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FAQ

ORDER QUESTIONS

How can I tell if my order was successful? The answer
How can I check if my order has been shipped? The answer

WARRANTY AND REPAIR QUESTIONS

How long is the warranty, and what does it cover? The answer
What should I do in case of a warranty claim? The answer
What should I do if my order is damaged or faulty? The answer
I caused the damage myself. How can I get it repaired? The answer
What will the repair cost me outside of the warranty? The answer

RETURN QUESTIONS

How does the return process work? The answer
Can I cancel my order directly? The answer
When will I receive my refund in case of a return? The answer

WATCH QUESTIONS

What watch movements are used? The answer
What is the difference between a quartz movement and an automatic movement? The answer
What can a chronograph do exactly? The answer
Why isn't the second hand of my chronograph running? The answer
What is sapphire glass, and what does sapphire-coated mineral glass mean? The answer
Up to what pressure are Lilienthal Berlin watches water-resistant? The answer
How long does the battery last? The answer
How can I change the battery? The answer
How does Superluminova work? The answer

STRAP QUESTIONS

How do I find the right strap for my watch? The answer
How do I change the strap? The answer
How do I adjust the length of the mesh strap? The answer
How do I adjust the length of the metal strap? The answer

COLLABORATION QUESTIONS

I'd like to work for your company. Do you have any job openings? The answer
Can you create a custom watch for me or my company? The answer
I have a social media channel and can promote you extensively. Interested in a collaboration? The answer

 

How can I tell if my order was successful?

Once your order is complete, we will send you a confirmation email. If you haven't heard from us within 24 hours, please also check your spam folder. If you still haven't received anything, please contact our customer service. You can reach us via email at service@lilienthal-berlin.com or by phone from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

How can I check if my order has been shipped?

You will receive a shipping confirmation via email. It will include a tracking link that you can use to monitor the status of your delivery.

How long is the warranty, and what does it cover?

We offer a 2-year manufacturer's warranty from the date of purchase for material and manufacturing defects. The warranty covers functionality and flawless craftsmanship. It does not cover wear and tear or damage caused by accidents or improper use. For our watches, battery issues, scratches, and glass breakage are also excluded from the warranty. Within the warranty period, manufacturing defects will be repaired free of charge. If something cannot be repaired, we offer a replacement with a comparable model. We do not assume liability for incidental or consequential damages.

What should I do in case of a warranty claim?

Simply use our returns portal. There, you can generate a return label to send the package back to us free of charge. We will take care of the rest.

What should I do if my order is damaged or faulty?

Our customer service will assist you with any issues. You can reach us via email at service@lilienthal-berlin.com or by phone from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

I caused the damage myself. How can I get it repaired?

Although it isn't covered under warranty, we'll help get it repaired! It's best to send us an email at service@lilienthal-berlin.com or you just call us. We´re available from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

What will the repair cost me outside of the warranty?

The cost depends on the extent of the damage. Therefore, we cannot provide a flat-rate estimate. So just ask our customer service! You can reach us via email at service@lilienthal-berlin.com or by phone from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

How does the return process work?

You have a 14-day return policy, and you can return your order to us without specifying a reason. Please note that the product must be in new condition for a return. To process the return, please use our returns portal

Can I cancel my order directly?

As long as the shipment is not yet on its way (i.e., if you haven't received an order confirmation), you can simply contact our customer service. We will take care of canceling the order.
You can reach us via email at service@lilienthal-berlin.com or by phone from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

When will I receive my refund in case of a return?

In most cases, you should have the refund in your account within 3 to 7 business days after we receive your return.

What watch movements are used?

You can find this information on the product page of your watch under "Technical Details."

What is the difference between a quartz movement and an automatic movement?

Quartz movements are powered by a battery and are very precise, running as long as there is energy in the battery. Automatic movements, on the other hand, rely on kinetic energy from wearing the watch or winding it manually. An automatic watch is a collector's item due to its craftsmanship.

What can a chronograph do exactly?

A chronograph is a watch with an integrated stopwatch function. Depending on the model, it may have hands for measuring seconds and minutes or even tenths of a second, seconds, and minutes. You can find information about the specific chronograph functions on the product page and in the instruction manual.

Why isn't the second hand of my chronograph running?

It's possible there's a misunderstanding. In some models, the slender, long hand is not the regular second hand of the watch but belongs to the stopwatch function. The seconds display for these models is on the small sub-dial.

What is sapphire glass, and what does sapphire-coated mineral glass mean?

Pure sapphire glass, often found in high-end luxury watches, offers the highest scratch resistance. It provides optimal protection against scratches. Sapphire-coated mineral glass means that a regular watch glass has been reinforced with a fine layer of sapphire glass, providing high scratch resistance as well.

Up to what pressure are Lilienthal Berlin watches water-resistant?

You can find this information on the product page of your watch under "Technical Details."

How long does the battery last?

This varies from model to model, but with a new battery, it should last at least 1-1.5 years.

How can I change the battery?

It's best to have professionals handle this. Watch specialists can do it quickly.

How does Superluminova work?

Superluminova is a special substance that glows in the dark after being exposed to light. It needs to be charged with light to glow. The brightness and duration of the glow depend on several factors, including the duration of exposure to light. Bright LED light, for example, works better than natural light on a cloudy day. The angle also matters; the watch charges less when it's moving on your wrist compared to when it's directly under a light source.

How do I find the right strap for my watch?

You can find that on our strap page!

 How do I change the strap?

On the back of both halves, you will find a small pin. Push it gently inwards to easily remove the strap. If you want to attach a replacement strap, simply reverse the process.

How do I adjust the length of the mesh strap?

You'll need a pointed object for this. If you have one handy, place the watch in front of you. Insert the object, coming from above, into the small square hole in the clasp at the bottom end of the band. Then, you can open the clasp like a lever. Now you can slide the clasp up towards the watch to make the band shorter or down to make it longer. Once it fits, you can simply close the clasp securely.

How do I adjust the length of the metal strap?

Leave that to the professionals! With the proper tools, a watch specialist can do it quickly, and your watch won't be damaged. If the strap is too short for you, we can send you additional links. You can reach us via email at service@lilienthal-berlin.com or by phone from Monday to Friday, between 9 and 11.30 AM EST, at (215) 366-0074.

I'd like to work for your company. Do you have any job openings?

Let's see! We welcome every unsolicited application at jobs@lilienthal.berlin.

Can you create a custom watch for me or my company?

Nothing is impossible! Check out our corporate gifting page!

I have a social media channel and can promote you extensively. Interested in a collaboration?

Absolutely! In that case, you can contact our social media experts directly at socialmedia@lilienthal.berlin.

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