FAQ


Ordering online

  1. What do I do if I have forgotten my password?
  2. How will I know if you received my order?
  3. Do I need to set up an account to order something online?
  4. How do I cancel my order?
  5. I've added the incorrect shipping address, how do I change it?
  6. From where do you ship?

Shipping and delivery

  1. How do I track my order?
  2. How many days does it take for my order to arrive?
  3. How do I collect my order?
  4. Is my package insured?
  5. When will I receive my order?
  6. Where do you deliver?
  7. Can I ship my order to another country?
  8. To which countries do you ship DDP?
  9. How much duty and tax will I have to pay?
  10. Can I ship my order to a post office box, APO, or FPO address??
  11. How much do I pay for shipping?
  12. I received my order but one or several items are missing?

Customer Service

  1. How do I receive the latest information from DigInk?
  2. How do I take care of my DigInk product?
  3. I no longer want to receive DigInk newsletters. How do I unsubscribe?
  4. How fast will I receive a reply to my inquiry?
  5. Will my DigInk favorites be restocked?
  6. I can't find a certain item in your web shop, is there any chance I may find it elsewhere?

Order and tracking

  1. Can I change or update my order?
  2. When will my order be shipped?
  3. Where is my order?
  4. Can I add items to my order?

Size and fit

  1. What size should I order?
  2. If an item is out of stock, how can I be notified?
  3. What sizing do you use?
  4. Where can I find the measurements of the clothes?

Answers

Ordering online

What do I do if I have forgotten my password?

You can either contact our customer care team and we will assist you with a new password, or you can press Account / Sign in / Forgot your password? An auto-generated password will then be sent to your registered email address. 

How will I know if you received my order?

When you place an order , an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details. 

Do I need to set up an account to order something online?

You don’t have to set up an account to shop with us, but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us. 

How do I cancel my order?

You cannot cancel your order yourself, but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must instead return it for a refund. 

I've added the incorrect shipping address, how do I change it?

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Notify me as quickly as possible 

From where do you ship?

We have one warehouse in the Uk, and one in US. n. Orders placed to US are shipped either from our US warehouse .

Shipping and Delivery

How do I track my order?

As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online to see the tracking number. 

How many days does it take for my order to arrive?

Shipping usually takes between three to five business days, depending on your country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information for each website.

How do I collect my order?

All international orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to Sweden, Norway, Finland and Denmark are shipped with PostNord and will be delivered to your nearest service point. You will be informed when the package can be collected.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit  to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

When will I receive my order?

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order. 

Where does DigInk deliver?

We currently deliver to 64 countries. At the checkout you will be able to choose your shipping country. Alternatively, you can also view all countries to where we ship in the dropdown menu in the top right corner on the website, or in the main menu on mobile by clicking on the selected country.

Can I ship my order to another country?

You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country. 

To which countries do you ship DDP?

We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, South Korea, Japan, China, Australia and Hong Kong. 

How much duty and tax will I have to pay?

Unfortunately, we cannot estimate how much duties you will pay if we do not ship DDP to your country. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU (delivery duties unpaid) your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York. 

Can I ship my order to a post office box, APO, or FPO address?

Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses. 

How much do I pay for shipping?

 Under our help section you will find the delivery costs for other delivery services than standard shipping, specific for your country. 

I received my order but one or several items are missing?

If you have received a shipping confirmation email from us, it will specify which items were included in that shipment. If we are not able to fulfill all of your items from the warehouse location, we might do a split shipment where the remaining items will be shipped separately. In each shipping confirmation, the items included in the parcel will be stated, so if some items are missing they will be shipped separately if nothing else has been communicated. Please reach out to us in case you are still uncertain of where your items are.

Customer Service

How do I receive the latest information from Digink?

Sign up to our newsletter and we will send you the latest news. 

How do I contact DigInk's customer care team?

You can contact us either by phone, email, or live chat. Our email address is
ahibjan97@hotmail.com 

How do I take care of my DigInk product?

All of our items come with a care label. We strongly recommend following these instructions. 

I no longer want to receive Acne Studios newsletters. How do I unsubscribe?

At the bottom of each newsletter you receive from us there is a link to unsubscribe.

How fast will I receive a reply to my inquiry?

We aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are 9 a.m.- 6 p.m. CET and 9 a.m.-8p.m. EST during weekdays and 12 pm to 5 pm CET and 12 pm to 5 pm EST during weekends. Our live chat is available for faster replies during open hours and we will take all calls during this time as well. Sometimes we have a high pressure, but if you just stay on the line we’ll take your call. 

Will my  favorites be restocked?

We will add items to the web shop as soon as they come back in stock. If an item is sold out in your size, you can sign up to be notified once we have it in stock again. If you can’t find the item you are looking for online, you are more than welcome to reach out to us and we will assist you. 

I can’t find a certain item in your web shop, is there any chance I may find it elsewhere?

The best way to get a hold of items that are not available in the web shop is to contact me, and we will be more than happy to try to help you source the item in one of our stores or from a reseller

Order and tracking

Can I change or update my order?

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them. 

When will my order be shipped?

Your order will be fulfilled within one to three business days, subject to card clearance and stock availability. However, we do aim to ship every order within 24 hours during business days. Our warehouses operate Monday to Friday. 

Where is my order?

Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Sign in to your account and click ”My Profile” for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us. 

Can I add items to my order?

Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact us through the contact page page. 

Size and fit

What size should I order?

Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide” in the menu and then “garment measurements” to find the actual measurements - these can help you in order to choose the correct size. We welcome you to contact our customer care team for specific sizing advice as well. 

If an item is out of stock, how can I be notified?

If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If your size is sold out, you can sign up to be "notified".  when we get a re-stock. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock. 

What sizing do you use?

Our clothes are based on European/ uk sizing. . If you want to compare our sizes to your regular size, please use our size chart that you find at each item. 

Where can I find the measurements of the clothes?

For most items online, we have the exact garment measurements stated. Go to size guide/ garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. If an item is missing garment measurements, please contact us as we are happy to provide them.