DO I NEED TO REGISTER BEFORE PLACING AN ORDER?

Our registration process is fast, free, and will save you time for future purchases. If you would like to Sign In/Register, please click here. You need to register before placing an order.

HOW DO I REGISTER?

You can Click here to register.

WHY SHOULD I BECOME A REGISTERED USER?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, and you can change your delivery address in Address Book

according to your need.

HOW DO I RESET MY PASSWORD?

Click here to reset your password.

HOW DO I CHANGE MY ACCOUNT INFORMATION?

As soon as you sign in to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

CAN I CHANGE MY EMAIL ADDRESS IN MY ACCOUNT?

You can’t change your email address, unless you register a new account by your new email address.

I CANNOT FIND THE ANSWERS TO MY QUESTIONS, HOW DO I REACH CUSTOMER SERVICE?

Please Click here to contact our Customer Service.

HOW DO I KNOW WHAT SIZE TO CHOOSE?

Please check the size guide under each item on our website. We have detailed size reference for each item. If you are still not sure about the size, you can email us at [email protected].

HOW DO I CHECK ON MY ORDER STATUS?

1.You may view the status of your order by signing in your Darlene account and clicking on Order History. Click here to check on that status of your order.

2. Confirmations are sent by email soon when your order has been received or your order item has been shipped out, based on the valid email address provided to us.

3. If you do not receive any confirmation emails, please check your email spam filter.
You had better select darlenegarment.com as a trusted website domain in your spam filter.
To avoid any duplicate orders, please go to MY ACCOUNT to verify your order has been placed before resubmitting your order.

4.Please allow 24 to 48 hours for your order status to change.

DO YOU OFFER WHOLESALE?

Yes! Please Click here to reach us for more details and we’ll be happy to prepare wholesale pricing tailored for your needs.

I CANNOT FIND THE ANSWERS TO MY QUESTIONS, HOW DO I REACH CUSTOMER SERVICE?

Please Click here to contact our Customer Service.

WHERE IS MY ORDER CONFIRMATION?

A confirmation email of placing an order successfully will be sent to you once the order is authorized and verified. Did not receive order confirmation email? Check your SPAM FILTER first.

HOW DO I USE A COUPON CODE?

You can apply coupon code to your order at checkout. Once you’ve entered your coupon code, click “Apply” and the discount will automatically adjust your order total. Please note that if you do not click ”Apply” before continuing checkout, your order total will not reflect coupon discount.

NOTES

• 1. Please use coupon code in valid date.
• 2. You can use one coupon code only in one order.
• 3. Coupon can be used as value for goods and cannot be used for shipping fees.
• 4. Coupons are subject to offer terms. This does exclude some items on our website which are not eligible for coupon discounts.
• 5. Please make sure that you enter the coupon code exactly as you received it, with no space before, within, or after it. To avoid errors, we recommend you to copy/paste the promotional code you received.

NOT BE SURE ABOUT A SIZE OR HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?

Please check the size guide under each item on our website. We have detailed size reference for each item. If you still have specific questions about a fit of an item or measurement guidelines, email us at [email protected].

WHY IS MY ORDER STILL SHOWING PROCESSING?

Due to the following reasons, your order is showing “Processing:

1.Sometimes the information you put in your order summary is incomplete or incorrect, such as your shipping address, contact number, duplicate orders, out of stock item. We will need to confirm with you to make sure that we send the right items to the right destination. If you do not receive any confirmation emails, please check your email spam filter.You had better select darlenegarment.com as a trusted website domain in your spam filter.

2.Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 2 business days. We will send the other available items and the unavailable item will be shipped out as soon as possible. We will send the items in different packages separately. The status of the unavailable item will be shown as “Processing”.

NEED TO MODIFY OR CANCEL MY ORDER, HOW CAN I DO THAT?

If you need to modify or cancel your order, please contact us immediately. Our email address is [email protected]. We process and ship orders quickly. Once the package is shipped out, we will be unable to make any modifications. Please Click here to contact our Customer Service.

CAN I GET THE DIFFERENCE FOR A DISCOUNT ITEM ?

We apologize for this inconvenience, however the price will be changed in different promotion, so we cannot refund you about the difference. Darlene reserves the right to change the promotion at any time with our sole discretion.

WHAT KINDS OF PAYMENT METHODS DO YOU ACCEPT?

At present, we have two main methods: PayPal and Credit Card or Debit Card via PayPal.

Notes:

1.If you have a PayPal account, you can make the payment directly by PayPal.

2.If you do not have a PayPal account, you can pay by Credit Card or Debit Card via Paypal.

Shopping on our site is safe and secure. Please Click here to view the full details on how we protect your privacy and personal information.

DO YOU RESTOCK ITEMS THAT ARE SOLD OUT?

We do not restock some of our items. You can contact our Customer Service to check availability. We will need an item number/product code to confirm availability.

WHAT CURRENCIES CAN I USE?

There are several currencies available as follows: US Dollar, Pound Sterling, Euro, Canadian Dollar, Australian Dollar, New Zealand Dollar, Norwegian Krone, Swedish Krona, Switzerland Francs, Malaysian Ringgit, Singapore Dollar.

IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?

Please don’t worry and it is safe to order on our website. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. None of your credit-card details will be revealed. During checkout, when you enter your credit card & personal information at our online store, you are passing the information securely to us, using secure socket layer technology (SSL). So be relaxed to choose your favorite items on our website.

WHY MIGHT MY CREDIT CARD BE REFUSED?

Your credit card may be refused for any of the following reasons:

1. The card may have expired. Check that your card is still valid.

2. You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

3. You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

4. Make sure you’re using the latest version of your web browser. Maybe because your browser is installed some kinds of plug-ins. Please clear the cookies restart the browser and then try again.

WAS I CHARGED TWICE?

Please rest assured that your credit card will only be charged once.

If you just place your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48–72 hours). If you need help speeding up the process, you can contact the issuing bank of your credit card. If you still have any questions, please email us at [email protected].

WHAT KINDS OF SHIPPING OPTIONS DO YOU OFFER?

Please Click here to view the details of our shipping options and rates.

WHERE IS MY SHIPPING CONFIRMATION AND HOW TO TRACK MY PACKAGE?

As your package is shipped, you will receive an email notification of confirming the shipment. The email will provide you with the tracking information of your package for you to track at any time. Did not receive shipping confirmation email? Check your SPAM FILTER first.

You can also sign in first and click the package number of your order in Order History to track your package.

WHEN WILL MY ORDER SHIP?

We guarantee to process all in stock items within 1-5 business days on receipt of your order. For customized and pre-sale items, there will be additional shipping time. Orders are not shipped on the weekends or holidays.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

There is always no extra Custom fee. But the recipient will be fully responsible for the charges if there is any. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. This is just a general guideline and you should contact your customs office for specific amounts and percentages.

We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

DO YOU SHIP TO PO BOX ADDRESS?

We don’t support this kind of service. We don’t ship to P.O. Boxes and military addresses (APO, FPO) address.
So please provide us with the most up-to-date, accurate and detailed shipping information with your phone number for the shipping. Your cooperation will be much appreciated. All packages will be held for picking up if cannot be signed or delivered. If an package is returned because it was not deliverable due to an incorrect address, customer will have to be responsible for both the shipping and return charges.

HOW TO DO WHEN I RECEIVE WRONG OR FAULTY ITEM?

If you check that there is a fault with an item or wrong item you have received, please let us know straight away by contact our customer service at [email protected]. Please include as many details including the photos as possible about the order and the problem with the items and we will find a decent way to solve this problem for you.

HOW TO DO WHEN MISSING ANY ITEMS IN MY ORDER?

As different arrivals of the items, sometimes we don’t send all items you’ve ordered at the same time, so some of your items will arrive separately. There is an email notification if your items are sent separately. So first check your email box and if there are any doubts, please feel free to contact us at [email protected].

HOW TO DO WHEN PACKAGE IS MISSING?

If your package shows “Delivered” on the shipping company’s website, but you have not receive the it. Please check with your family members, friends or neighbors to see if someone else sign or pick up the package on your behalf. If you still cannot find it, please call the shipping company for more information and locate your package. Should you have any further questions, please email us at [email protected].

WHAT IS YOUR RETURN POLICY?

Online purchases on Darlene are valid for return and exchange. Please Click here to learn about the details.

CAN I RETURN THE ITEM IF I DO NOT LIKE IT OR IT DOES NOT FIT?

Yes, you can return the item if it does not fit. The customer has to contact us to get a return authorization (return address) within 30 days upon receipt if you want to return the item. Please kindly take note that the address on the parcel is not our return address. We have every right to refuse to sign for the package if you send it back without contacting us. Otherwise, you will be responsible for all the loss arising from there.

DO I HAVE TO PAY THE SHIPPING FEE IF I WANT TO RETURN MY ORDER?

Yes. The customer will have to bear the shipping fee to return the item.

IF I HAVE WORN THE ITEM, CAN I STILL RETURN IT?

We are sorry but items must be returned unwashed, unworn, undamaged and in original packaging with tags attached (only when the items which are defective or damaged upon receipt). If the items are damaged, worn, have stain or we are unable to resell them, there will be a certain amount of handling fee. We will only be able to refund you half of the price for the items.

HOW SOON WILL I RECEIVE A REFUND FOR MY RETURN?

Once we have received your package, if you ask for return, your refund will be processed within 3-7 business days and we will arrange the refund as soon as possible. You will be notified via email at the address listed on your account when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

WHAT IS YOUR ADDRESS FOR RETURN?

Please be sure to contact us first before returning the item. You can reach us at [email protected].

How To Measure A Dress

This will help you to determine your correct dress size, measure a dress to using the guide below:

1. Use a cloth measuring tape

2. Hold the dress and tape snugly, not too tightly, especially at the waist

3. If you are between sizes, order the next size up

Bust: measurement from armpit to armpit, multiplied by two

Waist: measurement at the narrowest part of the dress, multiplied by two

Hip: measurement at the width of a dress, multiplied by two

FIVE WAYS TO KEEP YOUR CLOTHES LOOKING NEWER FOR LONGER

Step 1. Always read the care label and follow the washing instructions.

Step 2. Be careful not to overload the washing machine.

Step 3. Sort your washing by similar wash care types and colors.

Step 4. Always dry your clothes as stated in the wash care label.

Step 5. Wash your clothes at the correct temperature. If in doubt, always wash at a lower temperature.

HOW TO WASH MY ITEM FOR THE FIRST TIME

Garments may experience dye bleeding when you first wash them. But don’t worry. Soak the garments in a salt water bath for about 30 minutes, then rinse them off with clean water. Then, wash them as per normal. Make sure to wash dark and light colours separately.

WHY CAN’T I RECEIVE EMAILS FROM Darlene?

Emails from Darlene may be blocked from your mailbox or in your junk or spam folder, so please check your junk or spam folder first. If you still can’t receive the emails, feel free to contact us at [email protected]. To ensure delivery to your inbox (not junk or spam folders), we suggest you add our email address to your address book or safe list.

WHAT SHOULD DO IF THE SIZE ON THE TAG IS DIFFERENT FROM WHAT I ORDERED?

The size shown on the website will be converted into international size before products are put on sale, which is standard and regular. Therefore, if you find the size you get is not the same as shown on the website, don’t panic and worry. That size we sent you is right. Put them on first and see how it turns out. If they don’t fit you well, you could return them definitely. (Check Return & Exchange to learn more.)

WHY THE COLOR OF RECEIVED ITEM IS A LITTLE DIFFERENT FROM WHAT I SAW ONLINE?

What you have seen in the picture is absolutely what it is being, you might feel somewhat of color difference subject to the monitor and the camera , please refer to the material item. If you find that the size or color you get is not the same as shown on the website, please put them on first and see how it turns out. If they don’t fit you well, you can return them definitely. For any question, you can email us at [email protected].

WHERE OUR ITEMS PUT ON SALE COME FROM?

We are located in HongKong. All the items come from the top brands in China. So the quality, the fabric and the design have guarantee so that we can build our own reputation and offer our customers the best service.

CAN I GET MORE INFORMATION ON A PRODUCT?

We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best.

The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images.

If there is anything further information you feel we need to put on there to help you, just let us know what information you’d like to see and we’ll do our best to include it.

SELL OUT? WHAT IF THE ITEM I’M INTERESTED IN IS NO LONGER AVAILABLE IN MY SIZE?

New items can be sold out rather quickly, but we may get more soon! Please contact our customer service via email and we will do our best to notify you if the item becomes available again. Please include the best email address for reaching you when the item becomes available.

DO YOU USE FUR AND GENUINE LEATHER?

We use neither real fur or genuine leather. Although we use artificial materials, they do not come in low quality.

WHY THE ITEM I RECEIVED IS WRINKLED?

We are sorry for this problem of the item you received. All the items will be ironed before shipped. Because of the uncontrolled international shipment, the item you received may be wrinkled and different from the picture online. We suggest you iron it before wearing.