Shipping & Returns

COVID-19 SHIPMENTS AND RETURNS UPDATE 

We stand in solidarity with the global crisis, and we take health and safety seriously at Dai for everyone, including our fulfilment team and delivery couriers. We are adhering to government guidelines, and you can still order anything on daiwear.com for delivery within 3 - 7 business days or gift yourself or a Dai'namic friend an eGift Card during this time.

Returns will be processed once a week at this time until the UK Government indicates it is safe for our full distribution team to return to work, however we have extended the returns timeframe to 100 days for orders placed after 1st of March 2020. We recognise that this is an unprecedented and unique situation and appreciate your flexibility and support as we continue to monitor closely with everyone's safety and well-being in mind. Our channels are always open so if think we can be doing anything more or got something on your mind, we're here and listening.

 

PREORDERS

Our preorder products are made in limited quantities and are made to order. To reserve the item for you, we charge your card upfront to avoid any future interruptions related to card expiration or replacement. Your item will ship within a few days of the date indicated on the individual product page and total order value if your order does include Dai non-mask products.

 

MASKS FOR HEROES

Masks will be shipped between the indicated date range on the product page at the time of ordering. We are unable to offer returns or exchanges on face masks due to health and hygiene reasons, all sales are final. Shipping rates will be calculated at the checkout depending on the amount of masks purchased. 

UK: £2.50 - £4.50, Royal Mail 2nd Class (3 working days)

EU: £2.50 - £7.50, Royal Mail International (3-7 working days)

Norway & Switzerland: £5.00, Royal Mail International (3-7 working days)

US: £10.00, Royal Mail International (7-10 working days)

Rest of world: £10.00, Royal Mail International (7-10 working days)

 

DHL EXPRESS

We are proud to partner with international express courier DHL Express on all our shipments. As a part of our commitment to sustainability, we elect the DHL GoGreen Climate Neutral service for every shipment, meaning that Dai makes a corresponding contribution to a climate protection project, thus neutralising shipment carbon emissions, for every parcel delivered. Read more about Dai’s packaging and shipping commitment here.

UK

EXPRESS NEXT DAY DELIVERY 
We offer a flat rate of £5 for next day DHL Express shipping in the UK* for all purchases placed by 12pm GMT Monday through Friday, and excluding weekends and bank holidays. From time to time, we offer free next day DHL Express shipping in the UK. Please sign up for our mailing list to be the first to know when we have complimentary shipping promotions.
* Royal Mail Signed For First Class will be used for Remote Areas within the UK

EASY RETURNS

We offer complimentary returns within the UK. All purchases may be returned within 14 days of the signature of receipt. Items must be unworn, unwashed, and undamaged with all original tags attached.

Please email experience@daiwear.com to activate your DHL return label included in your delivery. Once your return has arrived, please allow 5-7 business days for your refund to be processed.

Refunds are made to the credit card used for the original purchase and PayPal.

If you ship via another courier service, please keep your proof of receipt for your records, and we recommend using a trackable service. 


EXCHANGES

We are unable to offer automatic exchanges, so instead, we provide a combination of free shipping, free returns, and store credit to make sure you receive the correct item and size.

Please email experience@daiwear.com to activate your DHL return label included in your delivery. Once your return has arrived, we will issue you store credit so you can order the correct item and size.

All purchases must be returned within 28 days of the delivery date. Items must be unworn, unwashed, and undamaged with all original tags attached.

If you ship via another courier service, please keep your proof of receipt for your records, and we recommend using a trackable service. 

 

US

TRACKED & SIGNED DELIVERY 
We offer free US shipping on total order values above $250 via DHL Express shipping with an estimated delivery of 1-3 working days. For total order value below $250, shipping rates are as follows:
New York, NY (zip codes 10001-11697): flat rate of $12
Rest of US: flat rate of $20

Outside of the EU, any applicable import customs duty and taxes will be billed to the customer.

EASY RETURNS
All purchases may be returned within 14 days of the signature of receipt. The items must be unworn, unwashed, and undamaged. For returns outside of the UK, we are not able to provide complimentary return shipping, and your refund amount will reflect the deducted return shipping cost of $20.

HOW TO RETURN

Please email experience@daiwear.com to notify us of your return. We will send you a DHL return label, waybill documents and your return commercial invoice documents. Print all the pages, securely attach the shipping label and remove all other labels, and hand the remaining documents to DHL.

Pack your return securely with the original packaging if possible, and please include your original packing slip. Clearly mark the return packages ‘British Return Goods’ as your returned items are not applicable to customs duties and taxes once they reach the UK. Note: All return items must be unworn, unwashed, and undamaged.

Our return address is:

Dai Studios
Unit 504, E1 Studios
7 Whitechapel Road, Shadwell
London E1 1DU

Once your return has arrived, please allow 5-7 working days for your refund to be processed. We’ll send you an email once the refund is on its way. Please note that refunds will be made to the original method of payment.

If you ship via another courier service, please keep your proof of receipt for your records, and we recommend using a trackable service. 

If you have any questions, reach out to us at experience@daiwear.com.

EXCHANGES
We are unable to offer automatic exchanges, so instead, please initiate the returns process, and we will offer free shipping on the exchanged item(s) back to you and store credit to ensure you receive the correct item and size.

On all exchanges, the return must be returned within 14 days of the delivery date. Items must be unworn, unwashed, and undamaged with all original tags attached.

 

REST OF WORLD

TRACKED & SIGNED DELIVERY
CHANNEL ISLANDS: DHL Express shipping with an estimated delivery of 1-2 working days at a flat fee of £10
EUROPE (EU): DHL Economy Select shipping with an estimated delivery of 2-3 working days at a flat fee of €12 to the following countries: Belgium, France, Germany, Ireland, Luxembourg, Monaco, Netherlands, Italy, Portugal, Spain, Austria, Czech Republic, Denmark, Finland, Greece, Hungary, Lithuania, Poland, Sweden, and Slovenia
EUROPE (NON-EU): DHL Economy Select shipping with an estimated delivery of 2-4 working days at a flat fee of £20 to the following countries: Switzerland, Norway
REST OF WORLD FOR £20: DHL Express shipping with an estimated delivery of 2-5 working days at a flat fee of £20 to the following countries: Australia, New Zealand, Canada, Hong Kong, Singapore, Japan
REST OF WORLD FOR £25: DHL Express shipping with an estimated delivery of 2-5 working days at a flat fee of £25 to the following countries: India, Israel, Malaysia, Taiwan, United Arab Emirates, Cayman Islands, Puerto Rico
Not seeing your country? Email us at experience@daiwear.com.

Outside of the EU, any applicable import customs duty and taxes will be billed to the customer.

EASY RETURNS
All purchases may be returned within 14 days of the signature of receipt. The items must be unworn, unwashed, and undamaged. For returns outside of the UK, we are not able to provide complimentary return shipping. The return shipping cost is equal to the outbound shipping cost for your country as per the shipping costs above, and will be deducted from your total refund amount.

HOW TO RETURN

Please email experience@daiwear.com to notify us of your return. We will send you a DHL return label, waybill documents and your return commercial invoice documents. Print all the pages, securely attach the shipping label and remove all other labels, and hand the remaining documents to DHL.

Pack your return securely with the original packaging if possible, and please include your original packing slip. Clearly mark the return packages ‘British Return Goods’ as your returned items are not applicable to customs duties and taxes once they reach the UK. Note: All return items must be unworn, unwashed, and undamaged.

Our return address is:

Dai Studios
Unit 504, E1 Studios
7 Whitechapel Road, Shadwell
London E1 1DU

Once your return has arrived, please allow 5-7 working days for your refund to be processed. We’ll send you an email once the refund is on its way. Please note that refunds will be made to the original method of payment.

If you ship via another courier service, please keep your proof of receipt for your records, and we recommend using a trackable service. 

If you have any questions, reach out to us at experience@daiwear.com.

EXCHANGES

We are unable to offer automatic exchanges, so instead, please initiate the returns process, and we will offer free shipping on the exchanged item(s) back to you and store credit to ensure you receive the correct item and size.

On all exchanges, the return must be returned within 14 days of the delivery date. Items must be unworn, unwashed, and undamaged with all original tags attached.

 

What if my items arrive damaged or incorrect?
We inspect each of our products to meet the highest quality standards before shipping. If you receive a damaged or incorrect item due to a manufacturing fault, please contact experience@daiwear.com with your order number and description and photos of the damaged item. We’ll be sure to look after you.