FREQUENTLY ASKED QUESTIONS

A breakdown of our most frequently asked questions. This covers questions across all exclusive services we offer.

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The international JBW warranty covers your timepiece for one year from the date of purchase. This limited warranty covers any manufacturer defects of the timepiece. This warranty excludes any damage caused by excessive wear under conditions exceeding the watch manufacturer's water resistance limitations. This applies to the watch case, glass, crystal, bracelet, straps, crown, and stem finishes. All shipping and handling costs in connection with warranty service are the responsibility of the customer.

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Please follow these instructions to send in your timepiece for repair.

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Email us with your exact issue or request and we will get back to you within 48 hours with an estimate for your repair. Click here to contact us for an estimate.

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All JBW timepieces are made of stainless steel and the gold timepieces are 18 carat gold plated. Our timepieces are not made of solid gold.

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The quality of diamonds we use are I2, which include some inclusions.

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Please contact the retailer you purchased the timepiece from about their return and refund policy. We are unable to accept returns for timepieces not purchased directly on our website. We unfortunately cannot issue a refund or exchange for a timepiece purchased from a different retailer.

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Orders may be cancelled, however any orders cancelled after shipment is in transit will result in the customer bearing return shipping charges. These charges will be equivalent to shipping charges paid during checkout.

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Timepieces 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.

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Once we receive your timepiece, it can take up to 14 days to process the return and refund the money to your credit card. For international orders, please allow for additional time.

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For international customers and domestic customers that choose an expedited shipping service that requires an additional fee, we can only process refunds minus shipping costs. Unfortunately, we cannot refund the original cost of shipping your order.

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All of our timepiece manuals can be found on our website using the below link. You can locate your model number on the back of your timepiece.

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You can have a local jeweler or timepiece repair technician remove the links to size or you can send the timepiece to us for servicing. You will be responsible for freight charges if you send your timepiece 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 it yourself. Click here to purchase the sizing tool for only $5.00.

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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 timepiece to a local jeweler to have the battery replaced. Click here to request a battery.

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JBW timepieces are not waterproof, but they are water resistant. However, because of the sensitive nature of the diamonds, plating and leather materials, timepieces should not be worn when showering or swimming. If you have accidentally exposed your timepiece to water, you can send it in for servicing and repair. Please follow the instructions on the service page for how to send your timepiece in.

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There are many reasons why a timepiece may start to lose time, but the best way to diagnose the problem is for you to send the timepiece in for servicing. All JBW timepieces have a one year warranty, so please allow us the opportunity to repair your timepiece under the terms of the warranty. Please follow the instructions on the service page for how to send your timepiece in.

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The warranty covers the repair service charges or the cost of replacement parts. The shipping costs are the customer's responsibility.

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The butterfly clasp is a unique design and can be a little difficult to understand at first. We have created a video that shows how to use the clasp on your band.

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We sell leather bands on our website and you can check if it fits your particular timepiece 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 this link.

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A timepiece repair can take up to two weeks to finish (from the date we receive the timepiece), 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 timepiece has been examined.

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Additional links are always available for purchase through our repairs department. Please email to inquire about the specific links you are looking for.

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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.

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If you've just received your timepiece and it isn't working, make sure that the crown stopper has been removed. Most timepieces have a clear, plastic stopper around the crown of the timepiece. Once the stopper is removed, set the time and push the crown back in completely so it is pressed against the timepiece face.

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If you have not received a confirmation email within 24 hours of placing your order, please check your SPAM folder. To prevent our emails from being filtered out, please add sales@jbw.com to your address book or safe sender list.

ATTN GMAIL USERS: Click here for step by step instructions on how to prevent our emails from ending up in spam.

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Our full product line is available on JBW.com. We also have several authorized retailers around the world that carry JBW timepieces. Click here for a list of our authorized retailers. 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.

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For international customers, unfortunately the customs taxes are not included in the price of your timepiece and you will need to pay them according to your country's rules and regulations. You will be contacted by Fedex once the timepiece has reached your country’s border to pay the additional fees.

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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.

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