Contact information
Contact Us
We are a small, dedicated team, and every message is read and answered by a person. Whether you have a question about a movement, need help choosing between two references, or want to check on an order already on its way, we are glad to hear from you.
Hours and Response Times
| Customer service hours | Monday to Friday, 9:00 a.m. – 6:00 p.m. (WET/WEST) |
| Typical response time | 24 to 48 business hours |
| Weekends and holidays | Messages received are answered on the next business day |
| Preferred contact method | E-mail, so that we have a written record of your request |
If you have not heard from us within 48 business hours, please check your spam or promotions folder before writing again — our replies occasionally land there. Adding help@northavencompany.com to your contacts helps ensure our messages reach you.
What to Include in Your Message
To resolve your request in a single reply rather than several, please include as much of the following as applies:
- Your order number — it begins with a hash symbol and appears in your order confirmation e-mail;
- The e-mail address used at checkout, if different from the one you are writing from;
- The full name of the Product or the reference shown on the product page;
- Clear photographs or a short video, if your message concerns damage, a fault or an incorrect item — including the outer packaging and shipping label where the parcel arrived damaged; and
- A brief description of the outcome you are looking for, such as a replacement, a repair or a refund.
Before You Write — Quick Answers
Many questions are answered faster by our policies than by waiting for a reply. Here is where to look first:
| Your question | Where to find the answer |
|---|---|
| Where is my order? | Use the tracking link in your shipping confirmation e-mail. Tracking can take 3–7 business days to activate, and gaps between scans are normal on international routes. See our Shipping Policy. |
| How long will delivery take? | 8 to 30 business days from the date your order is processed, plus 1–3 business days of processing. See our Shipping Policy. |
| Can I return or exchange this? | Returns may be requested within 30 days of delivery, unworn and complete. Contact us first for a Return Authorisation — do not send anything back without one. See our Refund & Return Policy. |
| My watch has a fault | Our Limited Warranty covers defects in materials and workmanship for 12 months from delivery. Write to us with your order number and photographs. See the Terms of Service, Section 13. |
| My parcel arrived damaged, or never arrived | Contact us within 7 days of delivery or of the last tracking update, keeping all packaging. See our Shipping Policy, Section 11. |
| I need to change my address or cancel | Write to us immediately with your order number. Changes are usually possible only before dispatch. See our Shipping Policy, Sections 6 and 15. |
| Will I pay customs or import duties? | Shipping within the United States is free with no additional charges. International orders may incur duties payable by the recipient. See our Shipping Policy, Section 13. |
| Privacy request or data deletion | Write to us with the subject line "Privacy Request". See our Privacy Policy for the full procedure and your rights. |
| Unsubscribe from marketing | Use the unsubscribe link at the bottom of any marketing e-mail, or reply STOP to a text message. You will still receive order updates. |
A note on payment disputes. If something has gone wrong with your order, please give us the chance to put it right before contacting your bank. Writing to us is almost always faster than a chargeback, which can take your bank several weeks to resolve. We answer every message and we want you to be satisfied with your purchase.
Other Enquiries
- Pre-purchase advice. Unsure about case size, strap fit, movement type or water resistance? Tell us your wrist measurement and how you plan to wear the watch, and we will give you an honest recommendation — including telling you when a piece is not the right fit.
- Corporate and gift orders. For multiple units or a corporate gifting programme, write to us with the quantity and the date you need them by.
- Press and partnerships. Media enquiries and collaboration proposals are welcome at the same address; please include "Press" or "Partnership" in the subject line.
- Accessibility. If you have difficulty using any part of our website, or need information in an alternative format, tell us and we will help you complete your purchase by another reasonable means, free of charge.
Company Details
Northaven Company
Registered legal entity: RONDINELLI PATRIX SILVA TOLEDO
Registered address: 11 Fernando Maurício Street, Lisbon, Lisbon 1950-447, Portugal
E-mail: help@northavencompany.com
Website: northavencompany.com
Northaven Company is an online retailer only. The address above is our registered business address for legal and correspondence purposes — it is not a shop, showroom or returns address, and it does not accept visitors or walk-in collections.
Please do not send returns to the address above. Returns must be authorised in advance, and the correct return address is provided with your Return Authorisation. Items sent back without authorisation may be refused or may not be refundable.
Our Policies
The following policies govern your purchase and are available in the footer of every page of our store:
- Privacy Policy — what personal information we collect, how we use it, and your rights;
- Terms of Service — the terms on which we sell to you, including warranty and dispute resolution;
- Shipping Policy — processing, delivery times, tracking, customs and lost or damaged parcels;
- Refund & Return Policy — how to return an item, timeframes and refund processing.
Still have a question?
Include your order number and we will come back to you within 24–48 business hours.