FAQs

PLACING AN ORDER

How do I place an order?

Placing an order with DIZAIND is easy. You can shop by choosing any bag from our collection, modify your chosen bag or design your own unique bag using our 3D design tool:

  • To design you own bag, go to the DESIGN YOUR OWN BAG page and click on the bag model you'd like to design. You will be directed to the 3D design page where you choose a style, straps, handles, accessories and materials for your bag. Once you've finished your design, click on the ADD TO CART button. 
  • You can select any bag from the DIZAIND collection on the COLLECTIONS page. Once you have found the bag you like, click on the item to view more details on the product page. You can modify the chosen bag by clicking the EDIT button at the top right of the bag’s picture or add it to your shopping bag by clicking on ADD TO CART.
Once your bag's added to the cart, click on the shopping bag icon at the top left-hand side of the screen, press CHECKOUT and follow the instructions to complete your order.

Do I need to create a DIZAIND account to place an order?

You do not need to create an account to make a purchase. However, we recommend that you set up a DIZAIND account to enjoy the benefits of managing your account which includes:

  • Tracking your orders status and reviewing past purchases
  • Organizing your payment and address details, so you can shop even quicker next time
  • Gaining access to your own personal Wish List
  • Saving your designs to complete it at a later stage
  • Sharing your designs on social media

Can I order over the phone?

Sorry, but currently we do not accept orders by telephone.

How will I know when my order is confirmed?

After you place your order, you will receive an e-mail confirming that we have your order. This does not mean that your order has been accepted. Once your payment details have been approved, the receiving address has been verified, and the materials for your bag have been located, your order will be confirmed and you will receive an "Your order has been confirmed" e-mail. The order confirmation may take 1-2 working days.

Please keep an eye out for any e-mails from us once your order has been placed, as we may contact you to verify some details. Alternatively, you can track your order status in your account at DIZAIND.

Am I able to cancel or make changes to my order once I have placed it?

Before your order has been confirmed, you can cancel or edit your billing and shipping details. Please contact our customer care team by emailing customercare@dizaindbags.com for assistance.

However, we are unable to combine orders, edit your bag design or add pieces to an existing order once it has been placed.

Once your order has been confirmed, due to the bespoke nature of our service, unfortunately it cannot be canceled.

Can I amend my delivery address once the order has been placed?

Before your purchases have been prepared for dispatch, we may be able to amend your shipping details. Please note that your order may experience a delay to its dispatch time while we check your new address.

Can I add an item to an existing order?

We are unable to add an item to an order or combine two orders together in the same shipment. You will be required to place a new order with all the items you wish to purchase.

How can I purchase a gift certificate?

You can buy a DIZAIND gift certificates by following these simple steps:

  • Select GIFTS from the top navigation menu.
  • Please choose the currency at the top left-hand side of the screen in which you would like your gift certificates to be issued. The gift certificate can be issued in United State Dollars (USD), Euros (EUR), British Pounds (GBP) or Swiss Francs (CHF).
  • In the GIFTS page enter the recipient’s email, your name, include a personal message and select gift amount. Once you have finished add it to your shopping bag by clicking on ADD TO CART button.

A digital gift certificate will be emailed as a PDF attachement to the recipient as soon as we have processed your order and taken payment. If you would prefer to print or forward the gift certificate yourself, please enter your e-mail as the recipient's e-mail.

A delivery notification will be e-mailed to you for your reference.

To purchase multiple gift certificates and have them emailed to different addresses, you will need to repeat the purchasing process for each address.

How do I use my gift certificate?

You can enter your gift certificate code directly into your order at checkout. Simply enter the reference number into the box called "Enter a gift certificate code", click on the SUBMIT button and your gift certificate amount will be automatically credited against your order. 

For further assistance placing an order using DIZAIND gift certificates, please contact our Customer Care team by e-mailing customercare@dizaindbags.com.

What happens if my bag costs more than my gift certificate amount?

If the total cost of your order is more than the value of your gift certificate, you will be able to pay the remainder of the cost with PayPal or Credit Card.

What happens if my bag costs less than my gift certificate amount?

Unfortunately, it's not possible to carry forward unused value of your gift certificate to your next order. Please make sure the total cost of your order is matching or is more than the value of your gift certificate.

If you are not sure about which gift amount to choose, we suggest that you buy a multiple gift certificates with lower amounts to make sure it will not exceed the value of the purchases.

For further assistance placing an order using DIZAIND gift certificates, please contact the Customer Care team by emailing customercare@dizaindbags.com.

Does my gift certificate expire?

Your gift certificate expires at midnight one calendar year after the date of purchase.

Can I order samples of materials?

Yes. You can create and purchase your pallet of leather samples to get a better idea of colors before you order your new bag.

Simply visit our SAMPLES page to browse through our leather collection and view more detail on each material and color.

PAYMENT

Which currencies can I pay in?

You can pay in United States Dollars (USD), Euros (EUR), British Pounds (GBP) or Swiss Francs (CHF). To change the currency, select the currency link at the top left-hand side of the screen.

What payment methods do DIZAIND accept?

We accept Visa and MasterCard credit cards. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to “Log In” and review the amount shown before clicking “Pay Now”. Once this transaction is complete, you will then return to DIZAIND site. 

Please note, payment is only debited from your card at the time your order is confirmed.

Are my card details secure when making a payment on your site?

All transactions on DIZAIND are processed using Secure Socket Layer (SSL) technology. This technology encrypts your card details and stops anyone else accessing them. SSL is recognized as a secure method of online payment.

To give you even more confidence in shopping online with DIZAIND, we have introduced 3-D Secure technology. 3-D Secure is a technology provided by the credit card companies to increase the security of credit card payments on the Internet. Visa calls this method "Verified by Visa" while MasterCard uses the name "MasterCard SecureCode". This service protects your existing credit cards account from unauthorized use when you shop with us. To use this service, you must first register with the bank or other organization that issued your card. Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase. This means that even if someone knows your debit card number, they will be unable to complete a purchase without your private password. Please note: Your “MasterCard SecureCode” or “Verified by Visa” password is not your DIZAIND account password. We do not have access to your “MasterCard SecureCode” or “Verified by Visa” password.

Your credit card information is not stored for security reasons. You have to re-enter it with each new purchase.

When do I pay for my order?

Given the bespoke nature of our service, you shall pay in full at the time your order is confirmed. Your Visa, MasterCard or PayPal account will be charged accordingly.

DELIVERY

What are your delivery times?

Each of our bags is individually handcrafted from the highest quality materials, which are specially ordered for your bag design. It takes approximately 4 weeks to handcraft, carefully package and deliver to your door.

Leather Stickers are delivered within 3-5 business days.

DIZAIND ships all bags via FedEx. We will e-mail you your shipping tracking number once your item is shipped.

Which countries do you deliver to?

Currently DIZAIND delivers to 30 countries:

  • Australia
  • Austria
  • Belgium
  • Canada
  • China
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Hong Kong
  • Hungary
  • Ireland
  • Italy
  • Japan
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Norway
  • Poland
  • Singapore
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • United Kingdom
  • United States

Please ensure you are shopping from the correct country by selecting your country from the list of our shipping destinations at the top left of the website.

Click here to view our Delivery Terms.

Will I need to pay additional duties or taxes on my purchase?

We deliver to all our shipping destinations on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

Taxes and duties are calculated according to your shipping destination. To ensure that the most accurate pricing, taxes and delivery costs are applied, please select your country from the list of our shipping destinations at the top left of the website.

Click here to view our Delivery Terms.

How much is the shipping charge?

We offer FREE SHIPPING on all orders.

Do you deliver to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

Do you deliver to PO boxes?

Due to shipping restrictions we are unable to ship to post office boxes. We recommend you provide a suitable shipping address where we can obtain a signature on delivery. This address should be your billing or corporate work address.

Can I change my delivery address once my order has been dispatched?

Once your order has been shipped we are unable to redirect it. Please ensure there will be someone available to sign for your parcel.

How can I track my order?

DIZAIND ships all bags via FedEx. As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. You may use this number to track your order online at www.fedex.com. 

Which packaging will my order be delivered in?

Your bag will be placed inside a cotton dust bag to protect it when not in use and carefully packaged in its original DIZAIND box.

RETURNS & EXCHANGES

How do I return or exchange my product?

It would be sad if your bag or leather sticker is not perfect for you, but we are happy to refund you within 30 calendar days of your purchase upon receipt of your returned item.

Simply contact our customer care team by e-mail customercare@dizaindbags.com and let us know that you would like to return your item and why. We will get in touch with information on how to return it and other next steps.

Items should be returned new, unused and with all tags still attached, and in their original, undamaged packing as this is considered part of the product.

Click here to view our full Returns & Refunds Policy.

Will I be refunded the full value of my order?

Yes. You will be responsible for paying shipping costs, tax and duties (where applicable) to ship or return your product to us. Shipping costs, tax and duties for returning the product are non-refundable.

Please note, refunds may take up to 10 working days to appear in your account depending on your card issuer. We will email you when your refund has been processed.

Can I return a faulty item?

Your product will be considered faulty if you receive it damaged, or a manufacturing fault occurs within 365 days of purchase. Products damaged as a result of wear and tear are not considered to be faulty.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it's fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed. Alternatively, we would love to replace it with a new product in the same design.

OUR PRODUCTS & MATERIALS

How are your bags made?

All our bags are handmade by our skilled artisans, starting from selecting the highest quality genuine leather materials, cutting to your design specification, to embossing the DIZAIND logo in leather or metal plate.

Each of the bag is carefully inspected, placed inside a dust bag so you can protect it when not in use, and carefully packaged in its original DIZAIND box.

What material options do you have?

We have a wide variety of the highest quality leathers including soft Nappa Leather and Full Grain Leather. With 34 colors available, you will be able to mix these colors to obtain a perfect color combination for your bag design.

For your bag’s lining, you can choose from Suede Leather or Canvas Fabric.

Our metal hardware is available in a silver and pale-gold color.

Visit our SAMPLES page to browse through our leather collection and find more details on each material and color.

You can create and purchase your own pallet of leather samples to get a better idea of colors before you order your new bag.

Can I monogram my DIZAIND bag?

We are thrilled to offer monogramming for all DIZAIND bags. Monogramming is a great way to make a bag uniquely yours, or to make a gift extra special.

Maximum length of the monogram is up to 11 letters, numbers, roman numerals, spaces and/or dots. If you need to have special symbols on your bag, let us know and we will try to accommodate you if possible.

You can choose a placement of the monogram on the body of the bag. The monogram can be placed in addition to / or instead of DIZAIND logo.

Simply send us an email to customercare@dizaindbags.com with your monogram details and placement requirements. We will be happy to assist you to find the best option for your monogram.

Bags personalized with monogram are final sale and cannot be returned or exchanged.

The monogrammed item remains under our one year warranty, but we do not offer a warranty for the actual monogram.

Can I customize a strap size?

Absolutely. Most of our straps are adjustable to create a desired strap drop length. Please check Size and Fit details on our BAG GALLERY page.

However, if you have special requirements for the strap length, just drop us an email to customercare@dizaindbags.com with the strap size you need. We will custom-make it for you.

Free of charge, then it is bought with DIZAIND bag.

Does the color of a material in your 3D tool match the one of a real product?

We have tried to reflect colors in our 3D tool as closely as possible to ones of the real materials. However, it can be very tricky to establish a 100% color match online. Colors will show up on different devices in different ways, and this is heavily dependent on the varied color and light elements of your screen.

We would suggest purchasing some leather samples on our website if you want to get a better idea of colors before you order your new bag.

Click here to visit our SAMPLES page to create and purchase your own pallet of leather samples.

Can I share my bag designs on social media?

Of course, just set up a DIZAIND account to enjoy the benefits of sharing your bag creations with friends and colleagues.

With a DIZAIND account you can add bags from the Gallery page to your personal Wish List or save your designs directly from the 3D tool. In the MY BAGS section of your account you can share your bags with your friends using popular social networking sites, including Facebook, Pinterest and Twitter.

Click here to create your account at DIZAIND.

WEBSITE

Is this website safe?

To help ensure that your shopping experience is safe, simple and secure DIZAIND uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the Internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. 
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with "https:" instead of the normal "http:". This means that you are in secure mode. This ensures that your information is kept private while in transit between your web browser and our web server.

Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties for purposes of facilitating the completion of purchases and where they abide by applicable data protection legislation.

To register with DIZAIND you are required to let us know your name and email address. To place an order, we will require your billing address, delivery address, telephone number. If necessary these details may be used to verify your order.

Click here to view our full Privacy Policy.

The website is not displaying properly

If you think the website is not working properly, just contact our customer care team by e-mail customercare@dizaindbags.com and let us know in as much detail as you can about what is going wrong. We will do whatever we can to fix the problem as quickly as possible.

We have found that the older versions of internet browsers are not able to load our 3D design tool properly. If you can update to the latest version of Internet Explorer, or download Google Chrome or Firefox it should hopefully help solve this problem.

I have forgotten my password!

To get your new password, simply go to the SIGN IN page and click on “Forgot your password?” then follow the instructions.

Please note, for security reasons we are unable to send your old password via email.

How do I unsubscribe from your newsletter?

We are sorry to hear that you have decided to unsubscribe from our News Letter, but we completely understand it. Please follow these steps:

  • Sign in to your account at DIZAINDBAGS and go to NEWSLETTER SETTINGS
  • Set the menu “Subscribe to the newsletter” to NO and click SAVE button

If you have any questions about anything, the Customer Care team is always available to help.