Frequently Asked Questions 
(FAQ's)

Below you’ll find answers to the questions we get asked the most.

Products

How should I clean my hats?

The best way to clean your caps is to hand-wash them instead of placing them in a washing machine. This will help with retaining their shape and won’t diminish the quality of the embroidered design. We recommend you wash them with a mild detergent (not bleach), in lukewarm water. If there are any spots that require more attention, then you can use a brush with soft bristles.

Printed apparel (direct-to-garment)

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn’t use any fabric softeners, or dry-clean the items. DTG-printed apparel can be tumble-dried on a low cycle, but hang dry works best. When it comes to ironing, use cool iron inside-out. Do not iron the print.

Embroidered apparel

Embroidered shirts also can be machine-washed cold and inside-out on a gentle cycle with a mild detergent and similar colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option. If you notice any color residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned. After washing, don’t leave the clothing soaking, or lying in a pile while wet. Do not wring out the embroidered articles, but if you want to tumble-dry them, use a cool air setting. If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn’t wet embroidery before ironing or use a steam iron.

All-over printed apparel

All-over printed apparel can be machine-washed cold with like colors, but without bleach. You can tumble-dry the apparel on low heat. It can’t be ironed or dry-cleaned.

All-over printed sweatshirts

The all-over printed sweatshirts have a slightly different fabric. So while they can be machine-washed cold with like colors without bleach and ironed on low heat, they can’t be tumble-dried or dry-cleaned.

Sublimation apparel and towels

Sublimation apparel and towels can be washed at any temperature, but we suggest cold/warm water. We also recommend washing the items with like colors, as the polyester fabric tends to make colors run.

Bags

Our all-over print backpacks need to be hand-washed, but after the wash they can be tumble-dried on low heat. The backpacks can’t be bleached, ironed, or dry-cleaned. All-over print beach, tote and drawstring bags can be machine-washed without bleach on cold cycle. After washing, they can be tumble-dried on low heat. They can’t be ironed, or dry-cleaned.

Pillows

The pillowcase itself can be machine-washed without bleach on cold cycle, and they can be tumble-dried on low heat. They can’t be ironed, or dry-cleaned. The pillow insert should only be hand washed.

Mugs

Our white mugs are microwave and dishwasher safe. Matte black magic mugs, however, should only be hand-washed, and you can’t put them in a microwave. Note that they’re also prone to scratches, so be extra careful.

Posters and Canvas

To ensure that your posters and canvas last for a long time, don’t keep them in direct sunlight or outdoors. They can be gently dusted with a soft, dry cloth or a feather duster.

Phone Cases

Remove your case from your phone. Add a little mild soap to water, and dampen a cloth or sponge with it. With the damp cloth, rub your case gently in circles. Let your case air dry at room temperature. 

How are your products packaged for shipment?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Canvases are usually shipped in corrugated boxes, ranging in dimensions of 12x18x2 to 28x38x6. Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.

How should I wash my printed garments?

In order for you to prolong the life of your custom print, we suggest following the care instructions below: 

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean. 

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric. We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. 

Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.

Are your products eco-friendly?

We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.

Why does my shirt have a vinegar smell?

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent. Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment. The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent. Here’s how it looks:

 

What is the GSM weight of your paper and specs?

Basis Weight: 192 g/m2 Media Thickness: 10.3 mil (0.26 mm) ISO Brightness: 104% Opacity: 94%

What is Proposition 65, and how does it affect me?

Proposition 65 is a law that requires all businesses to provide warnings to customers in California about significant exposures to chemicals that cause cancer, birth effects, or other reproductive harm. For more information about Proposition 65 warning list. Customers need to see this information before they make a purchase. These are the Diego Armand products that contain the chemicals on the list:

  • All-Over Print Premium Pillow and Pillow Case. These products can expose you to chemicals including Abiraterone acetate, which is known to the State of California to cause birth defects or other reproductive harm. The chemical is used to make the pillow fabric water-resistant, so the pillows could be used outdoors. If you don’t plan to use the pillows outdoors, you can choose our All-Over Print Basic Pillows and Pillow Cases that are made from a different fabric which doesn’t contain the chemicals.
  • All-Over Print Athletic Long Shorts and Short Shorts can expose you to chemicals including Abiraterone acetate, which is known to the State of California to cause birth defects or other reproductive harm.
  • Posters and framed posters. These products can expose you to chemicals including Carbon-black extracts, which is known to the State of California to cause cancer.
  • Otto Cap 18-1248 Vintage Cap can expose you to chemicals including BBP and/or Lead, which is known to the State of California to cause cancer and birth defects or other reproductive harm.

Any Diego Armand shipment with these products going to a destination in California includes a warning on the packing slip, notifying the recipient of the presence and potential effects of these chemicals.

Example of a packing slip going to California

For more information about your responsibilities in relation to Proposition 65 go to https://www.p65warnings.ca.gov/.

How are the canvases made?

They are printed on a satin finish canvas and hand stretched.

How are mugs made?

Mug artwork is inkjet printed, using special dye-sublimation inks and transfer paper. After printing, the transfer paper is wrapped around the mug. The image on the transfer paper is mirrored. Heat and pressure is applied to transfer the image. Printed dye is mixed with the coating. The image then becomes part of the mug.

 

Printing

What should I know about all-over printing?

All-over printing or sublimation is a printing process where your design is printed on paper with dye ink and then transferred directly onto the fabric with heat. Sublimation lets you cover all of the garment with your design instead of, for example, DTG printing that has a smaller area to work with. Due to the peculiarities of the sublimation process, graphics may shift up to 2 inches when printed. Because of this, we don’t recommend using designs that require precise placement. Diego Armand carries two types of products that are printed using sublimation:

  • Sublimated products. These products are pre-made, so your designs are transferred on a ready-made product. Sublimated products, might show white streaks and creasing that are most common near stitching (for example, the sides of a towel).
  • All-over print products (also referred to as cut & sew products). In this case, your designs are printed on fabric, which then gets cut and hand-sewn into the product you ordered. These products don’t have white streaks.
How does fabric blend affect print quality?

DTG printing process is best suited for garments that are 100% cotton. So if you’re looking for the most opaque result, 100% cotton is your best bet. This fabric generally has a better result due to its tight weave.

How should I wash my printed garments?

In order for you to prolong the life of your custom print, we suggest following the care instructions below: 

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean. 

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric. We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. 

Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.

Why does my shirt have a vinegar smell?

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent. Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment. The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent. Here’s how it looks:

 

Shipping

Why is my shipping label in euros?

We normally print shipping labels in USD. But for orders fulfilled in Europe, we print the value in euros so it’s easier to go through customs checkpoints and mail sorting centers within Europe.

How do taxes and customs work for orders in Mexico?

Orders fulfilled in Mexico may be charged taxes, but they won’t be charged customs duties. We transport all orders fulfilled in Mexico to a distribution center in San Diego, and we ship them out from there. Since products are technically shipped from the US, they won’t be charged customs, but will be charged tax.

How does shipping work for products fulfilled in Mexico?

Products that are fulfilled in Mexico actually ship out from the US. We transport all orders to a distribution center in San Diego, and then they’re shipped out from there. For that reason, we can offer the same shipping rates as we do in LA. The only exception is that we don’t offer overnight shipping from Mexico.

Where is Diego Armand’s European fulfillment center located?

The European fulfillment center is located near Riga, Latvia. We’re in a brand new facility next to the Riga International Airport and our shipping partners, which makes our location the perfect spot for efficient fulfillment. To send warehousing stock after it’s been approved to our facility, mail it to: Lidostas parks Marupes novads Latvia LV-2167

Do you offer shipping with tracking?

Yes, all Diego Armand’s shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.

How long is shipping for orders within the EU?

For orders shipped from our Europe location to a European destination, shipping can take between 5-10 business days after fulfillment. For orders shipped from our Europe location to non-EU regions, it can be between 10-20 business days. [

Does Diego Armand ship internationally?

Diego Armand offers international shipping across the world! For international orders, it’s most likely going to be shipped out with the economy (5-10 days) or no rush (10-20 business days) method. If your packages do get lost in transit and the shipping address was 100% correct, we’ve got your back! We’ll ship out a new order with tracking, at our expense.

Is Diego Armand available in all countries?

No, Diego Armand isn’t available in some countries because of legal restrictions or shipping carrier limitations. For now, 

Diego Armand isn’t available in and doesn’t ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically. We’re available to all other countries and ship internationally!

How can I check the status of an order?

From your Diego Armand Dashboard you will see your order history under “Orders.” When choosing a specific order, a new window will appear with additional details. Here you will find your order status. Your order will reflect one of the following statuses:

  1. Being Fulfilled – Your order is ready for fulfillment and the process has begun. Estimated time for completion will show in the status bar. Typically fulfillment time is 2-7 business days.
  2. Canceled – Your order was canceled. Click “Copy order” to resubmit a matching order.
  3. Draft – Your order has not yet been confirmed or completed. Click “Confirm order” to finish submitting it.
  4. Failed – Your order was imported as a draft because payment failed. Viewing the order will show the reason payment failed. Find out more about failed orders here.
  5. Fulfilled – Your order was printed and packaged and is ready to go! The Tracking Info button should appear next to your shipment information and if the level of service selected for shipping included tracking your updates should go live within 24 hours. You will receive a notification from us once the order has left our building.
  6. Needs approval – Your order was imported to Diego Armand but needs to be manually confirmed:
    1. The product wasn’t synced when the order was submitted. Click “Complete order” and sync the product to finish submitting the order.
    2. At the time of the order, the setting “Manually confirm imported orders” was enabled. Click “Complete order” to finish submitting the order.
  7. Not Synced – Your order was imported to Diego Armand but didn’t begin fulfillment because some or all products were unsynced. Click “Complete order” to finish submitting the order by syncing or ignoring the products.
  8. On Hold – Your order has been placed on hold. This is usually due to an item being out of stock, an issue regarding graphics, mockups, or other potential issues that we need to address with you. Check the hold notes for details on what we need from you. Contact us if you have any questions.
  9. Partially Fulfilled – Your order may contain products that do not ship together. In this case, you may see the order as partially fulfilled. This means some portion of your overall order is already complete and we are still working on another shipment in that same order. You will see tracking information for any packages that have already been shipped out.
  10. Returned – Your order was returned to a Diego Armand facility. Check the return notes to confirm the reason.
  11. Waiting for fulfillment – Your order was submitted and received by Diego Armand and is waiting for the fulfillment process to begin.
How are your products packaged for shipment?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Canvases are usually shipped in corrugated boxes, ranging in dimensions of 12x18x2 to 28x38x6. Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.

Where can Europe location orders ship to?

Multiple factors affect whether an order can be fulfilled and shipped from our Europe location. Those include product type availability, stock availability, and shipping address. Order routing happens automatically so the branch that’s the best fit will fulfill an order. We don’t guarantee all orders shipping to a specific country will always ship from our Europe location. Our Europe location may fulfill orders being shipped to the following countries: Europe: Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Sweden, Switzerland, Ukraine, United Kingdom, Vatican City. Worldwide: Armenia, Azerbaijan, Bahrain, China, Georgia, Hong Kong, Indonesia, India, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, Kyrgyzstan, Lebanon, Macao, Malaysia, Mongolia, Oman, Pakistan, Philippines, Russian Federation, Saudi Arabia, Singapore, Sri Lanka, Taiwan, Tajikistan, Thailand, Turkey, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Qatar, Anguilla, Antigua and Barbuda, Argentina, Brazil, Chile, Colombia, Dominica, Greenland, Jamaica, Paraguay, Peru, Suriname, Uruguay, Venezuela, Benin, Botswana, Cameroon, Cape Verde, Congo, Egypt, Eritrea, Ghana, Kenya, Mali, Mauritius, Morocco, Mozambique, Namibia, Nigeria, Seychelles, South Africa, Tanzania, Tunisia. *This list will expand to include other countries over time! You may be surprised to see some countries on this list! Remember that we’ll route orders with the goal of getting your order to the destination the fastest.

How quickly are packages delivered?

We print and fulfill all our products on demand once you place an order. 

To estimate when you get your order, add our fulfillment time to the shipping time. It takes 2–7 business days to create apparel products and 2–5 business days for non-apparel products. Here are the shipping times for each shipping method we offer:

  • Overnight: next day delivery in the US
  • Express: 1-3 business days in the US, Canada, and internationally
  • Standard: 5-8 business days in the US, 6-12 days in Canada, 5-20 days internationally
What happens if a package wasn’t delivered, but the tracking states that it was?

If the package was marked as delivered by the carrier, but you reports that you have yet to receive it, Diego Armand won’t cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.” If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future! [

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to info@diegoarmand.com, then we’ll gladly send a replacement at no cost to you.

What price is shown on the packing slip?

For automatic orders from our ecommerce platform, we’ll automatically show the retail price and currency that’s on our storefront. Packing slips for international orders will always show product prices because we’re required to declare them for customs. For orders imported from our store, we’ll show the price and currency in our store.  Keep in mind that these prices are used to declare a shipment’s value and will determine any possible customs fees.

Do all items in orders always ship together?

There are some products that we’ll ship separately due to packaging differences. These products are: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing, snapback hats.

How long does fulfillment take?

Fulfillment time is the time it takes to make your ordered product. Our fulfillment time is calculated in business days:

  • 2-7 bus. days for apparel products (t-shirts, leggings, dresses, etc.)
  • 2-5 bus. days for non-apparel products (posters, mugs, phone cases, etc.)

97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer. Please note:

  • Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
  • Our fulfillment averages don’t account for the time an order might be put on hold.
  • Fulfillment for large orders may take longer than the 3-5 day average, but will still be fulfilled within 7 days.
How long does it take for my order to be processed?

From the time your order is placed and the date when you receives it, there are two processes to consider. 

Fulfillment: Standard fulfillment time is 2-7 business days. Once your order has been fulfilled and left our building you will receive a notification with shipping information if applicable.  Depending on the circumstances and inventory levels, it may take longer than usual. Don’t worry, All of the big LA wholesale factories are practically in our backyard. This means it’s super easy to keep stocked and minimizes wait time for you! 

Shipping: You have several shipping options to choose from – they can range from within 1-8 business days (1-20 for international orders) depending on the courier and level of service you select.

Where are returns sent?

We will notify you via email that the package has been returned once it reaches our facility, and based on the reason for the return, together we’ll decide what the next steps should be. Packages sent out from our US fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. Meanwhile, packages sent out from our Europe location are automatically returned to our Europe fulfillment center. Its address: Lidostas parks, Marupes novads, Latvia LV-2167. You can find our returns policies here.

Where can I find the tracking information for my orders?

All tracking numbers can be found in the shipping notification emails we send out, as well as on your profile dashboard. Tracking numbers generate when a shipping label is printed at our facility – keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed. If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at info@diegoarmand.com

Why aren’t all of Diego Armand’s apparel brands available for fulfillment in Europe?

Not all of the apparel brands we offer are available for fulfillment at our Europe location. That’s because not all of our brands are carried or reliably stocked by European suppliers. Being selective in the brands we offer will limit late orders due to unreliable stock.

How are shipping prices affected by the Europe location?

The international shipping prices at our Europe location differ from the ones charged for shipping from our US locations. So, for example, shipping a product from our Europe location to an end address in Europe will be cheaper than shipping it from the US. Don’t forget that there are multiple factors  that can affect whether an order is fulfilled and shipped from our Europe location (including product availability, shipping address, etc). Order routing happens automatically so the branch that’s the best fit will fulfill an order.

Why don’t canvases ship to Australia?

In order to protect its ecosystem from invasive foreign species, Australia has strict laws for what can be imported into the country. Wood products are especially regulated as they can contain timber borers, insect pests, bark, and other potential biohazards. The regulations and treatment processes for importing wooden products into Australia are incredibly difficult to maintain, so for that reason we do not ship canvases there. Click here to learn more about Australia’s import requirements and regulations.

If I choose a faster shipping rate, will you fulfill my order faster too?

Yes, that’s true! All orders shipping with the overnight delivery method for domestic orders will automatically be marked as priority in our system and bumped up in the fulfillment queue. For international shipments, orders with the express delivery method will be marked as priority.

Are the packaging materials recyclable?

The poly bags used in our packaging are recyclable, low-density polyethylene, FDA and USDA compliant.

What if I entered the wrong address?

Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility. In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address. If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 3 weeks you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.

My order has been sent, why don’t I see the tracking info?

Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier’s tracking system. Note that international shipment tracking may take up to a few days to display any updates but that doesn’t necessarily mean the shipment is lost.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you. We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check and get in touch with your local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense. You can check out our return policy for up-to-date details about reshipments.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by end customer. You will receive notice once the order arrives back to our facility. We would be contacting you to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by customer, or had an incorrect address originally provided. 

Returns

How do I report a problem with my order?

You can report problems by contacting us at info@diegoarmand.com Be aware that Diego Armand may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

What if the recipient’s address was wrong?

If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If the package was not returned to sender, then you would have to process a new order to replace the original.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you. We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check and get in touch with your local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense. You can check out our return policy for up-to-date details about reshipments.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by end customer. You will receive notice once the order arrives back to our facility. We would be contacting you to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by customer, or had an incorrect address originally provided.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 3 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date.

What happens if a package wasn’t delivered, but the tracking states that it was?

If the package was marked as delivered by the carrier, but you reports that you have yet to receive it, Diego Armand won’t cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.” If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to info@diegoarmand.com, then we’ll gladly send a replacement at no cost to you.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense. If a customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 3 weeks.

Where are returns sent?

We will notify you via email that the package has been returned once it reaches our facility, and based on the reason for the return, together we’ll decide what the next steps should be. Packages sent out from our US fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. Meanwhile, packages sent out from our Europe location are automatically returned to our Europe fulfillment center. Its address: Lidostas parks, Marupes novads, Latvia LV-2167. You can find our returns policies here

Billing and Taxes

Why am I being charged tax?

We are legally required to charge four different types of taxes:

  1. Sales tax on some orders going to the US
  2. VAT (value-added tax) on some orders going to the EU
  3. GST (goods and services tax) to all orders going to Canada.
  4. GST (goods and services tax) to all orders going to Australia.
Do Diego Armand’s product prices include tax?

No, the prices you see on Diego Armand’s product pages don’t include applicable tax or shipping. The final price you pay will be different from the listed price.

Who pays the customs duties & taxes?

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Customer is responsible for these fees. Any fees are paid to appropriate customs agency by the end customer.

What Are My Payment Options?

Diego Armand accepts all major credit cards such as; Visa, Mastercard, Discover, American Express and Paypal.

Who Should I Contact If I Have Any Questions?

Please feel free to contact info@diegoarmand.com for your inquires. 

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