Returns Policy

We understand that sometimes you may change your mind, or you ordered multiple sizes or styles. Whatever the reason, you have 14 days to return any unwanted items to us.

GENERAL

The 14 day return period starts the day after you receive the order. Any returned items must be in same condition that you received it, unworn or unused, with tags and/or barcode stickers, and in the original packaging.

RESTRICTIONS

We’re unable to accept returns of the following items, for hygiene reasons: pierced jewellery (earrings); hosiery; cosmetic products; incomplete returns (whereby not all parts or the incorrect parts have been returned); items that have been used/damaged by the customer.

Unfortunately, if any of the above items are returned, a refund will not be issued. Any such items will incur a shipping fee in order to return them back to the customer or disposed of with no refund being issued.

RETURNS

We do not provide a free returns service, and so we always recommend that you use a standard tracked delivery option, when sending parcels back from both within and outside the UK. There is no need to use an express/timed delivery option.

It is the responsibility of the customer to ensure the return is delivered to us with their chosen courier. We cannot accept any liability for returns that are not delivered successfully to us, or where there has been an underpayment on the shipping and the parcel is then returned to the sender. We are also unable to collect return parcels from any pickup location, they must all be delivered to the given address.

The returns note needs to be completed in full and enclosed in the parcel. If you don’t have one, you can download one here Return Form and remember to write your order number on it.

Returns will need to be sent to: Diya Online, 320 Selbourne Road, Luton, LU4 8NU. United Kingdom.

EXCHANGES

We currently do not offer exchanges, so customers will need to follow all the steps to return and place a new order via the website.

FAULTY/INCORRECT ITEMS

In the unfortunate event that you receive a faulty or incorrect item, then you will need to contact us within 3 days of receipt and await a reply before the item is returned to us in an unworn/unused condition, in its original packaging.

LATE RETURNS

If your items are returned to us outside of the 14 day period, we will be unable to provide you with a refund. The item/s will incur a return postage charge, otherwise they shall be disposed of and no refund issued.

REFUNDS

We will notify you once we’ve received and inspected our return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days.

It can take some time for the bank or card company to process and post the refund to your account. Merchant processing times do vary, and we do not have any control over this. If more than 20 days have passed since we approved your return, please contact us at help@diyaonline.com.

If your card has expired or been replaced for any reason, the refund can still be issued to the original details, as they are all linked to the same account. If you close the account, then this is different.

If you have paid for an order in a currency other than Pounds Sterling your, refund will be issued in your local currency at your bank or card issuer’s exchange rate.

Please note that the shipping costs are not refunded.

EU COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 4 days, for any reason and without a justification. As above, your return item must be in the same condition they you received it, unworn or unused, with tags and/or barcode stickers, and in its original packaging.

You can always contact us for any return related questions at help@diyaonline.com.

Please see our Terms and Conditions for further applicable information.