FAQ's
GENERAL ENQUIRIES
WHERE IS MY ORDER?
WHAT PAYMENT METHODS CAN I USE?
WHAT IS YOUR RETURNS POLICY?
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?
HOW WILL I KNOW IF YOU HAVE RECEIVED MY 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?
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?
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?
FINAL SALE POLICY
PRICING AND PAYMENTS
WHAT CURRENCIES CAN I PAY IN?
WHEN WILL MY CARD BE CHARGED?
WHAT PAYMENT METHODS CAN I USE?
WILL MY PERSONAL DETAILS BE SECURE?
PRODUCT INFORMATION
STONE ISLAND
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
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
FOOTWEAR
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
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?
To see all of the available finance options on the platform please see the finance options page.
WHAT PAYMENT AGREEMENTS ARE IN PLACE?
Please see the finance options page for more information regarding payment agreements.
HOW DO I CHECKOUT USING A FINANCE OPTION?
You will then be redirected to the relevant checkout page for the finance option.
ELIGABILITY
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
MY PAYMENT HAS BEEN ACCEPTED. DOES THAT MEAN MY ITEMS ARE SECURED?
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.
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?
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 HAVEN'T REPLIED TO MY MESSAGE VIA EMAIL OR SOCIAL MEDIA.
HOW DO I CONTACT YOU DURING SALE PERIODS?
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.
CONTACT US
For all general enquiries please fill out the contact box below. We aim to respond to all enquiries within 48 hours.