FREQUENTLY ASKED QUESTIONS (FAQs)

How do I place an order online?

You can explore products online by new arrivals or by choosing a product category. Refine your search by selecting colors, materials and styles. When you have made your selection, add the product to your shopping bag. You can review your shopping bag and proceed to checkout from the icon on the top right hand corner of the page. To complete your purchase simply enter your shipping, billing and payment details.

If your order contains more than one item, it may default to send the products separately in multiple shipments.

.

When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?

Please make sure all information entered is 100% correct and there are no spelling mistakes. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

.

How do I know my order has been confirmed?

The order will be confirmed when we send the confirmation email for each shipment to the email address you provided.

The email(s) will contain a confirmation and summary of the order in relation to each product such as: product description and the total price of the order, including taxes and any shipping costs.

.

My order has been declined; do I need to place a new order?

If you have received an e-mail from us informing you that your order has been cancelled, please place a new order online, or Contact Us.

Can I cancel my order?

If you need to cancel your order, please Contact Us as soon as possible. We will make every effort to accommodate your request.

No cancellations are possible for personalised products which we customise expressly according to your wish.

Processed orders may not be cancelled or modified; you may return your item subject to DIRTY BLACK’s Online Return Policy.

·

Can I modify my order?

For security reasons we cannot change the items in your order or the shipping and billing address. If you notice any mistakes or need to request minor modifications, please let us know and we will do our best to provide assistance.

Processed orders may not be cancelled or modified; you may return your item subject to DIRTY BLACK’s Online Return Policy.

.

My order has been declined; do I need to place a new order?

If you have received an e-mail from us informing you that your order has been cancelled, please place a new order online, or Contact Us.

What gifting services do you offer?

DIRTY BLACK offers complimentary gifting service.

Complimentary Gift Packaging

All dirty-black.com orders come with complimentary package which includes our signature DIRTY BLACK Gift box tied with a DIRTY BLACK satin ribbon. You also have the option of excluding the price from the order invoice.

*Ready-to-Wear items not applicable

·

Is a shopping bag included in my order?

We currently don't offer shopping bags on all of our online orders.

What forms of payment do you accept?

We accept the following forms of payment for online purchases:

Visa | MasterCard | American Express | JCB | UnionPay | Paypal | WeChat Pay | Alipay

When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

·

Do you accept AMEX Gift Card | Visa Gift card?

We don't accept AMEX Gift Card | Visa Gift card | Mastercard Gift Card.

·

I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?

If an error message occurs, this may be because:

-The debit card cannot be used for this type of payment

-Your bank has rejected the transaction due to suspicions of fraud

-The card is not activated for international transactions
Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.

·

Why was I charged twice?

You will only be charged for what you purchased. If you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically. However if it still remains and you are positive you only placed one order, please send us an email to contact@dirty-black.info with a screenshot of the duplicate charge for further assistance.

·

Can I use Afterpay?

We don't offer Afterpay service.

Do you ship internationally?

We ship to most countries. All our international orders are shipped with our trusted third-party international shipping partner, Korea Post EMS and DHL. Both carries have a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.

·

How can I track my order status?

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. 

·

Can I ship to multiple addresses?

We can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

·

I am an international customer (outside S.Korea) Do I have to pay customs and taxes?

For shipments to all other International Countries, we currently only offer Delivered Duty Unpaid (DDU), which means the customer is responsible for duties and taxes upon delivery.  At times, your package may be delivered to your local post office.

·

When can I receive my order?

The normal processing time to prepare your order is 1-2 business days (Monday - Friday). After your order has been shipped, Standard shipping will take approximately 7-15 business days, Express shipping will take approximately 5-10 business days. Please keep in mind that during holidays or limited edition launches and restocks, this time may vary.

DIRTY BLACK is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the S.Korea.

.

What carrier do you use?

International Packages ship via Korea Post EMS or DHL International Express. 

·

Can I modify my shipping address?

If you need to modify your shipping address, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. Please note, shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.

·

Do you ship to P.O. Box?

We currently do not offer deliveries to P.O./APO/FPO. Please be aware that orders made to ship in those areas will be cancelled.

What is your return policy? How many days do I have to return a product?

You may return or exchange DIRTY BLACK products purchased online in accordance with the Online Return Policy requirements, within 7 days from the date of delivery.

Returned merchandise must meet the below requirements in order to be accepted for a refund:

- All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered or damaged will not be accepted.

.

How long does it take for a refund to be issued?

A refund will proceed within 14 - 30 business days according to your card provider's policy.

If payment has already been completed by your credit card, your payment will be canceled. The cancellation may be completed in the next month.

How do I return a product?

If you are unsatisfied with the product you purchased from DIRTY BLACK Official Store for any reason, you may return it within 7 days of delivery.

To return an item, the following procedures are required.

1. Make an online return through the Returns section of the website and entering your order number and the email address used to place the order. Please proceed to the form.

2. Please enter the required information in the return request form (name of product you wish to return, number of items returned, reason for return, etc.) and submit.

Before requesting a return, please ensure that you have followed the steps above and that you meet the return conditions in the Terms of Service. Once Client Services has confirmed your return request, we will contact you to provide further instructions on the return process.

DIRTY BLACK Official Store is not responsible for return shipping costs.

Every shipping has to be paid by the customer, even if the item had free shipping in the first place, the customer has to pay for the shipping in return.

If you have any questions, please review Terms of Service or Contact us.

.

How long does it take for a refund to be issued?

A refund will proceed within 14 - 30 business days according to your card provider's policy.

If payment has already been completed by your credit card, your payment will be canceled. The cancellation may be completed in the next month.

In the case of clothing

Please refer to the laundry method of the care label attached to the inside of the product when washing clothes.

.

Leather/fiber bags, wallets, and shoes

• If wet, dry them directly with direct sunlight or heat, so dry them in a shade with good ventilation.
• When preserved, avoid places with high temperature or humidity and put the contents inside to maintain their shape.
• Avoid using it next to oil or fire.
• Please avoid wearing white or bright socks as much as possible because natural leather inside shoes can cause color to be cut off on the contact area due to the nature of leather.
• In the case of suturing (stitch-down) design, water may seep in, so avoid wearing it in case of rain.
• Polyurethane window is light and has excellent shock absorption, while the window may fall due to adhesion by press compression method, but it is not a quality problem.
• The printing technique and the pearl pigment coating product may fall off when used unlike the dye penetration dyeing technique, but it is not a problem due to the nature of the process.
• Due to the nature of leather or fabric, wrinkles and wear may occur due to repeated wearing and bending.
• When other substances come into contact with the surface, the paint material may be adsorbed and stained, but this is a unique characteristic of the material and is not related to the durability of the product.

How can I find out more information about a product?

Product details can be found on the product pages but if you have more questions, please Contact Us

·

How do I remove my DIRTY BLACK case from the phone?

The easy way to remove a phone case is to first lift one side or one corner up from the bottom of the case, then gently remove the case.

·

Are DIRTY BLACK cases heavy?

DIRTY BLACK cases are generally heavier compared to other cases as leather is our signature material. Note: The weight of phone cases varies depending on the case types selected as they are made with different materials.

·

Do you offer warranty?

Yes, we offer a 6-month limited warranty for all products purchased online, which covers one-time replacement of the same product. Within 6 months from the date of original purchase, if you discover a fault with your item(s), simply take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction. Limitations of our Warranty:

- Any scratches or discoloration of your product(s) caused by natural wear-and-tear are not covered by our warranty.

Note: Our stainless steel products are easily scratchable due to it's nature, 

• Any damages caused by accidents or unauthorised modifications are not covered by our warranty.No devices (e.g. mobile phones, tablets, etc.) other than DIRTY BLACK products are covered by our warranty.
• No replacements or refunds are applied to lost or stolen items.S
• Special warranty policy applies to stainless steel products. 
• If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option.

Note: DIRTY BLACK reserves the right on the final decisions.

With Pony Club, you can access exclusive services for an enhanced shopping experience:

• Earn points and unlock exciting perks
• Save your addresses and card details for a quicker checkout next time
• Track Order status and request a return online
• Review past purchases at a glance
• Create a personalised wish list of your favorite items and share it
• Sign up for Newsletter

Please access the "Forgot your password?" link on the login screen.

We will send you an email with a link to set a new password.

Please use that link to set your password.

By logging into your account, you can save your favorite products to your wishlist from the product details page.

You can also print and share the wishlist you created.

To modify your personal information, including name, date of birth and email address, visit the Account Settings section under My Account. Log into your account

To delete your account, please Contact Us.

What is Enigmatic Veiled?

we believe in celebrating individuality and bringing a touch of joy to your Mondays. Introducing Enigmatic Veiled, our exclusive fashion release system designed to infuse your wardrobe with unique, one-of-a-kind pieces that you won't find anywhere else.

.

Why Enigmatic Veiled?

The name Enigmatic Veiled reflects the mystery and allure of our limited editions. Each piece is a hidden gem, waiting to be discovered and worn by those who appreciate the art of fashion and the value of exclusivity.

With Enigmatic Veiled, DIRTY BLACK transforms your wardrobe into a collection of treasures. Every Monday, look forward to unveiling something new, something that resonates with your personality, and something that sets you apart.

.

Embrace the Mystery. Embrace Your Uniqueness.

Stay ahead in the fashion game with DIRTY BLACK’s Enigmatic Veiled. Join us every Monday to explore and secure your exclusive pieces before they vanish. Because your style deserves to be as unique and enigmatic as you are.

• New Releases Every Monday: We launch a brand-new design every Monday to lift your spirits as you step into the week. Whether you’re heading back to school or work, our fresh collections will bring excitement to your routine.
• Limited Edition: Each design is produced in a strictly limited run of only 100 pieces. This ensures that every item is truly exclusive and rare, perfect for those who cherish their unique sense of style.
• Never Re-Released: Once a design sells out, it’s gone forever. You’ll never have to worry about seeing someone else in the same outfit, allowing you to maintain your distinct fashion statement.

.

1. Why Enigmatic Veiled?

The name Enigmatic Veiled reflects the mystery and allure of our limited editions. Each piece is a hidden gem, waiting to be discovered and worn by those who appreciate the art of fashion and the value of exclusivity.

With Enigmatic Veiled, DIRTY BLACK transforms your wardrobe into a collection of treasures. Every Monday 10:00AM, Korea Standard Time(KST), look forward to unveiling something new, something that resonates with your personality, and something that sets you apart. 

2. How can I purchase pieces from the Enigmatic Veiled system?

You can purchase pieces directly through our website. Simply create an account, browse the available collections, and make your purchase. Be sure to act quickly, as pieces are limited and may sell out fast.

3. Can I reserve or pre-order upcoming designs?

Currently, there is no option to reserve or pre-order upcoming designs. All pieces are available on a first-come, first-served basis when they are released every Monday 10:00AM, Korea Standard Time(KST).

4. Can I suggest designs or provide feedback on the Enigmatic Veiled pieces?

We welcome feedback and suggestions from our customers. Please use the contact form on our website to share your thoughts and ideas. We value your input and strive to incorporate customer feedback into future designs.

5. How do I ensure I get a piece from the new release?

To increase your chances of securing a piece from the new release, we recommend setting a reminder for the release time every Monday 10:00AM, Korea Standard Time(KST) and being logged into your account when the new designs go live.