CUSTOMER CARE
Order Tracking
Follow your DIID order from confirmation to delivery.
Track Your DIID Order
Follow your DIID order from confirmation to delivery. Tracking becomes available once your order has been dispatched.
If you have a DIID account
Sign in with the email address used for your order, open Orders and select the order to see its status and courier tracking.
If you checked out as a guest
Open your shipping-confirmation email and select Track your order. Can't find it? Check your spam folder, or send us your order number.
Understanding Your Order Status
| ORDER STATUS | MEANING |
|---|---|
| Order Confirmed | We have received your order and confirmation has been sent. |
| Processing | Your order is being verified, prepared and packaged. |
| Partially Shipped | Some products have been dispatched separately. |
| Shipped | Your order has been handed over to the delivery courier. |
| In Transit | Your package is travelling through the courier’s delivery network. |
| Out for Delivery | The courier is expected to attempt delivery soon. |
| Delivery Attempted | The courier tried to deliver but could not complete the delivery. |
| Delivered | The courier has marked your package as delivered. |
| Delayed | Delivery is taking longer than originally estimated. |
| Cancelled | Your order has been cancelled and will not be dispatched. |
| Refunded | An approved refund has been issued to the applicable payment method. |
When Will Tracking Become Available?
Tracking information becomes available after your order has been dispatched.
Please allow up to 24 hours after receiving your shipping-confirmation message for the courier’s tracking information to become active.
An order-confirmation email confirms that we have received your order. It does not mean that the order has been shipped.
Multiple Packages
Products from the same order may occasionally be dispatched in separate packages.
If this happens, each shipment may have its own tracking number and estimated delivery date. You will receive tracking information for every package.
An order may display Partially Shipped until all packages have been dispatched.
Delivery Updates
Delivery updates may be sent through:
- SMS
- Your DIID account
- The courier’s tracking service.
Please ensure that the email address and mobile number provided during checkout are complete and correct.
Tracking Has Not Updated
Courier tracking may not update immediately after dispatch. Please allow up to 24 hours for the courier to scan and register your package.
Tracking may also update more slowly during:
- Weekends
- UAE or destination-country public holidays
- Promotional and sale periods
- Customs clearance
- Severe weather
- Courier disruptions
- Other circumstances outside DIID’s reasonable control.
If there has been no tracking update for more than 48 hours, please contact DIID Customer Care.
My Order Is Delayed
The delivery date displayed in your tracking information is an estimate and may change.
If your estimated delivery date has passed, please check the latest courier update before contacting us.
For international orders, customs inspections, import procedures or unpaid duties may affect the delivery timeframe.
My Order Shows as Delivered
If your tracking information shows Delivered but you have not received the package, please:
- Check with members of your household
- Check with your building reception, concierge or security
- Look around at any secure delivery location
- Check with your neighbors
- Review any delivery photograph or notice
- Contact the courier using the tracking information provided.
If you still cannot locate your package, contact DIID Customer Care and provide your order number and tracking number so that we can investigate.
Delivery Attempted
If the courier was unable to complete your delivery, it may attempt delivery again or contact you to arrange another suitable time.
Please respond promptly to calls, messages or WhatsApp communications from the courier.
An additional delivery charge may apply when an order must be resent because of repeated unsuccessful delivery attempts, an incorrect address or an unavailable recipient.
Can I Change My Delivery Address?
Contact DIID Customer Care immediately if your delivery address is incorrect.
We may be able to update your address before the order is prepared or dispatched. Once your order has been handed to the courier, changing or redirecting the delivery address cannot be guaranteed.
International orders cannot normally be redirected to another country.
I Did Not Receive an Order Confirmation
If you completed payment but did not receive an order-confirmation email:
Check your spam or junk folder.
Confirm whether payment was successfully completed.
Check that you entered the correct email address.
Sign in to your DIID account and review your orders.
Contact DIID Customer Care if the order is still not visible.
Please do not place a duplicate order until you have confirmed whether the original order was successful.
Tracking International Orders
International tracking may display fewer updates while your order is travelling between countries or undergoing customs clearance.
The courier or customs authority may contact you for identification, address confirmation, customs documents or payment of applicable import charges.
Unless expressly included at checkout, customers are responsible for applicable customs duties, import taxes and clearance fees.
Tracking Security
Only use tracking links received from DIID, or the courier assigned to your order.
DIID and its delivery partners will never ask you to provide your account password, verification code or complete payment-card information to track a package.
Do not share your tracking link publicly because it may contain information relating to your order and delivery.
Need Help with Your Order?
If you cannot track your order or need assistance with delivery, please contact:
DIID Customer Care
Email: info@diid.ae
Telephone: +971 56 690 9950
Address: Dubai Marina, Dubai
Website: diid.ae
Tracking not updating?
If there has been no update for more than 48 hours, contact customer care with your order number.