FREQUENTLY ASKED QUESTIONS
ORDER
You can pay securely by credit card or via Apple Pay.
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Thank you for your order. To track your order, simply log in to ‘My account’ using your e-mail address and the password you used when you made your purchase. Once you have logged in to your account, you will see a list of all the orders you have placed with their respective dates on the right-hand side of the page.
Thank you for your order. All orders placed before 11am Monday to Friday are dispatched the same day, except in exceptional cases specified on the site. Subsequent orders will be dispatched the next working day (Monday to Friday).
DELIVERY
Thank you for your order. To track your parcel, all you have to do is log in to ‘My account’ using your e-mail address and the password you used when placing your order. Once you have logged in to your account, on the right-hand side of the page you will see a list of all the orders you have placed with their respective dates. Click on the ‘Details’ button next to the order you wish to view to obtain its status and tracking number. If you click, you will be redirected to the carrier's page where you can see the progress of the delivery
Items will be delivered once the order has been paid for, in particular once the customer's bank account or Apple pay account has been debited and the funds corresponding to the amount of the order have been credited to SMB's account. The customer can benefit from standard delivery by the DPD transport company within an indicative average time in mainland France, Corsica or Monaco of 1 (one) to 2 (two) working days from the working day following the sending of the e-mail confirming that the carrier has taken charge of your parcel (non-contractual time period for guidance only).
Delivery rates and times vary according to your country of delivery and choice of carrier.
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Deliveries are made to mainland France, Corsica or Monaco.
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The transport companies are DPD for standard shipments.
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For all orders of 179 euros or more, including VAT, standard delivery is free of charge. For all other cases, please consult the different options and rates available.
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You can collect your parcel from a DPD point for standard deliveries.
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If the package appears damaged on the outside upon delivery, you should open it in the presence of the carrier to check the condition of the item. Notify the carrier of any issues, especially on the delivery slip, and confirm your concerns by registered mail within 3 days following the delivery. You should also inform the company, particularly by sending an email to [email protected].
Failure to follow this procedure or accepting the order as-is excludes any claim against Lip.
RETURN
To make your returns request, you must log into your customer area, select your order in order to make your returns request, complete the returns form and organize the return with SMB.
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The cost is covered by the Company and the return form will be sent to the customer by email after agreement by the Company. Items must be returned in accordance with the instructions provided by the Company.
No, you cannot benefit from a credit note, but you can be reimbursed if you return the product within 30 days of receipt and in accordance with the company's instructions.
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In the event of an exchange, you must return the product by making a return request by logging on to your customer account on LIP.fr and then placing a new order.
Refund
In the event of withdrawal, the refund will be made using the payment method used when placing the order, within a maximum period of fourteen days from the day the returned product(s) are received by the company and inspected, along with any potential accessories, by a certified watchmaker.
The company reserves the right to refuse the return if these conditions are not met. To request a return, you must log in to your customer account, select your order to submit the withdrawal request, complete the return form, and arrange the return with SMB. The cost will be covered by the company, and the return label will be sent to you by email after the company’s approval. The return of items must be carried out according to the instructions provided by the company.
GUARANTEE
Your warranty covers free repair of any problem due to a manufacturing defect for 2 years.
Your guarantee does not cover :
- the glass, battery and bracelet
- defects resulting from inappropriate use or accidents
- the consequences of normal wear and tear of the watch
- damage caused by interventions outside our workshops
- damage caused by natural disasters, such as earthquakes and floods...
If the watch is marked ‘WATERPROOF’ on the case back, this warranty covers damage caused by water ingress. However, please check the degree of water-resistance in your instructions or by clicking on this link.
If your watch does not show any indication of water-resistance: in this case, systematically keep it away from areas of water, as it is not water-resistant and contact with it could damage your watch and its mechanism.
Under the terms of this warranty, the buyer retains all rights of recourse in respect of hidden defects in accordance with article 1641 of the French Civil Code.
Your Lip watch is covered by a 2-year international warranty from the date of purchase (except for pre-orders, which are covered from the date of dispatch). The original warranty card or purchase invoice must accompany your watch in order for it to be covered by the warranty.
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After repair, the watch's initial warranty remains unchanged and follows its normal course. Repaired or replaced parts (excluding the crystal) will be covered by a new 6-month warranty.
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CARE AND MAINTENANCE
You can download the instructions for your LIP watch by clicking on the product sheet for the model concerned. The PDF file can be downloaded under the ‘add to basket’ button. If this model is no longer available, please send us an e-mail to the following address:
Email : [email protected]
You've downloaded the instructions for your watch and you can't set it. Our professional watchmakers are here to listen to you and provide you with a personalized explanation.
To do this, simply contact them by sending an email to the following address:
Email : [email protected]
To preserve the brilliance of your watch, we recommend that you use a soft brush soaked in slightly soapy lukewarm water and brush it gently (this care is only possible if your watch is water-resistant to at least 50 meters). Then rinse the watch thoroughly in fresh water and dry it with a soft cloth. We particularly recommend that you do this after swimming.
We also advise you to avoid prolonged contact with water to ensure the longevity of your leather straps.
Avoid direct contact between your watch and solvents, detergents, perfumes, cosmetics, greasy substances and prolonged exposure to the sun... They can damage your watch's bracelet, case or seals.
Your watch should be protected from all shocks, and should not be worn for strenuous activities such as DIY or high-energy sports. Avoid thermal or other shocks: they could damage your watch. In the event of a violent shock, please have your watch checked by the LIP after-sales service or an authorized LIP retailer.
Do not expose your watch to sudden changes in temperature (exposure to the sun followed by immersion in cold water) or to extreme temperatures (above 60°C or below 0°C).
Do not expose your watch to strong magnetic fields such as those emitted by loudspeakers, mobile phones, computers, refrigerators or other electromagnetic devices.
Your watch is equipped with an E.O.L. (End Of Life) function. When the seconds hand starts jumping in two-second increments, this indicates that the battery in your watch needs replacing. This is not a malfunction, just a battery at the end of its life. Please contact an authorized LIP retailer or our after-sales service. It should be noted that a water-resistance check is often recommended.
We strongly advise against replacing the battery in your LIP watch yourself. Without the appropriate equipment, you could damage its components or compromise the water-resistance of your watch. In addition, your warranty would be invalidated if an unauthorized third party were to carry out the work. We advise you to contact our after-sales service or an authorized LIP retailer.
In general, an automatic watch needs to be serviced and worn regularly so that the oils required for the movement to work properly do not congeal. Your LIP automatic watch is powered by a high-precision mechanism.
It requires regular maintenance to ensure that it continues to operate precisely and for a long time.
We recommend that you have your LIP watch serviced by our after-sales service or an authorized retailer every 3 to 5 years.
You have just purchased a model with an automatic mechanical movement. Unlike a quartz watch (which has a battery), the mainspring, which provides the energy for the mechanical movement to work properly, has to be wound regularly. When the watch is stopped, it must be reset by turning the crown clockwise a minimum of 40 turns. Once the watch is reset, it will start working again and if you wear it every day with sufficient activity, it will conserve enough energy to function correctly.
However, we recommend that you turn the crown 10 to 15 times a day to ensure optimum operation and precision.
The amplitude is the angle covered by a pendulum or balance wheel during an alternation. It is a very important measurement for checking that a watch with a mechanical movement is working properly. When the amplitude is too low, it is often a sign that the oils in the mechanism are too dry and that the watch needs a complete overhaul.
This natural phenomenon is caused by daily rubbing, exposure to water and the sun, and can be accentuated by the acidity of the skin.
The coating on any bracelet will eventually fade over time, but this process is accelerated if it comes into contact with external agents such as perfume, sea air, sulphur, skin care creams, hairspray, chlorine, etc. and skin with an acidic pH.
If your watch does not show any indication of water-resistance: in this case, systematically keep it away from areas of water, as it is not water-resistant and contact with it could damage your watch and its mechanism. Read more.
The indications engraved in meters on our watch backs correspond to the ISO-2281 international standard and are not absolute immersion depths.
Please check the degree of water resistance below:
- NON waterproof: If “Non étanche” or no indication appears on the case back, the watch has been designed and manufactured to withstand a pressure of 1 bar/1ATM. It can therefore only withstand light rain and dust. It cannot withstand contact with water, such as washing hands or dishes, swimming, bathing or showering... It must never be immersed in water, or come into contact with a jet of water.
- Water resistance 30 m: Although the words “ETANCHE 30 M” (WATERPROOF 30 M) appear on the case back, the watch has been designed and manufactured to withstand a pressure of up to 3 bar/ATM, which does not actually correspond to a depth of 30 m under water. It can therefore withstand accidental contact with water, in the event of splashes or rain, sweat or hand washing, but it is not suitable for washing dishes, swimming, showering, bathing...It must not be submerged.
- Water resistance 50 m: If the words “ETANCHE 50 M” (WATERPROOF 50 M) appear on the case back, your watch is designed and manufactured to withstand up to 5 bar/ATM, which does not actually correspond to a depth of 50 m under water. It resists accidental contact with water, whether splashed or rained upon, sweated or washed off with hands. It is suitable for washing up, for calm, short-term immersion in shallow water, such as bathing. On the other hand, a jet of water from a shower or tap directly onto the glass or push-buttons can be equivalent to a pressure of over 5 bar, and your watch may well leak.
- Water resistance 100 m: If the words “ETANCHE 100 M” (WATERPROOF 100 M) appear on the case back, your watch is designed and manufactured to withstand up to 10 bar/ATM, which does not really correspond to a depth of 100 m under water. It is suitable for bathing, showering (but be careful not to overdo it, as hot water can damage and degrade the water-resistance of your watch over time), swimming and diving, but not for deep-sea diving. For this type of diving, we recommend the LIP professional diving watch with a water-resistance rating of 200 m.
- Water resistance 200 m: If the words “ETANCHE 200 M” (WATERPROOF 200 M) appear on the case back, your watch is designed and manufactured to withstand up to 20 bar/ATM, which does not actually correspond to a depth of 200 m underwater. It is suitable for deep-sea scuba diving.
Your watch's push-buttons and crown must never be handled underwater. If you have the option of screwing them on, they must be screwed on before immersion.
The indications engraved in meters on our watch backs correspond to the international ISO-2281 standard and are not absolute immersion depths.
The absolute water-resistance of a watch cannot be guaranteed at all times. It may be affected by the ageing of the seals or by an accidental shock to the watch. We recommend that you have your water-resistance checked once a year by a LIP after-sales service or an authorized LIP dealer.
REPAIR
To benefit from the repair of your watch purchased exclusively on the LIP.fr website, whether it is under or outside of warranty, you must log in to your customer account, access your watch order, submit your return request for after-sales service, and arrange the return with SMB, which will contact you to provide further instructions.
You must complete the online return form for after-sales service.
The shipping cost for your watch will be covered by the company only for repairs under warranty, and the return label will be sent to you by email along with a prepaid return label for mainland France, Corsica, or Monaco. The return of watches under warranty must follow the instructions provided by the company.
If the repair is not covered by the warranty, the shipping costs will be your responsibility and at your risk.
Once the watch is received, we will provide you with a quote before any work is carried out. If you decline the repair, the product will be returned to you, and the return shipping costs will be at your expense.
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- Download this form and follow the instructions to return your watch to our LIP BESANÇON workshop.
- Click here to view the pricing of the main services offered by our LIP BESANÇON workshop.
- You also have the option to entrust it to an authorized LIP retailer, who is free to set their pricing according to Article L410-2 of the Commercial Code. Click here to find the list of authorized LIP retailers.
Upon receipt of your watch in our LIP workshops, we will create a registration file. If the repairs are covered by the warranty, the watch can be repaired in approximately 2 to 3 weeks, depending on the repairs to be carried out and the availability of spare parts.
If the repairs are not covered by the warranty, our After-Sales Service will make a diagnosis, which will lead to an estimate. This will be sent to you by email within 1 to 2 weeks. On receipt of your confirmed quotation, it will take a further 1 to 2 weeks for your repaired watch to be returned to you.
The malfunction of an automatic watch can be caused by too low or too high temperature, altitude, the presence of a magnetic field, or the type of activity you engage in. These various external factors can alter the proper functioning of your movement.
A malfunction can also occur when the watch is not worn and therefore not sufficiently recharged.
Your wrist movements turn the oscillating weight, which in turn rearms the mainspring. If the mainspring is not sufficiently wound, your watch cannot function properly, as it does not have enough energy, so it must be wound using the crown (approximately 40 clockwise turns for a complete recharge).
It is advisable to turn the crown approximately 15 times a day for optimum performance.
The daily precision tolerance of our automatic movements is -15s /+30s over 24 hours, depending on the model concerned (see manual). The G.100 movement from the La Joux-Perret manufacture has a precision of -15/+15s /day.
Most LIP bracelets are sold directly on our website Lip.fr
To order a new bracelet, please click here link with online sale bracelets
All the LIP watches we manufacture in Besançon at SMB are marked “Besançon France” on the dial and on the back of the case is engraved with a 6-digit reference starting with “670---” or “671 ---”.
All watches that do not have a reference starting with "670---" or "671---" are considered LIP HISTORIC (OLD LIP) watches. Our LIP BESANÇON workshop only services LIP watches made in Besançon and does not handle LIP HISTORIC watches.
However, we collaborate with three trusted partners who are certified repairers of LIP watches made between 1867 and 1990. These professionals are qualified to repair our old mechanical and electro-mechanical models.
Please note that the work carried out by these workshops is done independently. LIP does not guarantee these interventions and disclaims any responsibility for the work performed by these repairers. Additionally, each certified repairer is free to apply their own pricing for the services they offer.
For more information, please contact the certified repairers listed below:
- LIP Watchmaking Consultant for Master Jean-Paul RENOUD-GRAPPIN, 2 rue de la Vierge, 25360 GONSANS - Phone: 06.79.53.04.07 (Wednesday and Friday from 9:00 AM to 12:00 PM and from 2:00 PM to 6:00 PM) - Email: [email protected]
- Centre horloger de Provence, 100 chemin du Barrage, 84320 ENTRAIGUES-SUR-LA-SORGUE - Phone: 04.90.82.99.11 - Email: [email protected]
- Atelier AGH, 2 avenue de la Gare, 32700 LECTOURE - Phone: 06.62.68.55.49 - Email: [email protected]