- Where is my order?
- Where do you ship my order from?
- Returns and Refunds
- Where is my return?
- Can I combine returns from different orders?
- I decided to keep my order, but have already completed the Return Form. What should I do?
- Where can I check my refund status?
- Can I receive my refund on a credit card that is different from the one I used for the order?
- Why can't I complete my order?
- When will my credit card be charged?
- Why is the amount I paid different from the amount of my order?
- Why did you charge me twice even though I only placed one order?
- Can I change my order and add other products or remove them?
- Can I combine two or more orders in one shipment?
- Can I cancel my order?
- Can I shop from my Mobile device?
- How do Promotional Codes work?
- More than 24 hours have passed and I still haven't received a Confirmation email. What should I do?
- Why have items that I added to my Bag disappeared?
- My Account and Newsletter
- How can I delete my account?
- I cannot log in to My Account. What should I do?
- Can I change the country of My Account?
- I don't receive your Newsletter. What should I do?
- How can I unsubscribe from your Newsletter?
Where is my order?
You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.
Don't have an account yet? Register now to enjoy exclusive services.
Where do you ship my order from?
We ship all orders from our U.S. distribution center.
Returns and Refunds
Where is my return?
You can check the status of your return at any time on the Follow your Return page.
Can I combine returns from different orders?
Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the
I decided to keep my order, but have already completed the Return Form. What should I do?
We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.
Where can I check my refund status?
ou can check the status on the Follow your Return page.
Can I receive my refund on a credit card that is different from the one I used for the order?
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
Why can't I complete my order?
Please check that you have correctly entered the data for your selected method of payment. Need further assistance?
When will my credit card be charged?
As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.
Why is the amount I paid different from the amount of my order?
The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.
Why did you charge me twice even though I only placed one order?
dunhill Online Store guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge.
Can I change my order and add other products or remove them?
Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.
Can I combine two or more orders in one shipment?
Unfortunately we are unable to combine two orders in one shipment, as order details are processed automatically.
As soon as the packages are shipped from our warehouse, you will receive a confirmation email for each order, with two separate Tracking Numbers and invoices.
Can I cancel my order?
We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our
Can I shop from my Mobile device?
Of course! You can navigate the mobile-optimized version of our website.
How do Promotional Codes work?
The Promotional Codes of dunhill Online Store give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.
To take advantage of a promotion, enter the code in the appropriate field at checkout and click "Apply". Only one Promotional Code can be used for each order.
If the code doesn't work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter.
More than 24 hours have passed and I still haven't received a Confirmation email. What should I do?
Check your spam folder and make sure that email@example.com and firstname.lastname@example.org are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.
If this doesn't work please
Why have items that I added to my Bag disappeared?
Until an order is concluded, items added to your Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.
My Account and Newsletter
How can I delete my account?
If you want to cancel your account, please
I cannot log in to My Account. What should I do?
When you register, dunhill Online Store recognizes the country in which you are located and automatically associates it to your account, which will be active only for that country's version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.
If you forgot your password, click the "Forgot your password?" link on the Login page and follow the procedure to change it.
For further assistance,
Can I change the country of My Account?
To transfer your account to the site of a country which is different from the one you registered with please
I don't receive your Newsletter. What should I do?
Try adding the "email@example.com" address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn't work,
How can I unsubscribe from your Newsletter?
If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.