Support & FAQ

All purchases from Rohtfire Sablier are shipped for FREE using the following methods:

UNITED KINGDOM
• Watches – Free Next Day Royal Mail Special Delivery (1pm GMT/BST order cut-off)
• Straps – Royal Mail Signed For, 1-3 working days

UNITED STATES, CANADA & SOUTH AMERICA
• Watches – Free FedEx Priority, 1-2 working days (1pm GMT/BST order cut-off)
• Straps – Royal Mail Signed For, 5-7 working days

EUROPE
• Watches – DHL Express, 1-2 working days (1pm GMT/BST order cut-off)
• Straps – Royal Mail Signed For, 5-7 working days

REST OF WORLD
• Watches – Free FedEx Priority, 2-5 working days (1pm GMT/BST order cut-off)
• Straps – Royal Mail Signed For, 5-10 working days

ALL FEDEX AND ROYAL MAIL SPECIAL DELIVERY WILL REQUIRE AN AUTHORISED SIGNATURE AND THE SIGNATORY MUST BE AT THE DELIVERY ADDRESS.

IMPORTANT INFORMATION
Delivery times are estimates and commence from the date of shipping, rather than the date of order. We aim to ship orders placed before 1pm (GMT/BST Monday to Friday) on the same day, however we cannot guarantee this.

COURIER DETAILS
• Our courier partners ( Fed Ex and DHL ) may not be able to call you on arrival so please ensure that you provide a delivery address where the shipment can be received and signed for during business hours. If you are unavailable to sign for your parcel, you can nominate an alternative signature however you will need to notify the courier service of this. The courier will try to deliver your order three times and will leave a calling card at each attempt.
• We’re unable to deliver on public holidays or Sundays so please allow an extra working day.

• Afghanistan
• Belarus
• Bosnia & Herzegovina
• Burundi
• Central African Republic
• Crimea
• Cuba
• Democratic Republic of Congo
• Egypt
• Ethiopia
• Eritrea
• Iran
• Iraq
• Lebanon
• Libya
• Maldives
• Mali
• Myanmar
• Nicaragua
• Nigeria
• North Korea
• Republic of Guinea/Guinea Bissau
• Russia
• Palestinian Territories
• Somalia
• Sri Lanka
• Sudan
• South Sudan
• Syria
• Trinidad and Tobago
• Tunisia
• Ukraine
• Vanuatu
• Venezuela
• Yemen
• Zimbabwe

No. By law, we are required to state the correct selling price of the item purchased. If we under-declare this value, and if picked up by customs, both the sender and the recipient will be liable for fines.

When we despatch your order you will receive a shipping notification email with a courier tracking code which allows you to follow your delivery.
If it’s been several working days since your order confirmation, or you haven’t received one for an order you placed, please contact our customer support team or check your order.

Please note that for some countries the extent of tracking is reduced. This is down to the local providers in specific countries.
To track your order, use the below links:

• Royal Mail: https://www.royalmail.com/track-your-item
• FedEx: https://www.fedex.com/en-gb/tracking.html
• DHL: https://www.dhl.co.uk/en/express/tracking.html

We do not charge for standard delivery, even if your order has multiple items. If you would like next day or worldwide express delivery, there is a charge.

All prices and delivery timings are outlined below: 

United Kingdom

• Standard (2-5 working days) – Free
• Next day* – £10
• Worldwide express* – £30

United States

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – $30

Europe

• Standard (3-5 working days) – Free
• Worldwide express* (2-4 working days) – €30

Hong Kong

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – $250

Switzerland

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – CHF30

Singapore

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – $45

Australia

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – $45

Canada

• Standard (3-5 working days) – Free
• Worldwide express* (1-3 working days) – $45

These delivery timings are all after despatch. See more here
*Next day and worldwide express is available for all orders placed before 13.00 GMT, Monday to Friday. Orders placed on a Friday after 13.00 GMT will be processed the following Monday (excluding public holidays). During our Sale period our next day delivery/ express shipment is not available.
Please note the countries excluded from worldwide express delivery, in addition to the countries where we do not ship are:

• Comoros
• Falklands
• Johnston Island
• Kiribati
• Mayotte Island
• Nauru; Niue
• Saint Pierre Et Miquelon
• Sao Tome & Principe
• Sierra Leone
• Solomon Islands
• St. Helena (S. Atlantic)
• Tajikistan
• Tokelau Islands
• Turkmenistan

Please contact Rohtfire Sablier directly at [email protected]

Please inspect your watch thoroughly upon receipt, before unwrapping, wearing or resizing. We can only accept returns if the watch is in new, unworn condition, with the plastic wrap still on the watch.

You have 14 days from the date of delivery to exercise your customer right of withdrawal and ask for a refund or an exchange.

Before any return for refund or exchange, you must contact Rohtfire Sablier Watches ([email protected]) to discuss the returns procedure. The Products must be returned by you, the customer, at your own expenses to Rohtfire Sablier Watches, no later than fourteen days after having informed Rohtfire Sablier Watches about your decision to withdraw.

All returned Products must be received in their new unused condition, complete and in their original packaging.

The original purchase price of the Products will be refunded, following the receipt of the Products by Rohtfire Sablier Watches.

In case of a return for exchange, the new product will be sent following the receipt of the returned item.

Damaged, incomplete, opened, or dirtied Products, handled by the customer won’t be taken back (as they could not be sold as ‘new’ again) and consequently will not be refunded nor exchanged.

If you are shipping a product with a value over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and will not be liable for returns that are lost or damaged during return shipping.

Any product that fails the quality inspection by us (e.g. scratches, worn or damaged items, missing components), will be returned to you and no refund will be issued.

All of our watches come with a one year manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturer’s guarantee provided with the Products.

We offer a 5 year warranty on all of our watches. We don’t offer extended warranties at this time.

The warranty covers against manufacturing defects that have occurred under normal and reasonable use. This does not apply to damage due to direct or indirect misuse or abuse. We reserve the right to determine whether the defect is covered under warranty. The warranty does not cover any costs, repairs or replacements for the following:

• Repairs necessitated by use other than normal and/or reasonable use.
• Blemishes caused by normal wear and tear.
• Damage resulting from negligence, misuse, abuse, accidents or alterations or being reckless to such damage.
• Any damage that may arise after any unauthorised work is attempted.
• Conditions, malfunctions or damage not resulting from defects in material or workmanship.

All our straps fit mens wrist sizes 16cm-23cm.

How do I resize my bracelet/watch strap?

If you want to be sure that your bracelet fits straight out of the box, follow the steps below to measure your wrist:

– Wrap a piece of paper or string around your wrist. At the point of overlap make a mark with a pen
– Measure the length of paper to the marked point.

Then, just before adding the product to your basket, choose ‘Bracelet Resize’ and select your wrist size from the list.

Alternatively you can resize the strap yourself by removing the screw links on your bracelet. These can be removed using a 1.4mm slotted screwdriver. We would recommend however you use the services of your local watchmaker or jeweller to help resize the bracelet and avoid accidental damage.

Gently wipe the bracelet using a clean and slightly damp cloth. Dry and polish your watch with a superfine microfibre cloth. Do not use chemicals to clean your metal bracelet.

Gently wipe off the front and back of the watch case using a clean and slightly damp cloth. Dry and polish your watch with a superfine microfibre cloth. Do not use chemicals to clean your watch.

All component parts are manufactured from the best materials. However, some parts are subject to natural wear. This is why we recommend that you have a maintenance service carried out on your watch every 3 to 4 years. Contact Rohtfire Sablier for any servicing and maintenance requirements through the Servicing & Repair contact form or alternatively use a reputable watch technician who has experience with SELLITA movements.

Please contact Rohtfire Sablier directly at [email protected]

A service outside of warranty is chargeable and the cost will depend on the nature of the work that needs to be carried out. Our reputation relies on a positive customer experience and as such it is important to us that your timepiece is working properly and for many years to come.

Are all Rohtfire Sablier watches serviced before dispatch? All Rohtfire Sablier timepieces are serviced, regulated and calibrated before they leave the factory.

Within the UK we have our own service centre. If you are not near one we will find the nearest service centre that will be able to meet your needs. We will work directly with them to ensure your problem is resolved.

Rohtfire Sablier is proud to include the Swiss Made mark on all of its watches. This simple wording guarantees a standard of quality established over many centuries and is a world-renowned symbol of excellence.

All of our watches are sold direct to the customer online.

We take our social and environmental impact seriously. So we only work with partners that share our values with regard to safeguarding the environment. Every Rohtfire Sablier timepiece is presented in a beautifully crafted wooden box which will last a lifetime. The wood is sourced responsibly. 

Wood is a fantastic and renewable resource, and a healthy timber industry is positive force in the management of carbon levels in the atmosphere. As younger trees grow, they absorb carbon dioxide at a faster rate than older trees. A well-managed forest will always replace felled trees with at least as many young trees. The harvested trees lock the carbon in the wood for the remainder of its physical life. In essence….our boxes can save the world! All of our wood is responsibly sourced we are both PEFC and FSC ® certified. On top of this, all of our partners timber suppliers adhere to EU Timber Regulations, meaning that great care is given to ensure no illegally logged timber enters our supply chain.

We only use suppliers that have robust sustainable and responsible purchasing procedures and policies in place. We subscribe to the core principles underlying forest certification schemes including long-term forest management and re-forestation programs, economic efficiency, environmental protection and workers’ rights. Our partners PEFC and FSC ® accreditation reflects our ethical sourcing practices and requires that we meet rigorous social and environmental standards.

Pre-order means we’re waiting for its first delivery or its temporarily out of stock. The preorder date shown next to the product is the date we will be ready to ship globally.