FAQ
SHOPPING
How do I place an order?
UNITED STATES
You may place your order online or by calling customer service at 1-888-472-2383
EUROPE
You may place your order online or by calling customer service at 1-866-365-7326
Why do I have to pay sales tax?
UNITED STATES
DVF.com does not currently charge sales tax for items being delivered to any U.S. state with the exception of New York, California, Nevada and Florida where customers are subject to their respective sales tax. For International orders, because taxes and duties vary by country, DVF.com cannot determine what these fees will be. For more information, please contact your local customs office.
By purchasing goods from DVF.com, you agree that the offer and sale of those goods takes place in, and will be governed exclusively by the laws of, the State of New York . You also agree that any legal or equitable claim against DVF.com arising from or related to your purchase must be brought in the city, state or federal courts located in New York County , New York and you consent to the exclusive jurisdiction and venue in such courts.
Why do I have to pay the VAT?
Orders shipped to Europe are subject to the 19% Netherlands VAT. Residents of the UK, Ireland, Germany and Italy will be subject to their country's respective VAT.
How do I locate a style not featured on the website?
You may contact e-mail customer service at: cseshop@dvf.com or call 1-866-698-1799
Can I add something to my order?
UNITED STATES
You may contact e-mail customer service at: cseshop@dvf.com or call 1-866-698-1799
If you wish to add merchandise to your order after the order is placed, you must place a new order for the additional merchandise. We will do our best to ship these orders together. At times, however, we will not be able to accommodate this circumstance and will have to ship separately.
EUROPE
You may contact e-mail customer service at: cseshopeurope@dvf.com or call 1-866-365-7326
If you wish to add merchandise to your order after the order is placed, you must place a new order for the additional merchandise. We will do our best to ship these orders together. At times, however, we will not be able to accommodate this circumstance and will have to ship separately.
How do I send a gift?
At check-out, check the Gift Wrap box to indicate that you'd like the item to be wrapped. Items may be gift-wrapped in our traditional DVF box tied with an elegant pink ribbon.
What is pre-order?
As a courtesy to our DVF customers, we offer merchandise for sale that have not arrived yet at our warehouse. These items are marked as pre-orders and ship when the goods arrive at our shops. You can order these items to reserve your size, and we'll ship them to you as soon as they are available. The expected ship date for pre-ordered merchandise is noted on the product pages. We do our best to keep these dates accurate, but please be aware that we may experience delays. If your order contains a mix of in-stock items and pre-ordered items and you select express shipping, we will only be able to apply the expedited shipping to the in-stock items.
What is the cut-off time for overnight delivery?
UNITED STATES
Orders must be placed by 1PM EST in order for the delivery to be sent the same day.
EUROPE
Orders must be placed by 13:00 CEST in order for the delivery to be sent the same day.
What are my shipping options?
UNITED STATES
We ship 2nd Day, and Next Day Air. We cannot guarantee overnight shipping to Hawaii , Alaska and other U.S. territories. All orders must be placed by 1 PM EST for same-day shipping. Orders placed after 1 PM EST will be shipped the following business day.
CANADA
We ship UPS STANDARD and UPS EXPEDITED to Canada from the United States. All orders must be placed by 1 PM EST for same-day shipping. Orders placed after 1 PM EST will be shipped the following business day. Please note that you will be responsible for any import duties placed upon the package by your country. These fees will be COD. Any package refused at this point, will be returned to our facility in the US. Your return will be subject to return frees and customs.
ASIA, AUSTRALIA AND NEW ZEALAND
We ship UPS EXPEDITED to Asia, Australia and New Zealand from the United States. All orders must be placed by 1 PM EST for same-day shipping. Orders placed after 1 PM EST will be shipped the following business day. Please note that you will be responsible for any import duties placed upon the package by your country. These fees will be COD. Any package refused at this point, will be returned to our facility in the US. Your return will be subject to return frees and customs.
EU COUNTRIES
We ship UPS STANDARD and UPS EXPEDITED to EU countries. All orders must be placed by 2 PM EST for same-day shipping. Orders placed after 2 PM EST will be shipped the following business day.
NON-EU COUNTRIES
We ship UPS EXPEDITED to countries in Europe that are not part of the EU Community, for example, Switzerland and Turkey. All orders must be placed by 1 PM EST for same-day shipping. Orders placed after 1 PM EST will be shipped the following business day. Please note that you will be responsible for any import duties placed upon the package by your country. These fees will be COD. Any package refused at this point, will be returned to our facility in the US. Your return will be subject to return frees and customs.
SIZING
How do I find the right size dress?
DVF uses American sizing. Please see our size chart for size conversions and measurements.
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RETURN POLICY
How long do I have to return an item?
If you are not satisfied with your purchase, please send the unused item in its original and unworn condition, all tickets attached and a copy of your invoice with reason for return within 14 days of receiving your item(s) for a refund. We do not reimburse shipping fees. Items received after 14 days but within 30 days are subject to a 20% restocking fee and merchandise that is found to be worn or damaged may not be refunded. Returns will not be accepted after 30 days. We do not accept returns on swimwear. Upon receiving your returned garment we will send a confirmation email that your credit card has been refunded. The refund can only be issued to the card that was used to purchase, so if you receive a gift, you may exchange your item for one that is of equal or more value and we will charge you the difference.
Please send all returns and exchanges to the following address:
US
Panalpina
Attn DVF.com Returns
1000 Castle Road
Secaucus, NJ 07094
EUROPE
Panalpina
Attn DVF.com Returns
FLT Forum 2550
5657 DZ Eindhoven Airport
May I return to a DVF Shop?
No, please return to the addresses above for proper handling of returns. We are not accountable for items returned to the shops.
EXCHANGES
How do I exchange an item?
US
For an exchange, please email our customer service at cseshop@dvf.com to request a new size or style. Send back your unworn garment, and we upon receiving it we will charge or credit the difference in price onto your credit card. Please note that it takes 3-5 days for us to process returns. You will receive an email when your card is credited for a return. Also, it takes 3-5 days for us to process exchanges. You will receive an email when your exchange is shipped.
EUROPE
For an exchange, please email our customer service at cseshopeurope@dvf.com to request a new size or style. Send back your unworn garment, and we upon receiving it we will charge or credit the difference in price onto your credit card. Please note that it takes 3-5 days for us to process returns. You will receive an email when your card is credited for a return. Also, it takes 3-5 days for us to process exchanges. You will receive an email when your exchange is shipped.
Please send all returns and exchanges to the following address:
US
Panalpina
Attn DVF.com Returns
1000 Castle Road
Secaucus, NJ 07094
EUROPE
Panalpina
Attn DVF.com Returns
Flight Forum 2550
5657 DZ Eindhoven Airport
The Netherlands
LUGGAGE
How do I find a style not featured on the website?
For questions regarding DVF luggage and luggage warranties, please call: 973-826-1687.
How do I clean my luggage?
For questions regarding DVF luggage and luggage warranties, please call: 973-826-1687.
How do I find replacement parts for my luggage?
For questions regarding DVF luggage and luggage warranties, please call: 973-826-1687.
How do I have my luggage repaired?
DVF LUGGAGE WARRNTY AND RETURN POLICY
Diane von Furstenberg Luggage warrants that this product will be free from defects in material and workmanship for a period of ten years from the date of purchase. We will repair this product without charge or replace it with an equivalent product if a defect arises during the warranty period. We ask only that you return the defective item, postage prepaid and insured, together with your check for $12.95 to cover handling and return freight, and your proof of purchase to:
Diane von Furstenberg Luggage
994 Riverview Drive
Totowa, New Jersey 07512
This warranty does not cover damage caused by accident, misuse, theft, normal wear and tear or injury to the goods caused by common carrier or private delivery services. Implied warranty of merchantability of fitness are limited to the term of the warranty contained herein. Some states do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you. This warranty gives you specific legal rights and you may also have other rights which may vary from state to state.
H. STERN
Can I order an H. Stern product if I do not live in the US?
Currently, H. Stern is only available to ship within the United States. For H. Stern locations in other locations, please visit www.hstern.net.
May I return or exchange an H. Stern item?
H. STERN EXCHANGE AND RETURN POLICY
H. STERN EXCHANGE AND RETURN POLICY
Diane von Furstenberg for H. Stern will exchange or accept a return on an item within 14 days of purchase. Any item being returned or exchanged must be in the same condition as at the time of sale and in its original packaging. The original purchase receipt must be included for all returns.
STORES
How do I find a store that sells DVF in my area?
Please visit the DVF Store Finder: Store Finder
SHIPPING
Why do I have to pay customs?
CANADA, ASIA, AUSTRALIA AND NEW ZEALAND
* Orders being shipped to addresses outside of the US may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges are the responsibility of the customer. When ordering from www.dvf.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
We are required to provide certain order, shipment and product information to UPS in order to facilitate customs clearance and comply with local laws. We cannot predict what the duties and taxes that will be applied to your package, so please contact your local customs agent before ordering. Generally, you will be required to pay a certain percentage of the value of the item you are purchasing.