Service & Warranty Information

Customer Service

For general inquiries, please contact our customer service team:

For inquiries related to servicing your watch or claiming your warranty, reach our Service Center team:

Warranty & Service Information

Your Orient® or Orient Star® watch is warrantied against manufacturing defects by Orient Indonesia:

  • Orient watches purchased after April 1, 2026 — 3 years
  • Orient watches purchased before April 1, 2026 — 2 years
  • All Orient Star watches — 3 years

The warranty does not cover:

  • Defects or damage after the warranty period expires
  • Watches without a valid warranty number
  • Watches that have been repaired by individuals not affiliated with Orient Indonesia, including watches determined to have non-official parts or components
  • Scratches or dents that result from wear
  • Glass, strap or band, watch case, bezel inserts, or battery. Orient Indonesia may charge for replacing these parts

Orient Indonesia’s official service center is required to submit all watch parts and components replaced under warranty to our global service team in Japan as part of the claims process. Your watch will be returned without the defective or damaged parts that were replaced.

Claiming your in-warranty service

Bring or mail your watch to our official service center at the address below, together with proof of purchase clearly showing the date the watch was purchased.

TIME CONCEPT, CENTRAL PARK
Ruko Podomoro Garden Shopping Arcade, Blok B.08DF
RT.12/RW.6, Tj. Duren Selatan,
Kec. Grogol Petamburan, Jakarta Barat
DKI Jakarta – 11470, Indonesia

You can also upload a clear picture of your proof of purchase at orientindonesia.com/register. If you are mailing a watch, please include:

  • A written description of the issue.
  • A valid return address and your contact information.

Our representatives will contact you with a description of the required repairs, costs, and a time estimate once our service team has examined the watch. Once we receive confirmation to proceed, we will commence repairs and notify you when the watch is ready. You are responsible for the cost of mailing the watch to and from our service center.

Important information

  • Repair requests received without proof of purchase are not eligible for warranty coverage and will incur the regular service charges.
  • If you have a valid warranty number, you can register your watch at www.orientindonesia.com/register and upload your proof of purchase.
  • Watches that are no longer repairable due to unavailable spare parts or components will be returned at no cost.

Service Information

To service your watch, bring it to our Official Service Center and speak to a member of our team. If you live outside DKI Jakarta or cannot reach our service center, get in touch via email or chat to find out how to submit your watch for repairs.

You can contact an Authorized Dealer to find out how to obtain spare parts, such as leather straps and buckles, for your watch.

After you submit your watch, our representatives will contact you with a description of the required repairs, costs, and an estimated timeframe. Once we receive your confirmation, we will proceed with repairs and notify you when the watch is ready. You are responsible for the cost of mailing the watch to and from our service center.

Website Return Policy

If you are not entirely satisfied with your purchase, we’re here to help. Products purchased from www.orientindonesia.com can be returned within 7 days of the original purchase. A product may be exchanged for another product or returned for a refund.

To be eligible for a return, please make sure that:

  • The product was purchased in the last 7 days.
  • The product is in its original packaging.
  • The product is unused and undamaged.
  • You obtained a Return Merchandise Number (RMN) from us.

To obtain an RMN, contact us at cs@timeconcept.com. Send your watch with its original packaging and the RMN, along with a note indicating whether you want an exchange (and your preferred replacement) or a refund, to:

TIME CONCEPT, CENTRAL PARK
Ruko Podomoro Garden Shopping Arcade, Blok B.08DF
RT.12/RW.6, Tj. Duren Selatan,
Kec. Grogol Petamburan, Jakarta Barat
DKI Jakarta – 11470, Indonesia

Shipping charges

Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for the cost of shipping and for the risk of loss or damage to the product during shipping to Time Concept.

Damaged items

If you received a damaged product, please notify us immediately for assistance.

Sale items

Sale items cannot be refunded — only regular-price items are eligible for a refund. Sale items are still covered by the warranty program.

Contact us

If you have any questions about our Returns & Refunds Policy, email us at cs@timeconcept.com.

Service FAQ

How do I repair my watch?

To repair your watch, please contact our Orient Service Center or an Authorized Orient Dealer on how to submit your watch.

In rare instances where a required spare part is no longer in production, we will unfortunately return your watch unrepaired.

How long do repairs take?

Our service team will reach out to confirm a time estimate and any additional costs after inspecting your watch, before proceeding with repairs.

Spare parts that are required but not in stock typically require up to 2 months to arrive.

How do I check on the status of my watch?

Please reach out to our Orient Service Center or the Authorized Orient Dealer you submitted your watch to, and we will be happy to assist you.

Where can I find spare parts for my watch?

If your watch requires a spare part, you can bring it to an Authorized Orient Dealer who will be happy to assist you in finding the correct part.

Where are Orient and Orient Star watches repaired?

Your watch is only repaired by our trained technicians who work with specialized tools and technical standards at our Official Service Center:

TIME CONCEPT, CENTRAL PARK
Ruko Podomoro Garden Shopping Arcade, Blok B.08DF
RT.12/RW.6, Tj. Duren Selatan,
Kec. Grogol Petamburan, Jakarta Barat
DKI Jakarta – 11470, Indonesia

How long is my watch’s warranty valid for?
  • All Orient timepieces with a warranty card purchased after April 1, 2026 are warrantied for 3 years.
  • Orient timepieces purchased before April 1, 2026 are warrantied for 2 years.
  • All Orient Star timepieces are warrantied for 3 years.
What is covered by my warranty program?

Please refer to the Warranty & Service Information section above for detailed information regarding what is included in your warranty program.