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FREQUENTLY ASKED QUESTIONS

Why should I set up a D’NA account?

  • Faster checkout, save your information to process your orders quickly
  • Track your order and review your order history with just a few clicks
  • Review your newsletter subscription

Do I need an account to shop on D’NA?

No, you can checkout as a guest without creating an account.

 

How can I reset my password?

To reset your password, click on the 'FORGOT YOUR PASSWORD’ link on the SIGN IN page. This will prompt a new window where you can enter your email address and receive a link to reset your password.

How do I unsubscribe from newsletters?

In order to change your account details simply log in to ‘my account’ and click on the account information link located on your account dashboard.

How can I change my account details?

To reset your password, click on the 'FORGOT YOUR PASSWORD’ link on the SIGN IN page. This will prompt a new window where you can enter your email address and receive a link to reset your password.

What currency are orders processed in?

Pricing of products are based upon figures calculated in U.S. Dollars (US$). Prices displayed in other currencies are a result from a conversion rate from U.S. Dollars accordingly.

What payment methods do you accept?

We accept Visa, MasterCard, American Express.

Can I pay with multiple credit cards or payment methods?

At this time, we can only accept one credit card per order. You are welcome to place separate orders with separate credit cards.

Does D’NA accept wire transfers?

At this time we do not accept wire transfers.

Are my transactions secure?

Yes, D’NA is PCI compliant and uses Payfort to process payments.

 

Are duties and taxes included in the pricing?

Product prices are exclusive of DDP. When you proceed to checkout any applicable sales tax and customs duty will be calculated on the total merchandise value and shipping charges.

How much are duties and taxes when shipping internationally?

These are calculated and paid based on the country's duties and taxes.

 

What countries do you ship to?

We ship worldwide, unless your delivery address belongs to a restricted zone where importations are not allowed. Your order will be shipped directly from the D’NA boutique.

What are your shipping rates and delivery time options?

Gulf Cooperation Council
$10 for 5-7 working days
$25 for 1-3 working days

Rest of the world
$55 for 5-7 working days

Please advise that shipping times may vary. D’NA is not liable for delays due to customs clearance or payment transaction.

Are packages insured and do I need to sign for them?

All packages D’NA sends require signature for delivery and are insured sagainst theft and accidental damage while in transit from our warehouse to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.

What shipping carriers do you use?

We use FedEx, UPS, DHL and Aramex. Your package will be shipped from the D’NA warehouse..

Are there any shipping restrictions on items you carry?

D’NA follows shipping restrictions based on international trading agreements and regulations. Therefore, we are unable to ship exotic skins outside of the GCC. Additionally, orders containing jewelry cannot be shipped to Russia or China and we are unable to ship pressurised or flammable items by air at this time. If you add a product to your cart that is unable to ship to your country, you will notified by customer service. If you have any questions, please contact customerservice@dnachic.com.

Can I ship to multiple addresses?

At this time, we are only able to ship your order to a single address. If you would like to ship to multiple addresses then you will need to place a separate purchase for each address.

Can I track my package?

Yes, once your order has been processed and shipped you will receive an email confirmation which will contain your tracking number. If you have registered with us, your tracking number will also be available on your account dashboard.

 

How do I know what size I am?

Please be advised that sizing varies amongst the designer collections that we carry. In order to help you decide the best size we have created a ‘size guide’ conversion chart to help you convert international sizes. The size guide conversion chart is located at the footer of our site.

In addition, you will find a ‘size and fit’ section listed under each product on our site. We are happy to help you with any further questions regarding size and fit, please email us at: customerservice@dnachic.com

Can I change or cancel my order once it is placed?

If you need to change or cancel your order, please email customer service at customerservice@dnachic.com.

Can I buy a gift card?

At this time, we are not offering gift cards.

How can I redeem a promo code?

Promo codes can be entered on the the shopping basket page.

Do you offer personal shopping services?

Our team of fashion experts will be happy to assist you with all of your shopping needs, please email us at customerservice@dnachic.com for further assistance.

 

Returns

We will gladly accept merchandise returns within 14 days from the date of receipt. Items must be returned in a new and unused condition with the designer garment tag and D’NA store tag attached. Items must be returned in their original packaging including: garment bags, dust bags, boxes and signature packaging material.

Once your items have been received and meet our our return policy guidelines, we will refund you via your original payment method. Please allow between 15-30 working days for the refund to reflect on your account statement, depending on your financial institution's policies. D’NA does not refund the cost of shipping, taxes or duties.

Exchanges

Customers interested in exchanging items must return the original item and then place a new order. The customer will receive a full refund for the retail price of the original item, according to our return policy.

Final Sale

Please note the following items are considered final sale and may not be returned:
◦ Books
◦ Jewelry
◦ Swimwear
◦ Special order items
◦ Altered merchandise
◦ Final sale items
◦ Vault items

Faulty goods

Goods are deemed faulty if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. We will use our best efforts to have the item repaired, replaced or refunded in a timely manner. Items that are damaged due to normal wear and tear are not considered faulty.

Please contact us at: customerservice@dnachic.com if you have any further questions.

 

Need Help?

Contact our customer service team

customerservice@dnachic.com