DJK VIP FAQs
DJK VIP is our members only club that allows a DJK VIP member to purchase our products at a discounted price all year round. The DJK VIP member will also gain access to all latest release products and sale events before the general public.
To become a DJK VIP for FREE, simply fill in your email address during the checkout process. You can select whether you would like a physical card sent with your order also. If you already have a DJK VIP black card then you do not need to register again or request a card.
The benefits you will receive with our DJK VIP card will be as follows; FREE delivery on all orders, discounted products all year round, latest releases before general public and early access to all sale events. Secret promotions can also be accessed via the unique QR code on the DJK VIP card.
Yes, all products purchased can be returned alongside our current returns policy. Please note as the products will be purchased at a reduced price, they can only be returned for credit note/exchange.
Yes, the DJK VIP card can be used both online and in store. Please bring your card with you or simply state your email address at the till.
We set up the DJK VIP to ensure our customers receive the best service, quality and price that we can give. We have built a loyal community over the years and now want to have a unique shopping experience that stands out from our competitors. The support from our community has helped us manufacture on a larger scale thus letting us offer a better VIP pricing structure for our customers.
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.
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.
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.
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.
When your order is confirmed and processed the picking and packing stage begins.
Your order will then be packaged in our own brand of DJK sealable packaging and then placed in our own brand cardboard box for extra security whilst in transit.
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.
Any products purchased at a reduced price can only be returned for and EXCHANGE/CREDIT NOTE.
PRICING AND PAYMENTS
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.
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.
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)
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.
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 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
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.
Please see the finance options page for more information regarding payment agreements.
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.
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
The payment agreements vary between each individual finance option.
Please see the finance options page for more information regarding payment agreements.
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.
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.
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.
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.
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
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.