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 see more details in 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 to ensure that the transfer is lawfully permitted under applicable personal data regulations 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 and subject to the conditions under applicable personal data regulations, in particular the GDPR, you may have the right to access, make corrections/updates to your personal data, request its erasure/removal, restrict the use of your personal data , withdraw your consent, and to obtain personal data and port  such data to another data controller, 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 "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 "Fashion Shows". 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 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 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 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 Sunday from 10am to 9pm by calling 1800 01 0260 or by email at: contactdiorasia@christiandior.com

YOUR ACCOUNT

HOW CAN I CREATE AN ACCOUNT?

You can create your Dior customer account here. Click on "Create an Account" and fill in the obligatory information marked with an asterisk. Submit your request by selecting "Create an Account". 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 without your consent.

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

You can modify the information on your Dior account by clicking on "Account". Enter your registered email address and your password and, once you are logged in, click on "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, select "I forgot my password" in Login section of the Account page. Enter your registered email and send your request. 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 tracking information 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 our Client Service Center  from Monday to Sunday from 10am to 9pm by calling 1800 01 0260 or by email at: contactdiorasia@christiandior.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?

You can always view the details of your purchase, status of the shipment & return information of your orders in the Account page of Dior.com.

If you placed your order via your Dior customer account, sign in your account in “Login” section of the page and select your desired order to view the details of your purchases.

If you have placed an order as a guest, you can put your email address & order number in ‘Track your order’ section of the page to view the details.

HOW IS MY ORDER PREPARED?

After you have placed 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 the Dior 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. 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. Relevant products will include warranties and/or authentication certificates will be included with each order. 

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

You can always view the details of your purchase, status of the shipment & return information of your orders in the Account page of Dior.com.

If you placed your order via your Dior customer account, sign in your account in “Login” section of the page and select your desired order. You can click on "See my documents" and choose "Payment receipt” to download your receipt.

If you have placed an order as a guest, you can put your email address & order number in ‘Track your order’ section of the page. You can click on "See my documents" and choose "Payment receipt” to download your receipt.

Orders purchased on our Dior online Boutique are not eligible to have their receipt reprinted at a Dior boutique or at an authorized Dior Dealer. By the same token, a receipt from our Dior boutiques or from an authorized Dior Dealer may not be reprinted through the online Boutique. 

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.

TAX INVOICE

CAN I GET A TAX INVOICE FOR MY ONLINE PURCHASE?

Tax invoice will be sent out by email after the order is shipped out automatically.

You may request for tax invoice with your tax ID included by selecting “I need a full tax invoice” and filling accurate Taxpayer Identification Number under “Billing & Payment” session on the “Checkout” page during order submission.

You can edit or add tax ID on your tax invoice within the month of purchase, no amendments can be made after the timeframe. You can visit: link to request or contact the Client Service Center for assistance.  

Tax invoice is only applicable for local customers in Thailand with valid Tax ID.

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 shipping packaging that will protect it during shipping. 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 REQEST A GIFT CARD ALONG WITH MY ORDER?

Before placing your order, you will be able to choose a blank gift card to be included with your order. The gift card comes with a Christian Dior envelope.

WILL THE PRICE OF THE ORDER APPEAR?

Price tags will be removed from the items you order. You may download your receipt on Dior.com.

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, and Maison.

YOUR PAYMENT

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

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

You may also contact our Client Service Center for assistance with your order through a secure payment link. 

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 question 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 Sunday from 10am to 9pm by calling 1800 01 0260 or by email at: contactdiorasia@christiandior.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 information.

YOUR DELIVERY

HAS MY ORDER BEEN SENT?

You can always view the details of your purchase, status of the shipment & return information of your orders in the Account page of Dior.com

If you placed your order via your Dior customer account, after sign in your account in “Login” section of the page, you could consult the status of your selected order.

If you have placed an order as a guest, you can put your email address & order number in ‘Track your order’ session of the Account page to view the details.

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 using the tracking number at the following address: http://www.dhl.com

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

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

Once your Dior.com order has shipped you will receive a confirmation email with your DHL tracking number included. You can also view your order status in the Account page of Dior.com anytime.

If you placed your order via your Dior customer account, sign in your account in “Login” section of the page. After select the desired order and press “Track my order” for shipment tracking.

If you have placed an order as a guest, you may view your Dior purchase status by putting your order number and email address in ‘Track your order’ section of the page.

HOW LONG DOES DELIVERY TAKE?

Your items can be delivered to your home address or to the address that you provided (except PO box) when placing your order on the Dior.com website. Your items will be shipped out as soon as payment for your order has been completed, within 3 to 4 business days for complimentary Express delivery.

Orders are prepared and dispatched on the same day when placed by 15:00; and within 24 hours when placed after 15:00 (Monday – Friday).

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

Should any items be unavailable, the delivery times may be modified. In case of doubt, please contact our Client Service Center from Monday to Sunday from 10am to 9pm by calling 1800 01 0260 or by email at: contactdiorasia@christiandior.com for assistance.

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

You can always check your order status in the Account page of Dior.com anytime.

If you placed your order via your Dior customer account, sign in your account in “Login” section of the page. After select the desired order and press “Track my order” for shipment tracking.

If you have placed an order as a guest, you may view your Dior purchase status by putting your order number and email address in ‘Track your order’ section of the page.

If you do not receive your package within 5 business days of the expected delivery date, please contact our Client Service Center for assistance. 

RETURNS AND EXCHANGES PROCEDURE

CAN I RETURN OR EXCHANGE A PRODUCT PURCHASED ON DIOR.COM IN A BOUTIQUE?

Our boutiques can assist you for your return or exchange request:

(a) Please visit one of our Dior boutiques located in Thailand (except Thailand airport).

(b) Return your product in perfect condition with the order number and delivery slip or invoice to one of our representatives.

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

If you request for refund, our boutiques will mail the returns back to the warehouse on your behalf for further processing. Refunds cannot be directly processed in stores.

If you request for exchange, you can only choose the same category of items for sale as the one you request for exchange.

A product purchased at a Dior boutique or from an authorized Dior Dealer cannot be returned or exchanged through the online Boutique.

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

You can return any order to us within 30 days of receiving it.

Product(s) must be returned in the original packaging, accompanied by any accessories and documents provided (delivery slip, 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.

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.  

HOW CAN I RETURN A PRODUCT ONLINE?

Select the required order for your return request in the Account page of Dior.com.

(a) Click on “Exchange or refund” button from the order page.

(b) Select the item(s) you wish to return and indicate the reason of the return, then specify your preference (for refund or exchange). If you request for exchange, select the new size or color from the available options.

(c) A pick-up at your provided address will automatically be scheduled on the next business day if return is declared before 4:30pm and the day after next business day if declared after 4:30pm.

You will receive an email confirming your return pick-up request.

(d) Replace the item(s) in the original, undamaged packaging along with any accompanying accessories and documents provided (delivery slip, return tags, warranties, authentication certificates, etc.). Ensure the parcel is securely packed.

(e) Hand over the parcel to the DHL courier.

The DHL courier will come to the provided address for collection. We advise you to take all the necessary precautions to ensure that your product is protected. Any item that is returned damaged, used, incomplete, or soiled will not be accepted for refund or exchange and will be sent back to you.

For refund request, 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.

For exchange request, 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 Sales Conditions or contact our Client Service Center for assistance.

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.

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 Monday to Sunday from 10am to 9pm by calling 1800 01 0260 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 WHICH DIOR STORES CAN I BOOK A PRIVATE APPOINTMENT?

You can select one of the Stores listed on the page Our Boutiques 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 an Appointment” with your selected boutique display on the Contact page. You can also book an appointment via Our Boutiques after clicking on “More information” of your selected boutique.

For your store appointment request, you can select the required category and service you wish to have, then choose the available date and timeslot you preferred.

You will need to fill in the form with your first and last name, email address and mobile number. You can set reminders via email or SMS of your choice and confirm booking.

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

Once your appointment has been booked online, we will send you an email confirming your appointment.

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 Sunday from 10am to 9pm by calling 1800 01 0260 or by email at: contactdiorasia@christiandior.com.