Legal

Terms & Conditions

Last updated · 7 June 2026

These Terms & Conditions (the “Terms”) apply to all orders placed with UNDERGLASS (“UNDERGLASS”, “we”, “us” or “our”) through the UNDERGLASS website (the “Site”). By using the Site and/or placing an order, you (“you”) agree to be bound by these Terms. Please make sure you have read and understood them before placing your order.

1. Our drops & availability

   UNDERGLASS watches are made in small, numbered runs and curated to order. Listing a product on the Site at any given time does not guarantee that it will be available at any other time, and we may discontinue or retire any product at any time. Once a drop sells out it is retired and is not restocked.

2. Changes to these Terms

   We may amend these Terms from time to time without prior notice. The version that applies to your order is the one published on the Site at the moment you place it.

3. Acceptable use

   To keep the Site running like clockwork, you agree not to:

   • post, transmit, redistribute or upload any content that could harm or negatively impact our business, products or services;
   • act in any way, or use any device, that restricts, impairs or interferes with another user’s enjoyment of the Site, or that affects its security; or
   • use any spider, bot, crawler, scraper or other automated tool to navigate, search or copy content from the Site.

   We reserve the right to immediately bar access to the Site and close the account of anyone who breaches this or any other provision of these Terms.

4. Delivery

   Each watch is curated and built to order, so please allow time for yours to be made. Orders typically ship within approximately 6 weeks of purchase. We dispatch orders as quickly as possible, generally in the order in which they are placed. While we aim to deliver within the communicated timeframe, delivery may occasionally take longer due to unexpected events.

   You will be shown the expected delivery details before you place your order, and again in your order confirmation email. We may also restrict delivery to certain areas at certain times of year — for example, where adverse weather makes delivery unreliable.

   If your order has not arrived by the expected date, please contact our Customer Service team at dialedintokyo@gmail.com.

5. Prices & delivery charges

   Prices displayed on the Site include statutory Value Added Tax (VAT) but do not include a delivery charge. The cost of each delivery method is clearly shown during checkout.

6. Duties & import taxes

   Customers outside the EU may incur duties and taxes levied by their own country. These charges are your responsibility. UNDERGLASS does not cover import duties or taxes, and is not responsible for refunding shipping on orders to which such charges apply.

7. Orders & confirmation

   Once you have placed an order, and provided you have given us your email address, you will receive an email confirmation. If for any reason we are unable to fulfil your order, we will let you know at the earliest opportunity. Where we have already received payment, we will refund the applicable amount using the same method used to pay. If alternative arrangements are necessary, we will contact you to settle the refund through our Customer Service team.

8. Refunds & exchanges

   Because every watch is custom‑made to order in a strictly limited run, all sales are final: refunds and exchanges are not available. This does not affect any rights you may have under applicable law in respect of items that arrive faulty or damaged — if that happens, contact us and we’ll make it right.

9. Contact

   Questions about these Terms or your order? Email our Customer Service team at dialedintokyo@gmail.com.