FAQ

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 warehouse usually leaves 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.

Keep in mind there is only a short (usually 4-6 hour) window before each order goes into fulfillment after which we won't be able to make edits to the order 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, 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.

The surface layer of leather used on all of our Caiman Series watch bands is made using 100% genuine Full Grain crocodile embossed bovine (cow) hides. Full 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 lining of the watch bands is made with a beautiful, ultra-soft and comfortable Suede bovine leather giving the watch bands that extra touch of comfort and elegance for a better all-day wear.

The buckles and clasps are all made using high-grade 316L stainless steel.

If you're having trouble learning how to use your 'butterfly deployant 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 online manuals here.

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

Men's 42/44/45/49mm:

- Compatible with the 42mm (Series 1-3), 44mm (Series 4-6 & SE), 45mm (Series 7-9 & SE) and Ultra 1-2 Apple Watches

- 5.5mm thick at the band's thickest point.

- Being our widest bands, the bands are 24mm at the Apple Watch end and tapers down to 20mm at the clasp end. Featuring a 20mm wide buckle/clasp.

Men's 38/40/41mm:

- Compatible with the 38mm (Series 1-3), 40mm (Series 4-6 & SE) and 41mm (Series 7-9 & SE) Apple Watches.

- 5.5mm thick at the band's thickest point.

- The band is 20mm wide at the Apple Watch end and remains 20mm at the
clasp end of the band as well. It features a 20mm wide buckle/clasp.

Women's 38/40/41mm:

- Compatible with the 38mm (Series 1-3), 40mm (Series 4-6 & SE) and 41mm (Series 7-9 & SE) 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 features a 16mm wide buckle/clasp.

Women's 42/44/45mm:

- Compatible with the 42mm (Series 1-3), 44mm (Series 4-6 & SE), 45mm (Series 7-9 & SE) and Ultra 1-2 Apple Watches.

- 3.8mm thick at the band's thickest point.
- In order to fit the larger Apple Watch, these bands are 23mm wide at the Apple Watch end and tapers down to 16mm at the clasp end of the band. Featuring a 16mm wide buckle/clasp.

Most orders are shipped out during the same or next business day after the order was placed. Keep in mind our warehouse usually leaves a 4-6 hour window after every order is placed before it goes into fulfillment 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 hours to fulfill after the order was placed although the vast majority of orders are shipped considerably faster.

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. We are obligated to collect and remit VAT on all EU orders using the VAT rate in your country. All VAT we collect is then remitted to your local tax authorities via the new IOSS system.

This also means you won't be charged any surprise customs or duties in your country as these are shipped DDP (Delivered Duty Paid).

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!

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.

Please use the Contact button below and inform our team you'd be interested in becoming an Authorized Dealer of our products and our team will forward it to the relevant person so they can get back to you as soon as possible.