To learn more about why the name of this shop has changed, visit our page: Where is Jack?

If you did not receive an order confirmation by email, this could be due to the following reasons:

• You may have entered your email address incorrectly.
• Please check your spam folder. It could be that the order confirmation ended up there.
• The ordering process was not completed correctly.

If you have not received a confirmation within 60 minutes after placing your order, please contact us here and write "Order Confirmation" in the subject line so that we can assist you as quickly as possible.

Unfortunately, it is not possible to subsequently change the products in your order.

We will process and ship your order as quickly as possible. We can therefore guarantee fast delivery times, but cannot make any subsequent changes.

Possibly. As long as we have not yet packed your order, we can still change your delivery address.

Please contact us here with the subject "Address Change." Please provide us with your order number and your new address. We will then check the status of your order and, if possible, update the address.

Unfortunately, after your order has left our warehouse, we can no longer change your delivery and billing address.

As long as your order has not yet been processed by us, we can still cancel your order. Please contact us here with the subject "Cancellation of my order". Please make sure to include your order number.

We will check the status of your order, cancel it for you if possible and refund you the purchase amount.

If your order has already been processed and shipped by us, you can of course exercise your right of withdrawal upon receipt.

You will normally receive your order within 1 to 3 working days.

Please understand that in times of high order and delivery volumes, there may be delays with both our logistics and shipping service providers.

"If the shipping status of your order has not changed after 10 days, please feel free to contact us here. We can then initiate further steps."

You can enter your discount code at checkout. The discount will be deducted directly from the total amount.

Please understand that our discount codes cannot be combined with other discount campaigns.

Discount codes can no longer be taken into account after the ordering process has been completed.

You can enter your gift card at checkout. Check the “Redeem Gift Card” box and enter your code. Your credit will be deducted directly from the total amount.

Gift cards can no longer be considered after the ordering process has been completed.

You can buy coupons & gift cards online here. The following delivery methods are available to you:

• By post: We will send you your voucher by post in one of our beautiful cards with a dried wildflower bouquet.
• By email: If things have to happen quickly, you can order the voucher digitally and we will send it by email on the desired date.

You can find information about the payment methods we offer here.

As soon as your return has arrived and the goods have been checked for function and new value, we will refund you the amount.

Depending on the payment method, the credit will be credited to your bank account, via PayPal or to your credit card. Refunds are usually made within 14 days of receipt of the return.

"Your privacy is very important to us. All your personal data and information will be transmitted to us in encrypted form. Read our detailed privacy policy here."

You can revoke your purchase within the agreed period without giving any reasons. Read our detailed cancellation policy here.

You can find information about our shipping costs here.

Standard shipping in Germany

You will normally receive your order within 1 to 3 working days. Please understand that in times of high order and delivery volumes, there may be delays with both our logistics and shipping service providers.

"If the shipping status of your order has not changed after 10 days, please feel free to contact us here. We can then initiate further steps."

International shipments

Your package will be sent with DHL. You can choose between DHL Standard and DHL Express shipping options. The delivery time for DHL Standard is approx. 3-7 days and for DHL Express approx. 2-5 days.

Please note that deliveries outside the EU (e.g. Switzerland, Great Britain, etc.) may incur additional costs (customs and VAT).

If you have ordered several items with different delivery times, we will send your goods in one shipment, unless we have made different agreements with you. In this case, the delivery time of your order is determined by the item with the longest delivery time.

After the goods have been dispatched, you will automatically receive a tracking number by email.

If you haven't received an email, it could be due to the following reasons:

• You may have entered your email address incorrectly.
• Our shipping confirmation ended up in your spam folder.
• Your shipping address was incomplete and we therefore could not send your package yet.

Contact us at info@timber-john.com or via the contact form.

Yes. You can have your package delivered to a DHL Packstation. Please enter “Packstation” and the number of the Packstation in the address line and enter your personal postal number in the “Additional address” line.

Please note that for deliveries outside the EU, VAT and customs fees may apply and you may therefore incur additional costs.

We do not charge German VAT for shipments to Switzerland. However, the transport company charges Swiss VAT and customs clearance fees. We have no influence on that. The amount of customs costs and Swiss VAT depends on the amount of your order. Please understand that we do not cover these costs.

Many customers who live close to the border avoid these fees by using a German delivery address.

If your package did not arrive in perfect condition, please take a photo of the damage directly!

Subsequently, you have the opportunity to file a damage report with DHL. Please fill out the damage report document from DHL here.

Please hand the shipment along with the damage report to a post office so that your goods can be inspected.

If DHL cannot help you, please send us the photos info@timber-john.comso that we can discuss how to proceed.

We will work with you to find a satisfactory solution.

"We value data protection. All your personal data and information will be sent to us encrypted. For more details, read our comprehensive privacy policy here."

You can cancel your purchase within the deadline without giving any reasons. For more information, please read our detailed cancellation policy here.

Of course, you can exercise your right of withdrawal within the deadline.

Please make sure that the goods are returned unused and in new condition, otherwise we cannot easily take them back. That means e.g. B. that a watch has not been activated and shows no signs of wear on the bracelet or case. A watch must also not be opened under any circumstances, as this will immediately void the warranty.

Please use our returns portal for your return.

You can find information about the right of withdrawal here.

You can easily register your return through our returns portal. There, you will be guided step by step on how to do it.

Please make sure that the goods are returned unused and in new condition, otherwise we cannot easily take them back. That means e.g. B. that a watch has not been activated and shows no signs of wear on the bracelet or case. A watch must also not be opened under any circumstances, as this will immediately void the warranty.

Yes, if you select the corresponding refund option in the returns portal, you can directly exchange your product.

In the event of an incorrect delivery or a defective item, we will of course send you a return label.

Please contact our team by providing your name and order number at info@timber-john.com or through the contact form. It would be best to send us photos so that we can process your request as quickly as possible.

Please note that we cannot refund the return shipping costs if you pay yourself, so it is important that you contact us in advance

If your product has a defect within the warranty period of 24 months, you can file a complaint:

Report the defective goods to us as a complaint using your order number and the email address you used during the ordering process. If necessary, send us photos so that we can process your request as quickly as possible. Please reach out info@timber-john.com.

Note: If only one part of your watch is defective, please report only the watch case or watch band as we will only repair or replace the defective part.

Please note that we cannot refund the return shipping costs if you pay yourself, so it is important that you contact us in advance.

In the event of a cancellation of the products, the return shipping costs will be borne by the buyer out of consideration for our environment. We would like to raise awareness of delivery routes and thus minimize return routes.

The statutory 24-month warranty applies to all products.

If your product has defects within this time that are due to a manufacturing or material defect, please report a complaint to the following email address: info@timber-john.com.

The warranty does not apply to:

1. Improper handling and accidents (e.g. impact, fall, excessive waterfall, glass scratches)
2. Water damage (Please note that the watches are only "splash-proof")
3. Discoloration or soiling due to the influence of other materials (e.g. soiling of watch straps, etc.)
4. usual signs of wear
5. Technical interventions by the buyer or non-expert third parties

Write us your request via our contact form or an email to info@timber-john.com.

Important: In order to be able to process your case more quickly, please provide us with your first and last name, your order or order number and your email address in addition to your request.

Yes, we also offer repairs for you.

WATCHES:

Report your defective watch to us as a repair request with your order number and the email address you used during the ordering process. If possible, include photos so that we can process your request as quickly as possible.

Send your request to info@timber-john.com.

We will then send you a repair form and all important information about our repair service.

WATCH STRAPS:

Unfortunately, we cannot offer a repair service for our watch straps.

However, you can buy all of our watch straps separately in our shop.

PHONE CASES:

Unfortunately, we cannot offer a repair service for our cell phone cases.

You can reorder a new model here .

ACCESSORIES, JEWELRY & CLOTHING:

Unfortunately, we cannot offer a repair service for the accessories, jewelry & clothing categories.

On the page Care Instructions, you will find useful tips on how to properly clean your alpaca sweater or your alpaca socks.

All of our wooden components are made from 100% real wood. Likewise, all dials and cell phone cases are made from real wood veneer of the corresponding type of wood.

The following types of wood are currently available:

• Oak
• walnut
• cherry
• maple

"The heart of our watches is Swiss."

All of our watches are powered by a Ronda Swiss quartz movement.

• The "THE BLACK FOREST" and "BLACK SEA" women's watches are powered by Ronda's 762 movement.
• The "THE BLACK FOREST" men's watches are equipped with the Ronda 763 movement.
• The "FORESTER CHRONO" series features the Swiss Ronda 3520.D movement.

All custom clocks are battery powered and arrive ready to use and fully assembled.

All of our watches are made of stainless steel. Depending on the model, the surface is available in gold, silver, black or rose gold.

The surface of the men's watches is brushed and matt, while the surface of the women's watches is always polished to a high shine.

The water resistance characteristic of watches is given as ATM. This corresponds to the water pressure in the unit bar.

• 3 bar / 3 ATM: Protected against water splashes. Contact with water should be avoided.
• 5 bar / 5 ATM: showers, sweat
• 10 bar / 10 ATM: swimming, washing up, rain, snorkeling
• 20 bar / 20 ATM: Diving

Please note that the values ​​given are only guidelines and therefore damage could possibly occur beforehand.

All watches are shipped in packaging made from a tree trunk. We use poplar wood and make the packaging by hand.

Since it is a natural product, each box is slightly different in structure, shape, and grain, making it unique. Read here to learn more about it.

All bracelets advertised as "leather bracelets" are made of genuine, high-quality cowhide.

The bracelet lengths are individual and vary from model to model. You can find detailed information about this in the respective product description of your watch.

If you ordered a watch with a metal link bracelet from us, then you also received the matching toolbox from us. There you will find our Timber&John pin pusher, which you need to shorten the bracelet. Shortening the bracelet is achieved by removing individual links.

Step 1: Shorten the watch strap

1. Look for the interchangeable links on the watch. You will find small holes on some links on both the left and right sides.
2. The pins can only be removed in one direction. Sometimes there is an arrow on the limb that indicates the direction.
3. Apply the pin removal tool and push them out. If the pen has come loose from its anchoring, you can remove it with your fingers. Caution: Push out the pen with extreme caution. If you are wrong in the direction, this can lead to damage to the bracelet.
4. Repeat the process on the other side of the limb. Then a link is removed from the watch strap.
5. If you need to remove more than one link, remove a link from the other side of the watch as well. Otherwise, the watch and clasp will no longer be symmetrical.

Step 2: Close the shortened watch strap

1. Once you have removed a link from the watch strap, you can close it again in the same place. To do this, simply press the pin back into the connection of the links.
2. Make sure you insert the correct end of the pin on the correct side of the link. Simply orientate yourself on the neighboring link.
3. Push the pen in as far as you can with your finger. However, at a certain point you can't get any further with your fingers.
4. The professional puts the bracelet on its side and carefully hammers the pin into the link with a small rubber mallet. Alternatively, you can use a normal hammer. Tip: Place a piece of cloth, kitchen paper or other material between the pin and the hammer to protect the watch and bracelet from the hammer.

Here you can find the instructions again for downloading & printing.

Unfortunately, you cannot currently order engravings directly from us. The backs of all watches already have our branding, as shown in the pictures.

There are numerous customers who have an individual engraving done locally by their jeweler.

The back of the case is ideal for engraving.

Here you can download the manual for your "THE BLACK FOREST" or "FORESTER CHRONO" watch.

The statutory 24-month warranty applies to all watches.

If your product has defects within this time that are due to a manufacturing or material defect, please report a complaint to the following email address: info@timber-john.com.

The warranty does not apply to:

1. Improper handling and accidents (e.g. impact, fall, excessive waterfall, glass scratches)
2. Water damage (Please note that the watches are only "splash-proof")
3. Discoloration or soiling due to the influence of other materials (e.g. soiling of watch straps, etc.)
4. usual signs of wear
5. Technical interventions by the buyer or non-expert third parties

All of our components shown as wood are made from 100% real wood. All cell phone cases are made from real wood veneer of the corresponding type of wood.

All cell phone cases are packed in a high-quality linen bag and embedded in wood wool.

The package also includes a lovingly made flower card with real, dried flowers.

No. In the many years we have been offering our cases, we and our customers have not experienced any degradation in cell phone reception.

No, your Timber&John mobile phone case does not require any special care. Even normal weather conditions such as rain showers do not affect your unique piece.

However, your product should be protected from excessive moisture, heat, cold or sunlight. Because: Even if the wood is treated with a protective wax layer, it is a natural product that can be negatively affected by extreme weather conditions.

All watches are shipped in packaging made from a tree trunk. We use poplar wood and make the packaging by hand.

Since it is a natural product, each box is slightly different in structure, shape, and grain, making it unique. Read here for more information.

All cell phone cases are packed in a high-quality linen bag and embedded in wood wool.

The package also includes a lovingly made flower card with real, dried flowers.