Frequently asked questions
No Result Found
How do I create an account? Read Close
Do I need to set up an account to place an order? Can I shop without an account? Read Close
You may place an order as a Guest, without an account. However, we recommend creating an account for personalised preferences, to save the creations you desire, and for ease of access for future purchases.
How can I make changes to my account details? Read Close
To make changes to your account, first log in to your account. There you will have the option to modify your account details. Once you have updated your personal data, please ensure that you save your changes.
How do I reset my account's password? Read Close
If you have forgotten your password, please click here. We will send you a new password by email. Please check your Spam folder if you do not receive this message.
How do I subscribe/unsubscribe to your emails or newsletter? Read Close
To subscribe to our newsletter, please submit your email address through the Webform found at the bottom of our website. To unsubscribe, kindly follow the "unsubscribe" link found at the end of the email messages you have received.
Is my personal information private? Read Close
Can I place an order over the phone? Read Close
Yes, our Panerai ambassadors will be able to process your order over the phone in most cases. Please contact our Client Relations Centre on +44 20 71940260. Our representatives are available from 9 am to 7 pm from Monday to Friday and from 9 am to 5 pm on Saturday.
Are all Panerai watches available for purchase online? Read Close
Most watches are available for online purchase, except for unique pieces, high luxury and high-complication watches. Should you wish to purchase a watch that is not available online, please contact our Client Relations Centre on +44 20 71940260.
How can I inquire about the price of a watch if it is not displayed on the website? Read Close
Please contact our Client Relations Centre on +44 20 71940260 or visit your nearest Boutique, which can be found here.
Can I save a product for later? Read Close
Due to the limited number of our pieces, we do not offer product reservations.
If a product is out of stock is there a way I can be notified when it becomes available? Read Close
To be notified if a sold-out item becomes available again, click on "Back in stock notification" on the item's page and then enter your email address. You will receive a notification once the item is back in stock.
Can I change or cancel my order once it has been placed? Read Close
Please direct any enquiries to the Client Relations Centre on +44 20 71940260 to find out if your order can be changed or cancelled.
Is shopping online with Panerai secure? Read Close
Yes, all data and payment information submitted through our e-Boutique is safely secured by SSL encryption (https).We do not retain your payment information, including credit card numbers or PayPal account details.
Which payment methods are available? Read Close
Paypal and credit cards (Visa, MasterCard, American Express, CUP) may be used for all purchases. Orders valued at €2000/£2000 or higher may be paid via bank transfer (not available in the Netherlands).
Can I select the currency I pay in? Read Close
No, payments are made in the currency of the delivery country.
Is it possible to charge a single order to multiple cards? Read Close
No, orders must be paid in full via a single payment method.
When will I be charged for my order? Read Close
Your credit card is charged once your order is shipped; however, your account may show a pre-authorization hold of the payment immediately.
Bank Transfer: You will be charged as soon as you have made the transfer.
May I change the payment method after placing my order? Read Close
No, once an order is placed, it is not possible to change the payment method.
How much taxes and duties will I have to pay? Read Close
Product prices displayed on our website include applicable VAT based on the shipping country. To ensure that the most accurate pricing and taxes are displayed, please select the country of delivery from our website country selector. Parcels shipped within the European Union are not subject to duty fees.
From which countries do you accept payment? Read Close
We accept payment from 73 countries listed below:
Bosnia and Herzegovina
United Arab Emirates
US Virgin Islands
I am visiting from outside the EU. Can I claim VAT back on purchases made online? OR I am visiting Switzerland, can I claim VAT back on purchases made online? Read Close
A VAT refund is offered for orders that meet certain conditions.
For online and phone orders, refunds can be requested via our client relations centre. In the case of Boutique pick-up, refunds can be requested in the Boutique at the time of order collection.
Please contact the Client Relations Centre on +44 20 71940260 for more information.
What shipping methods are available? Read Close
Panerai offers five methods of delivery in Europe:
- Standard Delivery: 2-5 business days*
- Next-Day Delivery: the next business day*
- Next-Day pre-12 Delivery: the next business day, before noon*
- Saturday Delivery*
- Boutique Pick-Up Delivery: the next business day*
Please note, delivery times are estimates.
For all orders in Switzerland, Panerai offers also free next day* delivery. Different time slots are available:
- Morning - 6.30-9.00 AM
- Evening - 5.00 - 8.00 PM
- Saturday morning - 9.00 AM - 12 PM
- Daytime - 9.00 AM - 6.00 PM
* if order is placed before noon.
Which countries do you ship to? Read Close
Panerai is currently shipping to 12 countries in Europe:
- United Kingdom
For orders placed in Switzerland, shipping is limited within the country only.
Can I have my order delivered to a collection point or PO Box address? Read Close
We do not ship to certain addresses, such as military, certain restricted areas, pick-up points or PO boxes.
May I pick up my order at one of your Panerai boutiques? Read Close
Boutique pick-up is offered only in certain locations:
Boutique Faubourg Saint-Honoré - Paris FR
Boutique Paix - Paris FR
Boutique New Bond Street - London UK
Boutique Maximilianstrasse - Munich DE
You have 20 days to collect your order in the selected boutique otherwise the order will be cancelled.
Can I track/follow the status of my order? Read Close
Once your order is shipped, you will automatically receive a tracking number via email.
Will I be charged by customs? Read Close
No, orders delivered within the European Union will not be charged by customs.
Do you offer same-day delivery service? Read Close
No, same-day delivery is not offered at this time. Please refer to our Condition of Sales for more information on delivery options.
Can I send my order as a gift? Read Close
Yes, all our orders are shipped beautifully wrapped, and may include a gift message of your choosing.
Is my package insured and do I need to sign for my order? Read Close
Yes, your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.
All orders above 10,000 EUR and some orders below this value will require an ID check from the recipient specified on the shipping label. For more information, please contact our Client Relations Centre on +44 20 71940260.
How can I exchange my order? Read Close
Free exchanges are available for all orders within 14 days of receipt. For more information, please contact the Panerai Client Relations Centre on +44 20 71940260. Our ambassador will proceed with the exchange request and organise the return of the original piece. All exchanges are subject to a quality control once they have been received by our warehouse. The new product will be shipped if the returned item passes the quality control.
How can I return my order? Read Close
Free returns are available for all orders within 14 days of receipt. For more information, please contact the Panerai Client Relations Centre on +44 20 71940260. Our ambassador will organise the return of the piece. All returns are subject to a quality control once they have been received by our warehouse. Refunds will be issued only if the returned item passes the quality control.
Can I return or exchange my order in store? Read Close
Yes, only orders that were shipped using Boutique Pick-Up delivery can be returned in stores.
You will only be entitled to receive boutique merchandise credit*. No cash or card refunds will be issued.
*Boutique merchandise credits can be used in all Panerai boutiques in the delivery country only.
Do I pay the return shipping costs? Read Close
No, return shipping is offered free of charge.
How long will it take to process my refund? Read Close
All refunds will be processed within 14 days after receipt of the returned item by the Panerai e-boutique distribution center.
Can I track the status of my return order? Read Close
Once your parcel has been collected, you may track your return via the tracking number provided by the Carrier. In order to do this, you must insert the return tracking number in the Carrier website. We advise you to keep your receipt until you receive return confirmation by email.
For high value orders, specific transport may need to be organised. In this case, please contact our Client Relations Centre on +44 20 71940260 for more information on the tracking of your return.
May I exchange or return an item that was given to me as a gift? Read Close
Yes, if you have received an item as a gift and wish to return or exchange it, please contact the Client Relations Centre on +44 20 71940260.
Do you offer gift wrapping? Read Close
Yes, all Panerai orders are shipped beautifully wrapped.
May I include a personal gift message with my purchase? Read Close
Yes, you may include a personalised gift message in your order.
Can I purchase a gift voucher? Read Close
No, our e-Boutique does not offer gift vouchers at this time.
Can I have the strap changed on a watch I would like to order? Read Close
No, our e-Boutique is not offering strap exchange at this time.
Can the bracelet be adjusted on a watch I would like to order? Read Close
No, our e-Boutique is not offering strap adjustment at this time.
Where can I purchase your watches? Read Close
Panerai watches are available for purchase via the e-Boutique website or on +44 20 71940260, as well as in our Boutique locations which can be found here.
How can I contact Panerai? Read Close
Our e-Boutique concierge service is available by telephone +44 20 71940260, email email@example.com, and chat.
How can I find the price of a watch? Read Close
The price of most Panerai creations is displayed on our website, except for unique pieces, high luxury and high-complication watches. Please contact the e-Boutique on +44 20 71940260 for further details.
Are all watches warranted? Read Close
Yes, Panerai watches carry a two-year warranty from the date of purchase.
What are the warranty conditions? Read Close
Your Panerai is guaranteed against all manufacturing defects for a period of 24 months starting from the date of purchase, provided that the warranty card is signed by an authorized dealer.
This warranty does not cover wear and tear, or damage caused by inappropriate handling. All repairs or servicing work carried out by third parties not authorized by Panerai would automatically invalidate your warranty.
Register your timepiece, join Pam.Guard and extend your International Limited Warranty for up to 8 years.
The Pam.Guard extended international limited warranty is available for all Panerai watches purchased within the past two years. Some restrictions apply.
For further details please consult the Int. Ltd. Warranty section.
Do you offer a certificate of authenticity? How can I receive it? Read Close
Yes, all creations come with a unique, non-reproducible Certificate of Authenticity. Otherwise you can drop off your watch to any Panerai authorized dealer and request the certificate. The watch will be then sent to our manufacture in Neuchâtel so that our Customer Service watchmakers can verify and both the internal and external components. It takes 6 to 8 weeks and costs approximately 350 euros for watches produced since 1997.
Can I schedule an appointment in one of your boutiques? Read Close
Yes, please contact the Boutique of your choice directly by clicking here or contact our Concierge service at firstname.lastname@example.org or on +44 20 71940260 to arrange an appointment.
Do you offer repairs service? Read Close
Yes, we offer repair and/or restoration services for our creations. A physical inspection of the piece will be completed by our watchmakers, and a repair estimate will be issued for your approval prior to service.
Where can I have your watches serviced/repaired? Read Close
To have your creation serviced or repaired, kindly visit your closest authorised retailer or Boutique by clicking here, or drop-off directly at an authorised repair centre or contact the concierge service on +44 20 71940260 or at email@example.com.
How long does it take to have your watches serviced? Read Close
As each service request is considered independently, you will be informed of the estimated repair time once your Panerai has been physically examined.
As a reference, a complete service usualy takes between 4 and 8 weeks.
Can I track the status of my repair? Read Close
To track the status of your repair, kindly contact the Boutique or authorised retailer where you submitted your creation for service. You may also contact our Concierge Service on +44 20 71940260 with your repair number.
Why should i service my watch? Read Close
A simple self-winding mechanical movement has more than a hundred pieces working together 24 hours a day. These components require regular, though not frequent, attention. As with a car engine, certain parts simply need to be cleaned and re-lubricated to ensure they do not wear down, potentially necessitating more serious repair work in the future.
When should i service my watch? Read Close
Like any high-precision instrument, a watch need regular servicing to ensure that it keeps functioning perfectly. The service interval can vary depending on the owner’s habits, the climate and the type of use. The water resistance cannot be guaranteed permanently. It may be affected by the ageing of gaskets or by an accidental shock on components ensuring the water resistance. We recommend to have it checked every 2 to 3 years or every year if the watch is used for water activities.
How should I care for my Panerai? Read Close
We recommend maintenance every 2-3 years with a complete service every 4-5 years. For further details, kindly contact the Concierge Service on +44 20 71940260.
How much does a service cost? Read Close
Our prices are based on the level of complexity of the movement, the amount of time necessary for the watchmaker to do the service and the spare parts involved. Please contact our concierge or your Panerai boutique to have the service prices regarding your specific model.
How can i take care of the leather strap ? Read Close
Leather is a natural material and susceptible to premature wear when in contact with water, or prolonged exposure to the sun.It is also recommended to take off the watch at night so the leather can breathe. All smooth leather types, can be gently cleaned with a wet cloth. Please note that leather straps are not guaranteed and regular replacement is advised depending on wear.
How can I have my watch strap exchanged or cleaned? Read Close
To have your strap or bracelet exchanged or cleaned, kindly visit your closest authorised retailer or Boutique. To purchase a new strap or bracelet, we invite you to contact the e-Boutique on +44 20 71940260 or at firstname.lastname@example.org or visit your nearest authorised retailer or Boutique.
Why should I have my timepiece serviced? Read Close
Your timepiece is a high-precision instrument and the greatest care has been taken in its design and production. Composed of numerous components, oils, and lubricants, it deserves the greatest attention to ensure that it continues to work perfectly for many years to come.
What will happen after I give my timepiece for service? Read Close
The watch will be given to the closest Richemont Service Centre where our Panerai watchmakers will take care of it. After registration, a detailed diagnosis will be made in order to evaluate the condition of the watch and define which new parts or service it requires. For specific services or products, the maintenance work can only be carried out in our manufacture in Switzerland. You can find more information in the service section.
Do you offer a polishing service for watches? Read Close
Yes, to have the case or bracelet of your watch polished, we invite you to visit your closest authorized retailer or Boutique.
Can I report counterfeits or stolen watches? Read Close
To report potentially counterfeit goods or stolen Panerai watches, we invite you to contact our Concierge Service on +44 20 71940260 or at email@example.com.
What are you doing to protect the environment? Read Close
Panerai is committed to creating a sustainable future for business, society and the environment. To discover our Corporate Social Responsibility policy, kindly visit the Sustainability section of our website by clicking here.
What is specific about the luminosity of Panerai watches? Read Close
It is part of the brand's history to provide a high luminosity even under water. Tritium was the first material used in the Panerai watches but it is no more authorized. We use now Super LumiNova grade A material for all dials and hands of our watches. The SLN material takes its luminescence from daylight or any artificial source of light. The watch should therefore be exposed to bright light in order to provide a glow in the dark. The luminescence decreases with hours but it is restored as soon as the watch is exposed again.
What is the accuracy tolerance for my watch? Read Close
The majority of watches (without a chronometer certificate) have an average precision tolerance ofbetween -5/+10 seconds per day in all positions. However, each caliber has its own specifications which are detailed in the user booklet.
What is the difference between a chronograph and a chronometer? Read Close
A chronograph is a watch with hands that display hours, minutes, and seconds together with a mechanism for measuring elapsed time by means of a central chronograph hand, which records seconds, and totalizers for the minutes and hours (not mandatory).
A chronometer is a watch whose movement has obtained an official rate certificate from the COSC (Official Swiss Chronometer Testing Institute) after having passed precision tests in different positions and at different temperatures over a 15-day period.
What is the difference between an automatic and manual movement? Read Close
The difference between these two movements is the way in which the watch is wound up to give it energy. Manual-winding watches must be wound by hand at a regular frequence depending on their power reserve (3 to 8 days for Panerai watches). Self-winding watches are wound by an internal rotor which responds to wrist movements. Self-winding watches usually have a power reserve of at least 40 hours and therefore have suffiient energy reserves to maintain a stable rate when the watch is not being worn.
How do I adjust time? Read Close
The time is set by pulling the crown to the time setting positions. The stem has different positions possible depending on the functions of your watch (chronograph, flyback...). You can find information about its functions or how to make small adjustments in the product manual.