Shipping & Returns
Shipping
All Dice Kayek online orders are prepared and dispatched from Paris, France.
Orders are normally dispatched within one business day. Orders are processed Monday to Friday, excluding French public holidays. Orders placed during weekends or public holidays will be processed on the next business day.
Delivery service
Orders are shipped with DHL Express.
Estimated delivery times after dispatch:
- France and Europe: 2–3 business days
- United States: 3–5 business days
- Rest of the world: 3–7 business days
Delivery times are estimates and may be affected by customs clearance, public holidays, severe weather or circumstances outside our control.
Once your order has been dispatched, you will receive an email containing your DHL tracking number.
Shipping charges
Dice Kayek offers complimentary worldwide shipping on orders above €1,000.
For orders below €1,000, the available delivery method and shipping charge will be displayed at checkout before payment.
Taxes and duties
For deliveries within the European Union, prices include applicable VAT and no import duties are charged upon delivery.
For deliveries outside the European Union, French VAT is not included in the product price.
Where available, orders outside the European Union are shipped Delivered Duties Paid, or DDP. Applicable duties and import taxes are calculated and collected at checkout so that no additional customs payment is required upon delivery.
The checkout will indicate whether duties and taxes are included before you complete your order.
Customers are responsible for selecting the correct delivery country and providing complete and accurate delivery information.
Delivery restrictions
Delivery availability is determined by the destination selected at checkout. Certain countries or territories may be temporarily unavailable because of carrier, customs, regulatory or international-trade restrictions.
Contact shop@dicekayek.com when a destination is unavailable at checkout.
Delivery problems
Please inspect your parcel when it arrives.
When a parcel appears damaged, opened or incomplete, take photographs of the outer packaging, shipping label and contents and contact shop@dicekayek.com as soon as possible.
For an order shown as delivered but not received, please contact us with your order number and delivery address. Dice Kayek will open an investigation with DHL.
Dice Kayek remains responsible for the delivery of your order until it has been delivered to you or to a person designated by you.
Returns
Return period
You may notify us of your decision to return an eligible online purchase within 14 calendar days following delivery.
After notifying us, the item must be returned without undue delay and no later than 14 calendar days after your return request.
To request a return, email shop@dicekayek.com and include:
- Your order number
- The item you wish to return
- The reason for the return
- Photographs when the item is damaged, defective or incorrect
Returning a parcel without first notifying us may delay its identification and processing.
Return conditions
Returned products must be:
- Tried on only and not worn
- Not on Final sale
- Unwashed
- Unaltered
- Undamaged
- Free from marks, perfume, make-up and other signs of use
- Returned with all original labels and security tags attached
- Returned with all original accessories and packaging
Shoes must be tried on only on a clean, protected surface.
We may reduce a refund when handling beyond what is necessary to inspect the product has diminished its value.
Sale items
Items purchased during a sale or with a promotional reduction remain eligible for return under the same conditions as full-price merchandise.
Products that cannot be returned
The right of return does not apply to:
- Made-to-measure products
- Final Sale products
- Products altered or personalised at the customer’s request
- Products made according to the customer’s specifications
- Products that cannot legally be returned for hygiene or health-protection reasons after being unsealed
This exclusion does not affect your rights when a product is defective, damaged or not as described.
Return shipping
Once your return has been approved, we will provide return instructions and, where available, a prepaid DHL return label.
Unless the product is defective, damaged or incorrect, the cost of return shipping is the customer’s responsibility and will be deducted from the refund. The applicable return cost will be communicated before the return is confirmed.
Dice Kayek covers the return-shipping cost when an item is defective, damaged in transit or different from the item ordered.
Items returned using another carrier remain the customer’s responsibility until delivered to Dice Kayek. We strongly recommend using a tracked and insured delivery service.
Exchanges
We do not currently process direct online exchanges.
To obtain another size, colour or product, please return the original item and place a new order. Our customer-care team may temporarily reserve an available replacement while your return is in transit.
Refunds
Once your return has been received and inspected, we will notify you whether it has been accepted.
Approved refunds will be issued to the original payment method.
For customers exercising a statutory right of withdrawal, any eligible standard outbound delivery charge will be refunded in accordance with applicable law. Additional amounts paid for an express or upgraded delivery service are not refundable.
We may withhold the refund until we have received the returned product or until you provide evidence that it has been sent, whichever occurs first.
Your bank or payment provider may require additional time to credit the refund after it has been issued.
Duties and import taxes on returned international orders
Duties and import taxes paid on an international order are remitted to the relevant customs authorities.
After an order has been dispatched, these amounts are not automatically refundable.
Where Dice Kayek or its logistics partner is able to recover duties or import taxes from the relevant customs authority, the recovered amount will be refunded to the customer. Recovery depends on the rules of the destination country and cannot be guaranteed.
Our customer-care team will provide the available return and customs documentation.
Defective or incorrect products
When you receive a defective, damaged or incorrect product, contact shop@dicekayek.com with your order number and photographs.
Dice Kayek will arrange the appropriate return, repair, replacement or refund without additional cost to you, in accordance with your statutory rights.
Customer Care
For assistance, contact:
Customer care is available in English, French and Turkish.
