FAQs
WHAT IS PSD2?
PSD2 IS A NEW EUROPEAN LAW INTRODUCED TO MAKEONLINE PAYMENTS MORE SECURE. IT WILL IMPACT
CUSTOMERS IN THE EUROPEAN ECONOMIC AREA (EEA)
AND CUSTOMERS USING EU BANK ACCOUNTS. WHEN
YOU PLACE AN ORDER ONLINE USING A CARD PAYMENT,
YOUR BANK MAY ASK YOU TO CONFIRM YOUR IDENTITY
THROUGH 3D SECURE AUTHENTICATION.
WHAT ARE THE PAYMENT STEPS WHEN I PLACE AN
ORDER?
WHEN YOU PLACE AN ORDER WITHIN EUROPE, YOU MAY
BE DIRECTED TO A 3D SECURE AUTHENTICATION BY
YOUR BANK. THERE ARE MANY WAYS TO AUTHENTICATE
ONLINE PAYMENTS AND YOU COULD BE ASKED TO
CONFIRM YOUR IDENTITY THROUGH SMS, EMAIL, OR
TOUCHID. ONCE YOUR PAYMENT IS AUTHENTICATED
AND THE ORDER HAS BEEN PLACED, YOU’LL RETURN TO
THE CONFIRMATION PAGE. AS SOON AS YOUR ORDER
HAS BEEN CONFIRMED, YOU’LL RECEIVE AN EMAIL.
HOW WILL MY BANK CONFIRM MY IDENTITY?
GET IN CONTACT WITH YOUR BANK TO UNDERSTAND
THEIR 3D SECURE AUTHENTICATION PROCESS. MAKE
SURE THEY HAVE THE CORRECT CONTACT DETAILS FOR
YOU JUST IN CASE THEY USE SMS OR EMAIL FOR
AUTHENTICATION.
IF I'M UNABLE TO PLACE AN ORDER, WHAT SHOULD I
DO?
IF SOMETHING DIDN'T GO QUITE RIGHT, YOU MAY
CONTACT OUR CUSTOMER SERVICE TEAM.
I HAVE SOME MORE QUESTIONS ABOUT PAYMENT: WHO
SHOULD I CONTACT?
OUR CUSTOMER SERVICE ADVISORS ARE HAPPY TO
ANSWER ANY ADDITIONAL QUESTIONS YOU MAY HAVE.
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
BEFORE PROCEEDING TO THE CHECKOUT YOU SHOULD
LOGIN USING YOUR CREDENTIALS, OTHERWISE YOU
CAN REGISTER AND CREATE AN ACCOUNT.
DO I NEED TO SIGN IN TO SEE MY ORDER DETAILS?
YES. IN ORDER TO SEE YOUR ORDERS, YOU SHOULDSIGN IN TO THE SITE AND GO TO ACCOUNT, AND CLICK
ON THE 'ORDERS' SECTION.
ARE DUTIES AND TAXES INCLUDED IN THE SHIPPING COSTS?
WE OFFER DDP (DELIVERY DUTIES PAID) SHIPPING TO A
FEW SELECTED COUNTRIES. THIS MEANS TAXES,
CUSTOM FEES AND IMPORT FEES FOR EUROPEAN UNION
COUNTRIES, NEW EUROPE, SWITZERLAND, JAPAN,
SOUTH KOREA, HONG KONG SAR, CANADA, CHINA
MAINLAND, SINGAPORE, AUSTRALIA, BAHRAIN, TAIWAN
REGION, THAILAND, UNITED ARAB EMIRATES AND THE
UNITED STATES ARE INCLUDED.
WHAT PAYMENT METHODS DO WE ACCEPT?
- PAYPAL (TO REGISTER A PAYPAL ACCOUNT, PLEASEVISIT THEIR WEBSITE AT PAYPAL.COM);
WHY HAS MY PAYMENT BEEN REFUSED?
AFTER THE AUTHORISATION, A TRANSACTION CAN STILL
FAIL. IF THE TRANSACTION FAILS AFTER AUTHORISATION
THE FUNDS WILL STILL BE RESERVED ON YOUR BANK
ACCOUNT. ALTHOUGH THEY HAVE NOT BEEN DEBITED,
THEY MAY APPEAR TO HAVE BEEN COLLECTED.
PLEASE NOTE THAT AFTER AUTHORISATION THE
RESERVE CAN LAST UP TO 30 WORKING DAYS BEFORE IT
IS LIFTED. THIS MAY CHANGE DEPENDING ON BANKS
AND CREDIT PROVIDERS.
THE REASONS FOR SUCH FAILURE MAY SIMPLY BE:
- THE CARD LIMIT HAS BEEN REACHED
- THE CARD INFORMATION ENTERED IS WRONG
- THE CARD REACHED THE MAXIMUM NUMBER OF
CHARGES ALLOWED IN A PERIOD
- THE BILLING ADDRESS DOES NOT MATCH WITH THE
CARDHOLDER DETAILS
- THE CARD DOES NOT ALLOW INTERNATIONAL
TRANSACTIONS
- THE CARD DOES NOT ALLOW ONLINE TRANSACTIONS
- DEPENDING ON THE COUNTRY IN WHICH YOU ARE
LOCATED YOU MIGHT HAVE TO CALL YOUR BANK TO
AUTHORIZE YOUR CREDIT CARD FOR ONLINE, CROSS-BORDER OR OVERSEAS TRANSACTIONS.
IN OTHER CASES THE REASONS ARE LESS OBVIOUS AND
MAY RELATE TO THE EVER INCREASING FRAUD
PREVENTION AND OTHER SECURITY MEASURES
IMPLEMENTED BY CREDIT CARD COMPANIES TO
PROTECT THE CARDHOLDER AGAINST CARD ABUSE.
WHICH CURRENCIES CAN I SHOP IN?
PAYMENTS AS WELL AS REFUNDS FOR SHIPMENTS ARE
ALL INVOICED IN US DOLLARS (USD).
HOW ARE REFUNDS PROCESSED?
ONCE THE RETURN HAS BEEN RECEIVED AT OUR
WAREHOUSE AND ACCEPTED BY THE QUALITY AND
CONTROL TEAM, THE REFUND WILL BE PROCESSED VIA
THE ORIGINAL PAYMENT METHOD. THE REFUND
INCLUDES THE FULL PRICE FOR THE PRODUCT(S) BUT
NOT THE DELIVERY CHARGES.
WHAT IS A PRE-ORDER?
A PRE-ORDER IS THE RESERVATION OF AN ITEM THATIS NOT YET AVAILABLE FOR SALE, BUT WILL BE SOON.
PRE-ORDER ITEMS ARE SHIPPED UPON THE ARRIVAL
OF THE PRODUCTS IN THE WAREHOUSE WITHIN THE
TIME THAT IS STATED ON THE ITEM’S PURCHASE PAGE.
REGARDING ORDER WITH AVAILABLE ITEMS AND PRE-
ORDERABLE ITEMS, SHIPMENT WILL HAPPEN IN
2 DIFFERENT PHASES: AVAILABLE MERCHANDISE WILL
BE SHIPPED WITH STANDARD SHIPPING METHODS.
PRE-ORDERABLE ITEMS WILL BE SHIPPED RIGHT
AFTER ITEMS ARE AVAILABLE IN STOCK.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
NO, THE SHIPPING ADDRESS CANNOT BE MODIFIED. FOR
ANY DOUBTS, PLEASE CONTACT US AT
ECOMMERCE@DEARHOOP.COM.
HOW CAN I TRACK MY ORDER?
WHEN THE ORDER WILL BE TENDERED TO THE COURIER,YOU WILL RECEIVE AN EMAIL FROM DHL PROVIDING THE
TRACKING NUMBER (AWB) RELATED TO THE ORDER. TO
MONITOR THE STATUS OF YOUR ORDER, YOU MAY VISIT
DHL OFFICIAL WEBSITE HTTP://WWW.DHL.COM/EN.HTML AND INSERT THE GIVEN AWB NUMBER IN THE
SPECIFIC AREA “TRACK YOUR SHIPMENT”.
WHERE CAN I FIND SIZE AND FIT INFORMATION?
CLICK ON ‘SIZE GUIDE’ ON EACH ITEM’S PAGE TOVIEW OUR CONVERSION CHART. FOR MORE INFORMATION,
DO NOT HESITATE TO CONTACT US
AT ECOMMERCE@DEARHOOP.COM.