Shipping

We ship within the EU and shipping is free on all orders. 
Orders are delivered within 3 to 5 business days. 

If you have any questions about your order, you are always welcome to contact us.

Returns

We want you to be happy with your Jacob Jensen watch. If it's not quite right, you can return it within 14 days of receiving your order. 

How it works

You have 14 days from the date you receive your watch to request a return. 

The watch must be unworn, undamaged, and in its original packaging, with all tags, box, and accessories included.

How to return your watch

1. Open the return portal. Use the direct link in the shipping confirmation email you received when your order was dispatched.
   Can't find the email? You can also log in to the return portal here using your email address. We'll send you a verification code by email.
2. Request your return. Click "Return items", select the watch you wish to return, fill in the requested details, and submit your return request.
3. Wait for approval. We'll review your request and send you a confirmation email once your return is approved.
4. Pack and ship the watch. Pack the watch carefully in its original packaging, including all accessories and documentation, and send it to: 
   
   Filius Zeitdesign GmbH & Co. KG
   Kuckucksweg 55, 33607 Bielefeld
   Germany
   
   Please use a shipping service with tracking, and keep your receipt and tracking number until your refund is complete. We recommend insuring the parcel, as the watch remains your responsibility until it reaches us.
5. Receive your refund. Once we've received and inspected the watch, we'll issue your refund to your original payment method. Refunds are typically processed within 10 business days of us receiving the return.

What's not covered

• Watches that show signs of wear, damage, or use.
• Watches missing the original box, papers, or accessories.
• Custom or personalized items, unless faulty.

Faulty or damaged items
If your watch arrives damaged or faulty, please contact us right away at returns@jacobjensen.com. We'll arrange a free return and send you a replacement or a full refund, your choice.

Questions?
We're happy to help. Reach out to us at returns@jacobjensen.com, and we'll sort it out together.

Refunds are usually processed within 10 business days of us receiving the returned item.

Two-Year Limited Warranty
Your Jacob Jensen watch is covered by a limited warranty against defects in materials and workmanship for a period of two (2) years from the original date of purchase.

This warranty applies only to watches purchased from an authorised Jacob Jensen retailer and becomes valid when the accompanying warranty card has been dated and fully and correctly completed by the authorised retailer. Please retain the warranty card and original proof of purchase, as both may be required when making a warranty claim.

What the warranty covers
During the warranty period, any component found to have a manufacturing or material defect will, at our discretion, be repaired or replaced free of charge.

If the watch cannot be repaired, it may be replaced with the same model or, if that model is no longer available, with a model of comparable value and specification. Any repaired or replaced watch or component remains covered for the remainder of the original warranty period.

How to make a warranty claim
If your watch requires attention during the warranty period, please contact the authorised retailer from which it was purchased.

The watch must be presented together with:

• The original warranty card, dated and fully and correctly completed by the authorised retailer
• The original proof of purchase
• A description of the defect or problem

The watch may need to be inspected before warranty coverage can be confirmed.

What the warranty does not cover
This warranty does not cover:

• Normal wear, ageing or cosmetic deterioration, including scratches, dents, worn plating, discolouration or changes to surface finishes
• Normal wear or deterioration of leather, textile, polymer or other non-metallic straps
• Damage to the crystal, case, crown, bracelet, buckle or strap resulting from accident, impact, improper use, negligence or lack of care
• Damage caused by failure to follow the operating, care or water-resistance instructions supplied with the watch
• Water damage resulting from use beyond the stated water-resistance rating, from operating the crown while the watch is wet or submerged, or from a crown that has not been fully pushed in
• Damage caused by extreme temperatures, strong magnetic fields, chemicals, solvents, corrosion, fire, flood or other external events
• Damage resulting from unauthorised repair, servicing, adjustment, alteration or opening of the watch
• Routine maintenance, cleaning, regulation, strap replacement or bracelet adjustment
• Loss or theft of the watch
• A watch whose serial number, identifying marks or warranty documentation has been removed, altered, falsified or made illegible

Slight variations in the timekeeping of a mechanical watch are normal and do not in themselves constitute a manufacturing defect, provided the watch is operating within the applicable technical tolerances.

Important
This limited warranty is provided in addition to, and does not replace, restrict or exclude, any mandatory rights or remedies available to you under applicable consumer law. Where local law provides greater protection, those legal rights remain unaffected.

To the extent permitted by applicable law, this warranty is limited to the repair or replacement described above and does not cover indirect or consequential loss arising from the use of, or inability to use, the watch.

Do you ship to my country?
We ship to all countries in the EU between 3-5 business days.

How long will my order take to ship and what is the cost?
We offer free EU shipping with deliveries within 3-5 business days.

Can I make changes to my order?
Need to update your order? Just reach out to us at info@jacobjensen.com within 24 hours of your purchase, and we'll be happy to help. After that window, we're unable to make changes. 

What is your return policy?
We want you to be happy with your Jacob Jensen watch. If it's not quite right, you can return it within 14 days of receiving your order. Read more on our returns page.

Do you offer warranty on your products?
Your Jacob Jensen watch is covered by a limited warranty against defects in materials and workmanship for a period of two (2) years from the original date of purchase.

This warranty applies only to watches purchased from an authorised Jacob Jensen retailer and becomes valid when the accompanying warranty card has been dated and fully and correctly completed by the authorised retailer. Please retain the warranty card and original proof of purchase, as both may be required when making a warranty claim. 

You can read more about warranty terms here.

What payment methods do you accept?
We accept Apple Pay, Google Pay, Klarna, Maestro, Mastercard, Visa, Bancontact.

Alarm Clock

Does the Alarm Clock light up at night?
No. The display remains dark until you press the side button to illuminate it, which saves battery life.

Can I switch between 12-hour and 24-hour format?
Yes. Switching to Daylight Saving Mode (DST) will set your Alarm Clock to 24-hour format.

Can it be mounted on the wall?
Yes, it comes with a table stand and a wall bracket.

I have an issue with my Alarm Clock, who should I contact?
These are managed by F&H Group who handles service on all products from the Living category. Contact them at info@fh-group.com.

Where can I find the User Manual for the Alarm Clock?
You can download all user manuals for our active products here.

Discontinued designs

I have a Jacob Jensen product that is no longer available. Can I still get spare parts or service?
Unfortunately, spare parts are not available for discontinued products. Jacob Jensen designs the products, but production and service are handled by external partners. Once production ends, replacement parts are no longer manufactured.

My Jacob Jensen product no longer works – can it be repaired?
For most discontinued products, repairs are no longer possible through our partners. However, you are welcome to contact a local technician or repair specialist to see if they can assist you.If your discontinued product is a Timer or Wall Clock, you can contact our watch partner Weisz Group for assistance at international@weiszgroup.com

Can I still buy discontinued Jacob Jensen products anywhere?
Some discontinued products may occasionally be available through third-party retailers or online marketplaces, but these are no longer part of our active collection and not supported by Jacob Jensen.