Frequently Asked Questions

  • Most Viewed

    • What straps can I buy separately?
      Our range of interchangeable straps designed specifically for our Lugano (Classic) range can be purchased here on the website. These will be able to replace any strap on a 40mm or 33mm Classic Lugano style. Our other styles are not designed with interchangeable straps, however if you require a replacement strap due to wear and tear please contact support@larssonandjennings.com who will be able to advise you.
    • Can I make an exchange?
      Unfortunately at the moment we are unable to accept exchanges online, however we are working on opening up the possibility of this soon.
    • How can I contact Customer Service?
      Our UK support phone lines operate Monday to Friday: 9.30am-6pm (GMT) +44 (0) 20 3632 2300 For all other enquiries, please email support@larssonandjennings.com
    • Can I get my watch repaired/serviced anywhere?
      Please check if your watch is covered under our warranty terms and conditions. Please contact Customer Service for more information.
    • Can I change my strap?
      All Larsson and Jennings watch straps are removable using the strap tool included in your watch box (excluding Saxon 39mm Automatics). Our Lugano (classic) range has a selection of interchangeable straps available for sale from our site or stores. Please note that the Lugano 40mm and 33mm watches require compatible strap widths, therefore we advise you check this before purchasing. We do not recomended changing straps on our other styles frequently, however please contact Customer Service for further advice or to purchase replacement due to wear and tear.
    • How do I know my product is genuine?
      Larsson & Jennings can only guarantee that product purchased directly from a Larsson & Jennings' store, our website or one of our authorised stockists is genuine. If you believe you have bought a counterfeit product, you may be able to seek a refund from your bank or debit/credit card provider as a victim of counterfeit fraud. If you are seeking such a refund and wish for Larsson & Jennings to provide a brief authentication statement, then please send the following details to support@larssonandjennings.com. We will need you to provide the website URL or details from where the product was purchased and, for assessment and inspection purposes, at least five photographs of the item/s believed to be counterfeit in as much detail as possible. We are only able to confirm whether we believe the item is counterfeit or not following an inspection of your photographs. Please note that we are not able to reimburse money used to purchase items from counterfeit traders however we are working to eliminate future incidents of counterfeiting. We are not able to provide authentication statements in relation to the sale of second-hand products bought on eBay or other online auction sites. Larsson & Jennings cannot guarantee the authenticity of such products so does not recommend buying Larsson & Jennings products in this manner. The buyer must beware in respect of all such sales.
    • What is your Holiday returns policy?
      We will have extended returns from the 1st of December. Any orders purchased between the 1st and the 24th of December can be returned until the 31st of January, standard T&C's apply.
    • Can I have my order shipped to a PO Box?
      Due to the high value of our products we require all deliveries to be signed for upon receipt and we are unable to deliver to PO Boxes.
  • Brand

    • Are you open to collaborations?
      Larsson and Jennings are happy to hear about any potential collaborations. All enquiries can be sent via email to support@larssonandjennings.com.
  • Product

    • What size should I buy?
      Please use our sizing guide here for more information on strap sizes. Our 40mm and 39mm watches come in large and small strap sizes - typically small is suitable for a female wrist and large for a male wrist. Our 33mm watch only comes in one strap length and will fit most female wrists.
    • How do I change the size of my Milanese strap?
      Please follow the below steps to change the size of the strap on your Milanese strap watch: 1. You will first need to place the watch face up on a soft surface 2. Lift up and push back the clasp with the lion logo so that the main part of the clasp is exposed 3. Using the watch tool (included with every watch purchase) place this inside the rectangular gap in the centre of the clasp. 4. Leavering upwards will release the clasp enabling you to move this up and down the strap to the desired fit for your wrist 5. Once you have found the best fit for your wrist, close the inner rectangular flap and fold back the main clasp with the lion logo to secure.
    • Are all watches waterproof/water resistant?
      The water resistance of a Larsson & Jennings watch is stated on each watch's product page. ATM is a measure of static pressure that the watch is able to withstand - please be aware this does not directly translate to water resistance at a certain depth (i.e. 100 metres) below sea level. ATM water resistance is a measure of resistance to pressure (i.e. how well the watch unit is sealed) and does not take into account the presence of moisture or water nor the activity or environment which the watch is being used in, each of these having the ability to affect and exceed the rated ATM value. Please note that the water resistance of any watch is not a permanent characteristic - seals and sealing systems, in particular, are subject to wear and tear and natural ageing. Larsson and Jennings recommends following these guidelines for acceptable usage for the ATM ratings of our watches: 3ATM Avoid contact with water wherever possible, however exposure to high humidity is acceptable. Avoid wearing the watch whilst showering, swimming, diving or during any other activity where it may be subject to abnormal water pressures or environments where heat and moisture are present. 5ATM Exposure to high humidity and light rain showers is acceptable. Avoid wearing the watch whilst showering, swimming, diving or during any other activity where it may be subject to abnormal water pressures or environments where heat and moisture are present. 10ATM Activities such as showering, bathing, swimming in a pool and snorkelling are acceptable. The watch should not be worn whilst diving. Please rinse the watch with fresh water after exposure to a chlorinated pool, salt water, soap, etc. Please note: The ATM rating only refers to watch heads, and not the strap. Leather straps should avoid contact with water or very high humidity atmospheres.
    • How to look after leather/your strap
      LEATHER : For all leather straps in our collection, we suggest using our leather care balm to nourish and cleanse the strap material. This is available to purchase in store. Alternatively, we would suggest using another leather care treatment such as Scotch Guard. NYLON: For all nylon straps, we suggest using warm, soapy water to clean the nylon material. CHAIN METAL: For all metal straps we suggest using warm soapy water to clean the strap, if you require a deeper clean ultrasonic jewellery cleaners are available on the high street.
    • How do I make a custom watch?
      Our LJX custom watches are available in our Monmouth Street (London) store, and Prince Street (New York) stores. Our staff in store would be delighted to show you the options we have. LJX is not available online at present...but keep an eye out for announcements later this year!
    • Can I return a custom watch?
      Yes, if you have purchased an LJX custom watch in one of our stores and have proof of purchase you can return it to the store purchased from for a full refund (provided it adheres to our Returns Policy found here).
  • Orders & Payment

    • Where can I enter a discount code?
      Once you have selected your product and added it to the basket/cart select the Checkout option, on the checkout you will be shown an option to add a discount code. Once you have confirmed the discount code the discount will be applied and be visable in the checkout process. Alternatively, you can add the discount code if you click on 'view basket'.
    • Was my order successful?
      Once we have received your order we will send a confirmation to your email address. Save this email in order to facilitate any contact with customer service. The order confirmation (receipt) also serves as a guarantee of proof of purchase.
    • Why can’t I see my order on my account?
      All orders that have been fully processed will show in 'My Account' - please contact Customer Service if you have any further issues.
    • How to I change or cancel my order?
      Cancellation after the order has been dispatched is not possible; in cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with Larsson & Jennings by email and this email has been acknowledged by Larsson & Jennings (support@larssonandjennings.com).
    • What payments do you accept?
      Our standard payment types available in all countries are American Express, Visa, Visa Electron, Mastercard, Delta, Diners club, JCB, Maestro, and Paypal. We also offer some additional payment types for customers based in certain countries, please see below table:
    • I am getting an error message when trying to make payment?
      Please contact support@larssonandjennings with details of the error message being shown for further support.
    • Do you offer VAT refunds?
      Unfortunately not, it is the customer's responsibility to adhere to their local tax regulations; this includes import duty and VAT. For orders inside the EU VAT is applied to the invoice, for orders outside the EU VAT is not included in the price nor shown on the invoice.
    • How do I change the currency?
      Before placing your order, check that the correct country and currency is displayed in the top left hand corner of the page. If incorrect, select the correct option from the drop down menu. Please note payment currency is determined by your billing address.
  • Returns & Cancellations

    • What is your Return Policy?
      We are happy to refund any item returned in saleable condition, in its original packaging (with tags and security seals in place) with a proof of purchase within 21 days of purchase. Refunds will be issued by the original method of payment to the value of the item printed on the receipt/order confirmation. Unfortunately we are unable to accept any returns for product purchased from a third party or product that has been personalised. All watches come with an International Warranty - please refer to the Warranty section here for more information. Unfortunately we do not offer free returns on sale items in the UK, pre-paid returns are only available on full price items within the UK.
    • Can I return an online order in store?
      Unfortunately at the moment we are unable to accept returns via our stores, however we are working on opening up the possibility of this soon.
    • Can I return something personalised (Monogrammed/engraved)?
      Any product that has been monogrammed, engraved or personalised cannot be returned. Please note engraving on the watch head also voids any warranty.
    • Has my return been received?
      Within 48 hours of your return being recieved by our warehouse you will receive a confirmation email with details of the item you have returned and the amount that will be refunded to the original payment method.
    • How long will it take for me to get a refund?
      Refunds can take 7-10 working days from the return being received back in our warehouse before they appear in your account. Please not that all our returns & refunds are processed in the UK and depending on your location it can take longer for the return to arrive at the warehouse and for international refunds to be processed.
    • I have lost my Return Form, what should I do?
      If you have lost your Return Form please contact Customer Service to help you.
    • How do I cancel an order?
      Please contact our Customer Service team if you would like to cancel your order, this must be done within 1 hour of placing the order. Any orders within the 1 hour window that have not yet been despatched we shall endeavour to cancel and refund.
    • How do I process a return?
      We hope that you are delighted with your purchase. However, if you do wish to return any of your items please package them carefully along with this form and return within 21 days to: Larsson & Jennings, Returns Department, 335 Bleecker Street, New York, NY, 10014 Please follow these steps to return product: 1. Carefully package your unused item(s), as sold, with all original packaging including tags and labels 2. Please fill in the reason for return on this form and include in package 3. Please obtain proof of purchase and tracking number. We advise all returns are sent with a tracked, insured service. We aim to process all refunds as quickly as possible, usually within 7 working days of goods being received.
  • Delivery

    • What countries do you deliver to?
      We deliver to all countries, excluding the following 5 countries Cuba, Iran, Iraq, Syria and North Korea.
    • How much does shipping cost & how long does it take?

      UK £6 | DPD -- Next Working Day Delivery

      *UK orders placed between 2pm GMT on Friday and 2pm GMT on Sunday will be dispatched the following working day.

      UK £10 | DPD -- Nominated Day Delivery

      UK £12 | DPD -- Saturday Delivery

      USA USD $10 | DHL STANDARD -- Standard Air (2-6 Working Days)

      USA USD $40 | DHL Express -- Express Air (1-2 Working Days)

      Europe €12.50 | DPD/ WNDirect -- 2 - 6 Business Days

      Canada CAD $20 | WNDirect -- 2 - 6 Business Days

      Australia AUD $20 | DPD -- 2 - 6 Business Days

      Japan ¥1560 | WNDirect -- 2 - 6 Business Days

      Hong Kong HKD $110 | WNDirect -- 2 - 6 Business Days

      Sweden Swedish Krona kr120 | WNDirect -- 2 - 6 Business Days

      Norway Norwegian Krone kr120 | WNDirect -- 2 - 6 Business Days

      Switzerland CHF14 | WNDirect -- 2 - 6 Business Days

      Please Note: Our daily cut off for all UK and international orders is 2PM GMT (LDN). For more shipping information, please contact support@larssonandjennings.com
    • Do I have to pay any additional duties or taxes?
      Orders to countries outside the EU may be subject to VAT, import duties and/or taxes, which are levied once the package reaches you. Larsson & Jennings ships your package according to Incoterm Delivered Duty Unpaid (DDU). This means that we do not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your particular charges may be. If you do incur any such additional charges they must be rendered in order for your package to clear customs. Please contact your local customs office for more information.
    • Can I change my delivery address after order confirmation?
      Please contact customer service within 1 hour of placing an order to change address and we shall endeavour to amend address for you. Unfortunately at peak times this may not be available.
    • How do I track my order?
      When we dispatch your order for delivery you will receive a tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Orders will be despatched within 48 hours of being placed, if you have not received a tracking number please contact us here.
    • How do I change my delivery address after placing an order?
      In order to change your delivery address after placing an online order please contact our team - support@larssonandjennings.com stating your LJ order number, name and new delivery address. Our team will then respond to you with confirmation of the address change. PLEASE NOTE: updating or amending the delivery address in the address book of your account does not update orders already placed.
  • Warranty & Service Centre

    • What is the International Warranty period?
      The International Warranty period applies to all watches with the following conditions. Please note, the warranty period is shown on the product page of each watch, and also on your order confirmation. The International Warranty covers any manufacturing or material defects. The warranty does not cover the following: Damages, and/or malfunctioning of the watch after the terms of warranty. Damages, and/or malfunctioning of the watch, caused by unauthorised persons or its representatives making changes or attempting repairs to the watch or due to mistreatment of the product. Damages to crystal glass, strap or buckle. Postage, insurance and other non-repair expenses are excluded from warranty. Please retain your order confirmation email to serve as proof of purchase. Please note watch straps and other accessories are not covered by an International Warranty.
    • What do I need to provide proof of Warranty?
      Please retain your order confirmation email or receipt from store to serve as proof of purchase and all warranty purposes.