Frequently Asked Questions

Simply browse our collection, select the timepiece you want, and complete checkout. All transactions are processed through our secure payment system. Once your order is confirmed, you will receive an email confirmation and our team will begin preparing your timepiece for dispatch.

We do not formally hold watches without payment, as availability is on a first-come, first-served basis. However, if you have a serious interest in a specific piece and need a short window to arrange payment, reach out to us directly and we will do our best to accommodate you.

We source timepieces on an ongoing basis. If you are looking for a specific reference, dial variant, or brand, contact us with the details. We will keep your request on file and reach out if a matching piece becomes available.

Currently, The Dial House ships within the United States only. If you are located internationally and are interested in a specific piece, please contact us to discuss options on a case-by-case basis.

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. Additional payment options may be available at checkout. All transactions are processed through a secure, PCI-compliant payment gateway.

Yes. We do not store your card details on our servers. All payment data is handled by our third-party PCI-compliant payment processor and transmitted via SSL encryption. Your financial information is never accessible to our team.

We do not currently offer in-house financing. However, depending on your card issuer, you may be able to split the purchase into instalments through your own credit provider. Please check with your bank or card issuer for options available to you.

Sales tax is applied where required by applicable law and will be calculated and displayed at checkout based on your shipping address before you complete payment.

Shipping is completely free on all orders, with no minimum order value. Every timepiece ships fully insured via FedEx or UPS at no cost to you.

All orders are dispatched within 1–3 business days after purchase. Delivery typically takes 5–7 business days from the date of dispatch. Tracking information is provided within 24–48 hours of your order leaving us.

Every timepiece is individually inspected, cleaned, and packaged in luxury protective materials before shipping. All shipments use discreet outer packaging with no external branding or indication of the contents. Your watch arrives exactly as it left us.

Yes. Every shipment is fully insured for the total value of the timepiece throughout transit. In the unlikely event of loss or damage during shipping, please contact us within 48 hours of the expected delivery date and we will manage the claim process on your behalf.

Due to the high value of our timepieces, signature upon delivery may be required. We recommend ensuring someone is available at your delivery address to receive the package. If a delivery attempt is missed, the carrier will leave instructions for redelivery or collection.

We accept returns within 14 days of confirmed delivery. The timepiece must be returned in its original, unworn condition — complete with all original box, paperwork, and accessories exactly as received. Please contact us before initiating any return.

Contact us at our contact page within your 14-day window and a member of our team will guide you through the process. Do not send a return without first receiving authorisation from us.

Return shipping is the responsibility of the buyer. We strongly recommend using a fully insured, trackable shipping service for any return. The Dial House cannot be held responsible for timepieces lost or damaged during return transit.

Once we receive and inspect the returned timepiece, approved refunds are processed to your original payment method within 5–10 business days. You will be notified by email once your refund has been issued.

Yes. Every timepiece at The Dial House is brand new. We do not sell pre-owned or second-hand watches. Every piece is sourced new and arrives in pristine, unworn condition.

All of our timepieces are brand new and in perfect, unworn condition. Each watch is carefully inspected and prepared by our team before it is packaged and shipped to you.

Yes. Every timepiece comes complete with its original manufacturer box, warranty card, and all accompanying paperwork — exactly as it would arrive from an authorised retailer.

Yes. As brand new timepieces, each watch comes with its full original manufacturer warranty. Warranty terms vary by brand. In addition, our 14-day return policy gives you further peace of mind on every purchase.

We aim to respond to all enquiries within one business day. For urgent matters related to an active order, please indicate this in your message and we will prioritise accordingly.

Tracking information will be sent to your email address within 24–48 hours of your order being dispatched. If you have not received tracking details within this window, please contact us and we will look into it immediately.

Please contact us as soon as possible with your order details and a description of the issue. We will make it right. Please do not initiate a chargeback or dispute before reaching out — we are committed to resolving any concern quickly and fairly.