Frequently Asked Questions (FAQ)

Have a question? Below you’ll find answers to the questions we get asked most often. Can’t find what you’re looking for? Email us at support@dina-mode.com and we’ll be happy to help.

About us

1. Who is behind Dina Mode?
Dina Mode is operated by HMU Commerce, a company based in the Netherlands. We sell to customers across the United States, and returns are handled through our returns address in New York.

Shipping & delivery

2. Do you ship to all of the United States?
We ship to all 50 states and Washington, D.C. Delivery to Alaska, Hawaii and remote or rural areas may take a little longer. We currently don’t ship to U.S. territories (such as Puerto Rico and Guam) or to APO/FPO/DPO military addresses.

3. How much does shipping cost?
Standard shipping is free on all orders, with no minimum purchase. Import charges are not included (see question 5).

4. What are your delivery times?
Orders placed before 6:00 PM Eastern Time (ET) on a business day start processing that same day. Processing takes 2–3 business days, and transit takes 4–9 business days. In total, you can expect your order within 6–12 business days. These are estimates, and delivery can occasionally be delayed by carriers, customs or severe weather. If we can’t ship your order on time, we’ll let you know by email, and you can choose to wait or cancel for a full refund.

5. Will I have to pay duties or import fees on delivery?
Possibly. Our orders are shipped to the United States from our international fulfillment partners on a DAP basis (Delivered at Place, formerly known as DDU). This means import charges, such as customs duties, tariffs, customs processing fees and carrier brokerage fees, are not included in our prices. They are set by U.S. Customs and Border Protection (CBP) and the carrier, and you pay them directly to the carrier. Read more in our Shipping Policy.

6. Do you deliver to PO boxes or parcel lockers?
No. We only deliver to the street address provided at checkout.

7. How can I track my order?
As soon as your order ships, you’ll receive an email with your tracking number so you can follow your package.

8. What if my package hasn’t arrived or is lost?
First, check the tracking information in your shipping confirmation email. Still no update after the estimated delivery time? Email us at support@dina-mode.com with your order number. If your package is confirmed lost, we’ll send a replacement or give you a full refund, whichever you prefer.

9. What if my order arrives damaged?
We’re sorry to hear that! Please email us at support@dina-mode.com within 7 days of delivery, with your order number and photos of the item and packaging. We’ll arrange a replacement or a full refund.

Returns & refunds

10. How do I return an item?
You have 30 days after receiving your order to request a return. Email us at support@dina-mode.comwith your order number before sending anything back. We’ll then send you instructions on how to return your item to our returns address in New York. Items sent back without a return request will not be accepted.

For a full refund, your boots must be unworn and unused (trying them on indoors on a clean surface is fine), with all tags attached and in the original packaging, including the shoe box.

11. Can I get a partial refund?
Yes, in some cases. If a returned item is missing its box or tags, shows minor signs of handling, or is incomplete, we may offer a partial refund. We’ll always email you the refund amount before it’s processed. Items that have clearly been worn outdoors can’t be returned. Read more in our Return & Refund Policy.

12. Who pays for return shipping?
If your item is defective, damaged or incorrect, we cover the return shipping. For all other returns, for example if you changed your mind, return shipping is at your own expense. We recommend using a tracked shipping service.

13. How long does a refund take?
Once we’ve received and inspected your return, we’ll email you to let you know whether your refund is approved. Approved refunds are issued in USD to your original payment method within 10 business days. Your bank may need a few extra days to process it.

14. Can I exchange my boots for a different size?
The fastest way is to return the item you have and place a new order for the size or style you want.

Payments

15. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. The available options are shown at checkout.

16. What currency are payments processed in?
All prices are shown and charged in U.S. dollars (USD). If your card uses another currency, your bank may apply its own exchange rate or fees.

17. Are my payments secure?
Yes. Our store runs on Shopify, which is PCI DSS Level 1 compliant, and our entire website is protected with SSL/TLS encryption. We never see or store your full card number.

18. How will I know if my payment was successful?
You’ll receive an order confirmation email. Didn’t get it? Check your spam folder or email us at support@dina-mode.com.

19. What should I do if my payment is declined?
Double-check your card details, billing address and available funds. If it still doesn’t work, contact your bank or card provider. You’re also welcome to reach out to us for help.

Privacy

20. How do you protect my personal information?
Our website uses SSL/TLS encryption, and we never see or store your full card number. We only use your information to process your order, provide customer support and, if you’ve agreed to it, send you marketing emails.

21. Do you share my data with third parties?
We do not sell your personal information. We only share it with trusted service providers when needed, for example Shopify, payment providers and shipping carriers, and with advertising partners where you’ve given permission. Read more in our Privacy Policy.

Contact information

Have a question, or just want to talk to us? Contact us via:

Store name: Dina Mode
Company name: HMU Commerce
Company Address: Middeleeuwen 24, 7722 ZB Dalfsen, Overijssel, Netherlands
Returns Address: 700 S Muirfield Rd, Los Angeles, CA 90005-3833, USA
Dutch Chamber of Commerce (KvK) number: 42132513
Phone: +1 213 579 6049
Email: support@dina-mode.com

Monday to Friday | 09:00 – 17:00 (ET)
Weekends | 11:00 – 16:00 (ET)

We aim to respond to your inquiries within 24 hours.