Question 1

How do I place an order?

Accepted Answer

Add the piece to your bag and check out in three steps: who you are, where it goes, and how you pay. You do not need to sign in — an email address and a phone number are enough for us to confirm the order and reach you on delivery day.

Question 2

Can I change or cancel an order after placing it?

Accepted Answer

Yes, while it still reads Received and has not been sealed for dispatch. Message the concierge with your order number and we will amend or cancel it. Once a piece has shipped it follows the returns route instead.

Question 3

Where do I find my order number?

Accepted Answer

On the confirmation screen the moment the order is placed, and again in the confirmation email. It looks like JB-XXXXXX. Quote it in every message to us, and use it as the reference on your bank transfer.

Question 4

How long does delivery take?

Accepted Answer

Lagos: 1–2 working days. All other states: 2–4. Every parcel is insured and signed for.

Question 5

Is delivery free?

Accepted Answer

Delivery is charged at what it costs us to move the piece safely. Lagos is priced per area and every other state per route, so the exact figure appears at checkout as soon as you give the address — there is no flat fee to guess at.

Question 6

How does my piece travel?

Accepted Answer

Inside Lagos, by our own dispatch rider. To every other state, by air freight to the nearest hub and then by hand to your address. Either way the parcel is insured for its full value and released only against a signature.

Question 7

You have no rate for my town yet.

Accepted Answer

Order anyway. Checkout will tell you the delivery fee is quoted after you order; we confirm it with the courier and email it to you before anything leaves the building. Nothing is dispatched until you have agreed to that figure.

Question 8

Which payment methods do you accept?

Accepted Answer

Two. A bank transfer to the house account, or payment on delivery. We do not take cards and we do not run a payment gateway, so nothing about your bank details ever passes through this website.

Question 9

What reference do I use for the transfer?

Accepted Answer

Your order number, exactly as it is written. It is what we match the money against; anything else in the reference field slows your order down while we look for it by hand.

Question 10

When is my piece dispatched?

Accepted Answer

On a transfer, once the money is seen against your order number — usually the same working day. On payment on delivery, once we have confirmed the order with you; the courier collects the full amount at the door before the parcel is handed over.

Question 11

What is your return policy?

Accepted Answer

Fourteen days from delivery. Unworn, in its original case, with the certificate and everything else it arrived with. Pieces made, sized or altered to order are final — they were built for one person.

Question 12

How do I start a return?

Accepted Answer

Message the concierge with your order number and what is wrong. We arrange insured collection and confirm the return in writing before anything moves, so a piece is never travelling on a guess.

Question 13

How long does a refund take?

Accepted Answer

Once the piece is back with us and inspected, within five working days — to the account the transfer came from, or for a pay-on-delivery order, to an account in your name.

Question 14

Are your watches authentic?

Accepted Answer

Every watch is verified by serial number and movement inspection before it is listed, and again before it ships.

Question 15

Do you service watches?

Accepted Answer

Yes. Complimentary inspection for life, and a full service at cost with a written estimate first. We do not open a case without telling you what it will cost.

Question 16

Does it come with the box and papers?

Accepted Answer

Whatever a watch ships with is stated on its page — the house case and certificate always, the maker's box and papers where they exist. If something is missing we say so before you buy, not after.

Question 17

What metals do you use?

Accepted Answer

14k and 18k gold, platinum, and rhodium-plated sterling silver. The metal is stated on every piece, and it is what it says it is.

Question 18

Can I resize a ring?

Accepted Answer

Once, free, within the first year, on any band that can be sized. Eternity settings and some tension mounts cannot be resized at all — we will tell you which before you order.

Question 19

How do I know my ring size?

Accepted Answer

Ask the concierge for the printable gauge, or send us the inside diameter of a band you already wear. If it still lands wrong, the first resize is on us.

Question 20

Is moissanite a real gemstone?

Accepted Answer

Yes. Silicon carbide, first found in a meteorite, now lab-created. It is not a diamond imitation; it is its own stone, with more fire.

Question 21

Will it cloud or fade?

Accepted Answer

No. Moissanite is stable, 9.25 on the Mohs scale, and holds its brilliance for life.

Question 22

Why does it cost less than diamond?

Accepted Answer

Because it is grown in weeks rather than mined over a billion years. It is graded on the same colour and clarity scale, it refracts more light, and every moissanite piece here is sold as moissanite — never passed off as something else.

Question 23

What does the warranty cover?

Accepted Answer

Two years on movements, settings and clasps under normal wear. It does not cover loss, or damage from impact, water beyond the stated resistance, or work done by someone else.

Question 24

How do I make a claim?

Accepted Answer

Send photographs to the concierge with your order number. If it is covered, we collect the piece, repair it and return it at no cost to you.

Question 25

Does the warranty survive a resale?

Accepted Answer

It stays with the piece rather than the person for the full two years. The new owner quotes the original order number and we honour it.

Question 26

How should I clean my pieces?

Accepted Answer

Warm water, a drop of mild soap, a soft brush. Dry with the cloth we include. Avoid chlorine and ultrasonic cleaners on set stones.

Question 27

How should I store a watch?

Accepted Answer

In its case, away from magnets and direct sun. Wind automatics weekly if they are not being worn.

Question 28

Can I wear it in water?

Accepted Answer

Read the water resistance on the watch's specification table and treat anything under 100m as splash-proof rather than swim-proof. Take gold and set stones off before the pool or the sea — chlorine and salt dull alloys and loosen settings.