Contact information
Contact Information
Last updated: September 15, 2026
How to Reach Us
Every message sent to Northaven is read and answered by our customer care team. Email is the fastest way to reach us and gives you a written record of your request.
Email: help@northavencompany.com
Customer care is available Monday through Friday, excluding public holidays. We reply to all inquiries within 2 business days, and usually much sooner. Messages received on a weekend or holiday are answered on the next business day.
What to Include in Your Message
Including the following details in your first email allows us to resolve most requests in a single reply:
- Your order number, if your message concerns an existing order.
- The full name and email address used at checkout.
- A clear description of your question or the issue you are experiencing.
- Photographs of the timepiece, the authenticity tag, and the shipping packaging, for any damage, defect, or return request.
Where to Send Specific Requests
All requests go to the same address. Using the subject line below helps us route your message to the right person immediately.
| Your request | Subject line | Response time |
|---|---|---|
| Questions before ordering | Product Inquiry | 2 business days |
| Order status and tracking | Order Status | 2 business days |
| Canceling an order | Cancel Order | 1 business day |
| Correcting a shipping address | Address Correction | 1 business day |
| Returns and exchanges | Return Request | 2 business days |
| Damaged, defective, or incorrect items | Damaged Item | 1 business day |
| Warranty claims | Warranty Claim | 2 business days |
| Privacy and data requests | Privacy Request | Acknowledged in 10 business days |
| Press, partnerships, and wholesale | Partnership | 5 business days |
| Legal and copyright notices | Legal Notice | 5 business days |
Business Details
Northaven is a trading name of the business identified below, which is the seller of record for all orders placed through this store and the data controller for personal information collected through it.
Store name: Northaven
Registered business: RONDINELLI PATRIX SILVA TOLEDO
Registered address: 11 Fernando Mauricio Street, Lisbon, Lisbon 1950-447, Portugal
Tax identification number (NIF): [insert your NIF here or delete this line]
Email: help@northavencompany.com
Important Notices
- This is not a returns address. The registered address above is our administrative address. Do not send any item back to it. Return addresses are issued individually with each Return Merchandise Authorization, as described in our Return & Refund Policy.
- We do not operate a showroom. Northaven sells exclusively online, and the registered address is not open to visitors.
- We will never ask for your full payment card number, PIN, or account password by email or by any other channel. If you receive a message claiming to be from Northaven and asking for these details, do not reply, and forward it to us.
- Before filing a chargeback, please contact us first. Most issues are resolved within one or two business days, and a dispute can take your bank several weeks to process.
Related Policies
Many common questions are answered in full in our Shipping Policy, Return & Refund Policy, Privacy Policy, and Terms of Service. Links to all four are available in the footer of every page of this store.