Informativa sui rimborsi

Returns, Exchanges & Cancellations

Returns

You may request a return for an eligible item purchased on dianamilkanova.com within 14 days of delivery. To begin a return, please submit a Return Request through your customer account at account.dmilkanova.com or contact our Client Services team at customercare@dianamilkanova.com. We aim to respond within one business day.

To qualify for a return, the item must be returned unworn, undamaged and in its original condition, with all original tags and packaging intact. You may carefully inspect and try on the item as you would in a boutique. If the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, we may make an appropriate deduction for any diminished value, where permitted by law.

Return shipping costs vary by region and are borne by the customer unless otherwise agreed or required by applicable law. Please do not return an item before submitting a Return Request, as our Client Services team will provide the relevant return instructions.

Merchandise returned to the studio will be inspected and processed within 30 days from receipt, except where a shorter period is required by applicable law. Approved refunds will be credited to the original payment method and you will receive a confirmation email. If a return does not meet the conditions set out in this policy, we may refuse the return or make an appropriate deduction for diminished value, where permitted by law. The item may be sent back to the customer at the customer’s expense.

EU Right of Withdrawal

If you are a consumer located in the European Union, you have the statutory right to withdraw from your purchase without giving any reason within 14 calendar days from the day you, or a third party indicated by you other than the carrier, receives the last item in your order.

To exercise this right, notify us within the 14-day withdrawal period by submitting a Return Request through your customer account at account.dmilkanova.com or by contacting customercare@dianamilkanova.com. The item must then be sent back without undue delay and no later than 14 days after you communicate your decision to withdraw.

Where the statutory right of withdrawal applies, we will reimburse all eligible payments, including the cost of the least expensive standard delivery method offered for the order, without undue delay and within the period required by applicable law. We may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent them back, whichever occurs first. Any additional cost resulting from your choice of a delivery method more expensive than our standard delivery method is not refundable unless required by law.

Exchanges

Subject to availability, we may offer an exchange for another size, colour or product. Any price difference will be confirmed before the exchange is processed. To request an exchange, please contact customercare@dianamilkanova.com before returning the item. Exchanges do not affect your statutory consumer rights.

Order Cancellation

If you wish to cancel an order, please contact our Client Services team as soon as possible. Standard orders may be cancelled before they enter preparation or shipment. Once preparation or shipment has begun, cancellation may no longer be possible. This does not affect any statutory right of withdrawal or other mandatory consumer rights.

Made-to-Order & Personalised Items

Certain products may be made specifically to your individual measurements or specifications, or personalised at your request. Where permitted by applicable law, such products may not be eligible for cancellation, withdrawal, exchange or return once production has begun, unless they are defective. Any applicable restriction will be clearly disclosed on the relevant product page before purchase. A product is not treated as personalised solely because it is produced after an order is placed.

Sale Items

Sale items may not be combined with additional promotional discounts unless expressly stated otherwise. Processing and delivery times may be longer during sale periods. Unless expressly excluded by applicable law, sale items remain subject to the same statutory withdrawal rights as regular-price items.

Non-Refundable Costs

Unless otherwise agreed or required by applicable law, the following costs are generally non-refundable:

• Return shipping costs;
• Customs duties;
• Import taxes;
• Brokerage fees;
• Any similar charges imposed by customs or local authorities;
• Any additional cost resulting from a delivery method more expensive than our standard delivery option.

Customers Outside the European Union

Orders shipped outside the European Union may be subject to customs duties, taxes, import fees, brokerage charges or other local governmental charges. Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer and are not included in the purchase price. Local consumer rights may vary and any mandatory rights under applicable law remain unaffected.

Defective, Damaged or Incorrect Items

If you receive a defective, damaged or incorrect item, please contact us at customercare@dianamilkanova.com. We kindly ask that visible delivery damage is reported within 48 hours and that you include photographs clearly showing the issue so that we can assist you promptly. This request does not limit your statutory consumer rights or any applicable legal guarantee.

After reviewing your claim, we will, where appropriate and in accordance with applicable consumer protection law, offer a repair, replacement, exchange, price reduction, partial refund or full refund.

Contact

For assistance with a return, exchange, cancellation or refund, please contact our Client Services team at customercare@dianamilkanova.com.