FAQ

ORDER ISSUES

Why haven’t I received an order confirmation email?
Don’t worry if you haven’t received your order confirmation email straight away. We need some time to process the order and once it will be done you will receive an email.
If it has been more than two days, please contact us, maybe your email address has been misspelled.

How can I track my order?
We offer a trackable shipping on all orders so you will be able to check when your package will be delivered to your local post office or straight to your place.
You can check the location of your order here using your order number and email. Or you can check order status in order confirmation email.
Usually orders are delivered according to Delivery time. If the package is late, we suggest contacting your local post office. If it won’t arrive at all, please click here.

What do I do if I receive a faulty item in my order?
We are willing to sort out any issues with faulty items. If you have discovered a fault, you can return the item for a refund or exchange, simply click here.
For more information check out our Return Policy.
For more information, please contact our Customer Care.

I’m missing a product from my order, what do I do?
Sometimes we divide the orders into several parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been shipped in couple of packages then each shipping confirmation email will tell you which items you can expect to find inside.  Please check the shipping notes from each part of your order to make sure you’re not missing anything.
If something is missing, please contact our Customer Care with your order number and the missing item’s name, we’ll resolve the situation for you.

I have an incorrect item in my order, what do I do?
If you have received an incorrect item, you can return it for a refund or exchange, simply click here. For more information check out our Return Policy.
For more information, please contact our Customer Care.

Why haven’t I received an answer on my email?
We are doing everything possible to answer all your emails and messages as soon as possible. We guarantee that you will receive an answer within 24 hours.
If there’s still no answer, please check if the email, also please check if the email/message was sent, also please check spam folder. If there’s nothing, please resend your email.

PAYMENTS, GIFT CARDS AND PROMOS

How can I pay for my order?
PayPal.
If you’re trying to checkout with gift card, please click here to find out more information about it.
If you want to apply a promo code, we would like to recall that you can use only one code per order and there are no exceptions.

I have a promo code, how can I apply it to my order?
To get the discount you should type in the discount/promo code exactly as it was given to you, without any spaces and punctuation marks unless they are in the code. Type in or copy and paste the code into the special ”Discount” box at the checkout. Once you have entered the code, click ”Apply” button and the total will change according to the promo value.
IMPORTANT: If you won’t apply the promo code while placing the order, it won’t be possible to get the discount afterwards.
If you cannot apply the promo code for some reason, please check following:
* You can use only one discount/promo code per order.
* You can’t use the discount/promo code while purchasing the gift card.
* All our discount/promo codes vary, so do the terms and conditions, so make sure you check them before using the code. Codes might be valid only for certain items and have an expiry date. The terms and conditions can be found in the same place as the discount/promo code whether it will be our website, social media or email.
If the code still doesn’t work, please contact our Customer Care.

How can I get a discount?
We recommended to check our website from time to time as we often have some great promotions and discounts.
If you are interested in promo and discount codes, we send them in our subscription emails. Also you can find some codes on our Facebook, Instagram and Twitter pages.
Sometimes we send the personal discount codes that can be used personally by the client, this is explained in Terms and Conditions.

Why have I been overcharged for my order?
We are very sorry to hear that you had to pay more than you were expecting.
There are couple of reasons it might have happened:
* If you’ve used promo code, the discount might have applied to selected items from your card. There are some exceptions to certain promo-codes that can be found in the terms and conditions that would have been included when you have received the code.
* If you still believe that you should have payed less, please contact our Customer Care and we will try to resolve this for you.

Can I use more than one discount code while placing an order?
You can use only one discount code at a time. Click here to find out how to apply your discount/promo code.

Why the prices of the items have been changed?
We want to assure you that we never change the prices in order to make them higher. As a retail online business we have on-going promotions and sales, that’s why prices might change. When the sale is finished the price becomes the same as before.

DELIVERY

Why was my order divided into several parcels?
We strive to only ship complete orders. However, in particular cases, your order can be split into several packages. This is mainly caused by different supply warehouse’s locations. In this case you will be provided with two or more tracking numbers.

Will I be charged customs fees?
In most cases, customs fees do not apply. The customer is responsible for all customs fees. DIMANT has no control over those fees and we can’t tell you what the cost might be.
Please contact your local customs agency for more information.

Why my package delivery status is ”returned to sender”?
If the tracking information status shows that the package has been shipped back to the sender it means, that it has been shipped back to our warehouse.
In most cases this means that the address you have provided was wrong. We recommend to check the address in the order confirmation email. If you have deleted the email, please contact us with your order number and the issue, and we will resend order confirmation.
Once we will receive the package back, we will contact you to figure out how can we deliver the order to you.

How do I get the shipping information on my order?
Once your order will be shipped, you will receive a shipping confirmation email. You can track your order by the Tracking number.
Be careful and don’t miss the update of your order delivery status.

How can I track my order?
We offer a trackable shipping on all orders so you will be able to check when your package will be delivered to your local post office or straight to your place.
You can check the location of your order here using your order number and email. Or you can check order status in order confirmation email.
Usually orders are delivered according to Delivery time. If the package is late, we suggest contacting your local post office. If it won’t arrive at all, please click here.

My order hasn’t arrived, what shall I do?
If your order hasn’t arrived to the expected delivery date indicated in tracking information:
* Check if the address you have provided while placing the order and the relevance of contact information in order confirmation email. If you have deleted the email, please contact us with your order number and the issue, and we will resend order confirmation.
* Click here and enter your order number and email and check the location of the package.
* Check if you haven’t missed an email or notification on delivery from shipping carrier. There’s a possibility your order awaits you at the post office or you need to arrange re-delivery.
* Ask you neighbors, maybe they have accepted the delivery under your name.
* If you still aren’t able to receive the package, please contact our Customer Care with your order number and the issue, we’ll resolve the situation for you. If we also won’t be able to find the order, we will reship it or issue a refund.
It might take some time to figure everything out and give an answer but we will do everything possible to find a solution in no time.

Which countries do you deliver to?
We deliver to all over the UK.

What’s your standard delivery time?
Processing time:
The order processing time might take up to 1-3 days. Processing includes checking, packing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you. Processing time should be added to the total delivery time.
If your order wasn’t delivered on time, please contact us.

RETURNS

How can I return something to you?
If you wish to return a product to DIMANT you are responsible for the cost of carriage unless the product is faulty and/or damaged. Any item that has been supplied by DIMANT that is incorrect or faulty or has been received broken or damaged must be brought to DIMANT’s attention within 2 days of delivery. Please inform DIMANT by email or telephone stating the issue to: info@dimantltd.com– 01143600024.

Please note, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost.

If you return a faulty product to DIMANT, then you will need to return your product in full – this includes all packaging, manuals, accessories, etc. Please include in your return the original proof of postage to ensure that acceptable costs can be returned to you. Failure to provide an original receipt that clearly illustrates the item(s) being returned and the service providers fees may prevent the cost of the return being refunded. Please note that only acceptable refund costs will be issued. You will be responsible for any loss, delay or damages that could occur during the returns process.

What’s your return policy?
Please read our Return policy here.

What should I do if the refund or exchange was processed incorrectly?
We would like to apologies if we have made a mistake.
If you wanted to exchange something but instead have received a refund, there’s a possibility that the item you wanted is not available anymore. In such case we have issued a refund to let buy something of your choice.
If you wanted a refund but instead have received another item, please click here to contact our Customer Care, we will resolve this situation for you.

What happens to my refund if the payment method I have used is no longer available?
At first you need to contact your payment provider to figure out if it’s possible to return the money back to your account and if you’ll be able to withdraw the money from it.
If no, then we can refund that amount to another card or PayPal account. To do this, we need you to provide the card/PayPal details to our Customer Care.
IMPORTANT: Please let us know that your original payment method is unavailable before processing the return.

Why haven’t I received an answer on my email?
We are doing everything possible to answer all your emails and messages as soon as possible. We guarantee that you will receive an answer within 24 hours.
If there’s still no answer, please check if the email, also please check if the email/message was sent, also please check spam folder. If there’s nothing, please resend your email.

PRODUCTS

Can I use more than one discount code while placing an order?
You can use only one discount code at a time. Click here to find out how to apply your discount/promo code.

Is bulk buying possible in your store?
Yes, it’s possible. You can even get a wholesale discount for bulk buying. Please contact our Customer Care and we will give you a special discount code.