Frequently Asked Questions
- Can I Purchase LORUS Watches Online?
- What is the guarantee period for a new LORUS timepiece?
- Where can I obtain watch parts?
- "Is it necessary to send my watch to a service centre for a battery change if it is a water-resistant watch or a sport diver's watch or can a dealer complete the repair? "
- Where can I have my watch strap adjusted?
- How should I care for my watch case and bracelet?
- Does my watch need to be adjusted for accuracy?
- How can I obtain further information about the LORUS Service Department?
- Where can I have my watch battery replaced?
- Does my watch need periodic checks?
- Where can I obtain the instruction booklet for my watch?
- What special care should I give my watch?
- How does magnetism affect quartz watches?
- How can I identify my watch?
- Should I pack my timepiece in the original gift box?
- Where can I obtain a guarantee for my watch?
- What is the duration of the repair warranty?
- Will I receive an estimate prior to my timepiece being repaired?
- Do you accept credit card payments for repair services?
- What should I do if my timepiece needs repair?
- Where can I have my watch repaired?
|LORUS believes that the best way for you to select and purchase a LORUS watch is at one of our authorised retail stores. Only in these stores can you be sure to find the latest LORUS collection, and be sure that your new watch bracelet will be sized and fitted correctly, free of charge.
LORUS, therefore, recommends that you do not purchase a LORUS watch through any website, unless it is an authorised LORUS dealer and it has its own retail premises that you can visit. Some non-authorised sites sell counterfeit or second-hand watches, or watches that have been tampered with, and are, therefore, not eligible for care under the LORUS warranty. Others do not offer the original LORUS international warranty, nor do they offer any after-sales service of any kind.
LORUS takes great care to ensure that our LORUS authorised dealers offer you the very best products and service. Please take advantage of the peace-of-mind that only they can offer to LORUS purchasers.
For more information or to check an authorised stockist contact firstname.lastname@example.org or phone 1300 300 776.
The guarantee period for LORUS watches sold in Australia by an authorised retail outlet is two (2) years from the date of purchase.
All guarantees are limited and do contain certain exclusions. Please examine your guarantee closely.
Complete bands and bracelets only can be obtained by calling the LORUS Service Centre on 1300 363 575.
It is strongly advised that you have your battery changed by a qualified technician at an authorised service centre. The service centre will also pressure test the watch, to ensure that it remains water-resistant.
The service agent for your state can adjust the watch strap for you. Alternatively, a LORUS appointed dealer might be able to help with the strap adjustment. Call LORUS Service on 1300 363 375 for more information.
Metal bracelets should be washed carefully in water. If really dirty, use a soft toothbrush with soap and water to brush away the dirt. Finally, rinse with water and dry carefully with a soft cloth. If your watch is not water resistant, be careful not to get water on the case. Cases should be wiped gently with a slightly moistened soft cloth and then dried carefully.
Leather straps should be slightly loosened in the summer, when they may absorb perspiration. A tight strap not only prevents the passage of air over the strap undersurface but can also cause a perspiration rash on the wrist.
If the strap ever becomes wet with perspiration, wipe it dry with a soft cloth.
When you take off your watch, leave it in a well-ventilated spot. Never put it in a sealed container when it is still damp with perspiration.
Avoid leaving your watch in direct sunlight. The strap color may fade.
Watch accuracy depends on the movement used in the watch, as to whether it is quartz battery or automatic mechanical operated. Please refer to the information in your instruction booklet. If the accuracy of your watch is outside the standard range, we recommend you contact the service network to have the accuracy adjusted.
Send an email to email@example.com We are generally able to answer your question within three to five business days. Alternatively, depending on your inquiry please contact the LORUS Service Hotline on 1300 363 575.
To avoid damage caused by battery leakage, it is important to replace the battery as soon as possible. We recommend that you contact an authorized Lorus dealer and request that they use only genuine Seiko batteries.
LORUS watches are designed to provide a lifetime of accurate and reliable service. However, every three to five years, or when you replace the battery, it is recommended that you visit a LORUS service agent to have your watch serviced. They will inspect your watch for any worn parts that may need replacement, check whether it needs lubrication, and whether perspiration or water, dust, etc., have entered the watch.
You should have received an instruction booklet when you purchased the watch. However, if you do not have one, instruction booklets can be downloaded from our LORUS website.
Shocks: Your watch is a precision measuring instrument. Treat it carefully, and it will serve you well. Avoid undue shocks (such as dropping on hard surfaces). The normal shocks caused by sports like tennis or golf present no threat, but "Twin Seiko" (extra-high precision) watches should not be worn while participating in such sports.
Perspiration: You should aim to protect your watch from heavy perspiration. Please remember to wipe it dry as soon as conveniently possible.
Temperature Extremes: Quartz watches are much less affected by extremes of temperature than mechanical watches, and are designed to keep good time if worn on the wrist for eight hours a day with ambient temperatures between -10°C and +35°C. If removed completely from the wrist, your watch may lose time during the winter, but will return to normal accuracy as soon as you start wearing it again.
If your watch is stored at temperatures outside the normal range (as low as -10°C or as high as +60°C) the electronic components may cease to function normally.
The response time of liquid crystals used in the displays on digital watches at temperatures below freezing is slow, and they tend to look very dark at high temperatures, but normal performance returns at normal temperatures.
Battery life can be significantly reduced at high temperatures (above 40°C), and battery fluid may even leak out.
Chemicals: Chemical substances, gases, mercury, etc., may change the color of cases, bracelets and straps. Mercury (for instance, from a broken thermometer) can cause particularly unsightly grey discoloration of gold plating.
It doesn't usually affect digital quartz watches, but it can affect analogue watches, which use a tiny electric motor to turn the hands. Powerful magnetism can affect the performance of this motor.
The good news is that although analogue watches may gain time, lose time, or even stop under the influence of powerful magnetic fields, they will usually return to normal time-keeping as soon as they leave the source of magnetism. (You may need to reset your watch, of course.)
Avoid putting your watch near medical equipment, headphones, loudspeakers, or refrigerator door magnets. Electric mixers and blenders and a wide range of other electrical equipment may also have strong enough magnetism to affect timekeeping.
The best way to identify a watch is to look on the caseback at the back of the watch. The calibre number is the first four alphanumeric numbers e.g. V732. The case number is the next four numbers e.g. 5A30.
No. Securely package your watch or clock in bubble wrap if sending it in. Gift boxes should NOT be used when sending in watches for repair.
A guarantee booklet comes with the watch. If you do not have one, please contact the retailer from whom you purchased the watch. As a guarantee booklet cannot be re-issued, please take care not to mislay it during the guarantee period.
However, we will also accept a proof purchase from an authorised retail outlet to perform under guarantee repairs.
A repair completed by a LORUS service centre has a repair warranty of six (6) months; SEIKO (12) months, and Lorus (6) months. This warranty covers the parts used and labour expended in the repair. It excludes any other faults that may occur, including accidental damage or use other than normal, fair wear and tear.
If you request a quote, one will be given. If your timepiece is out of warranty, and the warranty details have been sent, you will receive a written estimate outlining all repair costs. You can reply to the estimate by returning the postcard or calling the appropriate service centre. If you give instructions in your letter that no estimate is necessary, no estimate will be given and the repair will be initiated.
Yes. We accept Visa, American Express, MasterCard, and Bankcards.
LORUS provides a service network around Australia. Please call the LORUS Service Hotline on 1300 363 575 for the service agent in your state. If you are taking or sending your timepiece to a service centre/agent please:
a) Include a small note outlining the problem or symptoms you are having with the watch or clock
b) Include your original guarantee or proof of purchase if the timepiece is still within the warranty period
c) If mailing, please ensure that your name and address are shown on both the outside of the package as a return address and on the correspondence inside describing the problem. Also, keep a record of the case number (hyphenated) and the serial number from the back of your watch for reference
d) Always send the timepiece using registered mail to protect yourself in case of a loss in transit and to make tracing possible if necessary
e) Package the timepiece well in bubble wrap to protect it in transit
LORUS provides a service network around Australia. Please take or send your timepiece to the service agent for your state.
NEW SOUTH WALES:
Seiko Australia Pty Ltd
89 Epping Road
NORTH RYDE NSW 2113
PO BOX 314,
NORTH RYDE, NSW, 1670
Tel. (02) 9805 4666
Fax (02) 9887 3736
Open: Mon-Fri. 8.30-4:30pm
SEIKO Australia Pty Limited
Address : Suite 7, Building 1
1st Floor, 574 Plummer Street
Port Melbourne, Victoria 3207.
Phone : (03) 9644 5555
Fax : (03) 9645 6979
Email : firstname.lastname@example.org
Opening hours : Mon-Fri. 8.30am-1pm then 2pm-5:00pm
Or service agents:
R W Harrold
Shop 3a Ground Floor
39 Sherwood Road
TOOWONG QLD 4066
Tel. (07) 3876 7133
Fax (07) 3876 7414
Open: Mon-Fri. 8.30am-4.30pm
About Time Watch Repairs
3rd Floor IOOF Building
47 Gawler Place
ADELAIDE SA 5000
Tel. (08) 8212 8110
Fax (08) 8212 8112
Open: Mon-Fri. 8.30am-5:00pm
Neville Cox Watchmaker
PO Box 1749
Canning Vale DC WA 6970
Tel. & Fax (08) 9493 6363
Mob: 0419 943 176
Open: Mon-Fri 9:00am to 5:00pm
SEIKO Australia Pty. Ltd.
226a Bush Road, Albany
North Shore, Auckland, 0632
Tel. +64 9 415 5668
Fax. +64 9 415 5662
Open: Mon-Fri 8.30am-4.30pm
Open: Mon-Fri 8.30am-4.30pm
PAPUA NEW GUINEA:
Chin Hoi Meen
PO Box 1106
National Capital District
Tel: (675) 325 6644
Fax: (675) 325 0134
36 Freeston Road
Tel: (679) 330 2366
Fax: (679) 330 3850