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FAQs

Before making an enquiry, please read through the following frequently asked questions. If you have a question that is not covered in this section then please go to our contact us page.

CONTACT

How can I get in touch with Diffusion Online?

There are a number of ways to get in touch with us. You can send an enquiry via our contact us page or you can email us at help@diffusion.uk.com. If your matter is urgent and you wish to speak with a member of the team, you can contact us on 0800 988 8845. To reach us by post, please use the address below:

Diffusion Online
9 Lichfield Street
Wolverhampton
WV1 1EA

When can I contact Diffusion Online?

Diffusion Online opening hours are from 9am-5pm Monday to Friday. Please note that if you call outside of these hours then your call will not be answered. We endeavour to respond to all enquiries as quickly as possible but please allow time for this during busy periods.

SHOPPING

How can I place an order at Diffusion Online?

We want you to have a great shopping experience at Diffusion Online so we ensure the process is as simple and enjoyable as possible. Simply click on the product(s) that you are interested in, select your size, click ‘Add to Basket’ and then follow the instructions on the screen. If for any reason you are having trouble placing an order, please call us on 0800 988 8845. Please note that we cannot accept orders over the telephone.

Is my information Secure?

You can shop in confidence at Diffusion Online and we work hard to ensure that all personal information that you provide is secure. We will not sell or share this information with a 3rd party unless it is specifically stated and we have your permission to do so. For more on our privacy policy please click here.

The item / size I require is sold out - will it be coming back into stock?

Unfortunately once an item or size has sold out we are unable to get any more in stock. We recommend registering to our newsletter to see if a similar item becomes available in the future.

I am not sure which size to order – can you help?

General sizing information can be found by clicking the size guide when selecting a size in the product page. However, in some cases sizes differ from this guide depending on the brand. Please contact us if you are not sure, we are happy to measure products or find specific sizing information for you.

I have got a coupon code – how does this work?

From time to time, we provide customers with a coupon code that allows them an offer on their order. If you have one of these codes then simply enter it into the box when you have added an item to your basket. The offer will be applied once you go through to the checkout. If you do not enter the code at this point, we can’t apply it to the same order later on. Please note that codes cannot be used on any sale products or when purchasing gift vouchers.

How do I use the currency converter?

You may view items priced in Dollars, Euros and Pounds. Just select the currency that you want by using the currency drop down menu at the top right hand of the screen. Please note all transactions that go to the checkout will be completed in pounds.

DELIVERY

How much is the delivery charge?

The delivery charge depends on what part of the world you are ordering from. Please go to the ‘Delivery Details’ section for more details.

How long does delivery take?

The delivery time depends on where we are delivering the order. You can find details of this in the ‘Delivery Details’ section. We work extremely hard to ensure that we meet the timescale for every order, however please note that delivery times are subject to change during busy periods and during UK bank holidays. If you would like to know more about your order then please contact us.

Do you deliver to work addresses?

Yes, we deliver to work addresses but somebody will need to sign for the delivery, so ensure that this is possible before you submit your order. If you are having trouble with your delivery then please contact us.

What are your international shipping costs and specifications?

Please click here to see our international shipping information.

RETURNS

I want to exchange or refund my item – how can I do this?

Diffusion Online transactions only can be exchanged or refunded within 14 days of receiving your order. All that we ask is that the goods are returned unused – please refer to our returns policy for more information.

Can I return or exchange my online purchase(s) in-store?

Diffusion Online transactions and purchases can be returned to any of our Diffusion stores for exchange or store credit only. Refunds are not given in-store for unsuitable purchases made online. Please view our returns policy for more information.

Is the returns policy different for transactions and purchases made in-store?

Yes, for transactions and purchases made in-store, unsuitable items must be returned within 21 days for an exchange or store credit. Unsuitable sale items must be returned within 7 days for an exchange or store credit. Refunds are not given for unsuitable full price or sale items.