Frequently Asked Questions

Why should I purchase from an authorized retailer?

Why should I purchase from an authorized retailer?
At JOVIAL watch, we want to ensure that your experience with our products is outstanding, before, during and after your purchase. We work exclusively with a very elect group of partners around the world who have earned the privilege of being an authorized JOVIAL watch retailer.
Whether you purchase from a retail store or online, we want you to have an experience that leaves you completely satisfied. Our retail partners have proven to us that they are committed to delivering a consistently excellent level of service.
Why buy from an authorized retailer?
The only way to ensure you are buying an authentic JOVIAL watch is to purchase it through an authorized retailer or at www.jovialwatch.com.
When you purchase a watch from an authorized JOVIAL watch retailer, you can be assured that:

  •  You are buying an authentic JOVIAL watch timepiece
  • • Your watch will be covered by JOVIAL watch’s international warranty
  • • Any service or repair will be conducted by experienced personnel
  • • You will experience the highest level of customer service

If purchasing from an unauthorized dealer, there is a risk of receiving a timepiece that is counterfeit, used or defective. JOVIAL watch does not honor any warranty claims that are not accompanied by the original documentation from an authorized retailer

Orders

How do I place an order?
To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the order. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your order.

 

How do I change or cancel my order?
Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped. You can either chat with us, or contact us by phone.

Why can’t I see my order on my account?
You need to be logged in when placing the order for the purchase to be seen on your account. You will receive all necessary order information by email even though you were not logged when placing the order.


Was my order successful?
If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation is sent to the e-mail address that you provided when placing your order.

Payment information

Which payment methods can I choose?
You can choose to pay with credit or debit cards, PayPal or Cash on delivery for UAE customers only. Payments made with credit or debit cards are made through the payment system Payfort. JOVIAL watch does not directly handle any credit card numbers.

Do I have to pay VAT?
For now you don’t need to pay value added tax because we are offering online shopping for UAE customers only.

Why did my order/payment fail?
If you are not able to pay with your debit or credit card, it is usually because your card is issued in another country than the one you are ordering from. Our payment system Payfort automatically blocks these transactions for security reasons to minimize online fraud. If you are not able to pay with your card, we recommend you to try another payment method, as for example Paypal or Cash on delivery.

Shipment

From where is my order shipped?
Orders to UAE major cities Dubai, Abu Dhabi Sharjah Ajman Rak 1-2 business days.
All order are shipped from UAE.

Is it possible to track my order?
You will receive a tracking number when your order has been dispatched from our warehouse.
If your order has not arrived within the stated delivery time, please contact our customer service .

JOVIAL will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE. 

Refund and Return Policy

Refunds will be done only through the Original Mode of Payment.

Have you received my return?
You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. If you haven’t received an email within two weeks from the date that you returned your package, please contact our customer service with your order and tracking number.

Returns instructions
As a customer, you have the right to return and receive a full refund of any purchased products within 14 days of receiving your order. Please note that the watch must be in the exact new condition as when receiving the watch.

Standard Refund policy is 14 working days only.

Pack the watch the same way it was delivered. Do not bend leather bands around the cushion of the gift box!

All returns should be sent back to the warehouse it was sent from. For instructions on how to proceed please contact our customer service.

Warranty & Repair

Visit a local watchmaker for warranty issues
Our recommendation is that you visit a local proper watchmaker and let them look at the damage. If they feel this is a warranty matter contact us for more information on how to proceed.
If you like you could use the to find a retailer of JOVIAL Watch near you.


What is a warranty issue and what is not?
Our warranty term is one year from the date of purchase. Our warranty covers manufacturing defects on the watch itself (movement, case, crystal).
Other parts than the above are not covered by this warranty. To have replacement covered under this warranty performed, use our contact form on the page and choose “Warranty and Repair” in the subject line. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand.
Note that repair/replacements will be charged in the following cases, even during the warranty term.

  •  – Failure or damage caused by improper use or carelessness (knocks, dents, crushing, broken crystal, etc.)
  • – Failure or damage caused by unjustifiable repair or modification
  • – Failure or damage caused by fire or water, or a natural disaster such as an earthquake
  • – Esthetical changes that occur during normal wear and tear and aging (minor scratches, etc.; on the case and/or crystal, alteration of the color on the watchband and peeling of the plating)
  • – In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten
  • – If the warranty is not submitted along with the watch
  • – The case, dial, hands, crystal, watchband or other parts therefor may be replaced with substitutes if the originals are not available.

If purchasing from an unauthorized dealer, , there is a risk of receiving a timepiece that is counterfeit, used or defective. JOVIAL watch does not honor any warranty claims that are not accompanied by the original documentation from an authorized retailer.

Product information

What is the watch made of?

The silver watch is made of stainless steel of the quality 316L.

The rose gold watch has a stainless steel core (316L) and two platings on top of this. The base coating is 0.8 Micron TiCN (a yellow colored base metal) and the top coating is made of 0.1 Micron rose gold (made of 85% 23 carat gold and 15% copper to create the rose color). The plating is fixed using an evacuated chamber and there are no liquids involved.

Glass – The glass of the watch is made of hardened mineral glass. It is resistant against normal wear and tear but should be used with care.

Battery – The expected life length of the battery is 2 to 4 years depending on outer conditions such as heat/cold. The battery is a silver oxide cell battery (standard button cell).

Leather wristband – The leather wristbands are made of Genuine Leather

What is the length of battery life?
The expected life length of the battery is 2 to 4 years depending on external conditions such as temperature and humidity. The battery is a silver oxide cell battery (standard button cell).