Return & Refund
Every piece is hand-painted in our studio and shipped worldwide, fully insured. Here's exactly how you're protected from the moment you order to the moment your watch is on your wrist.
Last updated: 15 July 2026
Our Full Refund Guarantee
If your watch arrives damaged, has a manufacturing defect, or isn't the piece you ordered, we will refund you in full or send a replacement - your choice. And here's the best part: the piece stays with you. No return shipping, no customs paperwork, no waiting for a package to travel across the world before you're taken care of.
We resolve every verified claim directly from photos - most are approved within 1-2 business days.
When You Get a Full Refund
Let us know within 24 hours of delivery and we'll make it right - a full refund or a priority replacement, whichever you prefer:
Damaged in Transit
The watch or its packaging arrives visibly damaged, despite our insured UPS Express shipping.
Manufacturing Defect
A fault in the movement, casework, or dial that is present on arrival.
Wrong Item Delivered
You received a different piece than the one you ordered.
Minor Fix? We Pay Your Local Watchmaker
If there's a small issue with the hands or movement, there's no need to wait for a replacement - simply take your watch to any nearby watch shop, have it repaired, and we'll pay the repair bill. Your piece is back on your wrist the same day, at zero cost to you.
Just message us about the issue first so we can confirm it's covered, then send us the repair receipt - we'll reimburse you right away.
Changed Your Mind? Cancel Within 12 Hours
You can cancel your order for a full refund within 12 hours of placing it - just email us at [email protected] with your order number.
After 12 hours, our studio begins crafting the parts of your order that are made only for you - your personalised NFC collector card and your piece's personalised story. From that moment your order is in production and on its way to becoming uniquely yours.
How to Claim - Quick & Simple
Record Your Unboxing
When your watch arrives, snap photos (or a short video) as you open it, and keep the packaging until you've inspected the piece. One minute of photos guarantees instant approval of a genuine claim.
Email Us Within 24 Hours
Send your order number, your photos or video, and a short note about the issue to [email protected].
We Review Within 1-2 Business Days
We verify everything from your photos - you don't ship anything, anywhere, at any point.
Refund or Priority Replacement
Choose a full refund to your original payment method (processed within 7-10 business days) or a replacement made at the front of our production queue.
Your photos and the original packaging are what let us approve claims this fast - please keep both until you're completely happy with your piece.
Good to Know Before You Order
Your Piece Is One of a Kind
- Every dial is painted by hand - subtle variations in colour and brushstroke are the signature of the craft and what makes your piece impossible to duplicate
- Each order is completed with a personalised NFC collector card and story, made only for you
- Refunds apply to issues present on arrival - so please inspect your watch as soon as it's delivered
Smooth Delivery Tips
- Delivery estimates are carrier estimates - if you need your piece by a specific date, email us right after ordering and we'll prioritise your dispatch
- Double-check your shipping address at checkout - it's the one detail we can't fix once the watch is flying
- Someone should be available to receive and sign for the package - it's a valuable, insured shipment
One-of-a-Kind
Bespoke Commissions
Every Bespoke piece is created from scratch to your brief - your design, your palette, your story. Before any painting begins, we send a detailed digital mockup for your approval, and painting starts only after you sign off - so you're in full control of every detail before the brush touches the dial. Your sign-off is the green light for production, and from there your piece is made exclusively for you.
Bespoke pieces carry the same guarantee
- Damaged in transit, a manufacturing defect, or a piece that materially differs from your approved mockup - all covered under the same 48-hour claim process above
- For a covered issue, choose a full refund or a complimentary rework of the dial with priority production
- The gentle character of hand-painting means your finished piece will carry small, beautiful differences from the digital mockup - that's the artist's hand at work
Refund Details
- Approved refunds are always processed to the original payment method within 7-10 business days
- Refunds cover 100% of the purchase price, including any shipping charge paid
- Have a concern? Email us first - we respond within hours and resolve genuine claims faster than any payment dispute process ever could
Refund & Cancellation Inquiries
For any questions about this policy, to cancel within 12 hours, or to start a claim, contact us:
The Dial Story
This Refund Policy is effective as of July 19, 2026. We stand behind every piece we make - if something is genuinely wrong, we fix it without making you ship a thing.