Where to find the tracking number?
Thank you for your order. To track your package, simply log in to "My Account" with your email address and password used during your purchase. Once logged in to your account, you will see on the right side of the page a list of all the orders you have placed with their respective dates. Click on the "Details" button next to the order you want to check to get its status and tracking number. By clicking, you will be redirected to the carrier's page where you can see the progress of the delivery.
How to exchange your watch?
Upon receiving your order placed on our website www.lip.fr, you have a period of thirty days (30 days) to return the watch to us if it does not meet your expectations. To do this, simply send back your order in a package, without having worn it, and complete the Return Form enclosed in your package. Don't forget to clearly indicate your initial order number (e.g., order no. PXXXXX) and send your return to the following address:
Manufacture Générale Horlogère
Service E-commerce Lip
2 Avenue de la Gare
32700 Lectoure - France
For deliveries made in France, you will find a prepaid label in your package that allows you to return the watch to us free of charge. For all other countries, the return shipping costs are the responsibility of the customer.
We advise you to protect your watch well during shipping (using the original packaging if possible) to avoid any damage during transit. We will process the partial refund of the price difference within 10 business days if you selected a less expensive model compared to your initial order. If the desired model costs more, we kindly ask you to include a check for the difference amount in your package. This calculation is based on the watch's TTC price, excluding delivery charges.
How can I obtain a refund if I am not satisfied?
Upon receiving your order placed on our website, you have a period of thirty days (30 days) to return the product if it does not meet your expectations. To do so, simply send back the item in a package, complete the return form included in your package. Please make sure to provide your original order number (e.g., order number P0000XX) and send the package to the following address:
Manufacture Générale Horlogère
E-commerce Service Lip
Avenue de la Gare
32700 Lectoure - France
For deliveries made in France, you will find a prepaid label in your package for free returns. For all other countries, return shipping costs are the responsibility of the customer.
We will process a full refund of your purchase (including shipping fees) within 10 business days.
Is it possible to get an estimate of the price or manufacturing date of an old LIP model?
If you own an old model of the Lip brand and wish to obtain information about its estimated value and manufacturing year, we have a dedicated service that can provide you with information based on the details found in our archives. To receive this information, we advise you to:
Send us an email containing your complete contact information, along with any known details about your watch: reference number, year, material (if gold, please include its weight), and make sure to attach a clear front photo of your watch to the following email address:
contact@lip.fr
Please note that a minimum processing time of one month is required for your request.
We will provide you with the information requested as soon as possible.
We will process a full refund of your purchase (including shipping costs) within 10 business days.
HOW TO (RE)PURCHASE A STRAP FOR MY LIP WATCH?
Most LIP straps are available for purchase on our website lip.fr.
To order a new strap: https://lip.mgh-watches.com/en/15-bracelet
For any additional information, you can send your request to contact@lip.fr
Please specify the reference number on the back of your watch, such as 187xxxx OR 67xxxx.
What is the duration and the conditions of the warranty?
Your Lip watch is covered by an international warranty of 2 years from the date of purchase. The warranty certificate or proof of purchase must be provided along with the watch for any repairs covered under warranty.
This warranty covers manufacturing defects and extends to the functioning of the movement. However, it does not cover the battery life beyond 6 months, normal wear and tear, aging of materials, the strap, glass, case, peeling of plating, or damages resulting from negligence, impacts, accidents, lack of care, failure to follow the instructions provided by us, inappropriate use, or interventions outside of our services.
The terms of this warranty do not affect the buyer's rights to recourse for hidden defects as per Article 1641 of the Civil Code.
Aftersales service (SAV), HOW SHOULD I PROCEED TO HAVE MY LIP WATCH REPAIRED UNDER WARRANTY?
If you have purchased your watch on the lip.fr website or in-store and it presents a malfunction under warranty, we invite you to send it to our Lip after-sales service. To do so, simply send it to us by mail in suitable protective packaging and accompanied by your warranty card or proof of purchase. Our team of professional watchmakers will assess the specific technical issues with your model. If these repairs are not covered by the warranty, our service will then send you a quote that you can accept or refuse.
Please kindly return your watch to the following address:
Shipping via post:
SMB
After-Sales Service
BP 87504
25075 BESANCON CEDEX 9
Shipping via other carriers:
SMB
After-Sales Service
Chemin des Maurapans
ZAC de Chatillon
25870 CHATILLON LE DUC
Email: savlip@smb-horlogerie.com
Tel: 03.81.48.48.61
Click here to know the applicable rates.
Shipping costs for the return of the watch following a service in the workshops of SMB SAS are covered by SMB SAS, only for warranty repairs and for shipments within Metropolitan France.
For other destinations, shipping costs will be charged to the consumer, according to the following rate grid: Europe: 14€ incl. VAT, Overseas Territories and Overseas Departments: 31€ incl. VAT, rest of the world upon request. (Customs duties and taxes not included)
What is the average repair and quote processing time?
Upon receiving your watch, we will create a registration file. If the repairs are covered by the warranty, the watch can be repaired within a timeframe of 15 days to 1 month, depending on the repairs needed.
If the repairs require a quote, the quote will be provided within a timeframe of 15 days to 1 month. Upon receiving the confirmed quote, the watch will be repaired and returned within a maximum of one week
I HAVE LOST THE MANUAL FOR MY WATCH. WOULD IT BE POSSIBLE TO RECEIVE A NEW ONE?
You can download the manual for your LIP watch by clicking on the corresponding link for your model:
- Himalaya Calendar Manual
- Himalaya Chronograph Manual
- Himalaya Courage Manual
- Diode Manual
- Power Reserve Manual
- Automatic Mariner Manual
- Mariner GMT Manual
- Mach 2000 Chronograph Manual
- Nautic-Ski Manual
- General Mechanical + Automatic Manual
- General Quartz Hour and Date Manual
For further information, you can contact us:
Tel: +33 (0)3 81 48 48 58
Email: cdias@smb-horlogerie.com
How do I set my automatic watch?
You have just acquired a model with an automatic movement. Unlike a traditional watch (quartz watch), you need to regularly wind the mainspring of the automatic movement for the watch to function correctly. When the watch is stopped (first use) or has not been worn for a few hours, you need to wind it by turning the crown about fifteen times (crown in the normal position) or by shaking the watch for 1 minute (the oscillating weight will wind the mainspring). Afterward, the watch will be powered by the movements of your wrist.
We recommend repeating this winding process daily if you notice that your watch is running slow or has stopped.
Of course, our team of professional watchmakers is also available to provide you with personalized explanations.
You can contact them at:
Phone: +33 (0)3 81 48 48 58
Email: cdias@smb-horlogerie.com
Despite the instructions, I still can't set my watch. Can you provide me with a solution?
If, despite the detailed instructions provided for your model, you are still having trouble with the settings, our professional watchmakers are here to assist you with a personalized explanation.
To avail their assistance, simply contact them at the following number:
Phone: +33 (0)3 81 48 48 58
Email: cdias@smb-horlogerie.com
What maintenance should I provide to my watch to preserve it over time?
To preserve the brilliance of your watch, we recommend using a soft brush soaked in warm soapy water and gently brushing it (this maintenance is possible only if your watch is water-resistant to at least 50 meters). Then, rinse the watch thoroughly with fresh water and wipe it with a soft cloth. We particularly advise performing this operation after swimming in a pool or the sea.
Additionally, we suggest avoiding prolonged contact with water to ensure the longevity of your leather straps.
Please refrain from exposing your watch to contact with oily substances, cosmetic products, or prolonged exposure to sunlight, as they could quickly damage the water-resistance seals of your watch.
Furthermore, it is essential to protect your watch from any impacts and avoid intense activities such as DIY projects or highly dynamic sports.
WHAT ARE THE WATERPROOFING PRINCIPLES OF A WATCH?
The waterproofing of a watch is always indicated on the case back of the model. If no indication is mentioned, your watch is not waterproof.
A watch waterproof to 30 meters will not allow any immersion and can only withstand occasional splashes. Therefore, we advise you to remove your watch before any contact with water, such as hand washing or dishwashing.
A watch waterproof to 50 meters allows for limited immersion, such as bathing in a bathtub or swimming pool without diving. However, a direct jet of water from a shower or faucet onto the glass or push buttons can exert a pressure equivalent to 50 meters, and your watch may become susceptible to water damage.
A watch waterproof to 100 meters allows for full contact with water and immersion, even during sports swimming.
A watch waterproof to 200 meters allows for use in deep water activities such as scuba diving, jet skiing, or cliff diving.
It is essential to understand that waterproofing is guaranteed during manufacturing, but it cannot be guaranteed for the entire lifetime of the watch. The waterproof seals undergo normal aging, so it is important to have the waterproofness of your watch checked whenever it is opened and also during regular maintenance checks every year.
RATES AND DELIVERY TIMES
All orders placed before 11 a.m. from Monday to Friday are shipped the same day. Orders placed after this time will be shipped the following day (next working day from Monday to Friday - no Chronopost delivery on Saturdays).
Rates and delivery times vary depending on your delivery country and the chosen carrier.