customer care


Don't see your question below? Please send us an email

All prices are displayed and charged in NZD 

We currently offer payment via credit card, paypal, laybuy, afterpay and apple pay. We also accept payment via dear dylan gift cards.

Yes we do! All orders come beautifully wrapped in tissue, finished with our signature ribbon. If you are sending as a gift and would like to include a personal message, please leave a note at checkout and we will handwrite a note to include with your order.

Dear dylan fits true to size, for further information regarding size and fit please refer to our size guide HERE

Yes some styles and colours such as our french vanilla will be restocked. To be notified of pre-orders or when a style is back in stock please sign up to our newsletter HERE


For all information regarding dear dylan gift cards please see below.

Yes we do, gift cards can be purchased HERE

To make a purchase using a dear dylan gift card please select 'gift card' as your payment method during checkout. 

If the full value of the card is not used the balance will remain on the card.

Please note our gift cards do not expire. 


Have a question about setting up an account or placing an order? Please see below.

For desktop: Please click on the account icon at the top right hand corner of our website, select 'create account' and fill in your details 

For mobile: Please click on the menu bar on top left, select log in.

For desktop: Click on the account icon at the top right hand corner of our website, select 'forgot password' then enter your email address, we'll send you an email to reset your password.

For mobile: Click on the menu bar at top left, select log in, then forgot password.

Occasionally we will offer certain styles for 'pre-order'. Pre-orders ensure you secure the style, colour and size you want.

All pre-orders must be paid for in full at time of purchase and will be dispatched once they arrive in stock. 

All pre-order items are clearly marked on our website with the estimated delivery date. 

Please note: if you place an order for both pre-order and in-stock items in a single transaction your order will be dispatched once your pre-order items arrive. If you would like your in-stock items to be shipped immediately please place two seperate orders.

Unfortunately from time to time human error occur and we might make a mistake. If an item is missing from your order or you have been sent the wrong style, or size, please send us an email at and we will arrange for the correct item/size to be dispatched.

If you have been sent an incorrect item that needs to be returned we will arrange for a courier to collect at no cost to you. 

In the unfortunate event your order is lost transit please contact us at

We will open an investigation with our shipping carrier and once completed a full refund or store credit will be processed. 

Please note if your order is showing as delivered to the address provided at checkout dear dylan is not liable. 


All of our garments are machine washable. We recommend you follow the care instructions as per our garment tags. Garments should we washed in a lingerie wash bag, please ensure bra clasps are done up. Cold water, mild detergent, and line drying is best.


Are available for you. Follow instructions at checkout.

For more information about Laybuy, click HERE.

For more information about Afterpay, click HERE.