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Online customer service

  • FAQs
    Here is a list of the most frequently asked questions
  • Shipping
    Everything you need to know regarding shipping
  • Conditions of sale
    The offer and the sale of products on kr.dolcegabbana.com are determined by the Conditions of Sale
  • Contact Us
    If you have any questions or need help please contact us. We will be happy to assist you
  • Legal area
    Please read our Privacy and Return Policy carefully
  • Privacy Policy
    We respect the privacy of our customers and the visitors to our website

HOW TO SHOP


1. Ordering

FOR FIRST TIME USERS

For your security, first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

FOR REGISTERED USERS

If you are a returning customer and have an account, please sign in using your email address and password and you will be taken directly to the first ‘Checkout’ tab.

HOW TO MAKE A PURCHASE

Shopping on the Dolce & Gabbana Online Store is easy: if you know what you are looking for, use the specific category links, such as 'Clothing', 'Shoes', '‘Accessories’, or the ‘Shop by Look’ section on the site. Once you have found an item, select your size and color and use the 'ADD TO SHOPPING BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (color, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

HOW TO MAKE A PRE-ORDER

You can pre-order a selection of items before they are available. All items of this type can be identified by the PRE-ORDER label visible on the product page. You can buy and receive them at your preferred address as soon as you proceed with the shipment process. If your order is mixed, for example, it includes items already available and those for pre-order, it can be processed in other ways to guarantee faster delivery. We inform you that the payment will take place at the time the order is confirmed. You will receive a confirmation e-mail as soon as we send your package.

HOW TO SEND A GIFT

You can send an order as a gift. All you have to do is check the "gift option" box at checkout and fill in the required fields. You can also add a personal message which will be sent with your gift and choose whether to send the confirmation email, without the price, to the recipient.

HOW TO BUY AND USE A GIFT CARD

Buying a Gift Card
If you wish to purchase a digital Gift Card, complete the online form entering the information of the recipient and the amount you wish to gift, and click on “Add to bag”. As soon as your order is placed, the recipient will receive a confirmation email containing the Gift Card Code to use on the Online Store Dolce&Gabbana. You will also receive a confirmation email and order summary to your email address.
We remind you that no discount or promotion can be applied when purchasing a digital Gift Card.

Using a Gift Card
If you’ve received a Gift Card, you can use it to purchase any available item on the Online Store Dolce&Gabbana, by entering the Gift Card Code at checkout, in the dedicated section. We remind you that you cannot use a digital Gift Card to purchase another digital Gift Card

The digital Gift Card can only be used for purchases in the same currency and in the same country in which it was purchased.

If the total of your order is less than the amount of the digital Gift Card, the remaining sum can be used for other purchases, using the same Gift Card code. If the total of your order is greater than the amount of the Gift Card, you can use an additional method to complete the payment, choosing it from those available in the selected shipping country.

You can check the balance of your digital Gift Card at this link.

In the case of return for one or more items purchased using a digital Gift Card, the refund will be paid through a new digital Gift Card and through the alternative payment method used - if present. To proceed with the creation of the RAN, please contact our Customer Service.

For any other legal information, see the Conditions of Sale

BILLING AND SHIPPING

Enter your billing information as it appears on your credit card statement. Your credit card will not be accepted without the appropriate billing address and telephone number. If you are a returning customer, your billing address will automatically appear on the Billing and Shipping page. If the shipping address is different than the billing address, enter the address where you would like your order shipped.

SHIPPING OPTIONS

From the options provided, select from the shipping methods that are available for the item(s) that you wish to purchase. For more information on shipping, click here.

PAYMENT INFORMATION

At this point, you must very that your address information is correct, review your order, enter your payment method and click ‘Continue Checkout’. For more information on payment, please read here.

PURCHASE SUMMARY

After you have completed the billing details, you will find a summary of the items you are purchasing and the order total under “Order Summary”. Click on 'Submit Order' to complete the checkout.

ORDER CONFIRMATION

Once the checkout has been completed, on 'Your Order Confirmation' page you will find all the details regarding your order, including billing and shipping address, shipping and payment method selected, a summary of your order and the total amount. You will receive an order confirmation email which will include an order number that you can use to track your order in ‘My Account’. Once your items have been shipped, you will receive a shipping confirmation email with details of which item(s) have been sent.

SIZING INFORMATION

Please refer to the fit details in the product description and the sizing chart on the product pages to help you choose the best size. If you are not entirely happy with the size you have purchased, return it for a different one. For more information, please visit our Returns and refunds section.



2. Changing or Cancelling an Order

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give our Customer Service written notice within seven working days of receiving your items. Either email supportkr@dolcegabbana.com or write to:

  • The Level Group s.r.l.
  • Order Cancellation
  • Piazza Arcole, 4
  • 20143, Milan
  • Italy

On receipt of your notice of contract cancellation, our Customer Service team will email you a Return Authorization Number (RAN). Please enter this number on the Returns Proforma Invoice that you received with your order and complete it with all the requested details. Include the Returns Proforma Invoice with your return so we can process your refund promptly. In case you’ve lost the Return Proforma Invoice, download it using the link found on the Return Authorization email you received from our Customer Service or download it here.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return.

Alternatively, you may prefer to return items using our returns collection service. Please visit the Returns and Refunds section in the Customer Service area for more details.


3. Valid Payment Methods

The payment of your order can be made with the following credit cards and payment methods:

  • Diners
  • Visa
  • American Express
  • Discover
  • Jcb
  • Maestro
  • Mastercard
  • PayPal
  • Apple Pay
  • Union Pay
  • Klarna
  • Yandex Money
  • Sofort Banking
  • Bancontact
  • Qiwi Wallet
  • Ideal
  • WeChat Pay
  • Amazon Pay
  • Naver Pay
  • Kakao Pay

Cash on Delivery (C.O.D.) payment method is only available in Italy but will incur an additional cost. At the time of delivery, you must have the exact amount in cash to pay for your order. Payment by check is not accepted and the courier cannot give any change. To request a refund in the case you choose Cash on Delivery, it is necessary to have a bank account as refunds with this payment method can only be issued through Wire Transfer to a Bank Account.

Important notice: orders paid by C.O.D. and shipped to the following countries have an order limit that cannot be exceeded.

Total Order Limits:

Italy 999,99 €
Japan 300,000 ¥

The cost of cash on delivery, for countries where it is available, are as follows:

At the checkout we will provide more detailed information about the payment methods available for the selected shipping country.


4. Store Alterations

Dolce & Gabbana offers complimentary basic alterations on full priced items in select boutiques within 90 days of purchase. Simply bring your item with proof of purchase to one of the below participating boutiques. Once the article is modified it cannot be returned.

Japan 700.00 ¥
Italy, 5.00 €
Boutique Address
MILANO VENEZIA UOMO Milan - Corso Venezia, 15
MILANO SPIGA DONNA Milan - Via Della Spiga, 2
ROMA SPAGNA Rome - Piazza di Spagna 94/95/96
MADRID Madrid - Calle Ortega Y Gasset, 14
LONDON OLD BOND London - 6/8 Old Bond Street
MEXICO CITY MASARYK Mexico City - Avenida Presidente Masaryk N. 450 - L-2
Colonia Chapultepec Polanco
BEIJING SKP UOMO Beijing - Shop D2012 , 2/F, Shin Kong Place, 87 Jianguo Road, Chaoyang District
CHANGCHUN CHARTER Changchun - Shop C-1103, Changchun Charter Shopping Center, No.1255 Chongqing Road, Chaoyang District
CHANGSHA IFS Changsha - Shop L102 & 202 , No.6 East Pai Lou, Furong District, Hunan
CHENGDU IFS Chengdu - Shop L105 & L205, No.1, Section 3, Chengdu IFS, Hongxing Road, Jinjiang District
GUANGZHOU TAIKOO HUI DONNA Guangzhou - Shop L116, Level 1, Taikoo Hui, No.383 Tianhe Road
NANNING MIXC Nanning - Shop 123, Nanning City Crossing, The MixC, 136 Minzu Avenue, Qingxiu District
NANJING DEJI PLAZA Nanjing - Shop L110-112 & L207-209, Deji Plaza, 18 Zhongshan Road, Xuanwu District
SHANGHAI IAPM Shanghai - Shop 105 & 205, APM, 999 Middle Huaihai Road, Huangpu District
SHENYANG MIXC Shenyang - Shop N105, The MixC at City Crossing, No.288 Qingnian Avenue, Heping District
SHENZHEN MIXC Shenzhen - Shop 136-138, Level 1, Phase 1, The Mixc at City Crossing, 1881 Bao An Road South, Luohu District
TIANJIN MIXC Tianjin - Shop L1-012, Level 1, Galaxy Shopping Mall, No.9 Leyuan Road, Hexi District
HONG KONG ALEXANDRA HOUSE Shop G2, Ground Floor, Alexandra House, 18 Chater Road, Central
HONG KONG ELEMENTS Kowloon - Shop 2028-29, Level 2, Elements, 1 Austin Road West, Tsim Sha Tsui
TOKYO GINZA Tokyo - 5-4-9 Ginza Chuo-KU
MACAU WYNN PALACE UOMO Cotai - Unit 20, Wynn Palace, Avenida da Nave Desportiva
MACAU WYNN PALACE DONNA Cotai - Unit 21, Wynn Palace, Avenida da Nave Desportiva
MACAU GALAXY Cotai - Shop G089, Phase 2, Galaxy Macau, Avenida de Cotai
SINGAPORE ION ORCHARD Unit #01-19, #02-09/10 ION Orchard, 2 Orchard Turn
SINGAPORE MBS Unit 01/60/61/62 & B1-138/139/140, Marina Bay Sands, 2 Bayfront Avenue
BANGKOK SIAM PARAGON Bangkok - Siam Paragon Shopping Center #M08, M Floor 991 Rama 1 Road Pathumwan district
BANGKOK EM QUARTIER Bangkok - MB01-02, Main Floor EmQuartier Shopping Complex Sukhumvit Soi 35 and Soi 37 Khlong Tan Nua, Watthana
SHANGHAI IFC Shanghai - Shop L1-22 & L2-22, IFC Mall, 8 Century Avenue, Pudong New Area
NAGOYA SAKAE Nagoya - Lachic 1F 3-6-1 Sakae Naka-Ku
OSAKA MIDOSUJI Osaka - 2-7-18 Shinssaibashisuji Chuo-Ku
DALIAN TIMES SQUARE Dalian - Shop L146 & L148, 1F, Dalian Times Square, No.50 Ren Min Road, Zhongshan District