CUSTOMER CARE

 

QUESTIONS OR REMARKS?

DON'T HESITATE TO CONTACT US 24/7!

 

REFUND POLICY

WHAT IF MY ORDER IS NOT WHAT I EXPECTED ?

We work very hard to offer you the highest quality products that we hope everyone will enjoy. We sincerely hope that this situation won’t happen but there might be a chance that you are not satisfied after all. If you bought your watch from our official online store, available at www.julesfils.com, this is how we can help you:

 

Return and refund

 

We provide you a full refund of the product value. You can only return an unused item in its original package and casing within 7 days after acceptance from our delivery service or acceptance at our collection point.

 

If you choose a full refund, you are obliged to contact us by sending an email to support@julesfils.com within 48h after acceptance of your purchase. To avoid any discussion, we kindly ask to add a scan/photo of your receipt note given by our delivery service or received at our collection point. When sending the email, we ask you to clearly specify why you want to return the product, mention your order number and if possible, add a mobile number to contact you when things are not clear. You can write your email in English / Dutch / German or French.

 

Jules & Fils will not refund or exchange any returned item with obvious signs of use or with any of the original tags removed. (Plastic protection on the glass and the back of the watch / obvious signs of use on the straps such as cracks in the leather, scratches on the watch, etc).

 

Your refund will be done the same day on which we received the product you want to return. Costs that arised by returning the product will be on your account. 

 

Exchange service

 

If you are not fully satisfied by your purchase, we can offer you our exchange service:

 

The value of the exchange product can never exceed the value of the originally purchased product. If so, the difference has to be paid before we send you the exchange product. You can do this by transferring the difference to our account (BE43 7360 1878 2601, KBC Belgium). Once we received the difference and the original product, we will send you the exchange product. 

 

If you want to exchange your purchase for a less expensive product, we will refund the difference the day we send you the exchange product. Shipping and admin costs occurred by returning the purchase will always be on your behalf and/or will be subtracted from the refund. You can only use the exchange service once.

 

We will not ship the replacing product before we received the original purchased product.

 

If you prefer to exchange your product, you are obliged to contact us by sending an email to info@julesfils.com within 48h after acceptance of your purchase. To avoid any discussion, we kindly ask to add a scan/photo of your receipt note given by our delivery service or received at our collection point. When sending the email, we ask you to specify clearly why you want to return or exchange the product, mention your order number and if possible, add a mobile number to contact you when things are not clear. You can write your email in English / Dutch / German or French. Once we received your email, we will contact you within the 48h hours to organize the refund.

 

You can only return an unused item in its original package and casing within 7 days after acceptance from our delivery service or acceptance at our collection point. Jules & Fils will not refund or replace any returned product with obvious signs of use or with any of the original tags removed. (Plastic protection on the glass and the back of the watch / obvious signs of use on the straps such as cracks in the leather, scratches on the watch, etc.) Your refund will be done the same day we received the product you have returned.

 

Single ordered straps and tools will not be refunded or exchanged.

 

We advise our clients to ship the returning product with a registered consignment and take insurance in case of damage, theft or loss while shipping.

WHAT IF I RECEIVED THE WRONG PRODUCT ?

When you receive a delivery that doesn’t match with your order, we kindly ask you not to hesitate and contact us by sending an email to info@julesfils.com within 48h hours after acceptance from our delivery service or at the collection point.

To avoid any discussion, we ask to add a scan/picture of your receipt note given by our delivery service or received at our collection point. When sending this email, we recommend you to describe clearly what has been delivered and what you have ordered, mention your order number and if possible, add a mobile number to contact you when things are not clear. You can write your email in English / Dutch / German or French. Once we received your email, we will contact within 48h hours to organize the exchange for the correct delivery. Shipment costs will be on our account.

 

You can only return an unused item in its original package and casing within 7 days after acceptance from our delivery service or acceptance at our collection point. Jules & Fils will not refund or exchange any returned item with obvious signs of use or with any of the original tags removed. (Plastic protection on the glass and the back of the watch / obvious signs of use on the straps such as cracks in the leather, scratches on the watch, etc)

 

We will not ship the replacing product before we received the original purchased product.

 

We advise our clients to ship the returning product with a registered consignment and take insurance in case of damage, theft or loss while shipping.

 

FREQUENTLY ASKED QUESTIONS

WHAT IF MY ORDER IS NOT WHAT I EXPECTED ?

Yes you can! When you have opted for offline payment, your order will be shipped once we receive your payment in our account. You can make a transfer directly to our bank account BE43 7360 1878 2601 (KBC Belgium). There are no extra costs involved. When doing this, please don’t forget to include your order number (#10xxx) mentioned in our confirmation mail. If you have not received our confirmation mail, please check your spam folder! Please feel free to contact us by email at info@julesfils.com.

We will respond within 24h! 

TO WHICH COUNTRIES DOES JULES & FILS SHIP ?

Jules & Fils only ships its products to the Benelux, France and Germany.

WHAT ABOUT WATER RESISTANCE ?

The watch

 

In the course of time and due to ware and tear, the water resistance of the watch may become reduced. 

 

Crown: always make sure that the crown is pushed fully into the case. After changing the date or the hour, put enough pressure on the crown to bring it back in position. Besides the fact that this will prevent water entering the watch, it will also reduce the amount of dust that can enter. Never pull out the crown when the watch is submerged in any liquid!

 

Exposure to salt water: salt is an aggressive substance and can harm your watch. The watches are made of full stainless steel but even then, we recommend cleaning the watch with fresh water and drying it with a soft dry cloth after contact with salt waters.

 

 

 

 

 

 

The Strap

 

Our straps are made from genuine leather and are not water resistant. They can stand an accidental splash of water but we do not recommend submerging the strap consequently in any liquid. If this accidently happens, let the strap dry in a normal atmosphere (room temperature). Don't put it on a heater or in the sun. 

HOW DO I SET TIME AND DATE ?

Looking for some extra explanation about setting the time and date on your watch?

You can click the following links: Chronograph 42mm ManualDay-Date 42mm ManualClassic 40mm Manual.

HOW WILL MY ORDER BE DELIVERED ?

Every order will be processed and shipped within 48h after receipt of the payment. The order will be send with a registered and ensured consignment. When your delivery address is in Belgium, your package will be send with ‘Bpost’.

The delivery service will leave a note with the details where you can collect your order when you are not home. 

WHAT IF A PRODUCT IS OUT OF STOCK ?

When one of our products is out of stock, don't hesitate to contact us about its availability by sending an email to info@julesfils.com. 

DISCLAIMER

 

WARRANTY AND DAMAGED DELIVERY

Your new Jules & Fils timepiece has been carefully inspected before packing and is covered by a two year guarantee, beginning on the date of purchase, against manufacturing and mechanical defects. 

The warranty excludes straps, batteries, glass, accidental damage or wear and tear. 

When you notice any damage at delivery, you are obliged to contact us by sending an email to info@julesfils.com within 48h after noticing the defect. To avoid any discussion, we kindly ask to add a scan/photo of your receipt note given by our delivery service or received at our collection point. When sending the email, we ask you to specify clearly the damage, mention your order number and if possible, add a mobile number to contact you when things are not clear.

 

Once we received your email, we will contact within 48h hours to organize the exchange for the correct delivery. You can only return an unused item in its original package and casing within 7 days after acceptance from our delivery service or acceptance at our collection point. Jules & Fils will not refund or exchange any returned item with obvious signs of use or with any of the original tags removed. (Plastic protection on the glass and the back of the watch / obvious signs of use on the straps such as cracks in the leather, scratches on the watch, etc)

PRIVACY POLICY

All details entrusted to Jules & Fils VOF are only used to ensure that the company continues to uphold personalized service to make your shopping experience the most convenient possible.

Once you have made your purchase, we share your emailadress to our delivery partner Bpost. This makes it possible to keep you informed about the status of your package. Bpost is a trustfull partner which keeps your data safe and secured. If you do not want to enjoy this extra service, please lut us know so we can do the neceassary.

 

Jules & Fils may use cookies in order to tailor its products and services to customer wishes. Cookies are very short text blocks that are transferred from the Online Shop to your computer. This enables the online store to recognize your browser and to offer you more personalized service. Cookies can be deactivated at any time in your browser without negatively influencing your purchasing options in the Online Shop.

 

Jules & Fils will not rent or sell your name or personal information without your permission. This information is completely anonymous. We use this information to improve the user-friendliness and functionality of our site.

 

Jules & Fils reserves te right to update this privacy policy at anytime.

 

COMPANY DETAILS

JULES & FILS VOF

FRANKRIJKLEI 86A BUS 3
2000 ANTWERPEN
BELGIUM

BE 0635.764.526

IBAN - BIC

BE43 7360 1878 2601 - KREDBEBB