FAQs
- General Enquiries
How do I place an order with Diya Online?
Add items to your bag
Browse the categories across the top navigation bar, which includes Women, Men, Kids, Jewellery & Accessories, and Sale.
Once you have found an item to purchase, select your preferred colour, size (if applicable) and the quantity you wish to purchase then simply click ‘ADD TO BAG’.
You can then continue shopping or click ‘CHECKOUT’ to review the items in your bag and to complete your order.
Proceed to purchasing items
Once you have finished browsing and have added the items you wish to purchase to your bag, click ‘CHECKOUT’ button located on top right of the website.
Within the checkout you can also amend, the quantity selected for each item or delete unwanted items by simply clicking the ‘EDIT’ button that is located on the right-hand side within the Order Overview section of the checkout.
You will be asked to checkout by either logging into your existing Diya Online account, creating an account, or choosing to proceed as a guest. Click which option you would like to checkout as and click ‘CONTINUE’.
If you have already selected to checkout via your Diya Online account, then you will need to double check that your billing information, delivery information and payment information is correct, select your desired delivery method, and then simply continue to pay securely through our secure payment gateway.
How do I create an account with Diya Online?
By selecting Register, a Diya Online account will be established whereby all your submitted contact, delivery and payment details will be saved ready for your next purchase. You will also be able to track your current orders, view your order history, and receive email updates of our latest arrivals.
How to checkout as a guest?
You should choose the option to checkout as a guest, while completing your order, and then you will be required to complete the following steps in order to complete your purchase.
Fill out your billing information. If your delivery address is different to your billing address, then uncheck the ‘SAME AS BILLING ADDRESS’ box and fill out your desired delivery details.
Diya Online offers a variety of delivery methods for your convenience. Now select the type of delivery that you would like. For further information regarding our delivery, information and conditions please refer to our delivery policy.
Select your desired payment method and fill out the required fields then simply click ‘PAY SECURELY’ and your order is completed.
Once your payment has been confirmed you will receive an order confirmation email to the email address provided.
How do I modify or cancel my order once placed?
Once your order has been placed and payment confirmed, it is not possible to amend or cancel your order. However, should the need arise and you call our customer care team promptly after having competed your order, it may be possible to make any requested changes, or they will advise you accordingly as to the next steps.
You may return an order once it has been received, within 14 days of receipt by following our returns process. For further information and conditions, please refer to our Returns Policy. (Hyperlink)
How can I pay?
We provide a variety of payment options including VISA, MasterCard, AMEX, and PayPal.
Please note your card will be debited once your payment method has passed fraud screening and funds capture at the time of transaction.
The name against the charge will appear as RSG Online Ltd. on your statement.
We take all reasonable measures to ensure your credit card and personal information are kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure, Diya Online uses Worldpay’s payment gateway.
How can I find a particular product?
You can use the "Search" button if you know the product name, category, or use suitable keywords to find the product you want. Otherwise, you can use the menus to help navigate through the type of product you require. If you have any particular questions regarding finding specific product or requesting when something will be restocked, please contact our customer services team.
What if the item I want isn’t showing on the website? / Or if an item is no longer online?
If the item you wish to purchase is not showing online, then its most likely out of stock, however, in few instances, we do replenish the stock and you will be notified via our emails.
Who do I contact if I have any problem with my order?
We stand behind our product and our customer service. Therefore, if you have any questions regarding your order or require assistance, please contact our customer services team via:
Our customer contact form
E-mail- help@diyaonline.com
Call +44 (0)203 129 1446
Our phone lines are open from Monday to Sunday, between 09:00 - 18:00 GMT.
What if I receive an incorrect item?
We apologise if you have received an incorrect item and will gladly try and resolve this issue within 24 hours. Please contact us at help@diyaonline.com stating your order reference number, item received and details of what you should have received and whether you require a refund or replacement. We will then advise on how to proceed with the return.
Where do you deliver to and how much does it cost?
We offer worldwide delivery. Please see our Delivery Information for the list of the delivery options we offer.
Can I place an order by phone?
Yes, you can call our customer service team on +44 (0)203 129 1446 from Monday to Sunday, between 09:00 - 18:00 GMT.
What if my promo code doesn't work?
Please ensure the voucher code you are using is valid and is not in conjunction with any other offer. If you are still facing any issues, contact us at help@diyaonline.com.
How do I make an exchange?
We do not offer exchanges. If you wish to return an item and require a different size or item, then we advise all customers to place a fresh order online. For further information regarding your order, please contact our customer services at help@diyaonline.com.
I missed my delivery?
All deliveries will be attempted twice unless the order has been refused or the address is incorrect. All customers, providing a correct email and mobile number, will receive SMS & Email alerts from the courier regarding their delivery to make rearranging it more convenient. As this is a home delivery service, all couriers are permitted to make deliveries to neighbours without consent from the consignee (customer).
Do you have a sizing guide?
All our garments are produced in UK sizing. The size conversions for US and Europe are suggested fits, as sizing and cut will vary between fits, please use this chart as a general Sizing Guide. If you are between sizes or need assistance selecting the proper size, please contact our Customer Services.
- Promotional Codes
How do I enter a promotional code?
All valid promo codes need to be keyed into the "Promotion Code" field within the shopping bag before proceeding to checkout.
- Payments
What do I do if my payment method is not accepted?
Payments may be rejected for a few reasons, please ensure you check the following prior to contacting our customer service team to ensure the information you have entered is correct:
Correct credit card number.
Make sure you enter the correct CVV no.
Correct security number and expiry date has been entered.
That you have sufficient funds in the relevant account.
Ensure billing address matches your registered credit/debit card address.
If you are still facing problems, try an alternative payment method or contact our Customer Service Team.
Is it safe to order online?
We take reasonable measures to ensure credit/debit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure, we use EV Secure Socket Layer (SSL) technology.
Extended Validation SSL Certificates give high-security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.
- Delivery, Returns and Exchanges
How do I track my order?
Once your order is shipped, you will receive an email confirmation or a text of your delivery details, which will include a tracking number. If you have an account with Diya Online you will be able to view the status of your order online when you log into your account. In addition, you can call our Customer Service Team to track your order.
When will I receive my parcel?
Delivery times vary depending on the delivery method selected at the time of checkout. For further information regarding our specific delivery times, costs and conditions, please refer to our Delivery Policy.
If you do not receive your items in the allocated time frame or you are unable to track your order using your tracking no., please contact us at help@diyaonline.com or contact us at +44 (0)203 129 1446/
What if I forgot to update my delivery address before I placed my order?
Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact our Customer Service Team as soon as possible, if you would like to change your delivery address and we will see what we can do for you.
Can I have my order delivered to my work address?
We can deliver to your home address or work address if you request delivery to your work address, please make sure that someone will be on hand to receive the delivery, as it will be delivered to the workplace rather than to you directly. It’s also required that you include your company name to the delivery address to ensure a smooth delivery service.
- Refunds
How long will you take to refund?
Refunds can take up to 14 days; however, we will try and process it as promptly as possible. For more information, please see our Returning Goods.
How will I know if you have received my return?
We will send you an email as soon as we have completed your return, letting you know whether a refund or exchange has been processed. This is usually within 14 business days of receiving your return into our warehouse.
- Return policy
Please refer to our Returning Goods page for details of our returns policy.
- Technical Issues
Who do I contact if I am facing technical issues with the website or my online payment?
For any technical issues with the website or payment, please contact our Customer Service Team.
- Wishlist
How do I create a wish list?
Adding your favourite Diya Online items to your wish list is simple, just follow the below steps:
- When you have found the item, you would like to save, click ‘ADD TO WISHLIST' by clicking on the product image.
- You will be asked to register or log into your Diya Online account, where your favourite items will be saved and then you can continue to browse and shop from the website.
- Within your wish list, you will have an option to add to bag for purchasing your favourite item(s), you can also share your wish list with your friends and family by email.
- My Account
Do I need to create an account to shop online?
No, within the checkout process you may select the option to checkout as a guest rather than signing in or create an account. However, having a Diya Online account allows you to experience a faster checkout process, as all your contact and delivery details will be saved and ready for your next purchase. You will also be able to track your current orders, view your previous order history, view and receive email updates of our latest arrivals.
What do I do if I’ve forgotten my Diya Online account password?
You can reset your password by clicking the login link on the top left corner. While you enter to login to your Diya Online account there will be a link called FORGOT PASSWORD that will prompt you to enter in your email address that is connected to your Diya Online account, you will then be sent an email with a link to reset your password to the email address provided.
How do I change my Diya Online account details?
If you have already signed up, click onto the “My Account” section where there are options for you to change any of your details including delivery details. You can do this by clicking the EDIT INFORMATION link located under each section.
If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.
- DIYA INSIDERS
What is the Diya Insider Program?
The Diya Insider Program is our free rewards program that lets you earn points (“Diya Dates”) on all your purchases and redeem those points for rewards.
How do I earn Diya Dates?
For every GBP you spend (as applicable based on country of purchase) at www.diyaonline.com, you receive 2 Diya Dates as an Insider.
How do I achieve a higher Diya Insider status?
There are 3 tiers in the Diya Insider program. As soon you sign-up, you will be at the High-school Sweetheart status. To achieve the Move-in with me? status, spend more than £1,000 in a calendar year on Diya Online. And, to achieve the Happily ever after? status, spend more than £2,000 in a calendar year on the website. Visit the Terms and Conditions page to view full program rules.
Where can I go to find all of my Diya Insider account information?
Your Diya Insider page is your destination for everything Diya Insider related. You can view your year-to-date activity and your current points (Diya Dates) balance, redeem Dates for Rewards and gifts and learn about your Diya Insider benefits. To access this page, simply log in to your Diya account, click on Track your Diya Dates on the My Account page.
What happens to my Diya Dates when I return items?
All Diya Dates (your loyalty points) earned from this purchase, will be deducted from your account when the product is returned that was originally purchased using your Diya Insider account. It is possible your account could have a negative balance after the product is returned.
What happens to my Diya Dates if part of my order is cancelled?
Diya Dates are awarded for all products that is purchased. If an item is cancelled from your order, you will not be charged and you will not receive Diya Dates for that item.
How do I redeem Diya Dates?
Once you have logged into your Diya Insider account, you will be able to redeem your Diya Dates during the checkout process.
Can I return Diya Dates?
Unfortunately, Dates may not be returned or exchanged for points or cash, for another product, gift card, or e-gift certificate.
Do my Diya Dates Expire? If yes, when?
Yes. The Diya Dates expire within a year from when they’ve been added to your account. However, the Dates gifted to you for your Birthday expire within a month.
