Frequently Asked Questions | FAQs

GENERAL INFORMATION

Is everything new? Yes. Most of our items come in their original plastic packaging, but please note that we're an outlet, so some shoe boxes may have a few scuffs, and some clothing items may come in DPUS packaging, rather than branded packaging.

Is everything online also in-store? Our store space is limited, so we tend to reserve shop space for current season collections and the best picks from previous seasons. Additional stock from previous seasons' collections is often stored at our warehouse. Please contact us if you would like to enquire about a specific item.

Where does DPUS source its stock? The majority of our products are sourced direct from brands and their respective distributors across the UK and Europe, with some products sourced from established agencies. DPUS is renowned for its ability to source key seasonal pieces at excellent prices.

Why are the prices lower than retail? How do I know its authentic? We love making luxury fashion more affordable, and are well-known for our ability to source key pieces from current/previous season at excellent prices. We often purchase overstock, deadstock, and stock from previous seasons. RRP stands for recommended retail price - we simply choose to retail below the recommended price. We're rated 'Excellent' on TrustPilot - read what our customers have to say about us here! Find out more about verifying authenticity here.

I have designer apparel to sell, would DPUS buy it? Sorry, we do not purchase stock from the general public or third parties.

When is your next sale? DPUS sometimes hosts spontaneous pop-up sale events to clear previous seasons' stock. Follow our socials to be the first to know.

ORDERS

How do I track my order? Track your order using the tracking number provided in your order dispatch email using DPD (UK orders) or DHL (international orders).

Where's my delivery PIN code? UK orders are delivered via DPD's PIN code delivery service. The PIN code is sent to the mobile number provided with the order. You will receive your PIN code once the item has been dispatched. If you've not received your PIN, you may have inputted your telephone number incorrectly - please contact us to correct your phone number.

I'm going to miss my delivery, what do I do? No worries – you can change your delivery day for another day (Monday-Friday) via the DPD (UK) or DHL (International).

Why has my delivery been returned to store? UK customers can manage their delivery day on DPD. DPD will make only two delivery attempts. If both attempts are unsuccessful, your delivery will be considered 'failed' and returned to our store. We're happy to resend failed deliveries for a small re-delivery fee of £5.

RETURNS

What is the returns policy? UK online orders can be returned within 14 days of the delivery date for a refund or exchange. Read our full UK Return Polcy. International orders cannot we returned at this time.

What is your Black Friday and Christmas returns policy? We are happy to offer a refund to UK customers for items purchased online from Thursday 21st November 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.

How do I make a return? UK orders can be returned using these steps.

Where can I get a returns slip? Read the returns information, and then handwrite your full name, order number, reason for return, and whether you would like a refund/exchange on to paper, and include this with your return.

Have you received my return? We cannot send emails to confirm receipt of returns. We do send an email once your return has been processed (within 4 working days of the date it reaches our warehouse).

When will I be refunded? Please allow 9 working days (from the date of arrival to our warehouse) for refunds to be processed and funds to appear in your account. You'll receive an email notification once your return has been processed.

When will I receive my exchange? Exchanges are processed/dispatched within 4 working days of reaching us.

How do I contact DPUS? Click here