F.A.Q.
Order placement
How do I place an order?
1. Click on the icon of the item you like in the catalog.
2. At the page of the selected item, go over its characteristics, choose the right size and hit "Add to Cart". Once the item is added, you may return to the catalog.
3. Having selected all the goods you need, go to the Cart tab by clicking on the button in the upper right-hand corner.
4. Hit "Log in to continue." If you already have an account at our website, enter your email and password or log in through a social network account.
5. If you do not have an account with us yet, enter your email, create a password, and click on "Register" or register through a social network account. After logging in, you will be redirected to the Cart, where you can complete your order.
6. If you have a promo code, enter it in the relevant field, and the cost of your order will be amended automatically. Re-check the list of the goods and click on "Next."
7. Select a delivery option that suits you the best. You will be required to enter your address for courier or postal delivery. Click on "Add new address," fill out the form, and hit "Next." If you provided your address in one of the previous orders, just select it before hitting "Next." If you choose delivery by PickPoint, a window will pop up where you will be able to select the postamat or pick-up point where you would like to receive the order.
8. Select a payment method. If you are paying by credit card, enter its details and click on "Pay Now." For other payment methods, hit "Next" to confirm your order.
9. Congratulations, your order has been placed! The confirmation of your order will be sent to your email address.
Can I place an order at your website without registering?
Unfortunately, it is not possible. To place an order, you need an account. The registration won't take you more than a minute.
Can I place an order by phone?
Sure, call us at +7 495 908 97 96. We will help you find the goods you need and complete your order.
Are goods in the Cart laid away?
Goods in the Cart are not laid away until the order in completed. To lay away a certain item, call us at +7 495 908 97 96 or send an email to customer@darkroomstore.com.
How do I know if my order is being processed?
After your order has been placed, you will receive an order confirmation email. Once it is sent, the processing of your order has begun.
How do I amend my order?
We recommend that you look over your order carefully before completing it to make sure that you have selected the right size, color, and quantity of the goods. It is not possible to amend an order once it has been placed – you would have to cancel it and place a new one. If you wish to cancel your order, please contact us at your earliest convenience by calling +7 495 908 97 96 or send an email to customer@darkroomstore.com.
Payment
How do I pay for my order?
We accept three methods of payment: by credit card at the website, by credit card to the courier or at a PickPoint terminal, and by cash to the courier or at a PickPoint terminal.
Can I use several payment methods to pay for one order, splitting the amount between credit card and cash payments?
Unfortunately, it is not possible. The entire amount has to be paid with one method.
What if my credit card payment was not processed because of an error?
Call us at +7 495 908 97 96 or send an email to customer@darkroomstore.com. We will make sure the problem is solved.
Delivery
How much is the delivery fee?
Delivery to addresses in Moscow and St. Petersburg is free of charge, and shipping fee to other Russian cities is 500 rubles.
How soon will my order be shipped?
An order is submitted to the selected delivery service on the next workday after the day of its placement.
How long will the delivery take?
The exact time of delivery depends on your address and the selected delivery option. We deliver goods to addresses in Moscow and St. Petersburg within 3 workdays from the day of the order confirmation. Delivery to other Russian cities takes up to 7 workdays.
Can I collect my order on my own?
We do not offer customer pick-up option, but you can order delivery via the PickPoint service. Your order will be delivered to a postamat or a pick-up point, where you can collect it at your convenience.
How do I track my order?
Once your order has been submitted for delivery, you will receive an email with a parcel tracking number. With this number, you will be able to track your order in a mobile app or at the website of the selected delivery service:
- DPD courier delivery http://www.dpd.ru/ols/trace2/extended.do2;
- The Russian Post https://www.pochta.ru/tracking;
- the PickPoint service https://pickpoint.ru/monitoring/.
Can I have my order collected by a third person?
Yes, you can. In the event of a PickPoint delivery, he or she will only need to present the code we will send you via SMS. In the event of a courier or postal delivery, the third person in question will need to have a letter of attorney for the collection of your order, his or her passport, and the order details (shipment confirmation, tracking number).
Can I try clothes on before buying them?
Unfortunately, this service is not available in our shop.
Returns and replacements
Can I cancel my order?
Yes, you can. To cancel your order:
1. Click on your name in the upper right-hand corner of the page to enter your account.
2. In your account, go to the Order History tab.
3. Select the order you wish to cancel and click on "See Details."
4. At the page of the order, hit "Cancel."
5. Specify the reason for the cancellation.
6. Click on "Send Request."
You can also cancel your order by calling us at +7 495 908 97 96 or sending an email to customer@darkroomstore.com.
Can I return or replace the goods I have bought?
Yes; you can return or replace the goods from your order within 14 days from its receipt.
How soon will I get my refund for the returned goods?
We will transfer the amount to your credit card within 10 workdays after receiving the goods back, provided their condition meets the requirements for returned goods.
How do I use a promo code?
When placing an order, enter your code in the "Promo Code" field. The total cost of your order will be amended automatically in accordance with your discount.
Miscellaneous
Are your goods authentic?
We guarantee high quality and authenticity of all our goods. All items offered by the Darkroom store have been selected in cutting-edge show rooms at European fashion weeks.
Will my personal data be safe with you?
We guarantee confidentiality of all the personal data that you enter at our website. Should you have any questions, please refer to our Privacy Policy.
I have forgotten my password. What do I do?
To restore your password:
1. Click on "Forgot Password" at the account login page.
2. In the pop-up window, enter your email and hit "Restore Password."
3. You will receive an email with a temporary password.
4. Enter the temporary password at the website.
5. You have logged in successfully!
6. We recommend that you set a new password in the Personal Details section of your account.
