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DJK
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FREQUENTLY ASKED QUESTIONS
David James Kerr is completely committed to offering the customer the easiest and most hassle free shopping experience. If we haven't managed to answer your query below please fill out the contact form at the bottom of the page.
GENERAL ENQUIRIES
David James Kerr is Northern Ireland's only independent luxury multi-brand retailer for style conscious Men & Juniors.
DJK INTERNATIONAL
443-445 NEWTOWNARDS ROAD
BELFAST
BT4 1AQ
T: +44 (0)28 9508 3362
If you have any questions which are not currently answered on our site, please contact Customer Care by email at sales@davidjameskerr.com
ORDER INFORMATION
Making a purchase is very simple. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘Cart’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process.
You don’t need an account with us to place an order for any items you wish to purchase, You can checkout just as a guest. However, We would advise to create an account with us so you can stay up to date with new stock arrivals, sales information and more.
All customers have access to DHL ProView once you have placed your order. DHL ProView is an online express tracking service, offering real-time shipment monitoring and automatic notifications via email or text for all of your express collections and deliveries
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.
Please see our returns page for more information regarding returns and exchanges.
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.
Your order will then be placed inside either a DHL box or DHL bag dependant on the size and weight of the parcel. It is then secured and ready for dispatch.
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.
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.
We accept a big variation of payment methods. You can pay through Paypal, All credit card servers and Debit servers too.
All of your personal information is 100% secure (ssl certificate)
PRODUCT INFORMATION
Just like many independent stores across the UK and beyond David James Kerr 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.
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.
David James Kerr 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.
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.
David James Kerr offers full sizing information for each individual product on the platform.
With a vast brand portfolio full of different designer labels please pay attention to the product descriptions to ensure you are choosing the correct size before ordering.
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.
FINANCE OPTIONS
David James Kerr offers four interest free finance options for UK customers.
To see all of the available finance options on the platform please see the Finance Options page.
The payment agreements vary between each individual finance option.
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.
David James Kerr is in no way influenced or influences the decision of the finance agreement. This decision is solely made by the company.
SALE EVENT INFORMATION
IGenerally, 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.
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.
DHL ProView is an online express tracking service, offering real-time shipment monitoring and automatic notifications via email or text for all of your express collections and deliveries.
DHL ProView is our web-based tracking service for DHL Express account holders that provides automatic notifications to you and anyone you specify - via email or text message - when shipments are picked up, delivered and more.
This means you're always in the know, whether you're in the office or on the go. And best of all, it provides the shipment information you need to keep your customers and colleagues up to date and in the loop – for free!
TRACK YOUR ORDER HERE
During sale times our phone line is disconnected, this is because it is impossible for us to answer calls all day and be away from serving customers, picking order and packing ready for dispatch.
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.
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 requiring attention.
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.
A refund is completely dependant on the payment method and the server you have paid with. If you have paid through Paypal you should expect the money to be refunded into your account as soon as it is processed. If you have paid with a card this can take between 3-10 days for the money to be debited back into your account.
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.
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