We're giving you an extra 5€ with the code: LB5
We're giving you an extra 5€ with the code: LB5

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

SUNGLASSES QUESTIONS

What is the sun protection factor (SPF) of the sunglasses? The answer
Can I have prescription lenses installed in the sunglasses? The answer
What is the advantage of polarized lenses? The answer
How should I clean my sunglasses? The answer

BAG QUESTIONS

What material are the bags made of exactly? The answer
How much storage space do the bags offer? The answer
Are the bags waterproof? The answer
How do I clean my bag? The answer

WALLET QUESTIONS

What material are the wallets made of exactly? The answer
What does "vegetable-tanned leather" mean? The answer/
How many cards can fit in the wallets? The answer

Where is the coin compartment? 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

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. It's best to send us an email at service@lilienthal.berlin.

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

We'll take care of it! It's best to send us an email at service@lilienthal.berlin. We will discuss the next steps with you.

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. It's best to send us an email at service@lilienthal.berlin.

How does the return process work?

You have a 30-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. We charge a return fee of 21.49 euros, which we deduct from the refundable purchase price. If you purchased your item on an invoice basis, please transfer the 21.49 euros to us. You can find our bank details on the invoice. By foregoing free returns, we aim to be environmentally conscious by raising awareness about delivery routes and minimizing unnecessary returns.

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.

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. Please note that we deduct the 21.49 euros return fee from the refunded amount.

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 by email at service@lilienthal.berlin. Alternatively, you can send the strap to us for shortening or lengthening using our returns portal.

What is the sun protection factor (SPF) of the sunglasses?

100% - we don't compromise on that.

Can I have prescription lenses installed in the sunglasses?

It's possible with some models, but it may be more complicated with others. However, it is always possible. Keep in mind that some major chains prefer not to work with glasses they did not sell themselves.

What is the advantage of polarized lenses?

Polarized lenses absorb reflections and so-called scattered light. This results in clearer vision, more vibrant colors, and improved perception of light-dark contrasts.

How should I clean my sunglasses?

It's best to use a microfiber cloth. For more stubborn stains, you can use a bit of water. However, it's best to avoid using soapy cleaning agents!

What material are the bags made of exactly?

You can find this information directly on the product page, along with details about climate neutrality and certifications.

How much storage space do the bags offer?

That depends on the model. You can find the volume and precise dimensions on the respective product page.

Are the bags waterproof?

The material is water-resistant, but that doesn't mean the bags are 100% waterproof. They can handle getting wet, but you should still be cautious during heavy rain.

How do I clean my bag?

You can easily remove stains and dirt with a damp cloth. Please do not put the bag in the washing machine or dry cleaner, and definitely do not iron it!

What material are the wallets made of exactly?

You can find this information directly on the product page, along with details about climate neutrality and certifications.

What does "vegetable-tanned leather" mean?

It means that only plant extracts, rather than aggressive chemicals or heavy metals, are used to make the leather firm, durable, and supple. This is much better for the environment and preserves the natural character of the leather.

How many cards can fit in the wallets?

You can see how many card slots each wallet has on the product page.

Where is the coin compartment?

For the Bifold wallet, we intentionally concealed it and integrated it into the back of the bill compartment. The Cardholder wallet does not have a coin compartment.

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! Feel free to send us an email at coops@lilienthal.berlin, and we'll see what we can develop together! We look forward to your message.

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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