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FAQ's

Frequently Asked Questions

FAQ - Returns & Exchanges

What is the return period for items purchased from Dffrnt?

You can return items (excluding items on sale) within 14 days of receipt.

What are the conditions for returning items?

Returns are accepted if:

  • Items are in their original condition (unworn and unwashed).
  • Items are in their original packaging.
  • Tags remain attached to garments.
  • Underwear and headwear are not eligible for returns due to hygiene reasons.

How do I return an item?

 

  1. Ensure the item meets the return conditions.
  2. Download, fill out, and include the returns form in the return parcel. Download the returns form here.
  3. Use a trackable service to send the items to:
    DFFRNT RETURNS
    Dffrnt presso Con.Fi, Via Prima Strada 4
    30032 Fiesso D'Artico (VE)
    Italia

Who covers the postage costs for returns?

You will need to cover the postage costs yourself, unless the item is deemed faulty.

How can I ensure my return reaches Dffrnt safely?

Use a trackable service to ensure your return arrives safely at our premises.

What happens if my return is rejected?

If your return does not meet the conditions, it may be rejected and returned to you without credit. You will be contacted via email if your return is rejected.

How are refunds processed?

Refunds are processed within 48 hours of receiving your parcel at our distribution centre. The funds will be refunded based on the original payment method:

  • PayPal: 2-5 business days.
  • Credit card: 2-5 business days, depending on your financial institution.
  • Afterpay: Cancels future payments and refunds any amounts owed to the original payment method within 2-3 business days.

Are delivery charges refundable?

Delivery charges are non-refundable unless the item is deemed faulty.

Can I exchange an item for a different size?

Yes, if you want to swap the size of your item, we can facilitate this for you. If we cannot locate another size, we will process a refund instead. You will need to cover the postage costs and ensure the item reaches us safely. Items paid for via Afterpay or Zip cannot be exchanged, only refunded.

What should I do if my item is faulty?

If your item is deemed faulty, we will reimburse your delivery costs up to the original delivery amount. If you are outside Australia, please contact our customer service team before posting the product back to us.

Are sale items eligible for returns or exchanges?

Sale items are not eligible for a refund, exchange, or store credit.

Where can I download the returns form?

You can download the returns form from our website. Ensure to complete it and include it with your return parcel to process your request as quickly as possible.

What if I need more assistance with my return or exchange?

If you have any further questions or need assistance, please contact our customer service team. Returns, refunds, store credits, and exchanges may be made at the discretion of Dffrnt.

FAQ - Shipping Policy

When will my order be dispatched?

Orders placed before 9am CEST on a business day will usually be dispatched on the same day. Orders placed after this time will usually be processed and dispatched on the following business day.

Are there any expected delays in processing orders?

Delays can be expected during high volume times following public holidays and online events.

Where are orders shipped from?

All orders are shipped from Dffrnt in Fiesso, Italy.

Which carriers are used for shipping?

We use FedEx for overseas shipments and TNT for shipments within Italy.

How can I track my order?

Once your order has been shipped, you will receive a shipment notification with tracking information. You can track your order using the supplied tracking link.

Where can I find more information on delivery timeframes?

For more information on delivery timeframes, please refer to the FedEx website here and TNT Italy website here.

Are there any additional charges for international orders?

Our shipping charges include handling and packaging costs but do not include potential import taxes and duties. Customers are responsible for payment of such charges. To estimate duty and import taxes, you can use an online calculator or contact your local customs department.

What are the shipping costs and delivery times for different regions?

 

  • Europe: FREE for Dffrnt Newsletter subscribers, 1-4 business days
  • UK: FREE for Dffrnt Newsletter subscribers, 1-4 business days
  • USA: FREE for Dffrnt Newsletter subscribers, 1-4 business days
  • Canada: FREE for Dffrnt Newsletter subscribers, 1-4 business days
  • Rest of the world: FREE for Dffrnt Newsletter subscribers, 2-5 business days

Can I cancel or change my order?

We want to get your order to you as soon as possible, so once an order is confirmed it usually can’t be cancelled or changed, unfortunately. If you have any questions about your order, please contact us.

I have a discount or promotional code. How do I use it?

Simply view your Shopping Cart and enter the code in the Apply Discount Code field. Your subtotal should update prior to the checkout stage. If your code is not working, please double check the terms of the promotion against the items in your cart.

I didn’t receive a confirmation/shipment email

Double check your email account spam or promotions folders. If there may be a typo in your entry or you still haven't received it, please reach out and we'll gladly follow up for you.

How do I purchase a gift card for your store?

Gift cards are currently unavailable to purchase online unfortunately. We apologise for any inconvenience.

My item is out of stock. When will I be refunded?

If you have received a notification about one or more of your items being out of stock, we will aim to have this resolved for you as soon as possible. If you opted for a refund: you will receive an email confirmation once this is processed.