Question 1

Can I send my watch from abroad for repair?

Accepted Answer

We sincerely apologize, but we do not accept repairs sent by mail from overseas.We kindly ask that you bring it to one of our stores.

Question 2

Can you ship overseas?

Accepted Answer

We sincerely apologize, but we currently do not support overseas shipping.

Question 3

Can I pay with credit cards or cash?

Accepted Answer

You can use various credit cards. Cash is accepted only in Japanese yen. For more details, please refer to this link.

Question 4

Can you check the stock status at other stores?

Accepted Answer

We sincerely apologize, but we are unable to check the stock availability at other retailers, such as department stores and mass retailers.For stock availability at our Tokyo and Osaka stores, please contact the respective store via its inquiry form.

Question 5

Where Can I Check for Temporary Closures and Regular Holidays at the Store?

Accepted Answer

Latest business information such as temporary closures is available on the announcements page of the official website or on the official SNS. We recommend checking in advance before your visit.▶ Click here for the announcement list

Question 6

Can I Apply for Engraving After Purchase?

Accepted Answer

We sincerely apologize, but engraving services are only available at the time of purchase, and we generally do not accept applications after the purchase. For more details, please ask the store staff.

Question 7

Please tell me what is necessary when requesting an overhaul, as well as the costs and time estimates.

Accepted Answer

Please bring the watch itself. If you have the warranty, bringing it along will make the process smoother.The costs and duration vary depending on the model and its condition, so please inquire at the store for details.

Question 8

Can the rechargeable battery (secondary battery) of a solar watch be replaced? Please tell me the cost and duration.

Accepted Answer

We do not accept replacements for the secondary battery alone. The service is provided in conjunction with an overhaul at the manufacturer. For more details, please inquire at the store.

Question 9

Can I request only the cleaning or polishing of the exterior?

Accepted Answer

We offer a cleaning service for metal bracelets. Please feel free to let us know if you would like to have your metal bracelet cleaned.

Question 10

Can the glass (crystal) of a watch be repaired if it is broken, or the coating be repaired if it has peeled off?

Accepted Answer

The glass (crystal) replacement will be handled with a replacement, not a repair of the exterior coating. Please note that depending on the availability of parts, it may not be possible to accommodate this request.Costs and duration may vary depending on the model, so please bring your watch and inquire at the store.

Question 11

Do you offer foreign language service?

Accepted Answer

Yes, we can assist you in English and Chinese. We may also use tablet devices to support communication. Please feel free to speak to our staff when you visit.

Question 12

Please tell me how to care for my watch to make it last longer.

Accepted Answer

After use, gently wipe with a soft cloth and avoid prolonged contact with strong magnets such as smartphone cases and bag clasps. It is also recommended to refrain from storing your watch in direct sunlight or in hot and humid places.Furthermore, regular overhauls are effective for extending the life of your watch.

Question 13

Can I purchase a band (genuine or third-party) individually?

Accepted Answer

We sincerely apologize, but we do not sell genuine bands individually; we only handle replacements. For more details, please bring your watch's model number or contact us through the inquiry form for assistance.We sincerely apologize, but we do not sell third-party watch bands. Please also note that genuine bands are not available for purchase separately; we only offer band replacement services.For more information, please bring your watch to one of our stores and inquire in person.

Question 14

Is there a wrapping fee?

Accepted Answer

We offer free wrapping for all products purchased at our store.

Question 15

Is Watch Maintenance Necessary?

Accepted Answer

To ensure that you can continue to use your watch with confidence for many years to come, we recommend having it inspected regularly (once every 4 to 5 years). Regardless of the type of watch, wear, dirt, or lack of lubrication of the components inside the watch may cause it to malfunction.For details on the custody period and costs at Citizen Flagship Store Tokyo/Osaka, please contact the store.

Question 16

What kind of design wrapping is it?

Accepted Answer

At our flagship stores in Tokyo and Osaka, we will wrap your purchases in original design wrapping paper and shopping bags.We offer a variety of ribbon colors for you to choose from.

Question 17

What payment methods are available?

Accepted Answer

You can use cash, various credit cards, and electronic money.For more details, please visit here

Question 18

What is the service for creating your favorite watch?

Accepted Answer

This is the FTS (Fine Tuning Service) that allows you to choose and customize elements like the dial, case, hands, and band of Citizen's masterpiece model, Attesa "AT8040".For more details, please inquire with the store staff.

Question 19

Can I Request Repairs at the Store?

Accepted Answer

We accept repairs for all wristwatches associated with Citizen (CITIZEN, Alpina, Arnold & Son, BULOVA, CAMPANOLA, Frederique Constant, etc.).Repairs are possible as long as we have the necessary parts in stock. Please note that due to long-term use, it may be difficult to restore initial accuracy even after repairs.In-store, we will check the condition of your watch and provide you with an estimate of the repair cost and the duration of custody on the spot.For more details, please click here.

Question 20

Can I return or exchange the product?

Accepted Answer

We do not accept returns or exchanges for customer convenience.In the case of product defects or initial failures, repairs will be addressed according to the manufacturer’s warranty, but for more details, please contact the store where you made your purchase.

Question 21

What services are available on the same day?

Accepted Answer

The services available on the same day are as follows:Battery replacement (excluding Campanola/The Citizen/200m water resistant)Band size adjustmentFor other issues, our dedicated watch repair staff will inspect and diagnose, providing you with an estimate for repair costs and the length of time your watch will be held.

Question 22

Can I Exchange the Band?

Accepted Answer

If the store has the band in stock, an exchange is possible. If there is no stock available at the store, it will be ordered, and it may take about 10 days. Please inquire at the store regarding the cost of the band exchange.
Please note that we do not accept the installation of bands from other companies. Thank you for your understanding.

Question 23

Can I Request Repairs Online?

Accepted Answer

We do not offer this service at our store.Repairs can be requested online through the official CITIZEN website. This service is available only for watches bearing the "CITIZEN" name.Please visit here to use the service.You can also contact us by phone.CITIZEN Customer Service – Repair Reception0120-977-867

Question 24

Can I send a watch to the store for repair requests?

Accepted Answer

Basically, we do not accept repair requests by mail. For online repair requests, please check each brand's website.> Application for repair of CITIZEN and CAMPANOLA> Application for repair of BULOVA> Application for repair of Frederique Constant and Alpina*The form for Alpina is the same as that for Frederique Constant.For Arnold&Son, please inquire from the link below.> CONTACT Inquiry to the store

Question 25

Is an Overhaul of the Watch Necessary?

Accepted Answer

To ensure safe and prolonged use, we recommend a regular overhaul (every 4 to 5 years). Regardless of the type of watch, if friction, dirt, or lack of lubrication occurs within the internal components of the watch, it may cease to function properly.

Question 26

Do you accept products purchased from other stores?

Accepted Answer

If it is a Citizen watch product, we accept it regardless of which store you purchased it from. Please bring the warranty certificate that came from the store where you purchased it. If it is within the warranty period, we will provide repairs free of charge. Please note that repairs will be charged in the following cases.If you do not have a warranty certificateIf it is outside the warranty periodIf the store name and purchase date are not filled inRepairs not covered by the warranty (such as damage to exterior components)* If there is no warranty certificate for online purchases, please also bring proof of purchase such as a receipt or delivery note.We cannot accept after-sales service that is not covered by the manufacturer’s warranty, which is set by the store independently, so please consult the store where you purchased it. Scratches and dirt on the exterior are not covered by the warranty.> Information on warranty regulations

Question 27

How long does it take to complete the engraving?

Accepted Answer

Engravings are handled at our factory, so it typically takes 3 to 4 weeks from application to completion.The holding period may vary depending on the condition of the product, so please feel free to ask our store staff for more details.During long holiday periods, it may take even longer.

Question 28

What Items Can Be Engraved?

Accepted Answer

The wristwatches purchased at our store are eligible.The service application is limited to the time of purchase. Some products may not be accepted.Please inquire at the store regarding the possibility of engraving.

Question 29

Do I need to make an appointment for repairs or size adjustments?

Accepted Answer

You can visit us without an appointment for repairs, battery replacements, band replacements, and size adjustments.
At the store, we will check the condition of your watch and provide you with an estimate for repair costs and the period of time we’ll need to keep it.
* Depending on the congestion and the nature of the repairs, you may have to wait or we may need to take your watch for processing.Thank you for your understanding in advance.

Question 30

Can I Replace the Battery?

Accepted Answer

Our dedicated staff at the store will inspect and diagnose your watch to carry out the battery replacement. The inspection and diagnosis details are as follows. Please inquire at the store for the cost of battery replacement.* For The Citizen, Campanola, and Diver watches (not limited to Diver watches but watches with a water resistance of 200m or more), we will need to take them in and it will take about a month.Function test: We will check the operation of the watch to determine if a battery replacement is necessary.Battery replacement: Our specialized technicians will open the watch case and replace it with the appropriate battery.Rate measurement and inspection: We will check that there are no issues with the watch’s accuracy.Water Resistance Testing: For watches with water resistance, a water resistance test will be performed after battery replacement.*Please note that we do not perform water resistance testing on watches whose water resistance warranty period has expired.Time adjustment: We will adjust the displayed time to the accurate time.

Question 31

What kind of engraving is possible?

Accepted Answer

Names, initials, anniversaries, and other text and number engravings are possible. However, we do not support engravings of illustrations or special symbols. Depending on the brand and type of back cover, the available fonts and number of characters may vary. For more details, please contact the store staff.

Question 32

Can I change the band material, such as from a urethane (rubber) band to a metal bracelet?

Accepted Answer

It varies depending on the type and model, so please bring it to the store and ask the repair staff for details.

Question 33

Is it possible to engrave items purchased from other stores?

Accepted Answer

We sincerely apologize, but our engraving service is only available for items purchased from our store. We are unable to provide this service for items purchased from other stores.

Question 34

Can I Check the Stock Status in Advance?

Accepted Answer

You can check the stock status via our inquiry form or by phone. To prevent errors with item numbers, we recommend using the inquiry form.Please note that the stock status changes daily, so it may differ from what you find on the day of your visit. Thank you for your understanding.

Question 35

Can I see a physical model before its release?

Accepted Answer

For some products, we may conduct a preview exhibition before the official release. For the latest exhibition information, please check the event information page or ask our store staff.

Question 36

Can I order products that are not in stock at the store?

Accepted Answer

Generally, models that are featured in the store can be ordered. However, if there is no stock available in the warehouse, we may not be able to fulfill the request. The availability and duration for ordering may vary depending on the product, so please feel free to ask our staff.

Question 37

How Can You Purchase Limited Models?

Accepted Answer

For limited models, the sales methods (first-come-first-served, lottery, pre-order, etc.) vary by product. Sales information will be announced via LINE and the website.Please fill in the desired product name and model number, and contact us through the inquiry form.

Question 38

Is an Appointment Required for Product Consultation or Fitting?

Accepted Answer

No appointment is needed for product consultation or fitting. Please feel free to visit us.* Depending on the level of congestion, you may have to wait.

Question 39

The time on my radio clock and solar clock is incorrect. Can I get assistance at the store?

Accepted Answer

We accept inquiries regarding discrepancies in time and date. Depending on the situation, we might be able to assist you on the same day, or we may need to keep the item for further examination.When visiting the store, please bring it after exposing it to direct sunlight for about 4 to 5 days beforehand. If your item is still under warranty, please bring the warranty certificate.

Question 40

Do You Offer Tax-Free Services for Foreign Travelers?

Accepted Answer

Tax-free services are available for purchases over a certain amount. If you bring the necessary documents for tax-free purchases, we can assist you at the tax-free price. For more details, please ask our staff.

Question 41

Can I reserve and secure products before arriving in Japan while living overseas?

Accepted Answer

If you contact us through the inquiry form, we may be able to assist with your inquiries prior to your arrival in Japan via email. Please feel free to reach out for more details.

Question 42

Can I Use a Shopping Loan (Installment Payment)?

Accepted Answer

Shopping loans and installment payments are available (prior screening is required). For details about the number of installments and conditions, please inquire at the store.

Question 43

Can you wrap products purchased from other stores or online?

Accepted Answer

We sincerely apologize, but we do not accept wrapping for items purchased from other stores or online.

Question 44

I Have Lost My Warranty (Guarantee Card). Can It Be Reissued?

Accepted Answer

We sincerely apologize, but we do not issue reprints of warranties. We kindly ask that you keep your warranty in a safe place.

Question 45

Are there any events or experience programs?

Accepted Answer

We hold special events and experience programs related to watches irregularly. The latest information will be announced on our official LINE account and website. Please be sure to register.

Question 46

Are there any differences in products and services offered at the Tokyo store and the Osaka store?

Accepted Answer

Both the Tokyo store and the Osaka store offer the same main products and services. Some limited models and event details may vary by store, so for more information, please contact us through the inquiry form or ask at each store.

Question 47

Can I add a Noshi?

Accepted Answer

We offer free Noshi (gift wrapping) for celebratory occasions and gifts (such as thank-you gifts or get-well-soon gifts). Due to size limitations, we are unable to accommodate all products, so please inquire with store staff for more details.

Question 48

Is there a product catalog?

Accepted Answer

We are pleased to provide a WEB catalog.
If you cannot find the catalog you are looking for, please feel free to ask our staff for assistance.
* We also have some paper catalogs available.

Question 49

Is there a dedicated parking lot?

Accepted Answer

CITIZEN FLAGSHIP STORE TOKYOThere is no dedicated parking lot. Please use the parking lot at GINZA SIX or nearby coin parking.
In addition, we have a partnership with the GINZA SIX parking lot, and parking fees will be discounted based on the purchase amount.*Discount on parking fees does not apply for repair acceptance only or in-store inspections.
CITIZEN FLAGSHIP STORE OSAKAThere is no dedicated parking lot. Please use nearby coin parking.

Question 50

What is the contact phone number for the store?

Accepted Answer

CITIZEN FLAGSHIP STORE TOKYO 
Phone Number: 03-6263-9987Operating Hours: 10:30 AM – 8:30 PM
 
CITIZEN FLAGSHIP STORE OSAKA 
Phone Number: 06-4708-8508Operating Hours: 11:00 AM – 7:00 PM

Question 51

Is it possible to reserve a product?

Accepted Answer

If you contact us before your visit, it is possible to reserve your desired product at the store. The reservation period is a maximum of one week.
Please note that we may not be able to accommodate reservations depending on stock status and the type of product, so we appreciate your understanding in advance.

Question 52

Please tell me the store hours.

Accepted Answer

CITIZEN FLAGSHIP STORE TOKYO
Store      10:30 AM – 8:30 PMRepair Workshop 10:30 AM – 7:30 PM Closed  Based on the closure days of GINZA SIX
 
CITIZEN FLAGSHIP STORE OSAKA
Store      11:00 AM – 7:00 PM Repair Workshop 11:00 AM – 7:00 PM Closed      Irregular holidays

Question 53

Can you wrap it as a gift?

Accepted Answer

We offer free original wrapping for customers who purchase our products.
For more details, please click here.

Question 54

What brands do you carry?

Accepted Answer

In both our Tokyo and Osaka stores, we offer wristwatches from the following brands of the CITIZEN Watch Group.
Alpina, Arnold&Son, Bulova, CAMPANOLA, CITIZEN, Frederique Constant
CITIZEN carries a wide range of products including The CITIZEN, Eco-Drive One, EXCEED, ATTESA, PROMASTER, Series 8, xC, CITIZEN L, CITIZEN Collection, CITIZEN CREATIVE LAB, Kii.

Question 55

I would like to see the actual products listed on the homepage, is that possible?

Accepted Answer

Depending on the stock status, it may not be possible to view the products.
We apologize for the inconvenience, but please contact the store for further inquiries.
Click here for inquiries to the store

Question 56

Can I Adjust the Size of a Watch Band?

Accepted Answer

Products purchased at our store can be adjusted on site, and typically, we can provide them on the same day. Additionally, for CITIZEN products, we will adjust items not purchased from our store free of charge. While this is generally a complimentary service, adding extra links may incur a fee and require additional time. For more details, please contact the store.

Question 57

Can purchased items be delivered?

Accepted Answer

Items purchased can be delivered to one shipping address nationwide for a flat fee of 550 yen (including tax).
Please use this service if you would like to safely take items home or as gifts for those who are far away.
For more details, please visit here.

Question 58

Please tell me how to access the store.

Accepted Answer

CITIZEN FLAGSHIP STORE TOKYO
Address: 6-10-1 Ginza, Chuo Ward, Tokyo, GINZA SIX 1F Google Map 
Tokyo Metro Ginza Line, Marunouchi Line, and Hibiya Line "Ginza Station" A3 Exit, 2 minutes on foot.Tokyo Metro Asakusa Line and Hibiya Line "Higashi-Ginza Station" A1 Exit, 3 minutes on foot.Tokyo Metro Yurakucho Line "Ginza Ichome Station" 9th Exit, 8 minutes on foot.Tokyo Metro Hibiya Line, Chiyoda Line, Toei Subway Mita Line "Hibiya Station" A2 Exit, 9 minutes on foot.Tokyo Metro Yurakucho Line, JR Yamanote Line, Keihin-Tohoku Line "Yurakucho Station" Ginza Exit, 10 minutes on foot.Tokyo Metro Ginza Line, Asakusa Line, JR Keihin-Tohoku Line, Tokaido Line, Yokosuka Line, Yurikamome "Shimbashi Station" Ginza Exit, 10 minutes on foot.
* You cannot pass through the building from the central street on the 1st floor. Please come down the escalator in front of Jo Malone London on the 2nd floor from the central street side.
CITIZEN FLAGSHIP STORE OSAKA
Address: 1-1-5 Shinsaibashisuji, Chuo Ward, Osaka Prefecture Google Map 
Osaka Metro Midosuji Line, Nagahori Tsurumi-ryokuchi Line "Shinsaibashi Station" South 9, 10 Exit, right outside.

Question 59

I Don't Know How to Choose a Watch

Accepted Answer

In our flagship store, knowledgeable staff members with expertise in watches are always available to provide recommendations tailored to your needs, lifestyle, and budget. Please feel free to ask our staff for assistance.

Question 60

What is Maintenance Service?

Accepted Answer

This is a service where we take your wristwatch for about 1 to 2 hours at the store, and a dedicated watch repair technician will diagnose and maintain your wristwatch.We will diagnose the condition of the watch and perform any necessary maintenance and cleaning.Please inquire at the store regarding the costs*1. The details are as follows:Battery Replacement*2If the battery level is low, we will replace it with a new battery.Rate Measurement and InspectionWe will check whether there are any issues with the accuracy of the watch.Radio Wave Reception Test*3We will confirm whether the radio waves are being received properly.Water Resistance TestWe will check for any issues with waterproof performance.CleaningWe will clean even the dirt in the gaps of the band using an ultrasonic cleaner.Watch Diagnosis CardWe will diagnose for any abnormalities and communicate the results using the watch diagnosis card.You may also consult us about operation methods and maintenance methods.
*1. For The Citizen, Campanola, and diver watches, we will handle them with custody and provide a separate estimate.
*2. Battery replacement is only applicable to primary batteries, excluding Eco-Drive (solar-powered watches). Additionally, for waterproof watches rated for 200m or more, we cannot perform battery replacement on-site. Custody service will be provided.
*3. The radio wave reception test applies to radio-controlled watches that adjust the time via radio waves.

Question 61

Do You Need to Replace the Battery?

Accepted Answer

The battery replacement for wristwatches typically involves changing the primary batteries used in quartz watches. This process is essential for the watch to continue functioning properly and is performed when the battery has died.
* Watches equipped with eco-drive (solar-powered) utilize secondary batteries that can be recharged repeatedly, so, unlike primary batteries, regular battery replacement is not necessary.

Question 62

What is the warranty period for purchased watches?

Accepted Answer

CITIZENComes with a 3-year international warranty.In addition, customers who register for the member service MY CITIZEN after purchasing the product will receive an extension of the domestic warranty period for an additional 2 years (excluding The Citizen).
For The Citizen, if you register with the Citizen Owners Club, there is a domestic warranty of 10 years from the date of purchase.*Cal.02 series has a 5-year domestic warranty.
CAMPANOLAComes with a 3-year international warranty.Additionally, customers who register for the member service Citizen Owners Club after purchasing the product will receive an extension of the domestic warranty period for an additional 2 years.
AlpinaComes with a 2-year international warranty. Moreover, by registering personal information, the warranty period in Japan can be extended by 1 year, resulting in a total warranty period of 3 years.
Arnold & SonComes with a 5-year international warranty.
BulovaComes with a 3-year international warranty.
Frédérique ConstantComes with a 2-year international warranty. Additionally, by registering personal information, the warranty period in Japan can be extended by 1 year, resulting in a total warranty period of 3 years.*Some products are not eligible. Please consult with a staff member for details.

Question 63

Can I engrave anniversaries or names on my watch?

Accepted Answer

We offer a free engraving service for customers who purchase from our store.
For more details, please visit here.

Question 64

What is a Watch Overhaul?

Accepted Answer

An overhaul is a very important process for maintaining accurate timekeeping. It typically takes about 1 to 2 months, during which the watch is taken apart, and its internal components are cleaned with specialized cleaning solutions. After cleaning, new lubricants are applied during reassembly to reduce friction and ensure smooth operation. Additionally, adjustments to accuracy are made as necessary, and operational tests are conducted.

Q&A

Repair

To our international customers

Frequently Asked Questions

Engraving Service

Gift wrapping