FAQs

Below are some common questions. Don't hesitate to contact us if you're unsure about anything.

How do I set the time on my watch?

To set the time on your watch, simply pull out the crown and turn clockwise to move the minute and hour hands. When the correct time is set, push the crown back in to start the watch.


What size are anOrdain watch cases?

Model 1: diameter: 38mm, lug to lug: 46mm
Model 2: diameter: 36mm, lug to lug: 43mm


What width are the watch straps?

The straps for the Model 1 and Model 2 are 18mm at the point where they join the watch (lugs) and some taper to 16mm at the buckle.


How do I know my strap size?

To find out your strap size, please reference our Fitting Guide.


How do I install/remove my strap?

Our leather straps use quick release spring-bars to make it easier and faster to change straps. To remove, turn the watch so it is face down. Using your thumbnail, pull back the small metal pin protruding through the hole at the end of the strap. Once this is depressed, the strap can be removed. To install, place the end of the spring-bar furthest from the pin into the lug hole, depress the pin and place the other end of the bar in the other lug hole, and release the pin.


How long should my strap last?

Leather is a natural material and longevity will depend on what it’s subjected to; if it’s worn constantly in hot humid (sweaty) conditions it’s life will be shorter than if it’s worn infrequently in colder climates. Suede will not last as long as most bovine leathers, which will in turn generally be outlived by Shell Cordovan. Wiping down with a damp cloth occasionally, and avoiding saltwater will help maintain your strap, as will the application of a good leather balm. As a very general rule, a well worn strap will last between one and four years.


What does 5ATM mean?

ATM, put simply, is an abbreviation for atmospheres. It is the unit by which a watch’s water-resistance is measured. All of our watches are 5ATM. (This means that your watch will withstand the equivalent of light rainfall. We do not recommend wearing your watch where it may come into direct contact with water.)


I have lost my proof of purchase. Can I still send my watch to you for a service?

Yes, we keep a record of serial numbers and ownership details.


Where should I place or store my watch while not wearing it?

Your watch may have been regulated by us (it’ll have been part of the discussion during build) to be optimised to be kept in a certain position at night - ‘dial up’, ‘crown up’ etc. If this isn’t the case, then we advise the watch is kept in whichever position you prefer, as long as it’s in a safe place!
We advise against the use of an automatic watch winder. In terms of service intervals and wear-and-tear, an automatic winder is akin to keeping your car running on a rolling-road rather than switched off in the garage at night.


What if I experience an allergic reaction?

Please do get in touch. All our straps are antiallergenic and our cases and buckles are stainless steel so there shouldn’t be any allergic reactions.


How long will it take to receive my order?

As we manufacture and assemble in-house, and have a limited production capacity, your order may take some time to prepare. When an order is placed, we will email with details of your order's progress and an estimated delivery-time.

Contact us if you would like to enquire regarding our current production lead-time.


How much does shipping cost?

We provide free worldwide shipping.


How can I track my order?

Orders will be dispatched as soon as complete and are sent using UPS.


Was I charged VAT or Duty Fees on my purchase?

Our watches are priced inclusive of VAT charges only where applicable. This means that any purchase made outside of the UK will not be charged VAT.

Import Duty Fees are not added by us, they are dependent on the country you’re in and will be charged by customs if the order incurs duty. This depends on your country's specific rates, so please check or ask us before ordering if you’re not sure.


How will my watch arrive?

All of our watches are cushioned in beautiful leather travel cases which are hand-made in Germany using leather sourced by us from a small tannery near Florence, suede internal linings and YKK zips. We then enclose the case within a card box, made by the London company, W McCarthy & Sons (5th generation and 130 years old!).

The tissue paper that envelopes the outer box is patterned with the cartography of the Ordnance Survey maps from around Loch an Ordain in the Scottish Highlands and is made in Scotland by Arjowiggins.

We then place your order in an unmarked box and dispatch it via UPS. The name ‘AN ORDAIN LTD’ is present on the label if you look closely, so do keep this in mind if ordering as a gift.


Can I change or cancel my order once it has been placed?

Once you have placed your order, you will receive an email confirmation from one of our team who will double check your order specifications. If you wish to change your order in any way, you may do so in response to the confirmation email.


I have received a broken/wrong order. Who do I contact?

If you have received an incorrect order, or your order arrives broken, then please contact hell@anordain.com.

Read our full Returns Policy here


Do you provide a gift-wrapping service?

All of our watches arrive to you already beautifully packaged. For more details, please see ‘How will my watch arrive’ listed above.


Can I change my shipping address after placing my order?

If you have made an error with your shipping address please contact us at hell@anordain.com and let us know.


Where do you ship from?

If you have purchased your watch from our website, your watch will be shipped directly from our studio in Glasgow.


Can I get my watch engraved?

Yes, we offer free custom engravings on every watch. Once you have chosen your watch, simply click on the edit button on the product page and select the type of engraving you want. We offer topographical and textual engravings. We use a mechanical engraving machine here in the workshop, it gives a beautifully deep cut as you’d find on vintage engravings, and takes a lot more skill and time to use compared to a laser.


Can I change my engraving once I have placed my order?

Once you have placed your order, you will receive an email confirmation from one of our team who will double check your order specifications, including any engraving requests. If you wish to change your order in any way, you may do so in response to the confirmation email.

If you forget to select an engraving at the time of your order, you can email us at hello@anordain.com to subsequently request one, as long as the request is made in due time.


I have lost my receipt/proof of purchase? Is the warranty void?

If you’ve ordered from us directly then we will have your order details, and if it was from a retailer, please contact them for a copy of your receipt.


My watch is now outside of its warranty. Can I still send it to you for servicing?

We would recommend that you have the watch serviced with us, so please do.


Is my warranty void if I take my watch to a local jeweller for a service?

If the watch shows signs of external influence or intervention by unauthorised persons, such as improper repair, this will invalidate the warranty.

Read our Warranty Terms & Conditions here


Are anOrdain products available in-store?

UK:
James Porter & Sons

International:
The Armoury Hong Kong / New York,
MoMA, New York


Can I visit the studio?

Unfortunately, due to Covid, the studio is not currently open to visitors.

Outwith pandemics, however, you are more than welcome to visit the studio. Our opening hours are Monday to Friday, 9.00am - 5.00pm.

You can find us at:
anOrdain Limited
White Studios
62 Templeton Street
Glasgow
G40 1DA
United Kingdom




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