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Service & FAQ

Information about customer and repair service

Dear customers and visitors of our website,
We are very happy that our repair and after-sale service is described by our customers as a customer-friendly, reliable and fast and meanwhile it is known worldwide.
We will continue to perform all warranty repairs at our best. Repairs of watches with expired warranty purchased from us or from our dealers will be further accepted by us.
In a repair / servicing case we would kindly ask you to get in contact with us per email at office@vostok-watches.com before sending a watch to our address.
For sending the watch, we urge you fill out our repair form, so that your service / repair request can be processed faster. You can fill out the form conveniently on the computer before printing it out. To view the file you need to have
Adobe Reader installed.

Download:
Service Form

So far we have offered repair service of older collection time-pieces and watches of other brands to our customers. Due to a steadily increasing demand for repair and servicing of such watches and a momentary lack of time, we will temporarily cease this kind of service.
Please do not address any requests for servicing of older timepieces and other watch brands to us, they won´t be processed. Thank you for your understanding.

We hope that you will be pleased with the level of our repair service in the future as well and we will do our best to keep up and even raise it .
P. Maier GmbH Team
General Customer Informationen
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Contacting Us
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Warranty
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Shipping Time for Ordered Items
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Payment
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Return Policy
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Bracelet Shortening Service
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Repair Service for Russian Watches
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VAT

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Privacy Policy


Frequently Asked Questions about Russian Watches
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Are the Russian watches you are offering authentic and new?
- Do you sell used watches?
- Do you offer wholesale?
- Are watches delivered with watch boxes?
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What is the difference between quartz, automatic, and manual wound watches?
- What is a Chronograph?
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What is the difference between a 'Chronometer' and a 'Chronograph'?
- What do 'complications' mean when referring to a wristwatch?
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What is the difference between Acrylic-, Mineral- and Sapphire Crystal
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What does Water Resistance mean?


Contacting Us
Before you contact us, please see if your question is already answered in our Frequently Asked Questions. That would be the quickest way to have your question answered. If the answer to your question cannot be found there, please contact us via email, fax or telephone.
Email:
office@vostok-watches.com
Telephone: ++ 49 7321-948123
Fax: ++49 7321-948113
Customer service is available from Monday to Friday between 9am and 6pm German Time.
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Warranty
According to the German law we provide 2-year guarantee on each sold watch. Manufacturer's warranty covers the movement of a watch. Straps, watch cases and crystals are generally not covered. Defects that are results of users' negligence are not covered by the warranty (ie: broken crystal on a watch that was dropped on the ground). For more information, please read the warranty booklet that comes with your watch.
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Shipping Time for Ordered Items
98% of all the items that are listed in our shop and not currently marked as "Sold out" or "Out of stock" are in stock and will be shipped to your address on the day of payment, latest the following working day. If we are unable to supply a particular item which you have ordered or if the correct price for an item is different from the price on your order, we will notify you extra after receiving your order. If this happens, you may cancel your order and we will refund you any money which you have paid. We ship worldwide. Please refer to Payment and Shipment site for more information.
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Payment
We accept two methods of payment for all orders made from outside Germany:
- PayPal

- Bank transfer to our bank account
Payment must be made before we ship the ordered item to your address. If you have chosen PayPal, you will get an online payment request sent to you directly via PayPal and can comfortably pay online. If you have chosen the bank transfer you will have to make the money transaction through your local bank / online banking using our bank details from Imprint.
Do not hesitate to contact us if you have any questions:
office@vostok-watches.com
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Return Policy
If for any reason you are unhappy with the item you have purchased (the watch arrived damaged, not functioning, or not as described i.e.: new in box, 100% authentic, comes with authorised dealer's papers and/or manufacturer's warranty stamped by an authorised dealer) you can return the watch for a replacement or refund within 14 days after the date of purchase.

  • Every watch that we received from the manufacturers is inspected twice (once when it arrives at our warehouse and once before it is shipped) to ensure that the watch is in good condition and is working properly. Every return is inspected in a similar manner. If returns are not in their original conditions, we reserve the right to send the returns back to the customers. Please inform us about the return via email mentioning the number of the invoice or your customer number.
  • Special Note: Clearance items and specially ordered items cannot be returned.
    Watches must be returned with their original boxes, papers, warranty, etc, and must be securely packaged.
  • Used or damaged items can not be replaced or refunded.
  • Replacements are subject to stock availability.
  • Refund amount is excluding shipping and insurance costs.

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Bracelet Shortening Service
We offer our customers free service for shortening steel barcelets when ordering a watch in our shop. Please measure the circumference of you wrist and make a short comment in the box "Your message" in the Order-Form when ordering the watch in our shop. We will shorten the bracelet for you.
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Repair Service for Russian watches
You watch stopped working? The problem can be solved.
1. If you bought the watch from our company in the last 24 months it can be sent to us to be repaired under warranty. Please fill in a special service form (see below), print it and send it with your watch. This is necessary to provide you with a reliable and fast reparation service. You will be specially notified about the shipping time for the repaired watch. Please send your watch without box in an air cushion envelope as a registered letter with the printed service-blank, warranty booklet and a copy of the invoice to:
P. Maier GmbH
Grabenstr. 5
D-89522 Heidenheim
Germany

Click here to download and print the Service-Form:
Service Form

2. If you bought the watch from another company or our warranty has expired it can be sent to us to be repaired at a fair price. Please fill in a special service form (see below), print it and send it with your watch. This is necessary to provide you with a reliable and fast reparation service. You will be specially notified about the shipping time and the cost for the repaired watch. Please send your watch without box in an air cushion envelope as a registered letter to our address:
P. Maier GmbH
Grabenstr. 5
D-89522 Heidenheim
Germany

Click here to download and print the Service-Form:
Service Form

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VAT
"Russian Watches P. Maier GmbH" is required by law to collect VAT on orders shipped to Germany and other European Union countries. For all orders dispatched outside the EU German VAT (at present 19%)will be substracted from the total amount in the nvoice.
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Privacy Policy
We highly respect your privacy. We will only use the information that we receive from you according to the law. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We only request information given at the time of ordering or registering to be able to provide you with a better service, no other method of information collection is undertaken. We can assure you that it is of "Russian Watches P. Maier GmbH" use only. Any concerns you may have regarding our privacy policy please contact us.
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Are the Russian watches you are offering authentic and new?
Yes, they are. All our watches are obtained directly from the manufacturers. As proof of their authenticy we can send you upon your wish the address and other contact data of the manufacturer. We sell only watches with undoubtful source of origin. All the watches are 100% authentic, new in box, unworn and come with all papers and manufacturer's international warranty stamped by an authorized dealer.

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Do you sell used watches?
No, we do not sell used watches or manufacturer rejects. In special cases we could offer a single exhibition piece at a lower price, however such watches have not been worn or used and thus cannot be described as "used" ones.
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Do you offer wholesale?
Yes, we do, but please get in contact with us to check if wholesale purchase in your country is possible through our company. In countries which have own distributon of certain watch brands we do not offer wholesale of corresponding watch brands.
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Are watches delivered with watch boxes?
All watches
are delivered with authentic watch boxes shipped to us directly from the watch factories. All the boxes have the corresponding Logo of the watch brand on top and ARE ORIGINAL boxes.

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What is the difference between quartz, automatic, and manual wound watches?
Quartz watches are watches that are powered by a battery and do not require manual winding. Quartz watches got its name from the quartz crystal in the watch. How quartz watches work in a nut shell: a small battery in the watch causes the quartz crystal to vibrate; a small computer chip then translates these vibrations into pulses that drive a stepping motor that causes the gears that move the watch's hands to turn. Quartz watches were introduced in the late 1960s.
An automatic watch is a watch which mainspring is wound by the wrist movement of the wearer. The wrist movement of the wearer causes a rotor to turn and transmit its energy to the main spring to keep it wound. An automatic watch is self winding and does not require a battery. It is important to know that an automatic watch will stop if not worn for over a day, or if the wearer has been physically inactive for an extended period of time. Should this happen, wind the crown clockwise to start the watch and give it some reserve power. To keep an automatic watch running all the time even when not worn, the watch can be placed in a watch winder. The automatic winding mechanism was invented in the 18th century in Switzerland by Abraham-Louis Perrelet.
A manual wound watch is similar to an automatic watch in the sense that it does not require a battery, however, it is not self winding. The wearer must wind the watch manually. The reserve in a mechanical watch last a little over a day. It is a good idea to get into the habit of winding the watch every day to maintain the accuracy of the time. It is a good habit to wind the watch around the same time everyday. A traditional mechanical watch has about 130 parts. Mechanical watches were introduced in the 14th century.
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What is a Chronograph?
A chronograph on the other hand is a timepiece that, in addition to the normal time telling functions, also performs a seperate time measuring function such as a stop watch -- with a seperate seconds hand which can be started, stopped and reset to zero, via push-buttons on the side of the case. Please do not confuse 'chronographs' with 'complications' (which are described below). While all chronographs can be considered complications, not all complications are in fact chronographs.
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What is the difference between a 'Chronometer' and a 'Chronograph'?
This is a very common question since people often confuse the two. While their names may sound similar, these terms have very little in common.
Chronometer is the term used to describe a highly-precise timepiece which, after rigorous testing, has received an official timing certificate from the official Swiss timing bureau Controle Officiel Suisse des Chronometres (COSC). Thus, it is a rating or accolade given for the watch's accuracy.
A chronograph on the other hand is a timepiece that, in addition to the normal time telling functions, also performs a seperate time measuring function such as a stop watch - with a seperate seconds hand which can be started, stopped and reset to zero, via push-buttons on the side of the case. Please do not confuse 'chronographs' with 'complications' (which are described below). While all chronographs can be considered complications, not all complications are in fact chronographs.
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What do 'complications' mean when referring to a wristwatch?
A complication is described as any additional function the wristwatch performs beyond basic time telling (i.e. hour, minute and second). A common example of wristwatch complications are calendar models which display the day/date. Additional complications include chronograph models, whereas the watch performs like a basic "stop watch" (as described above). Other complications worth mentioning are: second time zone, moonphase, day/night indicator, alarms, etc.
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What is the difference between Acrylic-, Mineral- and Sapphire Crystal?
Acrylic Crystal or silicate glass: Sometimes referred to as Hesolite or Hesalite, an acrylic crystal is basically plastic. Polymethylacrylate is often used. Benefits of an acrylic crystal are that it flexes rather than shatters on impact, it doesn't produce too much glare under bright light and it can be polished easily with PolyWatch.
Mineral Crystal: Watch crystal made from what is essentially a form of glass. More scratch resistant than acrylic, a mineral crystal will however scratch and is difficult to polish.
Sapphire Crystal:.
Synthetic sapphire formed for use as the crystal of a watch. Extremely scratch resistant (9 on the Moh scale), a sapphire crystal is the material of choice for many watch collectors. The downsides are that sapphire can chip at the edges if they protrude and can shatter.
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What does "Water Resistant" mean?


DIN 8310

Case marking
Explanation


Watch back cover
Zifferblatt
washing, rain, sprinkling
shower
bathing
swimming
diving without equipment
No marking
no
no
no
no
no
no
Waterresistant 3 bar
no
yes
no
no
no
no
Waterresistant 5 bar
50 m
yes
no
yes
no
no
Waterresistant 10 bar
100 m
yes
yes
yes
yes
no
Waterresistant 20 bar
200 m
yes
yes
yes
yes
yes

Water resistance of watches is rated based on a laboratory pressure tests comparable to a swimmer or diver sitting still at that pressure level. But many water-based activities involve a lot of movement and other environmental changes. These exceptions to how the watch was rated may challenge or defeat the water protection features of a water resistant watch.
In particular, the water resistance rating of a watch does not take in to account:

  • Sudden, rapid, and repeated water pressure changes experienced by the wrist of a surface swimmer. The force of plunging your arm into the water while swimming can for a fraction of a second greatly exceed the static pressures the watch was rated for.
  • High water temperatures experienced in a hot tub. Normal diving and water activities are done in temperate to very cold waters--not water exceeding body temperature. Such high temperatures can damage the water protection seals of a watch.
  • Sudden changes of temperature experienced going from a hot tub to a cold swimming pool. In diving and swimming, temperature changes are usually fairly gradual. A sudden transition from the 100º F of a hot tub to the 70º F of a cold pool causes a contraction of the rubber seals in a watch--which may allow water to leak in.
  • The ability of the watch to STAY water resistant as it ages. The seals that prevent water from entering the watch will weaken and fail with age. For use in water, water resistant watches should be pressure checked every year. The seals should be replaced at least every two or three years.

Even taking a shower or bath with your watch on can be bad for it. Besides the hot water issues already mentioned, many people do not realize that bath soap is a fine level abrasive. Soap can build up in the small, precision joints of the watch bracelet links. Over time this can wear down the link joints, ruining the bracelet. This is a greater issue with softer metals, such as gold. But steel can also be worn down this way too.
Source:
www.chronocentric.com
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