FAQ Couture

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: [email protected].

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 "Women" section and/or the “Men” 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 "Women's Fashion" or "Men's Fashion". You will find our Haute Couture fashion shows as well as "ready-to-wear" and the silhouettes from the catwalks.

DIOR PRODUCTS

CAN I PURCHASE DIOR PRODUCTS ON THE DIOR WEBSITE?

A product is available for online purchase whenever the word “Order” appears. You can also contact the Client Service Center where our Client Advisors can assist you with your purchases 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 by clicking on "Boutiques".

You can contact our Customer service where our advisers will be delighted to assist you with your purchases.

HOW CAN I FIND A PRODUCT ON THE DIOR WEBSITE?

The products on the DIOR Website are organised 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 Customer Service. Our advisors will provide you with information on the product features. 

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 www.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 "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 “Order” 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 “My basket” and then “Complete the order”. 

Purchases made online shall be reserved for Customers for their own use or gifts and not for resale. Christian Dior Couture shall be entitled to refuse any unusual order exceeding 8 items per order; and/or 2 identical Items ordered within a period of 30 calendar days.

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 shop-couture.dior.sa
• continue as a guest; this option enables you to place an order without creating an account, but your order history will not be saved.
• Fill in the information of your billing address 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 delivery of your package.

For further information, do not hesitate to contact our Client Service Center.

HOW CAN I GET HELP WITH PLACING MY ORDER?

Our advisers are available to help you with your order. You can contact our Customer Service  from November to March, from 10am to 10pm Monday to Friday and 1pm to 9pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 12pm to 8pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

CAN I CANCEL OR CHANGE MY ORDER?

If you wish to modify or cancel your order, please contact our Customer Service, our advisors will be very happy 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 orders".

If you have placed an order as a guest, please contact our Customer Service to get this information.

HOW IS MY ORDER PREPARED?

After you have validated your order, it will be processed as quickly as possible. For Scheduled Premium Delivery, you will receive both an email and SMS notification confirming your scheduled delivery details and OTP code.

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 packaging that will protect it during shipping. For same day deliveries, the Dior gift box will be hand-delivered in a seasonal or iconic Dior shopping bag. There may be a number of select products that are not presented with a Dior gift box. Products that include a dust bag will have this indicated within the product description on Dior.com

Warranties, authentication certificates and a return policy will be included with your order.

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

For all orders placed on this DIOR Website via your Dior account, you will receive an order confirmation and receipt by email. You can also get a hard copy of your receipt from your customer account  by visiting the "My Orders" section then clicking on the receipt you wish to print.

Should you wish to obtain a duplicate receipt, please contact our Customer Service.

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 a seasonal or iconic Dior gift box. The Dior gift box is then inserted into discreet packaging that will protect it during shipping. For same day deliveries, the Dior gift box will be hand-delivered in a seasonal or iconic Dior shopping bag. There may be a number of select products that are not presented with a Dior gift box. Products that include a dust bag will have this indicated within the product description on Dior.com

CAN I SEND A PERSONAL MESSAGE ALONG WITH MY ORDER?

Before validating your order, you will be able to write a personalised message that will be printed and included with your order.

WILL THE PRICE OF THE ORDER APPEAR?

If you place an order via your customer account on the DIOR Website, the receipt will be sent directly to you electronically at the email address registered to your account.

CAN THE RECEIVER EXCHANGE THE GIFT?

If the recipient of your gift wishes to exchange the item, they should contact our Customer Service who will be delighted to guide them through the process. The exchange conditions are also specified in the general terms and conditions of sale.

YOUR PAYMENT

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

Payment for purchases on Dior.com can be made by CB, Visa©, MasterCard©, American Express©, Mada©, or Apple Pay©. We also propose payment at delivery.

You can also refer to our General Terms and Conditions of Sale.

IS AN ONLINE PURCHASE ON DIOR.COM SECURE?

All transactions done on the DIOR Website are extremely secure and are PCI DSS compliant. In addition, Dior makes a commitment to you not to save any credit card information.
Each bank has its own authentication system.

In case of doubt, you can place your order by phone with our Client Service Center from November to March, from 10am to 10pm Monday to Friday and 10am to 8pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 9am to 7pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

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 ; under  "my orders" click on the tracking number .You will then be able to consult the status of 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.
• Fulfilled: the order has been shipped to the delivery address that you provided when you placed your order online. You can track your order using the tracking number on our website: https://www.dior.com/en_sa/fashion/couture-boutique-advantages

In case you need help; our advisors are also available to help you from November to March, from 10am to 10pm Monday to Friday and 1pm to 9pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 12pm to 8pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

If you placed your order as a guest, please contact our Customer Service, where our advisers 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.

This same tracking number was also sent to you with your shipping confirmation email; enter it on the courier website to track your order.

If you placed your order as a guest, please contact our Customer Service, where our advisers 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 Website.

Dior offers secure delivery options.

• Scheduled Premium Delivery: Free of charge for all orders
• Pick-up in Store: Free for all orders, available in select locations

Deliveries take place seven days a week, excluding holidays. This shipping option offers the convenience of a scheduled delivery from same day to seven days out, 2pm to 10pm.

Same Day delivery is available after 6pm for orders placed before 3:30pm, in Riyadh.

Scheduled Premium deliveries require an OTP code upon delivery, sent in advance by both email and SMS.

The exact choice of options as well as the delivery date, including the preparation of your order and shipping, will be determined at checkout. A select number of boutiques offer our Pick-up in Store service for items ordered online. This delivery option will be offered upon confirmation of your order if the items in your basket are eligible.

Dior cannot be held responsible for any unanticipated delivery delays such as inclement weather on the delivery route. Our carriers will attempt to deliver your order up to three times before returning it to our distribution center.  

For more information, please refer to our general terms and conditions of sale and/or contact our Customer Service.

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 using the tracking number provided in the order confirmation email.

If you do not receive your package within 5 working days, please contact our Customer service on calling 8008500262 or by email at: [email protected]

RETURNS AND EXCHANGES PROCEDURE

CAN I RETURN A PRODUCT THAT WAS ORDERED ONLINE FOR EXCHANGE OR REIMBURSEMENT?

You can return any order to us within 7 days of receiving it. 

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. All shoes must be tried on a soft, clean and dry carpeted area to avoid any damage to the soles. Failure to do so may result in non-acceptance of your return or exchange.

Similarly, personalized items produced according to and/or at the request of the customer, products that have been altered, or sealed items (swimwear, etc.) that have been unsealed after delivery and cannot be returned for hygiene reasons or health protection cannot be exchanged. Regarding bags with MyABCDior badges, by returning a bag on its own, without the badges purchased at the same time, you will no longer be eligible for the preferential pricing you received on these badges at the time of purchase. The amount you originally saved will 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. 

Once your order has reached our workshop, it will be verified by our experts. If the product meets our return conditions, you will be reimbursed to your original payment method, or your exchange order will be processed. Any item that is returned damaged, used, incomplete, or soiled will not be refunded and will be sent back to you. Please allow up to 14 business days for all returns and exchanges to be processed.  

Please contact Customer Service who will assist you regarding returns and exchange. For more information on our return and exchange policy please refer to our General Terms and Conditions of Sale.

HOW DO I RETURN A PRODUCT ORDERED ONLINE?

Your Dior purchase may be returned by logging in to your customer account for return options. Simply log in to your account and click on “My Fashion & Accessories orders.” You may then select your desired order and manage your choices from there. You may choose to have your return picked up from your delivery address or a new address as well as a preferred time slot. From here, our last mile provider will come pick the return up, with a printed return label.

If you have placed an order as a guest, you may manage your return by using your order number and email on the "Manage Your Order" portion of our Delivery and Returns page.

If you choose to return your order through your own means and expense, you will not be refunded. We advise to keep all tracking information handy after returning your items for proof of delivery and to take all the necessary precautions to ensure that your product is protected. 

Contact our Customer Service ; our advisors are also available to help you from November to March, from 10am to 10pm Monday to Friday and 1pm to 9pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 12pm to 8pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

HOW CAN I RETURN A PRODUCT IN STORE?

1. Visit one of our boutiques located in the Kingdom of Saudi Arabia
2. Ensure your product is in perfect condition and in its original packaging before handing it to one of our advisers, along with the delivery slip.
3. Specify whether you require an exchange or a return.

Based on the current price in your chosen boutique, you can either :

• choose another product available of an equal, higher or lower value,
• accept a credit note valid for 1 year across the network of Dior boutiques, or
• ask for a refund by following the return conditions described in the general terms and conditions of sale.

For the exchange or return of a gift, we invite you to refer to our general terms and conditions of sale.

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 our Customer Service within 48 hours of the time of receiving your order.

CLICK & COLLECT

CAN I RECEIVE A DELIVERY IN-STORE?

Certain boutiques offer a click-and-collect pick-up service for items ordered online. This delivery option will be offered upon confirmation of your order if the items in your basket are eligible and if at least one boutique offers this service in your country of delivery.

This delivery service is free.

HOW DO I PICK UP MY CLICK-AND-COLLECT ORDER?

You will receive an email as soon as your order is ready for pick-up (within two to five business days).

Upon receipt, please come to the boutique along with the email that you received and a valid form of identification.

CAN SOMEONE ELSE PICK UP MY ORDER?

If you cannot collect your order yourself, you can entrust its pick-up to a third party.

To do this, you can download a delegation of authority form in My Account > My Orders.

The authorized pick-up party must bring to the store:
– the delegation of authority form, printed and signed;
– your piece of identification;
– the order's in-store availability confirmation email; and
– the pick-up party's own piece of identification.

CARE SERVICE

HOW CAN I DEPOSIT MY ITEM TO DIOR’S CARE SERVICE?

For any repairs, you can deposit your Dior items in after-sale services (care services) in our boutiques. They will be systematically appraised by our workshops. You will then be offered a quote and a repair time.

The terms and conditions of use of the care services are available [here].

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 are not interested in subscribing in the Dior Newsletter, we invite you nonetheless to discover the News and Exhibitions sections within Dior World accessible in the menu.

HOW CAN I FIND OUT MORE ABOUT DIOR?

For all information about Dior, please visit the News & Events section of the www.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

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 in Europe. 
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 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.

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 November to March, from 10am to 10pm Monday to Friday and 1pm to 9pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 12pm to 8pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

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
27 rue Jean Goujon
75008 PARIS
FRANCE

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.

The Client Advisors at Dior Client Service Center will be delighted to provide you with personalized advice and answer to your questions from November to March, from 10am to 10pm Monday to Friday and 1pm to 9pm Saturday and Sunday and from April to October, from 9am to 9pm Monday to Friday and 12pm to 8pm Saturday and Sunday, by calling 8008500262 or by email at: [email protected].

HOW ARE MY DATA MANAGED?

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