and its condition. We will take your watch in and check its condition in about 1-2 weeks, then provide you with an estimate and proceed with the work.
*Cancellation is possible after receiving a quote.
Q. Can you repair watches purchased at other stores?
A. Yes, it is possible. We accept consultations regarding repairs and overhauls regardless of the store where you purchased your watch or the brand.
*We may not be able to accommodate some models with special movements or antique items.
Q. Are there any additional costs incurred during repairs?
A. If there is a defect that is only discovered after disassembly, additional costs may be incurred .
In such cases, we will contact you and proceed with the work only after receiving your approval.
Q. Is it okay to just ask for advice on repairs or overhauls?
A. Of course. Please feel free to visit us even if you just want to check your symptoms, get a consultation, or get a quote. We also accept reservations.
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Q. Can I cancel my order after placing it?
A. We are sorry, but we do not accept cancellations after an order has been confirmed.
Q. Can I exchange or return the product?
A. We do not accept exchanges or returns.
Please make sure to check the product contents, size, color, image, and specifications carefully before placing your order.
Q. I haven't received an order confirmation email.
A: Please check the following points.
- Has it been sorted into your spam folder?
- Is there an error in your registered email address?
- If you are using a mobile carrier email service, check if there are any restrictions on receiving emails.
If you still cannot find the item, please contact us with your name, order date and time, and product name .
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Q. What payment methods can I use?
A. We accept the following payment methods:
Online Store
- Credit card
- Bank transfer (please contact us in advance if you wish to use this method. Bank transfer fees will be borne by the customer.)
- Shopping loan (up to 60 installments with no interest or fees)
over the counter
- Credit card
- cash
- Various QR code payments (PayPay, Hachipay, etc.)
Q. Please tell me about the shopping loan (up to 60 interest-free installments)
A. For customers who have made a purchase, you can make up to 60 installments with no interest or fees. We will cover the interest and fees incurred with the shopping loan. Please contact us for more information.
Terms of Use
- Total purchase amount of 50,000 yen or more (tax included)
- Minors are not permitted to use this service due to legal restrictions.
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Q. How long does it take to ship?
A. Items that are in stock will be shipped within 1-3 business days after your order is confirmed .
*We are closed on Wednesdays, so we do not ship on those days .
If you pay by bank transfer, we will ship your order after we confirm your payment .
Q. Who is the delivery company?
A. Generally, products are delivered by Yamato Transport . You can check the delivery status using the tracking number provided after the product has been shipped.
Q. Can I specify a delivery time?
A. Yes, it is possible. Please let us know your preferred time.
Q. Is there a shipping charge?
A.Shipping within Japan is free of charge .
Q. What happens if I am absent for a long period of time or am unable to receive the package?
A. If the item is returned due to an extended absence or refusal to receive it, the customer will be responsible for the shipping and handling fees for re-shipping . Please note that cancellations and refunds cannot be made due to refusal to receive the item.
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Q. I would like to see the actual product before purchasing. Is that possible?
A. Yes, it is possible. If you would like to see the products listed in person, please come to our store . You can hold the actual product in your hands and check the texture, size, and feel of the product when you wear it.
*Depending on stock levels, items may not be available in store, so please contact us in advance to ensure a smooth process.
Q. Can I get gift wrapping?
A. Yes, we do. Gift wrapping is free of charge . If you would like gift wrapping, please let us know in the comments section of your order or by email. *Packaging may vary depending on the product size.
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Q. Is there a warranty for the product?
A. Yes. All products are covered by a manufacturer's warranty . The warranty details and period vary depending on the brand and model . Please keep the warranty card in a safe place, as it will be required when making a warranty claim.
Q: What should I do if there is a problem?
A. First, please contact our store. Depending on the symptoms, we will guide you through official repairs or manufacturer support . Even if the product is outside the warranty period, we will accept repairs/overhauls for a fee .
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Q. Can I change the belt?
A. Yes, we can replace the strap in-store (if you purchase the watch or strap from our store, there is no replacement fee).
Q. Can I order a belt?
A. Yes, it is possible. We will check the size and specifications at the store and make a proposal based on your request. We also have a large inventory in store.
Examples of brands: HIRSCH, MORELLATO, CASSIS