Frequently Asked Questions
How can we help?
Delivery: shipping, timing, tracking and prices
Shopping: payments, promotional codes, vouchers
Products: product questions, watch straps, automatic watches
Servicing your watch: advice on servicing automatic watches
Repairs: battery and strap replacements, faulty watches, our repair service
Returns and Exchanges: how to return your watch, international returns, exchanges
Still looking for help? You can contact us here.
When will my order be dispatched?
We aim to dispatch all orders within 1-2 working days, where this isn't possible, we will try to inform you via email.
When your order is dispatched your tracking details will be updated.
Please allow extra processing time for watches with a customised engraving or strap, during busy sales periods this can take an extra 5-10 working days. If you are in a hurry for your watch, please email us.
I’m an international customer, will my watch be safe in transit?
Yes, all of our watches are sent in protective cardboard boxes that fit snugly around the watch packaging and are tough enough to withstand transportation.
All of our shipping options are fully insured so if the watch suffers damage in transit or does not arrive then we will replace it free of charge.
I can’t find my country in your list of countries, how can I place an order?
Please email us with the details of your order.
Can you ship my order to a different country from the one in which I live?
Possibly, it depends on the circumstances - please email us with the details of your order and where you’d like it sent to.
How much is shipping and how long will delivery take?
Shipping guide for watches:
- FREE DPD shipping (1-2 working days)
UNITED STATES and CANADA
- FREE Fedex Priority shipping (2-3 working days)
- FREE DHL Express shipping (2-4 working days)
We now include all duties and taxes in the price of your watch when you order from The EU. This means, the price you pay when you checkout is the full price and you will not have to pay any extra charges.
Click here to shop our EU website.
REST OF THE WORLD
- £10 Fedex shipping, usually 3-5 working days
Click here to see the full shipping guide for watches
Please note, if you are outside of The UK or The EU, you may be required to pay import duties and taxes when your watch arrives in your country.
These vary depending on the country you live in, but you should be able to find exact details by researching locally.
Straps and t-shirts (unless purchased with a watch):
Free Royal Mail 1st Class / International tracked shipping, 2-14 working days depending on location. You can see a more accurate timescale when you input your address at the checkout.
These delivery times are a guide based on the Fedex, DHL and Royal Mail terms of service, watches may, in some unusual cases take longer to arrive. If this happens, please get in touch.
Can I buy online and collect in store?
Yes, if your order is placed within the UK.
In some instances we may be able to reserve a product for a short amount of time for purchase in store. To check if this is available, please contact us by phone +44 (0)207 401 3636 or by email.
Can I specify a delivery date?
If you are ordering from outside the UK, we cannot guarantee a delivery date as delivery dates are estimates, however, If you need us to delay sending your watch, please leave a note in the comments box of your order or contact us by emailing us.
How do I track my delivery?
When your order is fulfilled you will receive an email with your postage tracking number. You can track this with DPD or Fedex.
Do I need to sign for the delivery?
No, however, all of our watches are sent on a tracked service.
Can I amend my personal details?
Yes, please contact us immediately. You can contact us with your order number and details by phone +44 (0)207 401 3636 or by email.
Unfortunately we cannot amend any order / delivery details once an order has been shipped.
How can I pay for purchases?
You can use any of the payment types listed to pay for your order: Paypal, ApplePay, Visa, MasterCard, and American Express debit and credit cards.
We take fraud very seriously, so debit and credit card holders are subject to validation and authorisation.
In store, we only accept card payments (we have no cash on site).
If I add a watch to my basket, is it reserved?
Unfortunately, adding items to your basket does not automatically reserve them.
If you are planning to purchase a new limited edition watch, or during a busy sale period, we recommend creating an account to speed up the checkout process.
Creating an account allows you to input your email and shipping address, so you'll just need to log in when you're ready to make your purchase.
You can create an account here.
My payment has been declined
Please check your details, in particular you need to ensure that your delivery address matches the address held by your bank or payment provider and that you have sufficient cleared funds to cover your order.
If everything is correct then you will need to contact your payment provider to see why the payment has been declined (we don’t receive any information about declined transactions).
Do prices include VAT?
VAT is not included in the price if you are from outside of The UK and The EU.
I'm outside of the UK and EU, will I have to pay customs fees or import charges?
Different countries have different regulations (some countries will add charges and others won't) and unfortunately we cannot advise on this. This information should be available locally to you.
We are not responsible for any duties and taxes charged outside of the UK, as these are charged at the discretion of individual countries customs department.
I have a promotional code, how do I use it?
When you reach the checkout, below your product(s) you’ll see a box stating: ‘gift card or discount code’ you’ll need to enter your promotional code here.
I would like to buy a gift voucher for your website?
To buy a gift card, please email us and we will arrange this for you.
Do you offer gift wrapping?
In some instances we may be able to gift wrap your item, for a small fee, please contact us to arrange this.
I would like to try on the watch before I buy it, where can I do this?
Our London store stocks the full range of watches, click here for directions.
Can I buy an extra strap for my watch?
Yes, our straps are priced from £20 plus postage. See our full range of straps here.
Our medium / unisex watch straps are 18mm.
Our small / ladies watch straps are 12mm.
Our XL watch straps are 22mm.
How do I change the watch strap?
We made an instructional video that you can see here.
You will need a standard spring bar tool. We offer these with our watch straps or alternatively these are widely available online.
My wrists are smaller / larger than the strap diameter
Smaller and larger straps are usually available on request, although there may be a delay if we need to order in a special strap for you. Please email us to arrange this.
I like a watch but would prefer a different strap?
Click the 'customise your watch' button to choose a different strap for your watch. We will do this free of charge at the time of order, online and in-store.
Can you customise the watch design?
You can customise the strap on all of our watches (click the 'customise' button on the product page to do this).
You can also choose a unique date or message to be printed on to the hands of the ‘Everyday Special’ watch, again click the 'customise' button to write your unique message.
We cannot make changes to individual watch designs, but we can sometimes swap cases if you prefer a black case rather than a silver case for example. Please send us an email to see if it is possible.
Can you add an engraving to the watch?
Yes! For £10 we can add an engraving to the case back of your Mr Jones watch. Click the 'customise your watch' button to write your own unique message.
How often does the battery need replacing in my watch?
Watch batteries should typically last around two years and they can be replaced at any local watch repair store (all our watches use standard movements and batteries).
If you are local to our store in London then you can bring any of our watches in for battery replacement free of charge.
Can I replace the battery myself?
Not really, you need special tools to open the case without damaging it and also to close the case after you’ve replaced the battery.
What is an automatic mechanical movement?
An automatic mechanical movement means that your watch does not contain a battery, instead, the everyday movements of your wrist are converted into power for the mechanism.
If you don’t wear your watch for a while (around 24 hours) then the movement will run out of power and your watch will stop. If this happens then you can manually wind your watch to get it started (see below) or just wear it to get it running again.
How do I manually wind my watch?
Turn the winding crown on the side of the watch clockwise 20-30 times (you should feel some resistance). Manually winding is meant to just kick start the movement, after that the rota is doing the automatic winding while you wear it.
How long should the charge last on my automatic mechanical watch?
The charge should last at least 24 hours of inactivity. If you wear your watch daily, you should not need to re-set the time.
However if you don't move much throughout the day (i.e. working at a desk all day), you may find you need to manually wind your watch more frequently.
Servicing mechanical movements
Mechanical watch movements do not require batteries, however, you need to have your watch serviced regularly by a watchmaker to clean and re-oil the movement.
We recommend having your watch serviced every three to four years depending on how frequently you wear it. To arrange a service, please contact us by email.
Where can I get my watch battery replaced?
All of our quartz watches use standard batteries that can be replaced easily by most jewellers worldwide.
If you are local to our shop, we offer battery replacements on our watches free of charge (unfortunately we cannot replace batteries from other brands).
We don’t recommend posting your watch back to us for a battery replacement, as it is often more cost effective to get the battery replaced elsewhere. However, if this is the most convenient option for you then please email us to arrange this.
Can you repair other watches? (not from Mr Jones Watches)
No, we are a very small team so it is not possible for us to repair watches that are not made by us.
My Mr Jones watch isn’t working correctly, what should I do?
Please email us with a detailed description of the problem with your watch, as well as your order number and a copy of your receipt.
I have damaged my Mr Jones watch, can you repair it?
Yes, for a quote please email us with a detailed description of the problem with your watch.
My watch strap is worn out, can you replace it?
Yes, you can order a replacement strap directly from us which you can fit yourself, following this video. Alternatively, we can fit your new strap in-store.
How long do repairs take?
Repairs can take up to six weeks depending on the problem with your watch, however most are completed within 10 working days. We will keep you updated with the status of the repair.
My watch is no longer in warranty. How much do repairs cost?
It depends on the nature of the problem, but we will always let you know the cost before beginning any work. Most repairs are under £30 (we just make a small charge to cover parts and time - we’d much rather your watch was running correctly so you can wear it!)
Can I bring my watch into the store for a repair?
Yes. Please refer to our store opening hours.
Returns and exchanges
How long do I have to return an item?
To return for a full refund, you have 30 days if purchased online. After this time we can offer an exchange if your watch hasn’t been worn.
If you have bought your watch in-store, we can offer an exchange or store credit only (this is because you’ve seen the watch in person and had the opportunity to try it on). If you're buying the watch as a gift, please let us know and we will add a note to your order.
We do not cover return shipping costs for unwanted items from outside the UK.
Please note: personalised case back engraving is non-refundable - you can still return or exchange your watch, but the engraving price will be deducted from the refund or exchange value.
I would like to exchange my watch for a different model, can I do this?
If your watch has not been worn, yes. However fastening the watch will cause damage to the leather, so if this is the case with your watch, we may charge you £20 for the watch strap (alternatively we can put the worn strap on the exchanged watch for free).
How do I return my item?
Please see return instructions here.
Is there a charge for returning a product?
No, we do not charge you for returning a product, however we do not cover shipping costs for unwanted items from outside the UK.
Still looking for help? You can contact us here.