Returns and Refunds
Return and Replacement-Size Change Policy
Right of withdrawal
Pursuant to article 64 of Legislative Decree No. 206 of 6 September "Exercise of the right of withdrawal"
For distance contracts and contractual proposals or those negotiated away from business premises, the consumer has the right to withdraw without any penalty and without specifying the reason, within ten working days. This right can only be exercised in Italy and only by natural persons; it is therefore not valid for customers who purchase with a VAT number.
1. METHOD
- Send a communication to the e-mail address info@dianashop.it or directly from our contact form within 14 days of delivery of the goods, stating your intention to withdraw from the contract, also communicating the reference of the order placed. The refund will be made using the same payment method used for the order.
- Carefully prepare the package and ship it as soon as possible and within 14 days of exercising the right of withdrawal, to the following address:
The return will be at the customer's expense and under their complete responsibility until it reaches our warehouse.
Diana Shop is not responsible in any way for damage or theft/loss of returned goods.
In no case will packages sent COD or freight collect be accepted.
2. WHEN THE RIGHT OF WITHDRAWAL EXPIRES
- For partial use of the product or in the absence of its components (tags, accessories, labels and seals);
- For damage to the product (adhesive tape, staples, etc…)
- In the absence of the external packaging and original packaging;
In such cases, Diana Shop will return the item to the sender, charging the shipping costs to the sender.
3. REFUND TO THE CUSTOMER
Once the goods have been received and their integrity verified, we will immediately process the refund within 48 hours using the same payment method used for the order.
The amount credited will be the amount actually paid. (for items costing more than €99, while for items costing less than €99, €7 will be withheld equal to the transport costs incurred by the customer for receiving the goods).
* (For refunds of purchases made cash on delivery, collection fees of €4 will be withheld)
Replacement or size change **
If you wish to change the size of a product, send an email to info@dianashop.it in which you must indicate:
- the order reference of the product received.
- the product code and the size you wish to receive as a replacement
- a telephone number, if you have not already provided it, on which our Customer Service can contact you to arrange the details of the replacement.
Once you have sent your return communication and made the necessary arrangements with Customer Service, prepare the product for shipment. Remember to reinsert the purchased items in their original packaging, including any accessories, and to use additional suitable packaging to ensure that the product is not damaged during transport.
The shipping costs of the product to be replaced will be entirely at your expense and you can choose the method you prefer.
Once the item has been received, after verifying the integrity of the product and its packaging, Diana Shop will ship the replacement product FREE OF CHARGE.
**Subject to the actual availability of the replacement item or size upon receipt of the exchange package.