常见问题

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.

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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.

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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.

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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.

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.

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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.

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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.

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 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.

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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.info with a screenshot of the duplicate charge for further assistance.

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Can I use Afterpay?

We don't offer Afterpay service.

贵公司是否向海外发货？

我们向大多数国家发货。我们所有的国际订单都与我们信任的第三方国际海运合作伙伴K-POST和DHL|Fedex一起发货。 K-POST在世界各地拥有许多运输伙伴，负责处理本地货物，确保货物安全快速到达。

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我如何追踪我的订单状况?

当您的产品发货后，您将收到一封确认邮件，该邮件包含一个通过承运人跟踪您的订单的链接。

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我能发货到多个地址吗？

我们每订单只能发送到一个地址。 如果要发货到多个地址,请在每个地点单独订购。

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我是国际客户(除韩国）要交关税和税金吗？

对于所有其他国际国家的货物，我们目前只提供未完税（DDU），这意味着客户在交货时负责关税和税收。 有时，你的包裹会送到当地的邮局。

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我什么时候能收到订单?

处理订单所需的正常时间,为办公日(星期一至星期五)48小时。 您的订单发货后，标准装运大约需要7-15个工作日，特速装运大约需要3-7天。 休息日或限量版上市及再入库时,可能会有变动,敬请谅解。DirtyBlack不负责任何可能受海关、自然事件、航空和地面运输罢工或延误影响的装运货物,也不负责在包装离开出发国后收取任何额外费用、海关或后端费用。

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制定了哪些新冠肺炎安全协议？

CDC建议的各项健康及安全措施,以及额外的保障措施,以促进配送中心的安全及生产环境。 这包括对物流中心员工在开始工作之前进行非接触式温度检查和分派小组成员。

这些健康和安全预防措施一次造成的人员少于正常处理订单的人数。 考虑到这一点，我们感谢客户继续耐心等待，如果他们能延迟发货。

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用什么快递公司？

国际包裹通过联邦快递或DHL国际快递发货。

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我可以修改我的发货地址吗?

如需更改您的装运地址，请点这里尽快与我们联系我们将尽力满足您的要求，但不能保证您的订单一旦提交就会得到调整。 请注意,通过paypal购买的订单的配送及配送信息在提交订单后可能无法修改。

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贵公司是否已发货到P.O.Box?

我们目前没有向P.O./APO/FPO提供送货服务。请注意，在这些地区发货的订单将被取消。

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.

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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 3 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.

How do I return a product?

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.

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.

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.