Shipping Policy

At DHWATCHMODS, each watch is assembled, configured and quality-checked in accordance with the specifications selected by the customer at the time of purchase. Many of our watches are built to order and may include customer-selected components, upgrades, engraving or other personalised features.

This Shipping Policy forms part of the terms applying to orders placed through our website. By placing an order, you confirm that you have reviewed and accepted the shipping arrangements set out below, together with our Terms of Service and any other policies expressly incorporated into your purchase.

Nothing in this Shipping Policy is intended to exclude, restrict or limit any statutory rights which cannot lawfully be excluded under applicable consumer law.

1. Shipping Charges

Shipping charges are calculated at checkout based on the delivery destination and the shipping method selected.

The applicable shipping charge will be displayed before payment is completed.

Where multiple delivery services are offered, any description such as “Standard”, “Express”, “Next Day” or similar relates to the carrier service used after the order has been assembled and dispatched. It does not shorten or replace the production and processing period applicable to a made-to-order watch.

Shipping charges may vary depending on destination, parcel value, insurance requirements and courier availability.

2. International Orders, Customs Duties and Import Charges

Orders shipped outside the United Kingdom may be subject to customs clearance, import VAT, customs duty, brokerage fees, administration charges or other taxes and charges imposed by the destination country or the relevant carrier.

These charges are not included in the purchase price or shipping charge paid to DHWATCHMODS.

The customer is responsible for determining and paying any customs duties, import taxes, clearance fees or similar charges levied by their local customs authority or delivery carrier.

Customs and import rules vary between jurisdictions, and DHWATCHMODS does not control the amount charged or the time taken by customs authorities to process a shipment.

By placing an international order, the customer acknowledges that:

• additional charges may become payable before delivery;
• customs authorities may delay or inspect the shipment;
• the delivery carrier may contact the customer directly for payment or information;
• failure to pay applicable import charges may prevent delivery.

Import charges imposed by a destination country are separate from the amounts charged by DHWATCHMODS.

3. Refused Deliveries and Unpaid Customs Charges

Customers should not refuse a parcel solely to avoid customs charges, import taxes or other charges imposed by the destination country.

Where a parcel is refused, remains uncollected, or is returned to us because the customer has failed to pay applicable customs or import charges, DHWATCHMODS may deduct from any refund otherwise due the reasonable costs actually incurred as a result of the failed delivery or return, to the extent permitted by law.

These costs may include, where applicable:

• parts & labour costs to assemble your watch
• original outbound shipping charges;
• return shipping charges;
• carrier surcharges;
• customs handling or clearance charges;
• storage charges;
• administrative fees imposed by the carrier;
• unrecoverable duties or taxes charged to DHWATCHMODS.

Any deduction will be limited to costs we are legally entitled to recover and will not affect statutory rights that cannot be excluded.

Where the returned watch has been personalised, engraved or made to a specification particular to the customer, separate cancellation and return rules may apply.

Items genuinely personalised to an individual customer can in some circumstances fall outside the normal distance-selling cancellation right, although whether an item qualifies as genuinely bespoke depends on the nature of the customisation. GOV.UK

4. Processing and Assembly Times

DHWATCHMODS watches are generally assembled to order rather than supplied immediately from finished stock.

Our standard estimated assembly and processing period is approximately 7 to 12 working days, averaging just 8 days.

During periods of higher demand, for more complex builds, or where an order includes additional customisation, engraving, upgraded water resistance, movement regulation or other optional services, processing may take up to approximately 12 to 15 working days BUT please confirm with us as it may be less or more. 

Working days do not normally include Saturdays, Sundays or UK public holidays but occasionally our shop is open and operating on these days during busier periods.

If the final estimated processing day falls immediately before a weekend or public holiday, dispatch may take place on the next available working day.

Processing times are estimates rather than guaranteed delivery dates unless we expressly agree a specific date with you in writing.

Delays may occasionally arise due to component availability, quality-control requirements, production issues or circumstances outside our reasonable control.

We will not knowingly dispatch a watch that fails our required quality-control checks merely to meet an estimated dispatch date.

5. Dispatch Confirmation

Once an order has completed assembly and quality control and has been handed to the carrier, a dispatch confirmation will normally be sent to the email address provided with the order.

Where tracking is available, the dispatch email will contain or link to the relevant tracking information.

The customer is responsible for ensuring that the email address, shipping address, postcode, telephone number and other delivery information provided at checkout are accurate.

Customers should notify us as soon as reasonably possible if they become aware of an error in their delivery details.

We cannot guarantee that an address can be amended after an order has entered fulfilment or has been handed to the carrier.

6. UK Delivery Estimates

Following dispatch, estimated UK delivery times are:

Express Delivery: normally the next working day after dispatch.

Standard Delivery: normally approximately 3–5 working days after dispatch.

These times apply after dispatch and are separate from the assembly and processing period.

Carrier delivery estimates are not guaranteed by DHWATCHMODS unless a guaranteed delivery service has specifically been purchased and described as such.

7. International Delivery Estimates

International delivery will vary depending on the destination country, carrier and customs procedures.

Most international deliveries are expected to arrive approximately 5–8 working days after dispatch.

However, international deliveries may take longer where:

• customs clearance is required;
• duties or taxes remain unpaid;
• the recipient is contacted for additional information;
• the destination is remote;
• the shipment is affected by local postal delays;
• the carrier experiences disruption;
• customs authorities conduct additional checks.

In exceptional circumstances, international delivery may take up to approximately 30 working days or longer, particularly where a parcel is being held by customs or another government authority.

A delay caused by customs does not in itself mean that an order has not been dispatched or that the goods have not been provided.

8. Tracking and Delivery Evidence

Where tracking is supplied, customers are encouraged to monitor the shipment after dispatch.

Carrier records may include:

• tracking scans;
• delivery timestamps;
• GPS information;
• signatures;
• photographs;
• delivery confirmations;
• collection-point records;
• customs clearance information.

These records may be used by DHWATCHMODS when investigating a delivery query, lost-parcel allegation, payment dispute or chargeback.

Where a carrier records a parcel as delivered, we may request further information from the carrier and customer before determining the appropriate resolution.

9. Delivery to the Address Provided

Orders will be dispatched to the delivery address provided by the customer and confirmed on the order.

The customer is responsible for ensuring the address is complete and accurate.

Where the customer provides an incorrect or incomplete address and this results in failed delivery, redirection, return, loss or additional carrier charges, the customer may be responsible for the reasonable additional costs incurred, where permitted by law.

Where the customer requests delivery to a workplace, forwarding service, hotel, concierge, parcel collection point or other third-party location, delivery to the authorised recipient or location may constitute delivery for the purposes of the order, depending on the circumstances and applicable law.

10. Safe Places, Neighbours and Delivery Instructions

Where the customer instructs the carrier to deliver to a nominated safe place, neighbour, collection point or other alternative delivery location, the customer accepts that the parcel may be delivered in accordance with those instructions.

Customers should only nominate locations they consider secure.

Nothing in this section affects any statutory rights concerning the passing of risk or the trader’s responsibility for delivery.

11. Lost or Delayed Parcels

A parcel should not automatically be regarded as lost simply because it has not arrived within the estimated delivery window.

Where tracking shows an unusual delay, customers should contact us so that we can investigate the shipment with the carrier.

Where appropriate, we may be required to allow the carrier reasonable time to complete its investigation before confirming that a parcel is lost.

If a parcel is confirmed as lost, we will provide the remedy required under applicable law and the circumstances of the order.

12. Damaged Parcels

Customers should inspect the external parcel and the goods as soon as reasonably practicable after delivery.

If the parcel appears materially damaged in transit, we ask customers to retain:

• the shipping carton;
• internal packaging;
• watch packaging;
• shipping label;
• photographs of the outer parcel;
• photographs of the goods.

This information may be required in order for us to investigate the matter with the carrier.

Failure to retain packaging does not automatically remove statutory rights, but it may make it more difficult for us to investigate whether damage occurred during transit.

13. Personalised and Made-to-Order Products

Some DHWATCHMODS watches may be assembled or personalised according to customer-selected specifications.

This may include, for example:

• watch configurator
• personalised engraving;
• individually supplied artwork or logos;
• bespoke text;
• non-standard specifications specifically sourced for the customer;
• other genuinely personalised features.

Where a product is genuinely made to a specification particular to an individual customer or clearly personalised, the normal statutory right to cancel a distance contract simply because the customer has changed their mind may not apply.

However, this does not remove a customer’s statutory rights where goods are faulty, not as described, or otherwise fail to meet the requirements of consumer law. GOV.UK expressly notes that businesses cannot remove those rights. GOV.UK

14. Chargebacks and Payment Disputes

Where a customer raises a payment dispute or chargeback alleging non-delivery, DHWATCHMODS may provide the payment provider, issuing bank or card scheme with relevant evidence concerning fulfilment and delivery.

This may include:

• order confirmation;
• shipping records;
• tracking history;
• carrier delivery confirmation;
• signature records;
• delivery photographs;
• correspondence from the customer acknowledging receipt;
• order customisation details;
• other evidence reasonably necessary to respond to the dispute.

Nothing in this provision prevents a customer from exercising a legitimate right to dispute a transaction.

15. Events Outside Our Reasonable Control

DHWATCHMODS will not be responsible for delays caused solely by events outside our reasonable control, subject always to any rights customers have under applicable law.

Such circumstances may include carrier disruption, severe weather, industrial action, customs delays, border controls, transport disruption, natural disasters or government action.

Where such circumstances materially affect an order, we will take reasonable steps to communicate with the customer and arrange an appropriate resolution.

16. Relationship With Our Terms of Service

This Shipping Policy should be read alongside our Terms of Service, Returns Policy and any other policies made available to customers before purchase.

Where a provision of this Shipping Policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.

No provision of this Shipping Policy is intended to exclude liability where doing so would be unlawful.

17. Contact

If you have any questions regarding an order, delivery, customs charge or shipment, please contact:

contact@dhwatchmods.com

Please include your order number wherever possible so that we can locate the relevant shipping and fulfilment records.