Shipping & Returns

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.

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 - £3.50, Royal Mail 2nd Class (3 working days)

US: $5.00, Royal Mail International (7-10 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)

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 free next-day shipping via DHL Express on total order values above £250 in the UK. For orders under £250, we offer a flat shipping rate of £5. To qualify for next-day shipping, purchases must be placed by 12pm GMT Monday through Friday, and excluding weekends and bank holidays. 

* Royal Mail Signed For First Class will be used for Remote Areas within the UK

EASY RETURNS

We offer free returns within the UK. All purchases may be returned within 28 days of the signature of receipt. Items must be unworn, unwashed, undamaged with all original tags attached.

Using your included DHL returns label, there are three ways to return. 

Option A – Book a Collection 

You can book a DHL collection for pick-up here. Enter your return shipment label 10-digit waybill number located under the barcode of your printed returns label that starts 'WAYBILL XX XXXX XXXX'.(Please enter the number without any spaces.) Review your details and select a convenient day and time.

Option B – Call DHL to Arrange a Booking

Call DHL Customer Service on 0844 248 0844 and quote your 10-digit waybill number located under the barcode of your printed returns label that starts 'WAYBILL XX XXXX XXXX'.

Option C – DHL Service Point

You can drop off at a DHL Service Point near you. Click here to find the nearest DHL Service Point.

Once your return has arrived, please allow 5-7 business days for your refund to be processed. Refunds are returned to the original payment method used at the time of purchase. 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, with an estimated delivery of 1-3 working days. For orders below $250, we offer a flat shipping rate of $8. 

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
75 - 83 East Road 
Third Floor, Studio 1 
London N1 6AH

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 1-3 working days at a flat fee of £8. Free shipping above £250.

EUROPE (EU & Non-EU): DHL Economy Select shipping with an estimated delivery of 2-4 working days at a flat fee of £20. Free shipping above £250.

Australia, New Zealand, Canada, Hong Kong, Singapore, Japan: DHL Express shipping with an estimated delivery of 2-5 working days at a flat fee of £20. Free shipping above £250.

India, Israel, Malaysia, Taiwan, United Arab Emirates, Cayman Islands, Puerto Rico: DHL Express shipping with an estimated delivery of 2-5 working days at a flat fee of £25. Free shipping above £250.

Not seeing your country? Email us at experience@daiwear.com.

Any applicable import customs duty and taxes will be billed to the customer.

Brexit update for EU customersStarting from Jan 1, 2021, EU customers may be asked to pay duty, taxes, and customs fees before they can receive their shipments. During this transition period, we are able to refund EU customers 20% UK VAT included in all GBP retail prices upon proof of local VAT payment. EU customers are responsible for paying any applicable local sales taxes.

 

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
75 - 83 East Road 
Third Floor, Studio 1 
London N1 6AH

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.

Can Dai'namic Kits be returned? 
Dai'namic Kits may be returned per our Returns & Exchanges Policy. If 2 or more items are kept, the kit discount will continue to apply to your remaining items. If only 1 item is kept, you will be refunded the price of the returned item(s) less the kit discount i.e. pay for the full price of the 1 kept them.