FREQUENTLY ASKED QUESTIONS
FAQS

Order Status

We process our orders very quickly to get your product to you as soon as possible. While we cannot make any changes to an order after it has been placed, we may be able to cancel an order within 1-2 hours of it being placed. If you need to cancel your order, we ask that you contact our customer support at [email protected]

No, our packing slips do not include pricing.

Fulfillment time is the time it takes to make your ordered product. Our fulfillment time is calculated in business days:

2-7 bus. days for apparel products (t-shirts, leggings, dresses, etc.)
2-5 bus. days for non-apparel products (posters, mugs, phone cases, etc.)
97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer.

Please note:

Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
Our fulfillment averages don’t account for the time an order might be put on hold.
Fulfillment for large orders may take longer than the 3-5 day average, but will still be fulfilled within 7 days.

No, only one promo code can be processed with each order.

Once your order ships, we’ll send you an email with your tracking information. If you don’t receive this email containing your tracking information, you can always check your order status online by clicking Order Tracking at the bottom of the page.

Shipping

Yes, all Diego Armand shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.

Diego Armand offers international shipping across the world! All applicable customs and import duties, fees, and/or taxes are the responsibility of the customer.

No, Diego Armand isn’t available in some countries because of legal restrictions or shipping carrier limitations.

For now, Diego Armand isn’t available in and doesn’t ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically.

We’re available to all other countries and ship internationally!

If the package was marked as delivered by the carrier, but you reports that you have yet to receive it, Diego Armand won’t cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”

If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

If something arrives damaged, send a photo of the damaged goods to [email protected], then we’ll gladly send a replacement at no cost to you.

There are some products that we’ll ship separately due to packaging differences.

These products are: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing, snapback hats.

Fulfillment time is the time it takes to make your ordered product. Our fulfillment time is calculated in business days:

  • 2-7 bus. days for apparel products (t-shirts, leggings, dresses, etc.)
  • 2-5 bus. days for non-apparel products (posters, mugs, phone cases, etc.)

97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer.

Please note:

  • Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
  • Our fulfillment averages don’t account for the time an order might be put on hold.
  • Fulfillment for large orders may take longer than the 3-5 day average, but will still be fulfilled within 7 days.

The return address of your Diego Armand product, is based on where your package was fulfilled:

  • Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte or Dallas facility. The correct return address will be mentioned on the order packaging. If this information isn’t for some reason available, then the returns must be sent either to Charlotte or Dallas, based on which facility is located closer to you.
  • Charlotte address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
  • Dallas address: 217 Wrangler Drive, Coppell, Texas 75019.
  • Canadian facility: 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
  • Latvian facility:  Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
  • Spanish facility: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
  • UK facility: Antar 2, Wobaston Road, Wolverhampton, WV10 6PZ.
  • Partner facilities in Australia: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
  • Partner facility in Japan: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
  • Partner facilities in Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil (apparel orders & mugs); R. João Ferreira de Camargo, 714 – Jardim Mutinga. CEP 06460-060. Barueri – SP, Brasil (non-apparel orders).

Notice: These addresses are ONLY to be used for product(s) return and is based on where your package was fulfilled.

Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be.

Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility.

In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address.

If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 7 days you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.

Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier’s tracking system.

Note that international shipment tracking may take up to a few days to display any updates but that doesn’t necessarily mean the shipment is lost.

For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check and get in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by end customer. You will receive notice once the order arrives back to our facility. We would be contacting you to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by customer, or had an incorrect address originally provided.

Custom fees may vary depending on your order value, country limits, and other factors based on the product itself. All applicable customs and import duties, fees are the responsibility of the customer.

Returns

Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product is received. For packages lost in transit, all claims must be submitted no more than 2 weeks after the estimated delivery date.

Returns are not accepted for minor variations in the placement of the patterns or alignment of the pattern at the seams.

We’re sorry but we are unable to perform exchanges at this time.

After we receive your return, please allow 5-7 business days for the credit to be released back to the original method of payment.

The return address of your Diego Armand product, is based on where your package was fulfilled:

  • Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte or Dallas facility. The correct return address will be mentioned on the order packaging. If this information isn’t for some reason available, then the returns must be sent either to Charlotte or Dallas, based on which facility is located closer to you.
  • Charlotte address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
  • Dallas address: 217 Wrangler Drive, Coppell, Texas 75019.
  • Canadian facility: 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
  • Latvian facility:  Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
  • Spanish facility: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
  • UK facility: Antar 2, Wobaston Road, Wolverhampton, WV10 6PZ.
  • Partner facilities in Australia: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
  • Partner facility in Japan: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
  • Partner facilities in Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil (apparel orders & mugs); R. João Ferreira de Camargo, 714 – Jardim Mutinga. CEP 06460-060. Barueri – SP, Brasil (non-apparel orders).

Notice: These addresses are ONLY to be used for product(s) return and is based on where your package was fulfilled.

Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be.

If you are not completely satisfied with your Diego Armand purchase, you may submit a request for return at [email protected] within 7 days from when your package is received. 

Returns will be subjected to a €5.95 shipping and handling fee, which will be deducted from your refund.

Items must be returned in their original unaltered, unworn, and in new re-sellable condition with all of the tags attached. We are currently unable to complete exchanges. All refunds will be credited to your original method of payment. 

International orders are responsible for their own shipping.

No refund or credit on the following:

  • Any item(s) purchased at discount or on sale
  • Items marked final sale
  • Gift cards
  • Jewelry
  • Swimwear
  • Underwear

Original shipping costs are unfortunately non-refundable.

Returns will be processed within approximately 5 to 7 business days after we receive your return.

General Info

Absolutely, checkout our Brand Influencers page [here]

We have factories located in The United States, Mexico, Central America, The Caribbean and Europe

Products & Care Instructions

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent. Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discolouration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent. Here’s how it looks:

The best way to clean your caps is to hand-wash them instead of placing them in a washing machine. This will help with retaining their shape and won’t diminish the quality of the embroidered design. We recommend you wash them with a mild detergent (not bleach), in lukewarm water. If there are any spots that require more attention, then you can use a brush with soft bristles.

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colours. Use non-chlorine bleach only when necessary. You shouldn’t use any fabric softeners, or dry-clean the items. DTG-printed apparel can be tumble-dried on a low cycle, but hang dry works best. When it comes to ironing, use cool iron inside-out. Do not iron the print.

Embroidered shirts also can be machine-washed cold and inside-out on a gentle cycle with a mild detergent and similar colours. You can use a small amount of chlorine bleach, but non-chlorine is the safer option. If you notice any colour residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned. After washing, don’t leave the clothing soaking, or lying in a pile while wet. Do not wring out the embroidered articles, but if you want to tumble-dry them, use a cool air setting. If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn’t wet embroidery before ironing or use a steam iron.

All-over printed apparel can be machine-washed cold with like colours, but without bleach. You can tumble-dry the apparel on low heat. It can’t be ironed or dry-cleaned.

The all-over printed sweatshirts have a slightly different fabric. So while they can be machine-washed cold with like colours without bleach and ironed on low heat, they can’t be tumble-dried or dry-cleaned.

Sublimation apparel and towels can be washed at any temperature, but we suggest cold/warm water. We also recommend washing the items with like colours, as the polyester fabric tends to make colours run.

Our all-over print backpacks need to be hand-washed, but after the wash they can be tumble-dried on low heat. The backpacks can’t be bleached, ironed, or dry-cleaned. All-over print beach, tote and drawstring bags can be machine-washed without bleach on cold cycle. After washing, they can be tumble-dried on low heat. They can’t be ironed, or dry-cleaned.

The pillowcase itself can be machine-washed without bleach on cold cycle, and they can be tumble-dried on low heat. They can’t be ironed, or dry-cleaned. The pillow insert should only be hand washed.

Our white mugs are microwave and dishwasher safe. Matte black magic mugs, however, should only be hand-washed, and you can’t put them in a microwave. Note that they’re also prone to scratches, so be extra careful.

To ensure that your posters and canvas last for a long time, don’t keep them in direct sunlight or outdoors. They can be gently dusted with a soft, dry cloth or a feather duster.

Remove your case from your phone. Add a little mild soap to water, and dampen a cloth or sponge with it. With the damp cloth, rub your case gently in circles. Let your case air dry at room temperature.

Payment Methods

We accept the following payment types:

Credit/debit card: Visa, Mastercard, American Express and Discover
Gift Card
Apple Pay
Gpay
PayPal

Prepaid Visa/Mastercard gift card: In case of product cancellation or return, please keep your Visa or Mastercard gift card. Refunds will be credited to your original method of payment.

No. However, you can combine a Diego Armand gift card with a major credit card to pay for your order.

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