How can I contact Customer Service?
We love to hear from you! To get in touch simply contact us via our live chat at the bottom right of this page 👇 or email us at firstname.lastname@example.org.
Can you explain sizing?
Ensuring you have a perfect fitting watch is key to giving you the confidence to buy. To size a watch correctly you really need to only consider the size of the watch head or case size.
Larsson & Jennings watches range in case size from 26mm - 40mm. Typically size is determined for men and women as follows:
LARGE38-40mm - These watches will fit larger wrists perfectly, or if you have small wrists and are looking for an oversized look to provide a fashionable presence on the wrist.
MEDIUM 33-36mm - These sizes are great for those who prefer a refined and elegant look, and tends to work well for small to medium wrists.
SMALL 26-30mm - These are our smallest size watches and will fit a petite wrist
Strap sizes also vary as following ensuring you have the correct circumference strap for your wrist.
Case Size 12-34mm - these watches come with straps adjustable to a circumference of 7 inches suitable for small to medium wrists.
Case Size 36-40mm - these watches come with straps adjustable to a circumference of 8 inches suitable for medium to large wrists.
Strap Adjustment - our Milanese straps can be adjusted with a demo how-to here
How do I set the date and time on my new watch?
To set the date, simply pull the crown out once to position 1. To set the time, pull the crown out twice to position 2. Watch our video on how to adjust the date and time here.
How do I best take care of my watch and jewellery pieces?
Learn more on how to keep both, your Larsson & Jennings watch and jewellery pieces in shape so they will last on our Materials & Care page here!
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 email@example.com who will be able to advise you.
Can I get my watch repaired/serviced anywhere?
Please check if your watch is still covered under the 2 year warranty. If yes, we will send you a replacement. Should you choose to fix your watch elsewhere or have the battery changed, your 2 year warranty will be void.
Can I change my strap?
With ease all of our straps can be swapped to refresh or alter the look of your watch. Many of our straps come with what we call pull pins. These are small levers on the underside of the strap that can be pulled and spring to lock the strap in place.
Some of our other straps require a small screwdriver to pop the strap out and insert a new one.
We would advise you to check the compatible strap size for your watch prior to purchase.
How can I change my strap?
Please find an example video of how you can easily change your Milanese and Leather straps here.
How do I become an L&J affiliate?
To join our community of affiliates, please register here to start! We'd love to hear from you.
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 most PO Boxes. We deliver to PO Boxes in the following countries only: Bahrain, Iran, Iraq, Jordan, Kuwait, Oman, Qatar, United Arab Emirates. It is essential for successful delivery that a valid contact name and consignee telephone number is provided.
Orders & Payment
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.
I have not received my order. What can I do?
If you have not received your order, in the first instance check your tracking documentation and then CONTACT US. If your tracking shows delivery has been successful, however you have not received your order, you may be able to claim for denial of receipt.
Where can I enter a discount code?
Once you have selected your product and added it to the basket/cart select the Checkout option. In the checkout are you will then be shown an option to add a discount code. Once you have confirmed the discount code the discount will be applied and visible in the checkout process.
How do I change or cancel my order?
Cancellations or changes of orders is only possible if the order hasn't been fulfilled. Our UK warehouse cut off time is 3pm UK time. If the request comes in before that we can normally fulfill your request. If it comes in after the given cut off time, we need to check in with our warehouse whether it has already been fulfilled or not. In the case it was fulfilled, you need to receive your order and then have the option to send it back to us.
What payment methods do you accept?
Our standard payment types available in all countries are Klarna, American Express, Visa, Visa Electron, Mastercard, JCB, Maestro, Paypal and Amazon Pay.
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 outside the UK VAT is not included in the price nor shown on the invoice.
What is your question?
Any orders placed after 11AM (EST) / 8 AM (PST) will be shipped the following working day.
All our watches ship from either the USA or the UK as DDP (Duties & Delivery Paid). Depending on inventory availability, USA orders will not have any import tax to pay. As we do not have a warehouse in Canada, we cannot offer to ship these orders as DDP (Duties & Delivery Paid).
How long does shipping take?
UK - 1-2 Days
EU - 2-5 Days
Rest of World - 3-5 Days
What are your shipping cost?
All orders over £100 include free shipping! Orders below this amount have the following shipping cost:
UK - £5
EU - £10
Rest of World - £10
2 Year Warranty
What does this warranty cover?
The Larsson & Jennings 2 year international warranty covers any watch, strap or jewellery for manufacturing and mechanical defects that are not caused by wear and tear, nor battery degradation.
How do I claim/activate my warranty?
Please retain your confirmation email to serve as proof of purchase. In the event that a product is returned and adheres to this warranty a replacement product will be issued. If no replacement is available the customer may choose a product of the same value as their replacement but no cash refund will be made after 21 days of purchase.
What exactly does the warranty NOT cover?
Our standard 2 year warranty does not cover the following:
- Damages, and/or malfunctioning of the watch/strap/jewellery after the terms of warranty.
- Damages, and/or malfunctioning of the watch/strap/jewellery, caused by unauthorised persons or its representatives.
- Damages to the case, crystal glass, strap or buckle.
- Changing the battery or having the watch opened by a third party will void your warranty.
- Postage, insurance and other non-repair expenses are excluded from warranty.
Exchanges & Returns
How can I return or exchange items?
Not happy with your order? Easily return or exchange your items here. Please make sure to use a trackable service so we are able to locate your return at any time. Once you receive your tracking number, please share it with us at firstname.lastname@example.org.
What is your Return Policy?
21 Day returns for full refund:
We will refund any item returned in saleable condition (unworn and not started), 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 within 5-10 business days. Please note that we are currently unable to pay for return shipping fees. We cannot refund your original shipping costs either.
We do not accept any returns for product purchased from a third party or product that has been personalised. Please contact the third party directly for exchanges or returns.
All watches come with a 2 year International Warranty- please refer to the Warranty section above for more information.
Can I return something personalized?
Any product that has been personalized, engraved or embossed cannot be returned. Please note embossing on the watch strap also voids any warranty.
Has my return been received?
Within 2-3 working days of your return being received 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.
Who is Klarna?
Klarna is the provider of Smooth payment services to more than 70,000 online stores. Over 60 million consumers worldwide.
What payment options does Klarna offer?
Klarna allows us to offer you two smooth and exciting ways to pay.
Slice it in 3 - Slice your purchase into 3 equal payments, automatically deducted monthly from your chosen payment card. No interest, fees or late payment charges.
Pay Later - Get the goods first and pay up to 30 days after delivery. That’s smoooth.
How does Pay Later work?
Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 21 days to get to know or return your watch under our returns policy. If you are happy with your purchase you then have 9 days to complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
How does Slice it in 3 work?
Slice it in 3 will allow you to spread the cost of your purchase over 3 equal payments, when you spend over £195. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Larsson & Jennings and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay Later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
Am I eligible for Slice it in 3
To use Slice it in 3 you must be at least 18. Whilst this option is widely promoted, Slice it in 3 is subject to your financial circumstances. When choosing Slice it in 3, our assessment will not affect your credit rating.
Can I increase my chances for being accepted for pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability.
If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.
Orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, if it is denied dit does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Larsson & Jennings run credit searches against you that could impact your credit rating.
Why have I not been offered pay later?
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What happens if I return my order?
As soon as Larsson & Jennings have accepted your return, then Klarna will cancel the statement or refund your payment.
What happens if I don't pay for my order?
Payment is due 14 days after the item is despatched. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Slice it in 3 or Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Larsson & Jennings. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, Larsson & Jennings will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
How do I return a product paid through Klarna
A Klarna order can only be returned to our warehouse and cannot be processed in any of our stores. Please follow the instructions on your invoice on how to return a parcel to our warehouse free of charge.
What happens to my statement when I've returned the goods?
Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I've received a statement but not yet received my goods?
You have 14 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact Larsson & Jennings to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have asked for a refund, how will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.