FREQUENTLY ASKED QUESTIONS

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We'll respond to your inquiry within 24 hours.

FAQ

CONTACT & SUPPORT

Please contact us through our Contact Page or DiaNorth Direct.

We're happy to assist with product-related questions, sizing and color inquiries, and custom order requests. We strive to respond to all inquiries within 24 hours.

PRICING & PAYMENT

Yes. DiaNorth does not process payments directly.

All payments are securely processed through KOMOJU as our primary payment provider and Stripe as our secondary payment provider. Both services comply with internationally recognized security standards for payment processing.

DiaNorth does not store your payment information. Any personal information related to your orders is managed appropriately in accordance with Japan's Act on the Protection of Personal Information (APPI).
For customers within Japan, the displayed price is the final price. All prices include applicable consumption tax, and no additional charges will be applied at checkout.

Please note that certain products, including knitwear and leather goods, may be subject to import duties. For these items, we take potential customs charges into account when setting our prices, helping to keep the retail price as low as possible. Any applicable duties or customs fees are the responsibility of the customer and may be collected upon delivery. If you have any questions, please feel free to contact DiaNorth Direct.
Within Japan, we accept credit cards, convenience store payments, bank transfers, and mobile payment services such as PayPay.

For international orders, available payment methods may vary depending on your location and the payment options supported at checkout.

Returns & Exchanges

Please contact us within 7 days of receiving your order. After reviewing the details of your case, we will provide guidance based on the specific circumstances.

If the issue is due to a manufacturing defect or if the item received does not match your order, DiaNorth will take full responsibility and work with you to resolve the matter appropriately.
If your order arrives damaged, defective, or different from what was expected, please contact us as soon as possible after delivery and include photographs of the issue.

We review each case individually and work closely with our suppliers and shipping partners to determine the most appropriate resolution. Depending on the circumstances, we may arrange a replacement, reshipment, refund, or another suitable solution.
The following items are not eligible for return, exchange, or refund:

Products that have been used

Products returned without original tags, accessories, or packaging

Products that have been modified or altered by the customer

Damage or staining that occurred after delivery

Customized or made-to-order products

The condition of each item will be evaluated on a case-by-case basis. If you have any questions regarding eligibility, please contact DiaNorth Direct before making your purchase.
Orders may be canceled before shipment.

As the shipping process may begin within 48 hours of placing an order, we recommend contacting us as soon as possible if you wish to request a cancellation.

Once an order has been shipped, cancellation or package interception is generally not possible. In such cases, we will assist you through our return process after the item has been delivered.

SHIPPING

Estimated delivery time varies by product:

DiaNorth Original: Ships within 2 business days, arrives in 4–10 business days
Customized products: 8–25 business days
Imported / overseas partner brand products: 15–42 business days

Tracking information will be provided once your order ships.
Yes. Delays may occur due to weather, customs, or international shipping conditions. While many of these factors are beyond our control, if a delay is confirmed, we will contact you promptly with the latest status.
We ship nationwide within Japan. Domestic shipping is included in the product price, with no additional charges at checkout. Once your order ships, we'll provide a tracking number, and your product will arrive carefully packaged.

*For customers ordering from outside Japan: shipping, customs duties, and import taxes are charged separately. Please request a quote before purchasing.

Brand & Products

DiaNorth is an outdoor lifestyle brand born in Hokkaido. Rooted in a perspective shaped by nature, we create products for people who keep moving — from everyday life to the outdoors. This isn't a brand for special moments alone. It's built to function in the accumulation of everyday effort.
To help you find products easily, our site menu is organized into three levels:

Level 1 (Category): Men's / Women's / Kid's / Outdoor / Pet
Level 2 (Season): Cold Season / Warm Season
Level 3 (Item Type): Tops / Bottoms / Outerwear / Accessories, etc.

Following the menu in this order will guide you to the product you're looking for. If you're unsure, start with whichever matters most to you — category, season, or item type — and narrow down from there. If you're still not sure, feel free to reach out to us beforehand.
DiaNorth does not operate its own factory. Instead, we work with manufacturing partners who meet our standards, selected for each product based on intended use, quality, and supply conditions.