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.

 

Delivery

When will my order be dispatched?

We aim to dispatch same day, provided the order is received by 2pm local time here in London (Greenwich Mean Time). 

If the order is placed after 2pm, it will generally be dispatched on the next working day. Orders placed over a weekend will be shipped on Monday. 

Please note, during busy sale periods dispatch may take a little longer (this is quite rare) but if so then we will inform you.

 

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 long will delivery take?

UK orders

Royal Mail Tracked 24 will arrive on the next working day

Europe

International Tracked and Signed service usually takes 3 to 7 working days (can sometimes take longer).

Fedex normally takes 1 or 3 working days

Rest of the world

Airmail (used for clocks) takes 7 to 10 working days

International Tracked and Signed service usually takes 5 to 7 working days

Fedex takes 1 to 3 working days

All shipping options are trackable and fully insured, when your order is dispatched you will be emailed the tracking details. Updates on the International Tracked and Signed service is via your national postal service, FedEx deliveries are trackable on the FedEx website (fedex.com).

Please note that the transit times are the guide provided by Royal Mail or FedEx. Items sent outside the EU may be subject to delays for customs processing procedures which are outside of our control and may result in longer delivery times.

In some unusual cases, deliveries may take up to 28 days to arrive. A delivery cannot be declared lost until they have been undelivered for over 28 days, at this point we can either refund an order or dispatch a replacement. Please note that this is really quite rare - we send thousands of watches every year and very, very few are ever subject to such long delays or are lost.

 

How much does delivery cost?

Shipping is calculated by product weight at the checkout.

As a guide, a single watch costs as follows:

 Location Delivery type Estimated delivery time

Price

UK Royal Mail Tracked 24 Next working day £5.95

EU

 

Royal Mail Tracked and Signed (passed on to your local postage service)

3-7 working days

 

£8.00

 

EU Fedex International Priority 1-3 working days £35.00

US & Rest of the world

International tracked and signed (passed on to your local postage service)

5-10 working days 

£10.50
US  Fedex International Priority 1-3 working days £30.00
Rest of the World Fedex International Priority 1-3 working days £50.00

 

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 this is dependent on your domestic postal carrier.

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 you’re order is fulfilled you will receive an email with your postage tracking number. You can track this with the postage provider (either your national postal service or Fedex).

 

Do I need to sign for the delivery?

Yes, all of our watches are sent on a tracked service that will require a signature upon delivery.

 

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.

 

 

Shopping

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.

 

My payment has been declined

Please check your details, in particular you need to ensure that your delivery address matches the address help 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 EU.

 

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?

We offer complementary gift wrapping at Christmas only (through November-December).

 

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.

If you are from outside London / UK, please see our full range of stockists here.

 

 

Products

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 XL watch straps are 22mm.

Our medium / unisex watch straps are 18mm.

Our small / ladies watch straps are 12mm.

 

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?

Leave a note in the ‘comments’ box of your order stating the name of the strap from our collection that you would like us to fit to your watch. We will do this free of charge at the time of order, online and in-store.

 

Can you customise the watch design?

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 what you want is possible.

The exception to this is the ‘Everyday Special’ watch - on this model, you can choose a unique date or message to be printed on to the hands of the watch.

 

Can you add an engraving to the watch?

Yes! For a small cost (depending on requirements) we can add an engraving to your watch. Please contact us to arrange this.

 

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 movement?

An automatic 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 automatic watch?

Turn the winding crown on the side of the watch clockwise (you should feel some resistance). 10 - 12 full turns of the crown will fully wind the watch.

 

How long should the charge last on my automatic 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.

 

Servicing automatic 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.

 

Repairs

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 take 5-10 working days depending on the problem with your watch. We will keep you updated with the status of 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 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 exchange or store credit only. (This is because you’ve seen the watch in person and had the opportunity to try it on).

 

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 £15 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.

 

Still looking for help? You can contact us here.

 


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