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Product Information
Where are your watches crafted?

Our timepieces undergo a creation process, and we collaborate with premium suppliers globally. The design and pre-prototyping stages take place in Switzerland, ensuring utmost attention to detail. Additionally, media, renderings, hand sketches, and website development are personally handled in Geneva, Switzerland.

Tell me more about your sourcing and production methods.

Transparency is a cornerstone of our brand. We carefully select and partner with exceptional suppliers worldwide to maintain the highest standards in design, sourcing, and manufacturing. The final assembly occurs in La Chaux-de-Fonds, Switzerland.

Are your watches waterproof?

Our watches boast a water resistance rating of up to 30 meters (3 atm). We advise against water contact while wearing a leather bracelet. After your purchase, you'll be able to find the user guide on our website, providing essential information and instructions related to our brand and your purchase.

Do you offer custom engravings for your luxury watches?

Certainly! Personalisation is at the core of our brand. While the serial number follows a standardised format, you can personalise the engraved name on the watch, including a nickname or personal name. Additionally, the group or community name and significant year can be tailored to your preferences.

Can I request a custom-designed timepiece?

Absolutely! We take pride in our ability to create bespoke timepieces for special occasions or collaborations with communities. Please reach out to our team at collab@arsenelippens.com, and we'll be happy to discuss your custom design requirements.

Are your watches suitable for formal occasions?

Our watches are designed with versatility in mind, making them ideal for both formal events and everyday wear. The elegant craftsmanship and sophisticated design ensure they complement various styles for men and women.

Are your watches suitable for individuals with sensitive skin?

We prioritise using skin-friendly materials for our watch straps to ensure a comfortable experience for all wearers, including those with sensitive skin. You can find out more in the section of product information.

Do you offer gift packaging for your watches?

We take great care in presenting our watches as exquisite gifts. Each timepiece is beautifully packaged, making it an ideal choice for special occasions and celebrations.

Pricing & Payment
What currency are your luxury watches priced in?

All product prices are quoted in Swiss Francs (CHF) for orders made using Visa/MasterCard on our website.

Are local taxes and import duties included in the prices?

Please note that our prices exclude local taxes and import duties. Additional charges related to customs and duties are the responsibility of the customer and will be billed by our logistics partners or local customs authorities upon delivery. As we ship watches from Switzerland, the specific duties and VAT rates vary depending on the destination country. This is a standard procedure for brands without physical boutiques.

Shipping & Delivery
Which shipping services do you use?

To ensure secure and timely delivery, we partner with reputable shipping providers like EasyShip, FedEx Express, DHL Express, UPS Express, Aramex Express, and others. Each shipment is assigned a tracking number, and comprehensive worldwide insurance coverage is provided for peace of mind.

Do you offer worldwide shipping?

Yes, we offer worldwide shipping for our watches, except for the following countries: Israel, North Korea, Cuba, Iran, Syria, Russia, Ukraine, and The Crimea.

How can I track my order?

Upon shipment, you'll receive an email notification with tracking information. If you haven't received this email, please contact us at support@arsenelippens.com, and we'll promptly resend the tracking details. Please allow 48 hours before seeking tracking information.

My tracking number isn't working; what should I do?

Newly assigned tracking numbers typically take about 24 hours to become active. If your tracking number remains inactive after this period, please email us at support@arsenelippens.com, and we'll assist you in resolving the issue. Please note that weekend deliveries are not available.

When will my order be shipped?

Each event's unique experience influences shipping times, which may vary based on mutual agreements and specific story requirements. The production of a model typically takes around 4-6 months or longer, depending on order volume and model.

What if my product arrives damaged?

In the rare event of receiving a damaged product, please contact us within 48 hours of delivery. Before returning the parcel, kindly email us with the following information: 1) Your order number and full name, 2) Complete shipping address, and 3) Photographs clearly showing the defective, damaged, or incomplete product(s).

Warranty & Repairs
What kind of warranty do you provide for your watches?

We offer an international warranty for all our watches, covering a duration of up to 24 months from the date of delivery. Please note that as our products are personalised, we do not offer refunds.

What is covered and not covered by the warranty?

Our warranty addresses technical issues resulting from production or assembly errors but does not cover damages caused by improper use, activities that compromise the watch's integrity, user errors, or unauthorised attempts to disassemble or modify the watch. For detailed warranty information, please contact us or refer to our Terms and Conditions.

Do you offer repair services for your watches?

Certainly! Wep provide comprehensive repair services for our watches. In case you encounter any issues, we highly recommend reaching out to us directly at support@arsenelippens.com. Our team of experts will promptly assist you in resolving any concerns with your timepiece. Please note that for the validity of the warranty, we advise having your watch serviced by our specialised team here in Switzerland. If the watch is repaired by a local jeweller or watchmaker, the warranty may become void. Our dedicated service ensures that your watch receives the care it deserves and retains its exceptional quality and performance.

Community & Events
Why does your brand place emphasis on community stories?

At Arsène Lippens, we believe in watches that go beyond mere timekeeping. Our initial models, Numerico (Swiss quartz) and Visionario (Swiss chronograph), are thoughtfully designed to resonate with individuals who value a strong sense of community. By infusing our watches with stories that celebrate achievements and shared experiences within these communities, we aim to foster pride, connection, and unity.

Can you tell me more about the events you organise with the communities?

We believe in fostering a strong sense of belonging within our community. As part of this commitment, we collaborate with communities to organise exclusive events and gatherings. These events provide unique opportunities to connect, share experiences, and celebrate achievements together.

How are watches gifted to members of the community during events?

At Arsène Lippens, we offer a unique gifting experience exclusively to the communities we collaborate with. During our special community events, we celebrate the achievements of our members by presenting them with personalised watches. This symbolic gesture serves to commemorate their accomplishments and reinforces the strong bond shared within the community. The gifting experience is exceptional, creating cherished memories for our valued community members. However, please note that this experience is only offered when mutually agreed upon between Arsène Lippens and the community we work with, ensuring that each event is tailored to meet the community's preferences and desires.

Brand & Location
Do you offer appointments in Neuchâtel?

While we currently do not have a physical showroom, we are always open to personal meetings to acquaint you further with our brand and foster connections within our community.

How can I contact you if I have more questions?

We highly value your opinions and desires as we continually develop our brand in collaboration with our community. We are readily available through social media networks and email. Feel free to contact us by phone on WhatsApp at +41 76 304 05 28 or via email at info@arsenelippens.com. We will be delighted to answer all your questions.

Where is your brand headquartered?

Our brand's headquarters are located in Neuchâtel, Switzerland. We are easily accessible through social media channels and email. Our team responds during Swiss weekday working hours and warmly welcomes visitors for coffee and engaging discussions about watches and design here in Switzerland.