DELIVERIES
Q.	How long do you take to deliver?
A.	Generally you should receive your order within 3-5 working days once you have received your 'Despatched' update email. You can track most orders by clicking on the 'ParcelForce ' link on your 'Despatched' update email. For information on your courier status please click here. If you have not received your order and more than 5 working days have passed since ordering, please contact our Customer services team. UK, N. Ireland - approximately 3 - 5 working days, exceptions apply Republic of Ireland - approximately 5 - 7 working days European Orders - approximately 6 - 12 working days
Q.	How much will I be charged for delivery?
A.	Standard Delivery for UK is normally charged at Ј4.95 Next day delivery is available Monday till Friday at £5.99 Republic of Ireland – Delivery is normally charged at £12.99 European Countries range from £9.99 - £58.99 (please see International Deliveries).
Q.	What happens if I'm out when you deliver?
A.	If you are not available to accept delivery the courier will leave a calling card to advise that delivery has been attempted (please follow the instructions on the calling card). Please note that the courier may leave your parcel with a neighbour, deliver it to a Post Office or return it back to the depot. It is your responsibility to collect any parcels in person with the appropriate identification eg. Driving licence or passport, or to arrange re-delivery if it was returned to the depot.
Q.	Can I change my delivery address?
A.	In order to protect our customers from potential fraud, we are unable to amend address details and will only deliver to the cardholders billing address.
Q.	Can I track my order?
A.	Yes, you can track most orders by clicking on the 'Parcelforce' link on your 'Despatched' update email. For information on your courier status please click here. If you are not able to track your parcel please contact our Customer services team.
Q.	My order is late?
A.	The majority of our orders are delivered within the delivery times below, we apologise if this has not happened on this occasion. You can track most orders by clicking on the 'Parcel reference' link on your 'Despatched' update email. For information on your courier status, please click here. If you have not received your order within the delivery times below, or you are unable to track your order, please contact our Customer services team. UK, N. Ireland - approximately 3 - 5 working days* Republic of Ireland - approximately 5 - 7 working days France, Germany, Spain, Sweden - approximately 6 - 12 working days
Q.	Do you deliver to British Forces postal Office (BFPO) addresses?
A.	We are not able to accept orders from those working in the British Forces, and requesting parcels to be delivered using the British Force Post Office (BFPO).
Q.	International customer
A.	International delivery times vary please see the country list below. If your order is more than 5 days late please contact our Customer services team. Important: please remember to include your order number. Republic of Ireland - approximately 5 - 7 working days European Orders - approximately 6 - 12 working days
Q.	Do you deliver to my country?
A.	We offer a delivery service to the following countries, subject to terms and conditions: ISLE OF WIGHT, HIGHLANDS AND ISLANDS OF SCOTLAND, NORTHERN IRELAND, ISLE OF MAN, ISLES OF SCILLY, JERSEY, GUERNSEY, REPUBLIC OF IRELAND, BELGIUM, LUXEMBOURG, NETHERLANDS, DENMARK, FRANCE, GERMANY, MONACO, CORSICA, ITLAY, SPAIN, GREECE, PORTUGAL, AUSTRIA, CZECH REPUBLIC, FINLAND, HUNGARY, LITHUANIA, NORWAY, POLAND, SAN MARINO, SLOVAKIA, SLOVENIA, SWEDEN, SWITZERLAND, ESTONIA, LATVIA, MALTA, ROMANIA AND TURKEY.
Q.	Will I need to pay delivery duty?
A.	All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer. Please note, before placing an order it is the customer's responsibility to check that any products ordered from diyaonline.com comply with state and federal government import regulations.
PAYMENTS
Q.	How can I Make Payments?
A.	Payment can be made via credit or debit cards. We accept Visa, Mastercard, Maestro, Solo, Visa Electron and Delta. We accept Paypal payments and Postal Order made payable to ‘Diya by RFL Ltd’. We do not accept cheques.
Q.	When will I be charged?
A.	Payment is charged immediately after security checks from your bank issuer have been authorised.
Q.	Will my card details be safe?
A.	Yes, all your card details are encrypted. We use a safe payment gateway and comply with all PCI DSS SAQ Regulations.
Q.	Why has my card been declined?
A.	There can been several reasons why your card has been refused. For further details please contact your card issuer.
Q.	Can I use two methods of payment when ordering online?
A.	Unfortunately we currently only accept one payment method per order.
Q.	VAT Refunds
A.	All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery.
ORDERING
Q.	How do I place an order?
A.	You can place an order by calling our order line on 02070434824 9.00am -9.00pm 7 days a week or place an online order on www.diyaonline.com. You may also Post your order direct to Diya Direct, PO Box 2455, Leagrave, LU3 1YX. Please send us your completed order form containing your contact details, with your Postal Order/ credit card details or supply contact details. Please ensure that your credit card is registered to the delivery address. Items are subject to availability at time of despatch.
Q.	Will I receive a confirmation of my order?
A.	If you provide a correct email address we will send you notification when your payment has been accepted and also when your parcel is despatched.
Q.	Can I cancel my order?
A.	To cancel your order please contacts our Customer services team. Unless cancellation takes place within 2 hours of your order, your order cannot be stopped and will be delivered to you. If you do not want your order please do not accept delivery.
Q.	My order has been cancelled
A.	There may be several reasons why your order has been cancelled and we apologise for any inconvenience this may have caused. Please contact our Customer services team.
DAMAGED/MISSING ITEMS
Q.	I am missing an item from my order?
A.	If you are missing an item listed on the despatch, please contact us within 3 days. You may be required to fill in a missing claim form. Contact our Customer services team.
Q.	My order has arrived damaged?
A.	We are sorry your order has been damaged; please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team.
Q.	I have received the wrong item(s)?
A.	We are sorry we sent you the wrong item(s), please accept our apologies for any inconvenience this may have caused. To return the product(s) simply pack the goods into their original packaging, enclose the completed returns form, and follow the instructions on the returns note. (In the event that the item has been correctly despatched you will be liable to pay a postal charge for replacements.)
RETURNS & REFUNDS
Q.	How do I return a product?
A.	You can return either by visiting your local Diya store or returning by post, exclusions apply to selected products. International customers: You can return by post.
Q.	What is your Return Policy?
A.	Should you wish to return an item(s) we will be happy to refund providing the return takes place within 12 days of receipt, and all items are in a resalable condition.
Q.	What products are excluded from your refund policy?
A.	For reasons of health and hygiene we are unable to refund the following products: - Cosmetics/fragrance once the original packaging has been opened, unless faulty. - Pierced earrings and other pierced body jewellery unless faulty. - Hair accessories unless tags are still in place and packaging remains unopened and undamaged, unless faulty.
Q.	Returning to a Diya store
A.	You can exchange your items only in either the Diya or Rani Fashions store. You can also drop off your items for a refund at the store. These items will be forwarded to our processing department for a refund.
Q.	Returning by post
A.	You can return most products by post, by completing the ‘Returns Form’ sent with each order. If you do not have a ‘Returns Form’ this is available in a downloadable format on our website
Q.	Return instructions
A.	Please return goods using 2nd class recorded delivery. Complete the return form enclosed in your parcel, indicating your reasons for the return, enclose with your parcel. Send returns to Diya Returns, PO Box 2455, LU3 1YX. Take the parcel to your local Post Office and obtain a proof of postage. Please retain your proof of postage until you have received your refund.
Q.	I haven't received my refund
A.	For returned items you should expect to see your refund in your account within 28 days. For cancelled orders and amendments any refunds should appear within 2-3 days. If you have not received your refund and it is beyond the time frame stated please contact our Customer services team.
Q.	I have paid more than the price tag states
A.	We are sorry you have had this problem, please contact our Customer services team.
Q.	Do you have stores where I can buy Diya items from?
A.	We have two stores in Luton from which you can purchase the full Diya range. Rani Fashions Ltd, is our Flagship Store. (Paid Parking bays available outside store) 142-144 Dunstable Road, Luton, Beds, LU1 1EW Diya by RFL Ltd, is our Warehouse Store (Free Parking forecourt available outside of store) 320-328 Selbourne Road, Luton, Beds, LU4 8NU
ONLINE
Q.	I have forgotten my password to access My Account, how do I request a new one?
A.	To request a new password, click on My Account and click the link 'Forgotten your Password' enter your email address. A new password will be sent to your email address.
Q.	How do I change a password to access My Account?
A.	To change your password click on Login/Register, enter your email address and click on ‘Change Password’ click Update.
Q.	My account is locked, am I still able to continue shopping?
A.	Simply add all your purchases to ‘Basket’ click ‘Checkout’ ignore the ‘Log-In’ and ‘Register Me’ buttons and click on just ‘Checkout’. Enter your details and complete your shopping.
Q.	I have changed my email address how can I update my new details?
A.	To amend your email address, log in with your existing email, click on MY PROFILE and amend your email address accordingly click SUBMIT.
GARMENT CARE CODE
Q.	How do I care for embroidered garments?
A.	A majority of our items are hand embroidered and must be handled with care. The items are mainly for occasional wear. More ornate embroidered items must always be dry-cleaned. All items must be initially dry-cleaned, however further washes can be done in cool water and cannot be left to soak.
Q.	Do you have size guides?
A.	Yes, view our size guides.
CONTACT US Mail Order: 0207 0434824 Enquiry Line: 0207 0434825 Rani Fashions: 01582 656108 www.diyonaline.com Diya Showroom 320 Selbourne Road, Luton, LU4 8NU Rani Fashions Showroom 142-144 Dunstable Road, Luton, LU1 1EW Write to us: Diya by RFL Ltd PO Box 2455 LU3 1YX