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FAQ's

GENERAL ENQUIRIES


WHERE IS MY ORDER?

When your item is ready for dispatch, you will receive a tracking number. Royal Mail uses their own track and trace system to find out where your parcel is. Royal Mail can offer you real-time details of your parcel's progress as it speeds through the Royal Mail network. You can track your parcel by clicking here.

WHAT PAYMENT METHODS CAN I USE?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept gift cards, PayPal, Apple Pay, Google Pay, Klarna, Clearpay, Zip pay and Laybuy. You can pay in weekly, bi-weekly and monthly instalments. Please see our finance options page for more information.

WHAT IS YOUR RETURNS POLICY?

We hope you’re delighted with your order. If not, you may return your order to us within 14 days of delivery signature - subject to the conditions below. Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted and returned back to you (or in the case of faulty items - see below).

Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted. We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (for information on washing instructions please refer to the wash label inside the garment before washing). When trying items on the item should not come into contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface (carpeted surfaces are recommended). Please ensure all items are also at a safe distance from pet hairs.

The returns department ensure all returns are inspected thoroughly. Staff will decide upon inspecting the item if it is deemed resalable and will pass the information on to our customer services team who will further assist you with your return.

DJK aims to process all returns within 5-10 working days of receiving the item(s).

You will be notified by email once your item has been Exchanged / Refunded or Credit note provided. Refunds can take up to 5 working days to show on your account balance dependant on your banking provider. Exchange emails will be sent once the exchanged item is on its way to you. The tracking number for this will be provided in the email also. If a credit note is required, it will be sent through an email with an online code to use during your next visit to our website.

Please note - All products stating "FINAL SALE" can be returned for an exchange or store credit. Unfortunately we do not offer refunds on "final sale" items.

Please see our returns page for more information regarding returns and exchanges.

ORDER INFORMATION


CAN I CANCEL MY ORDER?

As soon as you place your order the dispatch team are already working on it, we know you want your order as fast as possible. Unfortunately this means we will be unable to make any changes as it's already being processed at the warehouse. You'll need to place another order or return any unwanted items.

HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order.

If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our Belfast store. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

HOW DO I RETURN/EXCHANGE AN ORDER?

We hope you’re delighted with your order. If not, you may return your order to us within 14 days of delivery signature. Please package your item(s) up securely along with your returns form inside of the parcel stating the reasoning behind your return. Your return must include all original product packaging, tags and any other product accessories. The item(s) must also be in brand new condition and unworn.

Label the package. On your returns form you should be able to see our returns address. Please send your order to this address. DJK INTERNATIONAL 443-445 Newtownards Road Belfast BT4 1AQ

Complete the return. Please make sure you seal the package securely and please send your products under a service that is able to be tracked through the full returns journey. This ensures we are able to locate the parcel if there are any issues. If your items don’t make it back to us, you’ll need to open a dispute with the carrier.

Please see our returns page for more information regarding returns and exchanges.

IN WHAT PACKAGING WILL I RECEIVE MY ORDER?

When your order is confirmed and processed the picking and packing stage begins.

In most cases, your product will be wrapped in the original packaging complete with tags. The product will then be placed inside a custom DJK zip seal bag accompanied by a personal note, invoice and complimentary marketing materials.

CAN I PLACE AN ORDER BY TELEPHONE?

No — As we strive to ensure all customer information is kept completely private and to enhance our fraudulent order security we no longer take telephone orders. All orders should be placed through the website where you will be taking through the relevant identity and security checks before checkout.

FINAL SALE POLICY

Please note - All products stating "FINAL SALE" can be returned for an exchange or store credit. You can see the "FINAL SALE" tag on collection pages for each individual product. It is also stated above the add to cart button on the specific product page. Unfortunately we do not offer refunds on "final sale" items.

PRICING AND PAYMENTS


WHAT CURRENCIES CAN I PAY IN?

The currency that you shop with is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in GBP for a competitive exchange rate.

WHEN WILL MY CARD BE CHARGED?

As soon as you have placed your order and have gone through the checkout process your card will be charged. This may take a little longer to show up on your statement dependant on which supplier you bank with.

WHAT PAYMENT METHODS CAN I USE?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept gift cards, PayPal, Apple Pay, Google Pay, Klarna, Clearpay, Zip pay and Laybuy. You can pay in weekly, bi-weekly and monthly instalments. Please see our finance options page for more information.

WILL MY PERSONAL DETAILS BE SECURE?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all transactions, to ensure the authenticity of each payment.is 100% secure (ssl certificate)

PRODUCT INFORMATION


STONE ISLAND

Just like many independent stores across the UK and beyond DJK are now obliged to remove CLG tags from all Stone Island Menswear products in order to protect the company and supplier.

In the United Kingdom the sale of Stone Island is authorised through a UK distributer. The distributer and Stone Island own the full rights to the brand in the UK as well as managing the price control of all products. The brand and partner company actively try and trace suppliers to completely shut down the external supply of Stone Island as they want to restrict which businesses and where the brand can be sold.

C.P. COMPANY

Just like many independent stores across the UK and beyond DJK are now obliged to remove CLG tags from all C.P. Company Menswear products in order to protect the company and supplier. In the United Kingdom the sale of C.P. Company is authorised through a UK distributer. The distributer and C.P. Company own the full rights to the brand in the UK as well as managing the price control of all products. The brand and partner company actively try and trace suppliers to completely shut down the external supply of C.P. Company as they want to restrict which businesses and where the brand can be sold. Many C.P. Company products are sold with detachable elements such as lens viewers and goggles. The elements from those specific products are advised to be removed before washing and or dry cleaning. These external elements of the product are produced for that particular garment and are not made in bulk by the brand or supplier so can not be replaced if stolen and or lost.

DJK is in no way responsible for damage caused when inserting/removing C.P. Company goggles, lenses or releasing closures and poppers on garments. Every product is thoroughly checked and is checked for quality control during the order process.

PRODUCT AND PACKAGING

Every item is thoroughly checked before dispatching the order. Each order is tested against a checklist which includes investigating the size, condition and colour of each product as well as ensure the packing and tags are complete with the product before dispatch.

FOOTWEAR

All footwear is checked prior to order dispatch.

DJK asks that all footwear is tried on a carpeted surface to ensure the cleanliness of the sole of the shoe is kept in the original condition. We are not obliged to accept any return on footwear if the product seems as though it has been worn outside of our terms and conditions.

All footwear will be delivered in the original packaging with all relevant materials unless stated otherwise.

ACCESSORIES

Accessories are sent in all original packaging and with the correct tags and materials attached.

We please ask all customers to be careful when trying on accessories and ensure that if returned, the product is in the exact same condition as when delivered

FINANCE OPTIONS


WHAT FINANCE OPTIONS DO YOU OFFER?

DJK offers a variety of interest free finance options for UK and ROI customers.

To see all of the available finance options on the platform please see the finance options page.

WHAT PAYMENT AGREEMENTS ARE IN PLACE?

The payment agreements vary between each individual finance option.

Please see the finance options page for more information regarding payment agreements.

HOW DO I CHECKOUT USING A FINANCE OPTION?

When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to select the finance option.

You will then be redirected to the relevant checkout page for the finance option.

ELIGABILITY

All available finance options determine the eligibility of the customer attempting to use the service.

DJK is in no way influenced or influences the decision of the finance agreement. This decision is solely made by the company.

SALE EVENT INFORMATION


FINAL SALE POLICY

Please note - All products stating "FINAL SALE" can be returned for an exchange or store credit. You can see the "FINAL SALE" tag on collection pages for each individual product. It is also stated above the add to cart button on the specific product page. Unfortunately we do not offer refunds on "final sale" items.

MY PAYMENT HAS BEEN ACCEPTED. DOES THAT MEAN MY ITEMS ARE SECURED?

Generally, when purchasing goods online throughout the year as soon as you have paid for the items this means we have accepted the order and it has been confirmed that your order is there. However, during sale periods due to the huge influx of orders and the volume of people shopping online at the same time the website can sometimes process multiple payments within milliseconds of each other which means stock can sometimes oversell.

In the unfortunate circumstance that this happens, we will be in contact within 7 days of you placing your order to try and resolve the case for you.

Please note that by placing items in your basket does not secure your items. We have 1,000's of customers online at the same time checking out simultaneously, this means that items sell within nano seconds, we cannot be held accountable for products selling out quicker than customers can checkout.

MY ORDER HAS BEEN PLACED, MONEY DEPOSITED BUT I HAVEN'T HEARD ANYTHING SINCE.

Once your order has been placed you will receive a confirmation email to say that the order has been placed and you have paid for the items. The next time you will then be updated is when your item has been officially confirmed, picked, packed and is ready for dispatch.

If you have waited over 7 days since your order and haven't had any more correspondence this could mean we have not go to picking your order yet. We aim to dispatch all orders during a sale period as quickly as possible, however due to the influx of orders there can sometimes be a delay on your goods being dispatched.

If you have not received your confirmation email please check your other folders within your email inbox. In some cases, if we have not emailed you before, your confirmation email will go into your junk folder.

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?

During a sale period we average on around 2-3 months worth of orders within a 24 hour period meaning there is always a longer wait on items being dispatched. For UK orders you should expect your items to arrive within 5-14 working days. This can also be disrupted due to postal services opening and closing times during Christmas.

We have the most traffic during our sale in the first 30 minutes. This means if you ordered within the first few minutes of the sale beginning, there may have also been 1,000 other orders at the same time. We do try to ship orders in chronological order however sometimes this can be difficult given that there are nano seconds between orders.

Please note that our postal services work on a working day basis. We ask that all customers calculate all pending deliveries on a working day basis.

HOW DO I TRACK MY ORDER?

You can track your parcel by clicking here.

YOU HAVEN'T REPLIED TO MY MESSAGE VIA EMAIL OR SOCIAL MEDIA.

During sale periods we are incredibly busy, this means we can sometimes have a backlog of around 500-1000 messages and emails that are worked through continuously throughout the day. We will work as quickly as possible to reply to ALL messages however, we will place a priority on messages that urgently require attention.

HOW DO I CONTACT YOU DURING SALE PERIODS?

During sale events we will only contact customers using the dedicated email address or social media.

We aim to reply to all customer emails within 72 hours of receiving them, we do have an automated email that is set up during sale times, this is set up with FAQs that we hope can settle your questions without having to wait on our personal response. Please do not reply to the automated email as this will put your first request further to the bottom of the email queue.

DO YOU ACCEPT RETURNS DURING SALE PERIODS AND HOW DO I RETURN GOODS?


Yes, we accept returns and exchanges on all items you have purchased from us so long as the tags are still attached and the items are still brand new/unworn. When you receive your order there will be a returns form within your package. That will give you all the relevant information inside on how to return your goods.

We have an extended returns policy during our Christmas period, this commences on the 12th December to 12th January. This exceeds our normal 14 working days return policy. Any orders bought on Black Friday (last week of November) Summer Sale (last week of June) must be returned within the normal 14 working days returns policy

YOU HAVE RECEIVED AN INCORRECT/FAULTY ITEM.

In the unfortunate circumstance you have received a faulty or incorrect order we would advise you to contact us via email stating your order number and the issue you have had. We will then contact you to resolve this issue as quickly possible.

CONTACT US

For all general enquiries please fill out the contact box below. We aim to respond to all enquiries within 48 hours.

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