Frequently asked questions

Shipping

We aim to dispatch all orders within 2-3 working days.

When your order is dispatched, your tracking details will be updated.

If you have opted for a custom engraving please allow an additional 1-2 working days.

If you are purchasing during a sale or a limited edition release - you can expect an email update with an estimated dispatch date if there any changes to the timeframe.

If you are in a hurry for your watch, please email us.

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.

Possibly, it depends on the circumstances - please email us with the details of your order and where you’d like it sent to.

Shipping guide for watches:

- FREE DHL Express shipping, 2-4 working days

We now include all duties and taxes in the price of your watch.

This means, the price you pay when you checkout is the full price and you will not have to pay any extra charges. 

Shipping to Germany: please note due to new legislation in Germany we are no longer able to pre-pay import fees.

This means we will reimburse you after you have paid the bill. To do this we will need: your proof of import fee payment, your full name (of bank account holder), your BIC and IBAN numbers.

Please email us info@mrjoneswatches.com with this information after you have paid the import charge.

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. 

When your order is fulfilled you will receive an email with your postage tracking number. You can track this with DPD or Royal Mail

No, however, all of our watches are sent on a tracked service.

Yes, please contact us immediately. You can contact us with your order number and details by phone +44 (0)208 6998327 or by email.

Unfortunately we cannot amend any order / delivery details once an order has been shipped.

Shopping

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).

Yes. This means, the price you pay when you checkout is the full price and you will not have to pay any extra charges on watches.

Shipping to Germany: please note due to new legislation in Germany we are no longer able to pre-pay import fees.

This means we will reimburse you after you have paid the bill. To do this we will need: your proof of import fee payment, your full name (of bank account holder), your BIC and IBAN numbers.

Please email us info@mrjoneswatches.com with this information after you have paid the import charge.

Shipping t-shirts / watch straps (ordered separately from a watch)

With t-shirts / watch straps and other accessories purchased separately to a watch, we use different shipping methods and we cannot pay the the duties and taxes in advance, so please contact us if you get charged and we will reimburse you.

Please email us info@mrjoneswatches.com with this information after you have paid the import charge.

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.

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).

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.

In some instances we may be able to gift wrap your item, for a small fee, please contact us to arrange this.

Our London store stocks the full range of watches, click here for directions. We do not have any authorised resellers at this time.

Customisation

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.

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.

Yes, our straps are priced from £20 plus postage. See our full range of straps here.

Medium size watches (37-40mm) fit the 18mm strap size.

Small size watches (31mm) fit the 12mm strap size.

Large size watches (45mm) fit the 22mm strap size.

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.

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.

Watches

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 visiting our store in London then you can bring any of our watches in for battery replacement free of charge.

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.

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.

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.

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.

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

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.

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.

No, we are a very small team so it is not possible for us to repair watches that are not made by us.

Yes, for a quote please email us with a detailed description of the problem with your watch.

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.

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.

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!)

Yes. Please refer to our store opening hours.

Returns and exchanges

To return for a full refund, you have 30 days if purchased online, provided it is in the original unworn condition and in its original packaging. After this time we can offer an exchange if your watch hasn’t been worn.

By "original unworn condition" we mean that the leather strap cannot have been fastened, not even once. The leather is permanently marked if the strap is fastened and this means that we must replace the strap before we can retail the watch (so we will deduct the cost of a replacement strap from your refund).

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.

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.

We do not cover return shipping costs for unwanted items from outside the UK.

We will ensure that you receive your refund within one week of receiving the returned watch back from you. Before returning your watch please send an email to info@mrjoneswatches.com to notify us of your intention.

Your statutory rights are not affected.

We recommend checking the measurements of our t-shirts on our size guide before placing your order, you can also check them here

If your t-shirt is faulty, we can offer an exchange or a refund. In this circumstance, please email us within 30 days of placing your order, with a photograph of the problem, as well as your order number.

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 €25 for the watch strap (alternatively we can put the worn strap on the exchanged watch for free).

Please see return instructions here.

No, we do not charge you for returning a product, however we do not cover shipping costs for unwanted items from outside the UK.