Refund policy

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.

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

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.