Question 1

Can I change or cancel my order?

Accepted Answer

Contact us as soon as possible with your order number. Once production or fulfilment has started, changes or cancellation may not be possible.

Question 2

Where is my order confirmation?

Accepted Answer

Check the inbox and junk folder for the email used at checkout. If it is missing, contact us so we can confirm the order.

Question 3

When will my order be dispatched?

Accepted Answer

📦 Made to order. Please allow 3–7 working days for production and dispatch. Delivery time begins after dispatch and depends on the service selected at checkout.

Question 4

How long does delivery take?

Accepted Answer

Products are made to order and require 3–7 working days for production and dispatch. Available delivery services, costs and carrier estimates are shown at checkout.

Question 5

Do you ship internationally?

Accepted Answer

Available countries, costs and estimates are shown at checkout. The 3–7 working day production and dispatch window applies before delivery begins. Local duties and taxes may apply.

Question 6

How do I track my order?

Accepted Answer

Use the carrier link in your dispatch email. Tracking may take a short time to update after dispatch.

Question 7

What is the return window?

Accepted Answer

You may notify us within 14 days of delivery that you wish to cancel an eligible online purchase, then return it within the following 14 days. See the Returns Policy for conditions and exclusions.

Question 8

Do you offer exchanges?

Accepted Answer

Direct exchanges are not currently guaranteed. Return an eligible item for refund and place a new order for the preferred size or product.

Question 9

What if my item is faulty or incorrect?

Accepted Answer

Email us promptly with your order number, a description and clear photos. Faulty or incorrect-item rights are separate from change-of-mind returns.

Question 10

How do I choose a size?

Accepted Answer

Use the Size Guide and the product description. If you are between sizes, choose based on whether you prefer a closer or more relaxed fit.

Question 11

Are all products the same fit?

Accepted Answer

No. Fit can vary by product, so always check the product description before ordering.

Question 12

How do I create an account?

Accepted Answer

Choose Account / Login, then Create Account. Verify your email before logging in.

Question 13

I cannot log in. What should I do?

Accepted Answer

Check your email and password, confirm your email is verified, then use Forgot password? on the customer login page.

Question 14

Where can I see order history?

Accepted Answer

Orders linked to your DD Active™ profile appear in My Account. Checkout orders may require synchronisation before they appear.

Question 15

Why is my discount code not working?

Accepted Answer

Check spelling, expiry, qualifying products and minimum spend. Some codes cannot be combined.

Question 16

Are payments secure?

Accepted Answer

Payment is completed through secure Shopify checkout using the payment methods shown there.

Question 17

How do pre-orders work?

Accepted Answer

A pre-order product will clearly state its estimated dispatch period. Orders containing pre-order and available items may ship together unless stated otherwise.

Question 18

How should I wash DD Active™ clothing?

Accepted Answer

Follow the garment care label. As a general rule, wash inside out on a cool cycle with similar colours, avoid bleach and fabric softener, and air dry. Do not iron prints directly.

Frequently asked questions

Orders

Shipping

Returns & exchanges

Sizing

Accounts

Payments & promotions

Product care