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Frequently Asked Questions |
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Ordering and Payments |
What are the card types that you accept?
We currently accept VISA, VISA Electron, Mastercard, VISA Delta, Solo, Switch, Maestro and American Express.
Can I pay by alternative methods?
YES
- During our order checkout progress when you reach the 'payment details' page you are invited to call us to complete your order over the phone with us. When you do this you will then have the option of paying by post (cheque\cash\postal order) or by direct or international bank transfer. The information you need to pay using these alternative methods will be given to your over the phone.
What currencies do you use?
For your convenience we provide the ability to display our web site in UK POUNDS, EUROS and AMERICAN DOLLARS. The currency selection tools can be found in the upper right hand corner of our web site. Please note that all transactions are billed in UK POUNDS and this will reflect on your card statement. We update our exchange rates once a week and the price currently displayed represents the exchange rate currently in use.
Is it safe to order online?
Di-Moda Clothing takes all the industry standard precautions to minimise any risk with using your card details to make payments on our website. During our our checkout you are invited to call us up to complete your order over the phone. We will accept your card details over the phone so you do not have to put them through our website if you prefer.
- Our payment page is protected by secure encryption methods (SSL) to make sure that your card details being sent to us cannot be intercepted, read or tampered with.
- During your payment we send your card details directly to our bank for authorisation using secure encrypted methods of communication.
If you believe your card has been used without your knowledge we advise you to immediately contact your bank. If your card was used in a transaction on our website WITHOUT your permission through no fault of your own, you are NOT liable for that payment if over £50. Di-Moda clothing will cover your liability. We will also give you all name\phone number and delivery information regarding the order. We encourage you to take the matter into your own hands!
Do I have to order online?
You are not required to complete an online order as we will gladly accept your order by telephone. If in the UK please call 01472 604477 or if outside the UK: +44 1472 604477.
Do you sell store gift vouchers?
Yes we sell gift vouchers that can be used both on our website and in our store. You can purchase gift vouchers by clicking on gift vouchers at the top of our website or by calling us directly to place your gift voucher order.
I am a new customer, how do I order?
We have aimed to make our website as simple as possible. If you however find yourself unsure how to place an order please contact us where we can both take your order over the telephone or walk you through using our website. We are happy to help!
Can I change my order?
Please contact us immediately regarding any changes to your order. If you are contacting us on the same business day before 4pm UK time we can usually help! If the item has been dispatched already we will be unable to change your order. We will be happy to help if you return the item when it arrives at your delivery address!
I forgot to use my discount code
Once you have made payment for your order you can no longer go back and add a discount code to the order.
Can I add a gift message to my order
Yes, during our checkout process when you provide us with the delivery address information, you have the opportunity to include gift wrapping services. Our gift wrapping services includes the ability to add a message to your purchased items. When using our gift wrapping service your invoice will be sent separately to your billing address. |
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Delivery and Shipping Guide |
How much will postage and packing cost?
The postage costs are displayed in both the order basket and during the checkout process. The delivery charges depend on the location being shipped to. As a rule of thumb we aim to keep to the following rules:
UK Deliveries:
£5.00
which will be delivered the next business day before 1PM
European Deliveries:
£10.00
which will be delivered within 5 business days
All other international Deliveries:
£15.00
which will be delivered within 7 business days
Are your orders tracked and insured?
All orders are posted via special delivery that is insured, track-able using our website and all orders require a person to be present to accept the delivery.
Can I pick my order up from your store?
You may visit our store to purchase items in person however we currently do not offer internet orders for collection once they have been paid for.
How long will it take my order to arrive?
The order delivery time will vary based on the time you placed your order and the ultimate destination of your order. UK orders will be delivered the next business by by 1PM (if ordered before 4pm). European deliveries are between 2 and 5 business days. All other international deliveries may take up to 7 business days. We have never experiences our orders taking longer than this, however we provide you with the ability to track your orders safe arrival.
Do you deliver to my country?
We aim to deliver to all countries. However due to political climate or natural events, we cannot always meet our expected delivery date for certain countries. If your order for any reason cannot be accepted by the delivery company we use, we will call you to let you know and will provide a full refund.
Do I have to pay import charges?
Customers in North America and Canada may be liable for import tax if the order is of considerable quantity and value. If this is the case your postal service will contact you to let you know they have your items and require you to pay any import tax due. We always aim to do our best to make sure your delivery does not suffer any import delays and we take great care to make sure our customs forms are attached to your delivery and accurate (We use customs forms CN22 and CN23)
What courier\shipping company do you use?
We currently use Royal Mail to ship all our orders. We have found them to be reliable and provide us with the information we require to offer you the delivery tracking system for no extra charge.
Can you leave the delivery in a hiding place?
If no-one will be available to sign for the order, please have it delivered to your work address or to a friend or family member. We do not arrange for items to be left outside or any circumstance where we cannot receive a signature. We are sometimes suspicious of orders that are being shipped to addresses other than the billing address. If this is the case we will perform additional fraud checks which may delay your order.
Can someone else sign for my delivery?
The order can be signed for by another person as long as it is at the delivery address you have given us.
Do you deliver to BFPO (British Forces) addresses?
Yes we deliver to BFPO addresses, if you would like to place a BFPO delivery please call us so we can arrange this by telephone. All items are delivered to the British Forces Post Office in London where the British Forces signs responsibility of the order from that point. We are unable to advise on the location of the item or track the order once it arrives in London.
I am not going to be in when you deliver my parcel
If you are not available when your item is delivered and no-one else is available to accept your item, then the delivery company will leave a card at the delivery address detailing how you can re-arrange to have the item delivered.
Can I track my order?
Yes, we always obtain a tracking code from our chosen shipping company\courier and we will relay this information to you. The fastest way to track your order is to click on the 'track my order' button at the top of our website. This will take you to a page displaying your recent orders showing estimated arrival date and will allow you to see where it currently is in the delivery network.
Where is my order?
Our order tracking service will answer this for you! If you do not have a tracking code or having trouble using the order tracking service, please contact us and we will help you further. |
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Our Products |
Will you be getting any more in?
Once an item is sold-out and we have no more in stock, we hide that product on the website. Of course we will listen to demand to place contact us if you want a particular item and we will attempt to find it through our our suppliers directly.
I need more information about the product!
If the information you require is not available either on our product information page or in the product brochure, you are very welcome to contact us and we will be happy to answer! Remember if there is something you want to know and it is not available on our website - please let us know!
I cannot see an advertised item on your website
Once an item is sold-out and we have no more in stock, we hide that product on the website. It will return that item onto the website if we replenish our stock, however due to the bespoke nature of our orders with the labels we deal with - this cannot be guaranteed.
The product I ordered is now reduced, can you refund the difference?
As with all retailers are prices can go up as well as down. The price you pay is the price we advertised the moment you place the item into your shopping basket. If the price changes between adding the product to your basket and paying for the item - you will be charged the lower price. We do not refund any price changes if made at a later time or date. |
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Problems Using our Website \ Technical Problems |
Please note that if you have trouble with our website, we are happy to take your order over the telephone! Give us a call if you'd like to complete it via telephone.
I cannot see any of the product images
We use adobe flash to display our product images, your computer will need flash installed to see our products. Visit www.adobe.com for more information.
My email address \ password is not recognised
If you have forgotten your user name you, at the point of 'login' you should look out for the 'I have forgotten my password' link. This will take you to the password reminder service. If you have forgotten your email address, please contact us and we will aim to remind you of your email address.
FOR SECURITY REASONS WE WILL NEVER TELL YOU YOUR PASSWORD, YOU SHOULD USE THE PASSWORD REMINDER SERVICE TO HAVE IT SEND TO YOUR EMAIL ADDRESS.
I'm having problems using the website
If you are having problems with your basket or any other technical problem, please contact us. We will investigate the problem and take your order by phone instead.
I have not received a reply to my query
If you do not receive a reply to your query within 24 hours, we've done something wrong and apologies! Call us and tell us off!
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Our Returns Policy |
Di-Moda Clothing is proud to be the first menswear retailer to offer a no-hassle 30 day returns policy on all our items. It does not matter what the reason is at all - as long as the item is returned in an unworn and perfect condition with the original tags un removed.
I need to return an item
If you need to return an item, please contact customer services and we will let you know what you need to do.
Could you confirm you have received my return?
We will confirm either my telephone or to the email address registered for your store account the moment we receive your item.
How long will it take to receive my refund?
One we have received a returned item in perfect condition, your card statement will reflect a refund within 7 working days.
When will I receive my replacement?
You will receive your replacement the moment the original item is returned to us in perfect condition. Please see our regular delivery times for the timeframe involved.
Part of my order is missing
If you believe that a part of your order is missing you should contact us immediately so we can investigate the matter further.
Can I return my goods in person?
Yes you can return your goods in person! We will be happy to help you directly!
Do I have to pay for return postage?
If you want to return an item to us for any reason you are liable for the shipping costs back to us. You are also liable for the delivery costs involved in sending the replacement back to you UNLESS the return is our fault, in which case you will receive complimentary shipping back to you.
We do not refund the delivery charges
You have refunded me the wrong amount
If you believe you have been refunded an incorrect amount please contact us immediately so we can investigate. We remind you that we do not refund the delivery charges so please take this into consideration.
My order contains a faulty item
Please contact the customer helpdesk so that we can arrange for your return and\or replacement\refund!
I have received an incorrect item
Please contact our helpdesk immediately so we can correct your order! |
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Further Company Information: |
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