часто задаваемые вопросы couture

БЕЗОПАСНОСТЬ И КОНФИДЕНЦИАЛЬНОСТЬ

КАКОЙ ПОЛИТИКИ ПРИДЕРЖИВАЕТСЯ ДОМ DIOR В ВОПРОСАХ КОНФИДЕНЦИАЛЬНОСТИ ДАННЫХ?

Мы уделяем особое внимание обработке, конфиденциальности и безопасности Ваших персональных данных.

Мы стремимся предоставлять Вам персонализированные услуги, уважая при этом Вашу частную жизнь и Ваш личный выбор в соответствии с действующим законодательством в сфере личных данных, в частности c Общим регламентом по защите данных (GDPR).

С политикой защиты частной жизни, применяемой компанией "Кристиан Диор Кутюр", Вы можете ознакомиться в разделе "Положение о конфиденциальности".

С целью обеспечения идентичного персонализированного обслуживания во всех странах мира, доступ к Вашим данным может быть предоставлен другим структурам компании "Кристиан Диор Кутюр" во Франции или за ее пределами, в том числе в странах, где законодательство в сфере персональных данных отличается от соответствующего законодательства Вашей страны или Европейского Союза, например, для просмотра истории Ваших покупок из другого бутика. Ваши персональные данные также могут обрабатываться в указанных целях нашими надежными сторонними поставщиками от нашего имени. Мы принимаем все необходимые меры – договорные, технические и организационные – для обеспечения защиты и конфиденциальности Ваших данных и предотвращения их искажения, повреждения, уничтожения или получения к ним несанкционированного доступа третьими лицами.

Мы считаем важным обеспечить Вам возможность контролировать свои персональные данные. В соответствии с GDPR Вы имеете право на получение доступа к таким данным, их исправление и удаление по соответствующей просьбе. Вы также можете, при наличии законных оснований, полностью или частично воспрепятствовать обработке персональных данных или, где применимо, добиться ограничения их мобильности. Кроме того, Вы можете отказаться от получения рассылаемой нами персонализированной информации о наших товарах и услугах.

Свяжитесь c отделом обслуживания клиентов Dior, если у Вас возникнут вопросы о способах обработки и использования Ваших данных или если Вы пожелаете воспользоваться одним из описанных выше прав. Вы также можете обратиться к нашему уполномоченному по вопросам защиты данных по следующему адресу: privacy@christiandior.com.

УЗНАТЬ НОВОСТИ DIOR

КАКИМ ОБРАЗОМ Я МОГУ УЗНАВАТЬ О НОВОСТЯХ ДОМА DIOR?

Подписка на новостную рассылку Dior позволит Вам в числе первых узнавать о новых товарах, событиях и новостях из жизни Дома Dior. 

КАК ПОДПИСАТЬСЯ / ОТМЕНИТЬ ПОДПИСКУ НА НОВОСТНУЮ РАССЫЛКУ DIOR?

Чтобы оформить подписку на нашу новостную рассылку, выберите раздел «Новостная рассылка» и заполните регистрационную форму.

Для того, чтобы отменить подписку на нашу новостную рассылку, перейдите по ссылке, присутствующей в конце каждого сообщения новостной рассылки Dior.

Вы также можете обратиться в Отдел обслуживания клиентов Dior. Наши Консультанты будут рады проконсультировать Вас по всем вопросам, касающимся новостной рассылки.

DIOR FASHION SHOWS

HOW CAN I ATTEND A DIOR FASHION SHOW?

Dior does not sell tickets to the fashion shows.  Guests invited to our fashion shows are selected by our press relations department located at our Paris headquarters. 
However, you can view our fashion shows by going to the "Women" section and/or the “Men” section on the Dior.com website.

HOW CAN I WATCH A DIOR FASHION SHOW?

You can view Dior fashion shows by going to the Dior.com website, and clicking on "Women's Fashion" or "Men's Fashion". You will find our Haute Couture fashion shows as well as "ready-to-wear" and the silhouettes from the catwalks.

DIOR PRODUCTS

CAN I PURCHASE DIOR PRODUCTS ON THE ONLINE BOUTIQUE?

A product is available for online purchase whenever the word “Order” appears. You can also contact the Client Service Center where our Client Advisors can assist you with your purchases and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A DIOR BOUTIQUE?

Dior products are sold in more than 220 Dior boutiques around the world.

You can find the list of our Dior boutiques at Dior.com by clicking on "Boutiques".

HOW CAN I FIND OUT IF A PRODUCT IS AVAILABLE ON DIOR.COM?

Some of our Dior items are available for purchase on the Dior.com website. In order to check the availability of an item, choose the article that interests you on our website and click on it. This will result in one of two things:
If the "order" button appears, this means that you can order it online. Please be aware that only the available sizes will be displayed.
It is, however, possible that the item you are looking for is not available for online purchase, in which case it will be marked "only available in boutiques".

You can also contact the Client Service Center, where our Client Advisors will be delighted to assist you with your purchases and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A PRODUCT ON DIOR.COM?

The products on the website are organized by categories and by product line.
Please use the search engine, indicated by a magnifying glass, and enter the key words. All the products with a relevant match to your search will be presented.

If you have seen a Dior product in the press (magazine, TV ad, social media, etc.) that is of interest to you and you cannot find it on our website, please contact our Client Service Center. Our Client Advisors will provide you with information on the product features and availability in boutiques.

HOW CAN I FIND OUT THE PRICE OF A DIOR PRODUCT THAT IS NOT ON THE WEBSITE?

We invite you to visit one of our Dior boutiques to discover our selection of items and prices. We will be happy to show you our collections. You can find the list of our Dior boutiques at Dior.com by clicking on “Boutiques”.

Our Client Advisors are also available to help you.

YOUR ACCOUNT

HOW CAN I CREATE AN ACCOUNT?

You can create your Dior customer account by clicking on the "Your Account" section located in the menu at the top of our website. Then click on "Create an Account" and fill in the obligatory information marked with an asterisk. Finally, click on "Validate". You will be sent a confirmation email to the address provided when creating your account.If you require assistance or further information, please contact our Client Service Center.

WHAT ARE THE ADVANTAGES OF CREATING AN ACCOUNT?

Creating an account on www.dior.com enables you to be identified quickly by Dior when you make online purchases.
You can also:
- consult your order history
- track the delivery of your orders
- exchange or return products
- update your contact information

For your security, Dior.com does not save your credit card information and will not under any circumstances share your personal data with any third parties.

CAN I MAKE CHANGES OR CANCEL MY ACCOUNT ON DIOR.COM?

You can modify the information on your Dior account by clicking on "Your account". Enter your user ID and your password and, once you are logged in, click on "My profile" to change or delete information.
If you want to delete your account, please contact our Client Service Center where a Client Advisor will assist you with the steps to follow.

HOW CAN I FIND MY ACCOUNT PASSWORD?

If you forget your password, click on "Your account" and then on "Forgot my password". An email will be sent to you to reset your password.

YOUR ORDER

HOW CAN I PLACE AN ONLINE ORDER?

Some of our Dior products are available for purchase on our website.
To place an order, add a product to your basket by clicking “Order” on the selected product page. Please also select the size and quantity you want to order, if required. Once you have selected your items, complete your order by clicking on “My basket” and then “Complete the order”.

You can then modify or validate your basket and select your delivery method before making your payment.
You will be asked to complete your delivery and billing address by selecting one of the following three options:

- log on to your Dior account if you already have one
- create a Dior account if you are ordering for the first time on Dior.com
- continue as a guest; this option enables you to place an order without creating an account, but your order history will not be saved.

Select your method of payment and fill in the information to complete your order.
Within a few minutes, you will receive an email confirming your order. When your order is shipped, you will receive a second email with a tracking number so that you can track your package's shipping.
For further information, do not hesitate to contact the Client Service Center.

HOW CAN I GET HELP WITH PLACING MY ORDER?

Our Client Advisors are available to help you with your order.

You can contact them from Monday to Friday from 10 am to 8 pm and Saturday from 10 am to 6 pm by calling +44 (0)20 7172 01 72 or by email at: contactdioreu@dior.com

Please refer to our page "Dior and you" to obtain all our contact information.

CAN I CANCEL OR CHANGE MY ORDER?

If you wish to modify or cancel your order, please contact the Client Service Center – our Client Advisors will be very happy to assist you with your request.

HOW CAN I ACCESS MY ORDER HISTORY?

If you have created a Dior customer account, you can view your order history. Log in to your account and click on "My orders".

If you have placed an order as a guest, please contact the Client Service Center to get this information.

HOW IS MY ORDER PREPARED?

After you have validated your order, it will be prepared within 24 hours.
To provide you with a unique experience, we pay particular attention to the preparation of your order.
Each order is prepared in a Dior workshop, and individually packaged in its presentation case, tied with a silk ribbon. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping.
Warranties, authentication certificates and a return voucher will be included with your order.

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

For all orders placed on our Dior.com website via your Dior account, you will receive an order confirmation and receipt by email. Your receipt will also be sent along with your package to the billing address you provided. You can also get a hard copy of your receipt from your customer account on the Dior.com website by visiting the "My Orders" section then clicking on the receipt you wish to print.

If you placed your order as a guest, your receipt will be sent together with your order to the delivery address you provided. Should you wish to obtain a duplicate receipt, please contact the Client Service Center.

WHAT ARE THE GUIDELINES FOR A CUSTOMIZED ABCDIOR ORDER?

Certain Dior items are eligible for the ABCDior customization service.
To customize the product, please tell us the name or the initials to appear on the item.
Every order will be verified by a reviewer so as to confirm the customization request, according to the following guidelines:
-Uppercase letters in the Roman alphabet only
-Only first names or initials are allowed
-Nicknames, acronyms, company names, insults, and brand names are not allowed

Once your request has been verified, you will receive a confirmation email.
In the case of a denied request, your order will be canceled and a Christian Dior representative will contact you so as to assist in the confirmation of a new order.
Please remember that customized products cannot be returned or exchanged.

I WOULD LIKE TO GIVE A DIOR GIFT

WILL MY ORDER BE SENT IN A GIFT-WRAPPED PACKAGE?

To provide you with a unique experience, we pay particular attention to the preparation of your order.
Each order is prepared in a Dior workshop, and individually packaged in its presentation case, tied with a silk ribbon. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping.

CAN I SEND A PERSONAL MESSAGE ALONG WITH MY ORDER?

Before validating your order, you will be able to write a personalized message that will be printed and included with your order. The message will be printed on a card and inserted into a Christian Dior envelope.

WILL THE PRICE OF THE ORDER APPEAR?

If you place an order via your customer account on the Dior.com website, the receipt will be sent directly to you electronically at the email address registered to your account.
Price tags will be removed from the items you order.

CAN THE RECEIVER EXCHANGE THE GIFT?

If the recipient of your gift wishes to exchange the item, they should contact the Client Service Center – our Client Advisors will be delighted to guide them through the process.

Explore our selection of gifts from Women’s Fashion, Men’s Fashion, Maison and Newborn.

YOUR PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED ON THE DIOR.COM WEBSITE?

Payment for purchases on Dior.com can be made by CB, Visa©, Eurocard©, MasterCard©, American Express© or Apple Pay©. 

Payment for purchases can also be made by Paypal (except for phone orders) or by payment link, only by contacting our Client Service Center.

You can also refer to our General Terms and Conditions of Sale for further information.

IS AN ONLINE PURCHASE ON DIOR.COM SECURE?

All transactions done on the Dior.com website are extremely secure. An SSL encryption system is in place to protect personal data and payment information. In addition, Dior makes a commitment to you not to save any credit card information.
Finally, we reinforce the security of payments by means of a 3D Secure system for Visa©, Eurocard©, Mastercard© and American Express© credit cards that are equipped with this system. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction.

Each bank has its own authentication. For any question regarding your 3D Secure code, please contact your bank directly.

In case of doubt, you can place your order by phone with our Client Service Center from Monday to Friday from 10 am to 8 pm and Saturday from 10 am to 6 pm by calling +44 (0)20 7172 01 72.

WHEN WILL MY PAYMENT BE DEBITED FROM MY ACCOUNT?

Your bank account will be debited as soon as your parcel is shipped. You will then receive an email from us confirming the shipment and its tracking number.

YOUR DELIVERY

HAS MY ORDER BEEN SENT?

If you placed your order via your Dior customer account, log in to your account then click on "my orders". You will then be able to consult the status of your order:

In preparation: the order has been validated and is being prepared.

Completed: the order has been shipped to the delivery address that you provided when you placed your order online. You can track your order using the tracking number at the following address: http://www.ups.com

Pending: payment for the order has not been finalized. A Client Advisor will contact you as soon as possible to assist you with your order.

Cancelled: the order has been canceled by you or due to lack of availability of the product. It is also possible that payment of your order has not been validated.

If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

If you placed your order via your Dior customer account, you can follow the progress of your order by logging in to your account then clicking on "my orders". Then click on the tracking number to track your order.

This same tracking number was also sent to you with your shipping confirmation email; enter it on the courier website to track your order.

If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW LONG DOES DELIVERY TAKE?

Your items can be delivered to your home address or to the address that you provided when placing your order on the Dior.com website. Your items will be delivered as soon as payment for your order has been registered, within 5 business days for standard deliveries and 2 business days for express deliveries. Should any items be unavailable, the delivery times may be modified. For more information, please refer to our general terms and conditions of sale and/or contact our Client Service Center.

I PLACED AN ORDER BUT I HAVE NOT RECEIVED MY PACKAGE. WHAT CAN I DO?

If you placed your order via your Dior customer account, log in to your account then click on "my orders". You will then be able to follow the status of your order.
If you placed your order as a guest, please track the progress of your delivery using the tracking number provided in the order confirmation email at the following address: http://www.ups.com.

If you do not receive your package within 5 business days, please contact the UPS Customer Service.

RETURNS AND EXCHANGES PROCEDURE

CAN I RETURN A PRODUCT FROM AN ONLINE ORDER FOR AN EXCHANGE OR A REFUND?

You can return any order to us within 30 days of receiving it.

When returning a product, put the unused item(s) back in the original packaging, along with any accompanying accessories and documents (instructions, guarantees, certificates of authenticity) and the delivery slip. We advise you to take all necessary precautions to ensure that your product is protected. 

All shoes must be tried on a soft, clean and dry carpeted area in order to avoid any damage to the soles. Failure to do so may result in non-acceptance of your return or exchange.

Any item not returned or returned incomplete, spoiled, broken, damaged, soiled or in any other condition that would reasonably suggest that it has been used or worn, will not be refunded or exchanged. With regard to footwear, the sole must also be intact; for that reason, we strongly recommended trying on Christian Dior shoes on a carpet or rug-type surface.

Similarly, personalised items produced according to and/or at the request of the customer, or products that have been altered, as well as sealed items (swimwear, etc.) that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection cannot be exchanged.

An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions. In order to return it, you will have to contact the Client Service Center for a prepaid UPS voucher.

Regarding bags with MyABCDior badges, by returning a bag on its own, without the badges purchased at the same time, the discount you received on these badges that was linked to the purchase of this bag will be rendered invalid. The amount you originally saved will therefore be deducted from your refund. Please contact Client Service Center with any questions.

HOW DO I RETURN A PRODUCT ORDERED ONLINE?

The means and costs of returning your order are offered free of charge by Dior, subject to a limit of one return per order.

To return items purchased online, simply pick one of the following options:

1. Inform Christian Dior Couture of your wish to make a return via your account on the Website, in which case Christian Dior Couture will acknowledge receipt of your cancellation by email.

In the "My Orders" section, click on "Request a Return".

Select the item(s) you wish to return and indicate whether you require an exchange or a refund.

For an exchange, please enter the new size or colour in the space provided.

Refunds will be made via the same method of payment used for the purchase and within 14 days of receiving the product(s), subject to your return being accepted.

2. Call Customer Services and inform them of your wish to exercise your right of return and arrange an appointment (date, time slot and location) for UPS to pick up the Item(s).

3. Return your Item(s) to a UPS drop-off point directly (https://www.ups.com/dropoff/) using the prepaid return label included in the parcel.

If you placed your order as a guest, you can return or exchange it via the Delivery and Returns page.

Simply enter your order number and email address on this page to access your order history and submit a request for an exchange or a refund. 

WHAT DO I NEED TO DO IF MY PRODUCT IS DAMAGED OR IF IT IS NOT THE PRODUCT I ORDERED?

If one of your products is damaged or the items delivered do not correspond to your order, please contact our Client Service Center.

CLICK & COLLECT

CAN I RECEIVE A DELIVERY IN-STORE?

Certain boutiques offer a click-and-collect pick-up service for items ordered online. This delivery option will be offered upon confirmation of your order if the items in your basket are eligible and if at least one boutique offers this service in your country of delivery.

This delivery service is free.

HOW DO I PICK UP MY CLICK-AND-COLLECT ORDER?

You will receive an email as soon as your order is ready for pick-up (within two to five business days).

Upon receipt, please come to the boutique along with the email that you received and a valid form of identification.

CAN SOMEONE ELSE PICK UP MY ORDER?

If you cannot collect your order yourself, you can entrust its pick-up to a third party.

To do this, you can download a delegation of authority form in My Account > My Orders.

The authorized pick-up party must bring to the store:
– the delegation of authority form, printed and signed;
– your piece of identification;
– the order's in-store availability confirmation email; and
– the pick-up party's own piece of identification.

CARE SERVICE

HOW CAN I DEPOSIT MY ITEM TO DIOR’S CARE SERVICE?

For any repairs, you can deposit your Dior items in after-sale services (care services) in our boutiques. They will be systematically appraised by our workshops. You will then be offered a quote and a repair time.

The terms and conditions of use of the care services are available [here].

КАТЕГОРИИ ИЗДЕЛИЙ DIOR

ГДЕ ПРОИЗВОДЯТСЯ ИЗДЕЛИЯ ДОМА DIOR?

Дом Dior крайне ответственно подходит к созданию своих изделий. Их производство отвечает требованиям действующего французского и европейского законодательства.

Коллекции кожаных изделий Dior сделаны в Европе. Все изделия из кожи Dior изготавливаются исключительно в Италии. Наши коллекции обуви и prêt-à-porter производятся во Франции и Италии. Часы Dior производятся исключительно в наших мастерских в Швейцарии. Все модели коллекций Haute Couture и ювелирных изделий создаются исключительно в наших парижских мастерских. Производство солнцезащитных очков и платков Dior доверено итальянским мастерам. Наконец, джинсы Dior изготавливаются в Японии.

Дом Dior приобрел многочисленные небольшие мастерские, такие как кожевенные мастерские во Флоренции (Италия) и часовые мастерские в Швейцарии, чтобы сберечь ремесленные традиции. На всех этих производствах применение самых благородных материалов и скрупулезность мастеров на каждом этапе работы позволяют сохранять и приумножать великое наследие Дома Dior, в котором объединены элегантность и совершенство.

КАК ПОЧИНИТЬ ИЗДЕЛИЕ DIOR?

Дом Dior предлагает своим клиентам целый ряд услуг по ремонту изделий, приобретенных в бутике или на сайте Dior.com.

Если Вам необходимо сдать изделие Dior в ремонт, мы приглашаем Вас сделать это в одном из бутиков Dior. Найти ближайший бутик можно в разделе "Бутики" на сайте Dior.com. Наши продавцы-консультанты с удовольствием помогут Вам и ответят на Ваши вопросы. 

Для получения более подробной информации Вы можете ознакомиться с нашими общими условиями продажи.

Если поблизости от Вас нет бутика Dior или Вы не можете его посетить, свяжитесь с нашим отделом обслуживания клиентов. Наши амбассадоры Dior проконсультируют Вас в данной ситуации.

В целях гарантии качества ремонт изделий Dior осуществляется только специалистами наших мастерских.

КАК СВЯЗАТЬСЯ С ДОМОМ DIOR?

The Client Advisors at Dior Client Service Center will be delighted to provide you with personalized advice and answer to your questions from Monday to Friday from 10am - 9pm (CET) and from Saturday to Sunday from 11am - 7pm (CET) by calling +33 (0)1 40 73 53 55 or by email at: contactdioreu@dior.com

We also invite you to refer to our contact page to obtain all our contact information.

НА КАКОЙ АДРЕС Я МОГУ ОТПРАВИТЬ ПИСЬМО ДЛЯ ДОМА DIOR?

Вы можете написать на наш адрес:

Christian Dior Couture
Client Service Center
27 rue Jean Goujon
75008 PARIS
FRANCE
 

Вся контактная информация представлена на странице "Dior и Вы".

DO I HAVE TO BOOK AN APPOINTMENT BEFORE VISTING A DIOR STORE?

Absolutely not, you are more than welcome to visit our Stores. You can find directly our stores via the « Store Locator ». However, by booking an appointment with one of our Sales Associates, you will benefit from a personalized shopping service, without interruption.

Please be aware that the amount of stock in our boutiques changes frequently, therefore we cannot guarantee items availability even if you have booked an appointment. Indeed, if you want to reserve a product in boutique, please see the section “E-RESERVATION”.

IN WHICH DIOR STORES CAN I BOOK A PRIVATE APPOINTMENT?

You can select one of the Stores listed on the page « Store Locator » or from the dropdown list available on the booking window section via the « Contact page » .

HOW CAN I BOOK AN APPOINTMENT?

You can book your appointment by clicking on the button « Book your Appointment » display on the « Contact page » or directly by clicking on book an appointment icon on a store selected by you on the store sheet via the page « Store Locator » .

For your store appointment request, you will be pleased to select on the appointment form, a store and a service. You can choose a date and timeslot which is suitable for you.

You will need to fill in the form with your name, surname, telephone number, email address and the purpose of your appointment (for example, Discover our collections and new arrivals).

HOW AND WHEN WILL MY APPOINTMENT BE CONFIRMED BY THE STORE?

Once your appointment request has been received by your selected Store, we will send you an email confirming the receipt of your request.

You will then receive a confirmation email once your appointment has been confirmed by the Store and a Sales Associate has been assigned for you.

A reminder of your appointment will be sent to you before the scheduled date, by email (and by SMS if you have selected this preference of contact).

HOW CAN I MODIFY OR CANCEL MY APPOINTMENT?

You can modify or cancel your appointment, via the link communicated in your confirmation email or in your reminder email.

Our Client Advisors are also available to help you from Monday to Friday from 10 am to 8 pm and Saturday from 10 am to 6 pm by calling +44 (0)20 7172 01 72 or by email at: contactdioreu@dior.com. 

HOW ARE MY DATA MANAGED?

Your personal data are handled in accordance with Dior’s privacy policy.