FREQUENTLY ASKED QUESTIONS (FAQs)
Shipping
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.
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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.
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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.
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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.
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When can I receive my order?
The normal processing time to prepare your order is 24 hours during 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.
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What Covid Safety protocols have you put in place?
We have implemented every health and safety measure recommended by the CDC, as well as additional safeguards, to promote a safe and productive environment in our distribution centers. This includes contactless temperature checks for distribution center employees before they begin working and spacing out team members.
These health and safety precautions result in fewer people than usual processing orders at one time. With that in mind, we appreciate our customer’s continued patience if they should experience a delay in their shipment.
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What carrier do you use?
International Packages ship via Korea Post EMS or DHL International Express.
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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.
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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.
Order
Can I cancel or modify my order?
If you need to cancel or modify your order, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee that your order may be adjusted once it’s been submitted. Processed orders may not be cancelled or modified; you may return your item subject to Dirty Black’s Online Return Policy.
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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.
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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 10 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.
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How long does it take for a refund to be issued?
Merchandise returned by courier to the warehouse will be processed within 30 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment.
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Does Dirty Black go on sale?
Dirty Black never goes on sales or offer discounts, including black Friday sales and private sales. If you see Dirty Black items, not from an official Dirty Black retailer, being sold at discounted, sale or clearance prices, then chances are the item is counterfeit.
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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.The answer
Accounts
What is a MY DIRTY BLACK account?
MY DIRTY BLACK means complete access to our digital world. Our insider community is the first to shop the latest designs. Streamline your shopping experience by saving time at checkout by adding your shipping and payment details in one place and simply log in to track your order.
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Do I have to set up an account to place an order?
No, you don't have to have an account to place an order.
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How do I create a MY DIRTY BLACK account?
You can create an account by visiting here. Simply enter the following details.
-First name
-Last name
-Email address
-Password
With a MY DIRTY BLACK account, you can:
-Expedite checkout by storing your information, including payment credentials, shipping details and billing address
-Access your Order History to track the product information, order date and shipment date of your orders
-Save the contents of your Shopping Bag for later
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How do I modify or delete MY DIRTY BLACK account?
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.
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I forgot my password, what should I do?
To reset your password, click here. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page.
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How do I subscribe to emails or cancel my existing email subscription?
You can easily subscribe to emails by visiting dirty-black.com and using the sign up form located in the footer on the bottom of the page. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email.
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What is DIRTY BLACK’s Privacy Policy?
DIRTY BLACK’s Privacy Policy is available in this section
Dirty Rewards Points
What are points and how do I receive them?
When you join MY DIRTY BLACK, you receive Points on every qualifying purchase, which can be used to redeem Dirty Rewards Vouchers. Learn more Dirty Rewards page.
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Do Points expire?
No, your points will not expire.
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Can I receive Dirty Rewards points by placing an order through a third-party platform?
To receive Dirty Rewards Points or redeem Vouchers, the order must be initiated in the DIRTY BLACK Online Store.
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I didn’t mean to redeem a Dirty Rewards Voucher. What do I do?
We can help you reload redeemed Vouchers, please Contact Us
Dirty Rewards Voucher
Do Vouchers expire?
No, your Vouchers will not expire.
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How do I redeem Vouchers during checkout?
Select to ‘Discount Code or Dirty Rewards Voucher’ at the checkout. Enter your Voucher code including the prefix 'DTR-', then click ‘Apply’.
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I didn’t mean to redeem a Dirty Rewards Voucher. What do I do?
We can help you reload redeemed Vouchers, please Contact Us
Payment
What forms of payment do you accept?
We accept the following forms of payment for online purchases:
Visa | MasterCard | American Express | JCB | UnionPay | Paypal
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.
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Do you accept AMEX Gift Card | Visa Gift card?
We don't accept AMEX Gift Card | Visa Gift card | Mastercard Gift Card.
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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.
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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.com with a screenshot of the duplicate charge for further assistance.
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Can I use Afterpay?
We don't offer Afterpay service.
Gifts
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.
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How do I send a gift?
During your online checkout, you will have the option to include a personalised gift message, and exclude the price from the order invoice. All Dirty-Black.com orders come with complimentary gift wrap.
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Is Shopping bag included in my order?
We currently don't offer shopping bags on all of our online orders.
Products
Where can I purchase DIRTY BLACK products?
DIRTY BLACK products are only available on www.dirty-black.com at the moment. If you see DIRTY BLACK items, not from an official DIRTY BLACK retailer, then chances are the item is counterfeit. We currently don't have any authorised resellers.
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How can I find a product on DIRTY-BLACK.com?
The products on the website are organized by categories and by product line.
Please use the search engine, indicated by a magnifying glass or use our Search Page, and enter the key words. All the products with a relevant match to your search will be presented.
If you have seen a DIRTY BLACK product in the press (magazine, TV ad, social media, etc.) that is of interest to you and you cannot find it on our website, please Contact Us. Our Client Advisors will provide you with information on the product features and availability.
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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
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Do you offer customization?
We currently don't offer customization, but we are working on it.
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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.
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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.
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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 unauthorized 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.
Contact Us
If our FAQs didn't resolve your issue or answer your question, please Contact Us
