Frequently Asked Questions
Find answers to common questions about DIMEN products, orders, shipping, returns, and customer support.
Orders & Payments
When will online ordering be available?
We are currently completing the setup of secure payment processing. Online ordering will be available soon. Once payments are enabled, the available payment methods will be displayed at checkout.
Can I change or cancel an order?
Please contact us as soon as possible after placing your order. We will review your request, but changes or cancellations cannot be guaranteed once processing or shipping has begun.
How can I contact DIMEN about an order?
Email us at support@dimenstore.com or use our Contact Us page. Please include your order number and the email address used for the purchase. We aim to respond within 1–2 business days.
Sizing & Products
How do I choose the right size?
Please review the size information shown on each product page before ordering. Measurements and fit can vary by style. If you need help choosing a size, contact us with the product name and your relevant measurements.
Will product colours look exactly the same as the photos?
We make every effort to display colours accurately. However, colours may appear slightly different depending on screen settings, lighting, and production batches.
Shipping & Delivery
Where are orders shipped from?
Orders are shipped from mainland China.
How long does delivery take?
Orders are generally processed within 1–2 business days after payment confirmation. Estimated delivery times vary by destination and shipping method:
- United States — Standard Tracked: 7–14 business days
- United States — Express: 6–10 business days
- Japan — Express: 3–5 business days
- South Korea — Standard Tracked: 5–10 business days
These estimates include order processing and transit time. They are not guaranteed and may be affected by customs clearance, carrier delays, public holidays, peak seasons, address issues, or other circumstances outside our control. Available shipping methods and final estimates are shown at checkout.
How do I track my order?
We will send a tracking number after your order has shipped. Please allow 2–3 business days for tracking information to begin updating after the shipping confirmation email.
Will I need to pay customs duties or import taxes?
Unless otherwise stated at checkout, customers are responsible for any customs duties, taxes, or import fees charged by the destination country. These charges are set by local authorities and are not controlled by DIMEN.
Returns & Support
Can I return an item if I change my mind?
DIMEN does not offer unconditional returns, refunds, or exchanges for change-of-mind purchases or personal preferences, except where required by applicable consumer protection law. Please review our Refund Policy before ordering.
What should I do if my item is damaged, defective, incorrect, or misdescribed?
Contact support@dimenstore.com as soon as reasonably possible. Include your order number, a description of the issue, and clear photographs where applicable. We will review the request and provide an appropriate resolution in accordance with applicable law.
Where should I send an approved return?
Do not send returns to our Wyoming registered business address. Contact us first and wait for return instructions. Unauthorized returns may not be accepted.
Where can I find the complete store policies?
Please review our Shipping Policy, Refund Policy, Privacy Policy, and Terms of Service for complete information.