RETURN, REFUND &CANCELLATION POLICY

We have a 14-day return policy for limited series pieces, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@dianavas.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@dianavas.com.

Partial free return & refund

You can return your order back to us within 14 days of its receipt for any reason. If you are returning your order because you are unhappy with your purchase or for any other reason other than receiving defective, damaged, or wrong products then you are eligible only for a partial free return. This means you ship back the order to our location at your own expense and after receiving your order we will process your return and initiate a refund for the returned order. Please note that the shipping cost for the initial shipment will not be included in the refunded amount.


It is important that you return your order through a reliable shipping service that provides an order tracking number. After shipping back your order you can inform us about the shipping details (tracking number and the name of the shipping service) by mailing us at contact@dianavas.com or via homepage chat.


Make sure you return your order in its original condition (including the box, labels etc.) and ship it back in durable packaging. We will not be responsible for any damage or loss during transit. After receiving back your order, we will review it and approve your return. Once your return is approved we will within 24 hours initiate the refund process for the returned products. We will inform you via email once we have initiated the refund process.

Please note that depending on your payment method it can take up to 7-10 working days for the refund amount to reflect in your account statement.

Damages and issues

Each order is carefully checked and packed before shipping. However, if you receive a defective, damaged, or if you receive the wrong item we will either refund you the full amount or send a free replacement for it. Please inspect your order upon reception and contact us immediately so that we can evaluate the issue and make it right.

To claim a full refund against a defective product you must send us images in support of your claim within 24 hours of receiving the product on contact@dianavas.com.

Exceptions / non-returnable items

We also do not accept returns for made-to-order items once you have approved the final sketch or any custom modification on any piece. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Otherwise, we will send the other product only after the item you have had been received.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation policy

Once an order is placed, you have 48 hours to cancel and modify it for free. If the manufacturing or the resizing process has started, a size modification or a cancellation will be possible against a fee of 20 USD

In case of a cancellation before the manufacturing process, the refund will be processed without the cancellation fee. Please remember it can take some time for your bank or credit card company to process and post the refund too.