SHIPPING & DELIVERY

How can I track my order?

Once your order ships, you will receive a confirmation email with corresponding tracking information. The tracking number and progress can be found within the order details in your account, or on the carrier’s website.

Our standard order processing time is up to seven business days. During peak periods, please allow additional processing time. Delays may result from payment authorizations, product availability, or customs processing, which could lead to longer delivery times. We appreciate your patience during these busy periods.

Exceptions to this timeframe may include:

• Made-to-order products, including jewelry. These products are made specifically for the customer after an order is placed. Estimated delivery timelines are indicated on the respective product page.


• Products with extended delivery timelines. Estimated delivery timeframe will be indicated on the respective product page, during checkout, and in the order confirmation email.

Domestic Shipping Policy

All domestic orders are shipped via: 

All international orders are shipped via:

 


Order processing may take up to 3 days. You will receive an email when the order ships with the tracking number. All packages are insured and trackable.

Our standard delivery & return policies do not apply to made-to-order products or items marked as Final Sale. Shipping surcharges may be applied on orders requiring multiple deliveries. If we anticipate longer delivery times for a specific product, that information will be listed above and in checkout and the order confirmation email.

International Shipping Policy

Customers now have the option to pre-pay for potential duties and taxes during checkout. Please note that import duties and taxes vary by country. If Duties and Taxes were not paid when you placed your order, either because you elected so or the relevant authority, which such amount might be higher than the estimation; and you will be fully responsible for paying all applicable Duties and Taxes directly to the relevant authority as determined and assessed by such authorities. The Brand will have no responsibility or liability in connection with the foregoing. Moreover, if you fail to pay any Duties and Taxes without reasonable reason, causing the liability to fall on us, the carrier or any third party (including the Brand), the amount of such Duties and Taxes may be deducted from any refund or other amounts you may claim.

All domestic orders are shipped via: 

All international orders are shipped via:

 


Order processing may take up to 3 days. You will receive an email when the order ships with the tracking number. All packages are insured and trackable.

Our standard delivery & return policies do not apply to made-to-order products or items marked as Final Sale. Shipping surcharges may be applied on orders requiring multiple deliveries. If we anticipate longer delivery times for a specific product, that information will be listed above and in checkout and the order confirmation email.

Holiday Shipping Timelines

During the holiday period, please allow up to 5-7 business days for processing and an additional 5-7 business days for delivery. You will receive an email with your tracking information once your order ships.

What if my order is lost?

If your tracking information confirms delivery and you have not received your order, we suggest waiting 48 hours. If you still have not received your order after this window has passed, please reach out to Client Services.

What if my order has been returned to the sender?

If your package has been returned to our warehouse, please contact us for further assistance.

RETURNS

What is the return policy?

We want you to be happy with your purchase. If you made an online purchase within 7 days from order placed, and have unworn merchandise with all original tags attached, click the returns button to get started. Note, all clearance, archive sale items are final sale and cannot be returned. Dyüs does not offer exchanges. Return only for refund or store credit. 

If you would like to complete a return from a purchase made at a one of our retail stores, please reach out or visit your local store. (Online is not accepting store returns.)

Holiday Returns Timelines

During the holiday period, please allow up to 7-14 business days for returns processing once your item has arrived at our warehouse. You will be notified once your return has been processed.

Domestic Return

Taiwan customers can begin the return process here. To complete your return, follow these steps:


• Place all items you wish to return in their original packaging, including any hangtags, and send using the attached prepaid express return label. The item(s) must be in original condition with the original packaging and all tags attached. Items not returned in their original condition may not be accepted.


• We will notify you as soon as your item is received and processed. Once item(s) are received and inspected, store credit will be issued for returned items.

All returns are shipped with standard shipping. You will receive an email with your new order number. We are unable to cancel exchange orders due to our extremely efficient processing times.


If you received an incorrect or damaged item, please do not start a return via the portal; instead, reach out to Client Support.

International Return

International customers can start the return process here. To complete your return, follow these steps:


• Place all items you wish to return in their original packaging, including any hangtags, and send using the attached prepaid express return label. The item(s) must be in original condition with the original packaging and all tags attached. Items not returned in their original condition may not be accepted.


• We will notify you as soon as your item is received and processed. Once item(s) are received and inspected, store credit will be issued for returned items.

All returns are shipped with standard shipping. You will receive an email with your new order number. We are unable to cancel exchange orders due to our extremely efficient processing times.


If you received an incorrect or damaged item, please do not start a return via the portal; instead, reach out to Client Support.

When can I expect my return to be processed?

Once your return is delivered, please allow 5-7 business days for your return to be processed. You will receive an email confirmation once your return has been processed. Should there be no further update after 10 business days, please contact us for further assistance.

What if I receive a damaged product?

Please contact us about any damaged or defective items with accompanying photos within a 20-day period from the date of purchase.

PAYMENT

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, JCB) and PayPal. During a high volume release certain payment methods may be unavailable for security reasons.

My payment won’t process. What should I do?

If you have payment issues during checkout, we suggest contacting your bank or card issuer for assistance.

Can I retroactively apply a store credit or gift card?

Promotional offers and store credits are not applicable to prior purchases. To receive a discounted price on a product, it must be included in an active promotional sale, and the discounted rate is exclusively valid throughout the duration of the sale period. If you have any questions, please contact us.

ORDER STATUS

How do I check the status of my order?

To check the status of your order, please log into your account here.
If you have not registered for an account, you can do so here using the email address associated with your most recent order.

Can I cancel my order?

If your order is processing, you can cancel it online before it ships. To ensure all orders are processed in a timely manner, the window to cancel is approximately one hour.
To cancel your order, follow the below steps:


1.First, log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order.


2.Within the Order History section, find the corresponding order number and select “View or Manage.”


3.Scroll to the “Support” section on the order details page and select the “Cancel” option. If the cancelation option is unavailable, please contact our Client Services team for further support.


4.Then select “Confirm Cancelation” to submit the cancelation.


5.If your cancelation is successful, you will receive a confirmation email shortly after. Please note that your payment method may reflect a pending charge; funds will become available once your bank releases the hold.
Please note that if your order is outside of the cancelation window, the standard shipping and return policy will apply. Taiwan customers can begin their return process here. International customers can begin the return process here.

Can I change or modify my order?

If your order is processing, you can change the shipping destination before it ships.
To change your shipping address, follow the below steps:


1.First, log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order.


2.Within the Order History section, find the corresponding order number and select “View or Manage.”


3.Scroll to the “Shipping Address” section on the order details page and select the “Change Address” option.


4.Enter your new address details and select "Confirm Updated Address."


5.Once completed, your new address will be updated. Due to tax regulations, changes to shipping address must be within the same state.


At this time, we are unable to accommodate product changes on an order; if you selected the incorrect product, please reference the cancelation guide above

What should I do if I haven't received an order confirmation?

If you are unable to locate your order confirmation, please check your spam or junk mail. If you still are unable to locate the email, please contact Client Services.

CONTACT