Fossil Customer Care: A Complete, Practical Guide (2025)

How to reach Fossil customer care quickly

The fastest starting point in every region is the Customer Care hub on your local Fossil site. For the United States, go to https://www.fossil.com/en-us/customer-care; in other regions, choose your country at https://www.fossil.com and click Customer Care in the footer. From there, you can open a support case, start live chat (where available), or track repairs and returns by order number or RMA.

If you need corporate correspondence (not for returns or repairs), Fossil Group, Inc.’s headquarters address is: 901 S. Central Expressway, Richardson, Texas 75080, USA. Do not ship consumer returns to this address; returns and repairs require an RMA and the prepaid label generated in the customer portal for your region.

• Web support: Customer Care portal (contact form, live chat, repair/return tracking): https://www.fossil.com/customer-care (select your country)
• Order help: Log in to your fossil.com account to view order IDs, invoices, and return labels; guests can retrieve orders using email + order number from the confirmation email.
• Social escalation (non-private info only): @Fossil on Instagram/X; request a secure link if account details are needed.

Warranty coverage and what it includes

Fossil watches generally carry a limited manufacturer’s warranty of up to 2 years from the date of purchase in most regions. This covers defects in materials and workmanship on the movement, hands, and dial. It typically does not cover the battery, crystal, case, strap/bracelet, loss or theft, or damage resulting from improper handling or unauthorized repairs. Keep your receipt or order confirmation; warranty service usually requires proof of purchase.

Leather goods and jewelry often have a shorter warranty period (commonly 1 year), while smartwatches follow regional electronics warranty laws; terms can vary by country. Always verify the warranty booklet included with your item or the “Warranty & Repairs” section of your local Customer Care page before sending anything in.

Repairs, batteries, and typical turnaround times

Start all repairs through the Customer Care portal for your country. You’ll answer a few questions, upload proof of purchase (if applicable), and receive an RMA plus a prepaid shipping label when warranted. Standard turnaround for in-warranty watch repairs is typically 10–15 business days after the repair center receives the item, plus transit time. Complex movement replacements or parts backorders can extend this.

Out-of-warranty services are quoted after inspection. As a ballpark, quartz watch battery replacement in-store or via service partners often runs USD $10–$25; stainless bracelet sizing is often complimentary with proof of purchase and otherwise commonly $5–$15; crystal or movement replacements vary widely depending on model and parts availability. Always approve the written estimate in your portal before work begins.

Returns and exchanges: what to expect

Returns for fossil.com purchases must be initiated online; the return window and acceptance criteria vary by country and promotional period. Many regions offer at least 30 days for unworn, undamaged items with tags. Personalized or engraved items are generally final sale unless defective; check the specifics on your receipt or the Returns page for your country.

Use the prepaid label produced by the portal; it ensures routing to the correct facility and automated tracking. Refunds usually post 3–10 business days after the warehouse scans and validates your return. Exchanges may be handled as a return + re-order so that you can lock in inventory and pricing right away.

Smartwatches and hybrid watches: support, updates, and batteries

Fossil announced in January 2024 that it would exit new smartwatch development while continuing to support existing devices for a period thereafter. If you own a Gen 5, Gen 6, Hybrid HR, or other model, check device-specific guidance at https://www.fossil.com/customer-care under “Smartwatches.” You’ll find OS support notes, app compatibility, and any timelines applicable in your region.

Wear OS devices require up-to-date Android or iOS versions per Google’s requirements; Hybrid models use coin-cell batteries (commonly CR2430 or similar), lasting months to a year depending on features and brightness, while Wear OS models use rechargeable lithium-ion packs. For battery service on Wear OS watches, use the repair portal; for Hybrid coin-cell swaps, most jewelers can replace cells in minutes—bring your model number to ensure the correct battery.

• Before contacting support about a smartwatch: update the phone OS, watch firmware, and the Fossil/Google apps; unpair/re-pair once; clear Bluetooth caches; and test on a second phone if possible.
• Connectivity and battery tips: disable unused tiles/complications, limit always-on display, review location/heart-rate sampling intervals, and keep at least 15% free storage on the watch for updates.

Finding your model, strap size, and compatible parts

Your watch model code is etched on the caseback—examples include FSXXXX (men’s analog), ESXXXX (women’s analog), and FTWXXXX (smartwatches). This code is crucial for ordering correct parts or initiating repairs. Include clear photos of the caseback in your support ticket if the engraving is worn or hard to read.

Most Fossil straps use standard lug widths in even millimeters: 14, 16, 18, 20, 22, or 24 mm. Measure between the lugs or check the product page. Many newer straps feature quick-release spring bars so you can swap bands tool-free in under 30 seconds. Metal bracelets sized at purchase are often adjusted at no charge; later adjustments commonly cost a small fee unless you have proof of purchase.

What to prepare before you contact customer care

Gather your order number (from your confirmation email or account history), the watch model code from the caseback, proof of purchase with date, and clear photos of any defect. For movement or timekeeping issues, provide a brief timeline (e.g., “loses ~20 seconds/day since June 2025”) and conditions (magnet exposure, water contact, recent battery swap). This level of detail can shorten resolution time by days.

If water resistance is a concern, note your watch’s rating: 3 ATM (30 m) is splash-resistant only; 5 ATM (50 m) tolerates short shallow immersion; 10 ATM (100 m) is suitable for swimming and snorkeling. Gasket and crown seals wear over time; if you regularly swim, plan on pressure testing and gasket service approximately every 12–24 months.

Payments, pricing changes, and promotions

Promotional pricing, student/first-responder discounts, and seasonal sales can affect refund amounts on returns—refunds typically reflect what you actually paid after discounts. If a price drops within your country’s stated price-adjustment window, contact Customer Care with your order ID; adjustments are granted according to local policy and inventory status.

Gift cards and e-gift cards are usually non-refundable; if you paid with a split tender (gift card + card), expect the refund to be split back to each method. Some banks post pending reversals immediately; others can take up to 10 business days to display the final credit.

Escalations and special cases

If your repair exceeds the quoted timeframe without an update, reply to the case email or use live chat with your RMA number to request a status check. When parts are delayed beyond standard lead times, support may offer alternatives (e.g., replacement, comparable model options) consistent with regional policies.

For gifts without receipts, Customer Care can often verify warranty eligibility using the caseback model code and approximate purchase date, but outcomes vary by region. If you bought from an unauthorized marketplace seller, warranty eligibility may be limited; ask support to confirm options and paid-service estimates before shipping the item.

What do you do when your Fossil watch stops working?

Hold down all three buttons for about 30 seconds and when the watch vibrates with the crown select start and hold down the crown for a few seconds and it should power on.

Do Fossil watches have a lifetime warranty?

Most traditional Fossil watches are covered under warranty for 2 years after the date of purchase, while other items such as leather or jewelry are typically covered for 1 year. This may slightly fluctuate upon regional differences.

Has Fossil closed down?

Company reported net sales worldwide. Were down $342. Million in the fourth quarter fossil says they expect the cost cutting measures to save the company $100 million.

How do I send a Fossil watch for repair?

To have your watch repaired, you will need to create a repair request online on our repair website. During this process, you will receive an estimated cost, warranty details, and instructions for how and where to ship your watch into our service center.