Return Policy
Our return policy differs depending on the type of piece you've purchased. Please read the relevant section below carefully before placing your order.
Last updated: 1 May 2026
Limited Edition & Pre-Made Pieces
Standard Returns
Limited edition and pre-made watches are in-stock pieces that ship within 2-4 business days. Because no custom work is involved, we offer a straightforward 7-day return window from the date of delivery.
Return Eligibility
Accepted Returns
- Unworn watch in original condition within 7 days of delivery
- Manufacturing defects in movement or casework
- Damage sustained during shipping (with photo evidence)
- Incorrect piece delivered
Not Accepted
- Watch that has been worn or shows signs of use
- Missing original packaging or NFC collector card
- Requests made after 7 days of delivery
- Buyer's remorse after the return window
Return Process
Contact Us Within 7 Days
Email [email protected] with your order number and photos of the watch and its condition.
Await Approval
Our team will review your request within 1-2 business days and send return instructions if approved.
Ship It Back
Return the watch in its original box with all included items, using a tracked courier. Keep your receipt.
Refund Issued
Once received and inspected, your full refund will be processed to the original payment method within 7-10 business days.
Refund Options
Full Refund
For all eligible returns within the 7-day window.
- 100% of purchase price refunded
- Return shipping covered if fault is ours
- Processed within 7-10 business days of receipt
Exchange
Prefer a different piece from the same edition run?
- Subject to availability
- No additional charge for like-for-like
- Contact us to check current stock
One-of-a-Kind
Bespoke Commissions
Important Notice
Every Bespoke piece is created from scratch to your brief - your design, your palette, your story. Because the watch is made for you alone, it cannot be returned on the basis of preference. Returns are accepted only in the specific circumstances listed below.
Return Eligibility
Accepted Returns
- Manufacturing defects in craftsmanship or movement
- Damage sustained during shipping (with photo evidence)
- Final piece materially differs from the approved design mockup
- Incorrect watch model delivered
Not Accepted
- Change of mind after design mockup approval
- Minor colour variation natural to hand-painting
- Design preference changes post-approval
- Buyer's remorse
Note: We provide a detailed digital mockup for your approval before any painting begins. Painting starts only after you sign off - this is your opportunity to ensure every detail is right.
Return Process
Report Within 7 Days of Delivery
Email [email protected] with your order number, the approved design mockup, and clear photos documenting the issue.
Review
Our team will compare your piece against the approved mockup and respond within 2-3 business days with a decision.
Ship It Back
If approved, return the watch in its original packaging with tracking. We cover return shipping if the fault is ours.
Resolution
Depending on the nature of the issue, we will offer a full refund or a complimentary rework - whichever you prefer.
Resolution Options
Full Refund
Issued for manufacturing defects or significant departures from the approved design.
- 100% of purchase price refunded
- Return shipping covered
- Processed within 7-10 business days of receipt
Complimentary Rework
Prefer your watch corrected rather than returned?
- Full rework of the dial at no charge
- Expedited production timeline
- Final approval before re-dispatch
Return Inquiries
For any questions about returns or to initiate a return, please contact us:
The Dial Story
This Return Policy is effective as of June 3, 2026. We are committed to standing behind every piece we make - whether it left our studio in two days or took five weeks to paint.