FAQs / Frequently asked questions

Shipping & Exchange

How much does shipping cost?


Standard shipping within the EU is from 50€ free of charge. Outside the EU the shipping costs from 6,90€.




How long are the delivery times?


Depending on the product, shipping usually takes place within 48 hours for mobile phone cases and about 3 days, when ordering a watch that is specially assembled for you. In Germany the delivery time is 1-3 days. International delivery times of 5-14 days must be expected. Respective customs agencies can possibly lead to delays. Please keep in mind that the specified delivery time with advance payment only begins with the receipt of money. When paying by PayPal or credit card, the delivery time begins immediately.




Which logistics partner do you ship with?


We ship nationally and internationally with the shipping service provider DHL.




Can I return the goods?


For all goods that you do not like or do not suit you, there is a 30 day right of return. Please make sure that the goods have not been used and send them back in new condition, as we cannot take them back. This means, among other things, that the watch was not activated, and has no signs of wear on the bracelet or casing. Also, under no circumstances should the watch be opened, as this will immediately cancel the warranty. We do not pay for return shipment unless the goods are defective. For defective goods or wrong deliveries, we pay the return shipment within Germany. We will pay only the costs for the return shipment of defective goods from abroad incurred within Germany. The additional or already paid customs duties and/or the additional VAT payment outside the EU due to an import into a third country (e.g. Switzerland) will not be refunded by us.




Returns, that's how it works.


If you do not like the goods and you want to make use of your 30-day right of return, then please proceed as follows: 1. Pack unused goods safely in their original packaging. 2. Deliver the package to a shipping company of your choice and pay accordingly. Please pay attention to a transmission number and the inscription "insured" for your burden of proof. 3. To ensure that your return is processed smoothly, please include a completed revocation form, an original invoice or a small note in the package. If possible, please write us briefly and informally the reason for your return. 3. Please address the package to the following address: SmartUp c/o Timber&Jack Retourencenter Hüttenstr. 100-102 50170 Kerpen Germany 4. After receiving the unused and undamaged goods, we will immediately refund you the money within the next 7 days.




Privacy & Revocation


-We value privacy. All your personal data and information will be sent encrypted to us. Read our detailed privacy policy here. - You can cancel your purchase within the deadline without giving any reason. Read our detailed cancellation policy here.




Will there be a tracking number?


As a rule, you will always receive a shipment number via e-mail after shipping the goods. If you by mistake have not received an e-mail, please contact us immediately.




Can I change my order afterwards?


Your order will be processed and shipped within the shortest possible time. We can therefore guarantee fast delivery times, but do not make any subsequent changes.





Watches

Is it real wood?


All our wooden components are 100%-real wood. So are all dials of the clocks, as well as all mobile phone cases made of real wood veneer of the according type of wood.




Which movement is installed?


"The heart of our watches is a Swiss".
All our watches run with a Swiss quartz movement by Ronda.
The ladies' watches have the movement 762 and the men's watches have the movement 763 of by Ronda is installed.
All custom-built watches are battery operated and are delivered ready to go and fully assembled.




Is there a warranty/guarantee?


All watches have the statutory warranty of 24 months.
The warranty does not apply to water damage or damage caused by falling. Please note that the watches are only "splash-proof". The glass of the watch has no guarantee.




Are the wrist straps made of genuine leather?


All as "leather straps" advertised wrist bands are made of genuine leather. The leather is high quality cowhide.




How are the watches packed?


All watches are shipped in a box made from a tree trunk. Currently 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 and thus always unique.




What material is used in the case?


All our watches are made of stainless steel. The finish depends on the model with gold, silver, black or rosé gold.
The surface of the men's watches is brushed and matte, whereas the surface of the ladies' watches is always polished to a high gloss.




Which types of wood are available?


Currently the following types of wood are available: Men’s watches: Smoked oak and cherry Ladies’ watches: Walnut, maple and smoked oak




How long are the straps?


The straps lengths are individual and vary from model to model.
You will find more detailed information in the respective product description.





Wood Cases

Is it real wood?


All our wooden components are 100%-real wood.
So are all dials of the clocks, as well as all mobile phone cases made of real wood veneer of the according type of wood.




Is it genuine leather and real felt?


The inner material used in the folding cases is artificial leather.
The felt is made of natural sheep's wool.




How are the mobile phone cases packed?


All mobile phone cases are lovingly packed in a linen bag.




Does the case interfere with my cell phone reception?


During years of use of our cases, we and our customers have noticed no impairment of the network connection.





Payment

What payment options are there?


We offer the following payment options: 1. Payment in advance, by bank transfer (The delivery time begins after receipt of payment). Please transfer the amount for your order to: Name: Timber-Jack, St-Ulrich-Str. 26 , 78315 Radolfzell, Germany IBAN: DE19 6927 0024 0076 2070 00 BIC: DEUTDEDB692 Purpose: Name of the customer + Order number The goods are immediately prepared for you, produced and shipped to you, when payment is received. With the receipt of money, the delivery time mentioned with the product begins. When the goods are shipped, you will receive a shipping confirmation. If you are in a hurry, please use PayPal or credit card payment, here the delivery time starts immediately. 2. Pay with PayPal directly in the shopping cart (delivery time starts immediately). We do not charge any commission for the use of PayPal. 3. Pay by credit card, Mastercard and Visa (delivery time starts immediately).




Refund of the amount on return


As soon as your return has arrived, and the goods have been checked for function and new value, we will refund the amount. Depending on the payment method, the credit will be credited to your account, to PayPal or your credit card. The refund usually takes place a few days after receipt of the return shipment.




Privacy & Revocation


-We value privacy. All your personal data and information will be sent encrypted to us. Read our detailed privacy policy here. - You can cancel your purchase within the deadline without giving any reason. Read our detailed cancellation policy here.





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* All prices incl. VAT plus shipping and possibly customs fees for deliveries outside the EU.

Free delivery on all orders over 50€ in the EU.