Help Center

Welcome to the DILIU Help Center. Below you will find general guidance on how shopping on DILIU works. For anything specific to a product or order — including delivery, returns or after-sales — the conditions are set by the seller offering that product, and the relevant details appear on the product page, at checkout and in your order communications.

About DILIU

DILIU is an online marketplace that connects European manufacturers and brands with customers around the world. DILIU provides the platform, the checkout and payment facilitation, and routes communication between you and the sellers. DILIU acts as an intermediary: the sales contract for any product is concluded directly between you and the seller offering it, who is responsible for the product, its description, its dispatch and all after-sales matters.

Because an order can include products from different sellers, items may be handled, dispatched and delivered separately, under each seller's own conditions.

Orders

How do I place an order?

Add the products you want to your basket, go to checkout, enter your details, choose a payment method and confirm. Before you confirm, you will see a summary including the price of each item and any shipping costs, taxes or other charges applicable to your order. You must be at least 18 years old, or the age of legal majority in your country, to place an order.

When is my order confirmed?

After you place an order you will receive an acknowledgement that it has been received. The terms applicable to the formation of the contract, acceptance and dispatch are those of the seller offering the products and are reflected in the order communications you receive.

Can I change or cancel my order?

Whether an order can be changed or cancelled, and until when, depends on the seller and the status of your order. If you need to amend or cancel, contact us as soon as possible and we will route your request to the relevant seller. Any statutory right to cancel a distance purchase that may apply to you is described on our Returns & Replacements page.

Do I need an account?

Some features require an account, and an account makes it easier to follow your orders and manage requests. You are responsible for keeping your login details confidential and for activity under your account. Please tell us immediately if you suspect any unauthorised use.

Products and pricing

Who is responsible for product information?

Product descriptions, images, specifications, availability and pricing are provided by the seller offering each product. Minor variations in colour, dimensions or finish can occur due to screen settings, photography and manufacturing tolerances. Questions about a specific product are best answered by the seller, and we can help route them.

What if an item is unavailable?

Products are offered subject to availability as managed by each seller. If a product becomes unavailable after you order, you will be informed and offered the options available for your order, which may include an alternative or a refund of the affected item.

Are taxes and duties included?

Prices are shown in the currency indicated at checkout. Any shipping, handling, taxes or other charges applicable to your order are shown before you confirm. For international orders you may be the importer of record and responsible for any customs duties or import taxes charged by the destination country.

Payment

Which payment methods can I use?

The available payment methods are shown at checkout. Payment is processed through DILIU's payment facilitation, and you confirm that you are authorised to use the chosen method.

Is my payment secure?

Payments are handled by third-party payment processors, and full card details are not stored on our own systems. Orders may be subject to fraud-prevention and verification checks.

Shipping and delivery

Shipping options, costs and estimated delivery times are set by each seller and shown at checkout before you confirm. As an order may include products from more than one seller, items may arrive in separate parcels on different dates. For general information, see our Shipping Rates & Policies page.

Returns and after-sales

Returns, refunds, replacements and warranty matters are handled by the seller of each product, in accordance with that seller's conditions and the consumer rights that apply to you by law. For general information and how to raise a request, see our Returns & Replacements page.

Your account and privacy

You can manage your details and orders from your account. DILIU processes your personal data in line with its Privacy Policy. To exercise your data-protection rights, contact us using the details below.

Contact us

If you have a question or need help routing a request to a seller, our support team is here to help.

Email: support@diliu.eu

Please include your order number where possible so we can direct your request to the right seller faster.