FAQ Couture

ABOUT THE DIOR.COM SITE (3)

SECURITY AND CONFIDENTIALITY

WHAT IS DIOR'S POLICY ON CONFIDENTIALITY?

The processing, confidentiality and security of your personal data is important to us.

We are committed to offering you personalised services, while respecting your privacy and choices, in accordance with the applicable personal data regulations, in particular the General Data Protection Regulation (GDPR).

 

Please consult the Christian Dior Couture privacy policy in the Privacy Policy section.

In order to provide you with the same personalised service worldwide, your data may be consulted by Christian Dior Couture entities situated in France and abroad, including countries where the applicable personal data legislation differs from that in force in your own or within the European Union, for example to access your purchase history from a boutique other than your main boutique. Your personal data might also be processed by our account for the purposes described above by our trusted third-party suppliers. We take all necessary safeguards, notably contractual, technical and organisational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction or access by unauthorised third parties.

It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability, as far as this is applicable. You are also able to request to no longer receive personalised communications about our products and services.

If you have any questions or concerns about how we process and use your personal data, or would like to exercise any of the rights described above, please contact Dior's customer care service. You may also contact our Data Protection Officer at the following address: privacy@christiandior.com.

DISCOVER NEWS FROM DIOR

HOW CAN I FOLLOW DIOR NEWS?

By subscribing to the Dior Newsletter, you will be one of the first to hear about new products, events and news from the House of Dior. 

HOW CAN I SUBSCRIBE/UNSUBSCRIBE TO THE DIOR NEWSLETTER?

To subscribe to our newsletter, please visit the "Newsletter" section and fill in the registration form.
If you wish to unsubscribe from our newsletter, click on the link at the bottom of each Dior newsletter.  
You can also contact our Client Service Center with any questions regarding our Dior newsletter. Our Client Advisors will be delighted to assist you.

DIOR FASHION SHOWS

HOW CAN I ATTEND A DIOR FASHION SHOW?

Dior does not sell tickets to the fashion shows. Guests invited to our fashion shows are selected by our press relations department located at our Paris headquarters. 

However, you can view our fashion shows by going to the "News & Fashion Shows” section on the Dior.com website.

HOW CAN I WATCH A DIOR FASHION SHOW?

You can view Dior fashion shows by going to the Dior.com website, and clicking on "News & Fashion Show" section. You will find our Haute Couture fashion shows as well as Ready-To-Wear and the silhouettes from the catwalks.

ONLINE BOUTIQUE (8)

DIOR PRODUCTS

CAN I PURCHASE DIOR PRODUCTS ON THE ONLINE BOUTIQUE?

A product is available for online purchase whenever the word “Add to Cart” appears. You can also contact the Client Service Center where our Client Advisors can assist you with your purchase and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A DIOR BOUTIQUE?

Dior products are sold in more than 220 Dior boutiques around the world.
You can find the list of our Dior boutiques at Dior.com by clicking on Our Boutiques.

HOW CAN I FIND OUT IF A PRODUCT IS AVAILABLE ON DIOR.COM?

Some of our Dior items are available for purchase on the Dior.com website. In order to check the availability of an item, choose the article that interests you on our website and click on it. This will result in one of two things:
If the "Add to Cart" button appears, this means that you can order it online. Please be aware that only the available sizes will be displayed.
It is, however, possible that the item you are looking for is not available for online purchase, in which case it will be marked "Only available in boutiques".

You can also contact the Client Service Center, where our Client Advisors will be delighted to assist you with your purchases and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A PRODUCT ON DIOR.COM?

The products on the website are organized by categories and by product line.

Please use the search engine, indicated by a magnifying glass, and enter the key words. All the products with a relevant match to your search will be presented.

If you have seen a Dior product in the press (magazine, TV ad, social media, etc.) that is of interest to you and you cannot find it on our website, please contact our Client Service Center. Our Client Advisors will provide you with information on the product features and availability in boutiques.

HOW CAN I FIND OUT THE PRICE OF A DIOR PRODUCT THAT IS NOT ON THE WEBSITE?

We invite you to visit one of our Dior boutiques to discover our selection of items and prices. We will be happy to show you our collections. You can find the list of our Dior boutiques at Dior.com by clicking on Our Boutiques.

Our Client Advisors are also available to help you from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +852 800 969 886 or by email at: contactdiorasia@dior.com

YOUR ACCOUNT

HOW CAN I CREATE AN ACCOUNT?

You can create your Dior customer account by clicking on the "Your Account" section located in the menu at the top of our website. Then click on "Create an Account" and fill in the obligatory information marked with an asterisk. Finally, click on "Validate". You will be sent a confirmation email to the address provided when creating your account. If you require assistance or further information, please contact our Client Service Center.

WHAT ARE THE ADVANTAGES OF CREATING AN ACCOUNT?

Creating an account on Dior.com enables you to be identified quickly by Dior when you make online purchases. You can also:

- consult your order history
- track the delivery of your orders
- exchange or return products
- update your contact information

For your security, Dior.com does not save your credit card information and will not under any circumstances share your personal data with any third parties.

CAN I MAKE CHANGES OR CANCEL MY ACCOUNT ON DIOR.COM?

You can modify the information on your Dior account by clicking on "Your Account". Enter your user ID and your password and, once you are logged in, click on "My Profile" to change or delete information.

If you want to delete your account, please contact our Client Service Center where a Client Advisor will assist you with the steps to follow.

HOW CAN I FIND MY ACCOUNT PASSWORD?

If you forget your password, click on "Your Account" and then on "I forgot my password". An email will be sent to you to reset your password.

YOUR ORDER

HOW CAN I PLACE AN ONLINE ORDER?

Some of our Dior products are available for purchase on our website.

To place an order, add a product to your basket by clicking “Add to Cart” on the selected product page. Please also select the size and quantity you want to order, if required. Once you have selected your items, complete your order by clicking on “Basket” and then “Proceed to Checkout”.

You can then modify or validate your basket and select your delivery method before making your payment. You will be asked to complete your delivery and billing address by selecting one of the following three options:

- log on to your Dior account if you already have one
- create a Dior account if you are ordering for the first time on Dior.com
- continue as a guest; this option enables you to place an order without creating an account, but your order history will not be saved

Select your method of payment and fill in the information to complete your order. Within a few minutes, you will receive an email confirming your order. When your order is shipped, you will receive a second email with a tracking number so that you can track your package's shipping.
For further information, do not hesitate to contact the Client Service Center.

HOW CAN I GET HELP WITH PLACING MY ORDER?

Our Client Advisors are available to help you with your order.

You can contact them from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +852 800 969 886 or by email at: contactdiorasia@dior.com.

Please refer to our page "Contact" to obtain all our contact information.

CAN I CANCEL OR CHANGE MY ORDER?

Your order processes quickly to ensure it arrives to you as soon as possible, due to this, modifications to your order details are not possible. Should you need to cancel, please contact the Client Service Center where our Client Advisors will do their best to assist you with your request.

HOW CAN I ACCESS MY ORDER HISTORY?

If you have created a Dior customer account, you can view your order history. Log in to your account and click on "My Fashion & Accessories Orders". You may then select your desired order to view the details of your purchase, the status of your shipment, and information of your returns.

If you have placed an order as a guest and wish to obtain your order information, you may visit the “Manage Your Order” portion of our Delivery and Returns page.

HOW IS MY ORDER PREPARED?

After you have validated your order, it will be prepared as quickly as possible. You will receive an email notification once your order is ready to ship.

To provide you with a unique experience, we pay particular attention to the preparation of your order. Each order is prepared in a Dior workshop, and individually packaged in a seasonal or iconic Dior gift box. The Dior gift box is then inserted into discreet shipping packaging that will protect it during shipping. Relevant products including warranties, authentication certificates and a return label will be included with your order.

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

If you have created a Dior customer account, you can view your order history. Log in to your account and click on “My Fashion & Accessories Orders”. You may select “View Invoice” to download your receipt.

If you have placed an order as a guest, you may view your Dior invoice by using your order number and email on the “Your Order” portion of our Delivery and Returns page. Once logged in, you may select “View Invoice” to download your receipt.

WHY WAS MY ORDER/ITEM CANCELLED? 

Orders can be cancelled when the item is no longer available, the order is abnormal (for example, the order does not meet the standard terms and conditions, an inaccurate delivery address, placed by a customer with whom there is an outstanding or previous dispute or an order that exceeds the order thresholds) or due to an exceptional technical issue.  

Orders are intended to be sold exclusively to end buyers for their personal needs and are not intended for resell or commercial purposes. If commercial activity is suspected, orders can be cancelled.  

When an order is cancelled, we will inform you by email and/or telephone as soon as possible. Please contact the Client Service Center if you have additional questions.  

WHY WAS MY ORDER/ITEM NO LONGER IN STOCK?

We pay particular attention to ensure the accuracy of product availability on Dior.com. However, there may be times the product(s) ordered are no longer available due to limited availability. When this happens, we will inform you by email and/or telephone as soon as possible. We also invite you to sign up for email notifications should the desired item be made available again. You may also contact the Client Service Center – our Client Advisors will be pleased to offer similar suggestions and alternatives. 

I WOULD LIKE TO GIVE A DIOR GIFT

WILL MY ORDER BE SENT IN A GIFT-WRAPPED PACKAGE?

To provide you with a unique experience, we pay particular attention to the preparation of your order. Each order is prepared in a Dior workshop, and individually packaged in its presentation case, tied with a silk ribbon. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping.

CAN I SEND A PERSONAL MESSAGE ALONG WITH MY ORDER?

Before validating your order, you will be able to write a personalized message that will be printed and included with your order. The message will be printed on a card and inserted into a Christian Dior envelope.

WILL THE PRICE OF THE ORDER APPEAR?

If you place an order via your customer account on the Dior.com website, the receipt will be sent directly to you electronically at the email address registered to your account. Price tags will be removed from the items you order.

CAN THE RECEIVER EXCHANGE THE GIFT?

If the recipient of your gift wishes to exchange the item, they should contact the Client Service Center – our Client Advisors will be delighted to guide them through the process.

Explore our selection of gifts from Women’s Fashion, Men’s Fashion, Jewelry & Timepieces, Kids & Baby and Maison.

YOUR PAYMENT

WHAT PAYMENT OPTIONS ARE ACCEPTED ON THE DIOR.COM WEBSITE?

Payment for purchases on Dior.com can be made using Visa, MasterCard, American Express, Apple Pay, Alipay, AlipayHK and PayPal.

IS AN ONLINE PURCHASE ON DIOR.COM SECURE?

All transactions done on the Dior.com website are extremely secure. An SSL encryption system is in place to protect personal data and payment information. In addition, Dior makes a commitment to you not to save any credit card information.

We also reinforce the security of payments by means of a 3D Secure system for Visa, Mastercard and American Express credit cards that are equipped for this. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction.

Each bank has its own authentication. For any questions regarding your 3D Secure code, please contact your bank directly.

In case of doubt, you can place your order by phone with our Client Service Center from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +852 800 969 886 or by email at: contactdiorasia@dior.com

WHEN WILL MY PAYMENT BE DEBITED FROM MY ACCOUNT?

Your bank account will be debited as soon as your parcel is shipped. You will then receive an email from us confirming the shipment and its tracking number.

YOUR DELIVERY

HAS MY ORDER BEEN SENT?

If you placed your order via your Dior customer account, log in to your account then click on "My Orders". You will then be able to consult the status of your order:

In preparation: the order has been validated and is being prepared.

Completed: the order has been shipped to the delivery address that you provided when you placed your order online. You can track your order by clicking on “Check Your Order” button in the shipping confirmation email.

Pending: payment for the order has not been finalized. A Client Advisor will contact you as soon as possible to assist you with your order.

Cancelled: the order has been cancelled by you or due to lack of availability of the product. It is also possible that payment of your order has not been validated.

If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

If you placed your order via your Dior customer account, you can follow the progress of your order by logging in to your account then clicking on "My Orders". Then click on the tracking number to track your order.

You can also check the delivery status of your order by clicking on “Check Your Order” button in the shipping confirmation email sent to you.

If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW LONG DOES DELIVERY TAKE?

Your items can be delivered to your home address or to the address that you provided when placing your order on the Dior.com website. Your items will be delivered as soon as payment for your order has been registered, within 1-3 business days for standard deliveries.

Please note that deliveries can take longer in certain areas or if your order required additional validation.

Should any items be unavailable, the delivery times may be modified. In case of doubt, you can place your order by phone with our Client Service Center from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +852 800 969 886 or by email at: contactdiorasia@dior.com

I PLACED AN ORDER BUT I HAVE NOT RECEIVED MY PACKAGE. WHAT CAN I DO?

If you placed your order via your Dior customer account, log in to your account then click on "My Orders". You will then be able to follow the status of your order.

If you placed your order as a guest, please track the progress of your delivery by clicking on “Check Your Order” in the shipping confirmation email.

If you do not receive your package within 3 business days, please contact our Client Service Center from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +852 800 969 886 or by email at: contactdiorasia@dior.com

RETURNS AND EXCHANGES PROCEDURE

CAN I RETURN A PRODUCT FROM AN ONLINE ORDER FOR EXCHANGE OR REFUND?

You can return any order within 30 days of receiving it for exchange and within 7 days of receiving it for refund. 

Product(s) must be returned in the original packaging, accompanied by any accessories and documents provided (notices, guarantees, return tags, certificates of authenticity).

Any damaged, used, incomplete or soiled product(s) cannot be returned or exchanged.

Similarly, personalised items produced according to and/or at the request of the customer, or products that have been altered, as well as sealed items (swimwear etc.) that have been unsealed after delivery and cannot be returned or exchanged for reasons of hygiene or health protection.

Regarding bags with MyABCDior badges, by returning a bag on its own, without the badges purchased at the same time, the discount you received on these badges that was linked to the purchase of this bag will be rendered invalid. The amount you originally saved will therefore be deducted from your refund.

An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions.

Refunds will be credited to the original method of payment.

HOW CAN I RETURN A PRODUCT?

RETURN

Log in to your Dior My Account via the QR Code or go to the Delivery and Returns page on Dior.com via the QR code.

(a) In the “My Orders” section, click on “Request a Return”.

(b) Select the product(s) you wish to return and indicate the reason of the return.

(c) Indicate that it’s a refund.

(d) Schedule a parcel pick-up from your home address, by selecting a date and time suggested by the courier. You will receive an email confirmation of your return and pick-up request.

(e) Affix the pre-paid label provided with your order to your parcel. Our courier will come to your home to pick up the product at the time selected beforehand.

The refund will be made via the same method of payment used for the purchase within 14 days of receiving the product at the warehouse. 

EXCHANGE

Log in to your Dior My Account via the QR Code go to the Delivery and Returns page on Dior.com via the QR code.

(a) In the “My Orders” section, click on “Request a Return”.

(b) Select the product(s) you wish to return and indicate the reason of the return.

(c) Indicate that it’s an exchange and select the available new size or color in the dedicated area.

(d) Schedule a parcel pick-up from your home address, by selecting a date and time suggested by the courier. You will receive an email confirmation of your return and pick-up request.

(e) Affix the pre-paid label provided with your order to your parcel. Our courier will come to your home to pick up the product at the time selected beforehand.

The new product will be shipped within 3 business days following the receipt of the initial product at the warehouse.

You will receive an email confirmation of the returned item and delivery notification of the new product.

For any additional information regarding the terms of return, exchange and reimbursement, you can also refer to our general terms.

IN-STORE RETURNS AND EXCHANGES

Our boutiques can mail the return or exchange package on your behalf.

(a) Please visit one of our Dior boutiques located in Hong Kong SAR (except Hong Kong Airport).

(b) Return your product in perfect condition with the Order number, courier return label or invoice to one of our representatives.

(c) Indicate whether it’s a return or exchange.

WHAT DO I NEED TO DO IF MY PRODUCT IS DAMAGED OR IF IT IS NOT THE PRODUCT I ORDERED?

If one of your products is damaged or the items delivered do not correspond to your order, please contact the Client Service Center.

REPEATED RETURNS

We offer a flexible returns policy to facilitate your online shopping experience. We also monitor the number of returns made by our customers. Repeated returns in breach of our General Sales Conditions will be flagged and may, at our discretion, lead to the closure of your dior.com account or refusal of future orders.

COLLECT IN STORE

CAN I PLACE AN ORDER ONLINE AND COLLECT IN STORE?

A select number of boutiques offer our complimentary Collect in Store service for items ordered online. This delivery option will be offered at checkout when placing your order online for eligible items.

HOW DO I PICK UP MY COLLECT IN STORE ORDER?

You will receive an email providing a QR code as soon as your order is ready for collection. Upon receipt, please visit the selected boutique and present the email confirmation along with a valid form of identification (credit card or photo ID).

You have up to 14 days following the receipt of the email notification to collect your order at the chosen boutique.

CAN SOMEONE ELSE COLLECT MY ORDER?

If you cannot collect the order yourself, you may authorize a trustworthy designated party (the Nominee) to collect your order from the chosen boutique.

Should you wish to facilitate this request, you can download the delegation of authority form in My Account > My Orders.

To collect the order, the Nominee will need to bring:

1) The completed delegation of authority form, printed and signed;

2) The order confirmation email providing the QR code indicating that the order is ready for collection (digital or print is accepted); and

3) The Nominee’s photo ID or credit card with his/her full name for verification.

DIOR AND YOU (2)

HOW CAN I BE INFORMED OF EXHIBITIONS ABOUT DIOR?

If you have subscribed to the Dior Newsletter, you will be kept informed about all the Dior news (fashion shows, exhibitions, new boutiques, etc.).

If you have not yet subscribed to the Newsletter, you can do so for free by visiting the "Newsletter" section of the Dior.com website.

If you do not wish to subscribe to the Dior Newsletter, we invite you to visit our Dior.com website and click on News & Fashion Shows.

HOW CAN I FIND OUT MORE ABOUT DIOR?

For all information about Dior, please visit the News & Fashion Shows section of the Dior.com website. Subscribe to the Newsletter to be one of the first to hear about new products, events and news from the House of Dior. Also, do not hesitate to contact the Client Service Center.

DISCOVER THE DIFFERENT DIOR UNIVERSES (1)

DISCOVER THE DIFFERENT DIOR UNIVERSES

WHERE ARE DIOR PRODUCTS MANUFACTURED?

When the House of Dior creates products, it pays great attention to ensuring that their manufacture complies with the legislation in effect in France and in Europe. Dior is committed to manufacturing its products in countries that have the best expertise for the product in question. 

Dior's leather goods collections are made exclusively in Italy. 
Our shoes and ready-to-wear collections are manufactured in France and in Italy. 
Our watches are manufactured exclusively in our workshops in Switzerland. 
We produce our haute couture collection and fine jewelry exclusively in our workshops in Paris, France. 
Our Dior sunglasses and scarves are made in Italy.
Our Dior jeans are made in Japan.

The House of Dior frequently buys small workshops to preserve these artisan trades (such as leather working in Florence, Italy and watchmaking in Switzerland). In these workshops, the selection of natural materials, as well as the care taken in each phase of the process, perpetuate and renew our tradition of excellence and elegance.

HOW CAN I GET A DIOR PRODUCT REPAIRED?

Dior offers its customers a range of repair services for any products purchased in boutiques and on Dior.com.

If you wish to have Dior product repaired, please visit a Dior boutique. The Our Boutiques section on Dior.com allows you to locate your nearest boutique. The sales staff at our boutiques will be delighted to guide you and answer any questions.

If you do not have a Dior boutique near you or you cannot travel, do not hesitate to contact the Client Service Center.

To guarantee their quality, Dior products are repaired exclusively in our workshops by our artisans.

CLIENT SERVICE CENTER (2)

HOW CAN I CONTACT DIOR?

The Client Advisors at Dior Client Service Center will be delighted to provide you with personalized advice and answer to your questions from Monday to Sunday from 10am to 9pm (HKT) by calling +852 800 969 886 or by email at: contactdiorasia@christiandior.com

We also invite you to refer to our contact page to obtain all our contact information.

WHAT ADDRESS SHOULD I USE TO WRITE TO DIOR?

You can also write to us at this address:

Christian Dior Couture
Client Service Center
36/F The Lee Gardens 33 Hysan Avenue, 
Causeway Bay, Hong Kong

IN-STORE APPOINTMENT (1)

DO I HAVE TO BOOK AN APPOINTMENT BEFORE VISTING A DIOR STORE?

Absolutely not, you are more than welcome to visit our Stores. You can find directly our stores via the « Store Locator ». However, by booking an appointment with one of our Sales Associates, you will benefit from a personalized shopping service, without interruption.

Please be aware that the amount of stock in our boutiques changes frequently, therefore we cannot guarantee items availability even if you have booked an appointment. Indeed, if you want to reserve a product in boutique, please see the section “E-RESERVATION”.

IN WHICH DIOR STORES CAN I BOOK A PRIVATE APPOINTMENT?

You can select one of the Stores listed on the page « Store Locator » or from the dropdown list available on the booking window section via the « Contact page » .

HOW CAN I BOOK AN APPOINTMENT?

You can book your appointment by clicking on the button « Book your Appointment » display on the « Contact page » or directly by clicking on book an appointment icon on a store selected by you on the store sheet via the page « Store Locator » .

For your store appointment request, you will be pleased to select on the appointment form, a store and a service. You can choose a date and timeslot which is suitable for you.

You will need to fill in the form with your name, surname, telephone number, email address and the purpose of your appointment (for example, Discover our collections and new arrivals).

HOW AND WHEN WILL MY APPOINTMENT BE CONFIRMED BY THE STORE?

Once your appointment request has been received by your selected Store, we will send you an email confirming the receipt of your request.

You will then receive a confirmation email once your appointment has been confirmed by the Store and a Sales Associate has been assigned for you.

A reminder of your appointment will be sent to you before the scheduled date, by email (and by SMS if you have selected this preference of contact).

HOW CAN I MODIFY OR CANCEL MY APPOINTMENT?

You can modify or cancel your appointment, via the link communicated in your confirmation email or in your reminder email.

Our Client Advisors are also available to help you from Monday to Friday from 10am to 8pm and Saturday to Sunday from 10am to 7pm by calling +44 (0)20 7172 01 72 or by email at: contactdioreu@dior.com

HOW ARE MY DATA MANAGED?

Your personal data are handled in accordance with Dior’s privacy policy.