FAQ – Larsson & Jennings | Official Store website


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Common Questions

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 support@larssonjennings.com.

Can you explain sizing?

Ensuring you have a perfect fitting watch is key and very important to us. 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:

LARGE 38-40mm - 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 Boyfriend and link straps can be adjusted as shown in our tutorial here. Milanese straps can be adjusted as demonstrated here.

Can you provide worldwide shipping?

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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 adjust my Boyfriend strap?

To adjust your Boyfriend and Mini Boyfriend strap, you can get our watch tool here. Find our video on how to use the tool here. Alternatively, you can go to any close watch shop to have them adjust it for you.

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 Milanese straps designed specifically for our Lugano range can be purchased here on the website. These will be able to replace any strap on a 40mm or 33mm 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@larssonjennings.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 make an exchange?

Absolutely! You can make a return or exchange from our exchange portal here.

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. You can also find your tracking information by entering your order number in our chat (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. 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 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.


When are the last shipping dates before the holidays?

Please find the last shipping dates to receive your order in time for the holidays below:


Rest of world: DEC 13TH

When will my order be shipped?

At Larsson & Jennings we appreciate how important it is to get your order delivered to you as soon as possible. All of our delivery destinations and estimated delivery times are listed below. Please note during sale, deliveries may take up to an additional 48 hours to be dispatched.

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) for domestic orders.

As we do not have a warehouse in Canada, we cannot offer to ship these orders as DDP (Duties & Delivery Paid).

All orders above $100 include free shipping.

Shipping fees for orders under $100:

USA & Canada: $9

UK: £8

ROW: $20

What are your shipping times?

US & UK: 

Standard: 2-5 Days / Express: 1-2 Days

EU & ROW: 

Standard: 4-10 Days / Express: 2-4 Days

Please not that CUSTOM JEWELRY has different processing and shipping times as these pieces are handmade:

ALL COUNTRIES: 7-10 Days (including production time)

What are the shipping costs?

All orders over $100 include free shipping! Orders below this amount have the following shipping cost:


Standard: $9 / Express: $14


Standard: $8 / Express: $10

Rest of World

Standard: $20 / Express: $25

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

Where can I return or exchange items?

Not happy with your order? Easily exchange your item(s) here. Exchanges are free of charge for all customers based in the USA. If you are based somewhere else, 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 support@larssonjennings.com.

If you'd like to return your order, simply email our team at support@larssonjennings.com.

What is your Return Policy?



21 Day returns for full refund:

At Larsson & Jennings we are offering easy and free exchanges for USA orders. As we are still a small brand, we cannot cover return shipping costs and these must be paid by the customer. For Canada orders we are sadly not able to pay the return shipping, nor any import taxes and duties. For all locations, please start your exchange process via our returns portal here, or for a return email our customer service team at support@larssonjennings.com.

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 cannot refund your original shipping costs.

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.

Please note that customised jewelry items are completely excluded from our refund policy and these are unique, handmade pieces.

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 day 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.

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.

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.


What steps have we taken towards a more sustainable brand?

We started out sustainability movement two years back when we realised that our planet needs each and every one of us to work together. Ever since we moved to 100% recycled packaging. We changed to vegan, biodegradable weather. We brought out our first range of sunglasses that are biodegradable and recyclable. We teamed up with B1G1 to give back to the earth by planting one tree with every purchase.

What’s B1G1?

B1G1 is a global giving initiative that enables us, as a business, to give back with every purchase made. Forests are damaged through deforestation, illegal logging and damages caused by natural disasters every day. By teaming up with B1G1, who’s community  has worked on planting and maintaining hundreds of thousands of trees over the years. 

 With every purchase made on the Larsson & Jennings website, another tree is planted, meaning we are able to hopefully make a small difference in the future of our planet.

What are you doing about your carbon footprint?

Becoming a carbon-neutral brand is a big step, and not always easy. But in collaboration with B1G1, we have established a way to effectively neutralise our carbon dioxide footprint. With each purchase, we plant one tree. With each order, we give back

What is your end sustainability goal?

We know there is always room to grow, learn and to do things better no matter how far we have come. But our goal is set: By 2030 we want to be 100% carbon neutral.

How are your products produced?

Every single watch is quality controlled in our own factory in Asia. Here we have established a safe and pleasant working environment with a team who are just as passionate about precise engineering as we are. We love to make sure that you get products that are manufactured with hand and heart. Our regular quality controls ensure this standard.

Are your products vegan-friendly?

Yes! We only use a high quality PETA-approved vegan leather material that is both, biodegradable and 100% cruelty-free.

I see you work with non-profits organisations through Beam, how does that work?

Beam works to turn consumer power into real tangible impact by creating direct funding for nonprofits. You buy things from a Beam brand like us, choose a nonprofit, and L&J along with Beam the brand donates there for you.

Tell me about your work with the Rainforest Trust?

We work with the Rainforest Trust who alongside local partners develop projects aimed at securing vital habitat. Protecting rainforests and protecting critically endangered, endangered and vulnerable species protected.

What about the Big Blue Ocean Cleanup?

This is one of the non-profits you can choose to donate to through L&J and Beam who help to remove plastic from the marine environment. Supporting their worldwide mission to end ocean pollution.

Material & Care

What materials do you use for your products?

We use a range of different sustainable materials for our products, including vegan leather, 18ct Gold Plated Brass, sterling silver and stainless steel and crystals.  You can read about our materials on the individual product pages.

How do I care for my watch and jewelry pieces?

Whilst all our  pieces are well crafted, durable and made to last there are still some things you can do to make sure they stay looking their very best. You’ll find everything you need to know about caring for your watches and jewelry HERE

What do I do if my product is faulty?

If you received a faulty product, please email support@larssonjennings.com and we will be happy to help.

Get in touch

We’re here for you

Unsure about which watch to go for, pondering chain lengths or stone sizes, have a question about delivery options, or simply just fancy a chat? Our friendly little team are always here and happy to help :)  Send us a message on the live-chat, or drop us an email at to support@larssonjennings.com

Partnerships & Influencers

We are always on the lookout for new brand representatives to spread the word about L&J!  So if you If you share our mindset, that quality, sustainability and community are key, love our products and have a passion for content creation, click here to read more and drop us a line including links to your relevant social channels and platforms.


There are detailed pic for reference on every product page and you can check out our size guide here. Still can’t quite decide which size would be best? Send us an email at at support@larssonjennings.comand we’ll help you find the right size.


To make an exchange, please visit our portal here.

PLEASE NOTE: For UK & international orders that were placed before 6th July, please go here.

To make a return, simply email our team at support@larssonjennings.com