For a repair, we usually only need the watch case itself (the watch head). Please remove the strap before shipping and send the watch without accessories, documents, or the original watch box.
What to include in the package – and what to keep at home
To prevent accidental damage, misplaced items, or storage issues in our workshop, please send only what is strictly necessary:
Yes, please send: Only the watch case (watch head).
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Please keep at home:
Strap: Please remove any leather, metal, or textile straps before shipping. Exception: If your inquiry explicitly involves a defect with the strap or buckle, please contact our support team first.
Original STERNGLAS watch box: Please do not use the original presentation box as shipping packaging.
Documents: Do not enclose notes with problem descriptions, invoices, or warranty cards unless our support team has explicitly asked you to do so. We track and match your watch digitally via your repair case number.
How to securely package the watch case
Use a sturdy, separate shipping box and ensure the watch is well padded:
Wrap the watch case carefully in protective material (such as bubble wrap) to cushion the crystal, crown, and case against impacts.
Fill any empty space in the box with packing material so the watch cannot move around during transit.
Seal the parcel securely with packaging tape.
Can I send multiple watches in one package?
If you need to send in more than one watch for repair, please arrange this with our customer support team beforehand. This ensures each watch is assigned its own repair case in our system and prevents mix-ups.
What to do if you need assistance with your shipment
If you are unsure how to remove the strap or have questions about your ongoing repair case, feel free to contact our customer support:
Click here to contact our support team: Contact STERNGLAS Customer Support