Frequently Asked Questions

Every watch listed for ₹20,000 or more is authenticated before it reaches you. Watches under ₹1 lakh are inspected in-house at our Bengaluru hub by Hourmark. Watches at ₹1 lakh and above receive a forensic check by our partner Time and Me. On a successful authentication we issue a Hourmark certificate you can verify at verify.hourmark.in.

Yes, for white-glove orders (typically ₹1 lakh and above) we arrange pickup at a partner centre in your city. You inspect the watch, sign the OTP-based acceptance, and only then are funds released to the seller. For lower-value orders we offer a 72-hour return window after delivery instead.

No. Dialroom does not offer COD. All orders are paid online up front, with funds held in escrow until the watch passes authentication and is accepted. This is what allows us to guarantee authenticity — without escrow we cannot intercept fakes before they reach you.

Listed prices include GST where applicable. Pre-owned watches sold by individual private sellers may be exempt under the Margin Scheme; watches sold by GST-registered dealers carry GST. The breakdown is shown on the order summary before checkout.

No. All watches on Dialroom are sold from sellers within India to buyers within India. There is no import, no customs clearance, no surprise duty bill. Watches that are originally imports have already cleared customs at the time of their first sale in India.

Card-based EMI through Visa, Mastercard, RuPay and major banks (HDFC, Axis, ICICI, SBI, Kotak) is available at checkout for orders above ₹10,000. Cardless EMI options will be added once the platform is live.

Once your payment is confirmed, your order page will show real-time status: payment received, ready for authentication, in transit to hub, authenticating, passed, in transit to you, delivered. You receive WhatsApp and email updates at each step. Shipping is via insured courier (Sequel, Bluedart Plus, or partner centre courier for white-glove).

Two seller types: trusted dealers (vetted businesses with a track record, GST registration and KYC) and private sellers (individuals selling their personal collection, KYC-verified via Aadhaar/PAN). Both list through the seller dashboard.

It depends on seller type and order flow. Trusted dealers shipping directly: 8 to 10 percent. Private sellers using escrow (you ship to our hub, we authenticate, we ship to buyer): 15 percent. Private sellers on consignment (we hold the watch, photograph it, list it, sell it for you): 18 to 20 percent. White-glove tier (₹1 lakh and above) carries an additional 3 percent buyer-side fee.

For trusted dealers shipping directly: when delivery is confirmed and the buyer's 72-hour inspection window passes. For escrow private sellers: when the watch passes authentication and is accepted by the buyer. Settlement is by NEFT/IMPS to your KYC-verified bank account, typically within 3 working days after release.

Three outcomes depending on the reason. (1) Genuine but mis-described condition — we offer to relist with a corrected description, or return to you. (2) Service required — we offer to ship to a watchmaker (your cost) or return as-is. (3) Counterfeit or undisclosed franken — we refund the buyer in full, return the watch to you at our cost, and the listing is permanently banned. Repeat offenders are removed from the platform.

Yes. Box and papers help with valuation and resale, but they aren't required. Mark them as 'not included' in the listing wizard. Watches without papers may be priced lower than market and may take longer to sell, but they are listed with the same authentication standard as papered pieces.

Sign up for a seller account, complete KYC (Aadhaar + PAN), and use the 7-step listing wizard: brand & reference, condition, photos, description, price & service tier, shipping, review. The wizard checks the serial number against our duplicate-listing index and watermarks your photos before they go live.

We compare the watch in front of us against the listed reference: case shape and finishing, dial printing, hand sets, movement caliber and engraving, serial number depth and font, caseback and crown markings, bracelet links and clasp. For watches at ₹1 lakh and above we add a forensic step: timegrapher, loupe inspection of CNC marks and laser-etched serials, and a check against the brand's known fakery patterns for that reference.

Two-tier model. Watches under ₹2 lakh are authenticated in-house by Hourmark at our Bengaluru hub. Watches at ₹2 lakh and above receive a forensic check by our partner Time and Me — the same authentication partner trusted by Amazon India and the Indian Customs department.

Once the watch reaches our Bengaluru hub, authentication is typically 24 to 48 hours for under-₹2 lakh watches and 48 to 96 hours for forensic-tier watches at ₹2 lakh and above. Total order time depends on the seller's shipping speed, which is reflected in the live status on your order page.

Cert number, watch summary (brand, reference, year), authenticator name, date of authentication, serial-match verdict, and a small set of authentication photos with captions explaining what each photo demonstrates. The certificate is hosted at verify.hourmark.in/[cert-number] and includes a QR code for offline verification.

72 hours from delivery for the Daily and Luxe Authenticated tiers. For white-glove orders accepted at a partner centre with OTP, returns are limited to manufacturing defect or authentication-failure causes (because you inspected the watch in person before acceptance). Read the full Returns & Refunds policy for the precise scope.

If the watch is materially different from the listing (wrong reference, undisclosed damage, failed authentication on arrival): we pay return shipping. If you change your mind within the return window for any other reason: you pay return shipping (insured courier required). Worn watches cannot be returned for a 'changed my mind' reason.

Once the watch is received and inspected at our hub, refunds are processed within 3 working days. The actual money landing in your account depends on your bank — UPI / NEFT typically same-day, card refunds 5 to 7 working days.

Hourmark is the authentication and certification brand operated by Chronostop Enterprises Private Limited (the same legal entity that operates Dialroom). Hourmark issues the certificates; Dialroom is the marketplace where watches are bought and sold. Functionally separate brands, single legal entity.

Visit verify.hourmark.in and enter the cert number printed on the certificate (format HM-YYYY-XXXXXX). Or scan the QR code on the certificate with any smartphone camera. The lookup is public, free, and works without a Dialroom account.

Yes — this is our standalone authentication service. You ship the watch to our Bengaluru hub (insured), we authenticate it, and we ship it back with a Hourmark certificate. Pricing depends on the watch value: ₹1,500 for under ₹2 lakh, ₹3,500 for forensic tier at ₹2 lakh and above. Standalone authentication does not require selling the watch on Dialroom.

Revocation means we have evidence that the original authentication should not be relied upon — typically because the watch was modified after authentication (e.g. a movement swap), because new evidence of counterfeit emerged, or because the certificate was mis-issued. The verify page shows the revocation reason. Do not rely on a revoked certificate as proof of authenticity.

Email trust@dialroom.in with the listing URL or seller handle and a brief description of your concern. We investigate every report. Confirmed counterfeits or fraudulent listings are removed within 24 hours and the seller is permanently banned.

Yes. We comply with India's DPDP Act 2023. KYC documents are stored encrypted, accessed only by authorised compliance staff, and never shared with sellers or other buyers. Read the Privacy Policy and DPDP notice for the full list of categories we collect and your data-principal rights.

Yes, for both buyers (order-level KYC for orders above ₹2 lakh) and sellers (account-level KYC for everyone before listing). We use Aadhaar OTP, PAN match, and bank-account name match. Repeat dealers also submit GST and shop establishment proof.

UPI (PhonePe, Google Pay, Paytm, BHIM), Visa/Mastercard/RuPay credit and debit cards, net banking, and select bank EMI plans. International cards are not accepted in the POC. Razorpay is the integrated payment provider for the Indian launch.

When you pay, the money is held by our payment provider — neither Dialroom nor the seller can withdraw it. The seller ships the watch to our hub. We authenticate. If the watch passes and you accept it, we release funds to the seller. If it fails, we refund you. The seller never has access to your money before you have the watch in hand.

No. The price you see at checkout is the price you pay. The white-glove tier (₹1 lakh and above) shows the 3 percent buyer-side fee separately on the order summary before payment. There are no transaction surcharges, no convenience fees, no shipping insurance up-charges.

Sequel Logistics, Bluedart Plus, or partner-centre couriers (for white-glove). Every shipment is fully insured for the order value, signature-on-delivery, with photo proof at pickup and drop-off. We do not ship via India Post for watches above ₹20,000.

All major Indian cities and most Tier-2 towns. The full launch covers Bengaluru (the hub), Mumbai, Delhi/NCR, Hyderabad, Chennai and Kolkata. White-glove pickups are limited to cities where we have partner centres — currently Bengaluru, with Mumbai and Delhi opening next.

Not in the POC. Our authentication network and escrow flow are India-domestic only. International shipping is on the post-launch roadmap.

Every shipment is fully insured for the order value. If a watch is lost or damaged in transit, you are refunded in full (if buyer-bound) or the seller is paid the order value out of insurance (if hub-bound or seller-bound). We file the claim — you don't need to deal with the courier.