Last Updated: July 8, 2026

1. Introduction

Thank you for shopping with dimiyo.

We want customers to feel confident when purchasing from our international women’s fashion collections. This Return & Refund Policy explains when products may be returned, how to request a return, and how refunds and exchanges are handled.

dimiyo is operated by:

Pinebrook Trading Limited

Registered Address:

RM 06, 26TH FLOOR, WORKING VIEW COMM BUILDING, 21 YIU WAH STREET, CAUSEWAY BAY, HONG KONG

Email: Support@dimiyo.shop
Website: dimiyo.shop

2. Return Request Period

Eligible products may be returned when the customer contacts us within 14 calendar days after confirmed delivery.

After receiving return authorization and instructions, the customer must dispatch the return within 7 calendar days.

Products sent without prior authorization may be rejected, delayed, or returned to the sender.

3. Eligible Products

A product may qualify for return when it is:

  • Unworn, except for reasonable indoor fitting;
  • Unwashed;
  • Unaltered;
  • Undamaged;
  • Free from makeup, perfume, deodorant, tanning products, stains, odors, and pet hair;
  • Returned with all original tags attached;
  • Returned with all accessories and protective materials; and
  • Securely packaged for international transportation.

Customers may try on a garment indoors to assess its size and appearance, provided that the product remains in resalable condition.

4. Non-Returnable Products

Unless the product is faulty, damaged, incorrectly supplied, or otherwise covered by a mandatory legal right, the following products are not eligible for return:

  • Made-to-order dresses;
  • Custom-sized garments;
  • Personalized products;
  • Products altered at the customer’s request;
  • Custom-length or custom-color products;
  • Products with personalized embroidery or other custom details;
  • Products marked “Final Sale” before purchase;
  • Gift cards;
  • Intimate products where a hygiene seal has been opened;
  • Products damaged through improper use or care;
  • Products showing signs of wear; and
  • Products returned outside the applicable return period.

A product will not be treated as non-returnable merely because it was purchased during a general promotion unless it was clearly identified as final sale before payment.

5. Size and Fit

Customers are responsible for reviewing the size chart and product measurements before placing an order.

Sizing may differ between designs, fabrics, manufacturers, and silhouettes. A customer’s usual size in another brand may not be the correct size for a dimiyo product.

A product is not automatically defective because:

  • It does not fit according to the customer’s personal preference;
  • The customer selected an incorrect size;
  • The customer’s measurements changed;
  • The customer did not review the size chart; or
  • Minor tailoring is required to achieve a highly personalized fit.

Eligible standard-sized products may still be returned for a size issue if all return conditions are satisfied.

6. Color and Appearance

We make reasonable efforts to display product colors and details accurately.

Colors may appear slightly different because of:

  • Screen calibration;
  • Device settings;
  • Photography lighting;
  • Fabric texture;
  • Dye-lot variation; and
  • Viewing conditions.

Minor color differences that do not materially alter the product are not normally considered defects.

7. Faulty, Damaged, or Incorrect Products

Customers should inspect products promptly after delivery.

Contact Support@dimiyo.shop within 48 hours if a product:

  • Arrives damaged;
  • Has a suspected manufacturing defect;
  • Is materially different from its description;
  • Is the wrong product;
  • Is the wrong color or size compared with the confirmed order; or
  • Is missing an included component.

Please provide:

  • Order number;
  • Full description of the problem;
  • Photograph of the complete product;
  • Close-up photographs of the affected area;
  • Photograph of the product label;
  • Photograph of the external package; and
  • Photograph of the shipping label.

Do not discard the product, tags, or packaging until the claim has been reviewed.

The 48-hour reporting request helps us investigate delivery damage efficiently. It does not remove any mandatory consumer right that cannot legally be limited.

8. Matters Not Normally Considered Defects

The following are not normally considered defects when they do not materially affect the product’s quality or intended use:

  • Minor loose threads that can be safely trimmed;
  • Normal creasing caused by packaging;
  • Minor measurement tolerances;
  • Small variations in handmade decoration;
  • Natural fabric texture;
  • Minor variation in embroidery, print, or lace placement;
  • Minor color differences caused by screen display;
  • A need for steaming or pressing after transportation; and
  • Minor tailoring required for a personalized fit.

9. How to Request a Return

Email Support@dimiyo.shop with:

  • Customer name;
  • Order number;
  • Product to be returned;
  • Reason for the return;
  • Relevant photographs, if applicable; and
  • Confirmation that the product remains unworn, unwashed, and unaltered.

If the return is approved, customer service will provide:

  • Return authorization;
  • Return instructions;
  • The correct return destination; and
  • Any required customs declaration guidance.

10. Return Address Notice

Do not send returns to the registered company address unless customer service expressly authorizes you to do so.

The registered address is provided for corporate identification and correspondence and may not be the appropriate returns-processing location.

dimiyo is not responsible for products sent to an unauthorized address.

11. Return Shipping Costs

For an approved change-of-mind or sizing return, the customer is responsible for return shipping costs.

Where a product is verified as faulty, damaged, or incorrectly supplied by us, we will provide an appropriate return arrangement or reimburse reasonable return costs approved in advance.

We do not normally reimburse:

  • Premium return services;
  • Unapproved courier charges;
  • Packaging services;
  • Customs charges caused by incorrect declarations; or
  • Costs incurred without written authorization.

12. Return Shipping Responsibility

Customers should use a trackable shipping service and retain proof of postage.

The customer remains responsible for the return until it is received at the authorized return location.

dimiyo is not responsible for returns that are:

  • Lost in transit;
  • Sent without tracking;
  • Sent to an incorrect address;
  • Damaged because of inadequate packaging; or
  • Held by customs because of incorrect return documentation.

13. Return Inspection

Returned products will be inspected after receipt.

A return may be rejected or the refund may be reduced if the product:

  • Has been worn;
  • Has been washed;
  • Has been altered;
  • Has stains, odors, or cosmetic marks;
  • Is missing tags or accessories;
  • Was damaged after delivery;
  • Was handled beyond what was reasonably necessary to inspect it; or
  • Was returned outside the authorized period.

We will contact the customer if the returned product does not satisfy the return conditions.

14. Refunds

Approved refunds will be issued to the original payment method.

Refunds are normally initiated within 5–10 business days after the returned product has been received and approved.

Banks and payment providers may require additional time to display the refund.

Except where the return results from our verified error:

  • Original shipping charges are non-refundable;
  • Expedited delivery charges are non-refundable;
  • Return shipping costs are the customer’s responsibility; and
  • Customs duties and import taxes are not refundable by dimiyo.

15. Exchanges

Direct exchanges may not always be available because product inventory changes.

For an eligible product, we may:

  • Arrange an exchange where stock is available; or
  • Ask the customer to return the original product and place a new order.

The customer may be responsible for return shipping, replacement shipping, and any price difference unless the exchange is required because of our error.

16. Order Cancellations

Contact Support@dimiyo.shop immediately to request cancellation.

Cancellation is not guaranteed after:

  • The order enters processing;
  • The shipping label is created;
  • The order is packed;
  • The product is dispatched;
  • Custom materials are ordered; or
  • Production of a made-to-order product begins.

If an eligible order is cancelled before processing, the amount paid will be refunded to the original payment method.

17. Refused and Unclaimed Deliveries

If a customer refuses delivery, fails to collect a parcel, supplies an incorrect address, or refuses to pay applicable customs charges, any approved refund may be reduced by:

  • Original shipping charges;
  • Return shipping charges;
  • Customs costs;
  • Carrier handling charges; and
  • Other costs incurred in recovering the parcel.

Custom and made-to-order products remain subject to their non-returnable status.

18. Payment Disputes

Customers are encouraged to contact us before initiating a payment dispute so that we have an opportunity to investigate the issue.

We may provide order, payment, tracking, delivery, return-policy, and customer-communication records to the payment provider when responding to a chargeback.

This does not restrict a customer’s right to report an unauthorized or incorrectly processed payment.

19. Mandatory Rights

Nothing in this Policy excludes or restricts a consumer right that cannot lawfully be excluded.

Where applicable consumer law provides greater protection, the applicable legal requirement will take priority.