In Store

OUR COVID-19 FAQ'S


ARE YOU CURRENTLY SHIPPING ORDERS?

As of April 1st, we anticipate being able to ship orders on an intermittent basis. We are a small business that is striving to the best to protect our employees and customers' health as our top priority while adhering to all guidelines. Please note, as the situation continues to develop, we may have to delay order shipments until the end of April. We will continue to update this page and communicate through email with any additional updates as they arrive. 

WHAT ABOUT RETURNS AND REFUNDS?

Our return policy has now been extended to 90 days from 30 days for all orders received after February 20th. As of March 20th, we are asking customers to please hold their returns. We ask this to protect your safety and the safety of our employees. We will provide an update on this page and communicate through email when we anticipate being able to start receiving returns once again.

If you have already shipped back a package, and it’s been received at our warehouse, please note there may be a delay in processing your refund. While we anticipate being able to process these intermittently, refunds may be delayed until the end of April. 

As a small business we are also challenged by the current economic impact that COVID-19 is having across retail.  We appreciate your support at this time and we are working hard to continue to provide elevated, effortless, essentials.  

WHAT SAFETY PRECAUTIONS IS DSTLD TAKING? 

Shipments will be handled by a small team in good health from start to finish. Proper social distancing practices are put in place so employees can stay more than 6 feet apart from each other at all times. Our warehouse will be disinfected on a frequent basis, as well as gloves being provided to our staff. Your package will be passed off to our shipping carrier, USPS, which is continuing to operate normally. A special thanks to our warehouse team for their dedication to our customers! 

WHAT IF I HAVE AN ADDITIONAL QUESTION THAT HASN’T BEEN ANSWERED HERE? 

If you have any questions, please do not hesitate to reach out to our Customer Care team at hello@dstld.la.

FAQ

HOW DOES DSTLD SHIP MY ORDER?

DSTLD offers free ground shipping within the United States 50 states including Washington, D.C., which will take 2-4 business days to arrive after your order ships. Please allow 24-48 business hours for warehouse processing after all orders are placed. 


DO YOU OFFER PROMO CODES / SALES?

As part of our business model, we do not offer promotions or sales on any core product. By sidestepping middlemen (i.e. department stores and boutiques), we are able to produce luxury garments that sell for 3 - 7x less than a traditional luxury brand, providing premium essentials at the absolute best price. While other brands’ models necessitate exorbitant prices to cover margins and the cost of inevitable sales and markdowns, DSTLD avoids these excessive markups by selling directly to you. We may occasionally announce a promotion if we decide to discontinue an item. Please sign up via our homepage to receive news and updates from DSTLD.

WHERE ARE YOU LOCATED?

DSTLD HQ is in Los Angeles, California – premium denim capital of the world.

WHAT’S THE BEST WAY TO CONTACT YOU?

You may contact our Customer Care team at hello@dstld.la from 6am-6pm Monday-Friday. For press and media inquiries, please drop us a line at media@dstld.la

DO YOUR PRODUCTS RUN TRUE TO SIZE?

Yes, DSTLD denim typically runs true to size. However, if a product has any tendency to do otherwise, it will be explicitly mentioned in the “style and fit notes” within the product’s general description. A fit guide/sizing chart is also available on the site to assist you.

DOES DSTLD.COM KEEP MY INFORMATION SECURE?

The safety of your personal information is extremely important to us. We do not store your credit card information anywhere on our own servers; your payment passes directly and securely through DSTLD to our PCI-DSS-compliant service provider. We take all possible security measures to protect your personal data and credit card information from unauthorized access.

HOW CAN I TRACK THE STATUS OF MY ORDER?

Once your order has shipped, you will receive a confirmation email containing the tracking number for the shipment. You can also reach out to hello@dstld.la, and we can help to track your order,

HOW LONG WILL IT TAKE FOR MY ORDER TO GET HERE?

For our standard free shipping within the United States and Washington D.C., it will take 2-4 business days for your order to arrive. Please allow additional time for APO and AFO.

WHAT MIGHT CAUSE MY ORDER TO BE DELAYED?

If the billing information you provided does not match the info your bank has on file (including address telephone number), it’s likely to create a delay. Additionally, you may experience a delay if your shipping address is different from your billing address, or if you forgot to provide your exact apartment/unit number. If you have not received word from us (via email) within 3 days of placing an order, you may want to check the "Spam" folder of your email account for any DSTLD emails.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We currently accept Visa, MasterCard, Discover, American Express, Amazon Payment, Afterpay and PayPal for all orders.

WHAT IS AFTERPAY?

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

HOW DO I USE AFTERPAY?

Just shop DSTLD.com and check out as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you've used Afterpay before, just log in to your Afterpay account. Then complete your order - it's that easy. To access your Afterpay account, click here.

WHERE CAN I USE AFTERPAY?

Afterpay can only be used on purchases on the DSTLD.com website.

HOW DOES THE AFTERPAY PAYMENT SCHEDULE WORK?

All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

WHAT IF I CAN'T PAY AN AFTERPAY INSTALLMENT?

If funds are not available at the time the automatic payment is due, you will be charged an $8 late payment fee by Afterpay. An additional $8 fee will be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order. Please see the Afterpay Payment Purchase Agreement here.

WHEN WILL MY ITEMS BE DELIVERED IF I USE AFTERPAY?

Afterpay orders are delivered within our standard shipping time frames like any order from DSTLD.com. Free standard shipping is available on all orders within the U.S. View our shipping page for more information.

IS THERE A LIMIT TO HOW MUCH I CAN SPEND ON A SINGLE AFTERPAY TRANSACTION?

Yes, your cart value must be between $35 and $1,000 to use Afterpay on DSTLD.com.

CAN I USE ANOTHER FORM OF PAYMENT WITH AFTERPAY?

Yes, you may also use a DSTLD gift card with Afterpay to pay for your purchase as long as your order is between $35 and $1,000.

WHAT PRODUCTS ARE NOT ELIGIBLE FOR AFTERPAY?

Afterpay is not available on purchases of gift cards. If your order contains gift cards and other eligible products, you will need to purchase gift cards separately.

HOW DO I RETURN OR EXCHANGE AN ITEM PURCHASED WITH AFTERPAY?

Afterpay returns follow our standard return process. Log in to your account, create a return authorization to create your return, print your return label, and ship your item(s). Please note, refunds for Afterpay will be refunded from DSTLD to Afterpay. We cannot provide exchange or cash refund. As soon as the refund is processed, it will drop into your Afterpay online account. Have more questions about Afterpay returns? Go to https://help.afterpay.com/hc/en-us.

WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?

Visit the Afterpay website here for a comprehensive list of FAQ's and check out Afterpay's Privacy Policy found here. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form found here: https://help.afterpay.com/hc/en-us/requests/new.


WHAT IS YOUR RETURN POLICY?

Please refer to our Return Policy page.

CAN I CANCEL OR UPDATE MY ORDER?

Please reach out to hello@dstld.la or any cancellation or order change requests. We will try our best to make necessary changes before your order ships out.


HOW DO I RETURN A GIFT?

Gifts may be returned for store credit only. Please email hello@dstld.la with any information you can provide, ie: Name of person who ordered, order number, items included in your order, what you'd like to return, etc. Feel free to include photos!


CONDITIONS:

  • Returned items must be unwashed/unworn with original tags and packaging and free of any odors or pet hair. (By unworn, we mean items may not be worn for an extensive “outing.” You are of course welcome and encourage to try DSTLD on for size at home.)
  • Returns must be received at our address within 30 days from the date of transaction.

 

 

 

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