Commonly Asked Questions

Repair and Service
What is the warranty period for my watch?
How do I read my Service Estimate?
Do I need to register my warranty card with you?
What is the difference between Required Repairs and Recommended Repairs?
How do I get my watch appraised for insurance purposes?
What is a "SWISS" Watch?
Do I need to wind my automatic (self-winding) watch?
Where do I send my Movado CLOCK for repair?
Do I get an additional Warranty after you repair my watch?
How do I get my watch repaired?
Do I need to keep my warranty card?
How do I respond to a Service Estimate I received in the mail?
Will I receive an Estimate prior to my watch being repaired?
Can my local jeweler service my watch?
What battery brand do you recommend?
Can you get the scratches off of my case and bracelet?
How long does a typical repair take?
Can I access my Operating Manual online?
How should I pack and mail my watch?
Can I swim with my watch, and is my watch waterproof?

Purchasing a Watch and Parts
Can I order additional Parts?
Where can I purchase your watches, and what is an Authorized Dealer/Retailer?
Can I order a different size strap?
Can I order additional Links for my bracelet?
Are internet vendors Authorized Retailers?
Can you tell me if my watch is authentic?

Care and Maintenance
How do I care for my leather strap?
My automatic watch lost its power, do I need to wind it?
Is my Sapphire Crystal scratch-proof or scratch-resistant?
Can I access my Operating Manual online?
Will pulling out my Stem/Crown extend the life of the battery?
What is Water Resistance Maintenance?
What is a Movement Maintenance/overhaul?
What steps are taken to replace a battery?
How does dust affect my watch?
How long will my battery last?
Do I need to send in my watch for periodic maintenance?
Do I need to wind my quartz (battery) watch?
Common Case and Bracelet Materials
Is my Bracelet scratch-proof or scratch-resistant?
Can I swim and shower while wearing my watch?
How do magnetic fields affect my watch?


Repair and Service

What is the warranty period for my watch?


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How do I read my Service Estimate?
  1. Address, Watch Information and Repair Number
    The top section of the Estimate will contain your address, the Repair Number (6 digit number), and information about your watch including model number, serial number and SKU Number.

  2. User ID and PW
    If you reside in the United States, you will be given an ID and Password on your Estimate. With this information, you can log on at www.mgiservice.com to view and authorize the work.

  3. Condition of Watch When Received
    This is where we list the "Condition" of the watch when we received at our facilities. This section will include all of the physical attributes as well as any operating issues we discovered. Please Note: our estimators use a magnifying glass to examine your watch, so they will see and note things that may not be apparent to the naked or untrained eye. For example, "watch is scratched" is a common condition because with a magnifying glass, we can see even the smallest scratches on the band, crystal or dial.

  4. Required Service
    Listing of all of the Materials, Labor and associated prices that are necessary to:
    1. Restore your watch to working order
    2. Enable the watch to be worn safely and securely on your wrist
    3. Ensure the watch is water-resistant (for water-resistant models only)

  5. Recommended Service
    List of all Materials, Labor and associated prices for recommended work. This work can be accepted or rejected.

  6. Fees and Shipping
    The last section of the Estimate will provide details for the (1) Required Repair charges, (2) Recommended Repair Charges, (3) Shipping Fee, and (4) Total Charges and Amount Due. You are able to approve the charges or request that your watch be returned to you without any work being performed by logging on at www.mgiservice.com with the ID and PW provided to you. We accept Visa, MasterCard and American Express online. If you are paying via US Mail, we also accept personal checks.


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Do I need to register my warranty card with you?

You do not have to register your watch or warranty card with us. However, we recommend you keep both your warranty card and sales receipt in a safe place after purchase. To provide service under the warranty protection guidelines, we require documentation in the form of a valid warranty card from an Authorized Retailer or proof of purchase in the form of a sales receipt from an Authorized Retailer. 

Please note, 'valid warranty cards' must have the Authorized Retailer's name embossed on the front, must be signed by the Retailer, and must have the date of purchase indicated.



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What is the difference between Required Repairs and Recommended Repairs?
Required Repairs are those repairs that will do the following:
  1. Restore your watch to working order.
  2. Enable the watch to be worn safely and securely on your wrist.
  3. Ensure the watch is water-resistant (for water-resistant models only).
Recommended Repairs are those repairs that may improve the appearance of the watch, but will not affect its proper fit or function.

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How do I get my watch appraised for insurance purposes?
MGI can provide appraisals for watch brands that we manufacture.

Please download, complete and return the Repair and Service Request Form with your watch to the address below. On the form, indicate, "Please appraise my watch for insurance purposes". After we receive your watch, we will mail you an estimate indicating the cost of the appraisal.

MGI
109 State Street
Moonachie, NJ 07074
1-800-810-2311

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What is a "SWISS" Watch?
Movements made in Switzerland, where watchmaking began centuries ago, enjoy a reputation throughout the world today for superb craftsmanship, innovative design, and prestige.


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Do I need to wind my automatic (self-winding) watch?
Mechanical watches with automatic movements have a spring that is wound by the normal, daily motion of the wearer's arm. The arm movement causes a rotor inside the watch to transmit motion (energy) to the barrel, thus winding the mainspring.

An important feature of every automatic winding watch is 'power reserve'. If the watch loses its power reserve because it has been idle for an extended period of time, you can wind it up manually (approximately 20 turns of the crown) to create an initial power reserve.  To retain the power reserve, as stated above, the watch must be worn continously and actively.  If you plan on wearing your watch daily, you may want to manually wind it once every two weeks to keep the wheels in motion and the oil from drying out.  If you do not plan on wearing it daily, we advise you wind the watch about three times a week to ensure continuous operation. Finally, if you do not wear your automatic watch daily, you may want to use a winding box. This box mimics the natural motion of your arm to keep your automatic watch operating.

In contrast, a "manual" mechanical watch does require the watch’s mainspring to be hand-wound by turning the crown, and must be wound each time is loses that power.



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Where do I send my Movado CLOCK for repair?
Please contact the Movado Clock Service Department at:
Movado Service Department
Linden Blackstone Smithfield Industrial Park
1 Tupperware Drive
Suite #18
North Smithfield, RI 02896
1-800-556-7354

However, if you have an Agam, Rosewood or Sapphire Movado clock, please send it to the following address:
MGI
109 State Street
Moonachie, NJ 07074
1-800-810-2311


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Do I get an additional Warranty after you repair my watch?
If Movado Group Inc. (MGI) performs any service on your watch (other than providing an estimate) we warranty the work for one year.

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How do I get my watch repaired?
If your watch needs repair or service, locate the Authorized Service Center nearest you using our Brand-specific listings. Please note: The Authorized Service Centers contained in these listings are the only ones authorized to repair or service our watches. An Authorized Retailer is NOT necessarily an Authorized Service Center.

If you are going to send your watch to our MGI location in Moonachie, NJ, please download and complete and enclose our Repair and Service Request Form with your watch which contains instructions, our mailing address and describes how the repair process works.

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Do I need to keep my warranty card?
We recommend you keep both your warranty card and sales receipt in a safe place after purchase. We require documentation in the form of a valid warranty card from an Authorized Retailer or proof of purchase in the form of a sales receipt from an Authorized Retailer to provide warranty repair service. This requirement is contained in the warranty protection guidelines. Please note, 'valid warranty cards' must have the Authorized Retailer's name embossed on the front, must be signed by the Retailer, and must have the date of purchase indicated.

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How do I respond to a Service Estimate I received in the mail?
If you reside in the United States and have received an Estimate for watch Repair or Service, you can log on at www.mgiservice.com to view and authorize the work. Please use the ID and Password provided on your Estimate.

If you reside in Canada, please respond either by fax: 905-415-9776, or toll-free 1.800.398.6767. You may also send an email message to:
custservca@movadogroup.com

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Will I receive an Estimate prior to my watch being repaired?
If you send your watch to the Movado Group Inc (MGI) directly, and your watch is out of warranty, you will receive an estimate indicating all Required Repairs and their associated costs. You can then decide whether or not you wish to proceed with all of the work, some of the work, or if you would like us to return your watch to you in the condition it was received.

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Can my local jeweler service my watch?
The warranty on all of our watches states that we will not accept watches for repair under warranty if someone other than a Movado Group Inc. (MGI) Authorized Service Center opens the watch. The warranty will be considered void and of no effect if the watch is opened by such person or business. Therefore, we encourage consumers to send watches, which are under warranty, to our Authorized Service Centers. Please note: An Authorized Retailer is NOT necessarily an Authorized Service Center.

If a watch is no longer under warranty, anyone who has proper technical training and equipment (including water-resistant testers) may perform repairs on our products. However, the ultimate responsibility is with the service provider. MGI is not responsible for the work of any such service providers and mot not be able to repair any damage caused by such service provider.

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What battery brand do you recommend?
The battery in your quartz watch is a 1.55 volt, silver-oxide battery. These batteries are specially designed for watches and last approximately 2 – 5 years, depending on the brand and type of watch, and the type of movement used in the watch.

Even for simple battery changes, we recommend that you take your watch to an Authorized Service Center to ensure your watch is handled appropriately. See What steps are taken to replace a battery? for more detail.

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Can you get the scratches off of my case and bracelet?
We will refinish your case and/or bracelet at your request, or if we feel it is required as part of the repair. For Stainless Steel, Gold or Stainless Steel/Gold combinations:

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How long does a typical repair take?
Repair time will vary depending upon the specific Authorized Service Center to which you send your watch, and its guidelines. Each of our Authorized Service Centers will advise you of the anticipated time needed to complete repairs once they have evaluated your watch.

For watches sent directly to the Movado Group, Inc. (MGI)
After your watch is received, it takes approximately 2 days to process the watch and have it estimated by a professional. Estimating will provide you with a list of the repairs required and/or recommended to ensure that your watch keeps time properly, can be worn securely on your wrist and is water resistant (for water resistant models). We then send you a written Estimate via 1st Class USPS Mail so you can examine the proposed work and the associated costs (if the watch is not under warranty). If you decide to proceed with the repair/service work, you can respond to the Estimate by logging on at www.mgiservice.com. You will be given an ID and Password to use for accepting your Estimate and authorizing the repair work described in the Estimate. (Please note, web access is only applicable when you send your watch to MGI in Moonachie, NJ).

Once you have authorized the repair work, it will take an average of 7-10 business days to complete the repair, however your Estimate will give you greater detail. The standard return delivery is via FedEx 2nd Day Delivery, Signature Required.



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Can I access my Operating Manual online?


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How should I pack and mail my watch?
When mailing your watch for repair or service, please:
  1. Pack it securely in padded wrapping materials (for protection against shock) in a sturdy box sealed with tape. DO NOT use the gift box that came with your watch; it is not designed for shipping.
  2. If still under warranty, please include your valid warranty card, or a copy of the original sales receipt from the authorized retailer.
  3. Ship the watch via the courier of your choice, but you may wish to choose a method that allows you to track the package. Remember to insure your watch for its full replacement value.
  4. If you are mailing your watch to our MGI location in Moonachie, NJ, please download and complete and enclose the MGI Repair and Service Request Form with your watch.
  5. If you do not use the form, be sure to include your name, address, phone number and a brief description of the problem with your watch and/or the type of service or repair it needs.
  6. To ensure safe delivery, please do not put “Movado” or the name of any other watch brand on the cover of the package. Note: Our Movado facility in Moonachie, NJ facility is NOT OPEN to walk-in customers. We can accept delivery of watches by mail only at the Moonachie, NJ facility.


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Can I swim with my watch, and is my watch waterproof?
Most watches are water-resistant. NO WATCH is truly waterproof under all conditions. A water-resistant watch has gaskets that help seal the case against average water pressure at a stated pressure or depth. A watch that is water-resistant to 3ATM, for example, is built to withstand the average pressure occurring at 99 feet or 30 meters below the ocean’s surface.

All of our water-resistant watches are tested to meet international standards for water resistance. However, many factors (i.e. tide, current) can influence the actual water pressure felt at any given depth, and a watch should not be taken to the stated maximum depth for any length of time. Watch seals are designed to withstand casual contact with water, such as splashes of water and rain. Unless noted, our watches are not designed for use as a diver’s watch.

Although most of our watches are water-resistant, we do not recommend you shower, enter steam rooms, or bathe while wearing your watch. Many agents, including steam, soap, mildew, salt water, perfume and chlroine can get into the watch, and if not cleaned immediately, the gaskets and seals can break down over time, allowing dust or moisture to penetrate the case and potentially damage the moving components of your watch.

Finally, the crown, special functions and push buttons of your watch or chronograph should not be operated underwater.

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Purchasing a Watch and Parts

Can I order additional Parts?
You can order additional parts for your watch (excluding certain parts for the Ebel Brand) by contacting Customer Service. We accept Visa, Mastercard and American Express.

With the exception of straps, bracelets and links, only Authorized Service Centers are permitted to purchase Ebel brand watch parts.

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Where can I purchase your watches, and what is an Authorized Dealer/Retailer?
We suggest you only purchase our watches from one of our Authorized Retailers (also known as Authorized Dealers). Watches purchased from "unauthorized retailers", in some cases, have been found to be counterfeit, refurbished, illegally imported, worn or otherwise inferior. In addition, a watch purchased from an unauthorized retailer is not covered by our manufacturer's limited warranty. To begin your search for an Authorized Retailer near you, please visit "Our Brands" tab.

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Can I order a different size strap?
Yes, depending on the watch brand and style, you can order a different size strap. Please contact Customer Service for price and availability. We accept Visa, Mastercard and American Express.

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Can I order additional Links for my bracelet?
Yes, if you need additional links for your watch, please contact Customer Service for price and availability. We accept Visa, Mastercard and American Express.

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Are internet vendors Authorized Retailers?
In order to locate an Authorized Retailer, we recommend you that you visit "Our Brands" tab. You can select the brand of watch you are interested in, and search for Authorized Retailers in your area. If you are unsure if someone is authorized to sell one of our watch brands, please contact Customer Service. A watch purchased from an unauthorized retailer is not covered by our manufacturer's limited warranty.

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Can you tell me if my watch is authentic?
We are unable to verify or determine authenticity by a serial number, style number or model number. If your watch was not purchased from an Authorized Retailer, we cannot verify authenticity without physical examination of your timepiece in most cases. When you purchase one of our watches, it should be accompanied by an embossed warranty card that contains the Authorized Retailer's name. Please note: A watch purchased from an unauthorized retailer is not covered by our manufacturer's limited warranty.

If you would like MGI to examine your watch for authenticity, please download, complete and send a Repair and Service Request Form along with your watch to MGI for review.

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Care and Maintenance

How do I care for my leather strap?
Leather requires proper care. Exposure to water may cause your strap to become brittle and eventually break. Contact with perfumes should be avoided to preserve the finish of the leather. The life span of a strap depends on your care and wearing habits as well as the climate in which you live.

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My automatic watch lost its power, do I need to wind it?

Mechanical watches with automatic movements have a spring that is wound by the normal, daily motion of the wearer's arm. The arm movement causes a rotor inside the watch to transmit motion (energy) to the barrel, thus winding the mainspring.

An important feature of every automatic winding watch is 'power reserve'. If the watch loses its power reserve because it has been idle for an extended period of time, you can wind it up manually (approximately 20 turns of the crown) to create an initial power reserve.  To retain the power reserve, as stated above, the watch must be worn continuously and actively.  If you plan on wearing your watch daily, you may want to manually wind it once every two weeks to keep the wheels in motion and the oil from drying out.  If you do not plan on wearing it daily, we advise you wind the watch about three times a week to ensure continuous operation. Finally, if you do not wear your automatic watch daily, you may want to use a winding box. This box mimics the natural motion of your arm to keep your automatic watch operating.

In contrast, a "manual" mechanical watch does require the watch’s mainspring to be hand-wound by turning the crown, and must be wound each time is loses that power.



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Is my Sapphire Crystal scratch-proof or scratch-resistant?
A watch crystal may be scratch-resistant, however no crystal is truly scratch-proof. Therefore, please follow these steps when handling your watch:

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Can I access my Operating Manual online?


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Will pulling out my Stem/Crown extend the life of the battery?

In addition to exposing the movement to dust and moisture which can cause your movement to malfunction, pulling out the stem will not save battery life. Pulling the stem out simply disengages the hands from the movement; the movement continues to run and the battery’s power is still being depleted.



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What is Water Resistance Maintenance?
Water resistance is achieved by installing seals between the major parts of the watchcase. The watch is fitted with a series of gaskets and a specially designed crown, which together, seal the watch and prevent moisture from entering the case. To maintain the integrity of this water-resistant system, periodic maintenance is required. The gaskets and crown are subject to wear and deterioration under conditions of normal use. Therefore, these parts should be inspected and replaced, as needed, each time the watch is opened for service, including battery changes. In addition, water-resistant watches must be tested to ensure that the proper seal has been re-established. NOTE: All work performed by MGI carries a one-year warranty.

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What is a Movement Maintenance/overhaul?
Like any finely crafted mechanism, a mechanical or quartz watch requires periodic maintenance to ensure optimum performance. Power is transmitted by a wheel train to the watch hands which indicate the time. To reduce the friction, the pivots of these wheels are turning in "jewels" - small synthetic rubies. Special lubrication is applied to the jewels to further minimize the friction. Over time, the aging lubrication can deteriorate, causing the watch to run erratically or stop. When a movement is said to be "dry", it means the lubricating oil has started to congeal, and a complete maintenance is needed. A Movement Maintenance (overhaul) is performed by an accomplished watchmaker and consists of the following procedures: NOTE: All work performed by MGI carries a one-year warranty

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What steps are taken to replace a battery?
Most of our products are water-resistant. Special care is needed every time a water-resistant watch is opened, even to replace the battery. In order to change the battery, an accomplished watchmaker performs a detailed process composed of 27 individual steps. Key steps include: NOTE: All work performed by MGI carries a one-year warranty

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How does dust affect my watch?
Even a small particle of dust is enough to stop the watch. Dust can enter a watch if the case, crystal or crown is not intact. A loose, chipped or cracked crystal should be replaced immediately to prevent this from occurring. If you do not wear your watch for a long period, store it in its original box, in a dry place.

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How long will my battery last?
The battery in your quartz watch is a 1.55 volt, silver-oxide battery. These batteries are specially designed for watches and last approximately 2 - 5 years, depending on the brand and type of watch, as well as the type of movement used in the watch.

Even for simple battery changes, we recommend you take your watch to an Authorized Service Center to ensure your watch is handled appropriately, and that water resistance is reestablished after battery replacement. The warranty on all of our watches states that we will not accept watches for repair under warranty if someone other than a Movado Group Inc. (MGI) Authorized Service Center opens the watch. The warranty will be considered void and of no effect if the watch is opened by such person or business. Therefore, we encourage consumers to send watches, which are under warranty, to our Authorized Service Centers. Please note: An Authorized Retailer is NOT necessarily an Authorized Service Center.

If a watch is no longer under warranty, anyone who has proper technical training and equipment (including water-resistant testers) may perform repairs on our products. However, the ultimate responsibility is with the service provider. MGI is not responsible for the work of any such service providers and may not be able to repair any damage caused by such service provider. See What steps are taken to replace a battery? for more detail.

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Do I need to send in my watch for periodic maintenance?
To ensure your watch remains water resistant, we recommend inspection and maintenance of the case seals and gaskets every 2 to 3 years. This maintenance will help seal and protect the watch movement against air, dust, and moisture, which over time, can penetrate the watch case seal, and prevent the watch movement from functioning properly.

All watch movements will require periodic maintenance. We recommend that a mechanical movement be inspected for possible servicing every 3 to 5 years and quartz movements at each battery change.

For specific details about your watch and recommended service, please refer to your warranty booklet.

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Do I need to wind my quartz (battery) watch?
No, the movement of your quartz watch is powered by a battery. If your watch is losing time, the battery may need to be replaced or the movement itself may need service.

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Common Case and Bracelet Materials
Stainless Steel
Gold
Gold-Plated
Platinum
Titanium
Tungsten Carbide

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Is my Bracelet scratch-proof or scratch-resistant?
A watch may be made of a scratch-resistant material, however no material is truly scratch-proof. Therefore, please follow these steps when handling your watch:

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Can I swim and shower while wearing my watch?
Most watches are water-resistant. NO WATCH is truly waterproof under all conditions. A water-resistant watch has gaskets that help seal the case against average water pressure at a stated pressure or depth. A watch that is water-resistant to 3ATM, for example, is built to withstand the average pressure occurring at 99 feet or 30 meters below the ocean’s surface.

All of our water-resistant watches are tested to meet international standards for water resistance. However, many factors (i.e. tide, current) can influence the actual water pressure felt at any given depth, and a watch should not be taken to the stated maximum depth for any length of time. Watch seals are designed to withstand casual contact with water, such as splashes of water and rain. Unless noted, our watches are not designed for use as a diver’s watch.

Although most of our watches are water-resistant, we do not recommend you shower, enter steam rooms, or bathe while wearing your watch. Many agents, including steam, soap, mildew, salt water, perfume and chlorine can get into the watch, and if not cleaned immediately, the gaskets and seals can break down over time, allowing dust or moisture to penetrate the case and potentially damage the moving components of your watch.

Finally, the crown, special functions and push buttons of your watch or chronograph should not be operated underwater.

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How do magnetic fields affect my watch?
The exposure of your watch to strong magnetic fields will affect its time keeping and may cause it to stop. A quartz watch will resume working with original accuracy when it is removed from the magnetic field. A mechanical watch may require demagnetization.

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