Frequent Questions

I have not received my purchase confirmation

The confirmation of your purchase arrives immediately to the email that you have left us in contact, be sure to check the spam or other tray of your email as it is possible that it got there. In case of not being found, just let us know your full name and contact telephone number in any of our service channels to review it together.

Why does the confirmation arrive in the Spam or others tray?

Your email security filters the emails with which you have the most frequency to speak and those that are completely new usually go to the reference trays. So you can add us as a contact or simply check that our responses reach to your main tray.

How do I know if my size is correct?

Because our sizes are international, sometimes they differ from those we are used regarding different countries, so please refer to our size guide at the bottom of each page. 

One of the best ways that we inform our clients when deciding the size of their shoe, is through the size table that we have at the end of the descriptions of our products. In the table you can find the centimeters of the shoes. Thus, if the foot is measured, the chances of choosing the wrong size are very low.

Remember that even so and the footwear does not go well, you only have to tell us that your size is not correct and we will be able to make the corresponding change (FREE).

I already received my order number #, now what do I do?

Once you have received your order number, you just have to wait for our email with the generation of the tracking number so that you can check the status of your order. Please note that the generation is automatic and when you receive it, the Post system may not be updated yet, so we ask you to try again in the following business days.

I received my tracking # but no information appears or appears as missing

As indicated in point 3, you received your tracking number # that was generated automatically so it may not be updated on the official platform, so we share guidance search platforms to be able to consult the movement. We recommend starting tracking within the following business days.

UPDATE 05/2020: Due to the contingency of reopening services in the Post Office locator, only one of the first instances of the order is being reported as "pending deposit", this confirms that the order has already started distribution but is not updated in the Post page. If the following days persist, do not hesitate to contact us and see the current situation together. Always consider our delivery times to contemplate the tentative date of receipt.

Where do they send my orders?

Diuty works in cooperation with international transport companies such as: FedEx, UPS, DHL,  and MRW.

Once the order gets to the country, We send them by the nearest Local Post Office of each country. If you want to track your order # you can do it by Clicking here

In your first search, information such as “pending deposit”, “pre-registered” or others may appear, do not worry, it is the same that appears by default when is created. You can learn more information about the delivery and / or estimate in the following business days.

Why haven't I received my order?

If we have confirmed your order # and tracking #, it means that your order is in progress and we are respecting the established times. If you have questions you can read our shipping section and more at here

Only if we are outside the established deadlines, do not hesitate to let us know your concern with your order number at info@diuty.com

Can I change, cancel or return my order?

Depending on the case you can make the change, return and / or cancellation of your order, you can find more information at our Returns Policy


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Easy 14 day Returns

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6 - 10 Shipping Days