Refund policy
Returns, Exchanges & Cancellations
Returns (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 your right of withdrawal, please submit a Return Request through your customer account:
https://account.dmilkanova.com
Alternatively, you may contact us at customercare@dianamilkanova.com.
To qualify for a return, the item must be returned in its original condition, unworn, unused, undamaged, and with all original tags, packaging, accessories, garment bags, and protective materials included.
Returned items must be clean and free from dust, odors, perfume, makeup stains, deodorant marks, pet hair, or any other signs of use or handling beyond what is necessary to inspect the product.
Unless the return concerns a defective, damaged, incorrectly supplied item, or applicable law provides otherwise, customers are responsible for the cost of returning the goods.
Returned merchandise will be inspected upon arrival.
If the return complies with this policy, the refund will be issued to the original payment method within 14 days after we receive and inspect the returned goods. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first, where permitted by applicable law.
Where the statutory right of withdrawal applies, we will also reimburse the cost of the original standard delivery optionpaid by the customer. Any additional costs resulting from the customer’s choice of a delivery method more expensive than our standard delivery option will not be refunded.
You will receive a confirmation email once your refund has been processed.
If a returned item does not meet the conditions described above, we reserve the right to refuse the return or deduct an appropriate amount reflecting any diminished value of the goods where permitted by applicable law. The item may be returned to the customer at the customer’s expense.
Please do not initiate a payment dispute or chargeback before contacting Customer Care, as this may significantly delay the resolution of your request.
Exchanges
Subject to availability, we may offer exchanges for products of the same value.
To request an exchange, please contact customercare@dianamilkanova.com before returning the item.
Exchanges do not affect your statutory consumer rights.
Order Cancellation
Orders may be cancelled before they enter production, preparation, personalization, or shipment.
If you wish to cancel your order, please contact customercare@dianamilkanova.com as soon as possible after placing your order.
Once production, personalization, or shipment has begun, cancellation may no longer be possible. This does not affect any statutory rights of withdrawal available under applicable consumer protection laws.
Made-to-Order & Personalized Items
Certain products may be manufactured specifically for you, made according to your specifications, or personalized upon request.
In accordance with Article 16(c) of Directive 2011/83/EU, such products are not eligible for cancellation, withdrawal, exchange, or return once production has begun, unless they are defective or otherwise required by applicable law.
Where applicable, this information will be clearly indicated on the relevant product page before purchase.
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 are subject to the same statutory withdrawal rights as regular-priced items.
Non-Refundable Costs
The following costs are generally non-refundable unless otherwise required by applicable law:
- Return shipping costs;
- Customs duties;
- Import taxes;
- Brokerage fees;
- Any similar charges imposed by customs or local authorities.
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.
These charges are the sole responsibility of the customer and are not included in the purchase price unless expressly stated otherwise.
Defective, Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery at customercare@dianamilkanova.com and include photographs clearly showing the issue.
After reviewing your claim, we will, where appropriate and in accordance with applicable consumer protection laws, offer a repair, replacement, exchange, partial refund, or full refund.
Contact
For any questions regarding returns, withdrawals, exchanges, cancellations, or refunds, please contact:
customercare@dianamilkanova.com