Shipping policy

Dial House Shipping Policy

Last updated: 29 September 2026

§ 1. General provisions

The Dial House online store, available at https://dial-house.com, places particular importance on the safe delivery of goods. Before shipment, every watch is carefully inspected, secured, packed and documented.

The Seller is Karol Góral, conducting sales as an unregistered business activity.

For matters relating to logistics and delivery, please contact: kontakt@dial-house.com.

§ 2. Delivery methods and value thresholds

Available delivery methods depend on the value of the order, parcel dimensions, delivery country and the nature of the watch being sold.

The following delivery methods are available:

a) delivery to an InPost Parcel Locker, available only for orders with a value of up to PLN 3,000 and only within Poland,

b) secure courier delivery to the address specified by the Buyer, used as the standard method for orders with a value above PLN 3,000 and for parcels requiring additional protection,

c) personal collection in Szczecin, available for orders of any value following prior individual confirmation of the date, time and place of collection,

d) delivery to selected European Union countries, carried out in accordance with § 9 of this Shipping Policy,

e) delivery to the United Kingdom, carried out in accordance with § 10 of this Shipping Policy.

The Seller reserves the right to restrict available delivery methods depending on the value, type, condition, uniqueness or nature of a particular watch.

§ 3. Delivery to an InPost Parcel Locker

Delivery to an InPost Parcel Locker is subject to a value limit and is intended for lower value products.

This delivery method is available only within Poland and is not used for international shipments.

Delivery to an InPost Parcel Locker is not available for collectible, unique or other products requiring special or non-standard logistical protection, regardless of their value.

The Seller reserves the right to refuse delivery to an InPost Parcel Locker if the nature, value or condition of a particular watch requires a safer delivery method.

In such a case, the Seller will contact the Buyer to arrange secure courier delivery or personal collection.

§ 4. Secure courier delivery

For orders with a value above PLN 3,000 and for products requiring additional protection, the Store uses courier delivery to the address specified by the Buyer.

The shipment may be insured with the carrier or with an external provider specialising in the protection of high-value shipments and luxury goods.

Courier shipments with a value above PLN 3,000 may require a physical signature from the recipient or another person authorised to receive the parcel at the specified address, together with proof of delivery.

The Buyer is required to provide a correct and complete delivery address, a current telephone number and an email address allowing contact regarding delivery.

The Seller reserves the right to select the carrier, delivery method and level of insurance appropriate to the value and nature of the order.

§ 5. Individual delivery arrangements and restrictions

For watches of particularly high value or of a specific nature, including vintage, collectible, unique or delicate watches, the Seller reserves the right to refuse shipment using the method selected by the Buyer if that method does not provide an appropriate level of security.

In such a case, the Seller will promptly contact the Buyer to individually arrange the safest shipping method, any additional insurance or personal collection.

The Seller may also make shipment conditional upon the ability to provide protection corresponding to the full value of the watch being sold.

If safe and appropriately insured delivery cannot be arranged, the Seller may refuse to ship the order to the specified location.

If the Buyer does not accept the proposed safer delivery method or any additional delivery cost, the Seller may cancel the order and refund the payment received.

§ 6. Delivery cost and order processing time

Orders are processed and prepared for shipment after full payment has been credited to the Seller’s account.

The delivery cost is shown to the Buyer before the order is placed, in the shopping cart, during checkout or in individual correspondence with the Seller.

The standard preparation time before shipment is 1 to 5 business days unless otherwise stated in the Product description or in individual correspondence with the Buyer.

The estimated carrier delivery time within Poland is usually 1 to 5 business days from dispatch.

The estimated delivery time to European Union countries is usually 2 to 10 business days from dispatch.

The estimated delivery time to the United Kingdom is usually 5 to 8 business days from dispatch.

The estimated delivery time to the United Kingdom does not include delays resulting from customs clearance, import formalities, customs inspections, requests for additional documentation or actions of customs authorities or the carrier.

All delivery times are estimates and may be extended due to circumstances including carrier operations, public holidays, non-working days, unforeseen events, logistical issues, customs procedures or the need for additional shipment verification.

After dispatch, the Buyer may receive a tracking number where the selected delivery method provides shipment tracking.

§ 7. Packaging and protective documentation

Each Product is packed for transport in a manner designed to minimise the risk of mechanical damage, movement of the contents and unauthorised access.

The Seller may use additional protective measures, including double packaging, cushioning materials, security tape, seals or markings allowing evidence of tampering to be identified.

The Seller prepares photographic or video documentation of the packaging process for each watch and of the securing of the parcel.

The documentation may include, in particular, the condition of the watch before shipment, its reference or serial number, the contents of the set, the manner in which the Product was secured and the appearance of the closed parcel.

This documentation serves as evidence that the goods were properly prepared and dispatched and is intended to protect the legal and financial interests of both the Buyer and the Seller in the event of a dispute involving the carrier, payment provider or insurer.

§ 8. Receipt of the shipment by the Buyer

The Buyer should inspect the condition of the external packaging when receiving the parcel from the courier or collecting it from an InPost Parcel Locker.

If there is visible damage to the box, torn security tape, signs that the parcel has been opened, missing security measures or suspicion that the contents have been tampered with, the Buyer should, where possible:

a) take photographs or make a video showing the condition of the parcel,

b) report any concerns to the person delivering the parcel,

c) prepare a damage report in accordance with the carrier’s procedure,

d) retain the packaging, protective materials and shipping label,

e) promptly inform the Store at kontakt@dial-house.com.

For courier deliveries, preparing a damage report in the presence of the courier is recommended.

When collecting a parcel from an InPost Parcel Locker, the Buyer should follow the complaint procedure provided by the Parcel Locker operator.

If damage or missing contents were not visible at the time of collection, the Buyer should inform the Seller promptly after discovering the issue and provide any available documentation.

Failure to prepare a damage report does not deprive the Buyer of rights arising from mandatory provisions of law, although it may make it more difficult to establish the circumstances of the damage or pursue claims against the carrier or insurer.

§ 9. Delivery to European Union countries

Dial House ships to selected European Union countries available in the Store settings during checkout.

Deliveries to European Union countries are made exclusively by courier to the full address specified by the Buyer.

International delivery to collection points, parcel lockers, post office boxes or other indirect delivery locations may be unavailable, particularly where the value or nature of the watch requires direct delivery and the recipient’s signature.

The Seller reserves the right to select the carrier and delivery method providing an appropriate level of security, shipment tracking and proof of delivery.

International shipments may be covered by additional insurance appropriate to the value and nature of the watch being sold.

The Buyer is required to provide:

a) the recipient’s full first name and surname,

b) a correct and complete delivery address,

c) postal code and city,

d) delivery country,

e) a current telephone number,

f) a current email address.

The Seller is not responsible for delays or failure of delivery resulting from incomplete or incorrect information provided by the Buyer, subject to mandatory provisions of applicable law.

Before shipping a particularly high-value watch, the Seller may contact the Buyer to additionally confirm the information provided, delivery address, identity of the recipient or delivery method.

If safe delivery or appropriate insurance cannot be arranged for the relevant country or delivery address, the Seller may refuse to ship the order. In such a case, the order will be cancelled and the payment received will be refunded to the Buyer.

Shipments between Member States of the European Union are generally not subject to customs duties. This principle may not apply to certain special, dependent or excluded territories outside the European Union customs or tax area.

The Buyer is responsible for becoming familiar with any local restrictions concerning delivery, receipt or transport of goods applicable in the destination country.

The provisions of this section do not affect the Buyer’s rights under applicable consumer protection laws.

§ 10. Delivery to the United Kingdom

Dial House ships to the United Kingdom where delivery to the relevant destination is available during checkout.

Deliveries to the United Kingdom are carried out by tracked courier shipment to the full address specified by the Buyer.

The Seller reserves the right to select the carrier, courier service and insurance appropriate to the value and nature of the watch.

The standard delivery charge to the United Kingdom depends on the total value of the order.

The current reference rates are:

a) orders up to PLN 2,000 – PLN 100,

b) orders from PLN 2,000.01 to PLN 5,000 – PLN 130,

c) orders from PLN 5,000.01 to PLN 10,000 – PLN 210.

Where the Store displays prices in GBP or another currency, the delivery charge may be converted into the currency displayed during checkout using the exchange rate applicable within the Store.

For orders exceeding PLN 10,000, the delivery method, insurance and delivery cost may require individual confirmation before shipment.

Unless expressly stated otherwise during checkout or in an individual offer, product prices and delivery charges for orders shipped to the United Kingdom do not include UK import VAT, Customs Duty, customs clearance fees, brokerage fees or other charges imposed in connection with importation.

For consignments with an intrinsic value exceeding GBP 135 imported into Great Britain, normal UK import VAT and customs rules apply. The recipient may therefore be required to pay import VAT, Customs Duty where applicable, and fees charged by the carrier or customs representative before delivery or release of the shipment.

The amount of import VAT, Customs Duty, customs clearance fees or other import-related charges is determined by the relevant authorities, customs rules and/or the carrier and is outside the Seller’s control.

The Buyer is responsible for providing complete and accurate information necessary for customs clearance and, where required, cooperating with the carrier, customs representative or customs authorities.

The Buyer is also responsible for paying import VAT, Customs Duty and customs clearance charges imposed on the recipient where such charges apply and are not expressly included in the price paid to Dial House.

The Seller does not act as the Buyer’s customs representative and does not undertake to submit applications, declarations or claims on the Buyer’s behalf concerning the repayment, remission or recovery of UK import VAT, Customs Duty or customs clearance charges.

If the Buyer returns the Product and wishes to seek repayment or remission of import VAT, Customs Duty or other customs charges paid in the United Kingdom, the Buyer is responsible for submitting the relevant request directly to HM Revenue & Customs, the carrier, customs representative or other competent entity, as applicable.

Dial House may, where reasonably possible, provide documents already held by the Seller that may be necessary for the Buyer to support such a request, such as proof of purchase or evidence of return. Dial House does not guarantee that any repayment or remission will be granted.

UK authorities allow individuals in certain circumstances to apply for repayment of import VAT or Customs Duty after goods are returned or where charges were incorrect.

Separate VAT and customs rules may apply to deliveries to Northern Ireland.

Where a shipment to Northern Ireland requires additional documentation, customs procedures, charges or a different delivery method, the Seller may contact the Buyer before dispatch to confirm the appropriate procedure.

Customs clearance may extend the estimated delivery time.

A delay caused solely by customs processing, verification of import documentation or the Buyer’s failure to provide information required for customs clearance does not in itself constitute a delay attributable to the Seller, subject to mandatory provisions of applicable law.

If a shipment is returned to the Seller because the recipient refuses or fails to complete required customs formalities, pay import charges lawfully due from the recipient or provide information required for delivery, the Seller will contact the Buyer to determine the next steps.

Any additional costs of return or reshipment may be charged to the Buyer only to the extent permitted by applicable law.

Nothing in this section excludes or restricts rights granted to Consumers under mandatory provisions of applicable UK consumer law.

§ 11. Delays, failure of delivery and returned shipments

If delivery is delayed, the Buyer should contact the Seller at kontakt@dial-house.com.

The Seller will take steps to determine the status of the shipment with the carrier.

If a parcel is returned to the Seller due to:

a) an incorrect or incomplete address,

b) absence of the recipient,

c) refusal to accept the parcel,

d) failure to collect the parcel within the required period,

e) inability to contact the recipient,

f) failure to complete customs formalities or pay import charges attributable to the recipient,

the Seller will contact the Buyer to agree on the next steps.

Reshipment may require the Buyer to pay an additional delivery charge if the parcel was returned for reasons attributable to the Buyer.

The above provisions do not exclude or limit any rights of the Buyer arising from mandatory provisions of law.

§ 12. Final provisions

In matters not regulated by this Shipping Policy, the Store Terms and Conditions, Returns Policy, Privacy Policy and applicable provisions of Polish law, European Union law and, where applicable, mandatory consumer protection provisions of the destination country shall apply.

For sales directed to Consumers in the United Kingdom, nothing in this Shipping Policy excludes or restricts rights granted by mandatory provisions of applicable UK consumer law.

The Seller reserves the right to update this Shipping Policy in the event of changes to carrier rates, shipment insurance conditions, customs rules, tax rules, applicable law, available delivery countries or logistics services offered.

Changes to this Shipping Policy do not affect the terms applicable to orders placed before the new version enters into force.