FAQ

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Men's Caiman Series
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FAQ

Order Information & Concerns

Editing orders is a bit tricky from our end especially once an order has already been sent out, but we always make sure to
try and find a solution for our customers.

If you've made a mistake while placing your order, then be sure to contact us asap using the Contact button at the bottom
of this page and we'll try to accommodate best we can!

Our warehousing partners usually leave a 4–6-hour window after an order is placed before it goes into fulfillment and a shipping
label is printed thus making it impossible for us to make edits to the order anymore and it will go out as such. Why 4-6 hours? - We determined this to be the optimal window leaving enough time to make last minute edits if a mistake was made in placing the order while at the same time not slowing down our delivery times as we want to get you your order as fast as possible!

We don't store your credit card information in any way and are not able to additionally charge your card or Paypal from our
end for any additional items you'd like to add.

If you intended to take advantage of our Buy 2 Get 1 Free discount and forgot to add a third item, then be sure to contact our support team asap to see if they are able to solve it for you. Keep in mind there is only a short (usually 4-6 hour) window before each order goes into fulfillment after which we won't unfortunately be able to make edits to the orders anymore.

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. It is most likely an issue with your billing zip/postal code. Please review all information closely and look for any typos. Also, try reformatting the names and addresses in your billing information (this often solves the issue).

If you're still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you're using the latest version of your web browser.

Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact us using the Contact button at the bottom of this page and we'll
be happy to help!

As soon as your order is placed, we send out an automatic Order Confirmation email to the email address you entered during checkout.

As your order is shipped out by our warehouse that's closest to you, you will receive a Shipping Confirmation email to that same email address.

If for some reason, you did not receive an email, please check your spam folder and that you entered the correct email address without any typos during checkout. If you still can't find anything please contact us using the Contact button at the bottom of this page and we'll take a look at it for you :)

"Unfulfilled" just means that we successfully received your order and are in the process of picking, packing and shipping it out. Once your order is shipped your order status will change to "Fulfilled."

Your credit card will only be charged once.

If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the "Place Order" button once to avoid multiple authorizations.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please try using a different payment method such as Amazon Payments or Paypal. If you still can't get through and are certain your order is mistakenly marked as fraudulent then contact us using the Contact button below and we'll try our best to solve it for you.

Discounts

Only one discount code can be used per order. If multiple discount offers are applicable, the one with the highest discount is usually auto-applied.

If an item is already discounted, for example during a promotion, you can still take advantage and apply one discount code during checkout.

You must choose and have at least three (3) watch bands in your cart as you head to checkout. The discount will then be automatically applied during checkout. You can confirm this by checking if the discount code is listed under the "Gift card or Discount code" textbox. The total amount should also reflect the adjusted price. The discount will not work unless the correct items and the minimum number of items in the cart are met.

Note: In case the discount is not automatically applied, you can manually add and apply the code 3RD_STRAP_FREE in the "Gift card or Discount code" textbox at checkout.

This works the same as the Buy 2 Get 1 Free watch band discount. You must choose and have at least four (4) AirTags cases in your cart as you head to checkout. The discount will then be automatically applied during checkout. You can confirm this by checking if the discount code is listed under the "Gift card or Discount code" textbox. The total amount should also reflect the adjusted price. The discount will not work unless the correct items and the minimum number of items in the cart are met.

Note: In case the discount is not automatically applied, you can manually add and apply the code AIRTAG_B2G2 in the "Gift card or Discount code" textbox at checkout.

Just add an Apple Watch band and an AirPods case to your cart and head to checkout. The discount will automatically be applied to the case's price during checkout.

Note: In case the discount is not automatically applied, you can manually add and apply the code 50_OFF_CASE in the "Gift card or Discount code" textbox at checkout.

Just add an Apple Watch band and an AirTag case to your cart and head to checkout. The discount will automatically be applied to the case's price during checkout.

Note: In case the discount is not automatically applied, you can manually add and apply the code AIRTAG_20OFF in the "Gift card or Discount code" textbox at checkout.

Product Information & How To's

The surface layer of leather used on all of our Caiman Series watch bands is made using 100% real Top Grain crocodile embossed bovine hides. 'Top Grain' refers to the upper layer of the animal hide which has much denser fibers that are tightly "woven" together and is therefore more durable and higher in quality as opposed to cheaper 'split', 'bonded' or even 'PU' (fake) leathers that are commonly used in cheaper bands.

The inner side of the watch band (facing your wrist) is lined with a gorgeous, ultra-soft and comfortable Suede bovine leather giving the watch bands that extra touch of luxury and an all-day comfortable feel.

The butterfly clasp and our Apple Watch adapters are all made using only high-grade stainless steel and comes in Gold, Silver and Black Stainless Steel finish.

Yes. Both the crocodile embossed surface leather in our Caiman Series bands and the Full Grain leather used in our Classic Series bands, as well as their suede leather linings are made using 100% real bovine (cowskin) hides.

If you're having trouble learning how to use your Caiman or Classic Series butterfly clasp, then don’t worry! We've made a simple and easy to follow video tutorial on how to use the watch band including the butterfly clasp. Click here to watch the video. If you're still having trouble, we've also added a step-by-step guide with clear illustrations in our Caiman & Classic Series Owner's Manual that came in the original box along with your watch band.

The main difference between the Men's and Women's bands is the width, thickness and wrist size. The Men's bands are designed to be both wider, thicker, longer and fitted with larger clasps than the thinner more feminine Women's bands. Let's break down the details of each size:

Men's 42/44/45mm:

- Compatible with the 42mm (Series 1-3),
44mm (Series 4-6 & SE) and 45mm Series 7 Apple Watches.

- 6mm thick at the band's thickest point.

- Being our widest option, the band is 24mm
wide at the Apple Watch end and tapers down to 20mm at the clasp end of the
band. It features a 20mm wide butterfly clasp.

Men's 38/40/41mm:

- Compatible with the 38mm (Series 1-3),
40mm (Series 4-6 & SE) and 41mm Series 7 Apple Watches.

- 6mm thick at the band's thickest point.

- Slightly thinner than its larger counterpart,
the band is 22mm wide at the Apple Watch end and tapers down to 20mm at the
clasp end of the band. It features a 20mm wide butterfly clasp.

Women's 38/40/41mm:

- Compatible with the 38mm (Series 1-3),
40mm (Series 4-6 & SE) and 41mm Series 7 Apple Watches.

- 3.8mm thick at the band's thickest point.
- Being our smallest and thinnest option, the band is 20mm wide at the Apple Watch end and tapers down to 16mm at the clasp end of the band. It also features a 16mm wide butterfly clasp.
Women's 42/44/45mm:

- Compatible with the 42mm (Series 1-3), 44mm (Series 4-6 & SE) and 45mm Series 7 Apple Watches.
- 3.8mm thick at the band's thickest point.
- Similar to the 38/40/41mm Men's band, in order to fit the larger Apple Watch adapters, this band is 20mm wide at the Apple Watch end and tapers down to 16mm at the clasp end of the band. It also features a 16mm wide butterfly clasp.

The surface layer of leather used on all of our Classic Series watch bands is made using 100% real Full Grain bovine hides. 'Full Grain' refers to the surface layer of the animal hide which has the densest denser fibers that are tightly "woven" together and is therefore more durable and higher in quality as opposed to cheaper 'split', 'bonded' or even 'PU' (fake) leathers that are commonly used in cheaper bands.

The inner side of the watch band (facing your wrist) is lined with a gorgeous, ultra-soft and comfortable Suede bovine leather giving the watch bands that extra touch of luxury and an all-day comfortable feel.

The butterfly clasp and our Apple Watch adapters are all made using only high grade 316L stainless steel and comes in Gold, Silver and Black Stainless Steel finish.

Shipping Information

US Orders

Our US orders are fulfilled by a network of warehouses across the US, usually from the location closest to your shipping address that has your items in inventory. All warehouses usually send out all orders within the next business day of receiving the order.

EU Orders

All our EU orders are shipped out from Germany and usually ship within the next business day of receiving the order.

International Orders (Non-US or EU)

Most of our orders are shipped out during the next business day after the order was placed (based on our Hong Kong warehouse's time zone). Keep in mind we leave a 6-hour window after every order is placed before it goes into fulfillment with our warehouse. This is to allow for last minute changes or order cancels.
The fulfillment times vary slightly by courier and destination country and orders may take up to 72 (business) hours to fulfill after the order was placed although the vast majority of orders are shipped considerably faster.
Please keep in mind that our warehouse staff does not send out any orders during weekends or public holidays (in Hong Kong).

Here's some helpful information on customs that we've gathered from government sources and announcements online:

USA: All US orders are shipped from warehouses within the US, thus no customs/duties apply.

European Union: All EU orders are shipped from our Berlin warehouse and have already been imported into the EU, therefore no additional VAT/duties apply on top of the VAT we already charge in each EU country at checkout. The VAT rate charged at checkout is charged and remitted to the German government using the German VAT rate (19%).

Hong Kong: All Non-US orders are shipped from our Hong Kong warehouse; thus no customs/duties apply within Hong Kong.

Australia: "For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay." - https://www.homeaffairs.gov.au/trav/impo/buyi

CA: Any orders with a retail value of over $20 CAD is subject to Canadian duty and taxes.

*We can not guarantee that the above statements on customs thresholds in your country are accurate and/or up to date and therefore recommend you contact your local customs office for more information. Our worldwide free shipping options are sent by various shipping companies depending on where you're located and are eventually placed into your country's local postal stream. Any customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient. If you do get charged, we cannot be responsible for these fees in any way, as we do not receive any of this money. The funds go exclusively to your own government. The last thing we would want is for our customers to be charged extra, as this would be detrimental to our sales. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information. Shipping fees and taxes will not be refunded for packages that are refused due to VAT/duties.

You can find all the information about the different shipping options and delivery times per country on our Shipping & Returns page.

If you have any questions don't hesitate to contact us using the Contact button on the bottom of this page!

VAT. As all our EU orders ship from within the European Union (from Berlin, Germany), we are obligated to collect and remit VAT on all EU orders using the VAT rate of the country in which our inventory is warehoused. Being that our inventory is warehoused in Berlin, Germany we charge and remit to the German authorities at their 19% VAT rate.

This also means you won't be charged any surprise customs or duties in your country as would happen if we were to ship your order from outside the European Union.

Returns & Warranty

We offer free returns with every order. This includes that we will pay for the return shipping cost as well!

There's no specific deadline before which you have to return your order, however the items have to be in "mint", "brand new", "unworn" condition so that we can restock and re-sell the items once they've been returned back to our warehouse.

Once your items have been returned, our warehouse staff will inspect them for any signs of damage or wear/tear. If they confirm they're in "brand new", "mint", "unworn" condition they will restock your order at which point we will refund your order as well as notify you that your order has been successfully returned and refunded.

Does this mean if I've touched it that it's considered "worn/damaged"? - No. You absolutely may try it on (albeit carefully) and if you find that the fit is not right or for whatever reason you don't want to keep the item then simply place it back in the box the same way it came and contact our support using the Contact button at the bottom of this page and we'll be happy to process your return.

To initiate a return please contact our customer care team either by using the 'Contact' button at the bottom of this page or by emailing us at support@longvadon.com and one of our customer care agents will take good care of you and help guide you through the return process for your specific location/country.

General tips when shipping your return:
- Securely pack your items in a shipping carton (your local post office can usually provide one in the right size).
- US customers: Print out and insert the authorization slip that our customer care agent sends you into the carton.
- Currently we can only offer ready-printed return labels for US, CA, AU, and some EU countries. In other countries our support staff will need you to return using the cheapest possible shipping option to a warehouse address provided by our support agent once you've initiated your return. We'll still cover the cost of the return shipping in every case.
- Ship the package from your nearest post office.
Please Do Not send any returns to our Sunset Lake Road address in Newark as it's not a warehouse address and can not process returns.

Once you notify us that you would like a return, we will process it asap, usually within one or two business days and give you instructions on how to return your order.

After you've received your return label and shipped your package back to us all we need to do is wait for it to arrive so our warehouse staff can inspect and restock the watch band(s).

The return delivery speed varies heavily by your country and its shipping options however as we use the cheaper, often un-tracked, local shipping methods to handle the return delivery this can take from a week up to a month to arrive.

Once we've received, inspected, and restocked your item(s), we will asap refund your payment right back to the same payment method you used during checkout. You will also be notified via email at the address listed on your order when the refund has been completed.

Keep in mind, depending on your payment method, it can take up to 3 business days for the funds to be placed back on your credit card or Paypal account. However usually, it's considerably faster.

If you've returned an order to us already a while back and are still waiting for a refund, then be sure to message us by pressing the "Contact" button at the bottom of this page and will sort it out for you right away.

Yes! All Longvadon watch bands and cases come with a 1-year full warranty where we'll replace your item at our expense in case of a manufacturing defect.

This will be decided case by case at the discretion of our customer service agents. At times if there's a defect, we'll need it back to be able to investigate the issue to prevent it from happening again. Sometimes pictures/videos will be enough, and our customer service agent will let you keep or dispose of it.

In any case, if you were to receive a defective item be sure to contact us using the Contact button at the bottom of this page and we will send you a replacement band asap!

General Information

No. Our watch bands are only available from our own web store and are not available for purchase in any retail locations for the moment.

We currently do not have an official reseller program however please email us using the Contact button below and we'd be happy to discuss it with you!

Couldn't find an answer to your question? Use the contact form below to contact our support team.
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