HELP & FAQs

Our range of interchangeable straps are designed specifically to fit ALL of our watches range and can be purchased here on the website. These will be able to replace any strap on any 33mm or 38mm Sophia Jackson watch. We designed all watches to be able to customise with interchangeable straps. Our 16mm straps fit any 33mm Sophia Jackson watch and our 18mm straps fit any 38mm Sophia Jackson watch.

Our Customer Care team are available to help Monday to Friday 9:00am-5:00pm, excluding public holidays (GMT:London) to answer any of your questions. To get in touch complete the form on our Contact Us page or email us at customercare@sophia-jackson.com.

Our Sophia Jackson watches are  certified 5 ATM water-resistant, which means that it is safe from splashes of water and safe from the rain. To prolong your watch’s lifespan, we do recommend removing it before swimming, showering and bathing especially due to the semi precious stones used. It’s is strongly advised to take off your watch before entering a steam room or a sauna.

Once we have received your order we will send a confirmation email to your email address. We advise to keep this email safe incase you want to contact our Customer Care team. Your order confirmation is also the guarantee of proof of purchase for your 2 year warranty.

To ensure secure delivery of your Sophia Jackson order, we ship all our products via a tracked and signed for service. On dispatch, you will receive a shipment email with your tracking details. If you have not received your order yet, we advise you check your tracking documentation given in our shipping email and then Contact Us. Sophia Jackson cannot be responsible for any unanticipated courier delays. 

Our standard payment types available are American Express, Visa, Visa Electron, Mastercard, JCB, Maestro, Paypal, Apple Pay and Google Pay

Unfortunately cancellation of orders is not possible. The customer is required to receive the order, on receipt you can always follow our Returns Procedure 

Unfortunately not, it is the customer's responsibility to follow their local tax regulations including import duty and VAT. 

Please see our detailed Delivery page to answer any enquiries.

Yes all of our orders are shipped with full tracking to ensure safest delivery of your item. You will receive a dispatch email with your tracking details.

If you are not completely satisfied with your purchase when it arrives, please keep all packaging and contact us immediately on customercare@sophia-jackson.com or via our Contact Us. We are happy to receive returns up to 30 days from date of purchase.

We will refund any item returned in its original saleable condition (must be unworn and watch not started), it must be in its original packaging (must be with original tags and original security seals in place) with a proof of purchase within 30 days of purchase via sales invoice. The refund will be issued via original method of payment to the value of the item as paid on the order confirmation. Unfortunately, we are unable to accept any returns for product purchased from a third party. 

Unfortunately are unable to refund your original shipping costs. 

If the item has been worn or any protective packaging removed then your return will not be accepted.

Should you wish you return your order please contact us at customercare@sophia-jackson.com for our instructions how to return.

Please allow 3-4 working days of your return being received by our fulfilment, you will receive a confirmation email with details of the item you have returned and confirmation of the amount which will be refunded to your original payment method.

Contact Us immediately in the rare event of any faulty purchase which we will resolve. Faulty items are classified as faulty if received damaged on delivery or if a manufacturing fault occurs within six (6) months of purchase date with valid proof of purchase. Any items that are damaged as a result of wear and tear is not classed as a manufacturing fault.

Every Sophia Jackson watch we sell comes with a two-year warranty for your peace of mind. This covers the movement of the watch if it proves to be defective. For our complete warranty protection information including instructions and full warranty information please click here