What is covered in my one year warranty and what is not covered?
The international JBW warranty covers your watch for one year from the date of purchase. This limited warranty covers any manufacturer defects of the watch movement. This warranty excludes the watch case, watch glass, watch crystal, watch bracelet, watch straps, watch crown, stem, finishes, and any damage caused by excessive wear and tear under conditions exceeding the JBW watch manufacturer's water resistance limitations. All shipping and handling costs in connection with warranty service are the responsibility of the customer.
Email us with your exact issue or request and we will get back to you within 48 hours with an estimate for your repair.
Repairs/ Replacement parts
I don't know how to use my watch, where can I find a manual?
All of our watch manuals can be found on our website using the below link. You can locate your model number on the back of the face of your watch.
You can have a local jeweler or watch repair technician remove the links to size your watch or you can send the watch to us for servicing. You would be responsible for the freight charges if you sent your watch in to us for sizing. Another option is to purchase a watch sizing tool on our website, which allows you to remove links and size the watch yourself. Click here to purchase the sizing tool for only $5.00.
How do I change my battery?
If you are in the US, we are more than happy to send you a replacement battery at no charge, and you can take your watch to a local jeweler to have the battery replaced.
to request a battery.
How do I get a replacement for my water damaged watch?
JBW watches are not waterproof, but they are water resistant. However, because of the sensitive nature of the diamonds, plating and leather materials, watches should not be worn when showering or swimming. If you have accidentally exposed your watch to water, you can send it in for servicing and repair. Please follow the instructions on the service page for how to send your watch in.
Why is my watch running slow?
There are many reasons why a watch may start to lose time, but the best way to diagnose the problem is for you to send the watch in for servicing. All JBW watches have a one year warranty, so please allow us the opportunity to repair your watch under the terms of the warranty. Please follow the instructions on the service page for how to send your watch in.
Why do I have to pay for shipping if the watch is under warranty?
The warranty covers the repair service charges or the cost of replacement parts. The shipping costs the customer's responsibility.
How do I use the butterfly clasp on my JBW watch?
The butterfly clasp can be a little difficult to open at first. We have created a video that shows how to use the clasp on your band.
We sell leather bands on our website and you can check if it fits your particular watch in the product description section. Click here to shop for bands. If you cannot find the band you are looking for on the website or if you need a specialty band, please send us an email inquiry through
How long does a watch repair take?
A watch repair can take up to two weeks to finish (from the date we receive the watch), but it may take longer if we have to order any special parts. Someone from our repairs department will contact you with the exact details once your watch has been examined.
Can I purchase extra links for my watch?
Additional links are always available for purchase through our repairs department.
to inquire about the specific links you are looking for.
How do I clean the leather band of my watch?
You may clean your leather band with the use of a damp cloth and a mild leather cleaner. Please do not use water to clean your band as this can cause damage to the leather.
Is my watch made out of solid gold?
All JBW watches are made of stainless steel and the gold colored ones are 18 carat gold plated. Our watches are not made of solid gold.
What is the quality of the diamonds used in JBW watches?
The quality of diamonds we use are I2, which include some inclusions.
I purchased a JBW watch from a retailer (not on jbw.com). How can I get a refund or return my watch?
Please contact the retailer you purchased the watch from about their return and refund policy. We are unable to accept returns for watches not purchased directly on our website. We unfortunately cannot issue a refund or exchange for a watch purchased from a different retailer.
I purchased a watch on jbw.com. How can I get a refund or return my watch?
Watches may be returned up to 30 days from the date of shipment for a full refund (less original shipping charges). We offer free returns for all US customers. Please click here to see our full return policy and instructions on how to request a return label.
How long does it take to process my return?
Once we receive your watch, it can take up to 20 days to process the return and refund the money to your credit card. For international orders, please allow for additional time.
Why have I not received my confirmation email?
Please check your SPAM folder if you have not received a confirmation email. To prevent our emails from being filtered out, please add
to your address book or safe sender list.
Our full product line is available on jbw.com. We also have several authorized retailers around the world that carry JBW watches. If you are unsure of the retailer you are trying to purchase from, feel free to contact us and we will be more than happy to answer any questions or concerns you may have.
Are custom taxes and/or duty charges included in the price of my watch?
Unfortunately the customs taxes are not included in the price of your watch and you will need to pay them according to your country's rules and regulations.
Why are some prices different on your website and other retail websites, such as Amazon?
Pricing varies by model and season, as well as by retailer. From time to time, you may find special pricing or discounts on seasonal products or discontinued models.