First, Dillo relies on its mobile app to authenticate users and only open the door to customers who have entered a valid payment method. Then, Dillo uses image recognition technology via cameras to identify the products taken off (and returned) to the shelves. We charge the balance to users’ payment method and send a receipt via app or email. In the case of a potential mistake in your order, please contact Support and we will audit your order and make sure we make it right!

Please make sure that the charge differs from that in your receipt. Access ‘Past Orders’ to review your charges. If there is a difference between your order and the charge, we may have made a mistake. Please make sure to contact support under ‘I was charged the wrong amount’.

We rely on image-recognition technology, and our cameras are only able to track 1 person at a time. If more than one person is in the store, we may not be able to reliably track what you shopped for. We are currently working on improving our technology to track more than 1 person at a time.

If you’re trying to enter the store and the door won’t open, follow these steps:  1. Start by making sure you have the latest version of the app installed on your phone.  2. Then, make sure you have a valid card or payment method in our app. The store will validate your payment method by doing a $1 charge when you add the payment method, but will return the $1 to your account immediately after.  3. Make sure you have more than $5 available on your payment method when scanning the QR Code on the door. To learn why, click on the questions below.  4. Lastly, make sure you scan the QR code on the store’s door using the Dillo app.  If this doesn’t work, use the Contact Support button within our app to report a Malfunction. The door will always open from the inside by operating the push bar.

Please contact Dillo Support using the Other Support Request option.

Given the unattended nature of Dillo Stores, all sales are final. Please contact Dillo Support using the Other Support Request option in case you wish to let us know about a special circumstance for which you wish to return a product.

Dillo values your privacy very highly. We encourage you to read our Privacy Policy: https://dillostores.com/privacy-policy.    It is important to note that Dillo neither employs its cameras and image recognition systems to perform facial or any other biometric recognition, nor does Dillo store any facial or biometric data. However, Dillo stores do capture and record video 24/7 for its image recognition operation as well as for security and quality assurance. Anyone in the vicinity of our stores is made aware of this through signage and all users of our stores are made aware of our Terms and Conditions of use, which can be found at https://dillostores.com/privacy-policy

The $8 "charge" on your account is a temporary hold placed on your payment method to verify your account has sufficient funds. Depending on your final purchase amount, we will adjust the temporary hold and settle your final payment. Any remaining balance will be released immediately to your account. Typically, fund releases take less than 24 hours, but it may take longer depending on your bank. You can be certain we fully refund EVERY cent that is not purchased. You will only be charged for what you took.

When you choose to enter the store using your Prepaid Wallet, and you have more than $8.00 on your available balance, Dillo does not do a pre-authorization charge. If the balance on your Wallet is less than $8.00, Dillo will do a pre-authorization charge of $5.00 on your debit/credit card saved on file. Remember, the funds you didn’t use will be released back to your account. You can be certain we will not take ANY cent that is not purchased, and you will only be charged for what you took.

The app will notify you of a pending negative balance, and you will have to enter a new payment method to pay off the balance. You will not be able to use the store again until the negative balance has been paid off.

Frecuently Asked Questions