Common Questions
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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 atsupport@larssonjennings.com.
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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.
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Can you provide worldwide shipping?
Add the content to appear when the accordion is opened
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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.
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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!
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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.
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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.
Orders & Payment
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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.
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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.
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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.
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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.
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What payment methods do you accept?
Our standard payment types available in all countries are Affirm, American Express, Visa, Visa Electron, Mastercard, JCB, Maestro, Paypal and Amazon Pay.
Shipping
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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 the USA.
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 Standard: $7
USA Express: $9
ROW: $19 -
What are your shipping times?
USA: Standard: 2-5 Days / Express: 1-2 Days
ROW: Standard: 10-15 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:
USAStandard: $7 / Express: $9
Rest of WorldStandard: $19
2 Year Warranty
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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.
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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 30 days of purchase.
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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
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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.
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What is your Return Policy?
30 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.
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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.
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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.
Sustainability
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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.
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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
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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.
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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.
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Sizing
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.
