FAQ/ Contact Us


PRODUCT INFORMATION

ARE YOUR WATCHES WATER RESISTANT?
 Yes they are! All of our pieces are 3ATM Water Resistant. This level of protection will easily withstand splashes or brief immersion in water, or getting caught in the rain. However, they are not sufficiently resistant for swimming, diving or bathing. Keep it classy!
HOW DO I ADJUST MY WATCH STRAP?
 

PLEASE NOTE:
Clasps on new watch bands may be difficult to adjust. This will ease after a short time of wearing the watch. For a new watch we suggest using the strap tool provided to both open and fasten the clasp after adjusting. 
Please refer to the illustration within the instruction manual provided or this video
 

HOW ARE YOUR TIMEPIECES SO AFFORDABLE?
 
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Often people wrongly place more importance on the tiny brand logo that is discretely engraved in their timepiece than the intricate details and aesthetics of their timepiece. We deliver quality without the designer price tags and without compromising on design and materials but by cutting out the middle man or the expense of stores we deliver straight to you.


 HOW DOES MY PURCHASE SUPPORT THOSE IN NEED?


 Through working with Lendwithcare.org (a part of Care International ) each watch purchased will support a micro-entrepreneur in the developing world with an interest free loan of £15 ($20). This loan once repaid will benefit another entrepreneur in need, in time, helping transform and empower entire communities.

 MY ORDER

 WHAT IS YOUR ORDER PROCESS?
 

Our order process is as easy as 1, 2, 3! Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address. A shipping confirmation email should follow after 1 - 4 business days. Email the customer service team on contact@rouagelondon.com if further assistance is required at any point.
 

HOW DO I CHANGE OR CANCEL MY ORDER?
 

Please let us know as soon as possible if you have had a change of mind so we can accommodate your request. In this situation you should email us on contact@rouagelondon.com with your details and then leave the rest to us!
 

WHAT IS YOUR RETURN POLICY?
 

Get full refund within 7 days; replaceable within 30 days; repairable within 365 days. We offer a series of solutions including a 30-day money back guarantee and a replacement if requested. If for some reason you are unhappy with your item, you are eligible for a full refund if returned in brand new condition within 7 days. If the item incurs shipping damage, send us pictures of it via email on contact@rouagelondon.com and a replacement will be with you shortly. Additionally, you may request a replacement at any point within 30 days of purchase date; your timepiece is also repairable within 365 days.
 

I DIDN'T RECEIVE AN EMAIL NOTIFICATION?
 

Please ensure you have checked your junk mail before emailing us on contact@rouagelondon.com. If the email has still not been received and you have waited more than 15 – 20 minutes after completing the transaction, a team member will be more than happy to resend.
 

HOW SECURE IS YOUR WEBSITE?
 

Our online store is protected by the most up to date security firewalls to ensure all data is kept secure. We understand how important secure payment is on any online store, and our checkout process is as secure as it gets. Our site is not only SSL certificate encrypted, but we also allow for payment’s including credit and debit card are through Stripe and Pay Pal – the two safest and most trusted online payment systems available.
 

SHIPPING & DELIVERY


I RECEIVED DIFFERENT PRICING DETAILS IN MY SHIPMENT?


This situation may arise if you live outside the UK. When shipping to customers outside of the UK we are often required to include customs costs and/or a shipment invoice in your package. Thus, the pricing details will vary depending on where you live.
 

DO YOU OFFER EXPRESS SHIPPING?

Do you need your timepiece for a specified date? Possibly a birthday or an anniversary? If yes, you can rest assured it will be with you on whatever the occasion. We charge just £10.00 for express delivery, please note express delivery times are 4 – 7 days in addition to the order processing period. Please email our friendly customer service team on contact@rouagelondon.com if you were to encounter any problems.
 

DO YOU OFFER FREE SHIPPING?
 

Yes! This is one of the perks of Rouage London that we pride ourselves in. We offer FREE shipping worldwide. Please be patient with international orders as they will inevitably take longer to get to you, allow 15 – 25 days before you inform our customer service team of a missing order. UK customers can expect to have their timepiece within 5 – 7 business days. If you would like your timepiece sooner please opt for Express delivery at the checkout.
 

CAN I TRACK MY ORDER?
 

We provide tracking details on Express delivery orders only. Please contact our team on contact@rouagelondon.com in order to access your express tracking details.
 

DO I HAVE TO PAY CUSTOMS AND/OR IMPORT CHARGES?

Rouage London cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee.
 

MY ORDER HAS NOT ARRIVED, WHAT DO I DO?
 

Please be patient with international orders as they will inevitably take longer to get to you, allow 15 – 25 days before you inform our customer service team of a missing order.
UK customers can expect to have their timepiece within 5 – 7 business days. However, if after this period you still have not received your item, then do not hesitate to get in touch with our friendly customer service team via email on contact@rouagelondon.com who will be happy to resolve this issue.
 

 

CONTACTING US

 HOW LONG DOES IT TAKE TO GET A RESPONSE?
 

Customer satisfaction is of utmost importance to us. We will do our best to reply to you within the day you send your email, and no longer than 24 hours.
 

HOW CAN I SHARE A PICTURE OF MY NEW ROUAGE TIMEPIECE?
 

If you would like to further stun and shine with your timepiece, send us a picture with a personalised touch! Tag us on instagram @RouageLondon or post on our Facebook wall! Each week we choose the most impressive photography to show off on our socials. Instagram: instagram.com/rouagelondon Facebook: www.facebook.com/rouagelondon
 

HOW DO I GET FEATURED ON YOUR INSTAGRAM?
 

It’s easy! Just tag us in your photo of your new timepiece, and we will select the best snaps to be featured to our community! If you are one of our lucky selection we also send you a free gift through the post ;)
 

I'M A FASHION BLOGGER/ INNOVATOR HOW CAN WE WORK TOGETHER?
 

Creativity and innovative ideas are always appreciated at Rouage London. So email contact@rouagelondon.com if you are interested in working with us or simply capturing our timepieces when showcasing your travels or classy outfits!

CONTACT US

Your feedback is important to us. We value and appreciate receiving your compliments, suggestions or complaints (about us) so that we can improve our services and the way we communicate. 

Please fill out the form below.