MENU CART ({{currentCart.getItemCount()}}) MESSAGE

FAQ

Orders

How do I place an order?

To place an order you choose the item and add it to your shopping cart. Then, check out and fill in your personal information for paying for your order. As long as the payment procedures are completed successfully, we will ship your order to you. Easy!

Was my order successful?

Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our customer service team at cs@jackhammington.com.

Where can I enter my discount code?

Your discount code can be added to your cart which you will find if you click on to Cart. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.

How do I change or cancel my order?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped.


Payment

You can choose to pay with credit cards, master cards, American Express or some selected cards. We always charge in the currency specified on the homepage and it is your bank that convert the payment to your currency.

What do I do if my payment has not been captured?

If you are not able to pay with your card, it is usually because your card is issued in another country than the one you are ordering from. Our payment system may automatically blocks these transactions for safety reasons to minimize online fraud so as to protect you. If you are not able to pay with your card we recommend you to try another card.

Information VAT

All prices on our homepage do not include VAT. Instead, you pay VAT and customs duty in your homeland.

Delivery information

You will receive a tracking number when your order has been dispatched from our warehouse. Orders to China and Hong Kong will not be provided with a tracking number since they are shipped with a local carrier. 

From where are the items shipped?

All orders (expect for China) are shipped from our Global Logistic Centre either in Hong Kong/London/New York by air express.

Orders to Hong Kong are shipped from Hong Kong with local express companies. 

Orders to China are shipped from Shenzhen with SF Express. 

You will receive a delivery tracking number of your order.


Return

Return instructions

As a customer, you have the right to return and receive a full refund of any purchased products within 7 days of receiving your order. Please note that the watch must be in the exact new condition as when receiving the watch.

Pack the watch the same way it was delivered. Do not bend leather bands around the cushion of the gift box! Leather watches shall be placed flat with the lower part of the wristband placed inside the elastic band and the watch facing upwards.

Have you received my return?

You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. Have you not received an email within two weeks from the date that you returned your package please contact our customer service with your order and tracking number.

I have received the wrong product

We strongly advise that you, as a customer, control that the item is correct and flawless when you receive your delivery. If you have received the wrong item or if it is damaged, please contact our customer service within 7 days.


Warranty and Repair

What is a warranty issue and what is not?

Warranty term: 24 months from the date of purchase. This warranty covers manufacturing defects on the watch itself (movement, case, crystal) and the watchband. Other parts than the above are not covered by this warranty. To have replacement covered under this warranty performed, use our contact form on the "contact us" page. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand. Finally, write ‘reclaim of purchase’ as subject of the e-mail and mail.

Note that repair/replacements will be charged in the following cases, even during the warranty term.
- Failure or damage caused by improper use or carelessness (knocks, dents, crushing, broken crystal, etc.)
- Failure or damage caused by unjustifiable repair or modification
- Failure or damage caused by fire or water, or a natural disaster such as an earthquake
- Esthetic changes that occur during normal wear and tear and aging (minor scratches, etc.; on the case and/or crystal, alteration of th
e colour on the watchband and peeling of the plating)

- In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten

- If the warranty card is not submitted along with the watch.

Battery replacement will be charged even during the warranty term.

The case, dial, hands, crystal, watchband or other parts thereof may be replaced with substitutes if the originals are not available.

This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer. 

Visit a local watchmaker for warranty issues

Our recommendation is that you visit a local proper watchmaker and let them look at the damage and if they feel this is a warranty matter contact us for more information on how to proceed.

 

Product Information

Glass Cover

The glass of the watch is made of hardened mineral glass. It is resistant against normal wear and tear but should be used with care.

Battery

The expected life length of the battery is 2 to 3 years depending on outer conditions such as heat/cold.

The battery is a silver oxide cell battery (standard button cell).

Leather wristband

The leather wristbands are made of Italian calf leather and are treated with organic plant oil.

3 ATM Waterproof

Our watches are classified as waterproof 3ATM. That means they are suitable for everyday use and are splash/rain resistant but should avoid direct contact with water.