customer care

pre-orders

All pre-order items are made to order, and will be shipped to you once the item is complete and ready for shipment within the time that is stated on the item’s purchase page. In case the merchandise in pre-order fails in delivery, dissimilis.com will promptly inform and refund customers. dissimilis.com will not be held responsible for a delay in shipment caused by circumstances beyond the control of dissimilis.

* In pre-order purchases credit cards are debited at the moment the order is placed.

making changes to your pre-order

You may only update the size of your pre-ordered item only while the pre-order event is still active on the site. A new order will have to be placed should you wish to make additional changes. Should you require any changes to your order, please contact customersupport@dissimilis.com.

cancelling a pre-order

You may only cancel a pre-ordered item if the pre-order event is still active on the site. After a pre-order event has ended, the order may not be cancelled unless the shipment has been unavoidably delayed past the stated estimated delivery window. Any other cancellation requests are at the discretion of dissimilis.com.

Please contact customersupport@dissimilis.com immediately, if you would like to cancel an order.

returning a pre-order

Due to the fabric, component and labor involved in made to order, we are unable to process refunds for any orders made. If you are not happy with your product for any reason, please contact customersupport@dissimilis.com, and we will do our best to assist you.

payment methods

We currently accept Visa, MasterCard, American Express, Visa Debit, and Discover. dissimilis securely processes all transactions via Stripe, which encrypts all card numbers for added security.

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

shipping & delivery

Customers are responsible for any and all shipping costs associated with delivery of orders as indicated at the time of purchase.

Orders can only be delivered to addresses within the domestic US (this excludes Hawaii and Alaska). We are unable to accommodate shipment to PO boxes or APO addresses.

Deliveries shall be made to the address provided at the time of order placement. It is the customer's responsibility to check the accuracy of this information prior to final confirmation of the order.

The estimated delivery window for pre-order items is located on the item's product page, checkout page, and (once you have purchased an item) this information will be reflected in your confirmation email. If you created a customer account on dissimilis, you will also find this information in your "Order History" when logged in.

*Inclement weather conditions are not factored into delivery time and may cause delays.

package insurance

dissimilis.com insures every package against theft and accidental damage while in transit, until it is delivered to your specified address. Once the package is delivered, we are no longer responsible for your purchased goods. If you are sending this package as a gift, the person who signs for the package confirms receipt and is accountable for the merchandise. If your box is damaged upon arrival, we recommend that you refuse the delivery. Please notify customer support at customersupport@dissimilis.com, if you have refused a package.

tracking

Once an order is shipped, you will receive an email notification containing order details and a tracking number, to track the order online. Please note, it may take up to 24 hours after receiving the notification for a tracking number to activate, as the parcel may not be scanned in at the first courier-specific sorting facility immediately.

returns & exchanges

You may return items for any reason, within 7 days of receipt of the item - only if all below conditions are met:

Items must be returned in the same original condition: neatly packed in the original packaging with original tags attached, including any boxes, hangers, garment bags, and other signature packaging materials.
Items must be unused, unworn, unwashed, unaltered and undamaged.
The dissimilis packaging must not be used as the external parcel for the shipment.
A return request must have been made and approved by contacting customersupport@dissimilis.com, prior to the item(s) being returned.

*Returns can only be made by first contacting us, at customersupport@dissimilis.com. A member of our support team will assist you with instructions and also issue a return label for the item(s).

All returned items will be inspected to ensure above conditions are fully met. Only if all above conditions are met, dissimilis will issue a full refund back in the original form of payment. Please allow up to 48 hours to process a return once we receive your item(s). You will be notified via email once your return has been successfully completed.

If all above conditions are not fully met, the item will be returned back to the customer at his own cost.

dissimilis.com does not offer direct exchanges at this time. If you are interested in securing an alternative size, a new order would need to be placed and the original unwanted item would need to be returned.

For assistance with returns or exchanges, please contact customersupport@dissimilis.com and provide: the order number, the reason for return, and whether it’s a request for product exchange or a refund.

terms & conditions

The General Terms and Conditions of Online Sale (the “Terms”) govern your use of the website operated by DISSIMILIS, LLC through dissimilis.com (the “Website”), including for the sale of dissimilis products (hereinafter the “Products” or “Product”) to you (hereinafter the “Client”). All Clients wishing to make a purchase from the Website represent and warrant that they are not acting on a commercial basis but rather purchasing the Product as or on behalf of the end consumer, and further represent that they are not a minor. The Terms can change and be subsequently amended by dissimilis; the respective applicable General Terms and Conditions of Online Sale shall be applied when an order is placed. Therefore, the Client should consult the Terms on a regular basis so the Client is aware of the version applicable when placing orders.

By using the Website, you agree to be bound by the Terms as then posted here and on our Website’s Privacy & Terms Page, which is available at https://www.dissimilis.com/privacy-terms.

contact us

If you have any questions or suggestions please contact us at info@dissimilis.com.

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