FAQs - Take a look at our Frequently Asked Questions - GONZA & BJÖRCK – GONZA & BJÖRCK

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FREQUENTLY ASKED QUESTIONS


1 - PRODUCT INFORMATION

1.1 - How can I adjust the length of a mesh strap?

Step 1: Insert a small screwdriver (or a similar tool) into the slot and lift up the plate clamp.

Step 2: Turn the strap and move the clasp to the desired position.

Step 3: Finally, push the clamp (firmly) back in the first position to fasten it.

1.2 - Can I change the straps of your watches myself?

Yes, and it is very simple! Our straps are equipped with a small pin on the bottom side with which you can easily detach the strap and attach a new strap. Once the leather strap clicks into the holes, it is fixed to the case. That means you also do not have to worry that the strap will fall off. 

 
In the instruction book which you have received with your watch you will find a step by step guide on how to exchange the straps.

1.3 - Do all watches have interchangeable straps?

Yes, all watches have interchangeable straps.

1.4 - Do your watches contain nickel?

The plating of the watch case is nickel free and in compliance with European regulations.

1.5 - Are the watches waterproof?

Our watches are water resistant (5 ATM). This means that the watch can be used  when raining, washing hands, showering or swimming in shallow water. However, we recommend to avoid water exposure as much as possible. Water exposure might shorten the original look of the watch or its parts over time. For more information regarding water resistance please visit https://www.gonzabjorck.com/pages/our-quality

 

1.6 - How can I set the time on the watch?

Remove the plastic disc and carefully pull out the crown from the case. The crown is now in the right position for adjusting the time. Now, turn the crown to set the right time. Finally, push back the crown to its original position. In the instruction book delivered with your watch, this process is illustrated with pictures.

1.7 - Which sizes are your watches?

Our watches have a diameter of 38 or 40 millimeter. This is a universal size which fits almost everyone. Take a look at our '#gonzabjorck' page where we show photos from our customers to see how well the size fits on most wrists. You can also visit www.gonzabjorck.com/pages/lookbook or www.instagram.com/gonza.bjorck. You can also check our "Watch Size Guide".

1.8 - What materials are the watches made from?

All our watches are made of stainless steel 316L. This is a grade of stainless steel that has extra-low carbon content and is extremely resistant to corrosion such as seawater or acidic liquids and also magnetic resistant. 

The glass of all our watches is made of sapphire crystal. Sapphire rates 9 around the Moh scale, (that’s the measures of relative hardness of materials) and it is just behind diamond which measures 10. Of all of the glass, sapphire crystal is the least prone to shatter or be scratched.

All our leather straps are made of premium quality full grain calf leather.

For more detailed information regarding the materials of our products please visit https://www.gonzabjorck.com/pages/our-quality

1.9 - How long does the battery last?

 The battery lasts for minimum 2 years. After this you can exchange the battery in a watch store.


2 - ORDERS AND DELIVERIES

2.1 - Has my order come through?

If the payment has been subtracted from your account, we have received the order and this will be processed in our warehouse. Your order confirmation will be send to the email address you have filled in when placing your order. If you have not received a confirmation email, then first check if the amount has been taken from your account. If this is not the case, we advise you to try again to place a new order.

Has the money been taken from your account? Sometimes it happens that our emails end up in the spam filter. Check therefore always first if the confirmation email is in your spam inbox. If not, you are of course always welcome to contact us.

2.2 - Can you also deliver to my country?

Yes, definitely. We deliver orders worldwide.

2.3 - What is your delivery time?

We offer free worldwide shipment. Orders placed before 2pm (GMT+1) will be shipped the same day. We use the Swedish courier PostNord Logistics for both international and domestic shipments. See below for the estimated time of delivery:  

 DESTINATION

  EXPRESS PRICE   

  EXPRESS DELIVERY   

 Within Europe  

   Free

  1 - 5 working days  

 Rest of the world

   Free

  4 - 7 working days  

The estimated delivery times are only guidelines. We can only guarantee dispatch time and can not be held responsible for any delay caused by third party delivery partners

2.4 - Must I be home when the package arrives?

No. You do not need to be home when your package arrives. The shipping company will leave you a note in your mailbox in case of absence.

2.5 - How can I change my order?

We aim to send out all orders we receive within one business day. Only if the order has not yet been packed and shipped we can still change the order. Therefore, please contact us as soon as possible.

In case the order has already been shipped, you can change the product by returning it to us. From the moment you receive the product, you have 30 days to return it. To return a product please follow the instructions at https://www.gonzabjorck.com/pages/contact-us under the section "Returns". In order to find out more about our return policy please visit https://www.gonzabjorck.com/pages/terms-of-use.

Be aware that the packaging must be in the same condition when it is returned as when you received it.

2.6 - How can I cancel my order?

If the order has not been shipped yet, we are still able to cancel your order. To do so please contact our customer support as fast as possible either through the contact form at https://www.gonzabjorck.com/pages/contact-us or by sending an email to info@gonzabjorck.com.

In case the order has already been shipped, our standard return procedure applies. Please visit https://www.gonzabjorck.com/pages/terms-of-use in order to find out about how to return an unused product.

2.7 - I have provided a wrong or incomplete address. How can I change this?

We aim to send out all orders we receive within one business day. Only if the order has not yet been packed and shipped are we able to change the information. Therefore, please contact us as soon as possible.

2.8 - Can I order a watch and then pick it up?

 This is unfortunately not possible. We work with an automated warehouse. There is no option of picking up your watch yourself.

 

3 - PAYMENT

3.1 - How can I pay?

Our webshop offers several secure payment options, among which: PayPal, Visa, MasterCard, American Express and more.

3.2 - Is paying through GONZA & BJÖRCK safe?

For GONZA & BJÖRCK, security of order placement is essential. All transactions are carried out through secure payment systems. Private data from the payment is immediately coded (SSL) and transferred to the bank.

3.3 - When will my returned order be refunded?

When we receive the returned order, you will receive an email confirming receipt from our warehouse. At that moment we start the refund procedure. This takes on average seven work days. When possible, we will transfer the money back to the same account which was used for the payment.

 

 4 - CHANGE AND RETURNS

4.1 - I would like to return my product

You can easily return your product to us within 30 days. Please follow the instructions at https://www.gonzabjorck.com/pages/contact-us under "Returns" section. From the moment you receive your product, you have 30 days to return it without any need to explain your reasons for the return. The product and packaging must, however, be returned in the same conditions as you have received it. Be aware that we offer free delivery to our customers, however, the shipping costs for returns are covered by the buyer himself. To find out more about returns please visit https://www.gonzabjorck.com/pages/terms-of-use. 

4.2 - Are there costs linked to returning a product?

Yes, returns are at the cost of the buyer. If you wish to return a product, we advise you to return it in the same box you have received it in. We advise you to choose an insured shipping method which includes a Track & Trace. In the unlikely event that your package gets lost by the shipping provider of your choice, you are then always able to prove that the product was returned.

4.3 - Have you already received my returned product?

Once we have received and processed your return, you will receive an email from our warehouse confirming the receipt. This may take up to seven days from the day you have sent the package.

4.4 - How can I change a product?

You can easily return or change your products within 30 days. Please follow the instructions at https://www.gonzabjorck.com/pages/contact-us under "Returns" section.

From the moment you receive your product, you have 30 days to return or change it without any need to explain your reasons for the return. The product and packaging must, however, be returned in the same conditions as you have received it. Be aware that we offer free delivery to our customers, however, the shipping costs for returns are covered by the buyer himself. To find out more about returns please visit https://www.gonzabjorck.com/pages/terms-of-use. 

4.5 - When will my returned order be refunded?

When we receive the returned order, you will receive an email confirming receipt from our warehouse. At that moment we start the refund procedure. This takes on average seven business days. When possible, we will transfer the money back to the same account which was used for the payment.

4.6 - I have received a damaged or defect watch

We carefully check all watches before they are shipped. In case there is something wrong with your watch in spite of this, please contact us as soon as possible at info@gonzabjorck.com or through the contact form at https://www.gonzabjorck.com/pages/contact-us

Once we have received the return shipment, you will receive an email confirming receipt. We will then as fast as possible send you a new watch. We will also in such case refund you the cost of returning the product as long as you include a copy of the receipt indicating the costs.

 

5 - WARRANTY AND REPAIRS

5.1 - How long is the warranty period of my GONZA & BJÖRCK watch?

We offer a two year warranty from the date of purchase. The warranty covers the most common production- and material defects. The warranty does not apply in the following cases:

  • The product has been damaged due to carelessness or improper use (such as dropping or scratching) by the buyer.
  • Damages caused by repairs or adjustments carried out by a third party without prior consent from GONZA&BJÖRCK.
  • The rupture or damages caused by water or fire (contact with water should be avoided).
  • External changes caused by normal use of the product, such as coloring of the leather straps, scratches on case or glass of the watch, loss  of color of metal parts, etc.
  • Replacement of battery, also not if the battery needs replacement during the warranty period.

In most cases, defects to the movement, case or glass are covered by the warranty. If in doubt, we advise you to consult your local watch maker or jeweler to inspect the watch and ask for advice whether the damage would be covered by the warranty.

If you believe the damage or defect is covered by the warranty, please send an email to our customer support at info@gonzabjorck.com with a description and photos of the problem or fill in the contact form at https://www.gonzabjorck.com/pages/contact-us. If the problem is covered by the warranty, customer support will send you a warranty return form which you can fill in together with instructions on how and where to return the watch.

As soon as we receive the watch, it will be carefully inspected by our specialized team and they will keep you informed per email to let you know whether or not the defect or damage is covered by the warranty. If so, the defect part will be either repaired or replaced and the return costs will be refunded to you.

5.2 - I have a problem with the watch. How do I know if the warranty applies?

In most cases, defects to the movement, case or glass are covered by the warranty. If in doubt, we advise you to consult your local watch maker or jeweler to inspect the watch and ask for advise whether the damage would be covered by the warranty. The warranty does not apply in the following cases:

  • The product has been damaged due to carelessness or improper use (such as dropping or scratching) by the buyer.
  • Damages caused by repairs or adjustments carried out by a third party without prior consent from GONZA&BJÖRCK.
  • The rupture or damages caused by water or fire (contact with water should be avoided).
  • External changes caused by normal use of the product, such as coloring of the leather straps, scratches on case or glass of the watch, loss of color of metal parts, etc.
  • Replacement of battery, also not if the battery needs replacement during the warranty period.

5.3 - How can I claim the warranty?

If you believe the damage or defect is covered by the warranty, please send an email to our customer support at info@gonzabjorck.com with a description and photos of the problem. If the problem is covered by the warranty, customer support will send you a warranty return form which you can fill in together with instructions on how and where to return the watch.

As soon as we receive the watch, it will be carefully inspected by our specialized team and they will keep you informed per email to let you know whether or not the defect or damage is covered by the warranty. If so, the defect part will be either repaired or replaced and the return costs will be refunded to you.

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