Due to COVID-19, please expect a small delay in our customer service and delivery of goods. We ask for your understanding.

FAQ

PLACING ORDERS

How will I receive an order confirmation and tracking number?

You will be notified by e-mail with your order confirmation and tracking number once your order has shipped. Please check your email spam folder if you do not see it in your regular inbox.

What are the shipping rates?

All orders ship FREE to United Kingdom using GLS.

Do you ship internationally? 

Purchases made through www.luminox.co.uk only ship to customers located within United Kingdom, not to any other countries.

How quickly will my order ship?

The items are sent to the delivery address provided with your order. The delivery is made within 5 to 6 business days after the date of the order, unless something different was expressly agreed at the time the order was submitted.
If we are not able to ship the items you ordered within 30 days of the order date confirmed by us, you can cancel your order free of change have the right to a full refund. For subscription models/pre-orders, the waiting period may be longer than that given in our General Terms and conditions. At the moment the item is received, you are obligated to check the shipment for completeness and correctness. Missing, broken or damaged products must be reported to us in writing immediately after delivery.

How do I change or cancel my order?

You can contact our customer service by phone at +41 58 666 88 33 or by using the contact form as soon as possible to change or cancel your order.

RETURNS OR EXCHANGES

 What do I do if I receive the wrong item or a defective item?

If you have received the wrong item or a defective item, please contact our customer service by phone at +41 58 666 88 33 or by using our contact form within 14 business days of receiving the item. We will work with you to switch or replace the product you received. 
Luminox will not accept responsibility for returns/exchanges lost or stolen in transit to our Return Center, so please ship insured and track your package. 

    How do I return or exchange my watch? 

    As a customer, you have the right to cancel your agreement to the contract in writing (e.g. letter, email, fax), or by sending back the item, without giving reasons within 14 days of receiving the item. The cancellation period begins on the day the item is received by the recipient. The timely sending of the cancellation or the item itself is sufficient to comply with the deadline. The customer bears the cost of the return of the items. The cancellation declaration can be sent by post or email to the following address:

    Burton McCall Ltd Warehouse
    Watch Dept.
    Conqueror House
    Hastings Road
    Leicester LE5 0HU
    United Kingdom
    Email: webshop@luminox.com

    For returned items, the customer bears the burden of proof.

    If you have canceled the contract, you must return or hand over the items (including any other items which were included in the shipment) immediately, undamaged and together with the receipt, within fourteen days at the latest from the day on which you notified us of the cancellation. The deadline has been observed if you have sent the items before the end of the fourteen-day period. If you cancel the contract and the return the items, we will refund to you the price paid within 14 days from the day on which we receive the returned items and by the same means which you used to pay. If not all of the items contained in the shipment are returned, or if the watch is not in its original condition (i.e. it was used or damaged beyond what was necessary to check its quality or functionality), we have the right to deduct the cost of the missing items or the replacement of the damaged parts from the reimbursement.

    This right of cancellation does not apply to contracts for the delivery of goods which are not per-fabricated or the manufacture of which includes a significant individual selection or determination by the consumer or which has been clearly adapted to the personal needs of the consumer.

      WARRANTY & SERVICES

       What does the warranty cover?

      Your watch is warranted for 2 years from the date of purchase from an authorized Luminox retailer against any and all manufacturer's defects. Any damage to the watch resulting from normal or extreme use is not covered under the original manufacturer's warranty. Items not covered by the original warranty are the battery, crystal, band, stem and crown, or any damage from normal, extreme, or inappropriate use.
      Please consult your warranty card and booklet received from your retailer. When returning your watch to an official service center, please include the warranty card which must show the store where bought, date of purchase and stamp of the store in order to be a valid warranty card.
      Watches not bought from an authorized Luminox retailer, therefore to be considered grey market store, may make your warranty void and you might be asked to pay even if the repair usually would be covered by the warranty.

      How long is the lifetime of my watch battery?

       A battery life varies usually from 2 to 3 years depending on the type of watch, its dimensions and the amount of energy required by the different functions. For instance, a chronograph will have a higher energy consumption than a watch indicating the hours and minutes only. 

        How frequently should my Luminox be serviced?

        Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work perfectly. We cannot indicate the intervals for such servicing, given that it depends entirely on the model, climate and the care taken by the watch’s owner. As a general rule, it is between 3 and 4 years, depending on the usage of the watch.

          What does the Luminox warranty cover?

           Any malfunction in materials and workmanship during the warranty period of your watch will be repaired free of charge with the presentation of the warranty certificate and timepiece. Any damage resulting from inappropriate use is excluded from the warranty, as is the battery, crystal, and wear to the case and strap or bracelet.

          REPAIRS & SERVICE

          Where can I send my watch for repair?

          Locker, Hull & Thorton 10 High View Close, Vantage Business Park

          Hamilton
          Leicester LE4 9LJ, All
          United Kingdom
          Phone: +44 1664 420003
          Email: luminox@lockerhullthornton.com

          *If you are located in a different country, please check your nearest service center on our store locator.

          TECHNICAL QUESTIONS

           How long is lifetime of my watch battery?

           A battery life varies usually from two to ten years depending on the type of the watch, dimensions and capacity of the battery, the size and weight of hands, and the amount of energy required by the different functions of the movement. For instance, a chronograph will have a higher energy consumption than a watch indicating the hours and minutes only.
          Some Luminox watches feature an end of life indicator: Once the second hands starts moving in 4-seconds intervals, it is time to have the battery replaced by a Luminox qualified watchmaker. However, even in the 4 seconds interval, your watch will continue to run for one to three weeks before stopping. Please note that the battery is not covered by the original warranty.

          What does water resistant mean?

          Luminox watches are water resistant from 100 – 500 meters, as indicated on the case back.
          The water resistance rating of a watch does not take into account the ability of the watch to STAY water resistant as it ages. Please be aware that temperature fluctuations and external influences, for example due to solvents, cosmetics, dust or shocks, caused by impacts or sudden movements, can fundamentally affect water-resistance. Often a watch gets hit by a shock onto the crown or crystal without leaving visible marks, but the internal parts could become damaged and the watch will no longer be water resistant. You also need to consider that seals and sealing systems in particular are subject to wear and tear and natural ageing, e.g gaskets at the crystal, crown and case back.
          Please also note that not all straps or bracelets are suitable for use in or under water. Furthermore, with exception of the turning bezel, the moving parts of the watch (crown, buttons etc.) should not be operated under water. Before wearing the watch in or under water, you should also make sure that all moving parts are in their rest position, especially the screw-on crown must be firmly tight. After use in or under water, your watch should be rinsed with clear fresh water and then cleaned and dried.
          Do not under any circumstances open the watch by yourself. The water resistance should be tested regularly, and at least annually, by an official Luminox agent.
          Typically water-resistant watches are usually tested for water-resistance on the basis of international standards ISO 2281, and only especially constructed diver's watches (like Luminox series 1500) undergo much tougher testing procedures on the basis of international standard ISO 6425.. Our minimum water resistance recommendations are as follows for the following activities in water environments:
          splashing 3 ATM (30 meters)water surface activities 5 ATM (50 meters)swimming/snorkelling 10 ATM (100 meters)diving 20 ATM (200 meters), for your safety screwed in crown is recommended deep diving special testing procedure required according to ISO 6425

          What is the accuracy of my Luminox watch?

           Quartz movement:
          The typical tolerance of a quartz movement has got variations of between -05. and +0.7 seconds per day. External influences like shocks or sudden change of temperature may affect the precision of quartz movements.
          Mechanical movement:
          The accuracy of the watch depends on the movement and on the individual habits of the wearer and can therefore vary. The average precision tolerances are between -10/+40 seconds per day.

          Can I wear my Luminox watch if I am allergic to Nickel?

          The materials used by Luminox are subjected to severe tests in order to avoid allergies. For those who are hyper-sensitive to stainless steel we recommend that you buy a watch made of titanium or plastic.

          What is the lifetime of my leather strap? 

          Depending on use and wear and tear, lifetime is typically from 6 to 18 months. Please take hygienic issue into consideration, as your leather strap is exposed daily to your natural sweat, as well as bacteria and dirt. Also from this point of view, a change of strap is recommended every 18 months at least.

          How does the Luminox Light Technology work?

          The Luminox illumination glass tubes, called LLT (LLT = Luminox Light Technology) inside your watch are calculated to glow up to 25 years, with a guarantee to glow 10 years as of date of purchase, except when exposed to strong shocks on the watch. Luminox – Always Visible.
          Luminox watches offer a constant glow for up to 25 years, even in total darkness. Each Luminox watch employs tiny self-powered micro gas light tubes. These micro gas lights (borosilicate glass capsules) are installed in the hands, hour markers o the dial, and where applicable, into the bezels of our watches. These light tubes are safe to humans and environment.
          Luminox watches need no external light source to “charge” the paint on the dial or hands in order to glow as do conventional luminous watches. Nor do they require a push of a button to light the dial as do watches with electro luminescence and therefore do not consume any battery power.

          Is it normal for a Watch Crystal to fog up?

          Luminox watches are produced in a clean room with a controlled relative air humidity of 45% to avoid condensation. However, under certain circumstances condensation can build up on the inside of the watch due to natural humidity.
          This can happen if the watch is exposed to extremes of heat and cold in quick succession, e.g.
          Exposed to the hot sun and then worn while swimming or in a cold shower, or falling while skiing and exposing the crystal to ice cold snow. As long as the fog is NOT caused by a leak due to shock or damage to the watch, the fog will dissipate when the watch is in a normal climate again.
          If the does not disappear within 2 to 3 minutes in a normal temperature, send the watch to an authorized service center to address shock or damaged gaskets which can cause the loss of water resistance.

          ADDITIONAL INFORMATION

          How can I find out where to buy a Luminox watch or new bands/bracelets?

          Please check the store locator to find authorized retailers in your country.

          Which individuals and organizations carry Luminox watches?

           

          • Bear Grylls
          • U.S. Navy SEALs
          • Icelandic Association for Search and Rescue
          • Sea Wolves Unlimited and Undersea Voyager Project
          • Lockheed Martin
          • Heliswiss
          • U.S. Air Force F-117 Nighthawk Stealth Jet Pilots
          • Federal Bureau of Investigation (FBI)
          • U.S. Coast Guard
          • U.S. Secret Service
          • U.S. Border Patrol
          • U.S. Marshals Service
          • U.S. Underwater Demolition Teams (UDT)
          • San Francisco SWAT
          • San Diego SWAT
          • Las Vegas SWAT
          • U.S. Air Force Combat Control
          • Texas Parks & Wildlife
          • Texas Rangers
          • Royal Thai Police Sea Dragon Frogmen
          • Ventura County Sheriff
          • Royal Canadian Mounted Police (RCMP)
          • Luftrettung Christoph 2 Germany
          • Austrian Military Police
          • NATO Tigers 313 QN squadron, Netherlands
          • The Royal Dutch Armed Forces
          • Singapore Air Force
          • Nordseetaucher Tunnel construction divers
          • Special Military Forces Israel
          • KOPASSUS - Indonesia Special Forces
          • DENSUS 88 - Detachment 88 (Special Forces Indonesian counter-terrorism squad)
          • GEGANA - Indonesia Special Police Forces
          • KOPASKA - Indonesia Naval Special Warfare
          • Barcelona Police Department
          • Puigcerda Fire Department, Spain
          • Bondi Lifeguards, Australia

           ... and many other Law Enforcement Groups, Police and Fire Departments, and other elite forces around the globe.

          Where can I obtain a Luminox catalogue?

          Every official Luminox representative will be glad to provide you with a catalog. You can also download the PDF Version under Product Catalog 2020.

          Where can I obtain an instruction manual? 

          Please download it under Manuals on this website.