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FAQ



ABOUT

Who are JB Watches?

JB Watches is a family owned and operated business committed to providing you with 100% satisfaction. We offer top quality watches at very competitive prices. All timepieces are new and authentic and generally come with a one year warranty. JB Watches sources from authorized dealers and respected industry wholesalers. Offering you the most extensive selection of luxury watches available on-line, we source in large quantities and leverage our tremendous buying power to get the best price for our customers.

Are the watches 100% genuine?

All our watches are 100% genuine and carry all the certificates of authenticity that the manufacturer provides.

How can I share feedback about my experience with JB Watches?

We always appreciate feedback, positive or otherwise, and if you would like to let us know about your experience shopping with us then please share your thoughts here.

What guarantees do you offer?

We offer a 30 day returns policy which allows you to return your item within 30 days of purchase if you are not satisfied with it. However, please make sure the item is unused, unworn and in a perfect, re-sellable condition. 

 

ORDERS

How should I place an order?

Simply select the item/s you wish to purchase and click ‘Add to bag’ on our website. When you are ready to complete your order just click on the bag icon at the top right of the screen and the site will guide you through the ordering and payment process.

Where can I apply my discount code?

When placing your order there is a box at the bottom-right of the payment screen where you can enter any promotional code you have received. You can then click the green ‘Apply’ button next to it and this will calculate the new price including the discount.

Please note only one discount code can be applied per order.

How will I know my order was placed successfully?

You should receive an automatic confirmation email when your order is placed to let you know it was successful. If you do not receive this please contact us by phone, email or live chat so that we can check if your order was placed correctly.

What happens if my order is not received/goes missing?

If your order does not arrive as promised please first check your online tracking information to see if there is any information from Royal Mail or the courier service. Your tracking number should allow you to check the progress of the shipment or to call them for any information they can provide. If you still cannot locate your package please contact us and we will have Royal Mail or the courier carry out an investigation. This can take a few days and there is nothing further we can do while this process is ongoing.

If your item cannot be located by Royal Mail or the courier service then we will process a refund or send a replacement item, depending on what we have discussed with you. However we cannot take such action until we have received confirmation that the item is lost. Please also note that investigations for international deliveries can take considerably longer and we are unable to provide exact estimates of the timescale in such instances.

Where is my order?

Once your order has been dispatched an email will be sent with your order tracking information. Your unique tracking number can be used to follow the progress of your order online so you have the peace of mind knowing that someone will be home when your package arrives.

How do I alter or cancel an order I have already placed?

Please contact us as soon as possible to amend or cancel an order you have placed, as once it is shipped there is nothing we can do.

How do I send my watch back if I don’t want it?

You can send your purchase back within 30 days as long as it is new and unused and we will either refund or exchange the item for you. Please notify us by phone or email that you wish to return the item, and include a note of your order number and the reason for the return when sending the item back.

What do I do if I believe I have received a faulty item/my watch has developed a fault?

If you feel you have received a faulty watch then the customer support team are here to guide you through the whole process. You have 30 days from purchasing your item to return it free of charge!  Please contact the team as soon as possible either by phone or email.

Can I place an order over the phone?

We can take orders over the phone, just give us a call and one of the customer services representatives will be happy to help you.

Can you provide extra links for watch straps/remove links from the strap if needed?

All watches with straps consisting of links are sent with all the links already included in the strap. We are unable to remove links prior to shipping watches, or to provide extra links for any watch. If you require links removing or adding this must be arranged by you after you have received the watch. Additionally any cost incurred for adding/removing links will not be covered by JB Watches in the event that a refund is issued under the terms of our warranty.

SHIPPING AND DELIVERY

What delivery options do you offer?

We offer FREE UK delivery on all orders with an estimated delivery time of 2 – 5 days. Alternatively, you can choose Royal Mail first class for £2.50 or get next business day delivery by courier for £5.99. All orders placed before 2:00pm will be processed and shipped the same day, and all orders are sent by tracked methods so that you can follow your parcel from dispatch to delivery, and need to be signed for upon delivery.

Please note we DO NOT offer next business day delivery to the following locations:

Northern Ireland

Scottish Islands

Scottish Highlands

Channel Isles

Isle of Man

Isle of Wight

Scilly Isles

Republic of Ireland


International delivery timescales can vary widely depending on destination so we are unable to provide completely accurate estimates. However, within the EU it is generally 5 – 7 days for delivery.

Some watches are dispatched from our US warehouse, and these are marked ‘5 – 10 Days’ on the website to indicate the length of time they generally take to be delivered. The above delivery estimates DO NOT apply to these watches.

Can I have my order delivered to my work address/another alternative address?

Yes, this is easy! On the checkout page, there will be an option to enter your billing address and separately enter the delivery address. If you have placed the order already then please contact us as soon as possible.

How can I track my order?

Once an order has been dispatched from our warehouse, you will receive a tracking number via email. You will then be able to track the progress of your order. If you haven’t received an email with your tracking number then please get in touch.

RETURNS AND EXCHANGES

What is your returns policy?

We offer a 30 day returns guarantee on all purchases. If you need to send an item back within this period then please contact us and we will provide you with a prepaid label at no extra cost to you. If you wish to return an unused item, please ensure that it is sent back as sold, in the original packaging with all the tags and labels. All returns will be processed within 7 working days.

If you believe your item to be faulty upon receipt please contact us as soon as possible to notify us of the problem and we will arrange a return at no cost to you.

Please note that all other returns, including for warranty issues after the 30 day period has elapsed, are made at the customer's expense.

Can I exchange an item for a different one?

Yes! When you return your item in its original packaging to us just make a note of the model number you would like to exchange it for on the returns form. Once we receive the item back, we will exchange it for your chosen item. If there is a difference in price that is lower then we will refund the difference once we have processed the exchange. If the amount is greater, we will be in contact to arrange payment for the difference.

How long will it take for my refund or exchange to be processed?

Almost all refunds and exchanges take place on the day we receive the returned items, however occasionally this can be done the next day. Please note that it can take up to 7 days for the payment to show in your account depending on your bank. Please note refunds can only be made back to the card used to make the original purchase.

What address should I use when returning my order?

JB Watches
PO BOX 493
Swinton
Manchester
M28 8DX

Do the items come with a warranty?

All of our watches are covered by a 1-year seller warranty which matches the original manufacturer warranty. The warranty covers mechanical faults or breakdown only, i.e. problems with the timekeeping element (movement) which is down to a manufacturing defect. The warranty excludes any kind of accidental damage. All our watches are supplied with a seller warranty (unless otherwise stated).

The warranty does not cover damages due to wear and tear, or any physical and/or accidental damage. This includes damage such as scratches, discolouring, or any other cosmetic damage or wear, any damage or wear to straps/bracelets, crystals/glass falling out, or damage resulting from use under conditions exceeding the watch manufacturer's water resistance limitations.

Mechanical or other faults which are a result of mishandling, negligence or shock from subjecting the watch to rigorous activities, such as vibration or dropping, are not covered under any circumstances

What is your international return policy?

You can return any item for a refund within 30 days of making your purchase. If you place an order direct through ourselves then we do not cover any return postage costs. We recommend that you send your parcel via a recorded delivery service so that you are able to track the item's progress. Please retain any proof of postage for your records.

PAYMENTS

What payment methods can I use?

We accept all major credit/debit card providers including Visa, MasterCard, Maestro and American Express.

If my payment cannot be processed, what do I do?

We have developed a strict processing system to prevent fraudulent activity and to protect you as our customer. Please ensure your basic information such as the card billing address is correct and that the name on the card is yourself. If the problem persists please give the customer service team a call.

Why has money left my account even though my order showed it was unsuccessful?

As our site has a strict auditing process to prevent fraud in order to protect you, this could happen when making a payment. The money will initially leave your account when a purchase is attempted but once the checks have been carried out, in the event that the payment cannot be completed, it will be immediately returned to your account.

DISCLAIMER

These answers were correct at the time of publication and are intended as guidelines to help customers and visitors to the website to understand the company’s processes and services. They are not an exhaustive guide of the company’s policies nor a guarantee that any action taken will exactly follow the processes and procedures described above.