Frequently Asked Questions
Do you have a question? You’ve come to the right place.
In this section, you’ll find answers to frequently asked questions about our products, shipping, returns, and technical support.
Our goal is to make your shopping experience simple, clear, and secure—just as every dive should be.
If you can’t find what you’re looking for right away, contact us: our team of diving experts is always ready to help you before and after every purchase.
Compressible content
How do I know if my order was received correctly?
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After completing your purchase, you will receive an order confirmation email at the address you provided. If you don’t receive it within a few minutes, please check your Spam or Promotions folder. If you have any questions, please contact us and include your order number.
How can I check if my payment went through?
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As soon as your payment is accepted, you will receive a payment confirmation notification. If you chose to pay by bank transfer, the confirmation may take 1–2 business days. We will notify you by email as soon as your payment is processed.
What payment methods do you accept?
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We accept credit/debit cards (Visa, MasterCard, etc.), bank transfers, PayPal, and other secure payment methods. All transactions are encrypted and protected using SSL protocol.
Can I change or cancel an order?
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You can only modify or cancel an order if it has not yet been shipped. Please contact us as soon as possible, providing your order number and the requested changes.
When will my order be shipped?
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Orders are processed within 24–48 business hours of payment confirmation. If any items are out of stock, we will contact you to let you know the estimated delivery time or available alternatives.
Have you shipped my order?
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As soon as the package is handed over to the courier, you will receive a shipping confirmation email with the tracking number. You can also check your account.
When will my order arrive?
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Delivery times are as follows: Italy: 2–5 days, Europe: 5–10 days, outside the EU: subject to customs processing times. Delays may occur during holidays or peak season.
Can you send me the tracking number so I can track the shipment?
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Yes, you'll receive a tracking code via email as soon as your order is shipped. You can also track your shipment on the " Track Your Shipment" page.
I didn't receive the tracking information, or it isn't working. What should I do?
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It may take up to 24 hours for the carrier to update the tracking information. If it is still not available after that time, please contact us and we will check the status directly with the carrier.
Can I change the shipping address after I've placed my order?
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Yes, if the order hasn't been shipped yet. Please contact us as soon as possible with your order number and the new address.
Is my product covered by a warranty?
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All products purchased on dir-store.com are covered by the manufacturer's official warranty. The warranty period varies by brand and product category. Please see the Warranty and Return Policy page.
How do I return or exchange an item?
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You may return unused products within the time frame specified on the Returns and Exchanges page. We do not accept used or damaged items.
How does the right of withdrawal work?
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You may exercise your right of withdrawal within the time limits set by law. Once your request has been reviewed, a refund will be issued using the same payment method you used.
Do you perform maintenance and repairs?
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Yes, we offer support and maintenance for the brands we carry. Visit the Support page to request assistance.
How can I tell if a product is compatible with my equipment?
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Each product sheet includes technical specifications (DIN/Yoke, materials, pressure ratings). If you have any questions, please contact us with the brand and model, and we’ll help you verify compatibility.
How often should I service my regulator or tank?
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Manufacturers recommend an annual service or one after a certain number of dives. Always consult the technical manual for specific instructions.