Contact information
Contact Information
Effective Date: September 2, 2026
Last Updated: September 2, 2026
1. Get in Touch
We are here to help with anything relating to your order, our timepieces, or your experience with Northaven. Every inquiry is read and answered by our customer care team.
Email: support@northavenwatches.com
Email is our primary and fastest support channel. We aim to respond to all inquiries within one to two (1–2) business days. During major sale periods and holiday seasons, response times may extend slightly, and we appreciate your patience.
2. Business Details
Northaven is a registered trading operation. Our legal and administrative details are set out below.
| Store name | Northaven |
| Legal operator | RONDINELLI PATRIX SILVA TOLEDO |
| Registered address | 11 Fernando Maurício Street, Lisbon, Lisbon 1950-447, Portugal |
| Customer support email | support@northavenwatches.com |
| Support hours | Monday to Friday, 9:00 AM – 6:00 PM (WET/WEST, Lisbon time), excluding public holidays |
| Response time | 1–2 business days |
Please note that our registered address is an administrative office and is not a returns address and not open to the public. Do not send any product to this address without first obtaining a return authorization and a return address from our support team. Items sent without authorization may not be received, processed, or refunded.
3. How to Reach Us Efficiently
To help us resolve your inquiry on the first reply, please include the following where applicable:
- Your order number (found in your order confirmation email);
- The email address used at checkout;
- A clear description of your question or issue;
- For product concerns, clear photographs showing the item and, where relevant, the packaging and shipping label;
- For delivery concerns, the tracking number and the last status shown by the carrier.
4. What We Can Help With
| Topic | What to send us |
|---|---|
| Order status and tracking | Order number and tracking number. Please allow 3–7 business days after dispatch for the first tracking scan. |
| Order changes or cancellation | Order number, sent as early as possible. Changes are only possible before an order enters fulfillment. |
| Shipping and customs questions | Order number and destination address. See our Shipping Policy for duties, delivery times, and carrier claims. |
| Returns and refunds | Order number and reason for return. Return authorization must be obtained before shipping anything back. |
| Warranty and repairs | Order number, description of the fault, and photographs or a short video showing the issue. |
| Damaged or incorrect items | Order number and photographs, sent within 48 hours of delivery. |
| Product questions before buying | The product name or link, and the details you would like clarified. |
| Privacy requests | Subject line "Privacy Request," stating your state of residence and the right you wish to exercise. See our Privacy Policy. |
| Press, partnerships, and wholesale | A brief outline of your proposal and your company details. |
5. Support Hours and Time Zone
Our team operates from Lisbon, Portugal (WET/WEST). Lisbon time is generally five hours ahead of United States Eastern Time and eight hours ahead of Pacific Time, though the exact difference varies during daylight saving transitions.
Messages received outside our support hours, on weekends, or on Portuguese public holidays will be answered on the next business day. If you have not received a reply within three (3) business days, please check your spam or promotions folder before sending a follow-up.
6. Returns Address
Do not return any item to our registered address. Return instructions, including the correct return address, are issued individually by our support team once a return has been authorized.
To request authorization, email support@northavenwatches.com with your order number and the reason for the return. Full conditions are set out in our Refund Policy.
7. Reporting a Problem
If you believe you have received a communication, invoice, or website purporting to be from Northaven that you suspect is fraudulent, please forward it to support@northavenwatches.com. We will never ask you for your full payment card number, your card security code, or your account password by email.
8. Escalation
If you are not satisfied with the outcome of an inquiry, reply to the same email thread and ask for your case to be escalated for senior review. Please include your original order number and a summary of what has been discussed. We will provide a considered response within five (5) business days.
9. Our Policies
For complete information on how we operate, please consult:
- Privacy Policy — how we collect, use, and protect your personal information
- Terms of Service — the terms governing your purchase and use of our website
- Shipping Policy — processing times, delivery estimates, customs, and carrier claims
- Refund Policy — returns, exchanges, and refunds
Northaven
Operated by RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Maurício Street
Lisbon, Lisbon 1950-447, Portugal
Email: support@northavenwatches.com