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If you see what looks like a double charge for the same order, please note that the first sum may be the authorisation: when the order is placed, the total is pre-authorised on your card. That authorised amount is actually "captured" when the order is shipped. This may show as two separate transactions on some accounts (according to the financial institution that issued your card), but we can assure you that the sum is debited only once.
It is not possible to use two different payment methods or to split the payment between two different cards. The only exception is if you have a Diesel Gift Card: if your order total is higher than the value of the card, then you can pay the outstanding amount with one of the payment methods available at checkout.
If the credit or debit card used for your online order expires or is no longer active for any reason (also for orders paid through PayPal, Klarna or Apple Pay, where available), we can ensure the refund will be issued successfully: your bank will be able to trace the refund through the Acquirer Reference Number (ARN). Call us to know your ARN, and forward it to your bank. The bank will transfer the refund to your bank account or new card.
Our client service agents are at your disposal Monday through Friday 9am to 9pm EST and Saturday from 10am -9pm EST, excluding national holidays.
Phone
Call our toll-free number 855-482-1155, Mon-Fri from 9am to 9pm EST and Sat 10am to 9pm EST.
Still have questions? Send us an e-mail through our contact form. We will resond to messages typically within 1 business day, excluding national holidays.
Chat
We're online to answer your instant messages, Mon-Fri from 9am to 9pm EST + Sat 10am to 9pm EST.
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