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Frequently Asked Questions / FAQ

We would like to wish you a very warm welcome to JEAN JACOB.

Please choose from categories below to find the answer to your questions. If you are not able to find an answer for your question, please feel free to contact our customer service. We would be delighted to help you.

Watches

What type of battery are used?

All our watches are fitted with a standard silver oxide button cell battery; available at most watch stores and/or jewellers.

What is the battery life of JEAN JACOB timepeices?

Batteries fitted in our timepieces are expected to last between 2 to 3 years depending on external factors such as external temperature, humidity, air pressure, etc.

What if my watch stopped?

Please set the time to 12:00 sharp and check that the crown is pushed in, completely, against the watch case. Wait 20 minutes to see if the minute hand has moved. If this does not resolve the issue, kindly contact us and we will be happy to assist you.

Wristbands

What material are used for wristbands?

Leather Straps

  • All Leather straps are genuine Italian or imported leather and crafted to the highest quality.

NATO Straps

  • All Nato straps are nylon crafted to the highest standard.

Are the straps interchangeable?

All our watches have interchangeable straps.

All Straps use a unique quick release pin to help the strap replacement as easiest as possible.

Is the strap the right size for me? What are the strap sizes?

All our watches use a 20mm strap.

Our straps are standard 75/125mm length. Equivalent wrist measurement is approximately 145mm to 200mm (5 3/4″ to 8″), depending on wrist shape and personal wearing preference e.g. tight fit or loose fit.

Where can I order replacement strap screws and bars for my watch?

You can order a new set of screws at https://www.jeanjacob.com

Orders

How do I place an order?

To place an order, you simply choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for your order. Make sure to complete all the steps in the payment procedure when paying so that we are able to accept the payment and ship your order.

Was my order successful?

If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation will be sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please: Contact Us .

How do I change or cancel my order?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped.

Where can I enter my discount code?

Your discount code can be added to your checkout page. The discount will immediately be discounted from the total sum when applying the code. Please note that you can only use one discount code per order.

Where are orders shipped from?

Orders are shipped from the United Kingdom. We aim to provide you with a Royal Mail or DHL tracking number within 2-3 business days.

Pre Orders

To reserve or pre-order items, JEAN JACOB requires payment in full. JEAN JACOB is fully committed to working with other retailers small businesses. Consequently, our fulfillment dates for pre-ordered items occasionally change. Customers will be informed of any changes to the delivery timeline. Please note that orders containing both pre-order and immediately available items will ship once pre-order items are available. If you would like immediately available items to ship at the time of your order, please place a separate order for these pieces.

Shipping & Return

Free Shipping

Free standard shipping is provided by JEAN JACOB when purchasing a timepiece. Placing an order containing only accessories – no timepiece(s) – may be subject to an additional shipping cost depending on the delivery country and how many items are ordered.

Placing an order containing only accessories – no timepiece(s) – may be subject to an additional shipping cost depending on the delivery country and how many items are ordered.

Express Shipping is available at an additional cost.Although standard shipping is free, you may be subject to, but not limited

Although standard shipping is free, you may be subject to, but not limited to: VAT, import duties and/or taxes, which are subjected once the package reaches the destination country.

Do you ship to my country?

We ship orders to most countries in the world.

Will I have to pay any fees when receiving the order?

If you are outside the European Union, your local customs authorities may charge you taxes and duty. Please contact them for details. These charges are your responsibility.

Has my order been shipped out?

To check the status of your order, please log into your account.

Most orders ship within 1-3 business days. If the status of your order shows it was shipped, you will have received an email with the subject “Delivery Notification for Item #”. This email contains your tracking number and a link to track the progress of the package as well as an expected delivery date.

If you did not receive the email, please check in your spam/junk folder.

Can I track my order?

As soon as your order is shipped, you will receive an email with a link to track your package online. If you do not receive the email, please check your spam/junk folder.

I have not received my order yet!

I have not received my order yet. When will I receive it?

To check the status of your order, please log into your account. Most orders ship within 1-3 business days. If the status of your order shows it was shipped, you will have received an email with the subject “Delivery Notification for Item #”. This email contains your tracking number and a link to track the progress of the package as well as an expected delivery date.

If you did not receive the email, please check in your spam/junk folder.

I have not received my order but tracking shows it was delivered. What should I do?

In most cases, the package is ready for pick up at the local post office. We would recommend you contact your local post office and inquire about the package, referencing your tracking number. Please contact us if you are not able to retrieve the package.

There has not been any tracking update in a long time. What should I do?

Most orders are delivered in 3-10 days however for some locations, it can take up to 3+ weeks for your order to be delivered. Most delays are caused by a custom inspection. If your order shipped out more than 3 weeks ago and there have been no tracking updates in 2 weeks, please contact us.

Can I return my item for a refund?

If the watch is in “as new” condition, you can return it within 14 days of receipt for a refund. Shipping is not refundable. Please contact us for a return authorisation.

Can I exchange my item for another model?

If the watch is in “as new” condition, you can exchange it within 30 days of receiving it. Please contact us for instructions.

Warranty

Are JEAN JACOB Products covered by a warranty?

All JEAN JACOB watches are covered by a 2-year warranty against defects in manufacturing which it includes:

The watches movement, indexes, dial, and hands.

  • indexes
  • dial
  • dial
  • hands

All leather bags and luggage carry a 12-month guarantee.

Please contact us for warranty service. Upon expiration of the warranty period, any repairs will be subject to a service charge.

The JEAN JACOB Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness (knocks, dents, crushing, broken crystal/glass, etc.), or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Esthetical changes, defects, and damages due to normal wear and tear and ageing (e.g. minor scratches on the case and/or crystal, alteration of the watchband and peeling of the plating, etc.)
  • Battery, wristband, crown, or crystal/glass
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.
  • If purchasing from e-commerce platforms such as eBay and Groupon or an unauthorised third-party vendor on Amazon, there is a risk of receiving a timepiece that is counterfeit, used, or defective. JEAN JACOB does not honour any warranty claims that are not accompanied by the original documentation. We will not honour any warranty claims for watches purchased from an unauthorised retailer.

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