Refund policy

 

I take great pride in the craftsmanship and quality of my handmade leather watch straps. Each strap is custom made to order, and for this reason all sales are final.

Returns, or exchanges are only accepted in the event that an item is:

  • materially defective or a mistake in material 

  • Due to the handmade and custom nature of our products, custom and made-to-order straps are generally non-refundable once production has begun.

    If an issue arises with a custom order, resolutions may include adjustment, alteration, store credit, partial refund, or another mutually agreed solution at our discretion depending on the circumstances of the order.

    To avoid misunderstandings, customers are responsible for carefully reviewing and confirming all final specifications before production begins.

If you believe your strap meets the above criteria, you must contact me at
douglas@jonesintokyo.com within 7 days of receiving your order EU customers have 14 days.

Claims made after this period will not be accepted.

What Is Not Considered a Defect

The following do not qualify as faults and are not eligible for return, refund, or exchange:

  • Natural variations in leather grain, texture, colour, or finish

  • Minor measurement tolerances inherent to hand cutting (±2–3 mm)

  • Subjective expectations (e.g. the colour, shade, or feel is not as expected)

  • Normal ageing, wear, or patina of leather

  • Damage caused by water, moisture, misuse, or general wear

  • Items that have been worn, marked, damaged, or altered

Cancellations

As each strap is custom made to order, orders cannot be cancelled once production has begun.

Before production there is a 10% charge  

Approved Returns (If Applicable)

If a return is authorised:

  • The strap must be unused, unworn, and in original condition

  • All original packaging must be included

  • Return shipping costs are the responsibility of the buyer

  • Returned items will be inspected before any resolution is provided

  • For EU customers that do not have any customisations on their strap have a 14 day right of withdrawal

If a claim is approved, a repair or replacement will be offered at my discretion.
Refunds will only be issued where a replacement is not possible.

Please allow up to 14  days after inspection for any approved resolution to be processed.

Final Sale

All straps are final sale.
By placing an order, the buyer confirms they have read, understood, and agreed to this policy.

Shipping & Customs (Important)

Refunds will not be issued for parcels that are refused, unclaimed, delayed, returned, or not delivered due to unpaid customs duties, import taxes, VAT, handling fees, or failure to respond to courier or customs requests.

Buyers are responsible for all customs duties and import charges.

Please refer to our Shipping Policy for full details.