1 Placing an Order
We can only ship merchandise to the billing address that is confirmed matching via your payment method’s banking institution. All information will be verified before we process any order. This is for your safety and is required by all credit card companies. If this information does not match, your order will not be processed.
We can only ship to the billing address as verified with your banking institution. If you need to ship to any alternate address than your verified billing address, you may contact the banking institution associated with your card and add that address as an alternate address to your card member account.
All new clients are required to go through our verification process. This process is designed to protect you, the card member, as well as us, the merchant. Please be available to speak to our verification team members over the phone or respond to their e-mail inquiry at your best convenience. Ignoring this may result in the cancellation or delay of your order’s shipment.
All clients are expected to understand the sizing of the merchandise and are therefor responsible for choosing the item and size that they would like to purchase. We at Dellamoda.com are not responsible for any size recommendations given and can not be held accountable for how any shoe styles fit/run.
Sales tax will be charged for purchases being shipped to California only. No sales tax will be charged on the purchase of a Gift Certificate.
We are not responsible for any interest or fees accrued on your payment method in regards to any purchases, refunds, exchanges and/or returns.
To place merchandise on layaway you must make a non-refundable down payment of 10% or $100.00 USD (whichever is greater).
We do not accept layaway requests for merchandise under $100.00.
The remaining balance is due within thirty (30) days or the merchandise will be taken off of hold and placed back onto the website to be available for sale.
Layaway payments are non-refundable. Any incomplete payments may be refunded as Store Credit towards future purchases with Dellamoda.
Any partial payments made towards the balance of an order is Non-Refundable.
You are unable to stack coupons. Only one coupon may be used per order.
We have no affiliation with any thrid-party websites offering coupons for Dellamoda.com
All Gift Certificate purchases are final. These Gift Certificates will never expire.
Any returns on items purchased with a Gift Certificate are only eligible for Store Credit (See Article 6.3 - Store Credit) which will be given in the form of a Gift Certificate.
Everything sold by Dellamoda is 100% Authentic and may be verified with the Manufacturers.
The payment methods we accept are as follows: VISA, Master Card, American Express, Discover, and or Bank Wire. You may e-mail us to request to pay for your order by Bank Wire, we will then provide you with the required information.
Any customers/clients that issue a chargeback on their card relating to a transaction with Dellamoda will result in the permanent banning of the customer's/client's account with Dellamoda. They will no longer be able to process or complete any orders with Dellamoda. We are available for Customer Support via E-Mail, Phone, and Live Chat. Please see Section 9 for more information on Contact Methods. Please feel free to contact us first to resolve any problems or issues you may have in regards to your order or our service, we would be happy to do our best to make you happy.
Some restrictions may apply in regards to special orders on a per-brand basis.
• All Jo Ghost Special Orders are non-refundable and cannot be cancelled.
• Delivery can take up to 60 days from the next business day after the order is placed.
• Payment is require upon ordering.
• Paul Parkman Special Orders are able to be Exchanged or Returned for Store Credit Only.
• Delivery can take up to 2-3 weeks from the next business day after the order is placed.
• Payment is require upon ordering.
We accept special orders for sizes above what is showcased. There is a fee of $125.00 USD and the styles would not be returnable or exchangeable. It would be a final sale.
2 SHIPPING POLICY
All shipping costs include shipping, handling, and insurance.
Shipping costs are a flat rate + another flat rate for each additional item.
The Expedited Shipping method is FREE for Gold and Silver members. This shipping method puts you in the front of the line to be shipped the same day as your order is placed. Cut-Off Time for this method is 2:00PM PST. Any orders placed after the cut-off will be shipped the next business day. In the event that we are unable to get your package out in accordance to this method's policy, and you paid for this method, you will be refunded the difference of a Standard Shipping downgrade.
We do allow clients to use their own UPS, FedEx, or DHL shipping accounts. Please provide your shipping account information in the “Customer Notes” field on the checkout page before placing your order. Your shipping fees will be refunded upon the processing of your order and your shipper account will be used.
Other more expedited delivery services are available by request. Additional fees will apply. For more information please contact us (See Article 9 - Contact Methods).
Every package shipped by Dellamoda is fully protected and insured against any loss or damage that may occur during shipment. In any case of loss or damage during shipping you are fully covered.
Please contact us if your shipment’s tracking information says that the package has been delivered, although you have not received it.
Packages lost by UPS will have a tracer filed on them for UPS to locate your package. In the event that UPS is unable to locate your package, you will be issued a refund, store credit, or replacement item depending on the circumstances after UPS's claim investigation has been completed and finalized. UPS investigations may take up to 30 business days. More information regarding the UPS Lost Package/Claims process may be found by clicking here.
Packages lost by USPS will have a tracer filed on them for USPS to locate your package. In the event that USPS is unable to locate your package, you will be issued a refund, store credit, or replacement item depending on the circumstances after USPS’s claim investigation has been completed and finalized. USPS investigations may take up to 40 business days.
Any unclaimed/undelivered and/or rejected packages that are returned to sender will subject, you, the customer/client to all fees incurred due to the rejection of the shipment, including and not limited to all shipping, customs, and duty fees in relation to the shipment.
New shipping fees will be required for any returned to sender packages being shipped back to the client.
Fees may be deducted from any refunds involving the order associated with the package.
No packages may be shipped back to the client until all outstanding balances are paid in full.
Orders shipped outside of the United States may be subject to import duties, taxes, and fees which are levied once the package arrives in your country. Any and all charges relating to customs clearance, import duties, taxes, and fees required by the recipient’s country are the responsibility of the recipient of the order. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You should contact your local customs office for further information. When ordering from Dellamoda.com, recipient is the importer of record and must comply with all laws and regulations of the destination country.
We do not mark any shipments as “Gift”.
Any customs/duties fees/taxes incurred in regards to any packages received by the customer are wholly the responsibility of the customer and are not involved, in any way, with any orders placed with Dellamoda.com.
Any discounted shipping deals offered by Dellamoda, do not apply to the following countries: South Africa, Nigeria, and Brunei Darussalam.
• Some exotic skins may not be exportable Internationally.
• We do not fulfill orders of Python made items to California, all orders of this nature will be cancelled and immediately refunded in full.
3 PROCESSING & SHIPPING OF YOUR ORDER
All domestic orders (within the United States), ALL INSTOCK ITEMS ONLY will generally get processed and shipped out the next 1 -2 business day. Some orders, depending on the items on the order, may take up to 2 -5 business days to be processed and dispatched. ANY order cancelation MUST be requested within 24hrs after the order is placed ( this is IF the order has not shipped within this period already ) will subject to a 15% restocking fee. This fee will be deducted from the refund. We have this policy in place because it takes time and resources to engage orders once in the system and to avoid cancellation of orders without merits.
All domestic orders placed on Saturday or Sunday, or otherwise outside of our business hours, will be processed and shipped out the next 1 - 3 business day (Monday-Friday).
International shipments are processed and shipped within three (3) business days.
4 AFTER SHIPMENT OF YOUR ITEMS
Orders that are shipped may not be cancelled. If you need to return the item for any reason after it has been shipped then you may do so via our return process.
You will receive either a UPS or USPS tracking number via the e-mail used in the checkout process of your order.
You may track any UPS Shipments at http://www.ups.com/tracking/tracking.html.
You may track any USPS Shipments at https://tools.usps.com/go/
You must notify us within two (2) days, for any manufacturer defects, and within seven (7) days, for any other reasons, of the delivery date of your order, as reported by the shipping company responsible for delivering your package, to receive a Return Authorization for your order.
The two (2) or seven (7) day notifications are required. We have certain requirements with our vendors. After this period no returns/exchanges will be authorized for any reason.
If you are unable to physically receive the package within the first seven (7) days after the package has been marked as delivered by the shipping company, please contact us as soon as possible with the reason and, under certain circumstances, we may extend the grace period with possible limitations.
For All Gifts: The required return notification period is extended until January 5th, 2020 for all Orders with "GIFT" in the Customer notes field at checkout. All orders with out this note will be treated as normal and are subject to normal store return policy with a 7 day notification requirement. There are NO EXCEPTIONS.
We do not accept any returns of merchandise that show any signs of wear or use. (See Article 5.3.6). We highly recommend trying on any merchandise on carpet, avoid hard floors at all costs. Any damage to the item will not be accepted for return or exchange.
Once your return has been authorized by our Customer Service Department, you have thirty (30) days from the original delivery date, as reported by the shipping company (See Article 2.2 – Shipping Methods) responsible for delivering your package, for our Returns Department to receive the package.
All returns will be subject to inspection. All merchandise must be returned unused, with all original packaging, contents (boxes, dust bags, tags, certificates, in-soles, security tags, and etc. if applicable). All merchandise must be returned in the same exact condition as received. Your return will be discarded or sent back to you if the conditions and requirements of inspection are not met. You, the client, are responsible for all fees that may incur or may have already incurred due to a declined return. The inspection process may take up to two (2) business days from the return’s arrival depending on the volume of returns. Delivered status on the tracking of your return does not mean your return has been or will be processed the same day. After your merchandise pass inspection, please allow seven (7) business days for your refund (See Article 6.2 - Refunds) to be processed.
All dust bags, shoe horns, laces, tags, Dellamoda Security Tags, and any other item(s) that arrived with your merchandise are required to be included with your return. Either a restocking fee of up to $25.00 or more may incur or the package will be returned back to the sender, all shipping fees will be the responsibility of the client.
Restocking fee amounts will depend on the extent of the missing items.
Top and Bottom of Box, Dust bag(s), Shoe Horn(s) (if applicable), In-Soles (if applicable), Dellamoda Price Tags (if applicable).
Attached Dellamoda Security Tags, Tags and Authenticity Cards (if applicable).
Case, Security Tags, Cleaning Cloth, and Manufacturer’s Paperwork/Warranty
Boxes, bags, packaging, dust bags, tags, authenticity cards, security tags, price tags, cleaning cloths, cases, and etc.
Either the original or a copy of the receipt or the printed e-mail of your Return Authorization, with your Return ID# clearly showing, is required to be included in the package containing your return. If this is not included your return may not be accepted or may cause delays in the processing of your return and refund/credit.
Do not apply anything (such as tape, staples, or any other adhesive tools) onto the merchandise and/or the merchandise’s boxes, bags, and etc. Any damage that occurs upon the removal of these maybe subject to a fee or an overall decline of your return/exchange.
Only use standard cardboard shipping boxes to ship your returns back to us. You may use the same shipping box that you received from us. Please be sure to seal/reseal the package securely. You, the client, are responsible for any lost or damaged packages or merchandise due to the shipping of your return back to us.
Returns that do not meet the Returns Policy’s standards will be returned back to the client at the expense of the client.
The client is responsible for the return of the item back to Dellamoda. This means all shipping fees and tools required to return the merchandise are at the expense of the client. This option is the “Refund Back to Credit Card” option that you may choose while requesting a return.
Customers are liable for return shipping unless mentioned otherwise. We suggest using a shipping service that provides you with tracking and insurance options / information. We are not liable for lost / damaged items coming back. We offer a one time (1) exchange per order, per item. Once an exchange is processed, that item is a FINAL SALE and we will not accept returns or exchanges on that item.
After selecting to receive Store Credit for the return of your item, please allow up to 24 hours for a return shipping label to be sent to you via the e-mail provided on the order at the time of checkout.
Once merchandise is placed on hold for exchange, the return tracking provided by UPS must show movement within 48 hours or the item will be taken off of hold and placed back on the website to be available for sale.
Orders with any form of FREE Expedited Shipping are not eligible for the FREE Returns or Return Label for Exchanges or Store Credit.
We do not refund international shipping fees. The client is also responsible for the return of the item back to Dellamoda. This means all shipping fees and tools required to return the merchandise are at the expense of the client. This option is the “Refund Back to Credit Card Etc.” option that you may choose while requesting a return.
We do not provide return shipping for any international clients.
Any defective merchandise must be reported to our Customer Service (See Article 9 - Contact Methods) within three (3) days of the delivery of the merchandise, as reported by the shipping company (See Article 2.2 – Shipping Methods) responsible for delivering your package.
After this three (3) day grace period we will not accept any returns due to defects and any warranties are with the manufacturers. You may contact the manufacturers for more information.
In any instance that returned merchandise due to a defective claim is not actually defective, the client will be responsible for all shipping charges and fees that may have incurred due to the return of the item and the shipment back to the client.
Most of our merchandise are hand-made and may differ when seen in person. Any manufacturing marks (glue, wrinkles, color variation, skin imperfections and etc.) are considered 100% normal and are not considered defects. We are not responsible for accepting returns due to such conditions.
If you are unable to physically receive the package within the first three (3) days after the package has been marked as delivered by the shipping company, please contact us as soon as possible. with the reason and we may extend the grace period with possible limitations.
If the amount of returned merchandise goes below the required purchase amount to qualify for a Sale Event or FREE Gift Event. Your total refund will be adjusted accordingly.
6 REFUNDS AND CREDITS
All refunds will be processed within seven (7) business days from when they are first approved. Once the refund has been processed on our end, there is nothing else that we can do to speed up the funds arriving in your account.
Store Credit with Dellamoda never expires.
Store Credit is given in the form of Gift Certificate via e-mail. Store Credit is non-refundable.
7 SALE POLICIES, PRICE MATCHING & OTHER CONDITIONS
We will honor any new sale prices that occur within five (5) days after your purchase.
If your order has been shipped, then you will receive a Gift Certificate for Store Credit (See Article 6.3 - Store Credit) in the amount of the difference.
We will honor to price match with any other reputable seller as long as the merchandise, of the same size, color, and style, in question is in-stock and available to be shipped immediately.
Order and item discounts may be subject to recalculation upon the return of any merchandise involved with any sale.
8 EMAIL NEWS-LETTER
Ordering with Dellamoda automatically adds your e-mail address to our newsletter. You may unsubscribe at any time via the link at the bottom of each newsletter e-mail.
We use this information in the same secure and careful manner as we use contact information in the registration and ordering process.
9 CONTACT METHOD
Domestic Customers – (800) 515-8523 TOLL FREE
International Customers – (310) 622-4490
Monday – Friday / 10:00 AM – 3:00 PM (PST)
10 DELLAMODA POINTS & REWARDS
10.1 You will earn 2% back on every purchase you make (every $1.00 you spend with us gives you 1 DM Points, 50 DM Points is worth $1.00 when ordering at Dellamoda.com)
DM Points are not available for use until 14 days after your order's shipment has been delivered (As reported by the corresponding Shipping Company). Your points will never expire and you may use them anytime, even on promotional and on-sale or clearance items.