THE WATCHES

Are all models limited editions?
Yes, and for a genuine reason, not just for marketing purposes. As a small brand, we have to decide whether to continue producing existing models or invest in new developments. Since we have so many ideas, we usually opt for something new. Each watch bears a unique number on the case back.

What does “Elaboré” regulation mean for the SW 200-1?
The SW 200-1 in Elaboré quality is regulated by our watchmaker in at least four positions and achieves a rate of ±7 seconds per day. We prefer to adjust for positive values. Since accuracy depends on individual wearing habits, we cannot offer a guarantee. If you are dissatisfied, we offer an optimization service and cover 50% of the costs.

Can I have the bracelet shortened before it is shipped?
We ask that you shorten the bracelet yourself, either using the screw links or by visiting a local watchmaker. In our experience, shortening the bracelet remotely is prone to errors, and a shortened bracelet is considered worn if returned.

DELIVERY TIMES & SHIPPING

How do you ship orders?
We ship via UPS and DHL Express, depending on the destination country. Both carriers offer reliable tracking, so you can keep an eye on your watch at all times. Once your order has been shipped, you will automatically receive a tracking number via email.

How long does shipping take?
Items in stock are usually shipped from Stuttgart within 1 to 3 business days. Delivery within Germany takes approximately 2 to 4 business days, and 3 to 7 business days to other EU countries. For international shipments outside the EU, delivery may take longer depending on the destination country.

How long does it take for a pre-order?
The estimated delivery time for each pre-order is listed directly on the product page. As a pre-order customer, you’ll be kept actively informed about the status. Pre-orders come with a lower price. After the pre-order period ends, the watch will cost more.

SERVICE & MAINTENANCE

Can my Heinrich watch be serviced?
Yes, every Heinrich watch can be serviced by our watchmaker in Pforzheim. We recommend a service every 3 to 5 years, depending on how often you wear it. During the service, the movement is cleaned and inspected, and parts are replaced or repaired as needed. You can find all the information on our Service page.

How do I request a warranty repair?
Every Heinrich watch comes with a 24-month warranty against manufacturing defects. Please contact us at service@heinrich.watch before sending your watch in, so we can coordinate the next steps together. You can find the full warranty terms and conditions on our website.

Do you also offer international service?
Yes. We work with a global network of selected service partners, so watches do not necessarily have to be sent to Germany for servicing or repairs. In the U.S., we serve our customers through Eugene Stohlman in Washington, D.C., an experienced independent watchmaker with many years of expertise. For service inquiries from abroad, please contact us at service@heinrich.watch; we will connect you with the appropriate partner in your region.

PAYMENT METHODS

What payment methods do you accept?
We accept all major payment methods: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna, Shop Pay, Maestro, Bancontact, iDEAL, Wero, and Union Pay. All transactions are processed securely through Shopify Payments.

Can I pay in installments?
Yes, you can pay for your purchase in installments through Klarna. The available options will be displayed at checkout, depending on your country and creditworthiness.

CUSTOMIZATION

Can I have a Heinrich watch personalized?
For individual customers, custom engraving is available upon request—just send us a message. For businesses, brands, and collectors, we also offer full small-batch production services: from design concept to mass production, starting at 50 pieces. You can find more information on our Customization page.

What is the minimum quantity required for a small-batch production run?
We produce small-batch runs and corporate editions starting at 50 units. Our services include design, technical specifications, prototyping, production, and quality control—all under one roof. Feel free to submit a non-binding inquiry via our contact form.

NEW MODELS & WAITING LIST

How can I find out about new models and releases?
The most reliable way is through our newsletter, where we announce new models, pre-orders, and events first. Alternatively, you can join our private Facebook group for Heinrich owners and pre-order customers, where we share exclusive updates ahead of time.

Is there a waiting list for sold-out models?
There is no traditional waiting list for sold-out models. We decide on a case-by-case basis whether a model will be re-released. If you’d like to stay up to date, you should subscribe to the newsletter and join the community group.

When will the next model be released?
We intentionally keep our roadmap open-ended. New models are announced as a surprise, not months in advance. If you don’t want to miss anything, subscribe to our newsletter and join our Facebook group.

PURCHASES & RETURNS

Is payment for a pre-order charged immediately?
Yes, payment is due immediately even for pre-orders. To compensate for the wait, you’ll benefit from the pre-order price. Once the pre-order period ends, the watch will cost more.

Can I return the watch?
You have the right to return the watch within 14 days of receipt, provided it is unworn, the strap is still covered in protective film, and there are no signs of use. We will refund the purchase price upon receipt. You are responsible for the cost of insured return shipping. You can find all the details about your right of withdrawal on our website.

SHIPPING & CUSTOMS

Are there any customs duties?
Not within the EU. Our watches are shipped from Stuttgart, and VAT is included in the price. Outside the EU, the price is net, excluding VAT. Customs duties and import taxes are levied by the destination country and are beyond our control. For US customers, we offer DDP (Delivered Duty Paid) shipping for a flat rate of $69. This means that customs duties, import taxes, and all applicable fees are already included. You pay exactly what you see, with no surprises upon delivery.

Where can I see the watches before buying them?
We focus on direct online sales, which allows us to offer fair prices without retail markups. However, we have select partners where you can view and purchase parts of the collection in person. You can find details on our retailers page.