Lost your order and the full delivery timeframe has passed? Please follow these simple steps to help resolve the issue:

1. Confirm your shipping address: Ensure the shipping address provided at checkout is correct. Orders can often be delayed or misdelivered due to incorrect or incomplete delivery addresses.

2. Check your order confirmation email: After placing your order, you will have received a confirmation email containing your order details and tracking number. If you cannot find this email, check your Spam and Junk folders.

2. Track your order: Use the tracking number provided in your shipping confirmation email to check the status of your order. Visit the courier's website and enter your tracking number to see your parcel's latest updates.

4. Look for delivery attempt notices: If you were not home at the time of delivery, your courier may have left a note to indicate that your order is waiting at a local depot, or has been rescheduled for delivery at a later date. Check with your neighbors or anyone in your household who may have accepted your parcel on your behalf.

5. Contact the courier: If your tracking information is unclear or hasn't updated for more than 7 days, please reach out to the courier directly. They will be able to provide more detailed information on the status of your parcel.

If you have followed the above steps and are still unable to locate your order, our Client Services team will be happy to help. Please contact our team support@dyotima.com with the following information:

• Order number, Email Address, Shipping Address and Phone Number linked to the order
• Tracking information
• Any previous correspondence with the courier

We are committed to ensuring you receive your order as quickly as possible and we appreciate your patience and understanding.

Please allow for possible delays. External factors like weather conditions, high shipping volumes during busy periods, or customs processing for international orders may cause delays.

Order processing can take 1-3 days, after the timeframe has passed your order will then be shipped.

If you would like to update your shipping address please send us an email at support@dyotima.com as soon as possible.

Once you've received a dispatch confirmation email, your order has already been fulfilled and is on its way—at that point, we're unable to make changes to the shipping address.
If the address provided was incorrect and the parcel has already been dispatched, we’ll need to wait for it to be returned to us before we can resend it. Once it arrives back, we’ll reach out to confirm the correct details and arrange for redelivery.

Please note that a second postage fee will apply.

We kindly ask customers to double-check their shipping information before placing an order, as we cannot take responsibility for address errors made at checkout.

Once an order is placed, it begins processing immediately—so changes are generally not possible.

However, in exceptional circumstances, we offer a 30-minute grace window from the time of purchase. If you need to request an amendment, please email us at support@dyotima.com within that timeframe, quoting your order number and providing full details of the change you'd like to make. We’ll do our very best to help.

Please note: After the 30-minute window, all orders are considered final

We take great care to ensure every parcel leaves us in perfect condition, but we understand that mishaps can happen during transit.

If your items arrive damaged, please contact our Client Services team as soon as possible. Our team will be happy to resolve this for you. Please include the below information when contacting the team support@dyotima.com:

• Order number
• Email Address
• Shipping Address
• Phone Number linked to the order
• Photograph of the item in full (must be clear)
• Description of the issue

Kindly hold onto all damaged items until we've reached a resolution—this ensures we can process your claim properly.

We’re so sorry for the mix-up. If your order includes an incorrect item, please reach out to our Client Services team at support@dyotima.com as soon as possible so we can make it right.

To help us resolve this swiftly, please include the following details in your email:

• Your order number, email address, shipping address, and phone number linked to the order
• A description of the incorrect item received
• A list of any missing items from your parcel
• Photos of the items received, including sizing labels

Please note: We’re only able to investigate incorrect items reported within 2 weeks of delivery.

We’re so sorry to hear that something’s missing. If your parcel arrived incomplete, please contact our Client Services team at support@dyotima.com as soon as possible so we can look into it and make things right.

To help us investigate quickly, please include the following in your message:

• Your order number, email address, shipping address, and phone number linked to the order
• Photos of the items you did receive
• A list of the missing item(s)
• Photos of the parcel itself—especially if it arrived damaged or opened

Please note: Missing items must be reported within 7 days of delivery so our team can properly investigate.

Please refer to our size guide here. We can try to help you as best as we can. We encourage you to measure yourself and to refer to model sizing for guidance.

Investing in your wardrobe means cherishing each piece—and that includes how you care for it. Below is our guidance for keeping your lingerie beautiful for longer:

Hand-Washing (Recommended)
Treat your lingerie with the tenderness it deserves. Use a gentle detergent in lukewarm or cold water, and avoid scrubbing, which can cause delicate fabrics to fray or lose shape. Instead, rinse softly, handle with care, and lay flat to air-dry for a flawless finish.

Machine-Washing (If Needed)
When hand-washing isn’t possible, place your items in an underwear care bag to shield them from friction, and wash on a delicate cycle (cold or lukewarm water temp). To maintain softness and fit, never tumble-dry—always lay flat to air-dry, allowing your lingerie to retain its shape and gentle texture.

At this time, we do not offer gift cards. Each piece in our collection is designed to be chosen with intention, and we encourage you to select items directly for yourself or as a gift. If you’re shopping for someone special, we recommend exploring our sizing guide and product details to ensure the perfect fit. Our team is always happy to help with styling suggestions or guidance so your gift feels personal and meaningful.