FAQs

Orders

How do I change or cancel my order?

If you have placed your order and wish to cancel or change it, please contact help@rotatenorth.com  and we will do our best to help you. We aim to process your order quickly so if you contact us outside of a two-hour window from when you placed your order it may be too late to stop delivery.

For more information about returning an item please read our returns policy here.  

How long will it take for my order to arrive?

We aim to ship your order as soon as possible so you can begin to enjoy your new Rotate North product without delay. The length of time your order takes to arrive will depend on your country of residence or the service you have chosen.

Can I track my order?

If you have chosen a tracked service or your dispatch email tells you it is on a tracked service, of course, you can! Just be aware that sometimes it can take up to 48 hrs for your orders tracking to start on the courier's website. Don’t worry this is normal and if you check back later it will be there!

Alternatively, link into your tracking directly from your dispatch email.

Where is my order?

We’re sorry that your order hasn’t arrived yet, sometimes delays happen or our courier partners can be slower than expected in delivering your order.

Check the type of delivery method you choose at checkout, this will affect how long it will take for your order to arrive. Please check the delivery information for your chosen postage type before contacting us.

If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type and you can check via the courier as to where the parcel is.

We also recommend that you contact the courier's local depot to see whether they've already tried to deliver your parcel.

If your order has been dispatched on time and hasn’t arrived within the suggested timeframe please contact the delivery company quoting your tracking number and they will advise on the progression of your order.

If you have placed your order and it hasn’t been dispatched, please email our customer service team quoting your order number and they will be happy to help. help@rotatenorth.com

What do I do if my order arrives damaged?

We do everything in our power to ensure that your goods arrive in perfect condition but if there is a problem with faulty or damaged goods we will help resolve it as quickly as possible. In the unlikely event, your order arrives damaged please review our returns policy for further information to assist you in returning your item.

Do you offer free shipping?

Yes, we provide free worldwide shipping on all orders. Shipments are tracked and signed for, so you can follow the journey of your watch online. Depending on your location delivery takes from 2-7 days. 

Can't log in or forgot password?

Please ensure you use the same email address that you created your account with. If you have forgotten your password simply click on the "forgotten password" link and we’ll email you.

Returns & Refunds

Can I return my item if there is something wrong with it?

All Rotate North Products go through a rigorous QC process, we are passionate about our products and want you to enjoy them as much as we do.

However if in the unlikely event you find a fault with your product, you can return it to us and we will process it for you as quickly as possible. If a warranty or manufacture issue is found and you have returned the item within 30 days, we will issue a full refund. If after 30 days we will either repair or replace the item for you.

How do I return my item?

Returning an item is easy. Please review our returns policy to and follow the simple guidelines so you have all the information you need.

How long will my refund take?

We aim to process all refunds within five working days. Please note it may take 10 banking days for credit card refunds to appear.

Why has my refund not appeared in my bank account?

If we have confirmed that we have refunded you don’t worry it’s on its way. Please note it may take 10 banking days for credit card refunds to appear.

What counts as proof of purchase?

Upon making your purchase you will have received an order confirmation email. Your transaction will also appear on your credit card statement, both of which will count as proof of purchase.

I posted my item for a refund/replacement. What happens now?

Our customer service team will email to confirm we have received your return. Our experts will assess the issue and determine whether to refund, replace or repair your item assuming a warranty issue has occurred. You will be notified of the course of action within 5 working days of receipt.

Is there anything I can't return?

Unfortunately, gift vouchers cannot be returned.

Shipping & Delivery

Where can I see all of your delivery options?

During the checkout process, you will be presented with all available delivery options to your destination country.

What if I’m not home to receive my delivery?

If you’re not home to receive your order, the courier will leave a note to advise on the details of a second delivery attempt or if they have left it with a neighbour. Alternatively, they will provide a collection notification for you.

Where do you ship?

We ship to most countries around the globe. We are happy to say customers are enjoying our products all over the world.

Where are you located?

Our offices are based in Belfast, Northern Ireland. Our products are shipped from here also.

Pricing & Payment

What forms of payment do you accept?

We accept all major credit cards.

What is your pricing policy?

For orders placed from within the EU, prices include VAT (Value Added Tax)* charged at the rate appropriate to the destination country of the order.

VAT does not apply to orders that are to be shipped outside the EU or to tax-free areas such as the Channel Islands. These areas will be priced and billed with VAT deducted.

Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside the EU, prices will be displayed VAT-free.

Will I be charged Customs charges and how much will these be?

Our business is delivering from the UK and therefore orders delivered within the EU are not subject to Customs Duties and Import Taxes. These orders will have the relevant VAT included. For example, an order being delivered to Spain will be inclusive of Spanish VAT.

Orders delivered outside the EU (Including the Canary Islands and the Channel Islands) are sold exclusive of VAT and may be subject to Customs Duties and Import Taxes.

Some couriers also charge a handling fee for processing your order through customs. We have no prior knowledge of this charge, either how much or even if it will be applied.

We do our very best to give a choice of delivery methods that limit the risk of customs and fees but there is no way of guaranteeing the exclusion of these charges when a product is being imported into a country where its customs authority enforces a fee.

We try to ensure that our prices, service and online information reduce the impact of this additional authority imposed tariff. Unfortunately, the liability for payment lies with you as the importer of the goods. We have no control over this part of your orders' journey so to get the best advice you should contact your local customs office. We are unable to reimburse any costs incurred.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered outside the EU. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift.

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