Frequently Asked Questions

The most important thing for us is our customers. Our goal is to keep them loyal and to make them trust Diplomatic Supply Service for their next order. For this reason we strive to achieve full satisfaction throughout the entire order process. To this end, we have implemented an online chat to respond to your queries immediately, and enabled an email, which is read exclusively by the director, in case you are not satisfied with the service received by your sales agent: [email protected]

Yes. We ship orders to over 95 countries around the world. If you have not made any delivery to your country we will help you with all the necessary paperwork to receive your order avoiding any additional costs.

We take care of all the paperwork and deliver your order to the door of your address at street level. In some countries we are only able to offer transport to the port/airport of entry to your country, if this is the case we will indicate it to you before processing your order, as you will have to contract the customs and local services of your country.

As we sell exclusively to diplomatic missions, we are highly specialized in this type of shipment and are one of the fastest and most reliable companies in the sector. In fact, if your order is less than 10 boxes, we normally guarantee that it will be shipped within three days from the day of your confirmation.

If we receive consolidated orders from the same mission, i.e. several people from the mission send their orders so that the fixed shipping costs are diluted among all the participants and the shipment is very economical, please note that we must have received all the confirmations before starting the preparation in the warehouse.

Diplomatic Supply Service only sells original products, which are guaranteed by the manufacturer. Local service at your destination may require details of your purchase before servicing. If you have any problems after talking to them, we will open a direct complaint with the manufacturer for an immediate solution. If you need help locating them, please do not hesitate to contact us.

All our prices are duty-free. We guarantee that in the European Union department stores the products will cost at least 25% more, otherwise we will refund you twice the difference. This guarantee is valid for the Beverage, Beauty (Perfumery and Cosmetics), Tobacco and Accessories sections. Please see our General Terms and Conditions for more details

We want to become your duty free supplier and the easiest way to buy is at diplomatic.com. You can use our online chat for any questions that may arise

Every effort is made to maintain the availability of items displayed on diplomatic.com. In some cases, due to supply and demand or other factors, certain products are not available at a given time. You can check stock availability at diplomatic.com, if a reference is out of stock you will have the option to leave a contact number or email and we will notify you when we receive more stock or we may offer you a replacement.

We give priority to orders received at diplomatic.com, as they are automatically entered into our system and avoid processing delays and possible transcription errors.

We do this to ensure a longer "shelf life/expiration" date as these products are not stored but sent to us by manufacturers after orders are received, and we have adapted our system accordingly. In addition, most of the time these products are exported (outside the European Union), and the high health and customs formalities mean that a minimum amount of sales per product is necessary to amortize the management costs.

There are no minimum orders, neither in quantity nor price, to buy with us. However, depending on the destination, small orders may incur high transport and/or customs costs. In these cases we recommend that you place a joint order with your colleagues, especially if you are outside the EU, so that the shipping costs are divided proportionally between all of them.

Request our "Order Form" in Excel format at [email protected].

We do our best to keep our website up to date with the assortment and prices. If you do not find a product that is in the printed catalog, it usually means that it is no longer available. However, you can always contact us, we will be happy to help you find a replacement.

All orders are prepared, labeled and invoiced individually, regardless of the number of orders going to the same address. This way, distribution upon immediate arrival. Each box is perfectly labeled. In addition, we will provide a "consolidated invoice" for each shipment to facilitate customs clearance in your country, a "list of contents per customer" and a "consolidated list of contents" to facilitate the distribution of boxes on arrival. For some customers we have created customized reports to help them with customs formalities at destination (franchise, clearance etc.) and we will be happy to assist them as far as possible. Do not hesitate to contact us if you need any specific information.

A sales representative will follow up on your order and will send you an evaluation of your order within 24 hours so that you can evaluate it and decide on the confirmation/cancellation of the order. Once we receive your confirmation, our team will review your order and reserve the products in our warehouse. At the same time our purchasing department will order all products on demand. If a product is not available, your sales representative will send you a list of substitutes to complete your order. Once your order has been assembled, you will receive a final assessment to receive your final confirmation before your order is shipped.

The charge is made now because we have implemented the highest security protocol of Electronic Commerce, so that the data you report on your card is entered directly into the website of the Issuer of your card (your bank), thus not having access to your data Diplomatic Supply Service. However, in the event of any inconvenience, you may notify us of the cancellation of the order if we have not begun to prepare it, and we will refund the amount paid in full.

You can pay by credit/debit card, bank transfer or Payment Link. If you choose to pay by bank transfer please be sure to instruct your bank to charge you all fees and to send the amount in the currency of the invoice so that we receive the exact amount of the invoice.

Although the prices in the catalogue and on the website are in EUR, you can choose any of these currencies on the website: USD, GBP, JPY and CHF. We will apply the exchange rate of the day. Payment must be made in the same currency as the order. We reserve the right to update the exchange rate if there are significant changes.

A 2.5% handling and packaging fee and a 3.5% insurance fee are included in the orders.

We employ other companies (e.g., carriers and insurers) to help us provide them with excellent service. We only provide the essential information and ensure that it is only used for the handling of your order and complaints. All information is monitored by Diplomatic Supply Service to ensure your privacy at all times.

Please fill out this form to unsubscribe from all diplomatic.com commercial communications.

Once we receive your order, we understand that you want to reconsider your purchase or have made a mistake in it. If you contact us in writing within 15 days of receiving your order, you may be able to return the products, please note that all charges will be at your expense. Please do not return any products without first contacting us. This applies to non-perishable products from the beauty, beverages and tobacco sections when the product is listed in the Annual Catalog. Please consult our general conditions.

Diplomatic&ME is a loyalty program that offers our customers who sign up for the program, access to exclusive discounts on our products and services wherever they are in the world, the easiest way to save even more by purchasing Duty-Free! The General Conditions of the program are at diplomatic.com/ME