EN / IT

FAQS

 

- PRODUCTS

- PAYMENTS

- ORDERS

- SHIPMENTS

- RETURNS

- TECHNICAL ASSISTANCE

 

 

PRODUCTS

Are your products original?
All products on dmag.eu and in our stores are original, guaranteed by direct and consolidated relationships with authorized manufacturers and dealers. All the items on sale are new and subjected to a strict quality control.

What does DMAG price mean?
DMAG offers a wide selection of end-of-season clothing and accessories from the best national and international designers. The DMAG price is generally equivalent to a reduction of between 30% and 50% compared to the original price of the boutique. The savings can increase further during promotions and sales: in this case, the DMAG price will be reduced by up to 90% compared to the original boutique price.

I am not sure about the size to order, where can I find a size chart?
As we offer a wide selection of brands, the size of the products varies depending on the designer. In each product page clicking on the "size chart" button you can find the size chart with the exact conversions of the measures in different nationalities. If you are still not sure which is the right size for you, please write to [email protected] and ask for further information and product measurements

How can I receive the 10% discount on my first purchase?
DMAG offers to new newsletter subscribers a 10% discount that can be used on their first order. To receive the promo code you must subscribe to our newsletter fill in the form at the bottom of each page of the site. You will soon receive a welcome mail with the promo code to be entered at check out page.

How can I receive updates on new arrivals, sales and promotions?
To keep update with the DMAG world and the promotions we offer online, you can subscribe to our newsletter via the form at the bottom of every page of the site. You can also follow us on DMAG.eu page on Facebook and Instagram to find out the latest online and in-store news.

I have to ship my order outside of Italy where I can change the country of shipping?
You can choose the country where you want to ship the order by clicking "shipping to" at the top left of each page. By clicking, you can see a list of all the countries where shipping is available. Click on the chosen one and you will automatically be redirected to the specific DMAG.eu site with the language and currency of that country.

I can’t change the shipping country, the website redirects me to my account page.
To change the shipping country you must first LOG OUT, for this reason you are redirected to the page of your account. Click “log out”. Now you can change your shipping country by clicking on the "shipping to" button at the top left of each page of the site.

Yesterday I saw a product online but now I can’t find it anymore. It's still available?
If the product you are looking for is no longer visible on the site it means that it is sold out. This is because online articles are present at the same time in our stores and are bought very quickly.

I'm looking for products of a specific brand, but online there are few products, is it possible that you have others in the store?
Yes, there is a possibility that some items are only present in our retail. To find out if there are any products of your favorite brand available in retails write to [email protected] and we will let you know in which of the three stores are available.

The item I want to buy does not have the size I'm looking for, can you order it?
No, we are sorry, but as we are an outlet, our products are purchased in stock at the end of each season, so it is not possible to reorder a single product. However, it could happen that the same product is present in more stocks and that the size you are looking for can be visible online in the future.

Is VAT included in your prices?
The purchase on dmag.eu is reserved for private consumers. Our prices in EU countries include VAT. For every order, dmag.eu will issue an invoice that will be sent in the order or via email.

 

 
PAYMENTS

What are the payment methods that you accept?
On DMAG.eu website you can choose between the following payment methods:
- Credit card: american express, visa, mastercard, maestro, diners club and jcb.
- Paypal
- Bank transfer

I do not have a credit card, what other payment methods do you accept?
If you do not have a credit card, or you simply prefer not to use it online, you can decide to pay by PayPal or Bank Transfer. For more information visit the Customer service & Info page.

Can I pay by cash on delivery?
We are sorry, but payment by cash on delivery to the courier is not available. You can pay by credit card, paypal, or by bank transfer.

When will my credit card be charged?
As soon as the order is completed, a payment authorization will be automatically requested to verify the validity of the card and the availability of funds. This is not yet the charge: the actual payment will take place only at the time of shipment, which will be notified via email.

I placed an order and I selected Bank Transfer by mistake, can I change it and pay by credit card?
Once the order has been received, it is not possible to change the payment method selected credit card. However, if you have not made the transfer yet, you can pay for your purchase through the paypal account. Send us a mail to [email protected] and we will send you a payment request directly to your paypal account.

I placed an order and I selected Bank Transfer, what should I do now?
You will receive an email with your order summary. We kindly ask you to wait with the payment. Our team will take care of collecting your products and control their quality. Then you will receive a second email from [email protected] with the confirmation of the products and the instructions to make the bank transfer.

Yesterday I purchased a product but today the price online has decreased, why?
DMAG stores periodically makes discounts to the goods, especially during the sales period. The price of the products online may vary day by day. If you want to stay updated with our discounts or active promotions, subscribe to our newsletter through the form at the bottom of every page of the site.

 

 

ORDERS

How do Promo Codes work?
With the promo codes you can access exclusive promotions and get a discount on your purchase. To receive Promo Codes, subscribe to the dmag.eu newsletter on the form at the bottom of each page of the site. To take advantage of a promotion, enter the code in the appropriate field of the cart and click on "Apply". In the blue summary box of your order you will see the line "promotions" appear with the relative discount applied in €. You can apply only one promo code per order. If the code is not valid, check the validity dates and the categories to which the promotion is applied from the newsletter.

Why some items that I added to the cart have disappeared?
Until the order is completed, the items added to the cart remain available on the site and can be purchased by other customers either online or in our stores. Should this occur, you will receive a notification message for items that are no longer available before ordering.

I can’t complete my order, why?
Verify that you have entered the data relating to the selected payment method correctly. If you choose to pay by credit card and the problem persists, we suggest you to contact your bank. If the problem persists please contact us and we will be happy to help you.

Can I add or delete items from my order?
Unfortunately no. Each order is processed automatically and, once confirmed, we can not change the details. To purchase new items, you need to place a new order; to return them you must follow our Return Policy.

Can I cancel my order?
Once you have placed your order and have received the summary e-mail, you have 1 hour to change your mind and request the cancellation of your order. In case of payment by credit card, the transaction will be canceled and the money will be returned directly to the card.

More than 24 hours have passed and I have not received an order summary email. What should I do?
Check your email spam folder and make sure that [email protected] is on the safe list of your email account. This will prevent the anti-spam filter from blocking future communications. If this is not enough, contact us.

 

 

SHIPMENTS

Where do you ship from?

We ship all orders from our warehouse in Milan. Some of the items available online can also be found in our stores in Milan at the same time.

What are the shipping methods and delivery times for ITALY?
In Italy we offer EXPRESS shipping via DHL courier. You can also choose to pick up your order in one of our stores in Milan, in this case shipping costs will be free. For more information visit the Customer service & Info page

Can I choose day and/or delivery time?
Unfortunately no, it is not possible to choose a specific time or day. DHL deliveries can be from 9:00 am to 6:00 pm. When your package is shipped you will receive an email from DHL specifying the tracking number. You can monitor your shipment and get more information about the day and the expected delivery time on DHL tracking link. You can also ask for information directly to DHL courier by calling 199 199 345

In what kind of box do you ship orders?
DMAG.eu sends orders through resistant cardboard boxes closed with DMAG scotch. In case of small products, the order is sent using DHL envelope/flyer. All our products are wrapped in a white tissue paper with the DMAG logo and packed so as to fill the entire box to avoid shocks in the overflow delivery.

I placed an order a few days ago but I still have not received the tracking number, when will you ship the package?
DMAG begins processing the order on the business day after the order date. When all the products ordered have been collected and approved, and after receiving the bank's authorization to accept the transaction, your package will be sent. You will receive an email with the tracking number to monitor your shipment. Generally DMAG sends orders within 3 days from when it was made. In the case of sales or promotions the processing times of orders may be delayed.

I have not received my order yet. What should I do?
If the order has not been delivered within the expected time, we suggest you:
- check the status of the order: for registered user, by accessing the personal area "my account"
- check that the address indicated for shipping is correct
- if there is a notice of non-delivery from the courier , follow the instructions provided in the notice or contact DHL at 199 199 345.
For further assistance, write an email to [email protected] and we will be happy to help you.

 


RETURNS

I have just received my order but I am not satisfied with a product, can I return it?
Of course, if for any reason you are not satisfied with one / more items, you can ask for the return within 14 days from the date of receipt of the package. Follow the instructions on the return tag attached to the garment or see how to do it on the Customer Service & Info page

I have sent my return few days ago, when will I have the goods refunded?
Your return will be processed within 14 days of arrival date at our office. As soon as the returned goods are checked and accepted we will refund them with the same payment method used for the order:
- credit card: the amount refunded will be visible on the next card statement. The processing time may vary depending on the company issuing the credit card, generally about 20 working days.
- paypal: once the refund has been made, the money automatically returns to the PayPal balance or to the credit/prepaid card, depending on the payment instrument used originally. Refund time also depends on the method used initially. You can view the refund status at any time by checking the history of your PayPal account.
- bank transfer: after receiving the bank details from the customer, we make a refund. Usually the money repaid is visible on the current account within 48 hours.

Can I return two different orders in the same box?
Of course, if you received the items at most 14 days ago, then you can return the garments even using only one box/flyer dhl. Remember not to unplug the security seal and pack the garments in the same way you received them. Use a schotch to close the box correctly. More information on the return procedure can be found on the Customer Service & Info page.

Can I send the return with a different courier from the one that gave me the order?
Yes, you can choose a different courier from the one that delivered the package (DHL). You must send the return to the following address:
DMAG outlet  - Proiezione srl
via Forcella 13, 20144 MILANO
Please be advised that if you do not use our courier DHL, DMAG is not responsible for any theft or loss during transport; we suggest, therefore, to choose a type of traceable shipment.

 


TECHNICAL ASSISTANCE

Our site is best viewed with the latest versions of the major browsers. Make sure you have installed the latest version of the browsers you normally use.
In case of problems with browsing, we suggest you:
- Delete Cookies and Temporary Files from your computer
- Check that Javascript is activated.
If the problem persists, please contact us and tell us:
- The operating system you are using (Windows Vista, Mac OS X, etc.)
- Internet browser and version used (Chrome, Firefox, Safari, ...)
- The address you are trying to access (for example, www.dmag.eu).