FAQS

  • Registration
  • Ordering
    • How do I place an order?
      • 1. Choose the section (shoes, handbags) and then the product type (jacket, coat, dress, etc.).

        2. View the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, description and price.

        3. Select item and add it to your basket. You can then choose to continue shopping or to process order.

        4. If you would like to process your order you can do so by either registering or checking-out as a guest.

        5. Choose your mode of delivery.

        6. Select a payment method: Visa, MasterCard, American Express, PayPal ,Gift Voucher or Store Credits

        7. Confirm the order.

        8. You will receive an email confirming your order

    • How do I know what size to choose?
    • How long will it take for me to receive my order?
      • A. For Singapore orders, delivery times depend on the type of delivery selected. Store deliveries take 2 - 3 working days, standard deliveries, 3 - 4 working days and express deliveries, between 1 - 2 working days.

        B. For International orders, standard deliveries take 7 – 10 working days and express deliveries, between 4 – 6 working days. Orders may be delayed due to custom clearance, online security or payment authorization

    • How can I be sure that I’ve made my purchase correctly?
      • Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

    • How can I check the status of my order?
      • As soon as you login to your account with your email address and password, you will be directed to your account overview where you can view your order status. If you are not registered, click on the "Order Information" link in the confirmation email sent to you to view the status of your order.

    • Can I modify/cancel my order?
      • Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

    • Where do I view my order details and history?
      • As soon as you login to your account with your email address and password, you will be directed to your account overview page and click on “ORDERS” to view all your orders.

    • Do you restock items that are sold out?
      • If an item is out of stock, we will try to restock it as soon as possible. You may choose to be notified when item is being restocked by providing us with your email address. However, this does not mean that the item will be automatically reserved for you.

    • Why do I get the message to remove item from bag during checkout?
      • Adding item into your shopping cart does not guarantee reservation of item for your purchase. Unless you have already completed the checkout process, the item may have been purchased by another customer.

    • I cannot find the answers to my questions, how do I reach Customer Service?
      • Please click here to contact our Customer Service Team.

  • Payment
    • What kinds of payment methods do you accept?
      • We accept the following forms of payment:

        • Visa
        • MasterCard
        • American Express
        • PayPal
        • DMK E-Gift Voucher
        • Store Credits

        All credit and debit card holders are subject to validation and authorization by DMK and the card issuing bank, to maintain security and prevent fraud. For faster order processing, select PayPal as your payment mode.

    • Is it safe to use my credit card on the website?
      • Yes, the data is transmitted SSL-encrypted. For payments with Visa and MasterCard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

    • When will my credit card be charged?
      • Your credit card will be charged once your order is processed to ship.

        Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. DMK reserves the right to request additional identification. If necessary, we will contact you by e-mail or telephone.

    • Why is my payment declined?
      • Kindly check that you have entered all information correctly including card details and expiry date. If problem persists, please try an alternative card.

  • Shipping
  • Returns & Exchange
    • What should I do if I receive an incorrect item?
      • If you were to accidentally receive an item that you did not order, please contact our customer service for Return Request. Item returned must be in original condition, unworn with original tags intact. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Please note that items returned will be refunded via Online Store Credits or your original payment mode. Refunds will be made based on invoiced value including shipping charges.Please allow 14 days after your return has been approved for your refund to be processed.

         

        At this time prepaid return labels are not available, return shipping is non-refundable.
        Our returns address is: BLK 32 DEFU LANE 10 #03-22 SINGAPORE 539213.

    • What should I do if I receive a defective item?
      • A. For Singapore Orders, defective items can be exchanged at any DMK retail stores for your convenience, however, item(s) has to be in its original condition with original tags intact. Exchanged item has to be of equal value or higher than the original item. When exchanging items of a higher value, the difference in amount will be borne by the customer. For items of a lower value, no refund will be available for the difference in amount.Please note that items returned will be refunded via Online Store Credits or your original payment mode. Please allow 14 days after your return has been approved for your refund to be processed. All sale items cannot be exchanged in retail stores and online.

        B. For International Orders, If you were to accidentally receive a defective item, please contact our customer service for Return Request. Item returned must be in original condition, unworn with original tags intact. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Please note that items returned will be refunded via Online Store Credits only and, original shipping charges are non-refundable in any form. All sale items cannot be exchanged in retail stores and online.

        At this time prepaid return labels are not available, return shipping is strictly non-refundable.
        Our returns address is: BLK 32 DEFU LANE 10 #03-22 SINGAPORE 539213.

    • Can I request for an exchange?
      • We are unable to offer an exchange on returned items. All returned items will be refunded in the form of Online Store Credits or via original payment mode. If you need a different size or colour for the item, please place a new order. Refunds will be made based on invoiced value excluding shipping charges. Please contact our customer service for Exchange Request. Please allow 14 days after your return has been approved for your refund to be processed. 

        All sale item cannot be exchanged in retail stores and online.

    • I cannot find the answers to my questions, how do I reach Customer Service?
      • Please click here to contact our Customer Service Team.

  • Online Store Credits
    • What are Online Store Credit?
      • Online Store Credit can be treated as cash and can be used during payment to offset any purchase made at DMK.COM.SG. Online store credit is strictly non-transferrable. For purchase amount exceeding your available online store credit, the remaining balance can be paid by PayPal or Credit Card or an E-Gift Certificate. To view if you have any existing online store credit, Log in and click on Credit Balance under My Account.

        Online store credits are not redeemable or exchangeable for cash, and cannot be used in DMK’s retail stores.

    • How do I use my Online Store Credits?
      • Online store credit works similarly as other payment modes.
        1) During checkout, simply select payment by “online store credit”.
        2) Any available store credit will be reflected above the box.
        3) Key in the amount of credits that you would like to use for this order.
        4) If your order amount exceeds the amount of your online store credit, you can pay the balance by credit card /PayPal or an E-Gift Certificate.
        5) Otherwise, should you have any credits left after deducting order amount , you can continue to use them in your next purchase until the online store credit expire

    • When will the Online Store Credits expire?
      • All Online Store Credits are set to expire after 3 months from date of issue, and without any notification. Expired Store Credits are non-refundable and any extension of validity date is strictly not applicable.

    • I cannot find the answers to my questions, how do I reach Customer Service?
      • Please click here to contact our Customer Service Team

  • DMK Privilege Card Program (Singapore Orders)
  • DMK Privilege Card Program (International Orders)
  • Pricing On dmk.com.sg
    • Are the online store prices the same as those in DMK retail stores?
      • The prices reflected on DMK.COM.SG and any DMK retail stores in Singapore are the same. All prices displayed excludes shipping costs. In very rare cases, there might be price errors and DMK shall not be liable for any errors in the pricing of items purchased on DMK.COM.SG. If there are any price adjustments, our customer officer will contact you before proceeding with the order.

        Please note the prices on the website cannot be used as a benchmark to compare the prices at DMK retail store (Outside Singapore).

  • Gift Voucher & E-gift Voucher
    • What is the difference between Gift Voucher and E-Gift Voucher?
      • Gift Voucher are physical vouchers that are shipped to you or purchased in stores (SINGAPORE Only) and can be used in DMK retail stores in Singapore only.

        E-Gift Vouchers are virtual gift vouchers that are sent via email to the gift recipient and can only be used in DMK.COM.SG only. E-Gift voucher cannot be exchanged for cash and cannot be used in any DMK retail stores.

    • How do I check my E-Gift Voucher balance?
      • As soon as you login to your account with your email address and password, you will be directed to your account overview page, click on “E-GIFT VOUCHER” to view all your balance.

    • Where can I use my E-Gift Voucher?
      • E-Gift Voucher can only be used for purchases at DMK.COM.SG.