FAQS

 

1. DO YOU SHIP TO ASIA / NORTH AMERICA / AUSTRALIA / SOUTH AMERICA / AFRICA?

Yes. DMAG.eu ships to Asia / North America / South America / Australia / Africa using DHL. Shipments outside of the European Union are exempt from the VAT tax.
We remind the Client that the prices published on DMAG's non European Union e-commerce pages do not include the VAT tax. Shipments to countries not included in the European Union may be subject to import duties and/or general customs fees based on local governing regulations enforced by those countries.

 

2. WHAT ARE THE SHIPPING FEES FOR EUROPEAN COUNTRIES?

Shipping fees for all countries recognized in the European Union are specified in our Customer service & Info page and can also be seen on each product page as well as at the point of checkout.
Countries included: Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden and United Kingdom.
Note DDU countries: Gibraltar, Jersey, Iceland, Liechtenstein, Monaco and Norway orders are processed with the VAT exemption.

 

3. WHAT DO DDU AND DDP STAND FOR?

DDP (Delivery Duty Paid): if you live within the European Community, import duties, custom fees and local sales taxes will be calculated and added to the price published on the website. Participating countries include: Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greenland,Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco,Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain,Sweden and the United Kingdom.
DDU (Delivery Duty Unpaid): if you live outside of the European Community, shipments are subject to import duties, local taxes and customs fees. Payment of these DDU fees is the sole responsibility of the Client (except USA/JAPAN/HONG KONG/SWITZERLAND)
Continents: Africa, North America, South America, Australia and Asia.
European Continent Countries outside of the European Economic Community: Gibraltar, Iceland, Liechtenstein, Norway and Switzerland.
Please be reminded that shipments destined outside of the European Community are subject to import taxes and duty fees (DDU Deliver Duties Unpaid) based on your home country's regulations. DDU and VAT EXEMPTION Orders shipped outside of the European Economic Community are exempt from Italian Valued Added Tax. The prices of the products published on the website www.dmag.eu reflect the actual retail price of the goods which does not include the local Italian VAT taxes.

 

4. HOW CAN I RECEIVE UP-TO-DATE INFORMATION REGARDING SALES, EVENTS AND YOUR LATEST COLLECTIONS?

By following us on official DMAG.eu accounts on facebook and instagram and/or by signing up for our newsletter, clients will receive up to date information regarding all our latest sales, promotions, events and everything regarding DMAG.

 

5. I AM A NEW CLIENT AND I PLACED MY ORDER SOME DAYS AGO. WHEN WILL YOU SHIP IT?

We remind our first-time clients that bank authorizations may delay immediate shipping. Your order will be shipped when we receive final authorization from your bank and once merchandise availability is confirmed. Typically we ship orders within 5 business days of the date the order was placed.

If you're new to DMAG or haven't visited in a while, here's quick breakdown/reminder on how we work. DMAG has 3 large stores in the heart of the city. When an order is placed, all requested items are then gathered from their respective locations (whether in one of our store locations or in our warehouse). After which, they are checked for quality to ensure the integrity of the item. Once they have passed, orders are processed and shipped out with the next available courier pickup. You will receive an email directly from our courier (currently DHL), notifying you that your package is on its way. If, for some reason, items requested do not pass our quality check process, you receive an email from our customer service team explaining the issue.

 

6. DO YOUR PRICES ON THE WEB SITE INCLUDE THE VAT TAX? I LIVE INSIDE OF EUROPE AND AM NOT EXEMPT FROM VAT TAX.

The prices of the products published on the web site www.dmag.eu destined for shipping within the European Union reflect the total retail price including European VAT taxes. If you live outside of the European Community, you are entitled to VAT tax exemption. Therefore, European VAT taxes are not reflected in the prices published on shipments destined to non European countries. The shipment of the order must be to an address outside of the European Community. Please be reminded that shipments destined outside of the European Community are subject to import taxes and duty fees (DDU Deliver Duties Unpaid) based on your home country's regulations (explained in number 2 and 3 of our FAQs).

 

7. DUTY FEES AND IMPORT TAXES ARE VERY HIGH IN MY COUNTRY. CAN YOU PLACE A LOWER AMOUNT ON THE INVOICE OR DECLARE THE ORDER AS A GIFT?

We regret to inform our Clients that we cannot enter a lower value or declare the order as a gift. According to laws that regulate trade and commerce, all DMAG orders are required to be shipped with an official invoice that declares the values of each item.

 

8. YOUR PRICES ON THE WEB SITE ARE IN EUROS. HOW CAN I CONVERT THOSE PRICES TO MY CURRENCY TO GET AN IDEA OF HOW MUCH I AM PAYING WITH MY CREDIT CARD?

You can use www.xe.com/en/currencyconverter to convert the prices published on our website (€ EUR ) and get the approximate equivalent for that day in your home country's currency. 

 

9. MY FRIEND AND I BOUGHT THE SAME HAND BAG ON TWO DIFFERENT DAYS, MY CREDIT CARD WAS DEBITED FOR MORE THAN HERS. WHY?

Currencies fluctuate daily. It is possible to find slight variations in deducted amounts on your credit card/bank statement depending on the rate of your local currency at the time of purchase. Prices published on the website are done so in Euros. DMAG, however, maintains the right to make changes to any published price at any given moment and for any given reason.  

 

10. I SAW AN ITEM ONLINE YESTERDAY AND TODAY I CAN’T FIND IT. IS THE ITEM AVAILABLE?

No,sorry. If the item you saw yesterday is nowhere to be found on our website, it is simply because it has been sold.  As you can imagine, items on the website are purchased quickly and we cannot guarantee that you will find the same items each time you log in

 

11. IF I CANNOT FIND THE ITEM ON YOUR WEBSITE – COULD I FIND IT IN YOUR STORES?

Yes, there is a slight possibility if the item has been taken off of the website.
Most items published on our website can be found simultaneously in our physical stores throughout Milan for as long as they are available. As products have multiple visibility, we sell on a 'first come, first serve' basis. This means, items bought in-store are automatically deleted and immediately no longer available in our online assortment and vice versa. 

 

12. I SAW AN ITEM THAT I WANTED IN A SIZE THAT IS NOT AVAILABLE. CAN YOU ORDER ME THAT SIZE?

No. As we are an outlet, our items are typically purchased at the end of each season and therefore are no longer in the production phase and cannot be reordered. Our purchased stocks may, however, arrive at different times during the season and so may be re-stocked at a later date within the season.

 

13. I JUST PLACED AN ORDER CONTAINING DISCOUNTED ITEMS. WHAT PRICE WILL APPEAR ON MY INVOICE, THE ORIGINAL VALUE OF THE ITEMS OR THE DISCOUNTED PRICE?

Invoices will always display prices in which items were sold. If items are purchased at discounted prices then the accompanying invoice will specify those prices. 

 

14. CAN I HAVE AN UPDATE ON THE STATUS OF MY ORDER?

Yes. Please send an e-mail to [email protected] with the first and last name in which the order was placed, shipping address and order number that you received with the order confirmation. We will send you an email with your order status. However, if your order has been completed and you would like to check the shipping status, you can use the given tracking number for your order on our courier's website www.dhl.com/en.html to track its movement.

 

15. WHICH CREDIT CARDS DO YOU ACCEPT?

We accept all major credit cards including Visa, Mastercard, Maestro,  Diners Club and JCB.

 

16. I PREFER NOT TO USE MY CREDIT CARD FOR INTERNET PURCHASES. DO YOU HAVE ANY ALTERNATIVE METHODS OF PAYMENT?

Yes. If you do not have a credit card, or for security reasons you do not want to place your order with a credit card, we gladly accept Bank Wire Transfers. At your checkout page you will find Bank Transfer as an accepted method of payment. Once you have confirmed your order, you will received an email with all DMAG's bank information required to complete your order. Please be reminded that orders will only begin processing once our bank has confirmed the arrival of payment which can take up to 5-7 business days. We also offer Paypal as an alternative payment method. Paypal allows you to connect your preferred method of payment whether credit card, prepaid credit card or bank transfer to a private account from which you can make secured transactions. Please remember that we do not see or keep any customer bank/credit card information. Modifications of any sort can only be made by the card/account holder via card/account issuer.

 

17. I JUST RECEIVED MY ORDER AND THE ITEM IS TOO SMALL. CAN I EXCHANGE IT FOR A LARGER SIZE OR A DIFFERENT ITEM?

If for any reason, you are not satisfied with your order, the unused item(s) can be returned within 14 days of delivery. Please follow the instructions as outlined in the DMAG RETURN POLICY on the Customer service & Info page, or on the return tag you received with your order.
All items must have all tags attached in the original state in which they were received.
Shipping for Exchanges are FREE of charge. Items can be exchanged only when a different size or colour of the same item is available. Exchanges for different item models are not available.

 

18. I JUST RECEIVED MY ORDER AND I AM NOT SATISFIED. CAN I RETURN IT FOR A REFUND?

If for any reason, you are not satisfied with your order, the unused item(s) can be returned within 14 days of delivery. Please follow the instructions as outlined in the DMAG RETURN POLICY on the Customer service & Info page, or on the return tag you received with your order.
All items must have all tags attached in the original state in which they were received.
For orders over € 100 shipping for returns are FREE of charge.
For orders below € 100 the return shipping costs will be deducted form the refund amount.
Refunds will be processed as soon as the returned items have been checked and accepted by DMAG staff members. Please be advised, for orders paid by credit card, processing times may vary depending on the credit card company. The refunded amount, once approved, will be made available according to such processes.
Orders paid by bank transfer will be refunded to the original account with which the order was paid and may also have varying times depending on bank. Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.

 

19. THERE IS A DEFECT IN MY ORDER/ I RECEIVED THE WRONG MERCHANDISE. HOW DO I RETURN THE ITEM?

In the event that there is a defect in the merchandise or an error in the order made by DMAG, contact: [email protected]. You will be given specific instructions on how to return the item. All costs involving shipping and/or duties re-entry taxes will be paid for by DMAG as well as the shipment of the corrected item.

 

20. I SEE A PRODUCT I LIKE ON THE WEBSITE, HOW DO I SEE OTHER IMAGES OF THE ITEM?

If you click on the image itself, more digital images will appear featuring other views of the item. 

 

21. I AM UNSURE ABOUT THE SIZE I SHOULD ORDER. WHERE CAN I SEE A SIZE CHART?

We carry items from a wide range of international designers. Often times the sizing depends on the designer. You can find an international size chart on each product page: if you click on SIZE GUIDES a size chart will appear with the various conversions. Then If you are still unsure about the size you can send a request to [email protected] for the exact measurements of the item.