Refund Policy
PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY
Returns sent to us without prior request and approval will not be accepted, and you will forfeit your right to a refund.
Thank you for purchase. We hope you are satisfied.
Do you want to exchange or return your purchase? We are glad to help you! You can exchange or return up to 30 days after the date of delivery.
Exchanging or returning can be done quickly and easily in the following 3 steps:
1. Send us an email at support@dijan-london.com and tell us if you want to exchange or return your product (s). Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- First name + last name of the customer
- Address of the customer
2. Fill in clearly which items you want to return and if you would like to exchange your items or want a refund.
3. Deliver your parcel to the carrier of your choice within 30 days after receiving your package. Returns are on your own cost.
4. After we have received your return shipment in our warehouse, we will process your return shipment within 10 working days. Our returns department will keep you informed by e-mail.
FAQ
- What are the return costs?
Returns are on your own cost depending on the courier and the country you return your package from.
- How long does it take to exchange a product?
Please note that processing your return, including checking the returned goods and refunding the purchase price, may take up to 14 working days. We will endeavor to complete this process as soon as possible and ask for your understanding of any delays. Your trust is important to us, and we do everything we can to offer you the best possible service.
If you indicate that you would like to exchange a product when you register your return, we will immediately get to work on this. This way we can ensure that your exchange is completed within a few days.
- What can I do if my exchange product is no longer available?
Ask our customer service team about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work with you to find a solution.
- Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
- What should I do if a product is delivered faulty or damaged?
Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you.
Please send a message to support@dijan-london.com with a picture of the complaint. Our customer service will work with you as quickly as possible to find a solution.
- What should I do if I want to return my order outside the return period?
Please remember to deliver your return within the 30-day period before the return period expires. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a voucher. Please ask our customer service for the possibilities.
- How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we process it within 10 working days.
To guarantee you the fastest possible return, we ask you to send us a shipping confirmation. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse.
From then on, the 10 working days start. After the refund has been made, you will receive a message about it.
Please note that it can take up to 3 days before the refund is visible on your bank
- What are the return conditions?
Our return policy guarantees that you can return your order within 30-days of receipt without any reason.
All Items must be returned to us originally packed and unused.
Items from the Beauty category are non-returnable for reasons of hygiene and health. Clothes must be an unworn and unwashed condition, suitable for resale with labels still attached.
Returns at your own risk: Please note that returning products is at your own risk. The company is not liable for lost or detained packages at customs during the return process.
Track & Trace: Your return should have a track & trace code shared with us. This way we can accurately determine when your return reaches our warehouse, after which we immediately proceed to initiate a refund. Without a track & trace code, we cannot track your shipment, and your right to a refund is voided because we cannot confirm whether your order has actually reached us.
NOTE: For deals or bundles, all items must be returned together. We cannot provide a refund or store credit if only one of the items is returned. However, items in deals or bundles can be exchanged for a different size or color of the same product. In case you only want to exchange one of the items, please only return the one that you want to exchange and keep the other one.
We cannot accept returns on items purchased during giveaway or sale. These items can only be returned and exchanged for another product or store credit.
We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
Shipping costs are not refundable.
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE.
