F.A.Q.s

Shopping Information

How do I shop at JON online?

There are several ways to browse the JON website. You can explore the homepage features or visit the navigation bar found at the top of every page. Simply roll your cursor over the relevant section to open a drop-down menu, and then click on the links to visit categories, such as services or accessories. Within each category, you may find subcategories to refine your search and help you find exactly what you’re looking for. If you’re looking for a specific item, the search box located on the upper right hand corner of each page is excellent.

To select an item click on “ADD TO BASKET”. Once you’re ready to complete your purchase, visit your shopping bag at the top right-hand corner of our screen and click on “CHECKOUT” to enable the checkout process.

If you have any further questions, please contact us by email at [email protected]

What Shipping Methods Are Available?

We offer complimentary collection and return using Royal Mail Special Delivery.

We can offer UPS courier collection and return if this suits you better. This will be chargeable based on your location and the value of your watch.

How Long Will It Take To Get My Royal Mail Post Pack?

Once we receive your order we will dispatch our Royal Mail Special Delivery post pack within 3 business days. You can then take it to your local Post Office for easy delivery straight to us on our account. When using our Royal Mail Special Delivery pre-paid pack the package will be insured up to £20,000 over and above the £2,500 cover from the Royal Mail.

Do You Ship Internationally?

Depending upon location, yes.

All export/import charges will be at the express liability of the client, and postage will be calculated separately based on your location and the value of your watch.

Payment Information

What Payment Methods Are Accepted?

JON accepts the following forms of payment for online purchases:

(1) Visa

(2) Mastercard

(3) American Express

(4) PayPal

Please note that your billing address, phone number, and email must match the information on your credit card statement.

Is a signature required upon delivery of my order?

All JON purchases are delivered by Royal Mail Special Delivery. For security reasons, we require an adult signature upon delivery. If you are unavailable to sign for your package it may be temporarily held at a Royal Mail sorting facility near you. If you are still unavailable to sign for your package, the package will be returned to sender. Please note that JON cannot be held responsible for any unanticipated delays.

Orders and Returns

How do I place an Order?

You can purchase a product or service direct to start the process, also as part of your watch health check and repair course report you will be provided options which you can purchase. All purchases are made through the website, hassle-free and for your peace-of-mind. No watch service or maintenance work will be started until full payment has been made through the website.

Do I need an account to place an order?

Yes.

But it’s very straightforward and part of our commitment to you of our efficiency and accountability. We aim to make it hassle-free and you have the right-to cancel at any time before the order is placed.

Who should I to contact if I have any queries?

All of our employees are accountable with our can-do spirit and proactive approach to owner-centred luxury watch repairs. You can call, email, or visit us direct with any questions you have and we will endeavour to answer to the best of our ability.

How safe is it to send my watch?

Very.

Every day we use a specialist service of the Royal Mail, who specialise in delivering items on time and secure. It is tracked from the second it leaves your possession, direct to our workshop. While we know watches are often priceless, we provide complimentary cover up to £20,000 and can quote for higher amounts if required.

What happens if I don’t want to go ahead with the quotation?

You know what’s best for you.

There is a small Watchmakers Diagnostic Fee of £39.99 for modern watches and £74.99 for vintage watches (over 20 years old) to pay for our expert review. You now know what’s going on inside your watch.

How Can I Cancel Or Change My Order?

As repair items and personalised items are considered final sale, once we have provided you with a repair diagnostic and you have accepted and purchased the repair course items and/or services offered, your order cannot be cancelled, changed or refunded.

Orders for non-repair items immediately available cannot be cancelled or modified once they have been successfully submitted. We advise you to follow the return instructions. Please allow 7 to 10 business days for your refund to be processed once it arrives back to our workshop.

How Do I Track My Order?

Our Repair Tracker will allow you to access your watch repair at any time and see exactly where it is and what is happening to it. At any time you can ask a question, or download a picture or video through the tracker, it’s a great way to keep you at the heart of your watch repair.

How Can I Return a Product?

Your watch repair is covered by our repairs warranty, specific to your watch and work conducted. Accessories and other items are covered by a 30-day return guarantee, as long as they remain un-used and in the original packaging, etc. If you need to return anything to us just contact us and were appropriate we will facilitate.

Does my watch repair come with a guarantee?

Most definitely – we insist!

The majority of our work is guaranteed up to 24 months, depending on the work completed and parts replaced.

For select Rolex services we provide an AMAZING 4 years warranty – the first and only independent service centre to offer this.

How long do repairs take?

We pride ourselves on our results and can-do spirit.

Usually you can expect to have your watch returned to you within 3–4 weeks from point of proceed and service product purchase. Throughout this time you will receive regular text message and email updates, all the way until your watch is back on your wrist.