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FAQ

When you choose D1 Milano, you become an important part of our value chain. Because we want your time with us to be efficient and rewarding, here are answers to some Frequently Asked Questions about our site, products and policies. If you have a question that isn’t addressed here, please contact us directly at info@d1milano.com

ORDERING

How do I place an order?
Simply add the item you wish to purchase and add it to your shopping cart. Proceed to the checkout page, fill in your personal information, and enter your payment details.
How do I enter a discount code?
Look for the discount code space in your shopping cart. The discount will immediately be reflected in your payment total.

Please note that we accept only one discount per order.
How do I know if my order went through successfully?
Once our warehouse processes your payment, we will send an order confirmation to the email address you provided when placing your order. You may also set up an account on our site that will allow you to view your order status. If anything is unclear, please contact us.
Is it possible to change or cancel my order?
Please contact our Customer Service as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible we may still be able to change or cancel it.

PAYMENTS

What payment methods can I use?
Credit cards (Visa, Mastercard and American Express), which is processed via Stripe Inc., or PayPal are accepted.
Why didn’t my payment go through?
Check to see if your billing address is different from your order’s shipping address. Adyen, our payment system, automatically blocks these transactions for your protection. In that case, we recommend you use another payment method.

DELIVERY/SHIPPING

When will my order arrive?
We work to fulfill our orders as promptly as possible. Our warehouse begins processing your order the business day after it is submitted. Expect to receive your order 3 to 5 business days from that date, keeping in mind that packages aren’t transported over weekends or local public holidays.

Please note that our expected timeframes are estimates and can vary due to factors outside of D1 Milano’s, and the courier’s, control. Promotional campaigns may also impact order turnaround.
Will I be able to track my order?
Yes! You will receive a tracking number once your order has been dispatched from our warehouse. Contact us at info@d1milano.com if you do not receive your order, and we will look into the situation.
From where are orders shipped?
Orders for shipment to Asia, Oceania, the Middle East and Africa are shipped from our Hong Kong warehouse. Orders for Europe and the Americas will arrive from Ulestraten (Netherlands).

RETURNS AND EXCHANGES

Do you accept returns?
As an important part of our value chain, we offer a 14-day return policy. You will receive a full refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included). For return instructions, please see the “How do I return an Item” section or contact Customer Service at info@d1milano.com.

Please note shipping fees will be applied to the exchange, according to the destination.
Do you offer exchanges?
Yes, within 14 days of receiving your order. As with returns, the item you wish to exchange must be in mint condition with all original packaging and components. You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product.

Please note shipping fees will be applied to the exchange, according to the destination.
I received the wrong product. What do I do?
We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item, or your order is damaged, please contact us within 14 days so we can work with you to correct the issue.
How do I know D1 Milano has received my return?
We will send you an email confirming receipt of your return. Your refund will reach you approximately 3 to 5 days after that email.

If you have not received an email within two weeks of the date you shipped your return to us, please contact Customer Service with your order and tracking numbers so we can assist you.
How long does processing returns take?
Once we receive your email requesting the return, we will email you instructions about how to pack and ship your item. Once we have received the package, we will process your refund within 7 business days and send you a notification to the email address you provided with your transaction. Expect the refund to be reflected on your credit card or PayPal account up to 3 days after that point.
How do I return or exchange an item?

We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service and write to our Customer Service the tracking number to info@d1milano.com-.


Please follow the below process for returning your parcel to us:


  1. Re-pack the item in its original packaging with labels and tags still attached.
  2. Cover your address label with the D1 Milano address for returns (point 4.)
  3. Return the package by using the Post Office counters or scheduling a Pick Up with the Courier (DHL, GLS)
  4. Obtain proof of postage from the Post Office/Courier. Please do not post the package through the post box without obtaining a certificate of posting and tracking number.
  5. Keep your certificate of postage safe as you will need this as your proof of return
  6. Keep your certificate of postage safe as you will need this as your proof of return Please return your item to the following address and add your order number. Use the template below:

  7. Europe (including UK, Switzerland)
    Luminal Agency Ltd p/a
    KWL European warehousing & Logistic
    Bamfordweg 1, 6235 NS Ulestraten
    The Netherlands
    Rest of the world
    Luminal Agency Ltd
    Room 803, Floor 8, Lai Cheong Factory Building
    479 Castle Peak Road
    Cheung Sha wan
    Hong Kong

Once we receive the product to our warehouse, we assess its condition (in original packaging with all components and accessories included) and then we will proceed with the refund or change of the product.

WARRANTY AND REPAIR

Does D1 Milano offer a warranty?

For items purchased from our website, our warranty is for two years from the date of purchase on Polycarbon Collection and three years for Project 701 Collection. We will replace or repair your watch if the defect is covered by the warranty. This warranty covers manufacturing defects due to faulty material or workmanship only on the watch itself (movement, glass, case) under normal condition of use. Parts other than the above are not covered by this warranty.

 

To have a replacement item covered under this warranty, use our contact form on d1milano.com and choose “Warranty and Repair” in the subject line. Specify your name, address and a scan of the valid purchase proof or order number references if purchased through our website, and a detailed description of the problem at hand.

 

Note that repair/replacements will not be processed under the warranty in the following cases:

  • Failure or damage caused by improper use or carelessness (dents, crushing, broken glass, etc.)
  • Failure or damage caused by unjustifiable repair or customization
  • Esthetical changes that occur during normal wear and tear and aging (minor scratches, alteration of the color on the case/band, peeling of the plating)
  • If no purchase proof is available
  • Battery replacement

 

Note that the case, dial, hands, band or other parts may be replaced with substitutes if the originals are not available.

 

This warranty warrants that you may receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.

 

For items purchased from offline stores, please send your request directly to the store. Our warranty is for one year from the date of purchase. We will replace or repair your watch if the defect is covered by the warranty. This warranty covers manufacturing defects due to faulty material or workmanship only on the watch itself (movement, glass, case) under normal condition of use. Parts other than the above are not covered by this warranty.

 

To have a replacement item covered under this warranty, use our contact form on d1milano.com and choose “Warranty and Repair” in the subject line. Specify your name, address and a scan of the valid purchase proof or order number references if purchased through our website, and a detailed description of the problem at hand.

 

Note that repair/replacements will not be processed under the warranty in the following cases:

  • Failure or damage caused by improper use or carelessness (dents, crushing, broken glass, etc.)
  • Failure or damage caused by unjustifiable repair or customization
  • Esthetical changes that occur during normal wear and tear and aging (minor scratches, alteration of the color on the case/band, peeling of the plating)
  • If no purchase proof is available
  • Battery replacement

 

Note that the case, dial, hands, band or other parts may be replaced with substitutes if the originals are not available.


This warranty warrants that you may receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.

WATCH SPECIFICATIONS

What materials do you use on your watches?
D1 Milano uses a high-quality plastic called Polycarbon, which is very light but has a great deal of strength and durability. This material is applied on the bracelet and the case. We apply a Soft Touch coating to give the material an unexpectedly supple feeling and incredible matte finishing.

Other watch parts – hands and indexes, crown, back case and buckle – are made of 316 Low Carbon Grade stainless steel with a brushed or sandblast finishing. The Premium collection come with a 316L stainless steel bezel. The Project 701 Collection is entirely made in 316L stainless steel. The strap is Natural Rubber.
What type of movement do your watches use?
The Polycarbon Collection uses a Japanese Quartz Movement.

The Project 701 comes with a Japanese Mechanical or Automatic Movement.
Are D1 Milano watches water-resistant?
Our Polycarbon Collection watches are water-resistant to 5 ATM.

Our Project 701 Collection watches are water-resistant to 5 ATM.