FAQ

DELIVERY INFORMATION

How will I know when my order is shipped?

You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped.

My order is wrong (missing or incorrect items).

We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

It may have happened due to orders being shipped separately or the item being out of stock at the time of order fulfillment.

If you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we'll get it sorted: your order number, the name of the item you didn't receive and a photo of the item you've received (if any).

Can I cancel or make change to my order?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout.

My address is wrong on my order.

If the order hasn't been shipped, email us as soon as possible with the following information: your order number, the correct address.

How do I track my order?

You'll receive an email once your order has shipped titled with all the tracking information. It will also contain your tracking link.

What if my tracking hasn't updated?

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

For orders to certain far destinations, please allow 14+ working days before contacting a member of our team.

What is customs duty?

When goods are imported into a different country or customs territory, there can be a charge applied called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.

If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to Diagor before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.

RETURNS & REFUNDS

How do I make a return?

For all the necessary information about our Returns policy, please follow this link.

I've made a return and still haven't received my refund.

If you've sent back your return but you're still waiting on your refund, we know it sucks, but this can be due to a few different reasons...  Depending on the country you're from and the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary from a few days to approx 30 days.

How can I check the status of my return?

When shipping your items back to us, we strongly advise you use a shipping method that offers a tracking number.