Frequently asked questions
Order Tracking
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with a tracking number and instructions on how to track your package. Simply follow the provided link to get real-time updates on the location and estimated delivery date of your order. If you have any further questions or need assistance with tracking your order, our dedicated customer support team is always available to help and can be contacted by emailing info@dmndsports.co.jp or phoning 03 6822 3820.
Why hasn't my order been shipped yet?
Some products are made-to-order, with a 4-6 week turnaround time. The estimated turnaround time will be specified on the product page. Stock products will be dispatched within 3 business days.
How long will my order take to be delivered to me?
Once your order has been dispatched, delivery generally take 2-10 business days, but may take longer depending on the destination. To get a more accurate estimate of the delivery time for your specific order, we recommend checking the tracking information provided or by contacting us by emailing info@dmndsports.co.jp or phoning 03 6822 3820.
Shipping & Returns
Does DMND Sports Japan ship internationally?
Yes! DMND Sports Japan can ship to any domestic or international address. However, international delivery may incur additional freight charges and will need to be quoted on a per-order basis. Please contact us by emailing info@dmndsports.co.jp before placing your order so that we can determine your shipping cost. Read our full shipping policy here.
What shipping carriers does DMND Sports Japan use?
The specific shipping carrier used for your order will be determined based on your delivery location. We have accounts with a number of carriers, including DHL, Australia Post, Toll and more. If you would like to use your own courier, let us know by emailing info@dmndsports.co.jp before placing your order and a discount code for free shipping will be provided to you for one-time use at checkout. Read our full shipping policy here.
Can I cancel my order after I have placed it?
Please contact at info@dmndsports.co.jp ASAP for order cancellation. Made-to-order or custom items cannot be cancelled once production has started. For stock items, the order can be cancelled before it has been dispatched. Once dispatched, the order will need to be returned at the expense of the customer for store-credit.
Do I have to pay to return my order?
For ‘change of mind’ returns, the cost of shipping will need to be covered by the customer. For faulty or damaged products, DMND Sports Japan will provide a pre-paid postage label for free shipping of the faulty item/s.
What do I do if my order is faulty?
Please contact our customer service team at info@dmndsports.co.jp as soon as you suspect the order is faulty. Please include your name, order number, a detailed explanation of the fault, and any related images or other proof of the fault. A team member will be in contact with you within 24 business hours.
Can I return custom items?
Unless the item is deemed faulty, custom products cannot be returned or exchanged. Please ensure all customisation details are checked carefully before placing your order.
How long do I have to exchange my order?
Items with customisation cannot be exchanged or returned unless the product is faulty or damaged. Non-custom items can be exchanged for store-credit within 30 days of receiving the item. Items must be in resaleable condition to be accepted as a return (new, usued, in original packaging, and with tags intact). To return an order, please contact our customer service team by emailing info@dmndsports.co.jp.
How long will it take to receive my refund?
Refunds may take up to 10 business days to be returned to your account.
General Enquiries
Can I order by phone or email?
Yes! At DMND Sports Japan, we understand that some customers prefer the convenience of ordering by phone or email. We offer multiple channels for placing your order to ensure a seamless and personalised experience. Our dedicated team will guide you through the ordering process, answer any questions you may have, and ensure that your order is processed smoothly. Just send an email to info@dmndsports.co.jp or call 03 6822 3820.
What forms of payment does DMND Sports Japan accept?
At DMND Sports, we offer various convenient and secure payment options to accommodate your preferences. We accept payment via bank transfer, allowing you to make a direct payment from your bank account. Additionally, we accept major credit cards, providing a quick and secure way to complete your purchase. For added convenience, we also accept PayPal, a popular online payment platform that offers secure transactions and buyer protection. With these flexible payment options, we aim to provide a seamless and hassle-free checkout experience for our valued customers.
Is it safe to use my credit card on the DMND Sports Japan website?
Absolutely! At DMND Sports Japan, we take the security of your personal and financial information very seriously. To ensure that your payment card information is handled securely and confidentially, our website uses industry-standard encryption and security methods. We protect your data from unauthorised access by using reputable payment gateways and strong security protocols, making online purchasing safe and secure. After the transaction is finished, we never save your credit card information on our systems. You can shop on the DMND Sports Japan website with confidence knowing that your personal and financial information is secure.
What does it mean when I get a "Merchant ID Invalid" error message when making a purchase online?
When you choose PayPal as a payment method, DMND Sports Japan passes on the shipping address for validation. The address for shipping must match the address for payment on your PayPal account to process successfully. This is to ensure your security and minimise fraudulent transactions.
I am struggling to place an order online, what can I do?
We sincerely apologise for any difficulties you may be having placing a purchase online. In order to provide a seamless and customised experience, we provide a variety of methods for placing your order. Our staff would be pleased to help you if you are having trouble placing an order on our website by processing it over the phone or by email. You can contact us by emailing info@dmndsports.co.jp or phoning 03 6822 3820.
Customisation
Can I customise the design of the garments?
Absolutely! At DMND Sports Japan, we specialise in true custom design. You can work closely with our in-house design team to bring your vision to life. We offer a range of customisation options, including color variations, logo placements, and embellishments, allowing you to create a truly unique look for your team.
Does customisation cost more?
At DMND Sports Japan, we believe in providing competitive, transparent pricing without hidden fees. Sublimated garments (including on field kits and select off field apparel) are fully customisable at no additional cost. This includes unlimited colours, logos, names and numbers. However, for cut & sew apparel and garments requiring additional logos or embellishments, there may be an extra charge to accommodate the increased customisation. Our dedicated sales team will gladly provide you with a detailed quote tailored to your specific customisation requirements, ensuring you have a clear understanding of any associated costs.
Can I include custom player names and numbers on my kits?
Absolutely! We offer the option to include custom player names and numbers on your kits as part of our standard customisation services. You can personalise each garment with the desired names and numbers for a truly unique look at no additional cost.
Can I request specific font styles for the text on my custom apparel?
Our in-house designers would be happy to provide a range of font styles for you to choose from when adding custom text to your apparel, or even use a font file you have sourced yourself. Whether you prefer a bold and modern font or a classic and elegant one, we strive to accommodate your preferences and create a design that aligns with your vision.
Can I request a specific color combination for my custom apparel?
We offer a range of color options for custom apparel at DMND Sports Japan. When it comes to sublimated apparel (on field kits and select off field garments), you have the freedom to choose any color combination you desire, as sublimation allows for unlimited colors and intricate designs. For cut & sew garments, the availability of color combinations may vary. While we strive to offer a wide selection of colors, certain cut & sew garments may have limitations or specific color options available. However, for larger orders that meet a minimum order quantity (MOQ), we can fully customise the colors to match your team’s branding or preferences.
My Account
How can I create an account?
A DMND Sports Japan online store account can be created on our Account portal! Simply enter your email address and click “register” to sign up. If you need any assistance, our IT team would be happy to help! Simply send us an email at info@dmndsports.co.jp and a team member will get back to you within 24 business hours. Please note that this is only for an online customer account, if you are interested in opening a bulk order account for your club or association, send us an email and one of our sales representatives will be in touch.
I forgot my account password, how can I reset it?
To reset your password, follow this link to our account reset form. If you need any assistance, our IT team would be happy to help! Simply send us an email at info@dmndsports.co.jp and a team member will get back to you within 24 business hours.
Where can I access my past order information?
If you are already have an online account with us, your past order information can be accessed by logging in here.
Otherwise, to access your past orders, send us an email at info@dmndsports.co.jp and one of our team members will assist you.
How do I delete my account?
We’re sorry to see you go! Accounts can be deleted by sending us an email at info@dmndsports.co.jp, along with your associated account email address.
Bulk Ordering
Does DMND Sports Japan offer bulk discounts?
Yes! We offer competitive pricing for bulk orders. Our sales team will be happy to discuss your specific requirements and provide you with a customised quote based on the quantity and customisation options. To get in touch with one of our account managers, send us an email at info@dmndsports.co.jp or call us on 03 6822 3820.
How can I place a bulk order?
To place a bulk order for your club, team, or association, send us an email at info@dmndsports.co.jp or call us on 03 6822 3820 and one of our account managers will get in touch with a personalised quote based on your requirements and quantities.
How long do bulk orders take?
Our standard turnaround time for bulk orders is:
- 4-6 weeks for sublimated, on field garments
- 6-8 weeks for cut & sew, off field apparel
Urgent orders can be placed with a higher priority turnaround time, at the discretion of DMND Sports Japan. Please let us know ASAP if your order is required by a specific date and we will do our best to accomodate your needs.
Clubs & Associations
Why should my club use DMND Sports Japan?
The benefits of using DMND Sports Japan for your club can be simplified into 3 main advantages:
1. Superior Customization Ability: At DMND Sports Japan, we pride ourselves on our true custom solutions that give you the flexibility to tailor every detail of your kits, teamwear, and merchandise. Our in-house design team works closely with your club to create bespoke teamwear and merchandise that perfectly aligns with your vision and reflects your unique identity.
2. Industry-Leading Turnaround Time: We understand the importance of timely delivery, especially when it comes to sporting events and competitions. Thanks to our streamlined production process, we are able to execute orders at industry leading turnaround times; to ensure you receive your new apparel and merchandise fast without compromising on quality.
3. Competitive Pricing Structure: Our dedication to be a transparent, value-driven sportswear apparel solution has influenced every aspect of our business, including our pricing structure. While offering superior customisation abilities and premium-quality products, we strive to ensure our pricing remains competitive within the industry.
Can DMND Sports Japan match my current uniform?
At DMND Sports Japan, we understand that understand that maintaining your club’s identity and brand image is of utmost importance. Our production and design teams are skilled at capturing and replicating the specific colors, logos, and design elements that define your club’s identity. Whether it’s a unique color scheme, distinctive logo placement, or specific design details, we will work closely with you to ensure that your new custom apparel seamlessly integrates with your existing uniform.
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