Customer Support for Didun Design
You can contact us for any reason. And we will appreciate every positive and likewise every negative feedback we get.
Need help? For instance a package lost in mail, a lost password or any other problem, please contact us at support.
Our Sales Team
Ms. Kin Lau has 7 years of experience in sales and is currently working for Didun Design and Haiqin Watch as Sales Manager
IF YOU HAVE AN ISSUE WITH A WATCH – MAKE SURE YOU BOUGHT IT FROM US. SO IF YOU BOUT IT FROM ANOTHER WEBSITE – THEN PLEASE CONTACT THEM!
For example if you bought your watch from Ebay, Amazon or some other website or store, you have to contact them. To clarify, we can ONLY help our own customers. Besides you can tell by the order number if you bought it from us (Example: #12345). So if you bought your watch from any other place than us, contact them. You are then clearly their customer and not our! Of Course, if you did buy from us, contact Customer Support asap!
You can pay with most credit cards like Mastercard, Visa, American Express, Discover, Maestro, Diners Club, Union Pay, JCB, Klarna, WeChat. However, if there is a missing paying option you would recommend for us to use, feel free to contact Customer Support. We will see what we can do.
According to the law of certain countries, Didun Design is required by law to collect sales tax. Likewise we are obligated to remit these to the relevant local tax authorities. The countries which we are required by law to collect states tax include (updating) :
- Australia (10% goods and services tax)
- Great Britain (20% sales tax)
- New Zealand (15% goods and services tax)
- Norway (25% sales tax)
- USA : (0-13% sales tax, depending on the state)
We will arrange shipping normally within 1-2 working days after your order. After that, a tracking code will be emailed to the customer, usually within 1-2 working days after shipping. In addition free Shipping is offered as default. But you can choose Express Shipping at the Checkout! Please contact Customer Support if you got any questions.
- $0 – Free Shipping Worldwide on all products directly from the factory in China. (Ap. 15 – 30 working days).
- $0 – Free Shipping Europe from our European warehouse will always be a priority if in stock. (Ap. 7 – 14 working days).
- Express Shipping Worldwide. (Ap. 7 – 14 working days).
Shipping time might be longer, especially for free shipping due to the Covid pandemic causing delays in custom and transport.
You will get an email with a tracking link within 2-4 days after your purchase. But if you have not received your tracking mail, please contact Support. In such case you may also want to check your spam folder. You can also log into My Account here and check as we also will add the tracking info to your account.
UNKNOWN: This message might be shown if tracking is added premature. If the status don’t change within a few days please contact us for support!
PRE TRANSIT: This message might be shown before a courier has picked up the package. If the status don’t change within a few days please contact us for support!
IN TRANSIT: This message is shown when a package has been picked up by a courier and is on it’s way to the customer.
OUT FOR DELIVERY: This message is given when a package has been given a delivery time and hand over. Most likely a door delivery.
DELIVERED: This message is given when a package has reached it’s final destination. It could be in the customers mail box or the local post office.
RETURN TO SENDER: This message might be given if a delivery went wrong or a package is not picked up.
- Newgisticks / Pitney Bowes (Global)
- Cainiao (Global)
- 4px (Global)
- 17Track (Global)
- FedEx (Global Express Shipping)
- DHL (Global Express Shipping)
- USPS (US customers only)
Tracking Options / Systems Explained:
Not all tracking codes will work with the same tracking systems. Example Cainiao and 4px will not work on 17Track and vice versa. USPS and Canada Post will only work inside their own territories.
- US Customers can use USPS to track their order once the package reaches the US border / Custom.
- Canadian customers can use Canada Post to track their order once the package reaches the Canadian border / Custom and has been handed over to and scanned by Canada Post.
- UK Customers may use Royal Male to track their order once the package reaches the UK border / Custom.
Custom & Import Duties:
Shipments may incur import taxes and/or custom duties, depending on destination country. However, this fee may vary depending on your order value, country limits, and other factors. So you as a customer are responsible for these fees and might have to pay them when you get the items. Therefore it might be a good idea to check out your own country’s laws about customs fee and import taxes. Contact Customer Support if you got any further questions.
Delivery can be done to most places in the world. But some products may be packaged and shipped separately without any extra freight cost for you. We can not guarantee delivery dates and accept no responsibility for products that are delivered after the estimated delivery date due to force majeure or acts of God. In other words, flat rate delivery times is only an average estimation. Of course some delivery can take longer, or alternatively be delivered much faster. Nevertheless we will still always try to make our customers happy. Please contact Customer Support if you got any questions.
We would be very grateful if you could leave us a five star positive feedback, because a good review will help the brand grow. Besides we need to know that we are doing a good enough job for our customers!
14 Days Return Policy:
We offer a 14 days return policy on all products purchased from our website: https://www.didun.design/, where you might return a product if you have changed your mind. The product must be unused and without any scratches, complete with all the package it came with, so it can be sold again to another customer. The customer pay for this return. As soon as the product is returned, we will give you a full refund. However there is no refund for the return cost for a change of hart. Contact Customer Support if you got any questions.
1 Year Warranty:
1 Year Warranty is offered on all products purchased from our website: https://www.didun.design/. Any refunds will be given once the product is returned to us. The customer pay for this return but a fully refund for the product(s) and the return cost will be given as soon as the product has returned.
Your purchase is protected if:
- The product was purchased from this website.
- The product is damaged, defective or the material is different from the advertising.
Your purchase is not protected:
- Not purchased from this website.
- If the product is opened or tampered with.
- By normal wear and tear, water damage, misuse or negligence.
A full or partial refund will be given if the product qualifies for a refund and is purchased from our website: https://www.didun.design/. Once we receive your returned item, we will start the refund process. This may take up to 10 business days to clear and even longer to appear on bank or credit card statements.
Reasons that qualify for a Refund (Product must be returned):
- The product is protected by our warranty.
- You have a change of hart and return the product within 14 days to us.
- The product is damaged, defective or the material is different from the advertising and other general quality issues.
- You did not receive your package within a reasonable time (Due to the COVID-19 pandemic that is now upped 8 weeks from the time of the purchase).
- Wrong delivery caused by our mistake or the courier.
- Return cost paid by the customer for all products that qualify for a refund.
Reasons that do NOT qualify for a Refund (No return accepted!):
- If the product is NOT protected by our Warranty.
- If the product is opened or tampered with.
- Normal wear and tear, water damage, misuse or negligence.
- The product was not delivered due to customer error, such as wrong address.
- Shipments that go unclaimed and are returned to sender.
- Color Difference (some is to be expected)
- Wrong Size
- General Dislike
We accept returns for all products that qualify for a refund or when a customer has a change of hart within 14 days after the purchase.
Returns Paid by the Supplier (us):
- All reasons that qualify for a refund. Exception: A change of hart.
Returns Paid by the customer:
- A change of hart.
Do not return a package based on the sender address you may find on the package. Sometimes a package can be opened by customs and given a new and wrong sender address!
All Returns Must Include:
- The product it self.
- The box and all the package it came with (unless we tell you other vice).
- A copy of the Invoice with order number and your address.
- And we also need a copy of the tracking number!
- Package Value most not exceed $10 !!
Why do we need a damaged product returned to us?
- Evidence that there is something wrong with the product. (Though we may accept pictures and videos too in case the product is damaged beyond repair).
- The product still has value and can be disassembled and used for parts.
- We also have a warranty on the parts we use in our products and would of course like a refund on damaged parts too. This could be such as defect movements etc.