Frequently Asked Questions

Orders & Delivery

How long does delivery take?

Standard UK delivery takes 2–4 working days. Express next-day delivery is available at checkout. International orders typically arrive within 5–10 working days depending on destination.

Do you offer free delivery?

Yes. Free standard shipping is available on all UK orders. Delivery costs for international orders are calculated at checkout.

Can I track my order?

Absolutely. Once your order is dispatched, you'll receive a tracking link by email so you can follow your parcel every step of the way.

Who packs my order?

Every Tomell London order is personally packed by Tomas, the founder. That means your watch or jewellery is handled with care before it ever reaches you.

Returns & Exchanges

What is your returns policy?

We offer a 30-day returns policy on all unworn, unused items in their original packaging. If something isn't right, contact us at info@tomellwatches.co.uk and we'll sort it out promptly.

How do I start a return?

Email us at info@tomellwatches.co.uk with your order number and reason for return. We'll guide you through the process. Return postage costs are the responsibility of the customer unless the item is faulty.

Can I exchange for a different colour or style?

Yes. Exchanges are handled the same way as returns — contact us within 30 days and we'll arrange an exchange, subject to availability.

Warranty

Do Tomell London watches come with a warranty?

Yes. All Tomell London watches come with a 2-year manufacturer's warranty covering mechanical defects and movement faults. The warranty does not cover accidental damage, water damage beyond the rated resistance, or normal wear and tear such as strap aging or surface scratches.

How do I make a warranty claim?

Email us at info@tomellwatches.co.uk with your order confirmation and a description of the issue. We'll assess the claim and advise on the next steps — typically a repair or replacement.

Materials & Quality

What materials are used in Tomell London watches?

Our watches are crafted from 316L surgical-grade stainless steel — the same alloy used in medical implants, chosen for its exceptional corrosion resistance and hypoallergenic properties. Watch faces are protected by sapphire crystal glass, which is one of the hardest materials on earth and highly scratch-resistant. Leather straps are made from genuine Italian top-grain leather.

What is sapphire crystal glass?

Sapphire crystal is a synthetic material with a hardness rating of 9 on the Mohs scale — just below diamond. It is used in premium watchmaking for its outstanding scratch resistance, keeping your dial looking pristine for years.

Are the watches water-resistant?

Our watches have a water resistance of 3 ATM (30 metres), suitable for everyday splashes and light rain. They are not intended for swimming or submersion. Leather strap models should be kept away from prolonged contact with water to preserve strap quality.

Are Tomell London products hypoallergenic?

Yes. The 316L stainless steel used in our watches and jewellery is hypoallergenic, making it safe for sensitive skin.

Payments

What payment methods do you accept?

We accept all major credit and debit cards, Apple Pay, Google Pay, and PayPal. We also offer Klarna, allowing you to spread the cost of your purchase into interest-free instalments.

How does Klarna work?

Klarna lets you pay for your order over time rather than all at once. Select Klarna at checkout to see your available options — typically Pay in 3 interest-free instalments. Klarna performs a soft credit check that does not affect your credit score.

Sizing & Fit

What size are the watch cases?

Case sizes vary by model. Our men's watches typically range from 40mm to 44mm. Women's watches range from 28mm to 36mm. Individual product pages include full specifications including case diameter, thickness, and strap width.

How do I adjust a bracelet or strap?

Leather and rubber straps can be adjusted using the standard buckle. For metal bracelets and mesh straps, adjustment instructions are included in the packaging. If you need help, email us and we'll guide you through it.

Care & Maintenance

How do I care for my Tomell London watch?

Wipe the case and crystal with a soft, lint-free cloth to remove fingerprints and dust. Avoid contact with perfume, chemicals, and extreme temperatures. Store your watch in its original box when not in use to protect it from scratches.

How do I care for a leather strap?

Keep leather straps away from water, excessive heat, and direct sunlight. Occasionally condition the leather with a quality leather conditioner to keep it supple. Rotate your strap use if possible to extend its life.

When should I service my watch?

Quartz watches rarely need servicing beyond battery changes, typically every 2–4 years. Automatic watches benefit from a service every 4–6 years. If your watch loses time significantly or stops unexpectedly, contact us for advice.

About Tomell London

Who is Tomell London?

Tomell London is an independent British watch and jewellery brand founded in 2021. We design timepieces and jewellery that sit at the intersection of bold design and everyday wearability — crafted for those who wear confidence as readily as they wear a watch. With over 700 orders fulfilled and a 4.9-star rating from 124 verified reviews, we're proud to be trusted by customers across the UK and beyond. Winner of the Prestige Award 2024/25.

How can I contact you?

Email us any time at info@tomellwatches.co.uk. We aim to respond within 24 hours on business days.