Help Center - FAQ

The design and pre-prototyping phases take place in our own design studio in Gothenburg, Sweden. We also collaborate with independent design studios. 

The movements and batteries used in our watches are manufactured in Switzerland. Cases and crowns are produced in China (PRC), where our watches also are assembled.

All our products are manufactured in accordance with applicable European Union laws, regulations and recommendations for substances, production processes and child labour (CE RoHS/REACH/ISO).

Our products are tested on a regular basis to ensure that they are in compliance with updated EU regulations.

WEEE (batteries): Innes & Iyer AB is registered with the Swedish Environmental Protection Agency

You can find more information on who we are, our design philosophy and what we stand for on the the following web pages: ABOUT US / JOHN INNES' BIOGRAPHY / DESIGN / QUALITY / INTERVIEW ("FOR THE LOVE OF WATCHES").

LEATHER: Our leather straps are made of genuine leather finished with natural oils only. Leather is a natural material and straps may therefore differ one to another slightly in colour and also, naturally, wear differently over time.

METAL: Our metal mesh bracelets are made of either 316L or 304 Stainless steel.

NATO: Our NATO straps are made of high quality nylon.

• Please see your manual for care instructions.

Allergy concerns

If you have an allergy concern please read the following:

LEATHER: (Vegetable tanned leather) This can sometimes cause contact dermatitis in sensitive persons due to chemicals used in the tanning process.

METAL: (Metal mesh) Allergic skin dermatitis can be caused by nickel, cobalt and chrome in the metal.

NYLON: (NATO) This is usually OK! Also please note that this type of strap prevents contact between the watch case and the skin.

Please note that all our products are manufactured in accordance with applicable European Union laws, regulations and recommendations for substances, production processes and child labour (CE RoHS/REACH/ISO).

Our products are tested on a regular basis to ensure that they are in compliance with updated EU regulations.

Our 1600, 1601 and 1602 series are categorised as "5 ATM". Please note that the ATM rating refers to the watch case, not the wristband.

A 5 ATM rating means that the watch can withstand pressures equivalent to a depth of 50 metres (164 feet). Examples of acceptable conditions and usage; Rain, splashing, accidental submersion, showering, surface swimming and shallow snorkelling. 

Ensure that the crown always is firmly pushed into place close to the watch case (Position 1 as shown in the Manual). Water resistance cannot be permanently guaranteed so it is recommended to have it checked regularly. See FAQ "How often does the watch need servicing or maintenance?".

If the watch gets wet, pat it dry with a soft cloth. If it gets submerged in salty or chlorinated water rinse it first with warm, fresh water and follow up by patting it dry with a soft cloth.

CHANGING BATTERIES

We recommend that you let a professional at you local watch store or similar change the battery to ensure that the back-plate (which you have to take off to change the battery) is correctly put back in order to ensure that the 5ATM categorisation ("water-proof") is kept intact.

Yes, our 1600, 1601 and 1602 lines are battery driven. We only use high quality button cell silver oxide batteries from Renata AG, Switzerland.

We recommend that you let a professional at you local watch store or similar change the battery to ensure that the back-plate (which you have to take off to change the battery) is correctly put back in order to ensure that the 5ATM categorisation ("water-proof") is kept intact.

Please note that an electronic product as well as an expired battery should be disposed of through a local authorised collection system and not with the ordinary household waste. Following this procedure contributes to the safeguarding of the environment and of human health. Furthermore, recycling the materials will help to conserve natural resources.

WEEE Directive 2012/19/EU and  EU Battery Directive 2006/66/EC

WEEE (batteries): Innes & Iyer AB is registered with the Swedish Environmental Protection Agency

Please use our virtual (AR) try-on app. You will find it on each Product page (COMING SOON).

Please see the manual for your watch and/or the manual for all our types of straps.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Please see the manual for your watch and/or the manual for all our types of wristbands.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Our sizes and strap lengths are as follows:

CASE SIZES / STRAP WIDTHS

Watch case size: 33,0 x 33,0mm / Lug and strap width: 20mm

Watch case size. 30,0 x 30,0mm / Lug and strap width: 18mm

Watch case size: 27,5 x 27,5mm / Lug and strap width: 16mm

LENGTHS (FOR ALL STRAP WIDTHS)

LEATHER: 75 (88mm incl. buckle) + 115mm

METAL: 90mm + 115mm

NYLON (NATO): 255 mm incl. buckle

Please see the manual for your watch and/or the manual for all our types of straps.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Please see the manual for your watch and/or the manual for all our types of straps.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Please see the manual for your watch and/or the manual for all our types of straps.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Please see the manual for your watch and/or the manual for all our types of straps.

• If you have misplaced your manual you can order it from us through the CONTACT FORM or by contacting us at customercare@innesandiyer.com.

Yes, but please note that the various watch case sizes also have different lug widths. Also, be sure to chose the right colour of the metal parts, as they should be the same as the colour of the case.

Our sizes are the following:

Watch case size: 33,0 x 33,0mm / Lug and strap width: 20mm

Watch case size. 30,0 x 30,0mm / Lug and strap width: 18mm

Watch case size: 27,5 x 27,5mm / Lug and strap width: 16mm

Yes, you are most welcome to buy all the straps and bracelets you want but please bear in mind that the lug widths of your. watch must correlate with the width of your chosen strap. Also, remember to check that the colour of the metal parts of the strap you intend to order fits with the colour of your watch.

BONUS

Please note that when you buy an extra strap in conjunction with purchasing a watch from Innes & Iyer you will get a discount on the extra strap.

No, our watches are always delivered with a black NATO strap mounted and a black genuine leather strap on the side. If you want another colour or design please make an additional purchase. Our straps are fitted with a quick release system so they are easy to change. The NATO strap has traditional spring bars so you need a tool to remove the spring bars. The tool is included in your purchase.

BONUS

Please note that when you buy an extra strap in conjunction with purchasing a watch from Innes & Iyer you will get a discount on the extra strap.

You will receive an e-mail with an order confirmation as soon as your payment has been approved by us.

Please contact us through our CONTACT FORM or by email at customercare@innesandiyer.com and we shall handle the exchange or cancel your order.

However, if we have received your payment and your purchase already has been shipped from us you may have to receive the shipment and then use the return slip and follow the instructions for a free UPS return of the purchase.

 After we have received your return (and approved of its condition) we shall send you the exchange product or, if you have made a cancellation, refund your payment.

We have a “No Problems!” policy and you are free to return an unused product within 30 days after you have purchased it.

Just use the return slip that came with your product and follow the instructions for a free UPS return. When we have received the return, and approved of its condition, we shall make a refund through the chosen payment method when you made your purchase. Please see our Return Policy in the Footer below for further information.

If you want to make an exchange within the 30 days period please contact us through our CONTACT FORM or by email at customercare@innesandiyer.com and we shall send you the exchange product when we have received the returned product (and approved of its condition). Just use the return slip that came with your product and follow the instructions for a free UPS return.

We have a “No Problems!” policy and you are free to return an unused product within 30 days after you have purchased it.

Just use the return slip that came with your product and follow the instructions for a free UPS return. Please see our Return Policy in the Footer below for further information.

Yes. We normally add an extra week for Holiday purchases but to get exact dates please contact us before you make your purchase through our CONTACT FORM or at customercare@innesandiyer.com.

All major credit cards plus PayPal, Klarna, Shop Pay and Apple Pay.

No, we do not offer credit purchases. Please go to PayPal or Klarna for credit purchases.

No, customer accounts are not part of our current services.

Enter your code in the discount code entry field displayed during check-out.

Your gift card contains a gift code that you use at check-out to redeem its value. 

The price of the product you have chosen shall show up in your local currency. If it does not, please contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall assist you.

In any case, please note that if your purchase is made in US Dollar the amount will be changed automatically to your local currency by your card holder or bank and will appear in that currency on your bank statement.

Yes, if your purchase has not been shipped just contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall assist you.

 If it has been shipped you have to make a new order and return the first purchase when it is received by you. Please use the return slip in your package and follow the instructions.

Yes, if your purchase has not been shipped just contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall assist you.

If it has been shipped you have to return the purchase when it is received by you. Please use the return slip in your package and follow the instructions. We shall refund you when we have received the returned goods and approved of its condition.

Please check with your bank or credit card issuer first. If they cannot solve the issue please contact us through the CONTACT FORM or mail us at customercare@innesandiyer.com and we will be happy to assist you.

Prices

All prices are registered by us in US Dollars (USD) but our website has been set to show prices in your local currency (exclusive of Swedish VAT). The US Dollar amount will be changed automatically to your local currency by your card holder or bank and will appear in that currency on your bank statement. Adjustment of prices and offers, including additional costs, are subject to change at our sole discretion and can be done without prior notice at any time with immediate effect.

VAT, local taxes and import duties

We are a Limited Company registered in the Kingdom of Sweden. Our Company Registration Number is 559175-1341 and our VAT registration no. is: SE559175134101.

All prices registered on our website are inclusive of Swedish VAT in accordance with the applicable legislation. However, the website is set to show prices in a customer’s local currency exclusive of Swedish VAT.

European Union - Our prices include Swedish VAT (“moms”) so if your purchase is made from a country within the European Union ("EU") no additional VAT or the like should be charged by that country.

Outside the European Union - All orders shipped to an address in a country outside the European Union ("EU") excludes Swedish VAT. The VAT part (currently 20%) of our sales prices is deducted by us for orders outside the EU and removed at the check-out or earlier.

It is the responsibility of you as the customer to be aware of your local tax regulations. This includes any import duty, customs fees, and VAT. We ship DDU (Delivered Duty Unpaid) so the customer is responsible for the payment of any such taxes and duties. We are unable to predict any costs of such taxes or duties, as they are applied by your local customs office and differ from country to country. We advise you to contact your local customs office for more information.

Note for customers outside the European Union; If you decide to use any of your 30-days limit free return, exchange or cancellation options we will apply a cap on costs duly paid by you according to Incoterms 2010 DDU rules (e g local VAT, other local taxes, duties, import formalities costs and customs clearance) to a maximum of 25 % of the purchase price paid by you for the product in our web shop.

No. Prices are registered on our website to include (Swedish) VAT for deliveries to countries within the European Union (“EU”). However, please note that our web shop is set to show prices in your local currency exempt of Swedish VAT. For customers outside the European Union the VAT included in our prices will therefore be deducted and you will instead be charged for the net amount (excluding VAT). You will then have to pay local VAT when the shipment reaches your destination outside the EU. This will be handled by UPS and invoiced by them.

We ship your goods according to Incoterms 2010 “Delivered Duty Unpaid” (DDU) which for example means that we are neither responsible for nor do we pay for import formalities or pay or collect VAT (other than Swedish VAT), duties and/or other taxes.Therefore, if your delivery address is outside the EU you may be required to pay import duties, VAT and other local taxes that are levied when your shipment reaches your country. These and additional charges for, for example, import formalities and customs clearance are your responsibility and are to be fully paid by you.

Note for customers outside the European Union; If you decide to use any of your 30-days limit free return, exchange or cancellation options we will apply a cap on costs duly paid by you according to Incoterms 2010 DDU rules (e g local VAT, other local taxes, duties, import formalities costs and customs clearance) to a maximum of 25 % of the purchase price paid by you for the product in our web shop.

Yes, if applicable in your country of destination. We ship your goods according to Incoterms 2010 “Delivered Duty Unpaid” (DDU) which for example means that we are neither responsible for nor do we pay for import formalities or pay or collect VAT (other than Swedish VAT), duties and/or other taxes.Therefore, if your delivery address is outside the EU you may be required to pay import duties, VAT and other local taxes that are levied when your shipment reaches your country. These and additional charges for, for example, import formalities and customs clearance are your responsibility and are to be fully paid by you.

Please note that prices are registered on our website to include (Swedish) VAT for deliveries to countries within the European Union (“EU”). However, our web shop is set to show prices in your local currency exempt of Swedish VAT. For customers outside the European Union the VAT included in our prices will therefore be deducted and you will instead be charged for the net amount (excluding VAT). You will then have to pay local VAT when the shipment reaches your destination outside the EU. This will be handled by UPS and invoiced by them.

Note for customers outside the European Union; If you decide to use any of your 30-days limit free return, exchange or cancellation options we will apply a cap on costs duly paid by you according to Incoterms 2010 DDU rules (e g local VAT, other local taxes, duties, import formalities costs and customs clearance) to a maximum of 25 % of the purchase price paid by you for the product in our web shop.

No, we do not offer VAT refunds. Prices are registered on our website to include (Swedish) VAT for deliveries to countries within the European Union (“EU”). However, please note that our web shop is set to show prices in your local currency exempt of Swedish VAT. For customers outside the European Union the VAT included in our prices will therefore be deducted and you will instead be charged for the net amount (excluding VAT). You will then have to pay local VAT when the shipment reaches your destination outside the EU. This will be handled by UPS and invoiced by them.

We ship your goods according to Incoterms 2010 “Delivered Duty Unpaid” (DDU) which for example means that we are neither responsible for nor do we pay for import formalities or pay or collect VAT (other than Swedish VAT), duties and/or other taxes.Therefore, if your delivery address is outside the EU you may be required to pay import duties, VAT and other local taxes that are levied when your shipment reaches your country. These and additional charges for, for example, import formalities and customs clearance are your responsibility and are to be fully paid by you.

Note for customers outside the European Union; If you decide to use any of your 30-days limit free return, exchange or cancellation options we will apply a cap on costs duly paid by you according to Incoterms 2010 DDU rules (e g local VAT, other local taxes, duties, import formalities costs and customs clearance) to a maximum of 25 % of the purchase price paid by you for the product in our web shop.

Yes, except for Cuba, Iran, Iraq, Syria and North Korea.

None (you have a free UPS delivery which covers the costs for delivery) but you have to pay for customs clearance and the like to UPS (where applicable) as we ship DDU (please see more below). 

Please note that our web shop price are set to show prices in your local currency exempt of Swedish VAT.

We ship your goods according to Incoterms 2010 “Delivered Duty Unpaid” (DDU) which for example means that we are neither responsible for nor do we pay for import formalities or pay or collect VAT (other than Swedish VAT), duties and/or other taxes.Therefore, if your delivery address is outside the EU you may be required to pay import duties, VAT and other local taxes that are levied when your shipment reaches your country. These and additional charges for, for example, import formalities and customs clearance are your responsibility and are to be fully paid by you.

Note for customers outside the European Union; If you decide to use any of your 30-days limit free return, exchange or cancellation options we will apply a cap on costs duly paid by you according to Incoterms 2010 DDU rules (e g local VAT, other local taxes, duties, import formalities costs and customs clearance) to a maximum of 25 % of the purchase price paid by you for the product in our web shop.

Our estimated delivery times are:

Europe – 2 to 3 business days

USA – 3 to 4 business days

Rest of the world – 5 to 10 business days

Note: 1. Products marketed and sold under "Pre-Order" or “Back-order” conditions will have longer delivery times than our regular product lines. 2. Our estimated delivery times can vary, for example during vacation and public holiday periods, but every effort will be made to deliver your goods within the times stated above.

You can find more information in "Shipping" in the Footer below.

We offer free UPS shipment for watches to your chosen address. Accessories like straps and bracelets are sent First Class Registered mail, also free of charge.

No, goods will not be shipped by us to P. O. Box addresses or the like as our courier service shipments need to be signed for by the recipient when received. 

Yes, please contact UPS for a re-direction of your shipment or, if there are any problems, contact us through our CONTACT FORM or at customercare@innesandiyer.com.

Your shipment confirmation will include a UPS tracking number enabling you to follow the progress of your purchase on the UPS web-site (https://www.ups.com/track). 

Please contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall look into this matter immediately.

If the delivery has been delayed to the extent that you no longer wish to receive the product(s) you have the option to cancel the order. Just contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall cancel your order.

If you are aware of any delivery disturbances at you delivery destination please contact us through or CONTACT FORM or at customercare@innesandiyer.com and we will try to make arrangements that will facilitate the shipment of your purchase.

Your shipment confirmation includes a UPS tracking number enabling you to follow the progress of your purchase on the UPS web-site (htpps://www.ups.com/track).

If you can not track your shipment on the UPS web site please contact UPS for information or, if UPS has no information, contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall help you.

Please note that if the delivery has been delayed to the extent that you no longer wish to receive the product(s) you have the option to cancel the order. Just contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall cancel your order.

First of all, we are truly sorry that we have sent you the wrong product. Please use the return slip that came with your shipment and follow the instructions for a free UPS return of this product.

Also, please contact us within the stipulated period of 30 days after the purchase date through our CONTACT FORM or at customercare@innesandiyer.com and we shall, depending on your instructions, immediately either send an exchange product to you or send a full refund of the amount paid by you at the original purchase via the payment method used by you when placing your order.

VISIBLY DAMAGED GOODS

If your shipment is visibly damaged on the outside of the package you should report this to the UPS courier when you receive the shipment and add “DAMAGED WHEN RECEIVED – SIGNING FOR RECEIPT ONLY” next to your signature when signing for receipt of the package.

If you find that the goods inside the package also has been damaged please immediately contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall, depending on your instructions, immediately either send an exchange product to you or send a full refund of the amount paid by you.

Please use the return slip that came with your shipment and follow the instructions for a free UPS return of the damaged product.

DAMAGED GOODS

If you find, when you have opened the shipment, that the goods has been damaged in transport please immediately contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall, depending on your instructions, immediately either send an exchange product to you or send a full refund of the amount paid by you.

Please use the return slip that came with your shipment and follow the instructions for a free UPS return of the damaged product.

We have a “No Problems!” policy and you are free to return an unused product within 30 days after you have purchased it. Please see our Return and Refund Policy in the Footer below for further information.

Yes, we have a “No Problems!” policy and you are free to return an unused product within 30 days after you have purchased it.

Just use the return slip that came with your product and follow the instructions for a free UPS return. Please see our Return Policy in the Footer below for further information.

Yes. Your Confirmation of your order and approved payment both serve as Proof of Purchase. Please keep for future use. If you have misplaced them please contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall replace them.

An exchange will normally take 7 - 12 days.

Depending on your chosen payment method a refund will normally take 5 - 7 days after we have approved the refund.

If you haven’t received a refund yet first check your bank account again. Then contact your credit card company (it may take some time before a refund is posted). Next contact and check with your bank (there is often some processing time before a refund is in your account). If you have done all of this and you still haven’t received the refund, please contact us by using the CONTACT FORM on this web page or by email at customercare@innesandiyer.com .

An Innes & Iyer watch requires minimal servicing and maintenance as it contains a highly accurate and efficient Swiss electronic quartz movement with superior reliability. It is powered by a high-quality Swiss battery which drives the watch hands. Replacement of the battery (every three to four years) should be done by a professional at you local watch store to keep the watch's water resistance at the 5 ATM rating.

It is recommended to have the watch checked every three to four years by a professional at your local watch store. However, depending on the climate and the conditions of use of the watch, a shorter interval may be required. For example, if the watch is used in a hot and humid environment an annual water resistance check is recommended.

Yes, please see our 2-year International Guarantee in your manual or at our web shop's Footer.

2 years from date of purchase.

Your Confirmation of your  order and approved payment both serve as Proof of Purchase. Please keep for future use. If you have misplaced them please contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall replace them.

If you send your watch back to us for repairs, for instance when a fault is covered by our 2-year International Guarantee, our estimated time of repair is 3 - 4 weeks.

If your problem is not apparently covered by our 2-year International Guarantee (when you should contact us immediately) we recommend that you visit your local watch dealer before you contact us. If your local watch dealer can't help you, we encourage you to use our Contact Form to send a message to us. We are always happy to assist you.

This is an example of what is not covered by our International Guarantee but, as we are always willing to help, please use our Contact Form or mail us at customercare@innesandiyer.com to send a message to us and we shall see what we can do to help you.

We are truly sorry that you want to make a complaint. Please contact us by using the CONTACT FORM on this web page or by e-mail at customercare@innesandiyer.com and we shall handle your complaint – big or small.

Our aim is to handle your complaints fairly, reasonably and competently with the intention of fully resolving your complaints within 72 hours. You will be kept informed by e-mail and/or telephone at each stage of the complaints handling process.

The European Online Dispute Resolution (ODR) platform is provided by the European Commission to make online shopping safer and fairer through access to quality dispute resolution tools.

If you are in the EU, Norway, Iceland or Liechtenstein you can use it to find the best solution for your consumer problem, to discuss a solution directly with a trader concerning your problem or to agree on a dispute resolution body to handle your case.

The ODR platform is not connected to any trader. You can use the ODR platform in all EU languages, Icelandic and Norwegian.

Online Dispute Resolution | European Commission (europa.eu)

If you want to know more about who we are and what we stand for have a look at the following pages (you'll find them in the Footer below): Design / John Innes - Clockmaker / Quality / Interview "For the Love of Watches". 

For any further information you are most welcome to contact us through our CONTACT FORM or by mail at customercare@innesandiyer.com.

SUPPLIER ID

ADDRESS: Innes & Iyer AB, Molinsgatan 11, SE-411 33 Gothenburg, Sweden. COMPANY REGISTRATION NUMBER: 559175-1341 (SWEDEN), VAT ID: SE559175134101 EORI ID: SE5591751341 GDPR CONTACT: Mr Kent Stenström at kent.stenstrom@innesandiyer.com CONTACT: customercare@innesandiyer.com. WEEE (batteries): Innes & Iyer AB is registered with the Swedish Environmental Protection Agency

You will find the following legal documents in the Footer below:

Terms of Service / Terms of Sale and International Guarantee / Shipping / Return Policy / Privacy Policy.

Please note that it is our intention that nothing contained in our Legal documents shall affect your Statutory Rights as a customer. However, our sales are world-wide and if you find yourself having an issue with, for example, our Terms of Sale in relation to the regulations in your own country please contact us through our CONTACT FORM or at customercare@innesandiyer.com and we shall try and solve the issue.