FAQs

Product Information

Pre-Order Items

Pre-order items are from a recent collection that can be placed in advance. Purchasing a Pre-order item, you reserved the product in your preferred style and size. Estimated time frames are stated on the product page and may take several weeks, potentially arriving sooner or later than estimated.

Pre-Order garments can be returned or cancel based on our returns and cancellation policy. You will be charged at the time of shipping.  To find an update on your pre-order item, please contact us.

Made To Order Items

Made to order items are custom-made garments exclusively made for you. Once a made to order item has successfully been submitted, you have 48hrs from the order date to modify or cancel.

Once the time frame to change passes it cannot be cancelled, modified, or returned for a refund. These items are final sale.

Sizing

We provide a size guide on to help determine the best fit for you.

If you need additional assistance, please Contact Us.

Orders & Payment

Payment option

 At this time, we accept the following:

1. Visa
2. American Express
3. MasterCard
4. Shop Pay

Please note your billing information must match the billing information of the payment method at checkout.

Can I Cancel/Modify an order?

Once you placed an order for ground shipping, you have 24 hours to cancel or modify by contacting us. Once 24 hrs has passed, we cannot cancel or modify.

For express orders, please contact us immediately after placing the order to help assist.

If you would like to return an item, please refer to our returns & exchanges policy.

Pre-orders that have not yet shipped can be cancelled by contacting us.

Made to Order and personalized items, cannot be canceled, or modified after 48 hours from the time it was placed. These items are considered final sale and cannot be returned.

Shipping & Delivery

For items that are available for immediate purchase, you can select the following options:

USA

UPS	$15	GROUND (3-5 BUSINESS DAYS)
UPS	$35	2 -DAY AIR ORDER MUST BE PLACED NO LATER THAN 4PM EST
UPS	$55	NEXT DAY AIR ORDER MUST BE PLACED NO LATER THAN 4PM EST

 

All orders are processed Monday-Friday (excluding holiday). In order to ensure proper delivery times, for 2^nd day & next day air orders must be placed by 3pm EST.

DíOMí cannot be held responsible for any unanticipated delivery delays beyond DíOMí’s control.

How can I track the status of my order?

Once we shipped your order, you will receive an email confirmation with a tracking number and delivery details.

If you need further assistance tracking your package, please contact UPS directly at 1 (800) 742-5877 and provide your tracking number that is shown in the email.

Delivery Restriction

• Items purchased from the U.S. may only be shipped within the continental U.S. and to Alaska, Hawaii and Puerto Rico.
• If you would like to ship an order internationally, you may contact us and a Client Advisor will assist you in placing an order. (Please note customers are responsible for all duties and taxes for international shipments.)

Items can only be shipped to one address per order. To ship to multiple addresses, please place a separate order for each location. 

In-store Pick Up?

Currently DíOMí merchandise is only available online directly or visiting a store near you that carries our brand. 

To find a nearby store please check out our store locator.

Returns & Exchanges

Returning an item

We will happily accept returns for eligible items purchased from DíOMí.com. Our team will issue a full refund (excluding original shipping costs) to your original method of payment for all eligible returned merchandise.

The return window for online purchases is 30 days from the date of delivery.

Return By Mail:

We currently do not offer free returns. Customers are responsible for the return shipping fee, which is non-refundable. Returns must be shipped within the 30 days period. All Returns must be shipped to the following address:

FOR USA: DíOMí Warehouse Attn: Returns 265 W 37th Street Ste 402. New York, NY 10018

INTERNATIONAL: Best of New York Attn: Online Return 23 rue 31 Décembre, 1207 Genève, Switzerland

 

Please refer to our RETURN/EXCHANGE POLICY below for more information.

RETURN/EXCHANGE POLICY

Eligible returns of products purchased on DíOMí.com may be made by mail. Items must be returned within 30 days from the date of delivery.

Returned merchandise must meet the below requirements to be accepted for a refund:

• All items must be in original condition with original tags/ribbons attached. All merchandise that has been worn, used, altered, or damaged will not be accepted.
• Made to Order are final sale and cannot be returned.
• Items purchased in Brazil or other retailers cannot be returned to DíOMí. These items may only be returned to the store of the original purchase.
•  All items must match those identified in return request and will be inspected upon arrival back to our warehouse. Failure to be returned in their original condition may lead to cleaning charges or refusal.

Unreasonable Claims/ Fair Use Policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund, charging a restock fee and/or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering, and returning higher than the average return rate and unusual patterns of returns activity.

DíOMí reserves the right to charge a restock fee of $25 from customers who return higher than the average rate & pursue any legal action for fraudulent activities.

How do I exchange an item?

We are happy to facilitate exchanges for online purchases. To request an exchange, please contact Us. Returned merchandise must meet the conditions and guidelines listed in the Online Return Policy to be accepted for an exchange. Please note exchanges are subject to merchandise availability and DíOMí is not responsible for shipping cost.

Are delivery charges refundable?

Any original shipping charges incurred at the time of purchase and for returns are non-refundable.

How long does it take for a refund to be issued?

Merchandise returned by mail to the warehouse will be processed within approximately 7-10 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment used.

Orders purchased using Shop Pay are subject to the loan agreement. If your return is processed within 30 days from the shipment date, your loan with Shop Pay will be canceled before your first payment is due. If your return is processed after the 30-day timeframe, you will be charged for the first loan payment which will then be refunded after the return has been submitted.

Care & Repair 

How Do I Care For My Fur Jackets?

As we know, fur is very sensitive to light. To avoid discoloration, please keep ALL fur pieces from sunlight & store it in warm-cool temperature with like colors.

To bring your fur piece alive please see our care instructions.

How Do I Care for Silks?

Silks can be hand wash, with deliquiate detergent and line dry but for optimum appearance we highly suggest dry cleaning all silks with minimal chemicals used to not damaged/decolorate the product.