FAQs
Take care of your pieces
- Do not spray on perfume or other sprays while wearing your gold-plated jewellery or watches. Wear your jewellery or watch after you have sprayed on your favourite perfume so that chemicals on the spray or perfume does not interact with your jewellery’s or watch metal.
- Wait until your lotion or cream is dry or has been absorbed by your skin before you wear your gold-plated ring, bracelet, necklace or watch.
- Substances like oil, chlorine, perfume and the like may react with metal/plated jewellery or watches and will cause it to tarnish more quickly. This also goes with sweat, so make sure you don’t forget to remove your gold-plated jewellery when you exercise or anything that would require heavy physical work, and also when swimming.
- Do not use your Jewellery or watch (including waterproof watches) in hot baths, saunas, or environments with large temperature changes.
- Do not adjust the crown of the watch whilst in the water.
- After every use, clean your jewellery or watch with a cotton ball or a very soft cloth to remove any dust and dirt it has acquired. Gently rubbing the surface of your gold-plated jewellery using a soft jewellery cloth also helps restore shine.
- If your jewellery or watch needs more cleaning you may clean it with warm, soapy water. Soak it for a few minutes and you may clean it with a soft brush. Stay away from jewellery cleaners and antibacterial soaps which may have certain components that will just make your gold-plated jewellery tarnish more quickly.
- To avoid scratches, wrap your jewellery in a soft cloth after cleaning or keep it in a jewellery box separate from other types of jewellery you have.
- When wearing a leather strap avoid the following:
- Avoid exposing leather straps to excess moisture, oils, solvents, and cleaning products. This will prevent discoloration or premature aging of the leather.
- Avoid prolonged exposure to direct sunlight, which can adversely affect the colour and quality of the strap.
PRODUCT INFORMATION
Leather watchbands – We do not recommend you to wash the leather wristband. Exposure to water can dry the leather and possibly cause damage to the wristband. However, a local watchmaker or watch retailer may have cleaning products specifically designed for leather.
Nylon watchbands – After removing the watch face from the wristband, apply lukewarm water and soap to the band and scrub gently. Then rinse the band and leave it to dry flat on a towel.
Mesh watchbands– After removing the watch face from the wristband, gently scrub the mesh strap with a mix of water and just a little bit of detergent using a toothbrush or similar item to get in-between the spaces of your band.
1. Do not spray on perfume or other sprays while wearing your gold-plated jewellery or watches. Wear your jewellery or watch after you have sprayed on your favourite perfume so that chemicals on the spray or perfume does not interact with your jewellery’s or watch metal.
2. Wait until your lotion or cream is dry or has been absorbed by your skin before you wear your gold-plated ring, bracelet, necklace or watch.
3. Substances like oil, chlorine, perfume and the like may react with metal/plated jewellery or watches and will cause it to tarnish more quickly. This also goes with sweat, so make sure you don’t forget to remove your gold-plated jewellery when you exercise or anything that would require heavy physical work, and also when swimming.
4. Do not use your Jewellery or watch (including waterproof watches) in hot baths, saunas, or environments with large temperature changes.
5. Do not adjust the crown of the watch whilst in the water.
6. After every use, clean your jewellery or watch with a cotton ball or a very soft cloth to remove any dust and dirt it has acquired. Gently rubbing the surface of your gold-plated jewellery using a soft jewellery cloth also helps restore shine.
7. If your jewellery or watch needs more cleaning you may clean it with warm, soapy water. Soak it for a few minutes and you may clean it with a soft brush. Stay away from jewellery cleaners and antibacterial soaps which may have certain components that will just make your gold-plated jewellery tarnish more quickly.
8. To avoid scratches, wrap your jewellery in a soft cloth after cleaning or keep it in a jewellery box separate from other types of jewellery you have.
9. When wearing a leather strap avoid the following:
1. Avoid exposing leather straps to excess moisture, oils, solvents, and cleaning products. This will prevent discoloration or premature aging of the leather.
2. Avoid prolonged exposure to direct sunlight, which can adversely affect the colour and quality of the strap.
ORDERS
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.
We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.
If your order is successful, you should within the next 24 hours receive an order confirmation via the e-mail address you provided during checkout. If not, please contact us and we can assist you with this matter.
Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you contact us and cancel the incorrect order.
Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.
DELIVERY
Our goal is to ensure that you receive your order as quickly as possible.
Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier, DHL.
Please note that the standard delivery time of 2-5 business days are estimates and may vary depending on circumstances like distance, local holidays, and any other external factors outside of Will and Jacob’s, and courier’s, control. Packages are not shipped nor delivered on weekends and local public holidays and may vary due to external factors outside of Will and Jacob’s, and our courier’s, control.
While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Will and Jacob and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.
Additionally, please note that during promotional campaigns, delivery times may be longer than usual.
Within 1-2 business days of placing your order, you will receive a tracking number via email from our courier partner DHL containing your package’s tracking information.
If you place your order during the weekend or a public holiday, your order will be sent out during the next working day, so you can allow additional days to receive your tracking details.
To track your package, simply enter your tracking number on DHL´ official website.
If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.
In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.
When requesting for an address change, we need the following the following information:
• First and Last name
• Street name and number
• Zip code and City
• Country
• Phone number
Kindly note that this process may delay the delivery time; Will and Jacob is not responsible for any delay in delivery due to an address change requested by the customer.
Within 1-2 working days after placing a successfully placed your order, you’ll receive a tracking number from our courier. If you have not received your DHL Tracking Number, please contact us and we will look into this for you immediately.
If you have any questions regarding your shipment or if you have not received your tracking number, you are more welcome to contact us and we will assist you further.
Free standard shipping is provided by Will and Jacob when purchasing a timepiece. Next day delivery is not included and comes at an additional cost.
Placing an order containing only accessories – no timepiece(s) – may be subject to a shipping fee (depending on your order amount). This fee will be displayed at checkout.
RETURNS AND WARRANTY
You have the right to return products purchased directly from will-jacob.com within 30 days of receiving the item(s) for a full refund.
The product(s) must be unused – in original packaging with labels and protective stickers intact – and still in the same, new condition as when received.
Products purchased directly from will-jacob.com can be returned to our warehouse using a pre-paid shipping label, which we will provide.
Read more about our Return Policy here.
If you want to return your order, please contact us to register the return.
The Will and Jacob warranty does not cover:
1. Defects and damages due to loss, theft, fire, water, or a natural disaster
2. Failure or damage caused by improper use, carelessness (knocks, dents, crushing, broken crystal/glass, etc.), or accidents
3. Failure or damage caused by unjustifiable repair or modification
4. Esthetical changes, defects, and damages due to normal wear and tear and aging (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling or discoloration of the plating, etc.)
5. Battery, wristband, crown, or crystal/glass
6. Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.
Will and Jacob require the original warranty card sent together with the watch with each claim.
Our products are made according to the high-quality standards of Will and Jacob. Nonetheless, your watch or jewelry piece is covered by our limited warranty against any defects in manufacturing; this includes the watch movement, indexes, dial, and hands.
The warranty for Will and Jacob pieces is valid for a period of twelve months (12) from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge.
Other parts that are not listed above are not covered by this warranty. If the product is returned during the warranty period, Will and Jacob will repair or replace any defective watch or watch-part, at no additional expense, within a reasonable time, after the product is returned. However, the customer may be subject to the costs of shipping the product.
Will and Jacob does not honor any warranty claims that are not accompanied by the original warranty card and if the serial code has not been registered via our activation page
If you experience any damage to your watch or jewelry piece that is covered by our warranty, you can contact our customer service team by submitting a request via our contact us page to receive further help. To ease and expedite the process, please include the following info when contacting us.
• Order number and serial code as per the warranty card (If your watch is a gift you will need to contact the person who purchased it for you to receive the proof of purchase)
• Pictures of the watch and the damage
• Receipt (If your watch was purchased from an authorized reseller who you are unable to contact directly)
Your current address info:
• First and Last name
• Street address
• Postal code
• City, State
• Country
• Telephone number
