1. DO I NEED AN ACCOUNT TO PLACE AN ORDER?

All you need is your email address to place an order. Please register for a DIZENN account so that you can start adding your favorite pieces to your Wishlist, get exclusive offers and promotions and a quick checkout process.We understand traditional e-commerce registrations can be a lengthy process so we have simplified it as much as possible to make it easier just for you.

2. I HAVE FORGOTTEN MY PASSWORD… WHAT SHOULD I DO?

Simply click on ‘Forgot your Password?’ on our Sign In page and enter the email address you have registered with. You’ll then receive an email to reset your password.

3. HOW DO I RECEIVE DIZENN EMAIL UPDATES?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address under ‘Connect’ at the bottom of our homepage. Email preferences can be easily clicked under Sign In Page.

4. HOW DO I PLACE AN ORDER ON YOUR SITE
  • Choose a category or designer from the top navigation menu or search to explore a specific style or trend.
  • Select the size of your item and click ‘Add to Cart’. Once you have finished adding your items, proceed to Checkout page.
  • Sign in to your account if you have not already done so. If you do not have an account, simply enter your email address or easy log in with Google or Facebook to proceed.
  • Enter your delivery, billingaddress and select payment method to complete your order. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way!
5. WHERE CAN I FIND SIZE & FIT ADVICE?

Click on ‘Size Chart’ on the item’s page to view our conversion chart. For further questions, you can email us under Contact Us.

6. CAN I CANCEL OR MAKE CHANGES TO MY ORDER?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order or click cancel under Orders page. If an item has not been shipped, you will be able to cancel your order for a full refund. However, we are unable to add or cancel items to an existing order once item is shipped from our partner, hence we welcome you to place a new order for any additional pieces after following return policy once you return the item back to our partner boutique in an original condition. Further information on cancelling an order, it can be found in our Returns & Refunds Policy.

7. WHY IS DIZENN PRICING SPECIAL?

At DIZENN, you are purchasing pieces from luxury and emerging brands and boutiques from Europe, expertly curated for you by DIZENN’s very best at the same price as Europe. Prices on DIZENN are determined by each DIZENN partner, therefore the price of the same item may vary depending on your location and where you order an item from.Although we do not have any control over price variation, we will always offer you the best price available to your destination at the time of purchase.

Please note: Placing an item in your Shopping Cart or Wishlist does not reserve an item at a particular price.

8. WHICH CURRENCIES CAN I SHOP IN?

The currency that you shop in is determined by your shipping destination and will be displayed at Checkout before completing your purchase. If your local currency is unavailable, your order will be charged as a default currency in EURO.

9. WHEN WILL MY CARD BE CHARGED?

If you pay by credit card, debit card or PayPal, DIZENN will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

10. WHICH PAYMENT METHODS DO YOU ACCEPT?

* Visa
* MasterCard
* American Express
* PayPal (All credit card options available)
Please note: we do not accept cash on delivery or payments in installations.

We are continuously working on adding more payment methods for you!

11. WILL MY PERSONAL DETAILS STAY SAFE?

We keep your personal data private and confidential and only give it out with your consent or if legally required by a court of law under a recognized sovereign jurisdiction. For further details, please see the DIZENN Privacy Policy.

12. ARE YOU GOING TO HAVE MY SIZE AGAIN?

To be notified if a sold out item becomes available again, please email us at info@dizenn.com.

13. CAN I RESERVE AN ITEM TO BUY IT LATER?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping cart or wishlist does not reserve it.

14. ARE DIZENN ITEMS AUTHENTIC?

Our offerings are expertly curated from the best luxury fashion boutiques from Europe that we guarantee all items from DIZEN are authentic.

*Please note authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.

15. HOW WILL MY ORDER BE PACKAGED?

Your order will be carefully packaged in a protective box to ensure it arrives to you in great condition. Additional branded items such as dust bags will be included if provided by the brand.

16. HOW MUCH WILL I BE CHARGED FOR SHIPPING?

We offer worldwide FREE SHIPPING for all our customers! This is the exciting service that we are offering as a token of appreciation to our fabulous customers worldwide. DIZENN strives to deliver no hidden costs of authentic luxury products directly shipped from Europe.

17. WHEN WILL I RECEIVE MY ITEM AND HOW CAN I TRACK DELIVERY?

Once your order details are confirmed, your item will be carefully prepared and sent on its way within 2 business days. Delivery will normally take 2-10 business days after dispatch, depending on your location and chosen shipping method.

We will keep you updated with tracking information and an estimated delivery date by email confirmation. You can also follow the progress in your account under ‘My Orders’ or email us at info@dizenn.com for further information. If you ordered from multiple DIZENN partners, please bear in mind that your items may arrive separately.

18. WILL I NEED TO PAY DUTIES AND TAXES?

DIZENN ships to most destinations on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery unless specified at the checkout page as DAP. If you live in a DAP destination or specific item is purchased, you may need to pay additional import duty or tax required by the destination custom.

If a DAP (Delivery At Place) destination is selected (i.e. customers outside of the European Union, USA, Canada, China, Australia, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, India, Norway, Saudi Arabia, Taiwan, Thailand, U.A.E., Japan and Mexico), the price you pay to DIZENN will exclude all relevant import duties and sales taxes. As the recipient, you must pay these directly to our carrier or relevant authorities to release your order from customs upon arrival.

For US customers, DIZENN does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office/respective tax authority.

19. WHY CAN’T CERTAIN ITEMS BE SHIPPED TO ME?

While DIZENN ships all items internationally, some items may not be available to purchase in every region due to restrictions by local customs in the country you are shipping to. If this case occurs to you, you will be notified by our customer service representative or local custom if an item is prohibited or restricted to be shipped to your destination.

Please note: Real fur and exotic skins cannot be shipped to the state of California. We are also unable to ship jewelry (including costume jewelry) or fur goods to Russia. Feel free to contact us at info@dizenn.com for further information.

20. WHAT IS YOUR RETURNS POLICY?

If your purchase isn’t quite right, you can return within 14 days of your delivery date in an original condition.

We recommend that you return your item within 10 days of receipt to ensure it will be returned to the original location in time. If you would like to exchange an item, you will need to return the item first and place as a new order. Simply email us at return@dizenn.com with product information for detail returning instruction from us. For further information on returning an order, view our Returns Policy.

21. HOW DO I PACKAGE MY ITEM(S) FOR RETURN?

Simply follow detail steps in the return process email sent to you once you email us at return@dizenn.com.

Please prepare your item as below additional instructions for a pick up service request:

  1. Place any unwanted items with original packaging inside the protective box and leave it open until the driver has checked the contents
  2. Attach the Return Label and a signed copy of the Return Note to the outside of the box. Please do not attach any labels to an item’s branded box.

If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding Return Label attached to the outside of each box.

22. WHEN WILL I RECEIVE MY REFUND?

As soon as your item is received and accepted by our partner in an original condition, we will send an email to confirm the completion of your refund process.

**Please note:

For change of mind return, you will receive a refund excluding delivery costs once our partner receives a product back in an original condition within 14 days from a purchase date. Any item that is not returned in an original condition is not acceptable for a return. No cancellation made after item is shipped. All customized, vintage, and sales items are final sales and not acceptable for a return.

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.

23. WILL SHIPPING & DUTIES BE REFUNDED ON RETURN?

While we offer easy returns for all orders, the original delivery and return delivery costs won’t be included in your refund. If you have shipped an order to a DAP (Delivery At Place) country, taxes and duties are non-refundable through DIZENN. You may be able to recover these by contacting your local customs office directly.