Frequently Asked Questions

Do you have a question? Is there an issue about our services that you are not entirely clear about? Below are a selection of responses to the most common enquiries we receive, so there is a good chance you will see either an overview of your issue on this page, or a link to another page where an explanation is available.


Customer Service opening hours: Monday to Friday: 8am - 5pm 


Should you need to contact us out of these hours, you are more than welcome to leave a voice message on our messaging system; please remember to leave your full name, postcode and daytime contact number. We promise to promptly respond to all calls and queries upon our return.


Ordering online


How do I create a customer account?


To create an account, the first thing you will need is a functioning E-Mail address. To create an account, scroll to the top of the page, you will see a black bar with a selection of buttons. Click the one marked “Register”. You will be asked to fill in a short form after submitting this form you will receive an E-mail with a set of instructions to set up your account simply follow these instructions to set up your new Dibor customer account.


How do I order a product online?


To place an order online, you first need to put an item into your shopping basket. You can do that by pressing the button marked “Add to Basket” on the page of the item you want. You can then either continue searching through the store by clicking the button “Continue shopping”, if you want to buy more items, or if you can view the items in your basket and proceed to the checkout. At any time during your shopping you can go to purchase the items in your basket by clicking the ‘Checkout’ button at the top right hand corner of the screen. At the checkout screen simply fill in your details and the delivery address and press the button marked ‘Place Order’ to place your order and you will be sent a confirmation email with a record of your order number.


How do I use a promotional code online?


You can type or paste your promotional code into a box on the checkout screen marked “Coupon Code”. Once the code is typed or pasted into place, press the button marked “Apply Coupon”. The final total will be adjusted accordingly.


NOTE – Discount codes cannot be used for products which have already been discounted see terms and conditions for details.


How do I add gift wrapping to my order?


Press the button at the checkout screen marked “gift wrap” underneath the listing of the item you are about to buy, which you will find in the checkout box labelled “4 Review Your Order”. You can choose from a selection of gift wrap print styles, and you also have the option to have our staff write a personalised gift tag message to go along with the wrapped order.


NOTE: Not all our products can be gift wrapped as some are too large.


How do I place an order by telephone?


You can speak to our customer service team, who will be more than happy to take and process your order. Our number is 0800 408 0660. All you will need to hand is the product code for the item you wish to purchase.


How do I find the product code for an item?


On the website a product code can be found by clicking the section marked “additional information” on the product’s page, and then looking for the 4 character code next to the initials “SKU”. This stands for “Stock Keeping Unit” and is a unique identifier for the product.


How can I find a product from your catalogue on the website?


Each product listing in the catalogue has a unique 4 character product code connected to it. Type that code into the search box, the one marked with the words “What are you looking for?” and the magnifying glass symbol at the top of the page to search for the item.


How can I personalise a gift item?


If you have chosen an item that can be personalised (look for the blue rosette in the top right-hand corner of the product’s image), look on that product’s page for a box with the words “Personalise this Product?” click on that button, and a form will appear asking what message you would like to put on the item along with the cost of personalisation. When you’ve written your message, click the button labelled ‘Add to Basket’ to make sure that a personalised item has gone into your shopping basket.


NOTE: Personalising a product will almost certainly mean it takes longer to arrive. There is no specific delay time we can state, as it depends on the product and the processes involved. On average a personalised item will take an additional two working days to reach you.


Dibor delivery information


Please see our Delivery Information section for more information about where we deliver to and our delivery prices.


How do I return an item?


Please see our returns policy for further details on how to return an item.


What do I do if I have received an incorrect, damaged, or faulty item?


In the unfortunate event of a problem with your items please fill out the returns label which will be on the reverse of the documents which came with the delivery. We are more than happy to refund any returns postage up to a maximum of £6.00 simply include proof of postage costs with your return. Please contact us by calling customer services on Freephone 0800 408 0660 or emailing should you require any further assistance.


What items cannot be returned?


In the interest of hygiene, we regret to inform you that all cutlery is non-returnable once opened.


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